[Resolved]  MakeMyTrip.com — Duplicate flight - 1.5 lakh refund required; very poor customer service

Address:

Bangalore, Karnataka

I attempted to buy an international flight from MakeMyTrip (MMT) on 18th July using their website - NN[protected]. The website booking failed. I received a callback from MakeMyTrip staff to attempt the booking by phone. This booking also failed during the telephone booking call. I received email notification that a full refund would be made. I also received an email confirmation that the booking had failed but I could telephone to attempt to create a new booking. I made another call to MakeMyTrip 19th July - but during the booking I was quoted a ticket price of 5 lakh for flights that were previously quoted to be 1.5 lakh 1 day before. So I cancelled this 3rd attempt to book with MakeMyTrip during the telephone call and I received the cancellation ID[protected] for failed booking NN[protected]. MakeMytrip online 'refund tracker' correctly states I am owed 3 lakh in total (booking NN[protected] reference IN1407R1S108536) After 25th July I received 1.5 lakh, but the remaining 1.5 lakh is still pending and "My Bookings" web page shows I have no pending flight bookings. When I called MakeMyTrip in August to find out when the remaining sum would be returned I was told I had a flight booking confirmed. I did not make this booking myself and I did not supply credit card details for this booking IN1407B1S104090. The class of travel of this flight does not even appear to be the booking class I originally attempted to buy on 18/07/14. Many attempts to get a satisfactory resolution via the online customer service portal failed as staff cannot see the full booking history for a customer regarding a complaint. It now appears that a new flight booking was created independently by MMT. And had I not cancelled the flight booking I made on Sunday 19th July MakeMyTrip would have been happy to sell me 2 duplicate flights! As I did not make the second booking myself - and since I have had so much difficulty with MMT's web, telephone and customer complaint service I ask MMT to cancel and return the money for the flight IN1407B1S104090 - and therefore to honour the refund that your own refund tracker states I should be receiving from the company, and to adhere to your published company values of customer centricity, accountability and excellence. I do not feel I have experienced any of these values during my many dealings with MakeMyTrip's staff and web site over the last few weeks. The customer service failures I have experienced during this one booking attempt include: 1. Website booking failed 18/07/14 2. Telephone booking failed 18/07/14 3. Telephone booking failed due to hiked ticket price 18/07/14 4. Refund failed to return the money shown pending on MMT web refund tracker 25/07 5. Duplicate flight booking generated and confirmed by MMT offline without me providing my credit card details for the transaction 6. Duplicate flight is incorrect class of travel according to MMT confirmation email, but has been charged full price. 7. Online customer service unable to resolve issues, despite many emails 8. Failure to receive promised telephone callback from MMT staff who made the duplicate offline booking, despite promise from customer service staff (P. Mital, 10/08) of a call within 24 hours. 9. Failure to receive promised call back by MMT management staff after initial discussion on Sat 30/08 4pm. To others I would strongly recommend avoiding MakeMyTrip for flight only bookings as you receive more flexible terms if you book directly with the airline company directly. The MMT customer service dept is very unresponsive and unable to resolve issues. Also beware of MMT generating duplicate bookings when their system fails; as a customer who is trying to make a single booking you may not see that a new parallel booking has been initiated by MakeMyTrip and so communications from them will be give conflicting information and cause a great deal of confusion.