| Address: MakeMyTrip FZ-LLC, Office 105, Ibn Battuta Gate Offices, Plot no. 16, Jabal Ali First, Dubai, UAE / MakeMyTrip India Pvt. Ltd., DLF Building No. 5, To |
| Website: makemytrip.com / ae.makemytrip.global |
Booking ID: AN21AK97S[protected]
PNR: LEKVRT
Flight: Thai AirAsia FD 3075, Krabi (KBV) to Chiang Mai (CNX), 3 April 2026, 19:00
Fare Type: Premium Flex
Amount paid: AED 516
MakeMyTrip Reference No:[protected]
Summary of complaint
On 22 March 2026 I booked the above flight through MakeMyTrip UAE and specifically chose the Premium Flex fare. MakeMyTrip's own Date Change Policy page, displayed on their website for this booking, states verbatim that Premium Flex holders have "No date change charges — You have free date change on your ticket" up to 2 hours before departure. I paid a premium specifically for that flexibility.
When my inbound flight to Krabi was cancelled due to regional airspace disruptions, I began requesting the date change from 2 April 2026, with multiple calls placed to MakeMyTrip UAE on 8004770 across 1, 2 and 3 April — all well inside the free-change window. MakeMyTrip's handling was as follows:
On 3 April at 14:16, MakeMyTrip agent Priti Rai emailed a payment link demanding AED 9.[protected] — the amount quoted exactly as sent, to fifteen decimal places, which on its face is an unreviewed raw system output dispatched to a paying customer. A repeat demand was sent at 17:22 the same day.
On a call on 3 April, MakeMyTrip's agent "Preeti" verbally confirmed that MakeMyTrip would take full responsibility for processing the date change and would bear any charges arising from the delay. I confirmed this in writing the same afternoon at 13:55 — more than five hours before my 19:00 departure — by email to multiple MakeMyTrip escalation addresses, copied to AirAsia. That email has not been denied or corrected by MakeMyTrip.
At 18:17 on 3 April — just 43 minutes before the 19:00 scheduled departure — Priti Rai emailed confirming the booking had been marked "no-show" and was "currently non-refundable." The no-show status was caused entirely by MakeMyTrip's failure to process a valid in-window date-change request; it was not caused by any act or omission on my part.
On 15 April 2026, a different MakeMyTrip agent, Suman Sarkar, emailed closing the case while referencing Booking ID AN73AKP[protected] — a booking ID that does not belong to me. My booking is, and has at all times been, AN21AK97S[protected]. The case has therefore been closed against the wrong booking, which is independently a procedural failure.
Deficiency in service
Reduced to essentials: MakeMyTrip sold me a Premium Flex fare whose headline benefit is a free date change up to 2 hours before departure; I requested that change well inside the window; MakeMyTrip demanded a payment not owed under the fare terms; MakeMyTrip's own delay caused the booking to be marked no-show; and the case was then closed against someone else's booking ID. The fare as delivered is materially different from the fare as marketed. This constitutes a deficiency in service under the Consumer Protection Act, 2019 (India) and under UAE Federal Decree-Law No. 5 of 2023 amending Federal Law No. 15 of 2020 on Consumer Protection.
Resolution sought
a) Full refund of the fare paid (AED 516), together with any ancillary amounts paid for the Flight Delay Protection add-on;
b) Reimbursement of any no-show taxes recoverable from the airline;
c) Reasonable compensation for the deficiency in service, the time spent on repeated calls and written correspondence from 1 April onwards, and the missed travel caused by MakeMyTrip's failure to honour the Premium Flex terms;
d) Written confirmation of resolution on the correct Booking ID (AN21AK97S[protected]).
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