MakeMyTrip — Customer care not honoring refund commitment

Address:	Gurgaon, Haryana, 122016
Website:	makemytrip.com

This is to report an absolutely pathetic experience i have had with makemytrip india. In fact, this is the very first time i am using mmt for booking a flight ticket - i usually use cleartrip, or our booking agency - saving a few hundred rupees has eventually costed me a lot of time, money, and peace of mind.

Complaint reference id with mmt: [[protected]]
Makemytrip booking id nf[protected]

I had booked an urgent ticket from bangalore (My home base) to delhi (For 15th early morning) on 14th april 2016 at 7:35 pm. However, the ticket when issued shows mumbai to delhi as the itinerary. I immediately called up the customer care and reported the error and asked for a change in itinerary at 7:44 pm. The executive checks twice with his team, and explains that there might have been some error with the system and any change in itinerary can be made only after 24hours of the data being reflected in their systems, etc.

However, since my travel was in less than 8 hours from then,
A) i was asked to cancel the ticket and book a new one
B) the team would refund all penalties caused due to the glitch after 24 hours
C) drop in a mail to the customer care
I cancelled the ticket and dropped a mail to the customer care - booked ticket from my trusted cleartrip, to avoid any issues again.

The customer care responds the next day saying that there was no technical glitch in the system at that time, and no refund can be processed, and the customer care exec had said "they will check for any glitch and revert" during my initial call. After multiple rounds of mails, they arranged for a listening session of my call with them (Which i have recorded). In the call, the exec says "since it's below 24hrs of time, cancel the ticket and book a new one; we will transfer all the penalties due to the technical glitch after 24hrs". He has also twice checked with the technical team during the call, and nowhere does he mention "checking if there was any technical error" later.

However, the response i have received after this from the mmt team after all this is "based on our investigation, we can conclude that the advisor committed cancel this booking and make new booking and we will check if mmt would be at fault we will honour the case, hence, as we checked logs at the time of booking you was selected bom-del on 15april2016. There was no technical glitch on that time on our website."

This issue was handled by a junior at their team, and i have requested multiple times to connect me with a higher authority, but in vain. I am absolutely sure that this was a technical glitch on their side, since i travel quite frequently between bangalore and delhi on work, and it is a no-brainer for me to type and select "mumbai" as the from location.

I want to get the attention of a senior member of the grievance redressal team so that their commitment can be honored, instead of blunt pre-written answers to mails. Hope this will help.