MakeMyTrip India — Airticket

Address:	Ernakulam, Kerala, 682510
Website:	www.makemytrip.com

I have cancelled flights booked for my family members after talking to makemytrip customer care team and booked a different airline to Duabi as it was a better option for us. Tickets costed me 67000 INR and after the cancellation charges I was supposed to get 51000 INR as per the cancellation policy page. I was told refund would be processed within few working days but later that day I got another call from makemytrip customer care team that the ticket can’t be refunded as the airline doesn’t allow that but I can book a future flight in same airline but would be given only half the amount I spent for the tickets. This was not the information I was given by makemytrip customer care team when I called them for cancellation and I was promised a refund to bank account. I had to call the customer care team again and report this and they raised a call trace request against the first associate who promised me a refund and I have sent them the screenshot of refund confirmation page when I cancelled the tickets. As I didn’t get a call back from customer care team, I called them again after three days and they admitted the fault from their customer care executive but gave me only option of half refund. I didn’t agree for that and escalated the case to the next level which didn’t help and the ticket now lies with top level escalation team of makemytrip- Kajal Devi from makemytrip customer delight team. When a ticket gets escalated to the top level in any company, you get a proper response to your mails. But my experience was worst. Mss. Kajal called me two days after the ticket got assigned to her and said an investigation is being carried out and I would get a response in 48 working hours but there was no response for many days and I kept on calling the makemytrip customer care team but they wash their hand saying they can’t touch the ticket as it now lies with top level management and promise me they mail them and I will get a call back from customer delight team member. After sending many mails, Mss. Kajal called me on Sep 21st and said they have almost made a decision for refund promised in cancellation page and I would get a positive news on next Monday(which was 26th sep). But after that there was no calls or mails from Kajal or any of their team members. I have called customer few time even after that and after I called them last time on last Thursday (6th October) and informed I am going to move legally, I got a call back from customer care supervisor and requested for 48 hour more but same story again.
I was forced to post this story in social media by makemytrip customer delight team as I felt like they have been tricking me all these days. It’s been close to two months I did the cancellation and there is no refund for tickets yet.
Here is the response to mails by makemytrip on various dates after multiple mails sent out for a response.
Subject
refund
Response By Email (Aparna Yadav) (05/09/2016 06.01 PM)
Dear Mr. Krishna,
Greetings from MakeMyTrip!
At the outset, we apologize for the delay in response and inconvenience caused to you regarding the refund for the booking ID NN[protected].
This is not in accordance to our service standards nor do we expect any such practices.
With reference to your e-mail and as per our telephonic conversation we would like to inform you we are working on your raised complaint as we are in touch with our concerned department and a revert is awaited from their end. Hence we request you to kindly wait for 24 working hours so that we can resolve your query.
All your patience and co-operation is highly appreciated.
We value your business with us and look forward in assisting you with all your travel plans.
Yours Sincerely,
Aparna Yadav
Team- We Care
India Toll Free:[protected]From MTNL & BSNL Lines)
India Toll Free:[protected]From all Major Mobile operators)
MakeMyTrip
Sep 11

to me
Response
Dear Customer,
Thank you for contacting MakeMyTrip. I appreciate and thank you for your patience and trust with us.
A reference ID[protected] has been filed for your feedback.
I would personally review your message and will connect back with necessary action as required.
Warm Regards,
Geeta Eral,
Head, Customer Delight
MakeMyTrip.com
Warm Regards
Team MakeMyTrip

Subject
refund
Response By Email (Kajal Devi) (21/09/2016 05.19 PM)
Dear Krishna,
With reference to your our conversation, please note that I am rechecking with the tech team.
I request you to kindly provide us the time till Monday.
Solicit your patience.

Yours sincerely, Kajal Devi Team- Customer Delight India Toll Free:[protected]From MTNL & BSNL Lines) India Toll Free:[protected]From all major mobile operators) Postal Address: MakeMyTrip India Pvt. Ltd. 103 Udyog Vihar, Phase I Gurgaon – 122016 Haryana
Subject
refund
Response By Email (Meria Sarkar) (05/10/2016 09.36 AM)
Dear Customer,
Greetings from MakeMyTrip!
With reference to your concern regarding your booking id NN[protected], we would like to inform you that your concern is being taking care by our customer delight team and you will get a call back within today by them.
We are unable to mail you against the reference id[protected] as it is assigned to the management grid.
For any further assistance we are available round the clock on our toll free number[protected]MTNL/BSNL) /[protected]Airtel) /[protected]Any Landline).You may also write to us through reply email or writing [protected]@MakeMyTrip.com or visit us at www.MakeMyTrip.com.
We care for you and value your business with us and look forward in assisting you with all your future travel plans.
Yours Sincerely,
Make My Trip.