[Resolved] MakeMyTrip India — auto cancellation of flight tickets - pnr mbqv5a

smtgpt

from Bengaluru, Karnataka

Address:	560075
Website:	www.makemytrip.com

This is to inform you that i have booked three flight tickets from your company for undertaking journey from srinagar to delhi from spicejet airlines detailed as under:

Flight details
Booking id nf[protected]
18 nov 17 srinagar to delhi cancelled

Spice jet
Sg - 253
Sxr
Srinagar
14:00 hrs, 18th nov
2 hr 35 mins
Del
Delhi
16:35 hrs, 18th nov
Passengers pnr status e-ticket no.
1. Shrishti gupta, adult mbqv5a cancelled mbqv5a
2. Rahul gupta, adult mbqv5a cancelled mbqv5a
3. Shobha gupta, adult mbqv5a cancelled mbqv5a

I along with my family members, had to attend important engagement to be held in delhi on 18.11.2017 and had connecting travel from delhi to another city. We had booked 5 seats together (2 via paytm and 3 via mmt) on the same flight and accordingly planned in advance booking of 3 seats under 1 air tickets from your company and paid rs.7800/- through my credit card. I, along with other family members, reached airport on 18.11.2017 to catch spicejet flight sg-253 and in the process of getting boarding pass, i was shocked and stunned to know from the counter executive that all 3 tickets booked via mmt has been cancelled by some agent called “deepak” from your company and also tried to change registered email id. Such request was never placed from my or anyone’s side and is purely done by your team executive which is shocking to me. I immediately contacted over phone to your customer care and spoke for more than an hour (Have all call recordings to proof that how slow the response was) to know the factual position and was surprised to know that our tickets were cancelled on 18.11.2017 morning itself whereas i did not initiated for cancellation of tickets.

As i and my family members had some important work and had to reach delhi on the same day as we had connecting flight, hence we were left with no alternative except to purchase three tickets immediately from goair airline to take flight on the same day (18.11.2017) from srinagar to delhi under booking reference no. T7e2pz with confirmed status and paid on the counter.in all, these four tickets costed me rs. 20412/- along with mental torture and huge inconvenience by your fault, also my family suffered financial loss as some valuable items were lost during this chaos.

Your act of cancellation of ticket at your own has caused me additional financial expenses beside harassment, inconvenience, embarrassment, mental agony etc. I herby lodge my claim to indemnify me for financial loss, harassment, inconvenience, embarrassment, mental agony etc immediately failing which i will be free to initiate appropriate action for your such unauthorised act. I am being compelled to lodge written complaint with you on public forum and consumer complaint websites after non receipt of any response against tele complaint lodged with your customer care cell on 20.11.17. If there is any further delay, i will file a case on consumer court where you’ll have to pay all the expenses along with big compensation for loss of my time and inconvenience.

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Jan 5, 2018

Complaint marked as Resolved

MakeMyTrip India customer support has been notified about the posted complaint.

Verified Support

Dec 04, 2017

MakeMyTrip India Customer Care's response Dear smtgpt

Greetings from MakeMyTrip!!

In reference to your concern, while validating your case we have found that, our management team has handled your case and provide you with the information regarding cancellation of your flight booking. So, we would like to re-iterate the same that, as per our records, cancellation request was placed online from the device ONEPLUS A3003 with unique device id a75a6c1ac6167f6.on 18th Nov 0831hrs and cancellation request was processed at the backend manually by our customer support team as per the online request received. Since this was an online request, that request confirmation is shown on-screen and dies not get communicated over email or SMS.
We have not denied the fact that cancellation was processed by our backend agent, however it was processed only after online request was received from customer's mobile device.
We see that our customer support team had informed the same as well, but this is being denied by customer.
We would like to let you know that we have referred to valid evidences and cancellation logs before sharing affirmative written response with you. Further since these responses are from MakeMyTrip Management Team, we have also certainly considered legal implications before responding to you. We also do not see any change in the email address on your booking.
We have already suggested you to kindly lodge a complaint with cyber cell department if you feel that cancellation was not requested from your end. Further we will not be able to arrange a callback from Deepak since he is a back office agent and is not available on calls, and detailed observation has already been shared with you on MakeMyTrip Management's behalf.
Regret, no refund is applicable as the booking is non-refundable and cancellation was requested by customer's mobile device. Our response on this matter shall stand final.

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