MakeMyTrip India — Bus cancelled in middle of the night, stranded in a isolated location without any response

Website:

www.makemytrip.com

Booking ID#NU[protected] | Reference PNR#27RT82AX

Bus: Manali to Amritsar
Boarding point & time: Manali, 8:00PM
New boarding point & time: 12:00AM at midnight, Was asked to travel to Patlikuhal, 17KMS away from Manali
Bus arrived: No
Response from Bus operator on any numbers: No, not even one call was answered
Response from MMT: No, refund request close without resolution
Current response from MMT: Only IVR response and disconnection!

Experience:

The boarding was from Manali at 8:00PM but the bus operator told me that the boarding point was changed to patlikuhal which is 17kms after Manali on the pre-text that it would be difficult for the bus to arrive due to snow, i acknowledged and took a 4x4 ride that costed me 4000 rupees.
however along the way, i could see a lot of other buses and vehicles travelling on the same road and it was not snowing!

After reaching patlikuhal I was informed by the operator that the bus would arrive at 12:00AM midnight, because of which i had to wait in an isolated by-pass road without any safety in the near freezing cold temperature.
The bus did not arrive at the location even after waiting for many hours post the boarding time.
I had to travel to

None of the contact numbers provided on the app by the operator answered the call, and I was left stranded in an isolated location next to a dark highway in the middle of the night, would would be responsible if any harm would have occurred at that point of time.

MakeMytrip customer care was also pathetic as there was no way to reach a real person for support on call during that time.
Even till date, i have not been able to speak to any person from MMT, as all calls get routed to an IVR, that disconnects after providing work-in-progress message each time!

I had raised a request for refund, as the bus did not arrive at the spot and there was no response from the operator, but the request was closed without resolution for the refund!
I have raised a second request, but there has been no response yet, its the same answer "We are looking into it, and our team will get back to you"

Look into this and arrange a call back.

I feel this website is more interested in getting bookings done, and there are no resources dedicated to answering or helping customers when they are in danger or in need!
I regret, using this platform for my bookings!