[Resolved]  MakeMyTrip India — Cancellation refund [unethical practice]

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

Makemytrip Booking ID: NU[protected]
Makemytrip Complaint Reference ID:[protected]

I had booked 3 online Bus tickets from Makemytrip website for Somnath to Ahmedabad on 30th December, 2016. The total ticket fare was INR. 1, 656/-. Due to change of plans, I wanted to cancel the tickets. However, the website didn't allow to cancel the tickets online and asked to call customer care for cancellation. On 27th December 2016, I called customer care to cancel the tickets. Although I had called for cancellation, the customer care representative advised that first they will check and inform the cancellation charges and then call back for further process. I agreed and they dropped the call. They did call back, however I was not able to attend the same as I was travelling. [I am not sure whether the call back was just a miss call or a full call]. I called back but couldn't get through. Neither did they call back again. Later, I checked the complaint status (Attachment enclosed - Complaint MMT Bus Cancellation) which was shown as resolved. So, I was under the impression that the cancellation has been processed. However, later when I checked on 30th December 2016, the tickets were still not cancelled. Unable to reach the customer care via call, I raised a complaint on their website regarding the issue. In reply they quoted that as per cancellation policy cancellation charges between 720 to 0 minutes before travel was 100% of total fare and thus no refund is applicable in my case as they were considering cancellation request to be made on 30th December, 2016.

The main issue I would like to raise here is that on 27th December (3 days before the trip), I had called to cancel the tickets, but it was they who requested to call me back to inform me about the applicable cancellation charges. This was not my requirement/ demand but their process, which now seems unnecessary as cancellation request was made 3 days prior to the trip, thus there should have been only 25% of cancellation charges as per their policy (Attachment enclosed - Bus ticket cancellation policy Makemytrip). Further, this could have been notified in the same call which would not have required a follow up call. Also, they didn't call back again after trying once which in any way I am not sure whether was just a miss call or actual attempt. If they were genuine, they would have called again. Because of these reasons, it seems that Makemytrip carried out this deliberately and in bad faith.
And also, why online cancellation is not allowed when bookings are made online? Calling customer care for cancellation takes too much time and most of the time you can't get through.

The way this issue has been handled by Makemytrip and their customer care is completely unethical. And I want refund of the bus ticket considering the cancellation was requested on 27th December, 2016. If cancellation charges is 25% applicable on that date, please deduct that and refund the balance.

Thanks.