MakeMyTrip India — Cheating and Harassment while booking the flights cancelled during COVID

Address:

MakeMyTrip India Pvt. Ltd., DLF Building No. 5 Tower B, DLF Cyber City, DLF Phase 2, Sector 25, Gurugram, Haryana 122002, India

Makemytrip India Pvt Ltd (“MMT”) booking ID - NN[protected] for flight booking from Mumbai to Denver, USA, by British Airways (“BA”) on 20-Jan-2020 for two passengers.

1. The first booking was done on 20-Jan-2020 under PNR 'SD93YK' departing on 3-May-2020 and returning on 30-Jun-2020. The total fare for two passengers was Rs 1, 92, 902.
2. On 11-Feb-2020, I changed my return date from 30-Jun-2020 to 25-Jul-2020 and paid the difference of Rs 34, 158 and my total payment became Rs 2, 27, 060/-.
3. However, due to COVID restrictions, my flights were cancelled and on 2-May-2020, I received an email from MMT providing me with two credit vouchers. On 10-Sep-2020, I requested a refund of my tickets through MMT’s website. However, it was refused.
4. On 30-Oct-2020, I received another email from MMT confirming the credit vouchers and travel validity up to 30-Apr-2022.
5. On 25-Sep-2021, I contacted MMT to book the flights against the credit voucher. On 27-Sep-2021, I received an email from MMT confirming the validity of my credit voucher and using the same on the British Airways portal (copy attached). Apparently, the credit vouchers issued by the Travel Agent do not work on Airline’s portal. They were just fooling around with me.
6. On 14-Oct-2021, I requested to book the tickets for departure on 24-Nov-2021 and return on 24-Jan-2022. On 15-Oct-2021, I requested MMT to upgrade my tickets from 'Economy' to 'Premium Economy'. On 17-Oct-2021, I paid Rs 79, 776/- which included Rs 27, 135/- as Base fare difference per passenger and Rs 12, 753/- Tax difference per passenger. Total payment paid to MMT was Rs. 3, 06, 836/-. A new PNR 'KOHW3Y' was booked and the tickets were sent to me on 18-Oct-2021.
7. On 18-Nov-2021, I called the British Airways to book my meal preferences and I was told that I cannot fly on 24-Nov-2021 due to Covid pandemic and as per the Bubble Air agreement between British Airways and Civil Aviation. of India, without the valid UK visas. Though I was just transiting through Heathrow London Airport. I immediately wrote an email to MMT on 19-Nov-2021 regarding the position of British Airways.
8. On 20-Nov-2021, I received an email from MMT keeping my tickets in 'Open' status till 30-Sep-2023.
9. On 11-Mar-2023, I called MMT to book my tickets against the Open status for travel in Sep-23. MMT was interacting with BA and was not able to book my flights. So, on 16-Mar-23, I asked for refund from the airline and to my surprise, MMT informed me that as per the BA, it was ‘No Show’ and no refund or change of date is possible.
10. On 21-Mar-23, I wrote to MMT that this was not my fault that the Airline did not allow me to board the flight due to Air Bubble Agreement between BA and Govt of India. Also, reminded them that they had given me an email confirmation of ‘Open Status’ of my ticket.
11. MMT was literally harassing me by delaying this process for almost two months with the change of three staff (Priya Chattergee, Romi Sahana & Nilanjana Dey) during this period. They kept on stating that they are still waiting for response from the Airline. During this period the fare went up.
12. On 11-May-12, Nilanjana Dey from MMT sent an email stating that they are still not getting details about the amount I paid to them. So on 14-May-23, I send them an email with the details of all events and the fare details with the relevant attachments. This new SAGA went on for another few weeks between MMT and BA. Meantime, I wrote to BA requesting to look into this matter and they simply refused to help stating that only MMT can handle this case. What a conspiracy!
13.On 23-May-30, MMT booked the tickets and issued me a temporary PNR, and asked me to pay Rs 13, 276 which I paid through Icici debit card. Now the total payment made to MMT was Rs 3, 20, 112/-.
14. I waited to receive my e-tickets after making the above payment. Again, no ticket was issued. I got a call from MMT demanding additional payment of Rs 14, 000 per passenger due to some special code they used in the past for my booking. How could I trust this people. This is clearly a cheating, harassment. I refused to make this additional payment and asked MMT to refund the last payment made. Till date, this refund has not come to me in-spite of their email confirmation.
15. This is a fraud company and I request strict action against company for harassing and cheating customers without any shame. Also, I request full refund of my money from MMT.

I am a 56-year-old and retired person. I cannot afford to lose 3, 20, 000 Rs.