| Address: plot no 22, sri bhavani nilayam, new prasanth nagar, miyapur |
To
National Consumer Helpline / Consumer Affairs Department
I would like to file a complaint against MakeMyTrip regarding a train ticket booking made through their platform.
At the time of booking, I paid a total amount of ₹8, 360.57. This amount included ₹1, 616.25 for “Free Cancellation Protection”. I also selected the “3x Refund Option”, where it was displayed that I would receive approximately ₹9, 600 in case of cancellation.
However, the train ticket was not confirmed and was automatically cancelled. After cancellation, I received only ₹6, 465 as refund. The Free Cancellation protection amount of ₹1, 616.25 and other service charges were not refunded.
When I contacted MakeMyTrip customer support, their representative informed me that the Free Cancellation fee is non-refundable and that this condition is mentioned in their terms and conditions.
This practice is misleading and unfair because:
The service is marketed as “Free Cancellation Protection”, which creates an expectation that customers will not incur a loss if the ticket is cancelled.
In my case, the ticket was automatically cancelled due to non-confirmation, yet the protection fee was still retained by the company.
Important conditions are hidden within lengthy terms and conditions, which most consumers cannot reasonably review during booking.
If the ticket had been booked directly through IRCTC, the deduction would have been minimal. Because of this service, I incurred an unnecessary financial loss.
Therefore, I request the Consumer Helpline to:
Investigate this misleading practice by MakeMyTrip.
Direct the company to refund the Free Cancellation protection fee of ₹1, 616.25 and other applicable charges.
Ensure transparency so that other consumers are not misled by such services in the future.
Booking IDNR[protected]
Reference PNR#[protected]
PRICING BREAKUP Ticket Charges ₹ 6465
IRCTC Convenience Fee (incl. of GST) ₹ 35.4
Agent Service Charges & GST ₹ 40
Payment Gateway Charges ₹ 203.92
Free Cancellation ₹ 1616.25
Total Cost ₹ 8360.57
AMOUNT PAID ₹8360.57
Payment Breakup ICICI Bank Credit Card (XX 4014) ₹ 8360.57
I kindly request your intervention in resolving this matter.
Sincerely,
K. V. V. Subrahmanyam
Mobile: [protected]
Email: [protected]@gmail.com
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