| Address: Bangalore, India |
I, Kartik Isher, a resident of Banglaore, am writing to lodge a formal complaint regarding the booking I made through MakeMyTrip, wherein the cancellation policy was misrepresented at the time of booking.
Booking Details:
Booking ID: NH[protected]
Hotel Name: Udupi Inn | Rooms and Dorms
Booking Date: 1st Feb, 2025
Amount Paid:5603
Mode of Payment: Credit Card
When I initially made the reservation on MakeMyTrip, the website clearly mentioned that the booking had a free cancellation policy until 5th Feb, 2025 till 1:59 pm. Based on this information, I proceeded to make the payment. However, after completing the payment, I saw better deal and wanted to cancel this to book that but I was shocked to see that the cancellation policy had changed to non-refundable, meaning I would not be eligible for any refund in case of cancellation, despite the prior information provided.
This abrupt change in the cancellation policy is misleading, and I believe it constitutes an unfair trade practice as per the provisions of the Consumer Protection Act, 2019. The representation of the booking conditions at the time of purchase is deceptive and caused significant inconvenience to me.
In an attempt to resolve this issue, I contacted MakeMyTrip’s customer service. Unfortunately, my experience was unsatisfactory. I was put on hold for an extended period, and despite requesting to speak with a supervisor or higher authority, my request was not honored, and I received no resolution. I am adding a video as evidence, where I made the same booking for the same hotel, and until the payment step, the website still displayed the free cancellation option.
I have already tried to resolve this issue through customer service, but since there has been no response or resolution from MakeMyTrip, I am left with no choice but to escalate the matter to the Hon'ble Consumer Forum.
I am seeking the following relief through the Consumer Forum:
A full refund of the payment made for the booking, as the cancellation policy was misleading and changed after payment.
Compensation for the inconvenience caused by the wrongful cancellation policy and the failure to adhere to the advertised terms.
Please find attached the relevant documents, including the booking confirmation, screenshots of the website showing the free cancellation policy, the communication with MakeMyTrip’s customer service team, and the video as proof of my claims.
I respectfully request the Hon'ble Consumer Forum to take appropriate action and provide me with the necessary relief.
Thank you for your attention to this matter. I look forward to your prompt and favorable resolution.
Yours faithfully,
Kartik Isher
[protected]
kartik.[protected]@gmail.com
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