[Resolved]  MakeMyTrip India — delay in refund processing and now outrightly rejected refund after weeks of follow up and confirmation of refund earlier

I had booked a flight from mumbai to hyderabad for 19oct'17 (3am-4.20am) with jet airways (9w-348). When i reached the airport, the staff on ground informed me that the flight was overbooked and they could arrange for getting me on boarded on the next flight available with a cash compensation along with a refund on the tickets of the initial flight booked. This also was an inconvenience for me because i had a connecting flight with different airline (Goair booked via goibibo) to bhubaneswar post the same. So i had to go through the drill of cancelling that connecting flight and booking a new one as jet doesn't fly to bhubaneswar. (Experience with goibibo for cancellation was really smooth and i got my refund without any follow-up/hassles.)

Now all being said, jet staff mentioned that since the booking is not done directly with airlines, i would have to cancel it with makemytrip. So i went ahead with the cancellation on makemytrip app on 21oct'17. To this i received a call from the team and the cs executive put me on hold and had a chat with the airline and confirmed that i'll receive the refund as per committed timeline. Since then i have been following up with the team to close this matter. It's been twice at least that the team has marked my issue as resolved without providing proper resolution and i had to open the ticket again and again. All this on gmail. They do not even have a portal where i can see the status of my complaint even though they have an app. Wonder where's the transperancy.

Now they have come up with a statement (On gmail) stating that i'm not eligible because the airline is saying i've boarded the plane. I'm not sure how i could board an overbooked flight. Also i don't know who's lying here because the mmt team is working in silo with the airlines team. Already it was such an inconvenience to start with overbooking of flight followed by cancellation of connecting flight and booking of another flight, and to add to the effect negligence on issue handling by the mmt team. This has been a horrible experience.

Request you to please look into this. Please let me know if you need any further information.

Thanks & regards,
Maneesha sahoo

Booking id : nf[protected]