MakeMyTrip India — Fraud under schemes

I had made a train booking through MakeMytrip (MMT) on 11 May 2022 around 9:00 Am under PNR [protected] under "trip guarantee" for two passengers, amounting to INR 6, 726.63, which included INR 1500 as a fee for "guaranteed trip".

3 hours later, i received a WhatsApp from MMT, stating if the status of the ticket gets to RAC, the trip won’t be guaranteed. Paranoid by which, i called on MMT call center 4 times that day, but could not get hold of the MMT executive to understand the process.

while not getting hold of executive through phone, i tried finding MMT customer care email ID, which was also not available so, i mailed them on b2b.[protected] ID, hoping someone would internally route it to the right team, but no response on mail was received.

i further googled on how to raise compliant from MMT, and came across a video, which suggested to tweet the problem by tagging the company. So, i made a twitter account on 12 May 2022 and did the needful. However, no response was received there aswell. So, again at around 10 in the morning, i tried to call their customer care but again option to talk to the executive was not available till then.

at 12:00 noon, while i thought to cancel the tickets (wherein, i was getting 4200 as refund), i did not process it because of the pop-up stating i have paid 1500 extra for this trip to get confirmation, which gave me hope, that they might be able to get the tickets confirmed.

at 1:00PM the chart was made and one of my tickets got confirmed, while other was waitlisted and since i could not travel alone, i had to cancel my unconfirmed. so, i called MMT, and since, now there was non-confirmation of ticket the option to talk to executive was provided, who suggested me to file the TDR. and when i asked them about refund on the other waitlisted ticket, they told me both the tickets were under one PNR so, the trip guarantee refund is not applicable since one of the tickets is confirmed.

now, this is the case of playing with the psychology /desperate needs or unawareness of the human. Had i been aware that the guarantee was for each PNR, i would have booked both the tickets under different PNR, as in that case the failure of non-confirmation would have led to refund. Also, the whatsapp messages sent by MMT on confirmation of tickets did not make it clear.

i had tried approaching MMT through different sources before the preparation of chart to get the right advice. Had i been able to get in touch of any executive, i would have cancelled my booking in advance and would have atleast INR 4200 but now i have nothing. Also, MMT is not proving any service different from IRCTC, if for ticket assurance, it was totally dependent on IRCTC, then it should have not advertised the guaranteed trip, the extra amount of 1500 was only for purpose of "looting common public".

Attached are the proofs of efforts done to save my money on timely basis. also, attached is the whatspp from MMT, not clearing the terms of refund.
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