[Resolved]  MakeMyTrip India, Goair — Make my trip and/or goair charged credit card but refused ticket and boarding

Address:	Mumbai City, Maharashtra
Website:	www.makemytrip.com, www.goair.com

BRIEF
MakeMyTrip Charged me for a Return Ticket from Mumbai-Delhi-Mumbai but just before boarding time, at the airport, GoAir refused to issue Boarding pass as my PNR did not appear in their system. It was important for me to leave for Mumbai on 16th Jan 2016 by the 8.40 pm flight. For this fiasco, I was forced to bear an additional cost of a new ticket as makemytrip refused to do anything immediately to rectify the situation and GoAir said they could only issue a new ticket. This is aside from the amount of mental harassment and stress they caused by their behaviour. Makemytrip Customer Centre person, a Mr.Rahul (rahul.[protected]@makemytrip.com) stated that they will get back to my complaint within 48 hrs (Complaint #[protected] but the time is up and there has been no response or action at all.

THE BOOKING DETAILS
On 7th Januray, I booked a return flight through Makemytrip Mumbai-Delhi-Mumbai. MakeMyTrip Booking ID -NF[protected]; Invoice No. NF25898. MMT charged me Rs.7622/- including Rs.400/- as convenience fee. (Ticket and Invoice attached). Both the Mum-Del and Del-Mum legs had the same PNR 5Z7SQL. I had made part payment of this through Credit card and part payment by redeeming some Payback points.

THE FIASCO
On 13th January, I flew to Delhi without any hassle on the above PNR. On 16th January, 1 hour before the flight, the GoAir desk (a polite and trying-to-be-helpful Ms.Ranita) stated that the PNR 5Z7SQL was not there in their bookings for the Mumbai 8.40pm flight. Further, that that my name was listed under the Cancelled Tickets list on a ‘different’ PNR, VK1EA5 with the comments ‘Balance Due, Auto Cancelled’. I was taken aback and insisted that she probe on this. First she tried to send me off to a MMT counter outside the Departure gate to sort it out. But that was closed. Their Back Office confirmed that PNR 5Z&SQL was unlisted as they had not received payment from MMT thereby shrugging any responsibility of error on their end. Only solution they could offer was to buy a new ticket (of a higher cost) Rs.4372.

Meanwhile I called MMT Customer Service, who was extremely unhelpful, put me on hold forever and refused to connect to his superior or furnish a useful email id except a ‘[protected]@makemytrip.com’. Both MMT and GoAir were passing the buck to each other (Mr.Rahul and Ms.Ranita), refusing that the error was on their end without due checking. Ms. Ranita informed me that they had an exactly identical case the previous week with another passenger booked through MMT. Finally after 45 min-1 hour of badgering for action, the MMT person stated that he will raise a complaint but actually did not as he could not give me the Complaint ID when asked. Only then he raised the Complaint ID[protected] stating ‘Website Issue’. (Email Attached) I pushed him to tell me what action I should expect. He verbally responded that I will get a call back on this matter within 48 hours and that ‘if the fault was on their end, they will refund the cost of the ticket’ When asked who will pay for the trouble caused to the consumer, I was then told that MMT will pay back the cost difference of ticket. Eventually I had to buy a new ticket from GoAir (thankfully the flight was delayed by 30 mins) for which I had to pay again last minute.

Overall this was an extremely harrowing experience. My money Rs.3811 is stuck with either MMT or GoAir who are both conveniently passing the buck between each other, blaming each others technical systems at the backend for the error.

As a customer who flies extremely often, I am expecting quick action and resolution and advise extreme caution in using such travel agents and airline services for your travel.