| Address: | MakeMyTrip India Pvt. Ltd., DLF Building No. 5 Tower B DLF Cyber City, DLF Phase 2 Sector 25, Gurugram, Haryana 122002, India, Gurgaon, Haryana |
I took a bus journey from varanasi to delhi on 25.3.2019 through rs yadav travels, tickets for which were booked using makeymytrip (Mmt) under "on time guarantee (Otg)" policy (Booking id nu[protected]).
As per otg policy of mmt, a customer is entitled to get 25% refund in case bus departs more than 30 minutes late form originating stop (In this case, varanasi).
My bus was scheduled to depart at 6.50 pm from varanasi, while the bus actually departed at around 9.15 pm; which is approx. 2.5 hours delay in departure.
Thus, i raised a complaint to mmt on 25.3.2019 itself for claiming the compensation of 25% refund as per their otg policy; and have been following up with them regularly for the same. However, they have been stretching the matter sine then. Initially they denied existence of any such policy and when countered by me, they accepted the policy, but claimed that rs yadav travels is not covered under this policy. Again their false claim was countered by me with screenshots taken from their official app. On this, they assured to investigate the matter and get back to me. However, i am still awaiting any resolution to my complaint. As per their policy, standard time to resolve any complaint by mmt is 72 hours and it has been more than a week, but no considerable progress has been made in my case.
Attached herewith are some of the screenshots, verifying my claim, whose description is as mentioned below:
1. Jpg: mmt app screenshot showing details of "on time guarantee (Otg)" policy of mmt, as per which, a customer is entitled to get 25% refund if a otg bus operator's bus departs more than 30 minutes late from the departing city.
2. Jpg: mmt app screenshot showing rs yadav travels bus departing from varanasi to delhi at 6.50 pm is covered under otg policy of mmt.
3. Jpg: screenshot of bus position as at 8.06 pm on 25.3.2019. The screenshot clearly shows the bus has not reached varanasi till that time. Further, as per my conversation with mmt executive at 7.41 am on 25.3.2019, he himself has admitted that bus will reach the departure stop at about 8.30 pm.
Request you to take some action in this regard.
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But I am unable to redeem the same. The page says to click on redeem again, but even after many tries, i am unable touse mycash and forcefully have to pay using some other way.
there is even no other way to get to customer support to get my issue resolved.