[Resolved]  MakeMyTrip India — Need resolution on the pnr number - g546rv

Address:	Hyderabad, Andhra Pradesh, 500032
Website:	www.makemytrip.com

We booked the following tickets, through MakeMyTrip on 2nd November, 2015 - 1. Goa To Hyderabad - Flying date - 19th December, 2015 - Indigo Flight Number 6E-381 for Prachi Gupta 2. Hyderabad to Goa - Flying date - 03rd Jan, 2016 - Air India Flight Number AI-513 for Prachi Gupta However, this is the harrowing EXPERIENCE that my sister-in-law and wife had to go through today - 1. Prachi reached airport at around 1:30 for her flight at 3:30 2. She went to the counter to get the boarding pass 3. The attendant at the counter was almost RUDE in saying that the booking had been cancelled. As if we are STUPID to come to the airport for a cancelled booking. 4. Prachi calls up her sister (my wife) to inform her of the situation. We quickly huddle and decide that it is best to get a seat blocked and get new tickets booked. 5. We somehow manage to pay for the fresh ticket as we weren't even prepared for this scenario. 6. My wife gives a call to Indigo to understand how the booking could have been cancelled. Indigo Rep. tells her that the booking was cancelled by the Agency (MakeMyTrip) in this case. 7. My wife immediately calls MakeMyTrip, to understand why the ticket was cancelled. MMT seems clueless about it all. They have no understanding or communication of how the ticket got cancelled. 8. We start losing patience at this point and thus we request for a three way conference call with the MMT and Indigo executives on the call. Three way conf. call happens - 1. MMT and Indigo accuse each other of not sending the communication about the cancellation and what not. This time, however, the Indigo rep. flips and says that the ticket was cancelled using the Indigo's website. 2. This comes as a surprise to us as obviously we did not cancel this ticket. 3. Indigo confirms that they sent a communication to MMT for this cancellation and MMT apparently did not notify us (my wife's email address in this case). I am currently on a business trip to the US and I called up the Indigo Customer Care to understand how the ticket got cancelled - Indigo rep. tells me the same exact story - The ticket was cancelled using our Website and we cannot do anything about it. Bottomline - We (me, my wife or my sister-in-law) DID NOT Cancel this booking. MMT says that they DID NOT either. Then, the question is, who could have cancelled this booking? Apparently, the IP address used for this cancellation was - 85.9.20.151. This IP address belongs to Romania. Can you please explain how a Romanian IP address was used to cancel a ticket which none o[censored]s initiated cancellation for? 1. Indigo and MakeMyTrip team to investigate why the cancellation communication was note sent to us, even if this ticket was cancelled through Indigo's website As a follow-up, I have the following comments for both Indigo and MMT's service on this issue - 1. The Indigo representative on the ground, that my sister-in-law interfaced with, needs to be taught basic Customer Care empathy. I believe it is widely lacking in Indigo's team right now. Indigo team, over the years, has become extremely unsympathetic of the customer's needs. 2. MakeMyTrip needs to ensure that better communication is established with the customer in such cases.