MakeMyTrip India — no refund even package was under visa protection plan

Address:	Shekhawat colony, meenawala, Sirsi road, Jaipur, Rajasthan, 302034
Website:	www.makemytrip.com

I, Vikram Singh Bhati have booked European dream tour 2019 under visa protected plan, my booking ID - NL[protected] from 24 July 2019 04 August 2019 for 11 nights 12 days, along with my wife Nikita Bhati and my brother Aditya Bhati along with his wife Sonika (4 Adults). Our booking agent was Mr. Himanshu Shrotiya and my visa advisor was Mr. Yasir Siddique.

On 15/04/2019 I have called to Mr.Yasir about completion of my documents and I said now we can proceed for visa than he said, “we have time for that you don’t need to hurry, I’ll let you know when the time come.” I was relaxed after hearing that from Mr. Yasir but he didn’t call me back till June-2019. I report this incident to Mr. Himanshu Shrotiya (My trip planner) he said that what is the reason of delay, I was shocked to hear that we got delay, than I told him that it’s a mistake of Mr. Yasir, he didn’t called me then he said ok I’ll talk to him and let you know and after that I got a call from Mr. Yasir and he asked me to send my documents to Gurgaon address and then I sent all my documents by courier to Mr. Yasir, at Gurgaon address on 17/06/2019. He checked all the documents and assured me that my file is ok and now I can proceed for Visa. After that we applied for Visa and got appointment in Jaipur at VFS office on 25th June 2019. I reached at VFS office jaipur and submitted my documents during the checking VFS official said that your documents are incomplete. I shocked and called to Mr. Yasir Siddiqui and I said why are you not serious in my case since beginning ? He again started arguing and said that I had courier you, I told him I have already checked twice but not found please send me Sonika's travel health insurance policy and my visa application. I didn't know when I send all my documents through courier to Yasir what he has checked and return it to me, anyways ultimately he sent me required papers through email then I submitted it to the VFS office Jaipur. I realized that the booking done by Make My Trip is not going positive as my belief was broken.

The next day Mr. Mohammed Adil from MakeMyTrip had called me and said to pay the balance amount Rs.3, 69, 000/-, I asked him to issue the demand through mail or called me so I can trusted upon him. I requested him to connect known Mr. Himanshu who is my tour planner then he said Mr. Himanshu has left the company and now I am dealing and then he started forcing me to pay and threatened me that if you don't pay today I'll put your booking in auto cancellation, I told him to wait till Visa approval but he given me ultimatum till 8 pm. I told him if my visa not issued by embassy then what will remedy for me then he said that it is a different matter you have to pay the entire balance first. After that I called Mr. Himanshu and told him about this he immediately said I didn’t left the company, who told you that I said Mr. Mohd. Adil and I send all the mail of Mr. Adil to Mr. Himanshu he further added that Mr. Mohd. Adil is misguiding you I am still in Make My Trip. I got frustrated after hearing that and after that Mr. Himanshu said don’t pay until you didn’t get your visa once you get it you can pay to him because my department has changed and Mr. Adil is a official person. I said Mr. Adil has send me auto cancellation mail and gave me time till 8 pm. Then Mr. Himanshu said that sir I cant help you more. There was no option and I had paid all the remaining amount to Mr. Mohd. Adil and the total reached upto Rs. 6, 08, 958/-(Entire amount of our package).

After few days the letter received from embassy to refusal for the visa. They remarked :
*The information submitted regarding the justification for the purpose and conditions of the intended stay was not reliable.*

Yasir said me about this rejection that he don't know why they have refused it but your file was ok and you can re-apply for visa, I checked everything again and I found that the Embassy desired more clarification about my visit. I immediately called Mr. Yasir and said that I told you several times to check all documents carefully especially covering letter and clearly told him to necessary required editing may be done at your level. But he didn’t change anything. On 15th July which was very close to proceed our tour on 24.07.2019 my visa again refused due to the same reason. Ultimately the tour programme was cancelled as there was no scope for hope.

Sir it was not easy for my entire family to forget this bitter experience my wife is still in depression. Now my humble request is that our entire amount Rs. 6, 08, 958/- has to be refunded at the earliest because it is our hard money which was collected my father and our savings as well as got some loan from friends also.
I am also requested that please instruct to your officials who are dealing with customers and spoiling your goodwill in market have to be well manners and try to understand customers difficulties with sympathies. Because customers are very unknown to visa formalities as they are coming on your trustable advertisement. Please take the strict action on your responsible staff for their negligence, misguiding and lack of communication.
Hoping that you will consider my request and arrange to entire refund amount without delay.

Thanking you.
Yours faithfully,

(Vikram Singh Bhati)
22.07.2019