MakeMyTrip India — Non-receipt of refund on cancelled air tickets despite assurance of full refund

I am K. Sivaraman, aged 68, residing in Bangalore

On January 27, 2020, I had booked air tickets from Bangalore to Nagpur and back for 3 persons(for me, my wife and son) in Indigo Airlines through Makemytrip (MMT). The total fare as per the Airlines worked out to Rs, . 13876 (Rs, 7111 for Bangalore-Nagpur flight of 17th March 2020 and Rs.6765 for Nagpur to Bangalore flight of 20th March 2020). I had paid an amount of Rs.19182 to Makemytrip, the additional amount to cover for full refund in case of cancellation. The e-ticket received from Makemytrip also confirmed zero cancellation fee, if cancelled before 24 hours of departure. My booking ID NF[protected].

I cancelled the tickets on March 13, 2020 on Indigo Airlines’ portal as I was not able to access the Makemytrip website. I informed Makemytrip about the cancellation through their Facebook page on 14th March, 2020, which was acknowledged by them and I received an email from them on March 21, 2020 seeking certain details. I submitted my response through email on 23rd March 2020.

Since then I have been pursuing with MMT for the refund. I have not received any refund so far; only intermittent responses and promises whenever I raised the matter with them. My efforts to escalate the matter have failed since no one is willing to give me the contact details of a responsible senior executive who could resolve the matter. In fact, recently I have received a message that the case has been closed at their end! I neither received any refund nor an explanation for the closure of the case.

Since my persistent efforts to obtain the refund from Makemytrip have failed, I am compelled to raise this complaint hoping that the Government of India would help in my getting full refund from MakemyTrip as per the terms of the purchase. I have all the relevant documents, including mail/message exchanges between me and MakemyTrip and can share them whenever asked for.

Yours sincerely

(K. Sivaraman)
Email Id: [protected]@gmail.com