MakeMyTrip India — Refund of Flight Cancellation due since 2 Months

MMT Case Reference no:[protected]

1.) On 12th July 2023 our Flights were cancelled from milan to new delhi due to strike in Italy on 15th July 2023 by Turkish Airlines
2.) Based on conversation with Adarsh Roy ( mmt executive) all necessary actions for cancellation of the ticket were initiated after initial ruckus on July 12th 2023
3.) On July 29th 2023, it was confirmed by mmt executive that Turkish airline didn't respond asking for a feedback form number which was not available with the customer executive, who asked me to get in touch with Turkish airline directly
4.) On July 30th 2023, I reached out to Turkish airline to find out that tickets were not cancelled and rather the system stated that we had missed the flight, Turkish airline asked me to raise a feedback form to resolve the issue
5.) I raised a feedback form with Turkish airline and called mmt customer helpline to ask them to get a confirmation on the cancellation which was actioned by Sophia (MMT Executive).
6.) Sophia(MMT Executive) responded back on Aug 4th confirming that turkish airline has responded with a. Confirmation that the ticket has been cancelled and the amount should be refunded within Aug 11th
7.) On aug 10th I have received a mail from Turkish airline to connect with service provider (MMT) for the refund
8.) I had immediately forwarded the mail to MMT and reached out on Aug 11th 2023 for the status
9.) Shalini(MMT Executive) confirmed that the ticket refund has been initiated by Turkish airline and is pending with mmt accounts team to verify and update the system, the refund amount confirmed is 31369/- and will be refunded within 48hrs in my account from the date of confirmation by Turkish airline i.e. 10th aug 2023
10.) Since aug 12th 2023, I have been reaching out to get a date of confirmation for the refund however mmt support executive has been averting all queries and asking me continuously to wait another 24-48 hrs as they have been checking with accounts team for confirmation.
11.) I have been requesting an audience with senior member to get clarity on what's been happening including a dedicated relationship manager and a mail to mmt account head to get confirmation on the refund but to no avail.
12.) I have spent almost a month chasing after different mmt executives to get a clarity of the situation but to no avail showcasing sheer incompetence of the customer care framework
13.) Due to customer service failure at mmt end we have failed to initiate our insurance claim for the flight cancellation which would cover the payout of extended day stay due to the flight cancellation on July 15th 2023, the amount of which has been 20857/- + 1% dynamic currency charges
14.) Insurance team has responded stating that the will not process the refund due to a delay of 1 month in provisioning required documents
15.) on 17th Aug a senior executive responded stating that a 48 hr updates will be provided, it has been a week since I have received any updates from MMT even after continuous follow up.