MakeMyTrip India — Refund of ticket cancellation: mmt claims ticket was non-refundable at the time of booking, no such detail visible while booking.

Address:	Gurgaon, Haryana, 122016
Website:	www.makemytrip.com

I had booked 10 tickets (5 to and 5 return) for an upcoming family trip to Gangtok. My Booking id is NF[protected], booked on the 4th of Dec 2015. Invoice number is NF25731. I paid Rs 62, 924 for the 10 tickets, and now they say they will refund some Rs 1100/- in total after cancellation. Fare Calculation as per Invoice is this: Base Fare: Rs 10, 428 Passenger Service Fee: Rs 287 User Development Fee: Rs 1037 Other Surcharge: Rs 383 Total per passenger: Rs 12, 235 For 5 Passengers: Rs 61, 174 Plus Convenience Fee: Rs 1750 I am a very regular user of Make My Trip's services, and I am shocked at the way Make My Trip is trying to fleece me, and many other unsuspecting customers, with these clever strategies of hiding the Non-Refundable clause on flight bookings. I am sharing screen shots of the booking pages as they appear when you try to book these tickets, images are attached for reference. 1. Image 1: Flight selection page: Here, after selecting my flights for going and coming back, there is only one place in the page that says "FARE RULES". I have opened that in the image, and there is no mention whatsoever of the non-refundable clause here. MMT executive Mr Aman Tiwari (aman.[protected]@makemytrip.com), took 30 minutes while on call with me to discover that there is another link below individual fares called "DETAILS" that has Non-Refundable written. Very clever way MMT of hiding this very important piece of information. 2. Image 2: The booking page, again as per image attached, has absolutely no mention of the non-refundable status of the tickets that I am trying to book. 3. Image 3: Non-Refundable Fare rules according to Make My Trip: that says non-refundable fare means "tickets cannot be returned for a refund. However, if you cannot use your ticket, you may be able to apply its value toward a future flight within specified time frame as per the rules of the airlines. The airline may charge additional fees for changes made to a non-refundable ticket." I have been speaking to Make My Trip since the 9th of Dec 2015, when we were informed that my father cannot travel to Gangtok because of his Heart Disease, and I am extremely saddened and distressed by the apathy shown by MMT staff and customer-support/Complaints teams. Mr Aman Tiwari promptly disconnected my call after 40 minutes, on the realization that he also could not find Non-Refundable written on these pages even after 30 minutes, I have been trying to reach MMT, but every time, I am being told that their system is being updated, and I should call after 1 or 2 hours. I have written 2 complaints to them also, but I have not heard back even once. The Airline claims that the tickets are non-refundable from the Airline's side (Jet Airways), and they can not do anything about it. But I booked through MakeMyTrip, and it was THEIR responsibility to pass on the message to me, which they failed to do. That makes them liable, and not me. I refuse to pay for their Bad Design and display of such an important part of fare rules. My request is that they resolve this at the earliest, and refund the amount that is due to me. Even if they charge me Rs 1500 + Rs 300 per ticket as cancellation charges for airline and MakeMyTrip, it makes it Rs 18, 000 of cancellation charges, and they need to refund Rs 44, 924/- to me. As mentioned to them, I am even willing to accept a voucher of that amount from MakeMyTrip, that I can use for future bookings with MakeMyTrip. Please help me in getting this resolved ASAP.