MakeMyTrip India — Request for Refund for Return Flight

Dear Sir/Madam,
I am writing regarding my recent booking with MakeMyTrip for a journey that included both an outward and an inward flight. I am deeply disappointed to inform you that the airline has canceled my outward flight, making it impossible for me to take the scheduled return flight. Despite my best efforts to resolve this issue, I have been unable to receive a refund from your company. I kindly request your assistance in resolving this matter promptly and ensuring that I receive the refund I am entitled to.

Booking Details:

Booking ID: NF712R1IAW0BOOPB9065
Outward Flight: AI-403(Flight got cancelled by Airline) - Delhi To Rajkot on 16th Jun Inward Flight: AI-404 - Rajkot To Delhi on 18th Jun
On 01st June, I made a booking through MakeMyTrip for my journey, which included both the outward and inward flights mentioned above. I trusted your company to handle my travel arrangements and relied on your services to ensure a smooth and hassle-free experience. However, I was notified by the airline on 15th June that my outward flight has been canceled due to unforeseen circumstances.

Following the cancellation, I contacted the airline to explore possible alternatives or obtain a refund for my outward and inward flights. To my dismay, they informed me that as I had booked my journey through MakeMyTrip, I should approach your company directly for a refund. I raised a refund for my outward canceled flight(AI-403) and subsequently reached out to your customer service department to request assistance and a refund for the unused portion of my ticket. The customer representative told that both journeys have been booked under different PNR which is why we are not able to issue a complete refund for a return ticket. Now is it my problem? As I don't know how this PNR generation process works and I have done booking under one booking ID so it makes intuitive sense if my outward journey has been canceled then the inward journey should also be canceled and I should get the total refund.

However, I regret to inform you that I have encountered significant difficulty in obtaining a refund from MakeMyTrip. Your representatives have cited various reasons for refusing my request, including non-refundable policies and limitations imposed by the airline. When I was discussing this with him, he put me on mute for several minutes and then hung up on me. As a customer, I believe it is unfair to bear the financial burden of a canceled flight that was out of my control. I kindly request that you reconsider your stance on this matter and provide the appropriate refund for my complete journey.
I would like to draw your attention to the fact that as a reputable travel agency, MakeMyTrip has an obligation to ensure customer satisfaction and fair treatment. I have been a loyal customer of your company for several years, and I have always trusted MakeMyTrip to prioritize customer well-being and provide reliable services. However, the current situation has left me deeply disappointed and questioning the company's commitment to customer satisfaction.

In light of the circumstances, I kindly request that you take immediate action to resolve this matter by providing a refund for my complete journey. I understand that certain terms and conditions may apply, but I believe that a fair and just solution can be reached. I would appreciate your prompt attention to this issue.

Should my concerns not be addressed satisfactorily, I regret to inform you that I may have no choice but to escalate this matter further, including filing a complaint with the appropriate consumer protection agencies and sharing my experience with fellow travelers on various online platforms. However, I genuinely hope that we can resolve this matter amicably, without resorting to such measures.

Thank you for your attention to this matter. I trust that MakeMyTrip will uphold its commitment to customer satisfaction and take the necessary steps to rectify this situation promptly. I look forward to receiving a favorable response from your company and resolving this matter amicably.

Yours sincerely,
Shailish