[Resolved]  MakeMyTrip India — Unable to get intl return ticket cancelled since apr 2015

Address:	New Delhi, Delhi
Website:	makemytrip.com

I have been having multiple calls with makemytrip agents, which have eaten up approx. 40 mins each time. I have escalated my complaints to the highest level available through website. Yet no results. The story is, I booked a 2-way ticket for travel from Mumbai to Chicago and return - for Air India using the makemytrip.com website as agent. I got an extension on the project and tried to get my ticket canceled, in first week of Apr, for cancelation of my ticket for 18-Apr. I was told to reach to the airlines directly to make the ticket open first. I got the ticket open from Air India, and they said the ticket is valid until Jan 2016. From May onwards, I have contacted makemytrip call center at least 5 times (wasting at least 3 hours of cumulative time), and have been escalating my requests registered on their website. Every time they say they are checking with the airlines whether it was a no-show. I have repeatedly told them that a no-show would have occurred if I wouldn't have got the ticket open / extended, and let it pass. Yet, they are unable to figure out the logic, and not canceling the ticket. The critical part I want to bring attention to is - I escalated my request at the top most level (to the management - Geeta Eral, Head of Customer Delight - "ironically named") at 06-Nov-2015 08:48 am IST. I also received a system generated mail from her name, that they are looking into my request. But today I saw the request again falling back to the same workflow, so I decided to write on this complaint. With this forum, I want to bring to notice that makemytrip.com is working in a very non-efficient way. Their call center agents either do not understand what the customers are trying to say, or perhaps they are made to put on excuses to not to respond affirmatively to customers. makemytrip really need to improve their processes. Please provide comments on this. Thanks, Vaibhav Sharma