[Resolved]  MakeMyTrip India — wrong /illegal cancellations of air travel and hotel bookings by mmt

Address:

MakeMyTrip India Pvt. Ltd., DLF Building No. 5 Tower B DLF Cyber City, DLF Phase 2 Sector 25, Gurugram, Haryana 122002, India, Gurgaon, Haryana

Complaint regarding wrongfully / illegal cancellation of my hotel and air travel bookings and inclusion of cancellations of hotel and air travel bookings of other unknown persons against my mmt account for the purpose of refund adjustment for bookings which have not been made by me and breach of my private security of mmt account

Dear sir,
1. 1. I am mmt user for last many years and i am also a mmt black customer for last two consecutive years.

2. I wish to bring to your notice that w. E. F. 00.32 am on 20/09/2019, i received a series of message of cancellations of my air travel bookings with mmt. Since i was awake being at hyderabad airport i could immediately contact mmt helpline at 00.39 am on 20/09/2019 and informed the helpline executive about theses cancellations which were not initiated by me and requested to restore them. The executive after some time confirmed that he was able to restore my immediate flight that is 0435 indigo flight (Booking id - nf[protected] with pnr - facqd8v) scheduled from hyderabad to delhi and for the balance of the cancelled flights he informed me that he has raised a complaint which would be looked into at later timer frame and they would be resolved within 72 hours. Details of other cancelled flights are as under:
A. Delhi to bagdogra (Return flight) - 28/09/2019 and 02/10/2019. (Booking id - nf-[protected])
B. Bagdogra to delhi flight (Return flight) – 24/10/2019 and 29/10/2019. (Booking id - nf[protected])

3. At 00.52 am, on 20/09/2019 indigo informed me about cancellation of my boarding pass of the 0435 flight (Pnr - facqd8v) from hyderabad to new delhi inspite of the fact that i had checked in and cleared my security also.

4. I once again called mmt helpline around 1.09 am on 20/09/2019 seeking your help. However inspite of best of my efforts, the executive could only advise me to buy a new ticket at my own cost and wait for the resolution of my problem in next 72 hours. Having no other option i bought a new ticket and travelled to delhi in the same flight of indigo (Pnr-yfl2rf)

5. On landing at delhi i received a message around 6.40 am, on 20/09/2019 that the balance amount of payment for my hotel booking at ludhiana from 22/09/2019 to 23/09/2019 has been deducted which was followed by a message that my request for cancellation and refund has been processed. (Booking id - nh[protected].

6. I once again called mmt help line around 7.00 am on 20/09/2091 and informed the executive that i have not made any request for refund/cancellation. However once again the only answer i could get that mmt will revert back to me in next 72 hours as this matter pertains to technical team.

7. Once i returned home and opened my mmt account, to my horror i found that not only my air and hotel bookings were cancelled but also there were other cancellations of some unknown persons which was shown in my account and the meagre refund received by me for the illegal cancellations of my booking was adjusted against these unknown cancellation bookings which were not done from my mmt account/myself. The details of booking ids of these unknown booking cancellations are as under:

I. Nh[protected]
Ii. Nf [protected]
Iii. Nn[protected]
Iv. Nf [protected]
V. Round trip hyderabad to houstan 15/11/19 – 17/01/20

8. I once again called mmt helpline around 11.00 am and informed the executive about these facts which she confirmed the facts narrated by me and also confirmed that i had called up mmt three times earlier to resolve this issue o[censored]nauthorised cancellations. She advised me that it would be taken up on priority and mmt will resolve my problem in next 72 hours.

9. Having narrated the facts hereinbefore i must report that mmt could not provide any resolution to cater for my immediate help and also the helpline executives though face the brunt of customer anger and are your mouthpiece yet they have very limited authority to resolve problems which may require immediate measures to damage control other aspects like breach of credit card / debit card account credentials which are linked to my mmt account.

10. Though i have made alternate arrangements for my hyderabad to delhi flight as stated above and also has done a fresh booking for my ludhiana hotel reservation on 22/23/09/2019 as well as my wife return flights from delhi to bagdogra on 28/09/2019 and 02/10/2019 respectively. I request you to investigate the cause of such breach of my account and those of other members of mmt and refund me my entire money at the earliest.in this regard please refer to my calls to your executives as well as my 6 e-mails and chat responses since 00.39 am on 20/09/2019 to resolve my issue on priority.

11. The above mentioned illegal cancellations of my bookings without any fault at my end has not only caused financial loss to me but also the mental agony and harassment to my family members after receiving cancellation messages at 00.32 am of 20/09/2019. Having put my trust in your company inspite of minor glitches earlier, i am now seriously considering to delink my account from mmt primarily due to the poor damage control measures adopted by ill trained executives of mmt and also inspite of the fact that even after registering my complaint four times with you about loss of my hard earned money and privacy no one from mmt has reverted back to me in 24 hours.

12. Though i failed to understand the slow and unconcerned response of mmt towards my problem, i am sure at my end that i won’t allow your company to get unjust enriched from an army veteran’s pension. I request you to respond to this email within next 48 hours as promised by your executives, failing which i will exercise legal remedies under crpc and consumer protection act to claim my legitimate damages.

With regards
(Xxxx)
Colonel rakesh kharb (Retd)

Note - i have taken screen shots of the cancelled bookings including those of other persons which were not made from my mmt account/ myself and are being shown in my mmt account. If required same will be forwarded to you as evidence.