Make My Trip - Duplicate booking due to malfunctioning of website

Around **.** pm on November *,****, I made a booking on makemytrip.com for the travel of my son for a multi city trip Chennai-Pune and Pune Mumbai .Once I confirmed traveller details, I made the payment using Netbanking for Rs. **** towards the tickets. However, after the payment was successful, instead of the travel itinerary , the website popped up a detailed message statting " while the payment has been made, the booking has not been successful which happens in rare cases and that the refund for the payment made would be credited back to my bank account and that a fresh booking should be done. The message also contained a link for fresh alternate bookings. I was still logged into my account and the website. I hence assumed that there is a genuine error and went ahead to do a fresh booking as advised. It is pertinent to note here that the same Indigo flight from Chennai to Pune which i had made on my first attempt at booking did not show up further confirming to me that indeed this was a genuine error on the part of the website. While I kept the return flight booking from Mumbai to Chennai on Jan * the same, I booked the onward journey from Mumbai to Pune on a later Jet flight. This payment and booking was successful.

Within minutes of this transaction, I got emails from MakeMYtrip confirming both the bookings. I was shocked and immediately called your customer care to report the error on the website. However the executive ( I think his name was Mr Prem) confirmed that both were valid bookings and that I would need to lose Rs. **** as cancellation charges on the first ticket. I requested to speak to his supervisor but despite waiting for ** minutes on a call ( am sure your call records would confirm my conversation), he claimed that nothing could be done and the supervisor was not available to take my call. He mentioned that the supervisor would call within ** hours, something which never happened. I asked him to register a complaint. The whole experience for me late in the night was very unsettling since I have made so many bookings on the website and never faced such a problem.. I would believe that the website of your scale should have recorded every such interaction with the customer .i would neither be concocting the above message details since this was a standard message type of your website I believe eg rare instance of booking not happening ,credit within * days and alternate booking link cannot be not part of the standard msg type on your site, nor would I wilfully make * bookings for the same traveller on the same day within * minutes of each other .

Since I was uneasy after the call, I immediately raised a service request on your website giving the above details ( Booking ID :************** for the first booking for Rs. **** which did not go through and the subsequent booking ID ************** for Rs. ****. I got a response that complaint reference id ******--****** has been assigned.My request is for the full refund of Rs. **** on cancellation for the first itinerary to be given to me as was mentioned in the message which appeared on the website.

Without however any consideration of facts and no checking with me, I got a message saying that my request has been closed. i then raised an escalation to Stage * on November *,**** (please see enclosed mail). Despite * days having gone by and * reminders from me, i am yet to receive any response on this esclation.

I am aggrieved by this and want immediate resolution