Makemytrip india Pvt Ltd - Incorrect Information Shared

am writing this email to register a strict and formal complaint against MakeMyTrip for providing misleading and incorrect information through your travel advisor, which caused me and my wife significant last-minute distress and a financial loss of ₹**,***.

I had purchased a Bali travel package from Mumbai (Booking Id: NL*************) through MakeMyTrip and booked it *.* months in advance, expecting a smooth and hassle-free experience. Later, while coordinating airport transfer details, your advisor contacted me, and during a WhatsApp call I shared flight options for both onward and return journeys.

For my onward journey, I booked Vietnam Airlines flight tickets from Mumbai to Bali under the same PNR, which was a proper connecting flight.

Initially, I booked my return flight from Bali to Mumbai via Singapore. However, within *–* days of booking, the airline changed the itinerary and added an additional stop at Malaysia, which caused my connection to be missed.

Due to this change, I immediately contacted the MakeMyTrip advisor for assistance. She suggested an alternate option and recommended booking another flight. The revised option was with Singapore Airlines, which again involved a self-transfer route.


I shared the same flight details with the advisor on WhatsApp and proceeded only after her confirmation. Based on her confirmation, we booked the revised flight tickets on *nd or *rd April.

However, while booking my return flight (Bali to Mumbai), I found an option involving Bali → Singapore → Mumbai, which was clearly mentioned as a self-transfer flight (not a connecting flight), meaning baggage collection and immigration clearance were required at Singapore.

Since visa requirements are extremely critical for international travel, I specifically asked your advisor during the call whether I would require a Singapore transit visa. Your advisor confidently stated that:

No visa is required if the transit is less than * hours, and
Even if a visa is required, it can be arranged at the airport.
Based on this assurance from an official MakeMyTrip advisor, I proceeded to book the flight.

Unfortunately, *–* days before my departure to Bali, I spoke with a friend who is a frequent traveler to Bali and ANZ regions, and he immediately informed me that I would definitely require a Singapore visa because it is a self-transfer flight and baggage collection requires immigration clearance.

I immediately contacted the same MakeMyTrip advisor again, but she remained overconfident and repeated that she was “***% sure” no visa was required and that MakeMyTrip handles such cases daily.

Since I had blindly trusted your advisor, I began verifying the information myself. I contacted:

Changi Airport, who confirmed a visa was required
Singapore Airlines, who confirmed that a visa was mandatory since it was a separate booking/self-transfer and immigration clearance would be required
This incorrect guidance from MakeMyTrip caused immense last-minute stress and panic for me and my wife. This was our honeymoon trip, and instead of enjoying the planning phase, we were forced to deal with urgent travel complications due to MakeMyTrip’s negligence.

Because of this serious mistake, I had no choice but to cancel my original plan and book an alternative return flight at the last moment, resulting in an additional expense of ₹**,*** for two passengers.

Had correct information been shared at the right time, I would have simply applied for a Singapore visa, which costs approximately ₹*,***, especially since the booking was done nearly two months in advance.

To make matters worse, when your advisor later realized it was her mistake, she completely denied discussing visa requirements with me, which is highly unprofessional and unacceptable.

I have clear WhatsApp proof showing that I shared the Bali–Singapore–Mumbai flight option with her while discussing this on call.

This is a clear case of misinformation and negligence from MakeMyTrip.
Even if flight tickets were booked through a third party, the incorrect visa guidance was provided by a MakeMyTrip advisor, and if she was unsure, she should have clearly stated that she had no confirmation instead of giving false assurance with full confidence.

I am a frequent traveler to the UK and EU and a well-travelled and educated individual. It was completely logical and responsible of me to confirm visa requirements before booking. I trusted your advisor because she represented MakeMyTrip.

Attached some proofs for your reference. The conversation over whatsapp which are inline with the call logs on the same day.