Makemytrip.com - MakeMyTrip ticket booking fiasco

On **th August

Called MakeMyTrip to change the date of flight(Booking ID NN*************) AI-*** BOM-LHR to **-Sep where the original date was **-Sep

The call was answered by Shruti and mentioned that date change of above ticket would incur a penalty of **, ***/- plus a fare difference of *, ***/-. Original price of the ticket was **, ***/-. I recall that one date change was allowed on the ticket at the time of purchase, which was denied by the customer representative on the call

I was also informed that cancelling the above ticket would incur deducting around **, ***/- and refund would be **, ***/-. I had checked with the associate at least * times before proceeding to next action

Instead of spending another **, ***/- on Air India ticket, I decided to buy another ticket of **, ***/- on Emirates(Booking ID – IN*B*************) EY-*** and EY-** and refund the Air India ticket. My net outflow amounting to *

After purchasing another ticket, when I was transferred back to the Post-Sales International, I was attended by another representative Kapil and he informed me that the Air India ticket was non-refundable, which is when I told him that another representative had informed me otherwise. Kapil was not ready to find me a resolution to the situation

After a lot of persuasion, Kapil forwarded me to Mayur Malhotra and after a considerable explanation, he agreed to hear the recording of my call with Shruti and assured that MakeMytrip will do the needful if I was saying the truth

I was assigned a ticket number ************

On **th August

Mayur called back and accepted what I had said the previous day was true and Shruti had indeed given me incorrect information leading me to a precarious situation of holding a ticket I could not cancel and another ticket purchased the previous day

Mayur suggested that he would refund the Emirates ticket and refund **, ***/- with no penalty and that the refund will be made to me in * working days

Simultaneously I was informed that one cancellation was allowed in the AI-*** ticket which I availed to change the travel date and had to pay the fare difference of **, ***/-

I was assured by Mayur that the Etihad ticket would be placed for refund the immediately

On **th August

I received a call from MakeMyTrip and the representative on call was Lakshya, and was informed that the Etihad ticket refund incurred a penalty of **, ***/-

I gave him all the above details and he has assured me that refund will be done, however I have not received any intimation in my email

This is the worst customer experience I have ever had in my life

Makemytrip has customer representatives lacking knowledge(Shruti), not wanting to assist the customer(Kapil) and non-committal(Mayur, although I thought he was very helpful on **/**, but subsequently he hasn’t fulfilled his commitment by not processing the refund and providing all the background information)

MakeMytrip does not have proper processes to ensure that information and knowledge gathered at one place is percolated down to different departments as Lakshya had no idea that the refund without penalty was given to me by MakeMytrip as a penalty for providing incorrect information. A week has elapsed but the refund assured to me by MakeMyTrip has yet not been processed