Make My Trip Gurugram Haryana India - Refund not claimed under visa protection guarantee

I am writing to formally raise a grievance regarding my booking (Booking ID: NN*AKDOA***********) for my Mumbai–Sydney round trip, for which I had also purchased the Visa Protection Guarantee.

Despite fulfilling all required conditions, I am unable to initiate my claim due to a technical/system limitation on your platform, and I have received no resolution despite repeated attempts to contact your support teams.

Details of the issue:

My visa application was officially refused on ** April ****(refusal letter attached).
My flight was scheduled for ** May ****, and I cancelled the booking within the eligible time frame as per the Visa Protection Guarantee policy.
As per the policy, I am required to upload my visa rejection documents within ** hours of cancellation.

However, the problem is:

After cancelling the flight, there is NO option available on the platform to upload the visa rejection letter or raise a claim.
Instead, I am being automatically directed to accept a standard cancellation refund, which is incorrect and against the policy I purchased.
This is clearly a system failure on your end, not a lapse from my side.

Attempts made:

Contacted customer care multiple times (no resolution)
Emailed grievance team and visa helpdesk
Tried accessing the claim option via “My Trips” (not visible at all)

Key concern:
Due to the absence of a claim option, I am being unfairly prevented from submitting my documents within the required **-hour window. This should not invalidate my claim, as the failure lies with your system.

My request:

*. Immediately enable a manual claim process OR provide a direct link/portal where I can upload my visa rejection documents.
*. Confirm in writing that my claim will be considered under the Visa Protection Guarantee, not standard cancellation.
*. Process my refund as per the policy (airline + MMT cancellation charges covered), as applicable.

Please note that I have already lodged a formal complaint with the National Consumer Helpline regarding this issue. I request you to treat this matter with urgency and resolve it at the earliest to avoid further escalation.
I expect a clear resolution within **–** hours, failing which I will be constrained to pursue the matter through appropriate legal and consumer forums.

Kindly acknowledge receipt of this email and confirm the next steps.

I am attaching:
Visa refusal letter
Flight booking details