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Shashank Sharma filed complaint against Makemytrip (india) Pvt. Ltd. on Apr 2, 2019
I took a bus journey from Varanasi to Delhi on **.*.**** through RS Yadav Travels, tickets for which were booked using MakeMyTrip (MMT) under "On Time Guarantee (OTG)" policy (booking ID NU***************).
As per OTG Policy of MMT, a customer is entitled to get **% refund in case bus departs more than ** minutes late form originating stop (in this case, Varanasi). My bus was scheduled to depart at *.** pm from Varanasi, while the bus actually departed at around *.** pm which is approx. *.* hours delay in departure. Thus, I raised a complaint to MMT on **.*.**** itself for claiming the compensation of **% refund as per their OTG policy and have been following up with them regularly for the same. However, they have been stretching the matter since then. Initially, they denied the existence of any such policy and when countered by me, they accepted the policy but claimed that RS Yadav Travels is not covered under this policy. Again their false claim was countered by me with screenshots taken from their official app. On this, they assured to investigate the matter and get back to me. However, I am still awaiting any resolution to my complaint. As per their policy, standard time to resolve any complaint by MMT is ** hours and it has been more than a week, but no considerable progress has been made in my case.
Attached herewith are some of the screenshots, verifying my claim, whose description is as mentioned below:
*. jpg: MMT App screenshot showing details of "On Time Guarantee (OTG)" policy of MMT, as per which, a customer is entitled to get **% refund if an OTG Bus Operator's bus departs more than ** minutes late from the departing city.
*. jpg: MMT App screenshot showing RS Yadav Travels bus departing from Varanasi to Delhi at *.** pm is covered under OTG policy of MMT.
*. jpg: Screenshot of bus position as at *.** pm on **.*.****. The screenshot clearly shows the bus has not reached Varanasi till that time. Further, as per my conversation with MMT executive at *.* am at **.*.****, he himself has admitted that bus will reach the departure stop at about *.** pm.
Request you to take some action in this regard.
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