Makemytrip (india) Pvt. Ltd. - Fraudulent practice by the MakeMyTrip staff

Dear Mr. Kalra,


It is with deep regret I have to inform you about the fraudulent practice being carried out by the staff at MMT.

Case summary (#NL*************):
I booked a Europe trip for * nights (March **th to March **th) with MakeMyTrip. The team (Chetna, Neha, and Shiwali) promised me complete assistance and cooperation, while I was negotiating the deal with other agencies as well, the team assured me that the brand MakeMyTrip is renowned and would ensure that the trip is smooth for my family. As per their instructions, I paid over INR **K and applied for the visa only to get rejected. I wanted to withdraw my case and cancel the trip as the amount invested in the visa was wasted as well.
But the team convinced me that many times the rejection happens for the first time but usually comes through the second time and it has happened in the past as well. Without digging deeper to know what could be the possible reason, they asked me to apply again and this time they asked me to add the paper of my property as well. I did as I was told, however, I told them that I cannot pay the second installments unless I get my visas they agreed to it. But later one day before the visa application another person from the collections team called me (Md. Adil) and asked for the payment (INR *.*L) or else the booking will get canceled and the visa will get rejected, I spoke with Chetna & Neha and they assured me that I should make the payment else they will also not be able to hold the bookings and I should not worry the visa will come through. I applied again paid INR **K towards the visa fee and it got rejected again. Despite my repeated ask to understand the problem the first time no one tried to understand the reason neither anyone came to verify the papers. Post which the team made me wait for almost * weeks assuring me that they are doing something for the refund but at the last moment I got a call from the escalation team that my case has been closed and do I confirm my affirmation for no refund. This was totally unacceptable to me I tried to contact Chetna, but she told me that I should feel happy as I am not being asked for the third installment. I was like are you kidding me? what is wrong with people at MMT?
(I was also issued air tickets from Qatar airways, but the final flights was AirIndia so this was also misleading).
After which no one from the team called to confirm anything or tell me that the case is closed or something, how can someone take INR *.*L so lightly?

I have tried reaching your team including the escalation team (Her name was Sakshi and she refused to give me the reference number for the call we spoke over). However I figured something was not right as they were mounting pressure on me for the payment, so I have the call recordings and messages. It took me some time to arrange for your email id, I have come to you as a last corporate resort. I hope you will look into it and would refund my money back with the necessary steps to ensure such culture is not promoted at MMT.

I will consider this email acknowledged and will wait for your response for a week. Post which I will be forced to explore other options. I have lost almost INR *.**L in the complete process in addition to that stress to my family (my parents at this age, wife, and sister) and pathetic brand experience why should I customer only be penalized for this when the MMT assured to be the lead. Of all the options I chose MMT for peace of my and my family and I was harassed and mentally tortured for a full * months by your team and organization.


Please let me know if you need any other information. It took me some time and effort to get your email id, I look forward to your revert.



Regards
Anshu Katiyar