- MakeMyTrip refund not issue for Indigo flight cancellation ^Open

Naren Neelamegam filed this complaint against Makemytrip india Pvt Ltd on Oct 08, 2023

Indigo Flight:
**-Sep-**: Booked Indigo Flight to travel from Kannur-Kerala to Chennai-TN through MakeMyTrip.com for Rs. ****
**-Sep-** **:**: Reached Kannur Airport, completed Security to reach Gate **
**-Sep-** **:**: Expected boarding time, but no clue of any Indigo attenders around
**-Sep-** **:**: Indigo person showed up with a mic to announce that the flight is delayed by **mins
**-Sep-** **:**: Original start time for the flight but still boarding not started
**-Sep-** **:**: Passengers started questioning Indigo attenders
**-Sep-** **:**: Indigo person announced that the flight is delayed due to some technical fault and will update on boarding time shortly
**-Sep-** **:**: Boarding started.. all the passengers were boarded on a bus to be taken to the flight.
**-Sep-** **:**: Bus reached to the flight while the previous journey passengers were still getting offboarded (it was raining), so they were taking the passengers one by one with * to * umbrellas. We were kept inside the bus with no way to talk to the bus driver (he had a closed glass cabin). The bus had only a max of * seats to sit, rest of the passengers including older ones were left to stand in the closed bus for around **mins. With no information from outside about boarding the flight, passengers started feeling like they were prisoned in a bus with no access or help and getting suffocated. One of the passengers started banging the bus door to get the attention of an outside Indigo person to get the door opened. The indigo person started making different statements that the flight has technical fault, its raining, we will be boarded shortly etc. The passengers started feeling the strangeness in the way they took the safety of us so lightly and kept us standing in the bus for **mins to board a flight that they think had a technical fault. So, we started insisting them to move us back to the Gate waiting area where we can at least sit and wait. (Some of the passengers shouted to cancel the flight as there is no guarantee of our safety).
**-Sep-** **:**: Bus took us back to the Gate, but we were let go through security check again to reach the gate (**).
**-Sep-** **:**: I asked them, if there can be any dinner arranged as I was planning to take my dinner in the flight and its already getting late. I was assured for dinner, but all passengers received only a snack cover with a biscuit, a juice box.
**-Sep-** **:**: I took my dinner in the airport cafeteria myself, spent around Rs.*** for just a Veg wrap and a coffee.
**-Sep-** **:** till **:**: The ground staff of Indigo kept stating that the flight will definitely not going to get cancelled, they fixed the technical fault, Airport authorities are doing their safety check to approve the flight to fly.
**-Sep-** **:**: I received a message from Indigo that the flight was cancelled. No ground staff around were around at that point those who promised that the flight was ok till *mins ago.
**-Sep-** **:** till **:**: I was standing in the queue of passengers to reach to the Indigo counter to ask for refund.
I opted for refund because, Indigo was offering another flight that was a connecting flight next day *am through Calicut or through Bangalore and they said there could be a waiting time of around * hours for connecting flight in that location. Out of the experience I just went through that day, I was not in a state to trust them, so chose for full refund. They gave a slip stating the ticket is cancelled and refund issued for Rs*,***. I knew this is Rs.*** additional that what I paid to MMT, but thinking that this will go to MMT, they may have their own billing commissions/calculations, didn't question Indigo much there.
**-Sep-** **:**: Phoned one of my relatives close by to pick me up from the airport who was planning to go Bangalore next day by his car.
**-Sep-** **:**: Reached my relative's home and went for a quick sleep after the long day.
**-Sep-** **:**: Started from Kannur to Bangalore
**-Sep-** **:**: Reached Bangalore Electronic City
**-Sep-** **:**: Boarded a bus to reach Chennai
**-Sep-** **:**: Reached Chennai (home). Lost a complete day due to the flight cancellation.

MakeMyTrip:
**-Spe-**: Received an email from MakeyMyTrip.com that my refund of Rs. **** has been issued. I was surprised as I paid Rs. **** and Indigo refunded Rs.****, but I am getting only Rs. ****. Called the customer care, and the support guy stated that Rs. *** was the non-refundable convenience fee which they won't refund. I got frustrated and shouted at them on "How can there be any convenience fee for inconvenience caused?", they should charge their service provider (Indigo) for cancelling the flight. After questioning their policy of convenience fee, the support guy agreed to raise a request to refund Rs.*** which he did and I received Rs.*** into my bank account directly. But then I thought I would check on the other refund Rs. **** and realized the catch. MMT stated that they had transferred Rs.**** to the MMT Wallet, but the wallet was only showing Rs.*** (which was the signup bonus from them). When I asked them about it, they went silent, there are no responses from the support for any of my emails (except the automated response that they are working on it). There is a button appears on the MakeMyTrip webpage screen stating "Transfer refund" to transfer the refund money to my bank account. But that button on the screen does nothing. Now, I have no idea how to get my money back after went through all these struggles. In fact, Indigo and MMT should have compensated all the passengers for the mistake that was done from their end. Instead, I see an unfair one-sided struggle that happened to passengers and the mental stress I am going through with MMT to get my money back.

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