- Money not refunded ^Closed

Kalmanuri Vaditala Ravali filed this complaint against Make My Trip on Dec 16, 2018

I would like to bring to your notice about the issue I am facing with makemytrip for flight tickets from past * months, please find below the details for the same. Firstly, I would like to provide you the transaction details:

Booking Date: **th September ****

Airlines: Trujet.

Departure from Tirupati to Hyderabad

Departure date and time: **th September, *:** AM.

Email: provided

Phone number: provided

Passengers:* (I have provided the names also to the makemytrip customer care in FB messenger)

I have provided all these details to the makemytrip customer care team along with the screenshot of money being debited from my bank account and asked them to check about the booking after few hours as I didn't receive any confirmation or details of the flight booked neither through email nor through message. I simply received automated messages from the customer care stating “we are checking and will let you know" and after few days I was told that there was no transaction done for this booking and there was no record of booking ever taking place. In the mean time I made alternate transportation arrangements. After few days the customer care from makemytrip emailed me again stating "the transaction never took place and I was asked to follow up with the bank for the amount: Rs.**** being deducted". So, I approached the bank and launched a complaint to refund the same amount providing the email proof which makemytrip customer care team stated that no transaction had taken place at their end though the amount deducted from my account.

After contacting the bank support team on this issue, they started working on it. After the bank put an inquiry on the case I received a call from makemytrip customer care team and this time the story was completely different, makemytrip customer care stated that the tickets were booked and transaction took place in spite of denying it earlier. Nearly after * months, makemy trip care team emailed me requesting the debit card number and I rejected to provide due to security reasons. And then they requested the bank statement from the day of booking to till date. I provided all the details as requested.

The whole issue was completely side tracked from there and the blame was then put on me stating that the we never showed up for the booking we made and I was told that I never received the booking since I entered wrong email address. I gave all the transaction details very clearly right after the booking, if the issue was with incorrect email address, I should have been notified immediately so that I could cancel the tickets and rebook again with the correct email address instead of waiting for two months. We never showed up because we had no idea of transaction ever taking place and the customer care at makemy trip put me helpless situation by providing no means whatsoever. The issue was never taken seriously in spite of my repeated escalations on twitter and Facebook, until HDFC customer care got involved, it was pretty evident that the customer care at makemytrip did not take the issue seriously and if this was handled more professionally, the error would have never occurred.

So I was told I would be getting a refund of **** instead of the price that I made. I am still not understanding on what basis this conclusion was made even after my several rejections and disagreement.



So, In sum:

*. Firstly Why did the Customer Care at Makemytrip deny regarding the transaction without actually putting effort to check where the disconnect was.

*. During the time of the transaction, If the email entered was wrong there should have been efficient means of validation to the webpage in order to prevent the transactions occurring with wrong email addresses.

*. I did contact HDFC and also the customer care Trujet , which was something the Customer care at Makemy trip should have done in the first place. Makemytrip flatly denied the transaction ever took place and just tried to disown the problem and then after the bank inquiry was placed, the issue was diverted on me stating that all the problem happened because of user error instead of stating that webpage was full of loopholes.

*. Makemytrip did not make any effort, I made multiple trips to the bank, unlimited phone calls to bank customer care and now after doing all the work to see where the disconnect is. The customer care has come up with resolution of returning **** which is completely not fair and very unreasonable.



I will file a case in consumer Court if the resolution still remains same even after reaching you, as the fault is not from my end. It's the makemytrip customer care team who didn't act properly and timingly even after providing all the required details before hand.

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