- Refund refusal for cancelled booking ^Open

Harikrishna Sureshkumar filed this complaint against Makemytrip. Com on Sep 21, 2019

I had made a booking with Makemytrip.com on August *th for * days with my family at Jyothis Residency Hotel, Kollur, Karnataka with booking ID NH*************. I had prepaid the entire amount of Rs **,*** and made the booking. But unfortunately, due to the heavy floods and landslides in parts of Karnataka and on the route to our destination, it was risky for us to travel and we decided to cancel the trip on August *th. I called Makemytrip customer care and requested them for a cancellation of the booking and a refund as we did not want to take a risk during the natural calamity. On contact with the customer care, I was told was assured that the matter will be looked into with high seriousness and I was assured that I would get a call from their "back end team". Not only did I not receive any call I had to repeatedly call their customer care every day for the next few days wasting my time and energy. Each time I was assured that they were looking into the matter and was told that the customer service is their top priority. Finally, after days of waiting, I got a call from their executive stating that they cannot give any refund as their policy stated * days prior cancellation was required for a refund and informed me that they cannot process a refund. Not only did my time and money go for waste, they argued with me that they totally understood my situation and that I deserved a refund but the hotel (Jyothis Residency) is unwilling to initiate a refund by stating that the rains were not so serious in their locality. It was totally baffling as there are newspaper reports and videos on the internet showing heavy rains and landslides during those days, and it was disheartening for me that despite the numerous efforts, my concern was not solved by the Makemytrip team. Despite the company assuring a hundred percent customer satisfaction as their top priority, I found it to be totally ignorant of their customer's concerns.
They had totally washed their hands off and told me that the refund would be possible, no mistake on my part. Companies like Makemytrip advertise themselves as the best travel agent in the market but are actually totally ignorant of their customers and seem to be more interested in serving their relationship with hotel chains associated with them than the customers. I will have sue the company in case the issue is not solved at the earliest.

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