COMPLAINT ON MAKEMYTRIP SERVICES

Sales representative: Nithin Thakur Client 1: Ms Revathi
Date of arrival: 6/7/2024 Country of birth: Singapore
Time of pick up: 1.50pm
Pick up location: Old Delhi Railway station Client 2: Ms Maheswary
Total amount paid: INR 36,440 Country of birth: Malaysia

Disappointment 1 – There was no driver at the station to pick us up and got into trouble with a drunkard as a result.
Disappointment 2 – Despite telling MMT earlier that we needed an English speaking driver, they did not arrange an English speaking driver.
Disappointment 3 – Did not take us to visit a tourist attraction that we had paid for and was part of the itinerary planned by MMT.
Disappointment 4 – Horrible hotel conditions
Disappointment 5 – Bad customer service. Even though they speak nicely, there are not able to make any decisions on the spot, always need to get back to us after checking with seniors, take a long time to get back to us, apart being apologetic they offer no solutions. They take complaints personally and feel attacked, more time is spent reassuring them and explaining what our expectations are and they don't understand even after that. Being the face and voice of the company, the customer service care need plenty of training. They took 6-7 hours to come with a conclusion.
Disappointment 6 – They arranged for us cheap hotels that cost 10% of the entire 3 - day package for 2 nights for 2 pax but charged us a hefty amount.
Disappointment 7 – After agreeing to refund a measly amount, they demanded for a receipt from the next hotel that we were going to take. This is was totally out of the world. What does it matter to them what we do with our money? Why do we need to provide them a receipt of what we decide to do with our own hard-earned money? What kind of obligation is this?
Disappointment 8 – Lack of response, super late replies and extended periods of waiting time. They didn't bother replying after 8.30pm. Did they 'assume' that this was like a fight between couple which will get better with sleep? They thought they could pacify us the next day? They didn't even know we were not staying at the hotel they arranged for us. We had left. Totally irresponsible and ignorant.
Disappointment 9 – I don't know who were speaking to but at this point management should have intervened and taken over. No one we spoke to had the authority and the power to do anything about refunds. They simply wasted our time and energy, repeating the same things over and over again to 5 different officers.

They day before arriving at Old Delhi Railway station, we had sent the Car driver our train details and phone number. We had also informed him in advance that we did not have mobile data (top-up and sim issues are complicated for foreigners visiting India). However, little did we know that, nothing short of a nightmare, was awaiting us upon our arrival.

Disappointment 1 – There was no driver at the station to pick us up and got into trouble with a drunkard as a result.

Firstly, there was no driver to pick us up at the station. The train had reached on time. We called the driver and he answered, but we couldn't have a proper conversation due to the language barrier. Driver did not understand a word of English and we could not converse in Hindi. We found out that Driver was not at the station as MMT promised. We were extremely disappointed that we did not have a pick up from the station. We had given train details in advance so that driver could have checked the gate number and waited at the exact location. As mentioned above, we had also informed car driver in advance that we did not have internet data to share location. We were left stranded.

Disappointment 2 – Despite telling MMT earlier that we needed an English speaking driver, they did not arrange an English speaking driver.

We were extremely disappointed in Nithin, the MMT representative whom we had communicated with months in advance, stating that we required a driver who was English speaking. We had to ask around for help from nearby commuters to help translate where we were. Despite them speaking to the driver in Hindi, the driver was still confused about our exact location. After 3-4 people had spoken to him, the driver finally made instructions through a commuter to us to take an auto to the 'Fountain' where he was and that he'd pay the auto-driver. We got onto an auto awaiting passengers by the station's entrance and passed the phone to auto driver so that the cab driver could pass the location details.

To our horror, the auto driver was drunk. It was only after the auto departed and when he started a conversation (of which we could not understand as it was in Hindi) did we notice his slur in speech and stench of alcohol. He mentioned the words "room" a few times. In the few minutes journey, our hearts were in our mouth. All sorts of scenarios played in our minds. He also did not want to return our phone which he taken from us when we had passed him to get the location from cab driver.

Our fears heightened when he refused to stop the auto. Thank goodness the cab driver spotted us from across the road as we were along the main road and he had to shout/stop traffic to reach us. The car driver managed to retrieve the phone and we made our way to the car. The drunk auto driver continued to follow us even after the car driver had settled the payment, requesting for more money which eventually the cab driver had to give to shoo him away. In the car, the driver was telling us that the auto driver was a drunk, bully and a cheat.
Along the way, we could not communicate our needs to the cab driver due to language barrier.
All of this could have been avoided if MMT has made proper arrangements on their side for an English-speaking driver. Drivers also should do their part by coming down to the station and checking the gate number so that they are well prepared to receive their guests. We did not feel safe at all the whole process and in fact, the holiday in Delhi started out as a stressful one.

Disappointment 3 – Did not take us to visit a tourist attraction that we had paid for and was part of the itinerary planned by MMT.
In the meantime, we tried to communicate with the driver about visiting Akshardham temple that was part of the itinerary planned by Nithin for the 6/7/2024. From sign language and basic Hindi/English words we understood that driver was telling us that we were not going to the temple. He said he was bringing us to the hotel to rest. He said that he would pick us up only the following day. We asked him a few times regarding the plan and also showed him the itinerary, but he said we were not going. We called Nithin again

We called Nithin to inform him of what had happened and requested for a change of driver. To which his response was "I'd already informed them, I don't know what happened". He did not take accountability and also did not tell us what he was going to do about it. He said he would call us back and he did not. We had to call him 3 times before we reached the hotel. Pls take note that the time was only 2.30pm and we had paid to be brought to Akshardham temple on that day. Why did MMT waste our entire day after taking so much money from us? None of these was addressed despite us reaching to customer service.

Disappointment 4 – Horrible hotel conditions

We were dropped off at what looked like a dingy looking hotel from the outside. As we stepped in, we were faced with 4 unfriendly looking men behind the hotel counter. There were no female staff members at all. They made us fill up some forms and both of us (females) strongly felt that they were eyeing our bodies. We were very uncomfortable as we adjusted our clothing and then we were brought up to the hotel room. Hotel room was very basic with a door that seemed to be falling apart anytime. We took turns to use the washroom but neither of us sat on the bed nor pull up the covers as the bed did not look clean and inviting at all. We sat on the chairs, feeling so disappointed and upset. We had paid a large sum of money. After a 6-hour travel from Punjab and a bad start at the Delhi railway with language issues and disappointment that the travel destination was cancelled, we did not expect the hotel conditions to be this bad.

The outside of the room was hideous. It looked like there was some construction work undergoing in the hotel. We had taken pictures of the exterior of the room as well as the door. While sitting in the room, we could hear construction workers speaking outside and other noises carrying through the door.

Disappointment 5 – Bad customer service. Even though they speak nicely, there are not able to make any decisions on the spot, always need to get back to us after checking with seniors, take a long time to get back to us, apart being apologetic they offer no solutions. They take complaints personally and feel attacked, more time is spent reassuring them and explaining what our expectations are and they don't understand even after that. Being the face and voice of the company, the customer service care need plenty of training. They took 6-7 hours to come with a conclusion.

Pls take note that by then, it had been an hour since Nithin told us that someone would get in touch with us. And also, just for context, no one did ever call us again after that. We are extremely disappointed and annoyed with Nithin for his poor arrangements and slow recovery. He had absolutely no consideration for time and kept making false promises. He said someone backend would contact us but no one did. After several calls, we got upset and started questioning him. He was unable to answer our questions. In fact, he was trying to pretend that everything was fine and the making the problem appear trivial by using the words 'only', 'nothing else'. He did not take accountability and responsibility of the problems. Eventually our frustration heightened, and so did his. As a customer service officer, he could not offer any solutions (except that someone would call us back when no one did) and we were getting exasperated. Failing to understand our situations, emotions and feelings, sitting behind the desk, he simply rebutted back. He implied that we were accusing him. He took things personally, got upset and put his feelings first when he should have put the customers' want and needs before his. He immaturely disrupted the call midway rudely and eventually went on to block us. At this point, we had lost almost all hope in MMT that we would have a good holiday experience. Not one thing has gone right from the beginning.

When we first contacted Nithin Thakur (phone no: 91 ******* *******) when we were back home from Singapore, he did not even try to understand his customers and our needs. Phone no: Nithin He hurriedly went through the booking for us without pausing for explanation. When I first spoke to him over the phone which was after my friend had communicated via whatsapp texts, I felt that Nithin was not interested or patient enough to explain the itinerary to me. I felt like he was in a hurry and he mentioned "I've already informed your friend". He seemed busy and frustrated to answer questions. Nithin conjured an itinerary within 5mins even though we gave him a couple of days to do it. I don't think he made much consideration or put much thought into the itinerary and that is was led to this poor planned, utterly disappointing service.

MMT customer service officers should understand their customers better. Especially when we are foreigners and are coming from afar. He should know that some things are not the same everywhere. He didn't mention the difference between a 3- and 4-star hotel in India. Based on the hotel he picked for us (The Grand Tashree) it was definitely a 1-star (or zero star) hotel. Completely not liveable even for local standards. How could he have expected foreigners to stay there? Later on, I spoke to a few other customer service officers of which none of them knew about the living conditions of the hotel. Simply used a template for us. It says on MMT website that you ensure that the itinerary will be planned customized to customers' convenience. But MMT has failed to do that.

My friend and I went to the hotel to check if we could get an upgrade hoping that there were better rooms in this unkempt place. The hotel obliged our request and gave us the upgrade. The room was considered a deluxe room, but honestly it was the same as the standard room, just with more space. The door was the same, and the floors creaked. Also, outside the room, it was dark and gloomy, no light and we have pictures of how ugly the exterior of the room was. It was dusty, there were broken chairs and table, paint buckets, etc, it was terrible.

After some time, a representative from the MMT called for a review. Phone no: 91 ******* *******. I checked with them if this call was arranged by Nithin, but unfortunately they said no and confirmed that this call was a customary call that was made to check if customers are happy. We then took this opportunity to share with them about everything that had happened. This lady officer was much more understanding and assured us that she would check with senior management. Something that Nithin did not do. After speaking to her, we felt better and decided to head to a mall while this is being sorted. We stayed out the whole time afterwards as we felt that the malls were more comfortable and safer than the hotel! Time had passed, we didn't get any updates from the lady as well so we called her again. By this time, it was already 7pm. Earlier she sounded promising and helpful but by this time, she did not sound so interested to help. She gave us another number to contact. Phone no: 91 ******* *******. It felt like we were simply unceremoniously tossed from one customer service officer to another. We were really losing hope. This 3rd customer service officer was named was Tash. He was not given a handover of any sort and so I had to repeat myself again from the beginning for the 3rd time that evening about everything that had happened up until that point. You can imagine the frustration build up, but we were very patient explaining our situation because we really needed help. Like the lady officer previously, this officer could do nothing more than being apologetic and sympathetic. He could not offer any solution. So I asked him if they could have a refund for the hotel and suggested that we would stay elsewhere. I also asked if we could have a refund for the entire trip because it was already 8pm at night and MMT had already wasted so much finding a solution. From the beginning, we were not taken care of, we struggled without understand the language and was in the hands of a drunkard, had a travel destination cancelled from the itinerary and had Nithin block us from whatsapp. What hope would anyone have that this trip was going to be any good?

MMT should have given us a refund considering what had happened. But the customer service of MMT is so poor that the upon mentioning of a refund, the officers became firm and mean, when otherwise they seemed to take things lightly and are generous with apologies without giving any solution. Tarkesh eventually agreed to give a refund for the hotel but he said he won't give a refund for the hotel in Agra which we were planning to go to 2 days later. By this time they had not mentioned anything about the Akshardham temple which we were not brought to as per itinerary and also had not updated us about whether or not we would have an English speaking driver situation. Once again, like the others, Tarkesh gave me another contact person, Aman, to finalise regarding the refund of the hotel.

With the 4th customer care service officer, Aman, I had to repeat the whole incident again. We had not changed, eaten anything or rested since we landed in Delhi at 1.50pm after a 6-hour train ride. I was completely drained and exhausted and it pained me to repeat the whole thing. But because our safety and stay, followed by money is at stake, I had to continue to repeat myself for the 4th time. After listening to our conversation, Aman said something that was beyond shocking. He said that he will proceed with a refund of the hotel, provided we show him the receipt of the next place of booking. On which realm of customer service is this request even legit? When you talk about a refund, you do not ask customers to show you a receipt. We are not school goers. It was absolutely pathetic how he handled the situation. At this point, we felt like we wanted nothing to do with MMT. They were completely immature and clueless and totally unprofessional. At that point, we felt like we were wasting my time. This was when we decided that we were not going to continue with the company.
Disappointment 6 – They arranged for us cheap hotels that cost 10% of the entire 3 - day package for 2 nights for 2 pax but charged us a hefty amount.

Aman told me that the refund value would be a mere INR 4000. We had paid a total of INR ******* for a 3-day package. The refund of a 2-night stay in a hotel was just 10.8% for a 3-day package for 2 pax. I started questioning the credibility of this information as we were never given a breakdown of costs. Nithin had told us in the call earlier that day when questioned about the cost of the hotel that it was INR 7000 for 2 nights. But Aman denied that, saying that Nithin was mistaken and said the hotel cost was INR 4000. How could the officers be so misled and confused and giving us customers the wrong information? My head was spinning by that time and Aman added on to the stress but ridiculously asking for the receipt as proof that I had used the refund money to get another hotel.

Disappointment 7 – After agreeing to refund a measly amount, they demanded for a receipt from the next hotel that we were going to take. This is was totally out of the world. What does it matter to them what we do with our money? Why do we need to provide them a receipt of what we decide to do with our own hard-earned money? What kind of obligation is this?

FYI we never got the refund. MMT lost a good paying customer and instead of trying to sort out our problems, they decided to make cheap settlements with us and even asked for receipt.

We checked out from the "hotel" that MMT has arranged for us that night between 8.30pm and 9.30pm and checked into another hotel, The Bristol. And I am attaching a receipt in this email of INR ******* that I had spent in another Hotel we had booked, The Bristol. I also informed Aman and everyone else we had contacted earlier that day that we would not be joining the activities here after and that we have withdrawn. I was met with blue ticks. As expected of MMT customer service.

Disappointment 8 – Lack of response, super late replies and extended periods of waiting time. They didn't bother replying after 8.30pm. Did they 'assume' that this was like a fight between couple which will get better with sleep? They thought they could pacify us the next day? They didn't even know we were not staying at the hotel they arranged for us. We had left. Totally irresponsible and ignorant.

This statement is found in the website. "With customer satisfaction being our ultimate goal, we also have a 24/7 dedicated helpline to cater to our customer's queries and concerns. ".
This is completely untrue.

The next morning, we received a call from MMT that someone was waiting for us at the lobby of the previous hotel. We kindly informed them that we had moved and asked him to come over to the Bristol. We decided to meet him before our breakfast. For the 5th time, I had to repeat the entire ordeal to this person face to face. He was sympathetic and apologetic just like all the others. He too was in disbelief with many of the things that the customer service officers did, like blocking our number. We ultimately asked for a refund which he said was not in his hands to give. Instead, he asked for a second chance to try and continue with their services. He had brought the driver along and he made more promises moving forward. He tried his best to convince us to go with him to meet the driver and follow the itinerary. I believe that any sane person, or even you, reading this, will not trust empty promises and give them a second chance. Whatever little hope we had was long crushed and we were determined not to do any business, have any ties or engage MMT services anymore.

Disappointment 9 – I don't know who were speaking to but at this point management should have intervened and taken over. No one we spoke to had the authority and the power to do anything about refunds. They simply wasted our time and energy, repeating the same things over and over again to 5 different officers.

I don't know why none of these customer services had the power and authority to offer real solutions. And yet they waste our time, having to explain the same ordeal for 5 times. I have visited many countries and this is by far the worst experience I've gotten regarding hotel stay and package deal.

We want to share our experience to everyone so that another person won't have to go through this again. We strongly urge you to reconsider their services and ask them for a detailed breakdown as they will charge you a lot for the cheapest deal. It's nothing like they promised. I rather tourists splurge the money on honest drivers and tour guides in the Country to boost its economy then spend it on energy vampires such as MMT.

Your employee Omkar Rajbhar first asked *******INR for the date change which I paid for. Then after an hour he aksed for another 7000INR which was unprofessional as this information should have been provided in first go only but I paid this amount as well and he confirmed me over the call that within 5-6 hours I will receive my new ressiued e-ticket.

After giving confirmation over the call about receiving my date change e ticket, Omkar then mailed me informing that *******INR will be charged extra.

This is a case of high incompetence. If he would have informed me in the first go only that total of *******INR will be the charge for the date change, I would have not proceeded further with payment and my 10th july ticket would have not been canceled.

On top of that when I told Omkar that I want to speak with your senior, he connected to Paras Arora on 6th june 2024. He was of no help as he kept on delaying my case for 9 days, due to which I told Paras that I want to speak to his senior. Then he connected me to Mr. Mohhamad Shoib on 15th june and over the call Mr. Shoib told me that makemytrip is liable and by 17th june eod I will receive my confirmed ticket for 10th of july from Sydeny to New Delhi.

I did not receive any ticket or call on 17th june from makemytrip's end. On 18th june I called again and your team connected me to Mr. Diljeet Singh and not Mr. Mohammad Shoib, I told him to ask Paras Arora about my complaint, after consulting with Paras he spoke to me and tried to confuse me about my complaint that you have agreed on the cancelation of your ticket. To this I said yes which was only due to incompetency of your employee Omkar Rajgbhar if he would have not misinformed me about the charges, I would have never agreed for the date change.

After 24hrs that is on 19th june Mr. Diljeet Singh called and twisted my entire complaint again and said he will not re-issue my 10th july ticket plus he asked me to pay 170USD extra if I want to confirm my ticket.

They did fraud with me i booked a ticket for morning flight with lugguage they sent me ticket via email but with evening FLIGHT with no luggauge

@*******@makemytrip # makemytripindia # makemytrip makemytrip.com
Serious concern: I booked hotel - "The Tiger Groove", Jim Corbett (Ramnagar) from #MakeMYTrip (Booking Id: NH*******6346) on 24th October 2023 and my booking was confirmed from #MMT.When I reached hotel after 6-7 hours of continuous driving, hotel manager said we have not received any booking confirmation from #MakeMYTrip against your Booking Id: NH*******6346 and refused to provide us any room. Due to the fault from MakeMYTrip end, hotel did not receive any confirmation email in advance.
When I called the #MakeMYTrip customer care, someone named Ajay picked up the call, I explained everything to him and also connected him with Hotel manager. The hotel manager asked Ajay to resend the booking email which was sent to the hotel on booking date but MMT customer care person Ajay was unable to forward those emails. Due to the fault from MakeMYTrip end, hotel did not receive any confirmation email in advance.
Due to peak holiday season, hotel was already full and hotel manager denied to give me any room. MMT customer care person Ajay told me they are refunding my amount and asked me to find alternative myself. I asked him to provide me alternative bookings as none of the hotels is available on these dates due to long weekends, but they denied for any alternate bookings and offered me 25% reimbursement (maximum 3000) on new bookings but they were not ready to give me alternate hotels. I tried a lot to find hotels nearby but I did not find any hotels. It was very frustrating and upset situation for me as I was with my family including my girl child.
I asked MMT customer care person Ajay to connect with any senior person or authority so that i can get any hotel room but they denied of doing so. I was in nowhere situation, stuck in an unknown place with my family. It spoiled all my holiday and fun mood and we all had to return back only mapping through the roads.
This is very irresponsible way of MakeMYTrip and I will file a complaint against all the mental harassment happened with me. They did not compensate anything for such a big mistake and harassment. I am posting this to connect with any higher authority of MakeMYTrip. I am never going to book any hotel through this platform that turned my holiday into the worst day of my life. All tired, we had nothing to do expect wandering in our car and returning back to our home as we had planned to take rest first in this hotel after so much driving and then explore the natural places at this tourist place. All in vain for a response from the senior officials of MMT. Such a pathetic experience. I won't recommend anyone about this platform after such a horrible experience. I need a good compensation against this as it wasted my precious time, money, mental peace and left all my family wandering on the roads.

Ticket (Reference No. **************592:)
Need *******@makemytrip

THE TICKET PRICE SHOWN and the price when you log in is diffrent.we end up paying 50 to 100 aed extra!
TOTAL RIPOFF

Diagnosed with bulging disc on 10th August 2023, which was pressing against my sciatica nerve – causing excruciating pain down my entire right leg. Was unable to walk for more than 2-3 minutes without having to sit down. My flights with different airlines were due on 17th and my booking with makemytrip was for 31st Aug 2023 – the last leg to get me home.

Had to cancel entire plans as was in so much pain and all other airlines, even booked with other websites, offered to either waive the cancellation fee or change the date free of charge. I provided all medical certificates and doctor's reports stating that I should not fly.

Contacted Makemytrip 22nd August, was advised to apply online to cancel the flight on medical grounds. Nobody called back. Only an email stating they tried to call me several times. No missed calls on my phone. 24th August, called them again, still no news. 25th Aug, advised Emirates don't offer medical waiver. Called Emirates, they state that they don't even see the medical reports and the Makemytrip have full control of the cancellation. Basically had zero help from Makemytrip and time was running out on my ticket. I called nearly everyday and sent over 10 emails asking for updates.

On 30th Aug (me calling again) was finally advised they cannot do anything except to cancel the flight and charge the normal cancellation fee! Even though the previous person I spoke to said that they have raised the case to somebody higher up – with of course no response from anyone.

Had they told me this info 5 days prior, I could've cancelled, got half my money back and rebooked myself the same flight on a different date at only a little bit more. Upon checking the flight I wanted, it doubled in price and Makemytrip had the nerve to ask for over 3500AED more to change the date for me on 30th Aug. Asked to speak to manager which they advised somebody will call in 24 hours. Guess what, as I am writing this, its been 35 hours. Of course nobody is calling back.

31st Aug, I cancelled my trip myself online and will get less than half my ticket price back, as I had NO OPTION because I would've lost everything if the flight had taken off without me cancelling first.

Absolutely absurd and ridiculous how they operate with zero care and no customer service or follow up. Every time you call it's a different agent who knows nothing. They will read the notes and still have no idea how to resolve. I will never use them again and would advise anyone else to avoid them.

This is in regards of our booking id NL*******342 booked on 1st April 2023 Kashmir package worth Rs 2.28lac for 3 people from Mumbai. Which was a 6N/7D trip. We were very happy to book our 1st package trip on Makemytrip (MMT). Little did we know this was the start of a tornado in our lives.

On 2nd may we got a call from MMT relationship manager informing us that Go first airline has gone bankrupt and now they won't be flying. We were completely shattered as to what will happen to our trip now? However since we had booked from MMT we were relaxed and at ease that our trip is in safe hands.

Next on 3rd may we get a call from our relationship manager informing us that since our flight won't fly we will have to rebook ourself on a different airline by paying another 75k for flight. Which was a shocker as we had already paid our 1st installment of RS ******* and now they are demanding extra ******* over and above our package of 2.28lac.

However we tried and convince our mmt relationship manager that since this was not our fault and it's beyond anyone's control can mmt book us on another flight within our promised package? To which she replied mmt will not take any responsibility and the only option is to either pay the balance amount or cancel the trip by paying 15k as penalty. We asked them as to why the deduction of 15k as it's not our fault and it's the airline which has got bankrupt so why penalise the passenger?

To this our relationship manager replied that MMT has paid the various vendors Rs.1000 amount as booking token in order to confirm our package. In reply to this we asked her to provide us the bifurcation of all the vendors they have paid. We also asked her for PNR no of the flight which they said they have booked for us. She replied in negative and told us blank NO she cannot share the details. When we told her to book us on an alternative flight within our cost for that too she said NO. When we resonated with her that since we are cancelling our trip due to flight error so kindly hold back the token paid to the airlines and refund the rest of the amount atleast and provide us the flight charges once they get the refund from the airline that too she did not agree.

Now we could not cancel the trip as we will lose the entire money of 23k and if we take the trip we pay extra 75 to 80k over and above 2.28lac and even after that there was no confirmation for our trip whether there will be any more problem or not?

As days kept passing we kept requesting MMT for cancellation and initiating our refund. However all our requests fell on deaf ears. Our relationship manager did not even sympathise with us and all the time kept asking for balance payment. As she wanted us to pay the money come what may. All this while the MMT manager and her team mates kept pressuring us to release the next payment without giving us any confirmation for our trip.

Our package had a date of 10th may 2023 that if we cancel on or before 10th may 2023 we will get 8k as refund after deducting 15k as penalty from the Rs******* which we paid as 1st installment. We kept sending them mails from 9th may 2023 left right and centre to cancel our package and MMT relationship manager and her senior sonali only kept mailing us to write 'We want to cancel our trip' and do not write any of your problems or request for refund, only then we will accept your cancellation otherwise the entire money paid by you will be forfeited.

We declined to write what they wanted us to write and told them to accept our mail as an official request for cancellation of our package. We did not wanted to cancel our trip but MMT did not leave any stone unturned and made sure we either cancel or pay up the balance amount. They even confirmed us over the phone that they had just blocked our package by paying 1000 to each vendor and not actually paid them the entire amount. So it was not difficult for MMT to deduct just the airline cost of 3k and refund the remaining amount as they deal with their vendors on a daily basis.

Our trip has been cancelled finally by MMT but they have not issued us a refund. We want to alert everyone booking their holiday packages from MMT by looking at Alia and Ranveer singh but the reality is MMT does not care about its customers and only cares about the money that the customer has to go pay to MMT. In all this fiasco none of the employees of MMT ever sympathise with our situation all they cared about was their balance payment to be paid at the earliest. Not a single apology from any of their employees even after explaining them our situation a million times over the call. Our next step will be to file for a consumer complaint against MMT in order to get our full refund and compensation for the mental harrasment that MMT gave us. Instead of enjoying our Kashmir trip we are now made to run from pillar to post to get our refund. Avoid MMT at all cost unless u belong to a bigger goon family then MMT...

Makemytrip was my favorite travel destination platform two years back. When I was in India, 2 years back I booked many online airplanes tickets, hotel, reservations, buses, etc. from this platform using the app in my phone. It was my favorite booking platform because it had all the options of travel and stay in one place and would give you the best suggestions regarding price.

Unfortunately I had a very sad experience with it this week. Upon searching about my problem online, I came to know that this is a normal trend in Makemytrip nowadays. I'm surprised that the management, HR, and other people in higher authority, as well as government officials of India, are not investigating on this issue. Let me explain in detail.

I had booked a ticket from Washington to New York to New Delhi for October 2023 in April 2023 and Makemytrip was the best platform that gave me the lowest cost I could find anywhere even including Google search. This was where I found out about the recent American airlines Plane that goes from New York to New Delhi and is very economical. My booking was done and everything was good but after a few days I realized that I had got an email from official MakeMyTrip support and in the email they said that my reservation was re-scheduled by American Airlines themselves and it had to be booked for the next day for outbound, as well as for the inbound from India. This email was very fishy because it had no official proof or any kind or attachments from the airlines or anything like that. It was just plain text typed email and being skeptical person, I went into the American Airlines official app and checked for my flights and there I saw there was no change required. I immediately replied the email from Makemytrip asking me to change the reservation saying "no I don't want to change the reservation". I thought this will be enough but when I searched online, I heard a couple who had done the same as me; that is ask them not to change the reservation when they had got a similar email but two days before their flight, there was the cancellation and they had to rebook the flight from their behalf, the cost being almost a double of what they had booked earlier. I think this experience was shared on Reddit. This was probably for 2022 or 2021. This was a very sad incident. There were other instances where people were cheated on their money, because some people believed this email is from official MakeMyTrip support, and I'm surprised that nobody regulates that email. And people did the reservation and they never received the total refund which we are promised to them to be given by Makemytrip.

After learning about these stories, just me not consenting to the email from Makemytrip I thought was not going to be enough because on my search online I came to understand that whenever you book a ticket from external third parties they have the full authority to do whatever with your reservation that is either cancel it or modify it, and this was very ridiculous for me. Let me explain that again, if you purchase any air ticket from third-party vendors like Makemytrip, then Makemytrip has the authority to change your ticket, reschedule your ticket or cancel your ticket with airlines on my behalf. The airline cannot prevent that in any way. Having learned this, I knew that just not consenting to the email from MakeMyTrip wouldn't be enough and there was always a possibility that they canceled my flight and I had to book again. I don't know how they will earn money that way, but one thing I can think of is if I had agreed to the email and changed the tickets myself they probably would get the refund and basically not refund me. There were a few examples online about these kind of scenarios as well.

The solution for me was I called American Airlines, and asked them to take the authority of the ticket and remove the third-party vendor which is Makemytrip but as for the rules and regulations that's not possible and American Airlines customer care told me that I had to authorize some kind of small change in the flight schedule, and only when there is some change, the American airlines can take the full ownership and remove the third-party vendor. In this case the third-party vendor being Makemytrip. Since my schedule was for Deepali and the Dussheera time and Thanksgiving was right after that, I had not much option for changing the schedule, but luckily my inbound flight from India to US had a chance of rescheduling for the next day which was OK for me. However, American Airlines told me that I had to pay $4800 to do this change. My cost of original airline ticket itself was $1400 which was booked through MakeMyTrip and when I checked later on American Airlines express website, it was in fact $1000. I dropped the call with American Airlines customer care and later chatted with them in the chat through their mobile app. I asked them what American Airlines does to protect its customer from fraud and explained my situation and then they said that they will do the rescheduling only this time it will be free. I think the American Airlines customer care person on the chat did not know how to Exploit me and I see a little bit of fault in American Airlines also in this scenario as well but luckily, they rescheduled me where they made the change only being the inbound flight was changed to one day later, and that change triggered the system in American Airlines and now they could take the full Authority over this ticket. And the third-party Makemytrip was removed.

Right now I'm waiting for to board my plane and hopefully everything goes well.

It's sad that a very good platform like MakeMyTrip, which has a lot of features and capabilities has been run by scammers these days. It was definitely a very good company a few years back and there's no doubt about that. But now scammers have got jobs in this place and the management are not doing anything to fight this which is very very sad. I would have loved to support a homegrown platform flourish. But I cannot do that now. Hope government officials take notice and take of drastic measures against these scammers as well as the executives and management position people of this company, including the CEO.

Background: I did a reservation for a hotel (Lemon Tree Premier, Aerocity, New Delhi) for a night stay however the first transaction got failed and then I reinitiated the payment and then the transaction was successful.

Issue: The first transaction was failed even though Makemytrip was able to take the money from my account and I end up having 2 bookings on same day at same hotel. So, I called the customer service and requested to cancel the first booking as I got the message of transaction failure which end up in having a duplicate reservations.

Result: I called to customer service 14 times and I have to tell the background to each of the agent on each call (this was very very frustrating). THEY DON'T HAVE A LOGGING SYSTEM/SOFTWARE.
They will put me on hold saying that they are connecting to Lemon Tree hotel and will get back after they will have word with the hotel people.

Scam: They (Make my trip agents) will say that no one picked the call at Lemon Tree Hotel so they will try again after some time and will revert back once they will hear from hotel. But no one will call to the hotel and no one will ever call me. They will say that they sent an email to the hotel and are awaiting response. When I spoke to hotel they told that they will speak to Makemytrip and not to me as I booked through makemytrip.
So, I don't know in the backend that actually makemytrip is doing something to get the money back or they actually cheated me.
I had to travel back to my country and they sent me an email that the agent was not able to connect with me so they closed my ticket. They have script for all the different scenarios and they are very well planned scammers/thief. They know how to steal money from hard working people. They scammed/stole 300 dollars from me and I don't want this should happen to anyone else.
PLEASE DO NOT USE THEM FOR ANY BOOKING SERVICE.

Booking on 23 sep 2022 from Hyd-Dubai -HYD
Made a request for name change on 28th OCT with Passport with Reference number: **************792
Mohd Ahmed - HE mentioned before nov 14 the return ticket name has been changed and waiting for onwards journey
On nov 14th he asked us to book the new ticket with new pnr so will get the full refund with attachment from emirates
After N number of calls, on Nov 22 night one of the executive promised us we will get the full amount back. Asked us to book a new ticket with 22k higher price.
On Nov. 30th when i called for the refund they mentioned they cannot give the amount as it was booked with non refund policy.
But as per policy its a not a non-refundable.
As we have raised a request with many reference number with different customer services: **************616, **************168, **************136, **************056, **************128, **************472, **************768.**************768
I spoke with many people but i was referring to some people only here Mohd Ahmed, Arijit De, SUCHANDRA BASU, Sayoni Chatterjee, SNEHA DUTTA, ANNAPURNA SHARMA, Nusrat Siraj, Olivia Khan
All gave us 24-48 hr max time for the refund but none of them respond me.
Some people never called me and just mentioned they are unable to reach me even after giving couple of mobile numbers.
Its almost more than 20 days and we haven't got any refund yet, when ever i call MMT customer care people new executive people will connect.
And need to say everything and again he will ask us to wait for another 24-48 hrs from 25 days