Makemytrip.com, Inc

Review: Booked a ticket to [redacted] in April, 2014. Booking ID #[redacted] Could not travel on the May[redacted], 2014 due to Health reasons and [redacted] pain. Filed a medical waiver and informed them about the health condition. was told that the ticket can be rebooked later during the year. never entertained to refund or cancel the ticket on health waiver. Filed Health waiver case ID : Reference ID:[[redacted]].

Made 100's of phone calls and everytime get an assurance that the issue will be looked into but never got resolved.

It has been an year since my call to these guys and felt tired of making phone calls and emails..

Need my ticket amount of $1200 to be refunded.Desired Settlement: Need the Ticket amount to be refunded asap without any further delay.

Business

Response:

Dear [redacted],Validated the concerns and found that while you called in the month of May, last year, regarding keeping the ticket open on Medical grounds, we advised that the ticket can be kept open till ** Apr 15 and date change penalty of USD 250 along with any fare difference would be applicable to travel. you called later that month to change the ticket and re route, to which we denied as that wasn't permitted as per Airline fare rules. Post that you reached us in the month of Feb this year to check the ticket status, to which we did advise the ticket validity to be till ** Apr 15, we've also reminded that date change penalty of USD 250 along with any fare difference would be applicable to travel. Later that month you called up again for booking and denied for paying change penalty of USD 250 along with any fare difference. We did ask for Medical docs to seek any exception from the Airline but were denied any waiver from the Airline. We did inform you the same via email and on call, wherein you denied to travel due to Medical reasons and wanted refund. This time we checked with the Airline for refund but were denied for that too and we did inform you the same via email, call and on voice mail. In this series of interaction, all the terms and conditions related to the validity of the ticket, change penalty and any fare difference was advised, well in advance but there wasn't any date within the validity provided from your. Unfortunately your booking has no value now and no refund can be processed.Regards,Team - CustomerDelight

Review: I have a ticket from makemytrip.com for December 2014, I called the customer care to pre-pone my ticket to November [redacted]. When I called the customer care representative told me that they were unable to pull the price for economy and they could only offer me a business class ticket for the [redacted] of November at the moment so I should call later. I asked them to speak with the supervisor and was informed that the supervisor was on a another call and they could only arrange a call back which will be no later than 4 hours.

I called the Airlines and they told me that it was against their policy to change unused tickets and I should contact the travel company(makemytrip.com). Upon checking the British Airways website I found out that there were economy tickets available for [redacted] and [redacted] of November. So I decided to call the travel company again and they told me that there weren't any tickets until November the [redacted] for economy but they couldn't book it because they couldn't see the price on their system. I told them that it was an emergency because my family member was in the ICU and in a critical condition and requested if they could contact the airlines to see if they could help in this situation. The customer care representative [redacted] said that they couldn't do anything about it and I should call back later. I asked again if I could speak with the supervisor as it has been an hour since my last call and I was hoping that the supervisor was done with the previous call by now. I was then informed that it was 6AM at the location of their customer care center and there were no supervisors present at all. I told him about my previous conversation with makemytrip customer care and I was reassured that there was no supervisor present and they start work at 9:00 Am and I should call back then or wait for the call back for another 4 hours. Frustrated by the continuous lying by the customer care representatives I figured that I was wasting my time here and there wouldn't be any escalation of my request.

A few hours past and I call them again this time around I am informed that there are no tickets till November the [redacted] and while talking to them I can still see tickets available on British Airways website. At this point I realize I have been on the phone with the customer care representatives for a total of about an hour and thirty minutes and there hasn't been any indication of a positive outcome. Knowing that they don't care at all by now, I ask for ticket cancellation and a full refund because they were unable to arrange for a reschedule even though there were options available and I was told that the ticket is non-refundable I informed the representative that a we had been told that there is a refund of $233 (Rs. 14000) in case of cancellation. The representative checked his system and claimed that there was no note of that and hence they will not provide any refunds.

I think it is completely unethical the customer care representatives to lie about the ticket availability, availability of the supervisor and avoiding and delaying the escalation of the issue and completely refusing any refund. I believe that every company should have some empathy and have some consideration for medical emergencies.

After my experience with the customer service at makemytrip.com I read through some of the Revdex.com complaints and found out that they have a rote apology letter claiming that every incident is rare and wouldn't be repeated in the future and yet they have shown no effort whatsoever to improve customer experience or correct their unethical practices. If anything, I have come to the conclusion that they have used these complains to change their user agreement policies to ensure that people can't claim refunds and they can shirk off all responsibility as a travel service provider.

I have no hope of getting any resolution from makemytrip.com and I hope that Revdex.com can be of assistance with my issue. I hope other people read this and be aware of what they could potentially go through if they choose to do business with makemytrip.comDesired Settlement: If I can't get a refund I hope that others can benefit from my experience and take their business elsewhere.

Business

Response:

Dear [redacted], This is in reference to your complaint on Revdex.com, we regret the inconvenience caused to you while dealing with us. We assure you that this is a rare incident and we will make sure that this should not be repeated in future. Kindly note that we were trying to reach you at ###-###-#### but the number was in voice mail. Further, we are checking if any refund can be claimed against your non-refundable ticket with the Airline and we will update you at the earliest. We request you to kindly share the nearest dates if you intend to travel. We thank you for your patience and co-operationRegards,Team - CustomerDelight

Review: On Jan ** 2015, I made a flight reservation in [redacted] using MakeMyTrip travel site for trip from Mangalore to Bangalore for Jan **, 2015. On Jan [redacted], I received a text message from MakeMyTrip stating that flight has been canceled and that I should claim my refund which I did using the weblink provided by MakeMyTrip.

After waiting for 3 weeks for the refund, I contacted MakeMyTrip on Jan ** and was told that they will process the refund soon. I also contacted SpiceJet who informed me that I should contact MakeMyTrip who made the travel arrangement for my refund

I followed up MakeMyTrip on Feb [redacted] and was told that MakeMyTrip will soon resolve the issue. On my subsequent follow up on Feb ** I was told that they are awaiting for the payment from [redacted].

I contacted them again on Feb ** and was told that my case has been escalated to level 2. I also got another email saying that the amount is credited into the same account that was used for payment.

Since I did not see any refund on my credit card and after waiting for a few days, I contacted on Feb [redacted] and I was told that my case has been elevated to level 3.

I am still waiting for my refund and have not been able to get any response for subsequent emails.

Emails from MakmyTrip

Jan * Flight Canceled; We request you to click on the link below to initiate the full refund for your booking. The refund will be processed in 5 working days.

Jan ** Being processed Reference ID [redacted] has been assigned for your case

Feb * Will resolve soon

Feb ** Unfortunately, [redacted] is yet to come out with a time as to when they will refund the fares for the cancelled flight.

Feb ** Escalated to Level 2 - Our customer service team 'We Care' will review the case and connect back within 48 Hours

Feb ** We checked our records and can confirm that the refund against your [redacted] booking has been processed and the amount is credited into the same account that was used for payment. We request you to please check the refund details with your bank.

Feb ** Escalated to level 3

March * Response By Email ([redacted]) (07/**/2015 04.33 PM).

Click for status – but does not connect to websiteDesired Settlement: Refund the money I paid $172.89

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Dear [redacted]:MakeMy Trip have refunded $172.18 to my credit card account. It was posted on 3/**.I want to thank you for your help.They did not take action until Revdex.com contacted them.I want to thank you for your help.Have a great weekend[redacted]

Sincerely,

Business

Response:

Dear [redacted], This is in reference to your complaint against booking id [redacted] we apologize for the delay in resolving your concerns. We assure you that this is a rare incident and we will make sure that this should not be repeated in future. We have now initiated a refund of INR 10,822 and same will reflect in your account as per your bank’s processing cycle. Thank you for your patience and co-operationTeam - CustomerDelight

Review: I have booked 4 Airline tickets (e-tickets) for an International travel on 12/**/13 with MakeMyTrip Inc, more than 9 days ago and I have provided all the necessary details along with payment.

I still do not have any confirmation of my tickets ( no e-tickets yet) and the company charged my credit card for the amount already.

On inquiry, customer representative is telling me that since my child's passport is expired (PP is with the State Dept. for renewal) they cannot issue the tickets to me.

I am concerned that If I don't get my tickets in time my travel plans will be Jeopardized. It is a peak season; ticket prices are going up and I may not be able to afford the tickets from else where.

I suspect there is something fishy about this deal..Desired Settlement: Deliver my confirmed tickets ASAP and apologies for holding my tickets on the pretext of passport.

Business

Response:

Re: Complaint from [redacted]

Dear Sir,

This has reference to your letter dated [redacted] Nov, 2013 with regard to the aforesaid complaint received by us on [redacted] Nov, 2013.

Review: I made a flight reservation using the service of Make my trip for my wife [redacted] and [redacted] from Seattle, WA, USA to Kochi, Kerala, India on May [redacted], 2014 for travel on October [redacted], 2014. The flight itinerary was through Lufthansa and Jet Airways. The original route was Seattle-Frankfurt-Chennai-Kochi. I paid $2640.00 towards the cost of my flight ticket. My booking reservation number is [redacted] and my electronic ticket number is [redacted] for my wife and [redacted] for my son [redacted]. The travel agency website is [redacted]After the reservation was made, the travel agency modified their route to Seattle-Frankfurt-Chennai-Bengaluru-Kochi and increased their layover reroute without the passengers or my consent.I have been interacting with the agency from May, 2014 till September [redacted], 2014 to provide better connection and reduced layover. The agency has been using delaying tactic and been requesting for more time till September [redacted]. On September [redacted], I informed the agency that due to the reroute and unnecessary layover, I would like to cancel the flight arrangement and would request the refund as the flight schedule didnt meet my expected needs. The agency responded back saying that they would take necessary action for full refund of my money. Each day I have called the agency and they have requested for additional extension for providing me the refund. I understand that they have used an intermediary agency for making the reservation. I believe that the intermediary agency is Cosmopolitan Travel Services, with office at [redacted] with office phone no as ###-###-####. Their web site is [redacted]Till September **, 2014, 1300 HR EST, the agency has not responded back or provided me any refund or any positive indication for any suitable remedial action. Though this ticket is a non-refundable ticket, I believe that the ticket was issued for a specific flight for a specific destination with specific layover. Since the route has been changed and the layover has been modified, I believe that the terms of non-refundable ticket should not be applicable and cant be enforced. I request that suitable action be taken for full refund as remedial action for my plight.Help in this regard appreciatedRegards[redacted]Desired Settlement: I would appreciate if the travel agency or their intermediary provide me full refund as they have modified the terms of the original agreement without my consent

Business

Response:

Dear [redacted],

This is with reference to your complaint, we apologize for any inconvenience caused to you and we regret the delay in resolving your concerns. We are getting the details checked and we will E-mail you directly with the update at the earliest.

Thank you for your patience and co-operation.

Regards,

Team - CustomerDelight

Review: Make My Trip Provided scheduled my flights in such a way that me along with my two small kids and my wife were made to miss the connecting flight. Makemytrip kept a flight gap of 1 hour and 25 minutes between the two flights which is good for any US airport but not in Mumbai airport. That is because they booked us in two different airlines. They did not tell us that the luggage has to be cheecked out and again checked in for the connecting flights. They also did not tell us that in Mumbai you have to come out of the airport to switch terminals and take a private cab to go to the next terminal. It was impossible to accomplish all that in such a short time which resulted in missed flight and stranding of me, my wife and two kids aged 10 & 7 in an unfamiliar place. If makemytrip schedules areservation at a particular time and another connecting flight to take off at a particular time, it must provide for time required in all functions, including security, immigration and air traffic management, which are necessarily concerned with or mandated for such landing and departure.Desired Settlement: Need refund for the price paid. I had to buy fresh pair of tickets for my journey.

Business

Response:

This has reference to your letter dated [redacted] Sep, 2013 with regard to the aforesaid complaint received by us on [redacted] Sep, 2013.

At the outset we apologize for the inconvenience caused to the complainant. However, we are pleased to inform that being a customer centric company we have taken a policy decision to provide a resolution to the complainant as per his requirements. The email dated [redacted] Sep, 2013 is enclosed herewith for your ready reference

Kindly acknowledge the receipt of the letter and return an acknowledged copy of the same to our office.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I sent the booking ID # on September [redacted]. Have not heard back on any resolution yet.

Dear [redacted],

My make my trip booking ID for this travel was - [redacted].

Do let me know if any additional information is required.

thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Sir,

This has reference to your letter dated [redacted] Sep, 2013 with regard to the aforesaid complaint received by us on [redacted] Sep, 2013.

At the outset we apologize for the inconvenience caused to the complainant. However, we are pleased to inform that being a customer centric company we have taken a policy decision to provide a resolution to the complainant as per his requirements. The email dated [redacted] Sep, 2013 is enclosed herewith for your ready reference

Kindly acknowledge the receipt of the letter and return an acknowledged copy of the same to our office.

Review: I had booked a ticket with ID [redacted] dated May [redacted] to travel to India on July [redacted] , 2014 and returning on Sep. [redacted]. However I had to extend my stay in India and hence the return part was changed to Open. I contacted the office to make a reservation for return in October . I was told that the ticket had been used for traveling from Brussels to Charlotte. I explained to the representative that my passport does not have an exit stamp which proves that I had never left the country and hence could not travel from Brussels to Charlotte. He assured to contact me in 6 hrs and resolve the issue. However , despite my repeated calls, nothing was done and I was told to contact the airlines directly. I was told by American airlines to go to their counter directly and show the passport to prove my presence in India. I had no problems to do the same but there is no counter/ office for AA in India. So my recourse was to contact Make my trip as they were my agents and it was their fare. I waited for about a week as I had called them on oct [redacted] and did not get any satisfactory response. As I was not able to get any help from either AA or make my trip, I had to get a ticket from another airlines and fly back home . I contacted Make my trip again on Nov. [redacted] and was assured that the supervisor will call me back. However, no calls have been returned. Since I had to buy another ticket to return back, I should be entitled to a partial refund of the ticket. Make my trip has been negligent in providing the services.Desired Settlement: Partial refund of the ticket as return trip services were not provided .

Business

Response:

Dear [redacted], This is in reference to our telephonic confirmation, we regret the inconvenience caused to while dealing with us. We assure you that this is a rare incident and we will make sure that this should not be repeated in future. Further, as discussed the ticket status for BRU-CLT is marked as exchanged (under Airline’s control) and hence we could not assist you with the changes. We are now getting this validated with the Airline and we will update you at the earliest. Solicit your co-operation. Regards, Team - CustomerDelight

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not travel on Sep. [redacted] as alleged that the ticket was exchanged. My passport proves the same and the email sent by Make my trip that the staus was changed to "Open". Despite several calls made to the business, no response and help in reissuing the ticket was received. When the ticket status was changed to " Open" thru Make my trip, how did it change to "exchange", when no such request was made from my end. Since, no help was rendered by business in reissuing the ticket, despite several calls, the fare for return segment should be refunded. business should be held responsible in lapse /omission of rendering services though fare was paid to them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],We understand the delay, however, we want to help you in the matter and hence we are dealing with the Airline on the matter on your behalf. We appreciate your patience.Regards,Team - CustomerDelight

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because as per the email sent by business on Dec.[redacted],they already agreed to refund $1100.00 so what matter is being resolved with airlines. As mentioned earlier, the business should deal with airlines on their level and has nothing to do with me. The business should now initiate the refund ASAP as it is already over 2 months. And if they want to take their sweet time, should start calculating an interest on the said amount as there is no reason to delay the refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I'm owed a refund of about $1600 since end of Aug and I've made atleast 6 attempts to to speak with the customer service and escalated the matter. They always respond with someone will get back within 24 hours. They just don't want to refund. [redacted] - booking number.

They booked the wrong flight for me than was discussed over the phone. They acknowledged their mistake and agreed to cancel my ticket and issue me full refund. That process itself took weeks atleast 5 follow ups.

Now they will not issue me a refund. The last call with them was 10/**/2014 and I was informed their [redacted] would get back within 24 hours.Desired Settlement: I'd like an immediate refund of the money that I'm owed.

I'd like $250 in penalty for all the harassment they have put me through with many hours on the phone.

Business

Response:

[redacted]

Dear Sir,

This has reference to your letter dated [redacted] October, 2014 with regard to the aforementioned complaint received by us on , [redacted] October, 2014

At the outset we apologize for the inconvenience caused to the complainant. However, we are pleased to inform you that an amount of USD 1600.51 has been refunded on [redacted] October,2014 to the same card that the complainant used at the time of booking and should reflect on your account as per the bank processing cycle.

Please note that the above said is towards full and final settlement of all the claims and there is no cause of action existing against us in favour of the complainant.

Kindly acknowledge the receipt of the letter and return an acknowledged copy of the same to our office.

Yours sincerely,

--------------------------------------------------------------------------------...⇄

Review: I just booked two tickets with this travel agent. The tickets are from Washington, D.C. To mumbai, India. After booking the tickets I came home and checked our passports and they do not have our middle initials. I called the travel agent within a couple hours and was told to call the Airlines (Virgin Atlantic) to make the correction. When I called the Arline's they said the travel agent has to make the correction on their end. So I called make my trip again and explained what I was told by the airlines. At this point the agent became extremely rude and said no we cannot do anything, you have to call the airlines. So again I called the airlines and asked them if there was any charges involved and who really should be making the correction. Again Virgin Atlantic Airways told me that there is no charges involved and since I had just booked the tickets, the travel agent has to change it in there system and it would automatically update with Virgin Atlantic. So I call Make my trip again and this time I am to,d that it would cost $200 per tickets. That is just plain ripoff, I just paid $2900 for two tickets and now they want $400 more just to correct a name, when the airline itself has no charge. Pleas help me solve this ASAP. Thank you KindlyDesired Settlement: I want them to correct the passenger names on both tickets. All they have to do is remove the middle initials from both tickets

Business

Response:

Dear [redacted],

This is in reference to your complaint with Revdex.com, we

apologize for any inconvenience caused to you while dealing with us. We assure

you that this is a rare incident and we will make sure that it should not be

repeated in future.

Further, kindly note that I am checking the details and I

will update you accordingly at the earliest. Meanwhile, kindly acknowledge my

e-mail if your concerns are already resolved

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had booked tickets for travel in India using Makemytrip.com - booking ID [redacted] We had change in travel plans leading to change in travel dates - I paid additional charges for the difference in fare plus applicable fees. We eventually never traveled and ended up cancelling the tickets - the company refunded me original fare amount minus applicable charges, however they have failed to refund me the additional difference in fare I had paid to change my travel dates. Per my conversation with customer support Ref #[redacted] - this amount was to be refunded to me by June 2013. I have repeatedly called the business for checking refund status and have always been assured that it will be processed - which never happens.Desired Settlement: Need full refund of monies paid to makemytrip.com

Business

Response:

Dear Sir,

This has reference to your letter dated [redacted] Jul, 2013 with regard to the aforesaid complaint received by us on [redacted] Jul, 2013.

At the outset we apologize for the inconvenience caused to the complainant. However, we are pleased to inform that being a customer centric company we have taken a policy decision to provide a resolution to the complainant as per his requirements. The email dated [redacted] Jul, 2013 is enclosed herewith for your ready reference

Kindly acknowledge the receipt of the letter and return an acknowledged copy of the same to our office.

[redacted]

Business

Response:

Dear Sir,

This has reference to your letter dated [redacted] Jul, 2013 with regard to the aforesaid complaint received by us on [redacted] Jul, 2013.

At the outset we apologize for the inconvenience caused to the complainant. However, we are pleased to inform that being a customer centric company we have taken a policy decision to provide a resolution to the complainant as per his requirements. The email dated [redacted] Jul, 2013 is enclosed herewith for your ready reference

Kindly acknowledge the receipt of the letter and return an acknowledged copy of the same to our office.

[redacted] | Assistant Manager - Customer Delight

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I booked tickets for my parents on 11/**/2015 @11:11 PM EST for a total cost of $2491. On the next day, ticket costs went down by $350 and the latest cost is $2140. Travel was from India to USA

On 11/**/2015 @ 9 PM, I requested makemytrip to adjust the price difference. They were not able to get it done since the travel does not start from US. I asked to cancel the ticket and they charged cancellation fee of $218 for 2 tickets even though the cancellation request was within 24 hours. They were not ready to adjust the price or waive cancellation fee (even though the cancellation request was within 24 hours).

Cancellation Policy and Price Adjustment policy were not reasonable. Booking ID: [redacted].

I had to cancel the ticket and lost $218 on cancellation fee and then rebooked the tickets with lowest price directly on British Airways site.Desired Settlement: Refund cancellation charge of $218 as it is not reasonable

Business

Response:

Dear All,

Greetings from Makemytrip.

We reret the inconvenience caused to you for not initiating full refund at the intitial stage of cancellation. Due to the difference in time zones, the time cancellation was done, was a different date hence cancellation penalty was chargeable for us.

Being an Ex-India travel, the ID in which ticket was issued had different rules. However, after doing the internal investigation we are refunding the cancellation penalty of USD 218, that was charged. Please accept teh same.

As per the telphonic conversation with [redacted], refund will be done within the same account through which it was deducted within 10-21 working days.

Thank You & Regards,

Team-CustomerDelight

Makemytrip.

Review: I booked three refundable airplane tickets from Houston to INdia and back on March * 2014 on the makemytrip website. I paid $5662 via [redacted] for the three tickets. On June [redacted], I requested a cancellation of the tickets and a refund. Per the standard refund policy, I agreed to pay $1245 in cancellation fees which results in a refund of $4417 owed to me. It has been more than 4 months now and I have not yet received my refund. I keep getting excuses everytime I call stating that "it is in approvals" and to wait for another 24-48hrs..Desired Settlement: I want my refund of $4417 to be processed immediately and the money credited to my credit card.

Business

Response:

Dear [redacted],

This is in reference to your complaint on Revdex.com, we apologize for any inconvenience caused to you while dealing with us. We assure you that this is a rare incident and we will make sure that this should not be repeated in future.

Further, kindly be informed that we have initiated a refund of $ 4,417 on [redacted] Oct’14 and same will reflect in your account within 7-10 working days or as per your bank’s billing cycle.

Regards,

Team – CustomerDelight

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. While I would have preferred that I got my money back within their stated 8 week period I am glad I did get the money back eventually without having to resort to legal action. I requested my refund on June [redacted] 2014 and received it on Nov [redacted] 2014.

Sincerely,

Review: I booked air ticket from New York to Delhi through MakeMyTrip.com on ** September. The transaction was covered by Low Fare Guarantee - whereby in case the fare dropped within 1 week - the differential was to be refunded. I paid USD 1310. The price of same flight was lowered on same website to USD 1267 on ** September. Further, on the website they offer a discount code "[redacted]" for USD 100 discount but no place to enter the code. Customer is required to call agents to avail the discount. This promotion started on ** September. Effectively the price of the ticket if booked on ** September would have been USD 1167. But I could not take screenshots since the visible price was USD 1,267. I filled for refund of the differential and submitted all the required screenshots. I have been getting mails from different customer agents daily which say - "the case is being considered and we shall revert". The processed the refund for USD 43 only ($1310-$1267=$43) and not USD 143 ($1310-$1167=$143). Even the refund of $43 has not been credited to my account. I tried escalating the issue but the agent told me there is no senior person available and there was nothing he could do.Desired Settlement: Kindly expedite my refund and please take note that this Company indulges in unfair practices. It does not display its discount offers clearly on website.

Business

Response:

Dear Sir,

This has reference to your letter dated [redacted] October, 2013 with regard to the aforesaid complaint received by us on [redacted] October, 2013.

At the outset we apologize for the inconvenience caused to the complainant. However, we are pleased to inform that being a customer centric company we have taken a policy decision to provide a resolution to the complainant as per his requirements. The email dated [redacted] October, 2013 is enclosed herewith for your ready reference.

Kindly acknowledge the receipt of the letter and return an acknowledged copy of the same to our office.

Yours sincerely,

Team-Customer Delight

Review: Back in Jan 2014, I purchased 3 airline tickets to Bengaluru,India through a makemytrip agent for travel in July 2014 for USD $4895. Booking ID : [redacted]. Airline I booked was via Lufthansa. When we reached DFW airport on Jul [redacted] 2014 to travel to India, the Lufthansa gate agent found out that my younger daughter's visa had expired and they did not issue the boarding pass. Since she is a minor child, I could not leave her alone and travel. Hence all 3 of us decided to cancel the trip. Immediately, the gate agent made me contact Lufthansa and made sure our tickets were canceled and that it was not a no-show. So we are entitled to re-booking. Lufthansa told me that since it was booked thru' make my trip, I have to contact them back for re-booking.

Since then, I have reached out to makemytrip several times that I have lost count, spent hours together trying to resolve this issue (for refund or rebooking) but they have not helped me in any manner. In turn they have caused me lot of emotional grief and wasted too much of my time. Every agent I get to talk turned out to be incompetent and no supervisor gave me any solution. Sometimes, the agent would outright tell me they work without supervisors and simply harass me to send documents. I have sent them copies of expired visa and all 3 of our passports. But they keep saying it is invalid, although they are the ones who wanted me to send the same.

Due to the inability of makemytrip to resolve the issue, I reached out to Lufthansa customer service. Lufthansa was responsive and they informed me that they do not need any sort of documentation from me and all the travel agent had to do was file a 'waiver' for refund or re-booking. Lufthansa has considered my case and has agreed to charge $150 cancellation fee and credit my account with $4895 USD and allow me to re-book the tickets with the travel agent for travel in Jul 2015. Lufthansa said I had to reach out to makemytrip to do the re-booking.

Per Lufthansa's instructions, I reached out to makemytrip again to re-book the tickets upon terms that Lufthansa agreed but makemytrip is playing games again. They are demanding more documents from me, wants a written proof of what Lufthansa agreed with me etc., This is totally uncalled for and it is the travel agent who should be working with Lufthansa to sort this out. Despite Lufthansa being cooperative in this matter, makemytrip is trying to usurp the tickets and my money. I have been very patient with makemytrip but they have the worst customer service and causing me great grief.Desired Settlement: I would like makemytrip to contact me to re-book my tickets and not demand any more unnecessary documentation and extra money. I am willing to pay $150 cancellation fee for re-booking as Lufthansa has indicated but I will not pay any other fees/charges for re-booking my tickets to Jul 2015 travel. In case, makemytrip causes me more hassles and grief, I don't want to go through them to re-book and demand a full refund of $4895 USD that I paid them.

Business

Response:

[redacted] Dear Sir, This has reference to your letter dated [redacted] September, 2012 with regard to the aforesaid complaint received by us on [redacted] September, 2014. At the outset we apologize for the inconvenience caused to the complainant. However, we are pleased to inform that being a customer centric company we have taken a policy decision to provide a resolution to the complainant as per his requirements. The email dated [redacted] September,2014 is enclosed herewith for your ready reference Hope the above said is as per the requirement of the complainant. Kindly acknowledge the receipt of the letter and return an acknowledged copy of the same to our office. Yours sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I received an email this morning from makemytrip asking for my telephone number stating that the one they have on file does not work. Although, they have called me numerous times on the same number on file, they claim it is not working. That is not correct. However, being cooperative as I have always been, I have provided my telephone number(s) to contact me but so far I have not received a call from them. Until, they call and rebook my tickets, I do not consider this case resolved. I am waiting for makemytrip to call me.Regards,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] Dear Sir, This has reference to your letter dated [redacted] October, 2014 with regard to the aforesaid complaint received by us on [redacted] October, 2014. At the outset we apologize for the inconvenience caused to the complainant. However, we are pleased to inform that being a customer centric company we have taken a policy decision to provide a resolution to the complainant as per his requirements. Kindly acknowledge the receipt of the letter and return an acknowledged copy of the same to our office. Yours sincerely,[redacted]

Consumer

Response:

At this time, I have been contacted directly by Makemytrip.com, Inc regarding complaint ID [redacted], however my complaint has NOT been resolved because:

It is the same situation as always. MakeMyTrip contacts me to rebook my tickets with all types of additional fees and fare difference. I should not be paying anything extra except the $150 fee. MakeMyTrip has caused lot of grief and I will be contacting Attorney General's office and Consumer affairs also to help resolve this matter.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased an airline ticket for myself ([redacted]) and my wife ([redacted]) through MakeMyTrip.com on 12/**/2013 for round-trip from Dallas, TX, USA to New Delhi, India and back. Travel dates were for September & October 2014. The booking ID of this ticket from the merchant was [redacted]. The total amount paid was USD 2,338 for the tickets.

On 05/**/2014, I requested a change of dates for travel and the merchant converted the ticket to an open ticket. Merchant MakeMyTrip.com Inc. confirmed over e-mail that we can make the changes on this open ticket till ** Decemeber 2014 by paying applicable fare difference and penalties.

ISSUE: I have now contacted the merchant at least 4 times in past month to request a change in the above stated open ticket. The merchant has been grossly negligent in providing service and support to me as a customer and is not able to complete my request to change travel dates. There are 3 specific issues with this merchant:

1) Customer service has not been able to honor my repeated request to change the purchased open ticket by calling their customer service on [redacted]. They either claim that they are facing technical issues or the customer service is unreachable despite claiming 24 hour support.

2) They do not honor the commitment to call back after being unable to service my request due to their fault (technical issues at their end or unreachable customer service)

3) The customer service agents are unprofessional and abruptly abandon the call and start taking another call or engage in personal chit chat with other agents while I am on the line.

I have wasted over 4 hours of my time with no resolution with customer service of being able to avail the product/service I purchased in form of an air ticket. This is not acceptable standard of service quality.Desired Settlement: I would like the merchant to refund the charged fare of USD 2,338 immediately to my credit card used at the time of my booking or issue a check of the said amount.

Business

Response:

Dear [redacted], This is in reference to your complaint, we regret any inconvenience. We have checked the details and found that the same class of service/seats were not available for the requested dates and hence we could make the change initially. Delay in resolving your concerns is highly regretted. Further, we are getting the details checked and we will update you with the details at the earliest. Regards, Team – CustomerDelight

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Response Here]

I have reached the customer service of business again and they have charged me $800 for change of schedule post this complaint (which implies that seats were available) but unfortunately my complaint still remains unresolved because I have not yet received the new ticket per the updated schedule or the invoice for the charges. The payment was made on 12/*/2014 and the screenshot of payment is attached for booking ID [redacted] Also, I would like to understand the breakup of charges because I was initially told over email that there is only a $350 per person charge for schedule change which sums to $700 for two passengers but I have been charged $800.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],Your tickets are confirmed and ticketed as discussed earlier. Thank you for your patience and co-operation.Regards,Team - CustomerDelight

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,