Name of Complainant	Rohan
Date of Complaint	February 21, 2021
Name(s) of companies complained against	Make my trip
Category of complaint	Tours & Travels
Permanent link of complaint	Right click to copy link
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Text of Complaint by Rohan:

I had booked my round trip tickets (Emirates Airline) to Dubai on 18-Sep-19 for travel between 28-Nov-19 to 03-Dec-19 for me and my wife using Make My Trip app. Due to medical reasons, my wife was advised not to travel. I had approached customer care of MMT and Emirates who helped me to keep my tickets open for a period of 1 year from the date of booking. i.e., until September 2020.

However, since the advent of pandemic, the flights were put on hold for many months and customers were told to connect to Service providers/ Airlines to either extend the tickets or avail a refund. I had continuously tried reaching out to Make My Trip (MMT) customer care number to keep my ticket open for 1 more year (as offered by many Airlines due to pandemic – upto 720 days) but was unable to connect. I even tried reaching Emirates Airlines but since the booking was made from MMT (Travel Agent), I was directed to get in touch with MMT. I am attaching call logs (whatsapp responses) and chats with Chatbot (myra) of MMT for the period April to May 2020 but dint receive any response. Unfortunately, I and few of my family members were infected with the Covid 19 during the time of June-September which made me completely lose track of ticket renewal. I am attaching medical reports for your reference.

On 06-Dec-2020, I could connect to MMT IVR (Interactive voice response) which directed me to use MMT mobile app self-service to raise a open ticket request. I raised the request using the app as per the instructions on 06-Dec-2020 to keep my ticket open but MMT cancelled my tickets and refunded Rs 3,921 to my source account.

After repeated and failed attempts to call MMT customer care to highlight the issue, on 28-Dec-20, I could finally connect to a customer representative of MMT and when I raised this issue of cancelling the tickets instead of keeping the ticket open, I was told that the Airline had cancelled the tickets in the month of September 2020 since 1 year had past the booking date post deduction of Airline charges and MMT charges (Rs 30,522 and Rs 1,958 respectively). Since the ticket was already cancelled, MMT did not have an option to keep the ticket open and hence they refunded Rs 3921 into my account. MMT customer representative also suggested approaching the Airline to put forward my case for waiver of Airline charges as the Airline has customer friendly policies.

As guided by MMT, I approached Emirates Airlines. Upon investigation by Airline, It was found that MMT had raised a request to Emirates to cancel the tickets in 29-Aug-20 and Airlines had accepted that request and refund had been processed after deduction of Airline fee and MMT fee of Rs 30,522 and Rs 1,958 respectively . However, Emirates Customer representative could not provide any resolution as the ticket was booked through MMT. He mentioned any customer issues should be routed through MMT and MMT shall connect to Emirates sales team for resolution.

Hence, it proves false statements have been made by MMT with a blame on the Airline for cancellation.

Now, I am left in lurch since I had paid Rs 36401 for the round trip tickets and only received Rs 3921 though it was not my fault. Moreover, the account (Credit card) which was used for booking the tickets has expired and Rs 3921 is still not accessible which eventually makes lose the entire amount of Rs 36401.

I demand complete refund or extension of tickets by 720 days (without any additional fee) from MMT due to below reasons:

• Covid times is an exceptional scenario. Lockdown and flight restrictions did not allow me to travel within the extension period i.e., September 2020.
• MMT should have contacted Customer before sharing cancellation request to Emirates in 29-Aug-2020.
• I have been charged an airline fee and MMT fee of Rs 30,522 and Rs 1,958 respectively even though I have not used flight services.
• As a customer I have made repeated attempts to connect to MMT and Airline but due to poor customer support of MMT, issue was not resolved.
• MMT has received an amount of Rs 3921 in August 2020 and they have processed refund only in the month of December 2020. Hence, they have earned interest on the refund money which they are not entitled to.
• False claims by MMT that the cancellation was done by Airlines themselves after expiry of extension period.

As you understand, due to the pandemic, my travel plans remain uncertain. Hence, I kindly request you to consider my case and direct MMT to keep my tickets open for 720 days or refund the full amount i.e, Rs 36401 into my bank account. Your considerate mail response can help resolve my dilemma and relieve me of mental agony caused due to this. In addition to the refund or the extension, I would also request for a compensation of Rs 1,00,000 from MMT for causing mental agony for many months.

My flight details and other supporting documents including my medical records are attached in this mail for your reference.

 

Also, my ticket details is as below:

Make my trip booking ID: NN7113345888384

PNR: HX6Q22

Flight: Emirates EK-565

E-ticket number: 176-9478042188  and 176-9478042189

Departure date: 28-Nov-19

Arrival date: 03-Dec-19.

 

Please note that I am not able to upload supporting documents. It consists of multiple images but this utility provides option to upload only 1 image.

Image Uploaded by Rohan: