I have booked a train ticket on the Make My Trip application under the Trip Guarantee program by paying an additional premium of Rs. 1, 500. The program T&C says used eligible for 3X refund consisting of actual ticket fare refund and 2x value voucher (max 6, 000 and certain other conditions) which can be utilized for alternative travel plans for the same route.
As per the terms & conditions "If your wait-listed ticket is not confirmed at the time of chart preparation, we will refund you 3X the ticket fare"
In my case, the chart is prepared at 8.28 PM on 06/12/2022 and I received an SMS from IRCTC at 8.33 PM on 06/12/2022 saying the chart is prepared and tickets are not confirmed. But the promised voucher is not received, for the whole of 06/07/2022 night I have tried contacting the helpline numbers mentioned on their website multiple times but there is no option to contact and talk to the customer care team, except for automated IVRS where we couldn't lodge any complaint. Neither there was any option to complain on their website /mobile application. This created doubt in me whether any customer care team exists and if we have the option to talk to them regarding our issue.
I have made an alternative arrangement on my own and the voucher with those attached conditions isn't o[censored]se to me anymore.
Just FYI, till now at 4.30 PM on 07/12/2022 also I haven't received the voucher.
In the morning I again tried contacting customer care, this time I was able to talk to them and asked for a refund of 6, 000 in Make My Trip Wallet without any restrictions, as the voucher isn't of any use.
Some points that were told by the Make My Trip Customer Support Team:
1. Their Customer Support Team works only till 6 PM (There is no mention of these working / business hours anywhere on their website/app).
2. The Travel Voucher is issued after the actual departure time of the train (This is also nowhere mentioned in the terms & conditions).
With all the defaults on their side, I, being the aggrieved party demanding a refund of Rs. 6, 000 without any restrictions on usage
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