[Resolved]  MakeMyTrip — Fraudulent practices by makemytrip.com

Address: Mumbai City, Maharashtra

Dear Sir,

I have been cheated by makemytrip.com travel website and the reason I am writing to you is so that others learn about the vicious & fraudulent practices followed by such websites.

The letter will further highlight how a company which has such mal practices and is morally corrupt and despite suffering continuous losses for the previous consecutive 3 years can do well on the NASDAQ stock exchange.

I had booked a return ticket for me and my wife to travel from Sharjah to Cochin on July 23 – return on July 31, 2010 (ticket copy attached)

Subsequently due to change in my travel plans we decided to travel to mumbai and cancel the cochin-sharjah sector ticket.

When we contacted makemytrip.com for the cancellation, they claimed that if we cancel the second sector we shall not get any refund

We then contacted Indian airlines and we were told that there will be a refund but we will have to claim it thru the agent (in this case makemytrip.com) only.

When we again called up makemytrip.com – they told us they’ll get back to us and subsequently they informed us that yes they have made a mistake and will refund to us Rs. 8758/- but will charge us Rs. 1000/- as penalty. (all this was 48 hours prior to the travel time)

However when we contacted Indian airlines again to ensure that the ticket has been cancelled .. Indian airlines informed us they have not received any intimation to cancel the ticket. (this was till the hour of our journey), makemytrip.com subsequently cancelled the ticket at a later date which reduced our refund amount further to Rs. 7808.
This highlights the incompetency of the staff at the company

Then makemytrip.com informed us that they will refund only Rs. 6808/- to us considering the penalty of cancellation for Rs. 1000/-
When we protested that our initial amount was much higher they decided to waive off the penalty and refund to us Rs. 7808/-

We have since then followed up several times with the company but we are yet to see even Re 1/- of the refund that the Indian airlines has given to makemytrip.com

In effect, not only did we lose money due to delay in cancellation on our behalf by makemytrip.com but till date makemytrip.com has not even refunded us a single penny, they have conveniently kept our refund amount to themselves without so much as a bother to give us a time frame when they would return what is rightfully our money.

Below is the copy of the chat & the email from makemytrip.com

Murtaza is name of my younger brother.

From: "guestcare" <[protected]@makemytrip.com>
Sender: "Shally Sharma" <Shally.[protected]@makemytrip.com>
Date: Wed, 15 Sep 2010 10:04:59 +0530
To: Murtaza Bhanpurwala<[protected]@hotmail.com>
Subject: RE: Regarding Refund - FAEINT[protected]IX[protected]

Dear Mr. Murtaza,

Namaste and Greetings from MakeMyTrip!

With reference to your below mail please accept our sincere apology for inconvenience caused to you. This is to inform you that we have got only INR 7808.

You can re confirm with airline also. You need to given them booking id and check with them what is the refund amount for this booking id. They will let you know the refund amount.

If you have any confirmation from airline please forward it to us so that we can check with airline.

For any further assistance we are available round the clock on our toll free number[protected] INDIA ).You could also write to us through reply email or writing to [protected]@makemytrip.com or visit us at www.MakeMyTrip.com

We value your business with us and look forward in assisting you with all your travel plans.

Thank you,
Guest Care - Shally Sharma
MakeMyTrip ( India ) Pvt. Ltd.
Guest Care Number Dubai :[protected]
E-mail:[protected]@makemytrip.com


________________________________________
From: Murtaza Bhanpurwala [mailto:[protected]@hotmail.com]
Posted At: Thursday, August 19, 2010 12:31 PM
Posted To: guestcare
Conversation: Regarding Refund - FAEINT[protected]IX[protected]
Subject: RE: Regarding Refund - FAEINT[protected]IX[protected]

Dear Shally,

If you are in my shoes and when you have done all the formalities required in a timely manner will you accept this less refund ??

I am sorry i do not agree, I still insist for INR 8758 as committed by your collegues to me.

Kindly confirm the same and finish this matter.

regards,
Murtaza


________________________________________
Subject: Regarding Refund - FAEINT[protected]IX[protected]
Date: Sat, 14 Aug 2010 13:42:38 +0530
From: [protected]@makemytrip.com
To: [protected]@hotmail.com
Dear Mr. Murtaza,

Namaste and Greetings from MakeMyTrip!

With reference to your below mail please accept our sincere apology for inconvenience caused to you. In this case to gain your trust and to gain our customer faith the best for you we can do is we can leave INR 1000 which is our markup. This is the best I can do for you as of now.

We are getting INR 7808 from airline and I can refund you the full amount of INR 7808 which I have received from airline.

If you have any confirmation from airline please forward it to us so that we can check with airline.

For any further assistance we are available round the clock on our toll free number[protected] INDIA ).You could also write to us through reply email or writing to [protected]@makemytrip.com or visit us at www.MakeMyTrip.com

We value your business with us and look forward in assisting you with all your travel plans.

Thank you,
Guest Care - Shally Sharma
MakeMyTrip ( India ) Pvt. Ltd.
Guest Care Number Dubai :[protected]
E-mail:[protected]@makemytrip.com


________________________________________
From: Murtaza Bhanpurwala [mailto:[protected]@hotmail.com]
Posted At: Thursday, August 12, 2010 12:04 PM
Posted To: guestcare
Conversation: Regarding Refund - FAEINT[protected]IX[protected]
Subject: RE: Regarding Refund - FAEINT[protected]IX[protected]

Dear Shally Sharma,

I was expecting a similar irresponsible answer only from your company and I am happy you met my expectation this time !!

NOW take Reference ID: [[protected]] and a brief chat history below of it whereby it was reassured to me that the refund amount is INR 8758 only.

10:35:19 AM] Parmjit Singh: your ticket is cancelled
[10:35:45 AM] murtaza bhanpurwala: You need to wory?
[10:36:11 AM] Parmjit Singh: It is cancelled and refundable amount is 8758
[10:36:23 AM] murtaza bhanpurwala: u sure ?
[10:36:41 AM] murtaza bhanpurwala: coz yest i was told that u will receive a confirmatin email for the cancellation ..and till today morning there was no such email recd
[10:36:55 AM] murtaza bhanpurwala: also when i checkt he status online on the web it still shows confrimed status
[10:37:03 AM] murtaza bhanpurwala: also when i call the airline they say it is not cancelled
[10:38:08 AM] Parmjit Singh: Sir you can save this chat transcript
[10:38:17 AM] Parmjit Singh: you booking is cancelled


If you delayed to cancel the booking with airline then it is not our fault as we had given you initmation well before. I have in writing from two different chat session about the confimration of refund amount INR 8758, if you still fail to acknowledge it then I am afriad I will have to follow it with up media and consumer forum.

My point is not the small amount involved here but the way your company deals and fools the customers. I want to bring this out so that people are aware how incompetent your company employees are and how they cheat customers.

I already was tired of the pain and agony brought to me for a mere cancellation of the ticket and if you are to screw it more by cheating like this then dont blame me for any articles coming in press andor any notinces coming in from the consumer forum.

Its for your management to decide now how they want to take it ahead now.

regards,
Murtaza

________________________________________
Subject: Regarding Refund - FAEINT[protected]IX[protected]
Date: Wed, 11 Aug 2010 12:10:29 +0530
From: [protected]@makemytrip.com
To: [protected]@hotmail.com
Dear Mr. Murtaza,

Namaste and Greetings from MakeMyTrip!

With reference to your refund this is to inform you that we have given your refund request to airline. We are getting refund of INR 7808 from airline. Out of it INR 1000 will be our service fee and you will get refund of INR 6808.

If you wants you can re confirm it from airline but sorry we would not be able to refund more than INR 6808.

For any further assistance we are available round the clock on our toll free number[protected] INDIA ).You could also write to us through reply email or writing to [protected]@makemytrip.com or visit us at www.MakeMyTrip.com

We value your business with us and look forward in assisting you with all your travel plans.

Thank you,
Guest Care - Shally Sharma
MakeMyTrip ( India ) Pvt. Ltd.
Guest Care Number Dubai :[protected]
E-mail:[protected]@makemytrip.com


________________________________________
From: Murtaza Bhanpurwala [mailto:[protected]@hotmail.com]
Posted At: Tuesday, August 10, 2010 2:52 PM
Posted To: guestcare
Conversation: Regarding Refund - FAEINT[protected]IX[protected]
Subject: RE: Regarding Refund - FAEINT[protected]IX[protected]

REMINDER

Dear Shally Sharma,

There is a discreperany of the refund amount which was told to us before on that chat and in your email.
Please retreive your records from chat session : - Reference ID: [[protected]]

Marked Below in bold is the amount of INT 8758 which was confirmed for the refund by your agent.

[08:29:39 PM] Vineet Dhanda: Ok. So I am going to cancel the ticket but there would be penalty INR 1000
[08:30:01 PM] murtaza bhanpurwala: tell me the final amount which i shall be getting ?
[08:30:08 PM] murtaza bhanpurwala: after all ur charges
[08:30:56 PM] Vineet Dhanda: You will get the refund of INR 8758.
[08:31:02 PM] murtaza bhanpurwala: yes ok
[08:31:05 PM] murtaza bhanpurwala: please process it now
[08:31:14 PM] Vineet Dhanda: Sure.
[08:31:38 PM] Vineet Dhanda: your refund will be processed within 10 days from our end and then airline will take time of 22 days.
[08:31:53 PM] murtaza bhanpurwala: go ahead
[08:31:56 PM] Vineet Dhanda: It will take one month to processes the refund.
[08:32:00 PM] Vineet Dhanda: ok.

Based on this amoutn we had given the confirmation to refund, so kindly arrnage to proceed refund of RS 8758 and not
RS68808 as you claim

Confirm your understanding of the same. Also i would want your manager to call me on [protected] as this entire ticket cancellation has been a foolish fiasco by your team members.

regards,
Murtaza
(on behalf of Zainab Safdari)

________________________________________
Date: Mon, 2 Aug 2010 20:34:49 +0530
Subject: Fwd: Regarding Refund - FAEINT[protected]IX[protected]
From: [protected]@gmail.com
To: [protected]@hotmail.com
[protected] Forwarded message[protected]
From: guestcare <[protected]@makemytrip.com>
Date: Fri, Jul 30, 2010 at 3:24 PM
Subject: Regarding Refund - FAEINT[protected]IX[protected]
To: [protected]@gmail.com
Dear Mr. Safdari,

Namaste and Greetings from MakeMyTrip!

With reference to your refund this is to inform you that we have given your refund request to airline. We are getting refund of INR 7808 from airline. Out of it INR 1000 will be our service fee and you will get refund of INR 6808.

For any further assistance we are available round the clock on our toll free number[protected] INDIA ).You could also write to us through reply email or writing to [protected]@makemytrip.com or visit us at www.MakeMyTrip.com

We value your business with us and look forward in assisting you with all your travel plans.

Thank you,
Guest Care - Shally Sharma
MakeMyTrip ( India ) Pvt. Ltd.
Guest Care Number Dubai :[protected]
E-mail:[protected]@makemytrip.com






Al Zafeer Building Materials
104, Al Tayyiba building,
Near Nakheel Centre, Burj Nahar, Deira, Dubai
PO Box 42721, Dubai, UAE
Tel: +[protected]
Fax: +[protected]
Mobile: [protected]
E-mail: [protected]@gmail.com
MSN: [protected]@hotmail.com
"One who fears Competition is out of Competition"