Make My Trip — Trip cancelled without info and refund not provided and no response

Address: 122016

Website: www.makemytrip.com

I have made a prior booking to Delhi, Manali and Shimla with make my trip from Feb 21st to 28th, 2016 with Booking ID: IN1601B8S119486 and also arranged a to and fro flight accordingly . From Make my trip Rahul Bajaj has been given as the POC and he assisted us with the plan till Feb 20th with the cab driver details. As per the plan my wife and I reached Delhi airport at 11:00 A.M on Feb 21st, we received a call from cab driver stating that the roads were blocked due to heavy snowfall and asked us to check with Make my trip. I have called Make my trip department and got to know that Rahul Bajaj is on weekly off so I have asked the agent to transfer the call to higher management. The agent connected us to supervisor Rushub, and I explained him about my situation and asked for an alternate trip or solution . He requested time to check on this and made us to wait for 1 hr in the airport initially, after 1 hr as we haven’t received any update / call we have called make my trip again, Rushub still requested for some more time and made us to wait nearly 8 hrs in the airport ( with in this period we have made multiple calls to Rushub and make my trip and got to know Rushub has gone for a break / left for the day / Away from his desk and also he tried to ignore our calls ). Between this period we received a call from Himanshu Panchal asking us to confirm on cancellation. We are just startled with the question he posed us, as i have been waiting in unknown place with my wife for a very long time.
We have communicated clearly to Himanshu to organise the trip and for any alternative . Rushub and Himanshu dint provide us any alternative . As he concluded that Make my trip cannot organise this trip and also as they dint provide us any alternative we requested for full refund for which he again denied stating hotel in Manali and the Cab agent are not ready for full refund and processed only 27k out of 47k which I have paid totally. We are very unhappy with the solution and the amount refunded as we haven’t even boarded the cab. Himanshu explained about the cancellation policies and tried to apply those policies on customer end . Here in the situation, how customer will be responsible and penalised as we haven’t cancelled the trip as he clearly told that company cannot organise this trip and also no alternative is provided to us, We understand that policies will be applicable only when customer cancels the trip and not if the provider / company cancels it .Since we denied for the amount refunded, Himanshu escalated to superiors and requested for 72 hours time. We waited for 72 hours and we haven’t received any call.
On 22nd Feb, we got to know that roads were unblocked so we have contacted Rahul bajaj and informed him about our situation as we are in middle of no where . He seek some time to check for alternative but he did not call us back or either picked up our call as the same scenario we faced with rushub on previous day, later we have contacted rushub and spoke with him for 1 hr, he made us to trust him and the company and requested for 2hrs of time to check on this. After 2hrs, we have called him and he denied to pick the call and we contacted make my trip department, however we came to know that he left for the day by an agent, so the call was transferred to Sandeep, who clearly said that he is the next superior to Rushub and asked us to explain about the situation. We have multiple calls and explained every agent on the situation and lost our patience to explain the scenario again in detail . However we have given a gist and he told that this issue doesn’t belong to their department and he dint help us and disconnected.
Since, Himanshu filed a complaint on our concern, we are tracking this on make my trip.com for almost a week and finally escalated the same on 27th Feb. in this time period, everytime we called the desk, every agent who answered the call raised their hands and disconnected the call after explaining the situation.
Till 5th March i have escalated my problem to different levels in make my trip.com but till now no one responded and my money also not refunded.