MakeMyTrip.com — Air Ticket

Arvind85

Nov 22, 2015

Website: www.makemytrip.com

We had booked a ticket and while making the payment Makemytrip.com website crashed. This happened on 19-September-2015. We immediately got a call from Makemytrip asking if we want to rebook the tickets. We rebooked the tickets on 20-September-2015 and then we realized that Cash has gone from our account twice to Makemytrip.com. Post that we raised a complaint to Makemytrip. Following is the timeline of Events which has occured: 01 - October - Compliant was raised by us. Reference id is[protected] 03- October - Query answered by Mr. Deepak kumar apologizing for the inconvenience. He reverted that amount will be refuned in 72 hours 04-October - We explained the issue again as Mr. Deepak had got wrong description of the issue 08-October-2015 - Mr. Ankush Chauhan replied to email with an incorrect resolution and requested another 72 hours of time 08-October - We replied with the correct description of the issue 15-October - Ms. Neha Sharma replied asking us to wait for another 72 hours 20-October - We followed up again. We escalated to the first level 22-October - Mr. Palwinder Singh replied and requested us to wait for 72 more hours 25-October - We followed up again. For the next 10 days, we did not get any reply from them 07-November - We followed up again 09-November - Ms. Jyoti Chouhan replied and asked us to wait for 72 more hours. She also requested us to Provide the Bank Statement for the third time 09-November - We provided the Bank Statement immediately assuming that finally we will get our money back 13-November - Ms. Jyoti Chouhan Replied asking us to wait for 72 more hours 16-November - Ms. Jyoti Chouhan replied asking us to wait again for 72 more hours 20-November - We followed up without any response 23-November - We have followed up again Additionally, the website does not allow us to escalate beyond the First Escalation. I sincerely hope this is not a deliberate ploy of the company. For a company, which is able to track website crashes & failed bookings in Real-Time, I wonder how long it will take to investigate this issue and refund the money back. It should not take too long if the intentions are right toward the consumers. I sincerely hope there is a resolution to this after posting it here. Rgds, Aravind

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Comments

MakeMyTrip India Customer Care

from Delhi, Delhi

Nov 24, 2015

Verified Support

Dear Arvind85

We are sorry to read about the issue. Please accept our sincere apologies for the inconvenience caused.

We are getting the case facts checked and will connect with an update shortly.

Assuring you best of our services.

Team-MakeMyTrip Care

MakeMyTrip India Customer Care

from Delhi, Delhi

Nov 26, 2015

Verified Support

Dear Arvind85,
Greetings from Make My Trip!!

We are sorry to read about the issue. Please accept our sincere apologies for the inconvenience caused. Further in regards to your complaint, please note that this amount for INR 23484/- has not been charged to us as it was auto rejected by the payment gateway. We would request you to kindly cross check with your bank further.
We thank you for contacting us. Assuring you best of our services.

Team-MakeMyTrip Care

Arvind85

Dec 2, 2015

Dear Team,

I have submitted the Bank Statement Multiple times to your customer Care. It is very clearly mentioned that the transaction is successfully reached Makemytrip account. It shows the following reference in the statement as well:[protected] R[protected]

I have checked with my bank also. They have also confirmed that account has reached the beneficiary.

Also when the crash happened, we got a call from your customer care in the next 30 seconds asking whether we got the tickets to our email id.

I don't know what the problem is here. It would be very helpful if you could check and revert again as I have a clear confirmation from my bank that the money is credited to makemytrip.

Thanks,
Aravind