Complaining Against MakeMyTrip: A Comprehensive Guide

As a premier travel booking platform, MakeMyTrip (MMT) has garnered a reputation for its convenient booking process and wide range of services. However, when faced with issues such as flight cancellations, delayed refunds, and insufficient customer support, travelers often find themselves in need of complaint mechanisms. This article aims to provide a comprehensive guide to effectively addressing such issues with MakeMyTrip.

Complaints and Customer Support Issues

One common scenario encountered by travelers using MakeMyTrip involves flight cancellations due to unforeseen circumstances, such as the cancellation of the Air India flight on 27/05/24 due to a cyclone. In such cases, MMT often promises to compensate the traveler, promising a full refund. However, the traveler might face issues such as delayed refund processing or resistance from the customer service team.

Dealing with Delays and Refunds

The issues experienced by travelers, as described in the reviews, highlight a common frustration: MMT’s delayed refunds and unsatisfactory customer service. A frustrated traveler mentions that attempts to contact MMT’s customer care through multiple channels have been unsuccessful, with the service failing to provide timely resolution to the refund issue.

Another complaint notes a complete absence of live agents, and reliance on an Interactive Voice Response (IVR) system that adds to the frustration and wasted time.

Steps to Raise a Complaint

When traveling through MakeMyTrip encounters disappointments, it is essential to take the following steps to address the issue:

Contact Customer Support: Start by contacting MMT customer support. Send a formal email or call them to voice your complaint. Ensure to follow up on the status of your inquiry. Engage in Legal Action: If your issue is not resolved after a reasonable amount of time, consider engaging a lawyer to draft and send a Legal Notice to MMT. The notice should be sent via registered post, ensuring acknowledgment of delivery. Approach Consumer Court: If the dispute is not resolved even after receiving the Legal Notice, your next step would be to approach a local Consumer Court and file a case. Do note that filing a case in a Consumer Court does not require a lawyer, as you can fill the necessary forms yourself.

Understanding Terms and Conditions

MakeMyTrip takes a proactive approach to protect itself against legal complaints by including numerous Terms and Conditions (TCs) in their booking processes. These TCs serve as a safeguard for the company by setting clear expectations and procedures for travelers. It is crucial for consumers to be aware of these terms to avoid future misunderstandings and legal issues.

However, while these TCs are indeed a clever move by MMT, they should not be seen as a way to deter complaints. If you feel your rights as a consumer have been violated, there are options available to address your concerns effectively.

Government Websites for Complaint Submission

In case of unresolved issues with MakeMyTrip, you can also raise your complaint with relevant government agencies. The government often has systems in place for travelers to voice their concerns, which can lead to a resolution or at least acknowledgment of your issue.

Government websites provide a platform for travelers to submit their complaints and track the progress of their cases. This can be particularly useful when dealing with consumer protection issues related to travel bookings.

Frequent Innovations and Improvements

MakeMyTrip continues to innovate and enhance its platform. As part of these efforts, they have introduced several features that improve the travel booking experience. Regular updates and improvements in the app and web versions of MakeMyTrip are aimed at addressing customer feedback.

As a traveler, it's essential to stay informed about the latest updates and any issues that might arise. MakeMyTrip also provides resources for travelers through blogs and forums, where you can find valuable information and support.

Effective complaint management and resolution are key to maintaining customer satisfaction and trust in travel booking platforms. Whether you choose to engage in direct communication with MMT, opt for legal action, or reach out to government agencies, there are multiple avenues to address your concerns.