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Reimbursement of the fare paid to Air India

Location/place: Mumbai

Name of company/service: MakeMyTrip India Pvt. Ltd.

I had booked flight tickets thru MakeMyTrip (MMT) to go from Mumbai to Bangalore and return to Mumbai – one under MMT booking id NF2202713984641 for me and my wife and under MMT booking id NF2201714617293 for my son Anush. I had made full payment for these tickets for which MMT issued invoices in separate emails.

While returning from Bangalore on 25th February 2012, during check-in at Air India counter for flight AI 610 which was rescheduled to 7.45 pm that day, we were horrified to know that the ticket in respect of my son Anush is not valid and according to Air India system, the status of that ticket was showing as ‘exchanged’ and therefore they cannot issue boarding pass to him. I checked with Air India ticketing counter, who advised me to contact MMT. On calling up MMT help line number 1­800­102­8747 at around 6.45 pm, initially I was put on hold by the MMT representative who attended the call and the line was/got disconnected in between from MMT end. I frantically called again as the check-in time was getting over. The MMT call center representative who attended the call could not provide any satisfactory response on how the goof up happened and told that as per MMT system the ticket was valid! I was left to fend for myself with the airline.

I found the Air India staff at Bangalore airport extremely caring and helpful. Since AI 610 was fully booked, I had to purchase a new ticket from AI for Anush by paying Rs. 5786 and also paid Rs.500 to NACIL. Thereafter, my booking for AI 610 was cancelled and a boarding pass for Anush was given in that flight. Thus my wife and son had to travel without me from Bangalore to Mumbai in AI 610. I was accommodated in their next flight from Bangalore to Mumbai i.e. AI 608 at 9.25 pm that night. However, I and my family had to go thorough severe mental trauma during the moments between when we were told about the ticket for my son not being valid and when we were assured of a return back to Mumbai that night albeit in two separate flights, which was not the intention when I had booked the tickets through MMT.

On getting a SMS from MMT that night to check whether I was satisfied or not with their response, I even gave the missed call to the number to express my dissatisfaction, as per the directions in that SMS. However, It was only on 2nd March 2012 at about 4 pm that I got a call from Sapna of MMT checking why I was unhappy!

I sent an email complaint to MMT in this regard on 3rd March 2012 and also sent them copies of tickets, boarding passes, receipt for payment to NACIL, new ticket and credit card payment slip, etc.

Kajal Devi from MMT’s customer delight team replied on 4th March 2012 as follows “At the outset, we sincerely apologize for the unpleasant instance. This is not in accordance to our service standards nor do we expect any such practices.

We have taken cognizance of your comments and the spirit in which you have shared your feedback. It is unfortunate to note that your recent interaction with us has not been up to your satisfaction.

With reference to your mail,please note that we are unable to check the ticket status from our end.
Please note that we are coordinating with the airline for the ticket status for the booking ID NF2201714617293.
We request you kindly provide us some time so that we would update the status accordingly.

We assure that every possible attempt is made to ensure complete satisfaction. Your experience has assisted us in exploring possibilities for further improvement in our service levels, for which we are thankful to you.

I hope this matter will not prejudice your view of Make My Trip and we look forward to assisting you with your future travel plans.

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

I sent MMT reminders, but they have not bothered to reply. Hence submitting this complaint.

In view of the foregoing, MMT may be directed to immediately reimburse the amount of Rs.6,286 which I had to spend to purchase the ticket for Anush at Bangalore airport.

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