I’m a long-time customer of MakeMyTrip, and they’ve refunded me in the past when my bus was canceled. This time, I booked a round-trip ticket for April 18- Apr 21, with options for date changes and cancellation charge waivers, costing around 12k. I normally drive up and down… I thought of flying since I wanted to relax a bit!
Unfortunately, due to a family death, I needed to change my travel dates. I initially found the automated rescheduling system helpful, but when I tried to change the return date, the chatbot required me to do it for each leg of the trip separately. I successfully changed the outbound date to May 6 for an extra 400 rupees, which I accepted. However, when I attempted to adjust the return date, I noticed the app was treating my trip as April 21 to May 6! And start and end cities became like this … Instead of A to B to A it became B to A to B !!!! . I thought it might be a glitch, so I waited and tried again the next day, but the issue persisted. This time it told I can’t alter the return ticket!
I then tried to call for assistance, only to find that customer support had been removed. I eventually found an option to escalate my issue online. After a couple of hours, I received missed calls from MakeMyTrip. When I finally connected, the representative was rude and seemed frustrated, possibly because I had missed an earlier call. He didn’t listen to my concerns or apologize for the situation. Instead, he offered a solution: cancel my return ticket, which cost 5k plus perks, with no refund, and then book a new ticket for 4.5k, promising a 2.9k refund. This felt incredibly unfair, especially considering I spent nearly 12k on the entire trip.
His suggestions were unhelpful and frustrating. If that’s the level of service they provide, an AI chatbot could do a better job since it would at least listen.
It’s disheartening. In a better society, I would take this to consumer court, but given the state of things in our country and the excessive GST these companies charge without proper refunds, it feels pointless. I regret supporting such platforms and feel ashamed for it. Their mentality seems to be all about exploiting customers for profit.