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Funny enough MakeMyTrip doesn’t have a review section. I recently booked a flight from Mumbai to Chennai. While booking on the app, I never got an option of choosing the ZEROcancellation and only got an option of selecting Travel Insurance, which I did.
When I called up customer service, they’re telling me that travel insurance doesn’t cover cancellation or modification and that I had to choose ZEROcancellation. I informed them that I didn’t get an option to do that. I asked the customer service executive to go on the app and look at it himself - he did, and he didn’t mention that he could see it. In fact I was told that it’s available on the website but not on the app and that only on some airlines is that option available. An hour ago I went back on the app and checked the same flights, and’magically’ I was offered the option to select ZEROcancellation. There may be an issue with the app, but there is definitely an issue with how the customer service department works. I have not got clear information as to why the executive couldn’t see the option before. I don’t even know if what they were saying about how some flights have the option and some don’t is true or not. There is clearly a disconnect as the employees themselves have no idea how the website/app works.
I would have happily paid the charges if I knew this was my fault - the reason I am even going to social media and been on the call with them for 3 hours is because as a consumer it is our right to have the right information - and not merely excuses and textbook answers.