This is in regards of our booking id NL2121243738342 booked on 1st April 2023 Kashmir package worth Rs 2.28lac for 3 people from Mumbai. Which was a 6N/7D trip. We were very happy to book our 1st package trip on MakeMyTrip (MMT). Little did we know this was the start of a tornado in our lives.
On 2nd May we got a call from MMT relationship manager informing us that Go First Airline has gone bankrupt and now they won’t be flying. We were completely shattered as to what will happen to our trip now ??
However, since we had booked from MMT we were relaxed and at ease that our trip is in safe hands.
Next on 3rd May, we got a call from our relationship manager informing us that since our flight won’t fly we will have to rebook ourselves on a different airline by paying another 75k for flight. Which was a shocker as we had already paid our 1st installment of RS 23000 and now they are demanding extra 75000 over and above our package of 2.28lac.
However, we tried and convince our MMT relationship manager that since this was not our fault and it’s beyond anyone’s control, can MMT book us on another flight within our promised package ?? To which she replied MMT will not take any responsibility and the only option is to either pay the balance amount or cancel the trip by paying 15k as penalty. We asked them as to why the deduction of 15k as it’s not our fault and it’s the airline which has got bankrupt so why penalise the passenger ??
To this, our relationship manager replied that MMT has paid the various vendors Rs.1000 amount as booking tokens in order to confirm our package. In reply to this, we asked her to provide us the bifurcation of all the vendors they have paid. We also asked her for PNR No. of the flight which they said they have booked for us. She replied in negative and told us blank NO she cannot share the details. When we told her to book us on an alternative flight within our cost for that too she said NO. When we resonated with her that since we are cancelling our trip due to flight error so kindly hold back the token paid to the airlines and refund the rest of the amount atleast and provide us the flight charges once they get the refund from the airline that too she did not agree.
Now we could not cancel the trip as we will lose the entire money of 23k and if we take the trip we pay extra 75 to 80k over and above 2.28lac and even after that there was no confirmation for our trip whether there will be any more problem or not.
As days kept passing we kept requesting MMT for cancellation and initiating our refund. However, all our requests fell on deaf ears. Our relationship manager did not even sympathise with us and all the time kept asking for balance payment. As she wanted us to pay the money come what may. All this while the MMT manager and her team mates kept pressuring us to release the next payment without giving us any confirmation for our trip.
Our package had a date of 10th May 2023 that if we cancel on or before 10th May 2023 we will get 8k as refund after deducting 15k as a penalty from the Rs23000 which we paid as 1st installment. We kept sending them mails from 9th May 2023 left right and centre to cancel our package and MMT relationship manager and her senior Sonali only kept mailing us to write ’We want to cancel our trip’ and do not write any of your problems or request for refund, only then we will accept your cancellation otherwise the entire money paid by you will be forfeited.
We declined to write what they wanted us to write and told them to accept our mail as an official request for cancellation of our package. We did not want to cancel our trip but MMT did not leave any stone unturned and made sure we either cancel or pay up the balance amount. They even confirmed us over the phone that they had just blocked our package by paying 1000 to each vendor and not actually paid them the entire amount. So it was not difficult for MMT to deduct just the airline cost of 3k and refund the remaining amount as they deal with their vendors on a daily basis.
Our trip has been cancelled finally by MMT but they have not issued us a refund. We want to alert everyone booking their holiday packages from MMT by looking at Alia and Ranveer Singh but the reality is MMT does not care about its customers and only cares about the money that the customer has to go pay to MMT. In all this fiasco none of the employees of MMT ever sympathise with our situation all they cared about was their balance payment to be paid at the earliest. Not a single apology from any of their employees even after explaining them our situation a million times over the call. Our next step will be to file for a consumer complaint against MMT in order to get our full refund and compensation for the mental harrasment that MMT gave us. Instead of enjoying our Kashmir trip, we are now made to run from pillar to post to get our refund. Avoid MMT at all costs unless you belong to a bigger goon family than MMT.....