I have booked many trips on MakeMyTrip, sometimes 4-5 a week. I still go back to it because they aggregate prices from all the airlines and it’s easy. But their customer service is extremely lacking.
One out of every three times I call to make a cancellation they tell me their system is down and to call back in a half hour.
If I ask them if they can call me back they say no. In one instance I asked to speak to the manager and was flat-out told "no".
The representative (by the name of Rohit) then proceeded to hang up on me when I asked for his employee ID number. In another instance my outbound flight was canceled by the airline and so the airline gave me a full refund.
I needed to cancel the return flight (since I never made it there in the first place) and in addition to the airline cancellation fees MakeMyTrip insisted I should pay Rs. 250 as their cancellation fee.
I explained to them that I was forced to cancel my trip because the outbound airline cancelled my flight and asked them for a courtesy as a frequent customer.
I was simply explained the rules and told that I was cancelling by my choice even though I didn’t really have a choice since I didn’t make it to the city where I was supposed to catch my "return" flight from.
Here is what I plan on doing in the future. I will use MakeMyTrip to find the cheapest fare and then I will go to the airline’s website and buy it directly from them.