Our Make My Trip Booking ID No. NN252302211466 dated 12th November.
We had booked a ticket on the 12th November for travel from Lawica (POZ) Poland to Brussels (BRU) via Warsaw for the 13th November through makemytrip.com -transaction amount was Rs.21915.00.
We wanted to cancel this booking and do a new booking from Poland to Switzerland On 13th November we tried online where it mentioned the servers are down and we have to contact makemytrip over the phone. We contacted makemytrip for the same. They said that we can either change the date or cancel it, they can not make it an open ticket or change the sector as we wanted, this conversation happened at 9.18 a.m. with Milan (ext 3056) after a talk of 46 min and 57 secs there was a disconnection of line. She called us back at 10.19 a.m. to book a new ticket, before booking we asked them for the details of cancellation for our existing booking. We were informed that if we change our date the charges would be 3950 500 (airline makemytrip) = 4450, and if we cancel the same we would be charged Rs. 10, 000 as cancellation charge (inclusive of MMT charges) and we will get a refund of Rs.11, 601only (here no one informed that the cancellation has to be done before 2 hours of our flight departure). We agreed to the same and we did the new booking via MMT booking ID No.1111B07279 from Lawica (POZ) Poland to Zurich (ZRH). Milan asked us to first book the new tickets as the flight time opted was 10.35a.m.from POZ (Poland) so we first booked the ticket. Soon after booking the ticket we asked for cancellation while we were on waiting the call got disconnected (this call duration was 37 min and 24 secs) approximately 6.15 a.m. as in Poland our flight was of 12.25 a.m.still we had 6 hrs and 10 min before the flight, So we called back at 11.06 a.m.(6.24 a.m. in Poland) and we had exactly 6 hrs and 04 min the customer care operators still did not take any action and asked us to call back after 2 hours stating that their server was down, we pleased them to do it as we do not want to delay, till now no one informed us that we are falling in short of time and they kept us on hold (call duration was 23 min 15 secs) after that it got disconnected and we did not receive any call. We called back at 11.31 a.m. for the same, we were kept on hold (call duration 6 min and 45 sec) and got disconnected, we called back again and again for the same and the timing details are as follows : [ 11.31a.m.(call duration 6 min and 45 sec), 11.38a.m.(call duration 16mins50 secs) ; 11.54a.m., 11.55a.m., 11.56a.m., 12.00p.m., 12.01p.m., 12.04p.m., 12.05 p.m.(call duration 17 min 19 secs), 12.22 p.m. (call duration of 6mins 18 secs), 12.58 p.m.(call duration of 9min 34 secs), 1.08 p.m.(call duration of 9 min.18 secs)], after trying so many times we tried to cancel the ticket directly with the airlines at Poland airport. They informed us that the ticket can be canceled till 2 hours prior to the departure, since we have got the ticket booked from agent named MakeMyTrip.com, we have to get it canceled through them only. We called back right after that but no one replied to us. In between we received an e-mail from MakeMyTrip department Mr. Balwant raj via Ref. ID No.[111113-007406] xxlation inq dated 13th November at 12:32 PM stating that the connection is lost and to wait within 40 minutes we will get a call from the department. We waited.
Then we called back at 3.00 p.m.(10.30 a.m. in Poland still there was time left) we were on line for 21min and 12secs, here we spoke to Miss Nirmal who said us that the ticket was never refundable or cancelable, we should have done it 24 hours prior departure, that's when we said that we were informed about the cancellation in the morning, after that she said that she will lodge a complaint for call trace and we will get a reply within 48 hours along with our refund amt. Finally no one took effort to cancel the ticket till the end.
Few of the customer care executives names we have spoken to are Milan Ext : 3056, Monica ext:2460, Mr. Balwant raj, Miss Nirmal,
Since there was no fault of ours in canceling the ticket and we sincerely followed all possible efforts to cancel the ticket and even after great efforts we could be able to connect to one of the executives from the cancellation department by name Monica and we clearly instructed her to cancel the ticket. She informed us due to their server problem it will take some time and she told to contact back after 2 hrs. Since then we have not received any confirmation of cancellation of the ticket.
Till date neither we are getting connected to makemytrip.com nor our ticket is canceled nor we got the refund. Such bad are their services. Concerned authorities have to look into the matter to resolve the issue. Why are they acting as agents if they do not want to listen to the customers grievances.
J.B.SURANA
Mobile : 98450-77202
* Note: Our recorded conversation can be heard with Makemytrip.com for all the facts
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