Complaint Details

Status	:	Closed
Complaint No	:	0087680/2016
Category	:	Service Provider
Date	:	05-10-2016
Subject Line	:	Not Providing Refund For A Cancellation And Lying
Complainant	:	Vipul Mathew
Address	:	Flat #220, Mahaveer Wilton, Vinayaka Nagar, JP Nagar Phase 5, Bangalore
Complainee	:	MakeMyTrip India Pvt. Ltd
Address	:	Tower A, SP Infocity 243, Udyog Vihar, Phase 1 Gurgaon, Haryana

Complaint Details
Hi,
I purchased 2 air tickets each for flights to and from Trivandrum using Makemytrip.com on the 26th Of July 2016. On the 12th of Aug-2016, I got the following mail stating that Air Pegasus was cancelling many of their flights, of which my flights were also affected.(Mail text pasted below):

"Subject:NF2262570952177

Response By Email (Rachna Sahni) (12/08/2016 10.07 AM)
Dear Customer,

This email is in regards to your booking on Air Pegasus.

Kindly note that Air Pegasus has cancelled many of its flights indefinitely for some internal issues currently unknown to us. Under these circumstances, we are accepting request for cancellation of flights with full refund.
However the refund will be processed once we hear from the airlines and the refund is credited to us. We are in constant touch with the airline and will keep you posted on the progress. The same information is available on Airline website- http://airpegasus.in/terms-of-carriage.php"

On seeing this mail, I contacted Makemytrip to have my tickets cancelled. Please refer Attachments 1 and 2(These are 2 halves of the same page). I was initially told that post cancellation, refund would take 7-10 business days. After waiting for the stated time period and on seeing that the refund was not credited, i contacted Makemytrip Customer Care to know the status of the refund. They then said the refund would reach me by September Mid 2016. September mid then became September end 2016 and later October first week 2016. I still have not received my refund. I was/am feeling agonised by the fact that Makemytrip was just giving me later dates with no sense of desire to have my paid amount returned. I, on my last call with Makemytrip asked why we customers should be made to suffer this indefinite wait when our money was paid to Makemytrip. If they(makemytrip) were so confident of receiving the refund from Air Pegusus, why could Makemytrip not pay us and then take the refund from Air Pegusus as and when they returned it. My entire understanding of the current situation changed after I called Air Pegusus a few minutes ago to ask them in person when the amount would be returned.

The Air Pegasus representative who talked to me mentioned that no refund request came from Makemytrip all this while for my PNR number(YBXJ8V). He asked me whether he could proceed with the cancellation, to which I said yes. Please refer attachment #3. In this attachment, please refer the box titled "Payment Summary". You will see a cancellation on 5th Oct 2016. This proves the sheer callousness of Makemytrip towards me. Why did they not want to return my money all this while and put me through so much mental torture?

I sincerely hope that you would be able to help me out in this situation by ensuring that Makemytrip atleast returns the entire amount of Rs8022 paid to them.

Thanks And Regards
Vipul Mathew

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