Refund issues

[Rekhapriya012]

Company Name

Makemy Trip

Website Name

Makemytrip.com

Loss Amount

390000

Ratings

1.00 star(s)

I am writing to formally escalate an issue regarding my flight booking made via MakeMyTrip from Bangalore to Tbilisi (travel dates: 16 May 2026 to 23 May 2026).

I received a cancellation notification from Gulf Air and was advised to initiate the refund process through the travel agent. Accordingly, I raised a request on 16 April 2026, clearly stating that the flight was cancelled by the airline and attaching all relevant cancellation proof.

However, the experience since then has been extremely concerning and inconsistent:

• On 11 May 2026, I received a notification that my request was closed without any explanation or resolution details.
• Simultaneously, the booking status on the MakeMyTrip app reverted to “Confirmed,” which created confusion and anxiety.
• Upon contacting the support number provided (01244628747), the AI bot informed me that my refund had already been processed and would be credited within 5–7 business days.
• The MYRA chatbot also confirmed the same and even mentioned a refund amount of ₹364,798.

Despite these confirmations, I was uncertain due to the contradictory booking status. After multiple attempts and waiting nearly 30 minutes, I finally connected with a customer support representative, Ms. Srimapriya Pradhanray.

During the call, she informed me that:

• My request had been closed by an agent without proper reasoning.
• The airline had allegedly rejected the refund request, citing that the flight was “rescheduled.”

This information had never been communicated earlier, either during the closure of my request or through any official update. The complete lack of transparency and conflicting information caused significant stress, especially considering the high booking amount (close to ₹4 lakhs).

Further concerns:

1. The AI bot continues to incorrectly confirm that my refund is being processed.
2. The chatbot also provides inaccurate information about the refund status.
3. My initial request was closed without any explanation or communication.
4. Only after speaking to a human agent was I informed about the alleged rejection by the airline.

I clearly conveyed during the call that I am not willing to cancel the booking under penalty, especially given the lack of accurate information provided earlier. (Please refer to the call recording with Ms. Srimapriya Pradhanray.)

Additionally, I independently contacted Gulf Air, who informed me that:

• The flight was cancelled,
• Then rescheduled,
• And is currently cancelled again, and advised me to process the refund through MakeMyTrip. (Call recording attached.)

Given this, I have now raised a second refund request:

• First Request ID: NN7AJ5T063397747210
• New Request ID: INRAL95224356714093
• Booking Reference: 23347338569100928

This entire experience has caused unnecessary mental stress and anxiety due to the repeated miscommunication and lack of accountability from MakeMyTrip. The situation could have seriously impacted my health and well-being.

I expect:

• Immediate clarity on the status of my refund,
• Proper escalation and resolution of this case,
• Compensation for the distress and inconvenience caused.

I request urgent attention to this matter.