MakeMyTrip review: Service failure, broken assurance, ineffective escalation & unjust refund denial

I am filing this complaint against MakeMyTrip for serious deficiencies in service, miscommunication, and failure to honor explicit commitments made by their customer support team.

Timeline of events:

On 29 December (evening), I made a hotel booking through MakeMyTrip for a family stay. Within minutes of completing the booking, I proactively contacted MakeMyTrip customer support to verify and reconfirm the booking details. During this call, I clearly informed the agent that I was traveling with my wife and a 2-year-old child, and that I would only begin my journey after receiving clear confirmation from MakeMyTrip. I was explicitly assured that I would receive an update within two hours.

No confirmation or callback was provided within the promised timeframe.

On 30 December (around 4:00 PM), I contacted MakeMyTrip again, where I was informed that the hotel had already confirmed the booking at around 9:00 AM the same day. However, this confirmation was never communicated to me by MakeMyTrip via email, call, or message. Due to this failure in communication and the broken assurance, I did not travel.

During this call, I requested escalation to a supervisor. The supervisor acknowledged the issue and created an escalation ticket (Ticket ID: [protected]), assuring that the matter would be resolved and that I would receive a follow-up.

Subsequently, I received a call from someone claiming to be from MakeMyTrip who clearly had no understanding of the case, spoke in a rude and dismissive manner, stated that there is no escalation team, mentioned that the call was only to check whether I had checked in or not, and then disconnected the call when questioned further. This clearly indicates that the call was a routine, scripted outreach and not intended to resolve the grievance, despite an escalation ticket already being created.

Apart from this call, no meaningful follow-up or resolution has been provided.

Despite the fact that I never checked in, and despite clear failures by MakeMyTrip in communication, follow-up, and grievance handling, I was denied any refund, with MakeMyTrip citing a “non-refundable” policy while taking no accountability for its own service lapses.

This was not a voluntary cancellation. The situation arose solely because MakeMyTrip:

Failed to honor its promised callback and confirmation timeline

Failed to communicate hotel confirmation received at 9:00 AM

Failed to provide effective escalation and grievance resolution

I have supporting evidence including call logs, escalation ticket details, and email bounce-backs, which demonstrate the lack of proper grievance redressal.

Resolution sought:
I request a full refund of the booking amount, or alternatively an equivalent MakeMyTrip credit, as a fair and reasonable resolution for the inconvenience and financial loss caused due to MakeMyTrip’s service failures.