Enakshi Pasricha highlights how MakeMyTrip failed to process a Qatar Airways refund even after the airline approved it under compassionate grounds, leaving the family distressed and frustrated.
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Complaint Summary : MakeMyTrip Refund Complaint – Qatar Airways Refund Approved but Not Credited
| Complainant | Enakshi Pasricha (on behalf of her sister and mother) |
|---|---|
| Complaint Type | Refund Delay / Non-Credit |
| Company/Platform | MakeMyTrip (MMT) |
| Airline Involved | Qatar Airways |
| Travel Destination | Austria & France |
| Original Travel Date | June 2025 |
| Cancellation Reason | Death of grandmother on 17th June 2025 |
| Refund Policy | Qatar Airways allows free cancellation in case of family bereavement |
| Status | Airline approved refund, MakeMyTrip yet to credit |
| Time Elapsed | Over 2 months |
| Action Requested | Immediate refund release and accountability from MakeMyTrip |
Full Complaint Details
Enakshi Pasricha, Founder of Grande Digital, has publicly raised a serious issue with MakeMyTrip’s refund handling process.
Her sister and mother were scheduled to travel to Austria and France with Qatar Airways in June 2025. Unfortunately, following the death of their grandmother on 17th June 2025, they had to cancel their trip.
According to Qatar Airways policy, full refunds are permitted in case of a family bereavement. The family contacted MakeMyTrip, who assured them they would coordinate with the airline and process the refund.
- Qatar Airways approved the refund request and confirmed the amount was already sent to MakeMyTrip.
- Despite this, more than 2 months later, the refund has still not been credited to the family.
- Numerous follow-ups, emails, and calls with MakeMyTrip have yielded no resolution and now no response at all.
Enakshi expressed her frustration, calling the experience “absolute scam” and warning others of MakeMyTrip’s poor customer service. She is now considering sending a legal notice against the platform.
Why This Case is Serious
- Sensitive Circumstances – This refund claim was under compassionate grounds due to a family death, which should have been handled with priority.
- Airline Already Cleared Refund – With Qatar Airways confirming payment, MakeMyTrip is fully responsible for the delay.
- Prolonged Silence – Ignoring customers after months of chasing indicates systemic issues in transparency and accountability.
- Potential Consumer Rights Violation – Under Indian consumer law, failure to transfer refunds constitutes unfair trade practice.
Legal and Consumer Remedies
Affected consumers like Enakshi can:
- Send a Legal Notice – Formally notify MakeMyTrip for refund failure.
- Escalate to Consumer Court – File under the Consumer Protection Act, 2019 for refund plus compensation.
- Complain to DGCA (Directorate General of Civil Aviation) – Since air travel is involved.
- Use National Consumer Helpline (NCH – 1800-11-4000) – Lodge a complaint officially.
- Approach Banking Ombudsman – If the refund settlement involves payment gateways.
About MakeMyTrip & Qatar Airways
- MakeMyTrip (MMT) is one of India’s largest travel booking platforms, but has been repeatedly criticized for delayed refunds and unresponsive customer service.
- Qatar Airways followed its bereavement cancellation policy and approved the refund without delay. The bottleneck lies with MMT.
How Choice4Voice.com Supports Consumers
At Choice4Voice.com, we work to ensure such stories are not ignored.
✔ We highlight genuine consumer complaints for visibility.
✔ We guide customers on legal rights and escalation steps.
✔ We hold companies accountable by making these issues public.
👉 If you are facing similar refund problems, submit your complaint here: https://choice4voice.com/submit-your-complaint/
Original LinkedIn Post
Read Enakshi Pasricha’s LinkedIn Post Here
Frequently Asked Questions (FAQs)
Q1. Who is the complainant in this case?
Enakshi Pasricha, Founder of Grande Digital, raising the issue on behalf of her sister and mother.
Q2. Which platforms are involved?
MakeMyTrip (booking platform) and Qatar Airways (airline).
Q3. Why was the trip cancelled?
Due to the death of the grandmother on 17th June 2025.
Q4. Does Qatar Airways have a bereavement refund policy?
Yes, full refunds are allowed when a family member passes away.
Q5. Has Qatar Airways approved the refund?
Yes, Qatar Airways confirmed the refund was processed and sent to MakeMyTrip.
Q6. Has MakeMyTrip credited the refund?
No, even after over 2 months.
Q7. How many follow-ups were made?
Enakshi reports countless emails and daily chasers without success.
Q8. What explanation is MakeMyTrip giving?
Initially, they said the refund was being processed. Now, they are not responding at all.
Q9. Is MakeMyTrip legally responsible here?
Yes, since they collected the booking and refund amount.
Q10. What rights are being violated?
Right to timely refunds, right to fair treatment, and protection from unfair trade practices.
Q11. Can Enakshi file a legal notice?
Yes, she can send a notice to MakeMyTrip for refund failure.
Q12. What government bodies can intervene?
DGCA, National Consumer Helpline, and Consumer Courts.
Q13. How long should refunds normally take?
Usually 7–14 working days after airline confirmation.
Q14. Why is this case more sensitive?
It involves a bereavement refund, which requires urgency and empathy.
Q15. Could MakeMyTrip be holding refunds intentionally?
That is a concern raised by many consumers.
Q16. Are such refund delays common with MakeMyTrip?
Yes, many customers report long delays in refunds.
Q17. Can compensation be claimed?
Yes, for mental harassment, financial inconvenience, and emotional distress.
Q18. How can other customers protect themselves?
Always book directly with the airline when possible.
Q19. What lesson does this highlight for consumers?
To demand accountability from online travel agencies handling refunds.
Q20. How does Choice4Voice.com help?
By giving such issues visibility, helping consumers escalate legally and publicly.
