Ankita Banerjee reports shocking mishandling by MakeMyTrip & Vietnam Airlines leading to wrongful cancellation of her husband’s ticket. Choice4Voice.com highlights complaint, remedies & next steps.
Complaint Summary : MakeMyTrip Ticket Cancellation Complaint – Ankita Banerjee
| Details | Information |
|---|---|
| Complainant Name | Ankita Banerjee |
| Profession | Brand & Category Growth Strategist |
| Not disclosed | |
| Company/Brand | MakeMyTrip & Vietnam Airlines |
| Complaint Type | Wrongful Ticket Cancellation & Poor Customer Support |
| Product/Service | International Flight Booking |
| Booking ID | NN2AGDT187935997262 |
| Issue Description | Husband’s ticket cancelled without consent during a simple name correction request, causing immense stress and disruption. |
| Status | Unresolved – Escalation pending |
| Date of Complaint | 10th September 2025 (approx.) |
| Evidence Provided | LinkedIn complaint, booking details, support interaction references |
Full Complaint Write-up
Ankita Banerjee, a senior professional with extensive experience in consumer insights and product strategy, has reported a deeply concerning case involving MakeMyTrip Care and Vietnam Airlines.
The complainant, along with her husband Sohom D. and infant daughter, had a return flight booked from Hanoi to Bengaluru (Booking ID: NN2AGDT187935997262). The request made to MakeMyTrip was simple: add a middle name to her husband’s ticket.
Instead of a straightforward correction, the process turned into a 20-day ordeal filled with inefficiencies:
- MakeMyTrip insisted on first untagging the infant’s ticket from the husband’s booking and linking it to Ankita’s – a process that consumed unnecessary time.
- Shockingly, instead of resolving the name correction, her husband’s ticket was outright cancelled without consent or explanation.
- Even after escalation, the response times were unreasonably long, sometimes taking 17–18 hours just to return a call, despite this being a critical issue.
While staff members like Sushree Swain, Ms. Payal, and Mr. Prince struggled to provide clarity, Mr. Shubham acknowledged the mistake and admitted MakeMyTrip was at fault. Unfortunately, no resolution has been provided yet.
With a complete trip already planned, this mishandling has caused severe stress, uncertainty, and financial risk for the family.
This complaint raises serious questions about the reliability of MakeMyTrip’s customer service and the lack of safeguards at Vietnam Airlines for preventing such lapses.
Choice4Voice.com’s First Stage Action
This case is being highlighted on Choice4Voice.com after the complainant’s public post on LinkedIn.
This is the first stage of escalation. If MakeMyTrip and Vietnam Airlines fail to address the matter promptly, Choice4Voice.com’s legal team may extend support in pursuing regulatory and consumer legal action.
What Legal Cases Can Be Filed?
If unresolved, the complainant may pursue the following remedies:
- Consumer Protection Act, 2019 – For deficiency in service and unfair trade practices.
- Civil Court Action – For mental harassment, damages, and losses due to cancelled travel.
- Aviation Regulator (DGCA in India) – To report wrongful cancellation and mishandling of passenger details.
- Contract Law Claim – For violation of the service agreement when a ticket was cancelled without consent.
- IPC Section 420 (Cheating) – If misrepresentation or deliberate negligence is proven.
Steps MakeMyTrip & Vietnam Airlines Should Take
To resolve this matter fairly, the companies must:
- Immediately Reinstate the Cancelled Ticket – or provide a replacement at no additional cost.
- Offer Written Clarification – explaining how the cancellation occurred without consent.
- Improve Escalation Process – ensuring critical cases are resolved within hours, not days.
- Compensate the Passenger – for stress, financial losses, and disruption caused.
- Implement Safeguards – to prevent unilateral cancellations in the future.
Guidance for the Complainant
Choice4Voice.com advises the complainant to:
- Preserve all communication records, booking IDs, and emails with MakeMyTrip.
- File a formal written complaint to MakeMyTrip’s Grievance Officer and Vietnam Airlines.
- If unresolved in 30 days, escalate to Consumer Forum & DGCA.
- Claim refunds and compensation under consumer law.
- Seek legal redress for mental harassment and loss of trust.
Q&A Section
Q1: What is Ankita Banerjee’s complaint against MakeMyTrip?
She reported wrongful cancellation of her husband’s ticket during a simple name correction request.
Q2: Which airline was involved in the booking?
Vietnam Airlines, via MakeMyTrip booking.
Q3: What was the booking ID mentioned in the complaint?
NN2AGDT187935997262.
Q4: What mistake did MakeMyTrip make in this case?
They cancelled the passenger’s ticket without consent, instead of correcting the name.
Q5: How long did the request remain unresolved?
Nearly 20 days.
Q6: Can an airline cancel a ticket without passenger consent?
No, this is a violation of consumer rights.
Q7: What is the role of DGCA in such cases?
DGCA regulates airlines in India and can investigate wrongful cancellations.
Q8: How can a passenger escalate against MakeMyTrip?
By filing a complaint with the Grievance Officer and later with Consumer Court.
Q9: What compensation can be claimed in consumer court?
Refunds, cost of alternative tickets, and damages for harassment.
Q10: Why is slow escalation a problem in international travel cases?
Because delays can risk entire planned trips and financial investments.
Q11: What role did specific staff members play in this case?
Some struggled to assist, while Mr. Shubham admitted MakeMyTrip’s fault.
Q12: Can travel agents be held liable for ticket errors?
Yes, if the error originated from the travel agency.
Q13: What remedies exist if Vietnam Airlines refuses accountability?
Escalation to DGCA and international aviation regulators.
Q14: How can a name correction request cause cancellation?
Due to internal mishandling or flawed process by the service provider.
Q15: What should passengers do if tickets are wrongly cancelled?
Seek immediate escalation, written clarification, and alternative arrangements.
Q16: What rights do Indian passengers have under the Consumer Protection Act?
The right to fair service, transparency, and compensation for deficiencies.
Q17: Can passengers claim damages for stress and uncertainty?
Yes, under consumer law and civil remedies.
Q18: What is the liability of online travel portals like MakeMyTrip?
They are directly accountable as service providers.
Q19: How can international airline disputes be addressed?
Through DGCA, Consumer Court, and international aviation authorities.
Q20: How does Choice4Voice.com support such cases?
By publishing complaints, creating public pressure, and guiding legal escalation.
📌 This article will remain on Choice4Voice.com until MakeMyTrip and Vietnam Airlines take corrective action, reinstate the ticket, and issue a fair resolution.
