Senior software engineer Keshav Yadav reports refund delay and poor service by MakeMyTrip after baggage add-on cancellation. Choice4Voice.com explains legal rights and remedies available to consumers.
Complaint Summary
| Details | Information |
|---|---|
| Complainant Name | Keshav Yadav |
| Not disclosed | |
| Company/Brand | MakeMyTrip |
| Complaint Type | Refund Delay & Lack of Customer Support |
| Product/Service | Flight Booking – Excess Baggage Add-On |
| Issue Description | Add-on was cancelled by MakeMyTrip without notice. Refund not processed even after 7 days. Customer support unresponsive on calls and social media. |
| Date of Complaint | September 2025 |
| Company’s Response | Only one reply on social media; no refund processed yet |
Full Write-up
Keshav Yadav, a loyal MakeMyTrip customer for over 10 years and a Senior Software Development Engineer at Apple, has raised a strong complaint against the travel giant.
Despite his long-standing trust in MakeMyTrip, he faced:
- An excess baggage add-on cancelled without any prior notification (no SMS, email, or app alert).
- He discovered the cancellation only at the airport counter, causing last-minute stress and forcing him to pay extra directly to the airline.
- After raising the issue, MakeMyTrip admitted cancellation but failed to process the refund even after 7 days.
- Multiple follow-ups through customer care and social media were ignored, apart from a single message requesting details via DM.
This raises a serious concern about MakeMyTrip’s customer support practices and whether ordinary customers are being neglected in favor of high-profile users.
Why This Case Matters
- Refund delays and unannounced cancellations create financial and emotional stress for customers.
- Non-communication of cancellation violates basic consumer rights to be informed.
- Failure to refund within the promised timeline may be considered deficiency in service under Indian consumer laws.
Legal Rights & Possible Legal Action
If MakeMyTrip does not resolve the complaint, the following legal remedies are available to the consumer:
1. Consumer Court Case
- Under the Consumer Protection Act, 2019, this falls under deficiency in service and unfair trade practice.
- Reliefs that can be claimed:
- Immediate refund with interest.
- Compensation for harassment and inconvenience.
- Costs of legal proceedings.
2. Complaint with DGCA (Directorate General of Civil Aviation)
- Since the issue involves an airline add-on service, DGCA may intervene for passenger rights violations.
3. RBI & Banking Ombudsman (if payment stuck)
- If refund is delayed due to payment gateway/banking issue, complaints can be raised with Banking Ombudsman.
4. Civil Suit for Damages
- A case can also be filed in civil court to recover damages for financial loss and harassment.
Choice4Voice.com’s Role
At Choice4Voice.com, we ensure consumers are heard when large companies fail to respond.
- This case is now officially featured on our platform.
- We will escalate the matter publicly to MakeMyTrip.
- If the issue is not resolved, Choice4Voice.com will help the complainant take legal action and claim rightful compensation.
Frequently Asked Questions (Q&A)
1. What should I do if MakeMyTrip cancels my add-on without notice?
Immediately raise a ticket through their app/email and keep records for future legal action.
2. How long does MakeMyTrip take to process refunds?
Normally 5–7 working days, but delays are common.
3. Can MakeMyTrip cancel services without informing customers?
No, cancellation without prior communication is a violation of consumer rights.
4. What if my refund is delayed beyond 7 days?
You can escalate to the Consumer Court or Choice4Voice.com for intervention.
5. Is excess baggage add-on refundable?
Yes, unless clearly stated otherwise at booking.
6. Can I get interest on my delayed refund?
Yes, Consumer Courts often order refund + interest for delayed payments.
7. Can I sue MakeMyTrip for harassment?
Yes, mental harassment due to negligence is compensable under Consumer Protection Act.
8. How can I file a complaint against MakeMyTrip?
- Use their customer care and escalation email.
- File complaint on NCH (National Consumer Helpline).
- Approach Consumer Court.
9. Can DGCA take action in such cases?
Yes, DGCA ensures airlines and agents follow proper customer communication rules.
10. Why do verified accounts get faster responses?
Many brands prioritize high-reach users, but this is unfair practice and can be challenged.
11. Is MakeMyTrip refund policy transparent?
In many cases, customers complain of unclear terms and delays.
12. How to ensure faster refunds?
Always pay using cards/wallets that have chargeback facilities in case of disputes.
13. Can I claim compensation for expenses at the airport?
Yes, any additional charges due to negligence can be claimed in Consumer Court.
14. How do I escalate complaints beyond customer care?
Escalate to MakeMyTrip’s Grievance Redressal Officer (details available on their site).
15. Can Choice4Voice.com take legal action on behalf of customers?
Yes, we assist consumers in filing legal notices and cases if brands ignore complaints.
16. Is refund delay common with MakeMyTrip?
Yes, many customers report long refund timelines.
17. Can I use social media for faster complaint resolution?
Yes, tagging official handles often gets faster responses, though not guaranteed.
18. What documents should I keep for filing a case?
- Booking receipt
- Add-on payment proof
- Emails/messages from MakeMyTrip
- Proof of airport payment
19. What compensation can I claim?
- Refund with interest
- Additional expenses incurred
- Compensation for mental harassment
20. Can RBI intervene in refund delays?
If the delay is due to bank/payment issues, RBI Ombudsman can be approached.
⚖️ Next Step: If MakeMyTrip does not resolve this within 7 working days, Choice4Voice.com recommends filing a consumer complaint with legal notice for immediate action.
