Prasenjit Mondal has raised a complaint against MakeMyTrip regarding Bus No. MP09DJ9027 (Mumbai–Hyderabad, 25-Sep-2025). Despite being present at the pickup point and signaling the driver, the bus did not stop, leading to financial and mental stress. Here’s the full case, legal remedies, complaint filing steps, and how Choice4Voice.com can help.
Complaint Summary
| Details | Information |
|---|---|
| Complainant Name | Prasenjit Mondal |
| Company/Brand | MakeMyTrip |
| Service Type | Bus Ticket Booking |
| PNR / Ticket No. | PNR: 221974304 / Ticket: NU710051139912726 |
| Bus Details | Bus No. MP09DJ9027, Mumbai–Hyderabad |
| Date of Travel | 25-Sep-2025, 06:00 AM |
| Incident | Despite being present and signaling, bus did not stop |
| Loss Claimed | ₹782 (Ticket Refund) |
| Company’s Response | No response yet |
| Complainant’s Demand | Immediate refund and action against negligence |
Full Write-up
Consumer Prasenjit Mondal, an Executive SAP PM at G R Infraprojects Ltd, booked a MakeMyTrip bus ticket for Mumbai–Hyderabad (Bus No. MP09DJ9027) scheduled for 25-Sep-2025 at 06:00 AM.
He reached the pickup point (Solapur Market Yard) on time and waited for over an hour. When the bus finally arrived at 6:30 AM, he gave a clear hand signal, but the driver refused to stop despite acknowledging his presence in the mirror.
Adding to the distress, the bus operator ignored repeated calls made to the provided contact numbers (9036746777 / 09970695620). This negligence not only caused financial loss of ₹782 but also immense inconvenience to the passenger.
Such incidents highlight serious service deficiencies in online travel aggregators. Consumers deserve reliability, especially when booking through leading platforms like MakeMyTrip, which markets itself as a trusted brand.
How Choice4Voice.com Can Help
At Choice4Voice.com, we specialize in amplifying genuine consumer complaints like this one. By publishing unresolved issues on our platform and escalating them to authorities and regulators, we ensure companies are held accountable.
If MakeMyTrip does not resolve this refund case, Choice4Voice.com can:
- Draft and file a complaint before the Consumer Forum for refund + compensation.
- Escalate to the Ministry of Consumer Affairs and IRCTC/Transport authorities.
- Share the issue on LinkedIn & social platforms to build public pressure.
Applicable Legal Cases
- Consumer Protection Act, 2019 – Deficiency in service & unfair trade practice.
- Contract Act, 1872 – Breach of contract (failure to provide paid service).
- Motor Vehicles Act, 1988 – Negligence by transport operator.
- IT Act, 2000 – Accountability of digital service providers.
Departments / Authorities Where Complaint Can Be Filed
- National Consumer Helpline (NCH) – 1800-11-4000 or consumerhelpline.gov.in
- District Consumer Disputes Redressal Forum (DCDRF)
- Ministry of Road Transport & Highways (since it involves bus transport)
- IRCTC / State Transport Authority (depending on permit laws)
Step-by-Step Guide to File a Complaint
- Collect evidence – ticket copy, payment proof, screenshots, call logs.
- Write to MakeMyTrip customer support demanding refund.
- Escalate to National Consumer Helpline with PNR and ticket details.
- File a consumer forum case for refund + compensation for harassment.
- If negligence persists, report to Ministry of Transport and social media for awareness.
Pre-Drafted Complaint Templates
1. Consumer Forum Complaint
To,
The District Consumer Disputes Redressal Forum,
Subject: Complaint against MakeMyTrip – Non-Refund of Bus Ticket (PNR: 221974304)
I, Prasenjit Mondal, booked a bus ticket via MakeMyTrip (Mumbai–Hyderabad, Bus No. MP09DJ9027) for 25-Sep-2025. The bus did not stop despite my presence at the pickup point, and operator calls were ignored. This caused financial loss of ₹782 and mental harassment.
Reliefs sought:
1. Full refund of ₹782.
2. Compensation for mental agony.
3. Action against negligent service provider.
Sincerely,
[Signature]
Prasenjit Mondal
2. National Consumer Helpline Email
To: nch-ca@nic.in
Subject: Complaint Against MakeMyTrip – Refund of Bus Ticket (PNR: 221974304)
Dear Sir/Madam,
I booked a bus ticket via MakeMyTrip, but the bus driver did not stop at the pickup point despite my presence. Refund of ₹782 is still pending. Kindly take strict action.
Regards,
Prasenjit Mondal
Brand Background: MakeMyTrip
- Founded: 2000 by Deep Kalra
- Headquarters: Gurugram, India
- Services: Flights, Hotels, Bus & Train bookings
- Known Issues: Refund delays, poor customer support, negligence in transport services
Official Contact Channels:
- Website: www.makemytrip.com
- Email: service@makemytrip.com
- Twitter: @makemytripcare
Q&A Section
Q1: How to get a refund from MakeMyTrip if a bus does not stop at the pickup point?
Ans: File a refund request via the app and escalate through National Consumer Helpline if unresolved.
Q2: What documents are required to file a consumer case against MakeMyTrip?
Ans: Ticket copy, payment receipt, call records, and screenshots of failed support.
Q3: Can a passenger claim compensation for negligence by a bus operator?
Ans: Yes, under the Consumer Protection Act, passengers can demand compensation.
Q4: Is MakeMyTrip legally responsible for bus operators’ actions?
Ans: Yes, as the aggregator, they are liable for deficiency in service.
Q5: How long does MakeMyTrip take to process refunds?
Ans: Usually 7–14 working days, but delays are common.
Q6: What is the Consumer Forum fee for filing a complaint?
Ans: Nominal, ranging from ₹100–₹500 depending on claim value.
Q7: Can MakeMyTrip tickets be challenged in Consumer Court?
Ans: Yes, if service is deficient or unfair.
Q8: What should a consumer do if the bus driver ignores pickup requests?
Ans: Immediately report to the aggregator and collect proof for legal use.
Q9: Is mental harassment considered in consumer complaints?
Ans: Yes, courts often award compensation for mental agony.
Q10: Which authority regulates online travel agents in India?
Ans: Ministry of Tourism and Ministry of Consumer Affairs.
Q11: Can a passenger demand both refund and compensation?
Ans: Yes, both are possible under law.
Q12: How to contact MakeMyTrip grievance redressal team?
Ans: Through service@makemytrip.com or Twitter @makemytripcare.
Q13: What is the maximum penalty Consumer Forum can order?
Ans: Depending on the case, it may order refund, compensation, and costs.
Q14: Can complaints against MakeMyTrip be escalated to RBI?
Ans: Only if payment disputes involve banks/UPI; otherwise Consumer Forum is best.
Q15: How to file a complaint on consumerhelpline.gov.in?
Ans: Register, login, and file details with attachments online.
Q16: Are bus booking refunds under IRCTC or MakeMyTrip liability?
Ans: If booked via MakeMyTrip, the company is liable to resolve.
Q17: Can group passengers file a joint complaint?
Ans: Yes, multiple affected passengers can file together.
Q18: What compensation is reasonable for missed travel?
Ans: Refund of fare + additional damages for inconvenience.
Q19: Can MakeMyTrip blacklist passengers for complaints?
Ans: No, it would be considered unfair trade practice.
Q20: What timeline does Consumer Forum take to resolve such cases?
Ans: Typically 3–6 months depending on court workload.
Subject: Immediate Refund Required – PNR: 221974304 / Ticket No: NU710051139912726
Dear Team,
I had a confirmed booking (Bus No. MP09DJ9027, Mumbai–Hyderabad, 25-Sep-2025, 06:00 AM). I waited for 1 hour at Solapur Market Yard, but the bus arrived late at 6:30 AM and did not stop. I gave a clear hand signal at the pickup point, and the driver even noticed me in the side mirror but still chose not to stop. On top of that, the operator ignored my repeated calls (9036746777 / 09970695620).
To make matters worse, your agent and bus operator later falsely claimed that the bus stopped for 3 minutes and that I was called. This is a blatant lie – the bus hardly stopped for 10 seconds, and I did not receive a single call or missed call alert.
This is clear negligence, deficiency of service, and an attempt to shift blame onto the passenger. I demand:
Immediate refund of ₹782 (PNR: 221974304 / Ticket No: NU710051139912726).
Proof of the driver’s claim – including call logs, call recordings, and GPS stop data.
I have already suffered enough inconvenience because of your irresponsible service. If this matter is not resolved within 48 hours, I will escalate it to higher authorities, consumer forums, and legal channels without further notice.
Enough delays – do the needful immediately.
Regards,
Prasenjit Mondal
Kharagpur, West Bengal – 721131
Mob: +91 8017162993