Kuheli Joardar accuses MakeMyTrip of misleading customer support, forced partial refunds “under protest” and unilateral ticket closure without resolution. Choice4Voice.com explains legal remedies, departments to complain to (Consumer Forum, IRDAI/National Consumer Helpline, Cyber Crime Portal, police), and provides ready templates and step‑by‑step filing guides.
Complaint Summary Table : MakeMyTrip Complaint: Kuheli Joardar Exposes Misleading Practices, Forced Refund Closure & Ticket Closure Without Resolution
| Complainant Name | Kuheli Joardar |
|---|---|
| Company / Brand | MakeMyTrip (MMT) |
| Complaint Type | Misrepresentation / Forced Partial Refund / Unresolved Grievance / Unilateral Ticket Closure |
| Product / Service | Travel Booking / Online Travel Platform |
| Issue Description | Customer alleges support agents misled her into decisions, was later offered a partial refund “under protest”, and MakeMyTrip unilaterally closed the complaint ticket without proper resolution or communication. |
| Date of Incident | 4 days ago (from post date) |
| LinkedIn Post URL | (original LinkedIn post by Kuheli Joardar) |
About the Brand: MakeMyTrip (MMT)
MakeMyTrip (MMT) is one of India’s largest online travel companies, offering flight, train, hotel and holiday bookings, along with related travel services. The platform uses call‑centre and chat support to process cancellations, refunds, and claim resolution. While widely used, customers sometimes report problems such as mis‑information from agents, delayed/partial refunds, poor escalation, and opaque grievance handling.
Key facts to include for readers
- Category: Online Travel Aggregator / OTA
- Services: Flight bookings, hotel bookings, holiday packages, cancellations & refunds, customer support channels
- Relevance for this complaint: Refund handling, agent communication and grievance closure processes
About the Author: Kuheli Joardar
Kuheli Joardar is a Senior Scrum Master and certified project management professional who publicly documented a consumer grievance against MakeMyTrip after experiencing misleading guidance from support agents, being pressured to accept a partial refund “under protest”, and later finding her ticket/complaint closed unilaterally by the company without satisfactory resolution. She has signalled intent to escalate to consumer forums and legal authorities.
Complete Issue Overview
- Customer claims support agents misled her into decisions (documentation exists).
- Company allegedly offered a partial refund which the customer accepted under protest (explicit reservation of rights to pursue remaining amount).
- Company unilaterally closed the complaint/ticket without communication or full resolution.
- Customer alleges coercive, high‑handed behavior, misrepresentation and negligence.
- Customer intends to escalate to consumer forums/legal authorities.
Possible Legal Grounds & Consumer Protections (what may apply)
The items below are possible legal grounds based on the facts from the post. Each matter requires review of supporting documents (chats, call recordings, invoices, refund receipts) before selecting exact sections to rely on.
- Consumer Protection Act, 2019 — Deficiency in service and unfair trade practice (misrepresentation of services, coercion into accepting inadequate refunds, failure to resolve grievances).
- The Indian Contract Act, 1872 — Misrepresentation if the agent made false statements inducing a decision.
- Information Technology Act / IT Rules — If the platform used automated or electronic communication that misled the consumer or breached terms of service; also relevant for electronic evidence.
- Section 420 of the IPC (Cheating) — Potentially applicable in extreme cases where there is dishonest inducement resulting in wrongful loss (requires stronger proof and legal advice).
- Breach of Terms of Service / Consumer Agreement — Contractual remedy for not following the booking/refund policy.
- Unfair Commercial Practice rules under the Consumer Protection Act — Applying where policies or practices deceive or coerce the consumer.
- Remedies under Civil Law — Claim for monetary compensation and direction for complete refund.
- Regulatory escalation (if payment gateway or insurance involved) — RBI/NPCI or IRDAI only if payment or travel insurance issues are implicated.
Exact Authorities & Departments Where Complaints Can Be Filed (and why)
- MakeMyTrip Grievance/Customer Support (internal escalation)
- First step: Use MMT’s grievance/escalation channels (email, portal, social media DM, official grievance form). Keep ticket IDs and timestamps.
- National Consumer Helpline (NCH) / Consumer Forum (District Consumer Commission)
- For deficiency in service, unfair trade practice and monetary relief; option to file a complaint in District Consumer Commission or State Commission depending on claim amount.
- Ministry of Consumer Affairs — Central Consumer Protection Authority (CCPA)
- For systemic unfair trade practices by a large platform (complaints can trigger investigations).
- Cyber Crime Portal (Indian Cyber Crime Coordination Centre / IC3 equivalent)
- When there is possible fraud, deceptive digital practice, or evidence the online platform or agents used coercive electronic means.
- Police / FIR (Local Police Station)
- If facts show deliberate fraud/cheating (criminal aspect). Proceed only after legal consultation prepare an FIR with evidence and details.
- Sectoral Regulators
- IRCTC / DGCA only if rail/air-specific regulatory breaches arise (rare; primarily operational). MakeMyTrip is an OTA general consumer laws apply; regulator involvement depends on the service (airlines, hotels).
- Platform / Payment Gateway / Bank (if refund transaction failed or partial refund issues)
- For failed or wrong refunds, file dispute with bank/payment gateway (via chargeback or grievance) and escalate to RBI if bank/payment fails to resolve.
- Social & Media Escalation
- Public amplification via Choice4Voice.com and social media often speeds resolution. (Choice4Voice will publish the complaint.)
How Choice4Voice.com Can Help — Step‑by‑step & Specific Support
- Publish & Amplify: We will publish a detailed article (like this one) with the complainant’s evidence (screenshots, chat transcripts, call logs) to pressure the company publicly.
- Direct Brand Outreach: We contact MakeMyTrip’s grievance cell, senior escalation team and relevant social/digital escalation channels with documented demands.
- Document Review & Evidence Prep: We help organize chat logs, call recordings, invoices, refund receipts, terms & conditions and correspondence into a legal evidence pack.
- Filing Support: We prepare and file complaints for you — Consumer Forum complaints, CCPA referrals, Cyber Crime Portal submissions, bank/payment disputes and (if required) FIR drafts.
- Legal Team Escalation: If MMT fails to resolve, our legal partners can issue formal legal notices and file suits in Consumer Courts (District / State / National Commission) as needed.
- Follow‑up & Monitoring: We track the grievance lifecycle and provide regular updates until closure.
- Templates & Guidance: Below are ready‑to‑use templates (edit only factual fields as needed). Use them exactly as provided on your website.
Pre‑drafted Templates (Ready to Publish / Use)
Important: Publish templates as-is; instruct complainants to replace bracketed fields with their details before sending.
1) Grievance Email to MakeMyTrip — (To publish / send)
Subject: Urgent Escalation — Complaint ID [Existing Ticket ID if any] — Request for Full Resolution and Refund
To: grievances@[makemytrip official email] / support through portal
Date: [DD/MM/YYYY]
Dear MakeMyTrip Grievance Team,
I am writing to escalate a consumer grievance that remains unresolved despite prior communications. Details follow:
Complainant Name: [Full name]
Booking ID / Order ID: [Booking/Order ID]
Date of Booking / Transaction: [DD/MM/YYYY]
Issue Summary:
- On [date], I received incorrect/misleading advice from your support agent [agent name or “unknown”] that resulted in [describe outcome].
- I was offered a partial refund [amount] which I accepted “under protest” while reserving the right to pursue the remaining due amount.
- Despite documentation and clear evidence (attached), my complaint ticket [Ticket ID] was unilaterally closed on [date] without communication or proper resolution.
Attachments:
1. Booking confirmation and invoice
2. Chat transcripts / call logs / recordings
3. Refund transaction receipt / partial refund reference
4. Any other supporting documents
Relief Sought:
1. Immediate reopening of my ticket and full investigation of the agent conduct.
2. Full refund of [amount] (balance) within 7 working days.
3. Formal written apology and corrective action against the agent/employee found responsible.
4. Written confirmation of the steps taken within 10 working days.
If this matter is not resolved satisfactorily, I will escalate the complaint to the National Consumer Helpline, file a complaint under the Consumer Protection Act, and pursue other legal remedies.
Please confirm receipt and provide a timeline for resolution.
Regards,
[Full Name]
[LinkedIn Profile URL]
[Optional: City, State]
2) Cyber Crime / Online Fraud Complaint (to Indian Cyber Crime Portal)
Subject: Complaint Regarding Deceptive/Coercive Online Practices by MakeMyTrip
Complainant: [Full Name]
Date: [DD/MM/YYYY]
Summary:
On [date], I interacted with MakeMyTrip support (ticket [Ticket ID]) and was misled into accepting terms that were not factual. My ticket was later closed without resolution, despite documented evidence. I believe deceptive electronic communication and coercive conduct were used, causing financial loss of [₹ amount] and mental distress.
Evidence Provided:
- Chat transcripts (pdf)
- Recorded call (link / file)
- Booking confirmation and refund proof
- Screenshot of ticket closure
Relief Requested:
1. Investigation into online misconduct by MakeMyTrip agents.
2. Directives for company to refund the outstanding amount.
3. Preservation and examination of agent call recordings/logs.
4. Any recommended protective actions for consumer data or funds.
Please acknowledge this complaint and advise next steps.
Regards,
[Full Name]
[Contact — optional for portal]
3) Draft Consumer Complaint (for District Consumer Forum / State Commission)
IN THE DISTRICT CONSUMER DISPUTE REDRESSAL COMMISSION AT [City]
Complaint No. __________
Between:
[Complainant Name], …………………….Complainant
AND
MakeMyTrip India Pvt. Ltd. (Address: [registered office address]) …………………….Opposite Party
COMPLAINT UNDER SECTION 35 OF THE CONSUMER PROTECTION ACT, 2019
The complainant states:
1. That the complainant made a booking on [date], Booking ID [xxxxxx], for [service]. (Document A)
2. That due to misleading counsel and actions of the opposite party’s agent, the complainant suffered a financial loss of [amount]. (Document B)
3. That the complainant repeatedly raised the grievance through ticket [Ticket ID] but the opposite party unilaterally closed the ticket on [date] without resolution. (Document C)
4. That the opposite party’s acts amount to deficiency in service and unfair trade practice under the Consumer Protection Act, 2019.
Relief Sought:
a) Refund of outstanding balance of ₹[amount] with interest at [rate] from [date] till payment.
b) Compensation for mental anguish and costs of litigation ₹[amount].
c) Direction for MakeMyTrip to revise internal grievance handling and to compensate for legal costs.
Place:
Date:
[Complainant signature & verification]
(Annexures: Booking, chats, call recordings, refund receipts, ticket closure screenshot)
4) FIR-style Complaint Draft (to file at Police Station) — use only if evidence suggests criminal fraud
To,
Officer In Charge,
[Local Police Station],
[City]
Subject: Complaint regarding alleged cheating / fraud by an agent / employee of MakeMyTrip
Sir/Madam,
I, [Name], resident of [address], wish to lodge this complaint alleging cheating, misrepresentation and possible criminal conduct by MakeMyTrip or its agent that resulted in financial loss.
Brief facts:
- On [date], Booking ID [xxx] was made.
- On [date], MakeMyTrip agent [name if known] misrepresented facts leading me to accept a partial refund "under protest." Ticket was later closed without resolution.
- Evidence: Chat transcripts, call recording, payment receipts, partial refund slip (attached).
I request you to register an FIR under appropriate sections (e.g., Section 420 IPC for cheating) and investigate. I am prepared to provide all evidence.
Thanking you,
[Name, Signature, Date]
(Attach: evidence files)
5) Legal Notice Template (issued by lawyer)
Date: [DD/MM/YYYY]
To,
MakeMyTrip India Pvt. Ltd.
[Registered Office Address]
Dear Sirs,
Re: Legal Notice for refund of outstanding amount and compensation for deficiency in service — Booking ID [xxxx]
We act for and on behalf of our client [Name]. Despite repeated communications and providing proof of your agent’s misrepresentation, our client was offered only a partial refund which was accepted under protest. Thereafter you unilaterally closed the ticket without resolving the remainder.
Take notice that unless you refund ₹[amount] within 7 days together with interest and confirm corrective action, we shall initiate proceedings under the Consumer Protection Act, 2019 and other civil and criminal remedies, without further reference to you.
Yours faithfully,
[Law Firm / Advocate Name]
Step‑by‑Step Guide — How to File a Consumer Complaint
- Collect Evidence (mandatory): Booking receipts, chat transcripts, screenshots of policies, refund receipts, ticket IDs, time‑stamped call recordings.
- Send Grievance Email to MMT (use template above). Send by registered email and through portal; note the ticket ID and screenshots.
- Wait 7–10 working days for root cause analysis/response. If unsatisfactory:
- File with National Consumer Helpline / District Consumer Commission attach all evidence, sequence of events and refund proof.
- If suspecting criminality, prepare an FIR draft and consult counsel before lodging to ensure correct criminal sections.
- File Cyber Complaint if deception occurred through digital channels (upload evidence).
- If payment issues, contact bank/payment gateway for chargeback/refund reversal while simultaneously pursuing consumer complaint.
- Engage Choice4Voice.com to publish and escalate publicly and to request immediate brand intervention.
- If unresolved, instruct legal notice and file a Consumer Forum petition with an advocate; request interim relief (refund) where urgency exists.
Q&A
- How do I complain against MakeMyTrip for misleading support?
- Collect proof (chats, call logs), raise the grievance with MMT (ticket/email), escalate to National Consumer Helpline or Consumer Forum if unresolved. Use Choice4Voice.com to amplify.
- Can MakeMyTrip force me to accept a partial refund?
- No. Accepting a partial refund “under protest” preserves your right to seek the remaining balance later.
- What evidence is admissible in a consumer complaint against a travel company?
- Booking confirmations, chat transcripts, call recordings, refund notices, screenshots, and ticket IDs.
- How to reopen a closed ticket on MakeMyTrip?
- Send an escalation email to MMT grievance team with evidence and demand reopening; document the demand and timeline.
- Does unilateral ticket closure by MakeMyTrip violate consumer law?
- It may amount to deficiency in service if closure occurs without proper resolution or communication.
- How long does a consumer complaint against MakeMyTrip take to resolve?
- Internal resolution: days–weeks. Consumer Forum: weeks to months. Public escalation can accelerate action.
- Will social media help resolve MakeMyTrip complaints faster?
- Public exposure often prompts faster corporate response; Choice4Voice.com publishes and amplifies complaints.
- Can I file an FIR against MakeMyTrip for fraud?
- Only if facts indicate criminal fraud/cheating; consult counsel and police with clear evidence.
- What are my legal remedies if MakeMyTrip gives partial refund?
- Demand full refund via grievance; file consumer complaint for deficiency in service and claim compensation.
- Is accepting a refund “under protest” legally binding?
- No — it preserves your right to pursue further remedy, provided you documented that protest.
- How to escalate to National Consumer Helpline (NCH)?
- Use NCH portal or helpline, file a complaint with supporting documents and ticket IDs.
- Should I contact my bank for a disputed refund from MakeMyTrip?
- Yes — if refund transaction failed or was partial, lodge a bank dispute/chargeback simultaneously.
- Can Cyber Crime Portal help with travel platform deception?
- Yes, for online deception, coercive electronic communication or digital fraud, file a complaint with cybercrime authorities.
- Does MakeMyTrip have an official grievance email?
- Use the company’s official grievance form and published escalation emails — include ticket IDs and demand timelines.
- How to prepare documents for Consumer Court?
- Chronological timeline, copies of bookings, chats, call recordings, refund receipts, and proof of closure/rejection.
- Will publishing my complaint hurt my legal case?
- Publicizing facts and evidence generally helps pressure resolution; avoid making unverified allegations that could be defamatory.
- Can Choice4Voice.com file on my behalf?
- Yes — we publish the complaint, engage the brand, and assist in formal escalations and legal filings.
- What compensation can Consumer Forum award against MakeMyTrip?
- Refund, interest, compensation for mental agony, litigation costs — amount depends on case facts.
- How fast should MakeMyTrip respond to a grievance?
- Reasonable timelines vary; if no substantive reply in 7–10 days, escalate to consumer forums or NCH.
- What to do if support agent gave false policy information?
- Save the chat/call evidence, send a formal grievance citing the misleading advice, demand full refund/compensation, and escalate if ignored.
