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Submit your complaint →Customer Kulbinder Dhaliwal accuses MakeMyTrip of providing a mismatched cab, poor vehicle condition, and rude driver behaviour despite booking a premium “new car” option.
Complaint Summary : Kulbinder Dhaliwal vs MakeMyTrip – Customer Alleges Cab Mismatch, Misleading Service & Rude Driver Behaviour
| Field | Details |
|---|---|
| Customer Name | Kulbinder Dhaliwal |
| Not disclosed | |
| Complaint Type | Misleading Service / Poor Customer Experience |
| Company/Brand | MakeMyTrip |
| Product/Service | Airport Cab Booking |
| Order No / Service No | Not disclosed |
| Date of Incident | Not specified |
| Company’s Response | No official response yet |
| Nature of Complaint | Mismatched cab, poor vehicle condition, and driver misconduct |
| Complainant’s Statement | MakeMyTrip provided a different cab and driver than booked, the vehicle was old despite choosing the “new car” option, and the driver demanded extra payment rudely. |
Full Case Summary
Kulbinder Dhaliwal, a verified professional, has raised a serious complaint against MakeMyTrip, alleging misleading service, poor cab condition, and rude driver behaviour during an airport transfer booking.
According to the complaint, Kulbinder had booked a premium airport cab a few days in advance to ensure a smooth and safe journey with his wife. However, the actual experience turned out to be highly disappointing.
When the cab arrived:
- The vehicle number and driver details did not match the information shared in the booking confirmation.
- The car was in poor condition, despite selecting the “new car” option while booking.
- The driver behaved rudely, repeatedly demanding extra money and parking fees, even though the charges were already included in the booking.
Only a small pending amount was due, which Kulbinder had already clarified, but the driver continued to insist aggressively, spoiling the experience further.
Customer’s Concerns
The complainant raised several serious questions regarding MakeMyTrip’s reliability and customer protection measures:
- Why was a different cab and driver assigned from what was confirmed in the booking?
- Why does the platform mislead users with options like “new car” that are not honored?
- Why did the customer support representative (named Aryan) fail to resolve the issue responsibly?
- What steps does MakeMyTrip take to ensure passenger safety and monitor driver conduct?
Kulbinder expressed disappointment, stating that MakeMyTrip’s customer service standards are far below expectations, especially for loyal or premium users.
Possible Legal and Regulatory Violations
The incident could potentially fall under consumer protection and misrepresentation laws, specifically:
1. Misrepresentation of Service Quality
If a service is advertised with specific features (like a “new car” or verified driver) but delivered otherwise, it can be considered false advertising under the Consumer Protection Act, 2019.
2. Unfair Trade Practices
Repeatedly offering misleading options or failing to verify third-party service providers (cab partners) can amount to unfair trade practice.
3. Breach of Contract
Providing a mismatched cab and driver violates the terms of service agreed upon during booking.
How Choice4Voice.com Can Help
Choice4Voice.com actively assists customers like Kulbinder Dhaliwal in making their voices heard when companies ignore or mishandle genuine concerns. Through public publication of verified cases, Choice4Voice.com:
- Promotes accountability in corporate service delivery.
- Enables resolution visibility for consumers and regulators.
- Guides complainants in filing cases with relevant authorities such as the Consumer Commission or Transport Department.
Step-by-Step Guide to File a Complaint
If you experience a similar issue with MakeMyTrip or any other travel platform:
- Collect evidence – retain booking screenshots, driver details, and payment proof.
- Email MakeMyTrip’s grievance officer through the official support portal.
- Escalate unresolved complaints to the National Consumer Helpline (NCH) at consumerhelpline.gov.in.
- File a case in the Consumer Forum under “Deficiency in Service and Misrepresentation.”
- Share your verified complaint on Choice4Voice.com to raise awareness and pressure the brand to act.
Applicable Legal Templates
Consumer Forum Complaint Template:
“I, [Your Name], booked a cab via MakeMyTrip which was not as described. The car and driver details did not match the booking confirmation, and the vehicle was in poor condition. The driver’s behavior was inappropriate, and customer support failed to resolve my issue. I seek full refund, apology, and compensation for harassment under the Consumer Protection Act, 2019.”
Email to Company Template:
“Dear MakeMyTrip Team,
I am writing to escalate my unresolved complaint about a mismatched cab booking and rude driver behavior. Please provide a formal resolution within 7 days, failing which I will escalate the matter to the consumer authorities.
Regards,
[Your Name]”
About MakeMyTrip
MakeMyTrip is one of India’s leading online travel companies, offering services like flights, hotels, and cab bookings. Despite its established reputation, recent consumer reports have pointed to inconsistent third-party service quality and poor customer resolution systems, especially in the cab service segment.
Conclusion
This case underscores the growing gap between advertised service quality and actual customer experience on major travel platforms. A simple airport transfer turned into a distressing event due to misleading listings, unverified service partners, and lack of accountability.
Consumers expect reliability, transparency, and courtesy—values that should be non-negotiable for brands like MakeMyTrip.
Choice4Voice.com urges MakeMyTrip to investigate this case, take strict action against the partner agency and driver involved, and restore customer confidence through fair and prompt redressal.
Q&A
Q1. Who filed a complaint against MakeMyTrip?
Kulbinder Dhaliwal, a verified professional, filed the complaint.
Q2. What was the issue reported?
A mismatched cab and driver, poor vehicle condition, and rude driver behaviour.
Q3. Which service was booked?
An airport cab via MakeMyTrip.
Q4. What was MakeMyTrip’s response?
No official resolution was provided at the time of publication.
Q5. Why is this case significant?
It raises questions about false advertising, driver verification, and consumer safety.
Q6. What options do customers have for redressal?
They can approach the Consumer Forum or submit the case to Choice4Voice.com.
Q7. Is MakeMyTrip liable for third-party driver misconduct?
Yes, under the Consumer Protection Act, as the booking is made through their platform.
Q8. What should customers do after such incidents?
Document everything and escalate via official channels.
Q9. Can a refund be claimed?
Yes, for service deficiency and mental distress.
Q10. What law protects consumers in such cases?
The Consumer Protection Act, 2019.
Q11. How long does MakeMyTrip take to resolve such issues?
Usually 7–14 days, but varies case by case.
Q12. Can the driver’s behavior be reported to authorities?
Yes, to the local RTO or police for harassment or extortion.
Q13. What constitutes “service deficiency”?
Failure to deliver what was promised in the booking terms.
Q14. Does MakeMyTrip verify drivers?
Drivers are third-party contractors; verification lapses can occur.
Q15. How to contact MakeMyTrip’s grievance officer?
Through their official website’s customer support or email escalation form.
Q16. Can MakeMyTrip cancel bookings without notice?
Only under exceptional conditions; otherwise, refunds must be processed.
Q17. What penalties apply for false advertising?
Up to ₹10 lakh under the Consumer Protection Act.
Q18. What agencies oversee online travel companies?
The Ministry of Tourism and the Central Consumer Protection Authority (CCPA).
Q19. How can Choice4Voice.com assist customers?
By publishing verified complaints and guiding users in filing legal escalation.
Q20. What can MakeMyTrip do to restore trust?
Improve service partner verification, ensure driver accountability, and resolve complaints transparently.
Author: Complainant – Kulbinder Dhaliwal
Platform: Choice4Voice.com – India’s Trusted Consumer Complaint Platform
