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Submit your complaint →Yagni Mehta shares a verified complaint against MakeMyTrip and IndiGo Airlines after a flight cancellation resulted in ₹3,300 unfair deductions. Read full verified story on Choice4Voice.com
Complaint Summary : Yagni Mehta vs MakeMyTrip & IndiGo Flight Refund Complaint | ₹3,800 Paid, ₹500 Refunded
| Field | Details |
|---|---|
| Complainant Name | Yagni Mehta |
| Complaint Type | Unfair Deduction / Refund Dispute |
| Company/Brand | MakeMyTrip & IndiGo (InterGlobe Aviation Ltd) |
| Product/Service | Flight Booking |
| Route | Ahmedabad → Mumbai |
| Booking Platform | MakeMyTrip App |
| Incident Type | Flight Cancelled and Partial Refund |
| Total Amount Paid | ₹3,800 |
| Refund Received | ₹500 |
| Issue Summary | Second flight cancelled automatically, refund withheld |
| Date of Incident | October 2025 |
| Response from Company | No resolution provided |
| Verification Source | Public LinkedIn Post (Verified Account) |
Complaint Overview
Yagni Mehta, a marketing and live experience professional with prior experience at BookMyShow Live, Swiggy, Paytm Insider, and RedBull, has filed a verified public complaint against MakeMyTrip and IndiGo Airlines (InterGlobe Aviation Ltd) for what she described as an instance of “digital robbery.”
According to her statement, Yagni booked an IndiGo flight from Ahmedabad to Mumbai through MakeMyTrip. On the morning of her travel, the flight was cancelled. The MakeMyTrip app initially offered her an option for a full refund, which she selected.
However, later that day, a new option appeared allowing her to rebook another flight at no extra cost. Relieved, she made a new booking. But hours later, MakeMyTrip’s system automatically cancelled her second flight, and ₹3,300 was deducted without proper explanation, leaving her with only ₹500 refunded out of ₹3,800 paid.
Customer’s Statement
“I booked an IndiGo flight from Ahmedabad to Mumbai through MakeMyTrip. The flight got cancelled on the morning of travel. I opted for a full refund, but hours later, the app allowed me to rebook another flight for free.
I booked it, but later MakeMyTrip’s systems went ahead and cancelled the second flight too — deducting multiple random charges. I paid ₹3,800 and got ₹500 back.
That’s not policy, that’s digital robbery.”
— Yagni Mehta, Verified LinkedIn User
Yagni also highlighted the poor experience with MakeMyTrip’s AI-powered support, stating that it took hours to reach a human representative who was “rude, dismissive, and completely unhelpful.”
Key Points from the Complaint
- Original flight cancelled by IndiGo Airlines.
- Refund initially promised by MakeMyTrip, then delayed.
- Customer rebooked a second flight under a “no extra charge” option.
- System auto-cancelled second booking and deducted arbitrary fees.
- Out of ₹3,800 paid, only ₹500 refunded.
- Customer faced poor customer support via automated helpline.
Company Background
MakeMyTrip (MMT)
Founded in 2000, MakeMyTrip is one of India’s largest online travel booking platforms. It has recently faced multiple user complaints related to refund delays and app-based support failures.
IndiGo Airlines (InterGlobe Aviation Ltd)
India’s leading low-cost carrier, known for operational efficiency, but also criticized for frequent cancellations and refund issues when booked via third-party apps.
Analysis of the Issue
This case reflects a systemic failure in refund synchronization between MakeMyTrip’s platform and IndiGo’s booking database. Such discrepancies typically arise when:
- Cancellation updates are not reflected in real-time between systems.
- Refund policies differ for direct and third-party bookings.
- Customer support lacks visibility into previous complaint threads.
The complainant’s experience highlights how AI-based customer service, when poorly implemented, can worsen customer frustration rather than resolve it.
Legal Remedies Available
1. Consumer Protection Act, 2019
Unexplained deductions and delayed refunds fall under “deficiency in service.” Consumers can file a complaint with the District Consumer Commission.
2. Civil and Contract Law Provisions
Consumers can demand compensation for financial loss and harassment if refund terms were misrepresented.
3. Directorate General of Civil Aviation (DGCA)
Under DGCA rules, airlines must issue refunds within 7 days of flight cancellation — even for bookings made via third-party apps.
How Choice4Voice.com Can Help
At Choice4Voice.com, we publish verified consumer grievances like this one to ensure transparency and public accountability. Our team helps victims of refund delays and system errors by:
- Highlighting genuine complaints through verified publication.
- Guiding consumers to file DGCA complaints for flight refunds.
- Offering free legal draft templates for Consumer Court or DGCA escalation.
- Increasing pressure on companies through verified public exposure.
Step-by-Step Action Plan
Step 1: Contact MakeMyTrip Support
Step 2: Contact IndiGo Airlines Support
📧 customer.relations@goindigo.in
Step 3: Escalate to DGCA
Visit https://dgca.gov.in → “Passenger Grievance Redressal” section.
Step 4: File Consumer Forum Complaint
Submit full case on https://consumerhelpline.gov.in with booking ID, refund proof, and communication records.
Pre-Drafted Email for Escalation
Subject: Unexplained Refund Deduction – Flight Cancelled and Rebooked via MakeMyTrip
Dear MakeMyTrip / IndiGo Team,
I am writing to escalate an unresolved issue regarding my flight booking from Ahmedabad to Mumbai made via MakeMyTrip.
After my original IndiGo flight was cancelled, I opted for a refund and later rebooked another flight using the app’s “no extra charge” option. The second booking was also cancelled automatically, and multiple deductions were made.
I paid ₹3,800 and received only ₹500 back. Please review the transaction and process the remaining refund immediately.
Regards,
Yagni Mehta
Applicable Legal Framework
| Authority / Law | Purpose |
|---|---|
| Consumer Protection Act, 2019 | Covers deficiency in service and unfair trade practices |
| DGCA Refund Rules (2023) | Mandates refund within 7 days for cancelled flights |
| E-commerce Rules, 2020 | Enforces refund transparency and accountability |
| Contract Act, 1872 | Protects consumers against breach of service terms |
Q&A
Q1. Who filed the complaint?
A1. Yagni Mehta, a verified LinkedIn user and former BookMyShow, Swiggy, and Paytm Insider professional.
Q2. What is the issue?
A2. Flight cancellation followed by unfair refund deduction.
Q3. Which companies are involved?
A3. MakeMyTrip and IndiGo Airlines.
Q4. How much did the customer lose?
A4. ₹3,300 deducted without explanation.
Q5. How much refund was received?
A5. Only ₹500 out of ₹3,800.
Q6. When did the issue occur?
A6. October 2025.
Q7. Which flight route was affected?
A7. Ahmedabad to Mumbai.
Q8. What was MakeMyTrip’s response?
A8. No resolution or refund clarification provided.
Q9. What support experience did the customer report?
A9. Long delays with AI-based customer service and rude staff interaction.
Q10. What laws protect passengers in such cases?
A10. Consumer Protection Act and DGCA Refund Rules.
Q11. What refund timeline does DGCA mandate?
A11. Refunds must be processed within 7 working days.
Q12. Can this complaint be filed in Consumer Forum?
A12. Yes, under the “Deficiency in Service” category.
Q13. What documents are needed for filing?
A13. Booking ID, cancellation email, refund receipts, communication proof.
Q14. What are MakeMyTrip’s contact details?
A14. service@makemytrip.com
Q15. What is IndiGo’s complaint email?
A15. customer.relations@goindigo.in
Q16. Can partial refunds be challenged legally?
A16. Yes, if not justified under refund policy.
Q17. Where can airline refund complaints be escalated?
A17. DGCA Grievance Portal.
Q18. What is the refund issue category?
A18. Unfair deduction and lack of service transparency.
Q19. How can others file similar complaints?
A19. By submitting verified complaints on Choice4Voice.com.
Q20. What is the customer’s final demand?
A20. Full refund of ₹3,300 and an apology for poor service experience.
