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Submit your complaint →MBA graduate Sai Sree Pallavi Ponduri has accused MakeMyTrip of withholding a promised refund of ₹44,000 for over six months. Despite repeated follow-ups through every support channel, the travel company has failed to process the refund. Choice4Voice.com investigates the case, outlining possible legal remedies, complaint filing steps, and how consumers can take action when online travel portals fail to honor refund commitments.
Complaint Summary
| Details | Information |
|---|---|
| Complainant Name | Sai Sree Pallavi Ponduri |
| Educational Qualification | MBA-HR from Bhavan’s Vivekananda College |
| Complaint Type | Refund Not Processed |
| Company/Brand | MakeMyTrip (MMT) |
| Booking ID | NL2132405122198 |
| Refund Amount | ₹44,000 |
| Duration of Delay | 6+ months |
| Company’s Response | Refund promised but not processed |
| Communication Attempts | Multiple follow-ups across support channels, no resolution |
| Current Status | Pending refund despite company assurance |
Full Complaint Details
Sai Sree Pallavi Ponduri, an MBA graduate from Bhavan’s Vivekananda College, shared her frustration on LinkedIn regarding an unresolved refund issue with MakeMyTrip.
She booked a travel service through MakeMyTrip, and after facing issues with the booking, the company agreed to refund ₹44,000. However, even after six months, the refund has not been processed.
Despite reaching out through:
- MakeMyTrip’s official customer support channels
- Multiple follow-up emails and chat requests
- Social media escalations
…the complainant received no satisfactory update or resolution.
The delay not only represents a breach of trust but also violates consumer protection norms, as the company had explicitly confirmed that the refund would be processed.
Sai Sree’s experience exposes the lack of accountability in customer grievance handling by some online travel aggregators, even when refunds are acknowledged internally.
Legal Case Can Be Filed
Based on the facts, the following legal cases may apply:
- Consumer Protection Act, 2019 – For deficiency in service and delay in refund.
- Section 420 IPC – For potential cheating if refund was promised but not fulfilled.
- Section 406 IPC – Criminal breach of trust if funds were retained without justification.
- IT Act, 2000 (Section 66D) – If any misleading communication was made digitally.
- RBI E-Payment Guidelines – Violation of refund timelines for digital transactions.
How Choice4Voice.com Can Help
Choice4Voice.com serves as a public advocacy and escalation platform to help consumers facing refund issues with companies like MakeMyTrip.
Here’s how the platform supports victims:
- Verification & Public Exposure – Genuine complaints are verified and published to ensure visibility.
- Corporate Escalation – The case is tagged to MakeMyTrip management and consumer authorities for faster resolution.
- Legal Guidance – Helps complainants understand applicable laws and filing procedures.
- Complaint Templates & Support – Ready-to-use complaint and FIR formats for quick filing.
- Awareness Creation – Ensures companies maintain accountability under public scrutiny.
Applicable Authorities
| Authority | Purpose |
|---|---|
| Consumer Forum (E-Daakhil) | File a case for deficiency in service and claim compensation. |
| Ministry of Tourism (India) | For misconduct by registered travel agents and aggregators. |
| National Consumer Helpline (NCH) | Record the complaint officially for government tracking. |
| Cyber Crime Portal | For refund fraud or misleading digital communication. |
Step-by-Step Complaint Filing Guide
1. File a Complaint on National Consumer Helpline
- Visit https://consumerhelpline.gov.in
- Select Travel and Booking Services → MakeMyTrip
- Upload proof (emails, booking ID NL2132405122198, refund confirmation).
2. File with Consumer Forum (E-Daakhil)
- Visit https://edaakhil.nic.in
- Choose “Deficiency in Service” as the reason.
- Attach booking details, MakeMyTrip communication, and refund proof.
3. Email MakeMyTrip Grievance Officer
Email: grievance@makemytrip.com
Subject: Refund Not Processed – Booking ID NL2132405122198 (₹44,000 Pending for 6 Months)
Pre-Drafted Email Template
To: grievance@makemytrip.com
Subject: Urgent – Refund of ₹44,000 Pending for Over Six Months (Booking ID NL2132405122198)
Dear MakeMyTrip Grievance Team,
This is to formally escalate a long-pending refund issue for Booking ID NL2132405122198. Despite multiple follow-ups over the past six months and an official confirmation that ₹44,000 will be refunded, the amount remains unprocessed.
This delay is causing financial stress and violates the timelines mandated under the Consumer Protection Act. Kindly process the refund immediately to avoid legal escalation through the Consumer Forum and Choice4Voice.com publication.
Sincerely,
Sai Sree Pallavi Ponduri
About MakeMyTrip
MakeMyTrip is one of India’s largest online travel booking platforms, offering services across flights, hotels, and holiday packages. The company is legally obligated under Indian consumer laws to process refunds promptly once confirmed and to maintain transparency in communication with customers.
Author
Sai Sree Pallavi Ponduri is an MBA-HR graduate from Bhavan’s Vivekananda College. Her persistent pursuit of a six-month delayed refund from MakeMyTrip reflects a growing consumer concern about accountability in India’s travel and booking industry.
Q&A on MakeMyTrip Refund Issues
Q1. How long does MakeMyTrip take to process refunds?
A: Typically within 7–14 business days, but delays can be escalated legally.
Q2. What can I do if my MakeMyTrip refund is pending for months?
A: File a complaint on the National Consumer Helpline and E-Daakhil portal.
Q3. Can I get compensation for delayed refunds?
A: Yes, under the Consumer Protection Act 2019.
Q4. What documents are needed for filing a complaint?
A: Booking ID, refund confirmation, email trail, and payment proof.
Q5. Can MakeMyTrip deny refund after agreeing to process it?
A: No, that constitutes deficiency in service and can be challenged legally.
Q6. Is it useful to tag MakeMyTrip on LinkedIn?
A: Yes, public visibility often accelerates resolution.
Q7. Can Choice4Voice.com publish travel refund complaints?
A: Yes, after verification to promote consumer accountability.
Q8. How can I contact MakeMyTrip customer care?
A: Through the MMT app or official support email addresses.
Q9. What is the email ID of MakeMyTrip grievance officer?
A: grievance@makemytrip.com
Q10. Can a consumer claim interest on delayed refund?
A: Yes, Consumer Forum may award interest and compensation.
Q11. Are MakeMyTrip and Goibibo governed by the same company?
A: Yes, both operate under the MakeMyTrip Group.
Q12. Is refund delay a criminal offence?
A: It can be, if proven that money was withheld dishonestly.
Q13. Can I raise refund complaints on the RBI Ombudsman?
A: Only if a bank transaction was directly involved.
Q14. Does the Ministry of Tourism handle online booking disputes?
A: Yes, for licensed aggregators registered with them.
Q15. How to escalate MakeMyTrip issues quickly?
A: Email grievance@makemytrip.com and post publicly with proof.
Q16. What are MakeMyTrip refund policies?
A: Based on cancellation type, service provider rules, and booking terms.
Q17. How does Choice4Voice.com assist in travel disputes?
A: By publishing verified cases, raising awareness, and suggesting legal recourse.
Q18. Can I approach the court for refund disputes?
A: Yes, if the Consumer Forum route does not resolve it.
Q19. What is “deficiency in service” in consumer law?
A: Failure to deliver promised service or refund in a reasonable time.
Q20. Is MakeMyTrip obligated to issue written confirmation of refunds?
A: Yes, for transparency and consumer record-keeping.
Published by:
Choice4Voice.com – India’s Trusted Consumer Advocacy Platform
Raising awareness, accountability, and justice in unresolved consumer disputes.
