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Submit your complaint →In a shocking travel ordeal, Vishal Soni shared how his daughter was stranded at the airport after Indigo and MakeMyTrip allegedly cancelled her confirmed tickets and blamed each other. Choice4Voice.com investigates the issue, explains how affected passengers can take legal action, and how Choice4Voice.com helps consumers fight such negligence by major travel brands.
Complaint Summary
| Complainant Name | Vishal Soni |
|---|---|
| Profession | Demand Generation Specialist, AI & Video Content Production Expert |
| Companies Involved | Indigo Airlines, MakeMyTrip |
| Issue Type | Flight cancellation without consent, denial of boarding, and blame-shifting |
| Amount Involved | ₹18,000+ (new tickets for onward and return flights) |
| Incident Location | Chennai Airport |
| LinkedIn Post URL | Original Post by Vishal Soni |
Full Complaint Write-up
Vishal Soni, an experienced marketing professional and AI content strategist, has accused Indigo Airlines and MakeMyTrip of jointly mishandling his daughter’s flight booking, resulting in her being stranded at the airport and forced to buy new tickets twice.
According to his statement, a flight booked for October 19 was cancelled by Indigo. Upon contacting the airline, an executive assisted the family in rebooking another flight for the same day and even sent a boarding pass. However, when his daughter reached the airport, she was informed that she was not on the passenger list.
When Vishal contacted Indigo, the airline allegedly claimed that MakeMyTrip cancelled the ticket. But when MakeMyTrip was contacted, their representative clearly stated that they had no authority to cancel the flight and that Indigo was responsible for the cancellation.
This circular blame game between the two companies continued, leaving the family with no official response, no refund, and double expenses as they had to buy new tickets for both the onward and return journeys (October 19 and October 27).
Despite multiple emails, reminders, and calls, the complaint remains unresolved. Vishal Soni also mentioned having screenshots and call recordings proving his case, including a recording where Indigo and MakeMyTrip refused to share their own call logs.
He has publicly appealed to Indigo CEO Pieter Elbers and MakeMyTrip CEO Rajesh Magow to personally intervene, stating that “an individual customer should not be so powerless.”
Legal Case Can Be Filed
| Applicable Law/Forum | Nature of Violation |
|---|---|
| Consumer Protection Act, 2019 | Deficiency in service and mental harassment due to false cancellation and denial of boarding. |
| Civil Suit for Damages | Compensation for additional flight cost and mental trauma. |
| DGCA (Directorate General of Civil Aviation) | Airlines are bound to provide alternative arrangements or refunds for cancelled flights. |
| E-Commerce Rules, 2020 (IT Act) | MakeMyTrip, as an aggregator, can be held liable for non-transparent communication and customer deception. |
| Competition Commission of India (CCI) | If collusive or unfair trade practices are proven between airline and aggregator. |
How Choice4Voice.com Can Help
At Choice4Voice.com, we support consumers like Vishal Soni by:
- Publishing verified complaints to amplify visibility and pressurize companies for resolution.
- Helping victims draft complaints for DGCA, Consumer Forum, and E-Commerce Ombudsman.
- Providing legal templates and guiding through refund claim filing.
- Tracking cases and ensuring public accountability for major corporations.
If you have experienced similar negligence from Indigo, MakeMyTrip, or any travel brand, submit your story on Choice4Voice.com to get your voice amplified.
Step-by-Step Guide: How to File a Complaint Against Indigo or MakeMyTrip
1. Contact Customer Support
- Indigo: customer.relations@goindigo.in
- MakeMyTrip: service@makemytrip.com
Include booking ID, PNR, travel date, and screenshots of all messages.
2. Escalate to DGCA
File an online grievance on https://airsewa.gov.in with all supporting evidence.
3. Send Legal Notice
If unresolved in 30 days, send a Consumer Forum Legal Notice citing violation of Rule 13 of DGCA Passenger Charter (denial of boarding rights).
4. File Case in Consumer Court
Approach your local District Consumer Commission for compensation and refund. Attach boarding pass, payment receipts, and correspondence.
5. File Complaint Under E-Commerce Rules
MakeMyTrip can also be reported for non-response under the Consumer Protection (E-Commerce) Rules, 2020 via https://consumerhelpline.gov.in.
Pre-Drafted Complaint Template (Consumer Forum)
To,
The President,
District Consumer Disputes Redressal Commission,
[City Name]
Subject: Complaint Against Indigo Airlines and MakeMyTrip for Deficiency in Service
Respected Sir/Madam,
I, [Your Name], booked a round-trip flight for my daughter via MakeMyTrip with Indigo Airlines (PNR [XXXXX]). Despite confirmed boarding passes, the flight was cancelled without my consent, causing financial loss and mental harassment.
Both companies have been blaming each other without refunding the fare. I seek a full refund of ₹18,000 along with compensation for harassment and litigation costs.
Sincerely,
[Your Name]
[Address]
[Email ID]
[Date]
About the Companies
Indigo Airlines: India’s largest low-cost airline, known for punctuality but often criticized for poor grievance handling and flight cancellations without notice.
MakeMyTrip: India’s leading travel aggregator founded in 2000, offering online booking for flights and hotels. Despite its size, consumer forums have frequently cited complaints related to refunds and miscommunication.
Author
Vishal Soni is a marketing and demand-generation expert who has built scalable digital campaigns for over 200 companies. His detailed post highlights the urgent need for transparency and accountability between airlines and online travel portals in India’s aviation sector.
Questions About Airline Cancellations and Refund Disputes in India
Q1. Can airlines cancel flights without informing passengers?
No. DGCA mandates prior notification and alternate arrangements.
Q2. What if the airline and travel portal blame each other?
You can file a joint complaint against both under the Consumer Protection Act.
Q3. How long does it take for flight refunds in India?
Usually 7–14 days, but can be escalated if delayed beyond 30 days.
Q4. Who is responsible for refund — airline or MakeMyTrip?
The airline processes the refund, but the portal must ensure delivery to the passenger.
Q5. Can I claim compensation for missed flights?
Yes, if denial of boarding or misinformation caused financial loss.
Q6. What documents are needed to file a DGCA complaint?
Boarding pass, ticket, payment proof, and communication logs.
Q7. What is AirSewa?
An online DGCA platform for passenger grievances — https://airsewa.gov.in.
Q8. Can MakeMyTrip cancel flights without consent?
No, it can only process cancellations initiated by the passenger.
Q9. What if Indigo says MakeMyTrip cancelled the ticket?
Ask for written confirmation from both, then escalate to DGCA.
Q10. Can I get a refund if I buy a new ticket due to denial of boarding?
Yes. DGCA allows full refund or alternate ticket reimbursement.
Q11. What is Rule 13 of the DGCA Passenger Charter?
It covers passenger rights for delays, cancellations, and denial of boarding.
Q12. How can I check my Indigo complaint status?
Through Indigo’s grievance portal or via the AirSewa dashboard.
Q13. Is MakeMyTrip legally liable for miscommunication?
Yes, under the E-Commerce Consumer Rules of 2020.
Q14. Can I sue Indigo for emotional distress?
Yes, through the Consumer Court citing “mental harassment.”
Q15. How much compensation can I claim?
Depends on financial loss and inconvenience; usually ₹10,000–₹50,000 or more.
Q16. Does DGCA take passenger complaints seriously?
Yes, DGCA can issue notices and penalties to airlines for repeated violations.
Q17. Can I get legal assistance online?
Yes, via Choice4Voice.com’s consumer legal aid support.
Q18. How do I prevent such travel scams?
Always verify ticket confirmation directly on the airline’s website.
Q19. How can I share my story publicly?
Post on LinkedIn or submit to Choice4Voice.com to gain visibility.
Q20. Why is Choice4Voice.com publishing such cases?
To make large corporations accountable and empower Indian consumers with legal awareness and voice.
