Marketing specialist Preena Kalra raises a serious complaint against IndiGo and MakeMyTrip, alleging her flight was cancelled without consent, refund deductions were unfair, and customer service showed no empathy.
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Complaint Summary : IndiGo & MakeMyTrip Complaint – Preena Kalra Alleges Flight Cancellation Without Consent and Unfair Refund Deductions
| Complainant | Preena Kalra |
|---|---|
| Complaint Type | Flight cancellation without consent, unfair refund deductions |
| Company Names | IndiGo (InterGlobe Aviation Ltd), MakeMyTrip |
| Issue Reported | Flight cancelled due to IndiGo representative’s mistake; MakeMyTrip deducted hefty fees from refund |
| Key Concerns | Lack of accountability, poor customer support, unfair financial loss |
| Action Requested | Full refund without deductions, accountability from both IndiGo and MakeMyTrip, improved customer grievance handling |
Full Complaint Details
Preena Kalra, a marketing and brand specialist, has publicly expressed her frustration and disappointment with IndiGo Airlines and MakeMyTrip (MMT) after her flight was cancelled without her consent due to an IndiGo representative’s error.
Instead of receiving proper assistance, she found herself stuck between the airline and the travel agency, with each blaming the other and refusing responsibility.
To make matters worse, although IndiGo claimed to have transferred the refund amount to MMT, MakeMyTrip deducted hefty charges under different “fees”, leaving her with only a fraction of the original ticket cost.
The emotional stress of the incident was further compounded as Preena was traveling with her elderly grandmother, making it a highly sensitive situation. Instead of receiving empathy and timely support, she was met with delays, excuses, and indifference.
She highlights:
“As a customer, I did nothing wrong. Yet, I’m the one paying the price financially, mentally, and emotionally.”
This case reflects broader concerns about how airlines and travel portals manage refunds, cancellations, and customer grievances in India.
Why This Case Matters
- Consumer Exploitation – Customers are penalized financially for mistakes not their own.
- Unfair Deductions – Refunds routed through third parties often lead to unexplained charges.
- Accountability Gap – Airlines and portals pass blame instead of resolving issues.
- Emotional Stress – Sensitive cases (traveling with elderly or children) need better handling.
Legal and Consumer Remedies
- Consumer Protection Act, 2019 – Covers unfair trade practices and deficiency in service.
- DGCA (Directorate General of Civil Aviation) – IndiGo is obligated to follow passenger rights and refund guidelines.
- NCH (National Consumer Helpline) – Affected passengers can lodge complaints online at consumerhelpline.gov.in.
- Consumer Forum / Ombudsman – Escalate for full refund and compensation for mental agony.
About IndiGo & MakeMyTrip
- IndiGo Airlines – India’s largest airline, operated by InterGlobe Aviation Ltd, often criticized for strict refund rules.
- MakeMyTrip (MMT) – One of India’s largest travel booking portals, frequently reported for refund deductions and delayed grievance redressal.
Both brands have been widely used by Indian travelers, but cases like Preena’s highlight serious gaps in accountability and customer-first service.
How Choice4Voice.com Helps
At Choice4Voice.com, we stand with passengers like Preena Kalra to ensure consumer complaints are given visibility.
✔ Publish verified complaints within 24 hours
✔ Highlight corporate accountability gaps
✔ Provide guidance for legal and regulatory escalation
👉 Submit your complaint here: https://choice4voice.com/submit-your-complaint/
Original LinkedIn Post
Read Preena Kalra’s LinkedIn Post Here
Frequently Asked Questions (FAQs)
Q1. Who raised this complaint?
Preena Kalra, a marketing and brand specialist.
Q2. What happened with her IndiGo flight?
Her flight was cancelled without consent due to an IndiGo representative’s mistake.
Q3. Why is MakeMyTrip involved?
The booking was made via MakeMyTrip, which received the refund but deducted hefty charges.
Q4. What is the complainant demanding?
A full refund without deductions and accountability from both IndiGo and MMT.
Q5. Was she traveling alone?
No, she was traveling with her elderly grandmother, making it even more stressful.
Q6. What kind of deductions were made?
MakeMyTrip applied multiple unexplained “fees” and released only a reduced refund.
Q7. Why is this case important for other consumers?
It highlights how third-party bookings complicate refunds and create accountability gaps.
Q8. Can an airline cancel a ticket without customer consent?
No, unless explicitly requested or due to unavoidable operational reasons.
Q9. What are DGCA rules on refunds?
DGCA mandates full refunds without deductions if cancellations are due to airline fault.
Q10. Can MakeMyTrip deduct charges if the airline is at fault?
No, deductions in such cases are unfair trade practices.
Q11. How long should refunds normally take?
DGCA requires airlines and portals to process refunds within 7 working days.
Q12. What rights do passengers have under the Consumer Protection Act?
The right to fair compensation, transparency, and protection from exploitation.
Q13. What steps can be taken legally?
File complaints with NCH, DGCA, or consumer forum.
Q14. Can mental stress be compensated?
Yes, consumer forums often award compensation for harassment and mental agony.
Q15. Are such cases common?
Yes, many Indian travelers report refund delays and deductions when booking through OTAs.
Q16. Who regulates airlines in India?
The Directorate General of Civil Aviation (DGCA).
Q17. Who regulates MakeMyTrip?
It falls under the ambit of the Consumer Protection Act, 2019, as an e-commerce platform.
Q18. How can consumers avoid such issues?
Whenever possible, book directly with the airline for fewer refund complications.
Q19. Can Choice4Voice.com help escalate such issues?
Yes, by providing visibility and guiding consumers towards legal escalation channels.
Q20. What outcome is expected in this case?
A full refund, removal of unfair deductions, and accountability from IndiGo and MakeMyTrip.
