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Submit your complaint →JPMorgan AVP Nitin N. accuses MakeMyTrip of withholding refund for over 1.5 months despite 10+ follow-ups and no supervisor assistance. Read full verified complaint on Choice4Voice.com
Complaint Summary : MakeMyTrip Refund Delay Complaint by Nitin N. (PNR: CBZ55U) – Inefficient Customer Support Exposed | Choice4Voice.com
| Field | Details |
|---|---|
| Complainant Name | Nitin N. |
| Complaint Type | Refund Delay / Poor Customer Support |
| Company/Brand | MakeMyTrip |
| Product/Service | Travel Booking / Airline Refund |
| PNR Number | CBZ55U |
| Incident Duration | Refund pending for over 1.5 months |
| Number of Follow-Ups | 10+ customer support calls and tickets |
| Company’s Response | No resolution provided |
| Platform Used for Complaint | LinkedIn & Choice4Voice.com |
Complaint Overview
Nitin N., currently AVP – Data Analytics at JPMorgan Chase & Co. and a former Citi professional, recently took to LinkedIn to highlight his frustrating refund experience with MakeMyTrip.
He shared that his refund, linked to PNR CBZ55U, has been pending for more than 1.5 months despite over 10 follow-ups with the company’s customer support team.
Each time Mr. Nitin reached out, he claims he was forced to repeat the entire issue from the start because no agent had visibility of prior tickets, revealing a broken internal communication system within MakeMyTrip’s support operations.
When he requested to speak with a supervisor, he was told that no supervisors are available a response that he described as “unbelievable” and “pathetic” for a company positioning itself as India’s No.1 travel platform.
Key Issues Highlighted
- Refund pending for over 1.5 months despite repeated escalation.
- 10+ support tickets raised with no meaningful progress.
- Lack of supervisor access or escalation mechanism.
- Poor coordination among MakeMyTrip support agents.
- No proactive communication or refund status update.
- Customer forced to restart the conversation every time.
Customer’s Statement
“When I requested to speak with a supervisor, I was told there’s no supervisor available in the company — unbelievable for a company claiming to be India’s No. 1 travel app.
Honestly, this level of inefficiency and lack of accountability is unacceptable.”
— Nitin N., AVP, JPMorgan Chase & Co.
Mr. Nitin also mentioned that he had attached four separate complaint tickets as proof of his multiple follow-ups yet, MakeMyTrip’s team has not taken ownership of the issue.
Analysis: A Pattern of Recurring Refund Issues
This complaint is not isolated. Over the past year, several consumers have reported long refund delays and poor customer service involving MakeMyTrip’s flight and hotel bookings.
Common complaints include:
- Refunds pending beyond 45–60 days
- No escalation path to senior management
- Automated responses without resolution
- Lack of ticket visibility across support channels
Such repeated incidents point toward a systemic issue in MakeMyTrip’s refund and escalation workflow, requiring immediate management-level intervention.
Consumer Impact
Refund delays directly impact customers financially and emotionally. Many rely on quick refunds for rebooking travel or managing personal budgets. When platforms fail to process refunds on time, it erodes consumer trust and violates RBI e-commerce refund guidelines, which require prompt settlement within a stipulated period.
Legal Remedies Available
1. Consumer Protection Act, 2019
Under Section 2(11), MakeMyTrip’s failure to refund or provide satisfactory service qualifies as “Deficiency in Service.” A case can be filed in the District Consumer Forum for refund and compensation.
2. RBI and NPCI Guidelines
All payment gateways and online platforms are required to process refunds within 5–7 business days post cancellation or approval. Failure can lead to financial penalties.
3. Cybercrime and E-commerce Escalation
If refund data or transaction records are mishandled, customers can also raise a grievance under the Information Technology Act, 2000.
How Choice4Voice.com Can Help
At Choice4Voice.com, we assist consumers like Nitin N. in getting their genuine complaints noticed and resolved faster.
We:
- Publish verified consumer grievances to increase accountability.
- Guide customers on filing complaints with the Consumer Forum and RBI Ombudsman.
- Provide pre-drafted email and legal templates for effective follow-ups.
- Collaborate with legal experts to ensure your complaint gets the attention it deserves.
Our platform stands for transparency, fairness, and consumer empowerment.
Step-by-Step Action Plan for MakeMyTrip Customers
- Write to MakeMyTrip Support:
📧 service@makemytrip.com - Escalate to Nodal Officer:
📧 nodalofficer@makemytrip.com - If unresolved for over 30 days:
File a complaint at https://consumerhelpline.gov.in or District Consumer Forum. - Attach documents:
- Booking confirmation
- PNR
- Payment receipt
- Email correspondence
Pre-Drafted Email Template to MakeMyTrip
Subject: Urgent Refund Escalation – PNR CBZ55U Pending for 1.5 Months
Dear Nodal Officer,
This is to formally escalate my pending refund linked to PNR CBZ55U. Despite multiple follow-ups (10+ calls/tickets) over 1.5 months, no refund has been processed.
Please provide a written update on the refund status within 48 hours, failing which I will be forced to escalate the matter to the Consumer Forum under the Consumer Protection Act, 2019.
Booking Details:
PNR: CBZ55U
Amount: [insert amount]
Date of Booking: [insert date]
Follow-up Tickets: [attach screenshots]
Regards,
Nitin N.
Applicable Legal Framework
| Authority / Law | Relevance |
|---|---|
| Consumer Protection Act, 2019 | Deficiency in service & refund delays |
| RBI/NPCI Refund Rules | Mandate timely refund to source account |
| IT Act, 2000 | Covers digital transaction negligence |
| E-commerce Rules, 2020 | Obligates prompt resolution & consumer redressal |
Q&A Section
Q1. Who is the complainant?
A1. Nitin N., AVP at JPMorgan Chase & Co.
Q2. Which company is involved?
A2. MakeMyTrip.
Q3. What is the main issue?
A3. Refund pending for over 1.5 months despite 10+ follow-ups.
Q4. What is the PNR number?
A4. CBZ55U.
Q5. How long has the refund been delayed?
A5. Over 1.5 months.
Q6. How many times did he contact support?
A6. Over 10 times via calls and tickets.
Q7. Was escalation to a supervisor allowed?
A7. No, customer was told no supervisor was available.
Q8. What did the complainant call the support experience?
A8. “Pathetic and inefficient.”
Q9. What laws protect consumers in such cases?
A9. Consumer Protection Act, 2019 and E-commerce Rules, 2020.
Q10. How can consumers escalate a MakeMyTrip complaint?
A10. By writing to nodalofficer@makemytrip.com or filing with consumerhelpline.gov.in.
Q11. What platform published this complaint?
A11. Choice4Voice.com.
Q12. How can others report similar issues?
A12. Submit their case on Choice4Voice.com for review and publication.
Q13. What authority oversees refund delays in India?
A13. RBI and Consumer Protection Council.
Q14. Can delayed refunds attract penalties?
A14. Yes, if found to violate RBI refund timelines.
Q15. What can the customer do next?
A15. File a complaint in the Consumer Forum for refund and compensation.
Q16. How many proof tickets were attached?
A16. Four separate support tickets.
Q17. Is MakeMyTrip required to issue refunds within a timeframe?
A17. Yes, within 5–7 working days after confirmation.
Q18. What can MakeMyTrip learn from this case?
A18. Improve escalation handling and supervisor access.
Q19. Does Choice4Voice.com verify complaints?
A19. Yes, only genuine, documented cases are published.
Q20. What is the expected resolution?
A20. Full refund and official apology for poor customer service.
