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Submit your complaint →Sunal Thakur reports MakeMyTrip failing to process refund for Indigo flight cancelled due to weather. Complaint highlights poor customer support and AI system issues. Published on Choice4Voice.com
Complaint Summary : MakeMyTrip Complaint by Sunal Thakur | Refund Not Received for Cancelled Indigo Flight
| Complainant Name | Sunal Thakur |
|---|---|
| Email (masked) | su*****@yahoo.co.in |
| WhatsApp (masked) | 79*****18 |
| Company/Brand | MakeMyTrip.com |
| Product/Service | Indigo Flight Booking (Delhi to Kolkata) |
| Order/Booking Number | NF2AGDJZ91244083254 |
| Complaint Type | Refund Not Issued |
| Date of Incident | 23 September 2025 |
| Company’s Response | Attempted contact but unable to connect due to AI system |
| Customer Allegation | Flight cancelled twice; refund not credited despite airline confirming payment to MakeMyTrip |
Full Complaint Write-Up
Sunal Thakur booked a flight from Delhi to Kolkata on 23 September 2025 through MakeMyTrip.com. Unfortunately, the flight was cancelled twice due to an unexpected thunderstorm and cloudburst in Kolkata on the night of 22 September.
Following the cancellation, Sunal found that the booking details were removed from the Indigo Airlines app, leaving the customer to book a new flight for the next day. Upon contacting Indigo Airlines, they confirmed that the refund had already been processed and credited to MakeMyTrip, and advised Sunal to contact the platform to receive the refund.
Despite multiple attempts to escalate the issue with MakeMyTrip’s customer support over the past week, no resolution has been provided. The complainant specifically highlights the difficulty in connecting with customer care due to MakeMyTrip’s AI-driven system, which has prevented any meaningful interaction or refund processing.
Sunal emphasizes that this situation has caused unnecessary financial stress and inconvenience, as the refund remains blocked while the customer had to pay for a fresh booking to continue travel.
This case underscores the critical need for efficient human support, timely refund processing, and functional customer care systems in online travel platforms.
How Choice4Voice.com Can Help
Choice4Voice.com enables customers like Sunal Thakur to:
- Publicly raise awareness of service failures for faster accountability.
- Ensure that verified complaints reach the right department in the company.
- Escalate unresolved issues to consumer forums or legal authorities if necessary.
The platform ensures that brands are prompted to act on genuine grievances, particularly in cases where automated systems fail to assist customers effectively.
Legal and Consumer Options
- Consumer Protection Act, 2019: Filing a complaint for deficiency of service regarding delayed or withheld refunds.
- Grievance Redressal with MakeMyTrip: Send a formal email escalation to senior customer care or grievance officer.
- National Consumer Helpline (NCH): Register the unresolved refund issue with supporting documentation.
- District Consumer Forum / e-Daakhil Portal: Seek compensation for financial inconvenience caused due to refund delay.
Step-by-Step Guide to Resolve the Issue
- Collect all booking confirmations, emails, and messages from Indigo and MakeMyTrip.
- Document the refund confirmation provided by Indigo Airlines as proof of credit to MakeMyTrip.
- Send a formal email to MakeMyTrip grievance officer, including Booking ID NF2AGDJZ91244083254.
- If no response within 7 days, register a complaint on NCH portal and escalate to the District Consumer Forum if required.
Pre-Drafted Escalation Email
Subject: Urgent: Refund Not Received for Cancelled Flight Booking NF2AGDJZ91244083254
Dear MakeMyTrip Team,
I am writing to formally escalate my complaint regarding my cancelled Indigo flight from Delhi to Kolkata on 23 September 2025 (Booking ID: NF2AGDJZ91244083254). The flight was cancelled due to weather conditions, and Indigo Airlines has confirmed that the refund has been credited to MakeMyTrip.
Despite multiple attempts to contact your customer care, I have not received the refund. I request immediate processing of the refund to my account and a written confirmation of the same. Please treat this matter as urgent to avoid further inconvenience.
Sincerely,
Sunal Thakur
Company Overview
- Founded: 2000
- Headquarters: Gurugram, Haryana, India
- Service: Online travel bookings including flights, hotels, and holiday packages
- Customer Service Concerns: Complaints often involve delayed refunds, AI system failures, and difficulty in human support escalation
Q&A
Q1. How do I get a refund from MakeMyTrip if a flight is cancelled?
Contact customer care and escalate with booking ID and airline confirmation of refund transfer.
Q2. What if MakeMyTrip’s AI system prevents me from connecting to support?
Send formal grievance emails to senior officers or use consumer forums for escalation.
Q3. How long should MakeMyTrip take to process a refund?
Typically 7–10 business days after receiving the refund from the airline.
Q4. Can I claim compensation for delayed refund?
Yes, under the Consumer Protection Act for deficiency in service.
Q5. Who is responsible for refund delays, the airline or MakeMyTrip?
Once the airline confirms transfer, MakeMyTrip is responsible for processing to your account.
Q6. What evidence is needed to escalate a refund issue?
Booking confirmation, airline refund proof, screenshots, emails, and chat logs.
Q7. Can I raise multiple complaints for the same booking?
Yes, document all attempts to show repeated service failure.
Q8. How can Choice4Voice.com assist?
By publishing verified complaints and prompting companies to act faster.
Q9. Can I escalate unresolved refunds to NCH?
Yes, the National Consumer Helpline handles delayed or blocked refunds.
Q10. Is there a time limit for claiming a cancelled flight refund?
Ideally, claim as soon as the flight is cancelled to prevent complications.
Q11. What should I do if MakeMyTrip keeps giving automated responses?
Escalate to grievance officer or legal channels.
Q12. Can I approach District Consumer Forum for delayed refund?
Yes, include evidence of service deficiency and communication logs.
Q13. Are refunds affected by weather cancellations the airline’s responsibility?
Airlines process refunds to the booking platform; the platform must credit the customer.
Q14. How do I track the refund after contacting MakeMyTrip?
Request a written confirmation or transaction reference number from MakeMyTrip.
Q15. Can I request a direct bank refund instead of credit vouchers?
Yes, consumers have the right to request refund to original payment method.
Q16. What documentation should be attached for escalation?
Flight booking details, cancellation proof, refund acknowledgment from airline, and communication logs.
Q17. Can delayed refunds affect my travel plans?
Yes, timely refunds are critical to avoid additional expenses for new bookings.
Q18. How to ensure future bookings are protected?
Check cancellation and refund policies, and retain all transaction proofs.
Q19. What legal recourse is available for blocked refunds?
Consumer courts or NCH portal for compensation and immediate refund.
Q20. Does publishing on Choice4Voice.com help in getting refunds?
Yes, public visibility often accelerates corporate response.
Complainant: Sunal Thakur
Platform: Choice4Voice.com – Amplifying Consumer Voice for Genuine Consumers
