Uttkarsh Trivedi, MD/CEO of P.R. Cold Storage, files a complaint against MakeMyTrip after being denied safe accommodation. Booking ID NH73003423679304, refund of ₹25,980 demanded.
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Complaint Summary : MakeMyTrip Complaint – Uttkarsh Trivedi Demands ₹25,980 Refund Over Unsafe Stay & Negligence
| Field | Details |
|---|---|
| Complainant Name | Uttkarsh Trivedi |
| Designation | MD/CEO – P.R. Cold Storage |
| Company Complained Against | MakeMyTrip |
| Booking ID | NH73003423679304 |
| Booking Dates | 15th – 17th August 2025 |
| Amount Paid | ₹25,980 |
| Location of Incident | Booked property (name undisclosed) |
| Issue Reported | Unsafe property, unresponsive staff, lack of support |
| Impact on Customer | Trip ruined, stranded late at night, emotional distress, financial loss |
| Resolution Requested | Full refund of ₹25,980 and accountability from MakeMyTrip |
| Company Contacted | Emails and calls placed, no effective response |
| Evidence Provided | Video proof shared by complainant |
Full Complaint Report
Uttkarsh Trivedi, MD and CEO of P.R. Cold Storage, has raised a serious complaint against MakeMyTrip regarding unsafe accommodation and complete negligence in handling the situation.
Incident Details
- Booking ID: NH73003423679304
- Dates of Stay: 15th – 17th August 2025
- Amount Paid: ₹25,980
Upon arrival at the property around 4:30 PM, the complainant and his group (two women and one man) were shocked by what they experienced:
- An unidentified man present on the property who did not speak Hindi or English and was uncooperative.
- When safety concerns were raised, the property owner dismissively responded: “What can I do if you are not feeling safe?”
- Due to the unsafe conditions, they decided not to check in at all.
Challenges Faced by the Travelers
- Struggled for hours to find alternate accommodation and food.
- Could not locate availability due to the Independence Day long weekend rush.
- The forest border closed at 7 PM, leaving them stranded late into the night.
Consequences of MakeMyTrip’s Failure
- Trip completely ruined.
- Safety of the group compromised, especially for the two women travelers.
- Emotional distress and financial burden.
- No genuine resolution offered by MakeMyTrip despite repeated calls, emails, and video evidence shared.
Instead of action, the complainant was repeatedly told to “wait 24 hours.”
Resolution Demanded
Uttkarsh Trivedi is requesting:
- Full refund of ₹25,980.
- Accountability from MakeMyTrip for endangering customer safety.
- Assurance that such negligence will not occur in future bookings.
Why This Complaint is Significant
This case highlights:
- Safety lapses in hotel vetting by MakeMyTrip.
- Failure of customer support to provide urgent resolution in emergencies.
- Financial and emotional stress caused to customers despite paying a premium amount.
As a leading travel aggregator, MakeMyTrip is expected to ensure verified listings, secure environments, and prompt redressal of grievances. Failure to do so erodes consumer trust.
Original LinkedIn Post
The complaint was originally published by Uttkarsh Trivedi on LinkedIn: View Post
FAQs on MakeMyTrip Complaints, Safety, and Refunds
1. Can I get a refund from MakeMyTrip if I do not check in due to safety reasons?
Yes. If a property is unsafe, you can claim a full refund by raising a complaint with MakeMyTrip.
2. How long does MakeMyTrip take to process refunds?
Refund timelines vary, but in most cases it should be processed within 7–14 business days.
3. What if MakeMyTrip refuses to issue a refund?
You can escalate the matter to the Consumer Forum or file a case under the Consumer Protection Act, 2019.
4. Is MakeMyTrip responsible for unsafe hotels listed on its platform?
Yes. As a booking aggregator, it is responsible for verifying partner properties to ensure customer safety.
5. Can I approach RBI or IRDA for MakeMyTrip issues?
No. RBI regulates financial institutions, not travel portals. For MakeMyTrip, the correct route is Consumer Court or Legal Notice.
6. How can I escalate a MakeMyTrip complaint?
- Raise a ticket via the MakeMyTrip app.
- Email customer support.
- Tag MakeMyTrip on social media platforms.
- File a case with the District Consumer Disputes Redressal Commission (DCDRC).
7. Does MakeMyTrip offer customer support for emergencies?
Yes, but many customers report delayed responses, which is a recurring issue.
8. Can I claim compensation for mental harassment in travel disputes?
Yes. Consumers can demand compensation for emotional distress, mental agony, and financial losses.
9. Are video and photo proofs valid in consumer court?
Yes. Video evidence, chat records, and emails strengthen your case in consumer disputes.
10. How to ensure hotel safety before booking on MakeMyTrip?
- Read verified reviews.
- Check location on Google Maps.
- Confirm property details by calling directly before arrival.
11. What laws protect travelers in India?
The Consumer Protection Act, 2019, ensures rights related to safety, refunds, and fair treatment.
12. Can a hotel deny responsibility for safety concerns?
No. Hotels are obligated to ensure basic safety and security for all guests.
13. What is the role of MakeMyTrip in resolving disputes?
MakeMyTrip must act as a responsible intermediary and provide timely resolutions, including refunds.
14. Can I file a police complaint in case of unsafe hotel conditions?
Yes. If the situation involves safety risks or threats, filing a police complaint is advisable.
15. What happens if a booking platform repeatedly fails in customer service?
They may face legal actions, consumer penalties, and loss of customer trust.
16. How to track a refund request with MakeMyTrip?
Use the booking ID in the MakeMyTrip app or website to check refund status.
17. Is ₹25,980 refundable under MakeMyTrip’s policies?
Yes, especially if the customer did not check in due to safety concerns.
18. Does MakeMyTrip have an escalation email ID?
Yes. Customers can write to service@makemytrip.com for escalations.
19. Can I post my MakeMyTrip complaint online for awareness?
Yes. Sharing on platforms like Choice4Voice.com and LinkedIn can pressure companies to resolve faster.
20. How can I prevent such incidents in the future?
- Book only highly rated properties.
- Confirm safety features directly.
- Prefer trusted hotel chains.
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