Nishit Jain, a Product Manager and ISB alumnus, exposed questionable pricing practices by MakeMyTrip where convenience fees fluctuated unfairly during flight booking. This detailed report highlights the complaint, explores the company’s background, provides expert Q&A insights, and explains how consumers can raise complaints via Choice4Voice.com
Complaint Summary Table : MakeMyTrip Dark Pricing Allegation by Nishit Jain – Customer Complaint Analysis
| Field | Details |
|---|---|
| Complainant | Nishit Jain – Product Manager, ISB & IIT (BHU) alumnus |
| Company Involved | MakeMyTrip (MMT) |
| Nature of Complaint | Unfair and inconsistent pricing (“dark patterns”) in convenience fee during flight booking |
| Amount Involved | Difference in convenience fee (₹750 vs ₹1849 vs ₹2199) |
| Date of Incident | August 2025 |
| Platform Involved | MakeMyTrip Mobile App & Website |
| Action Taken | Complaint raised publicly on LinkedIn |
| Complainant’s Expectation | Transparency in pricing, ethical practices, and customer protection |
| LinkedIn Post URL | Original Post (as shared by Nishit Jain) |
Detailed Complaint Write-Up
Nishit Jain, a highly qualified Product Manager with academic credentials from ISB and IIT (BHU), recently highlighted a troubling case of alleged “dark pricing patterns” by MakeMyTrip (MMT), one of India’s largest online travel platforms.
In his LinkedIn post, Nishit described his attempt to book a flight ticket via the MakeMyTrip mobile app. Initially, the app showed a convenience fee of ₹1849, which seemed high but acceptable. When he applied a promotional discount code (MMTICICIINT) using his ICICI Bank credit card, he noticed the convenience fee increased to ₹2199, offsetting part of the discount benefit.
Curious, Nishit attempted the same booking using incognito mode without logging into the app. Surprisingly, the same coupon worked but the convenience fee dropped to ₹750, a significant reduction compared to the earlier amounts.
Effectively, Nishit discovered that the same service was priced differently depending on user behavior (logged in vs incognito, different devices, etc.), which he criticized as an unethical “dark pattern” designed to mislead consumers.
He emphasized that while companies may chase Average Order Value (AOV) through such tactics, it comes at the cost of Long-Term Customer Value (LTV) and trust.
About the Author – Nishit Jain
- Profession: Product Manager
- Education: Indian School of Business (ISB), IIT (BHU)
- Expertise: Product management, customer experience, digital product strategy
- LinkedIn Presence: Regularly shares insights on product practices, user experience, and corporate ethics.
As a product professional himself, Nishit highlighted this issue not just as a customer, but also from the perspective of industry best practices, urging companies like MakeMyTrip to stop exploiting customers through manipulative strategies.
About the Company – MakeMyTrip
MakeMyTrip (MMT) is India’s leading online travel company, founded in 2000. It offers flight tickets, hotels, holiday packages, bus tickets, and other travel-related services.
- Headquarters: Gurugram, Haryana
- Founder: Deep Kalra
- Stock Listing: NASDAQ (MMYT)
- Reputation: Trusted by millions of Indian and international travelers
However, recent years have seen multiple complaints about opaque pricing, high convenience fees, and hidden charges, raising concerns about whether the company prioritizes profits over consumer trust.
Key Issues Raised
- Unethical Pricing Practices – Different prices shown for the same booking depending on login status and device.
- Hidden Charges – Artificial inflation of convenience fees when discount codes are applied.
- Lack of Transparency – Customers are not clearly informed why the same service has multiple prices.
- Consumer Protection Gaps – Customers may unknowingly overpay if they don’t cross-check booking flows.
Commonly Asked Questions & Expert Answers
1. What are “dark patterns” in apps?
Dark patterns are deceptive design strategies used in apps/websites to manipulate users into actions they might not otherwise take such as paying more, subscribing unknowingly, or sharing unnecessary data.
2. Is MakeMyTrip legally allowed to change convenience fees arbitrarily?
While companies can levy service fees, RBI and consumer protection rules require transparency. If fees vary without clear explanation, it can be deemed unfair trade practice.
3. What should a customer do if they suspect unfair charges?
- Take screenshots of different prices.
- Raise a ticket with customer support.
- File a complaint with the Consumer Forum or on portals like Choice4Voice.com.
4. Why does convenience fee differ between logged-in and incognito users?
This can be due to algorithmic personalization charging based on user history or device. However, without disclosure, it appears deceptive.
5. How can users avoid falling for such tricks?
- Always compare prices in incognito mode.
- Use multiple platforms before booking.
- Read the final cost breakdown carefully.
6. What role does the Consumer Protection Act, 2019 play?
The Act protects consumers from unfair trade practices and allows them to demand refunds, compensation, or corrective measures.
7. Can such complaints impact MakeMyTrip’s reputation?
Yes. Negative LinkedIn and social media posts by professionals like Nishit Jain can amplify concerns, forcing companies to act.
8. What are other examples of dark patterns in travel apps?
- Showing fake urgency (“Only 2 seats left”).
- Inflating prices just before checkout.
- Auto-adding services like insurance without consent.
9. Why are convenience fees controversial?
Convenience fees are often disproportionately high compared to the actual service cost, making customers feel exploited.
10. How can companies balance revenue with ethics?
By focusing on long-term trust, transparent communication, and value-driven pricing, rather than short-term manipulative gains.
11. Can Nishit Jain’s case set a precedent?
Yes. If more professionals highlight such practices, regulators may impose stricter rules.
12. What should ICICI Bank do in this case?
Since their card promotions were involved, they should ensure partner companies don’t misuse offers by inflating hidden fees.
13. Do different devices (Android vs iOS) really affect pricing?
Yes. Some companies run A/B tests to check how much users on certain devices are willing to pay, which raises ethical concerns.
14. Can RBI intervene in such cases?
RBI doesn’t directly regulate app pricing, but it can act if payment systems are misused in consumer-unfriendly ways.
15. Should customers always complain publicly on LinkedIn?
Yes, when private complaints fail. Public posts create pressure on companies to respond quickly.
16. How can one escalate a complaint against MakeMyTrip?
- Contact MMT support.
- Email their grievance officer.
- File complaint with National Consumer Helpline (NCH).
- Use Choice4Voice.com for public visibility.
17. What financial risk do consumers face with such practices?
Consumers may unknowingly lose hundreds or thousands of rupees across multiple bookings.
18. How can digital literacy help?
By understanding pricing tactics, consumers can spot red flags and make smarter purchase decisions.
19. Can MakeMyTrip be penalized for such practices?
If proven deceptive, they could face consumer court penalties, refunds, and brand damage.
20. What’s the long-term impact of such practices on the travel industry?
If unchecked, they erode trust in online travel agencies, pushing customers to alternative platforms.
Choice4Voice.com – Your Platform for Consumer Complaints
At Choice4Voice.com, we believe no consumer should feel cheated or ignored. Our platform is built to give visibility to genuine grievances that companies often overlook.
How We Help:
- Publish verified consumer complaints online.
- Share cases on LinkedIn and social media for wider attention.
- Put public pressure on companies to resolve issues.
Why Use Choice4Voice.com?
- Independent consumer advocacy platform.
- 100% non-profit initiative.
- Helps ordinary consumers get a voice against big corporations.
👉 If you have faced similar issues with MakeMyTrip or any other company, submit your complaint today:
Submit Your Complaint – Choice4Voice.com
