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Submit your complaint →Product Visionary and Agile Leader, Ancilla Cyril Dsouza, raised a serious complaint against MakeMyTrip after a ₹117,770 flight booking payment was deducted but not refunded. Despite multiple attempts and app errors, there has been no resolution. Choice4Voice.com reviews the case, refund process, and available legal remedies for affected travelers.
MakeMyTrip Refund Issue – ₹1.17 Lakh Not Refunded After Failed Flight Booking | Ancilla Cyril Dsouza Complaint
Complaint Summary – MakeMyTrip Refund Failure Case
| Field | Details |
|---|---|
| Complainant Name | Ancilla Cyril Dsouza |
| Profession | Product Visionary & Agile Leader |
| Platform | |
| Company Involved | MakeMyTrip |
| Booking ID | NN7AHP3P22669594236 |
| Date of Transaction | 3rd November 2025 |
| Amount Involved | ₹117,770 |
| Nature of Complaint | Failed Booking – Refund Not Processed |
| Payment Mode | HDFC Bank |
| Complaint Status | Pending refund |
| Keywords | MakeMyTrip Refund Issue, Payment Not Refunded, Customer Service Delay, Travel App Glitch, Digital Payment Failure |
What Happened in the MakeMyTrip Refund Issue
On 3rd November 2025, Ancilla Cyril Dsouza, a Product Visionary and Agile Leader, attempted to book a flight through the MakeMyTrip app. The payment of ₹117,770 was successfully processed through HDFC Bank, but the booking failed to confirm.
The app displayed “Payment Status Awaited” and assured that a refund would be issued within 2–3 business days if the amount was deducted. However, even after days passed, no refund was received.
When Ancilla attempted to raise a refund ticket, the app continuously displayed “Something went wrong, please try again!”, preventing her from logging the issue formally.
Repeated attempts to contact MakeMyTrip’s customer support went unanswered or were met with generic responses. There was no clear timeline for refund, no escalation path, and no proactive communication from the company.
This left the complainant stranded without both a ticket and her payment a situation faced by many Indian travelers due to payment-processing glitches on travel booking platforms.
MakeMyTrip’s Refund Process and Systemic Failures
How Refunds Should Work
As per MakeMyTrip’s official refund policy, if a booking fails but payment is deducted, the amount should be automatically refunded within 3–7 business days, depending on the bank.
What Went Wrong in This Case
- The booking was never confirmed, but the payment was deducted.
- The refund system failed to auto-initiate the reversal.
- The refund ticket system malfunctioned, showing “Something went wrong” errors.
- Customer care was unresponsive and provided no escalation support.
This indicates a technical and service-level breakdown in MakeMyTrip’s refund management system — unacceptable for a leading travel platform handling lakhs of transactions daily.
Consumer Rights and Accountability Under Indian Law
Travel portals like MakeMyTrip are governed by several consumer protection and financial transaction regulations. In this case, the following laws apply:
- Consumer Protection Act, 2019 – Non-refund of payment constitutes “deficiency in service.”
- Information Technology Act, 2000 – Technical system failure leading to monetary loss can invite liability.
- RBI Digital Payment Guidelines – Mandate that payment gateways and merchants must refund failed transactions within a defined period.
Customers have full legal right to demand their refund, interest on the delayed amount, and compensation for harassment caused by such negligence.
Legal Case Can Be Filed – Remedies for MakeMyTrip Refund Delay
| Type of Case | Authority / Platform | Purpose |
|---|---|---|
| Consumer Forum Case | District Consumer Commission | File for deficiency in service and compensation for mental harassment. |
| Cyber Crime Complaint | cybercrime.gov.in | Report digital payment failure or platform glitch leading to financial loss. |
| RBI Ombudsman Complaint | cms.rbi.org.in | Escalate unresolved refund cases involving payment gateways or banks. |
| Complaint to MakeMyTrip Nodal Officer | makemytrip.com/legal | Submit direct escalation for refund under company redressal policy. |
| Email to Payment Bank / Credit Card Provider | HDFC Bank Grievance Cell | Request chargeback or reversal under failed transaction guidelines. |
Step-by-Step Guide – How to File a Complaint for Refund Not Received
Step 1: Contact MakeMyTrip Support
Login to your account, visit Help → Refunds, and select Booking Failed but Payment Deducted.
Step 2: Send a Refund Escalation Email
Email MakeMyTrip’s customer care at service@makemytrip.com with your Booking ID, payment proof, and transaction date.
Step 3: Report to Payment Gateway or Bank
If no action is taken within 7 days, file a chargeback request through your bank or credit card provider.
Step 4: Escalate to RBI Ombudsman
Use the RBI CMS portal (cms.rbi.org.in) to file a complaint against delayed refunds in digital transactions.
Step 5: File a Case in Consumer Court
If the issue remains unresolved after 30 days, file a consumer complaint seeking refund plus damages for harassment.
How Choice4Voice.com Can Help Affected Travelers
At Choice4Voice.com, we empower consumers to act against unresponsive companies. Our platform ensures your complaint reaches both the public and the authorities.
Through our support, you can:
- Publish your verified case to raise public pressure on travel companies.
- Use ready-to-file complaint templates for Consumer Forum, RBI Ombudsman, and Cyber Police.
- Receive guidance on legal options and refund escalation processes.
- Get your voice heard on LinkedIn and Google, amplifying your story to promote accountability.
If you’re facing a similar issue with delayed refunds or failed travel bookings, you can submit your case directly on Choice4Voice.com to take your complaint further.
About the Author – Ancilla Cyril Dsouza
Ancilla Cyril Dsouza is a Product Visionary and Agile Leader recognized for driving innovation, growth, and exceptional user experiences. With years of experience in shaping digital transformation, she shared her personal ordeal on LinkedIn to highlight MakeMyTrip’s technical failures and lack of transparency in refund handling, urging the platform to improve its customer service and accountability.
Frequently Asked Questions About MakeMyTrip Refund Issues
Q1. How long does MakeMyTrip take to refund failed booking payments?
Refunds typically take 3–7 business days, depending on the payment method and bank.
Q2. What should I do if my refund is delayed beyond 7 days?
Raise a formal complaint through MakeMyTrip’s Help section and send an email to service@makemytrip.com.
Q3. Can I raise a chargeback through my bank?
Yes. If the booking failed but payment was deducted, contact your bank for a chargeback.
Q4. What if MakeMyTrip’s app shows “Something went wrong” errors?
Use the website version or write directly to customer support with screenshots.
Q5. Can I take legal action against MakeMyTrip?
Yes. You can approach the Consumer Commission for deficiency in service and claim compensation.
Q6. How do I contact MakeMyTrip’s Nodal Officer?
Visit makemytrip.com/legal for escalation contact details.
Q7. Can I file a cybercrime complaint for refund issues?
Yes, if there’s a payment gateway malfunction or unauthorized transaction.
Q8. What documents are needed for filing a complaint?
Booking ID, transaction proof, payment confirmation, and email correspondence.
Q9. What role does the RBI Ombudsman play in such cases?
It addresses unresolved complaints related to digital payments and delayed refunds.
Q10. Can I get interest on delayed refunds?
Yes, as per RBI norms, you can claim interest and compensation for undue delay.
Q11. What are my rights under the Consumer Protection Act?
You have the right to timely refunds, transparency, and fair treatment by service providers.
Q12. Is MakeMyTrip responsible for technical glitches?
Yes. As a service provider, it must ensure system reliability and refund accountability.
Q13. What if MakeMyTrip closes my complaint without refunding?
Escalate to the RBI Ombudsman or Consumer Forum immediately.
Q14. How can Choice4Voice.com assist me in refund disputes?
Choice4Voice.com helps you draft, publish, and escalate complaints to authorities effectively.
Q15. Can I share my MakeMyTrip complaint publicly?
Yes, you can publish your verified case on Choice4Voice.com to gain visibility.
Q16. What is the usual cause of refund failures?
Server issues, failed payment gateway sync, or auto-refund processing errors.
Q17. How do I track my refund status?
Login to the MakeMyTrip app → My Trips → Refund Status.
Q18. Can HDFC Bank help recover failed payment refunds?
Yes, through a chargeback or reversal request if payment wasn’t received by the merchant.
Q19. Is it safe to book high-value tickets on travel apps?
Yes, but always use verified gateways and check refund policies before paying.
Q20. Why is this case significant?
It highlights the urgent need for transparent, error-free refund systems in India’s growing digital travel ecosystem.
