Senior Analyst Bibaswati Roy reports MakeMyTrip imposed unfair no-show charges for a hotel booking and Simple Pay sent credit score threat messages. Choice4Voice.com publishes full case, analysis, and consumer guidance.
Complaint Summary : MakeMyTrip & Simple Pay Complaint – Full No-Show Charges and Threatening Recovery Messages Reported by Bibaswati Roy
| Field | Details |
|---|---|
| Complainant Name | Bibaswati Roy |
| Email ID | Not Provided |
| Complaint Type | Unfair Billing & Threatening Recovery Practices |
| Company/Brand | MakeMyTrip & Simple Pay |
| Booking Type | Hotel Booking – Pay Later (Simple Pay option) |
| Issue Reported | Full no-show charges + Threatening credit score recovery messages |
| Disputed Amount | Not Disclosed |
| Complaint Reference | Not Provided |
| Action Requested | Waiver of charges, stop harassment messages, ensure transparency |
| Original Source | LinkedIn Post by Bibaswati Roy |
Background of the Case
In 2024, Bibaswati Roy, a Senior Technical Analyst, booked a hotel through MakeMyTrip using the Pay Later – Simple Pay option.
Due to unforeseen circumstances, she never visited the hotel and did not cancel the booking. Despite not availing the service, MakeMyTrip charged her the full no-show penalty.
Adding to her distress, Simple Pay (the financing partner) began sending her repeated threatening messages, claiming:
- Investigation would start.
- Officers would visit her home.
- Her credit score (CIBIL) would be negatively impacted.
Core Issues Highlighted
- Unfair Full No-Show Charges
- Industry norms usually impose partial penalties.
- Charging the entire booking cost without service raises ethical concerns.
- Threatening Recovery Messages
- Simple Pay allegedly sent intimidating SMS and emails.
- Language included threats of “investigation” and “officer visits,” which violates RBI’s debt collection rules.
- Questionable Credit Score Impact
- The complainant never provided PAN/Aadhaar.
- Without PAN, it is legally impossible to report to CIBIL.
- Raises doubts whether these threats are empty scare tactics.
Legal & Ethical Dimensions
- Consumer Protection: Customers cannot be forced to pay for a service they never used without clear contractual terms.
- RBI Guidelines on Recovery Agents: Threatening home visits and scare tactics violate RBI’s Fair Practices Code.
- Transparency in Charges: Travel aggregators like MakeMyTrip must clearly disclose refund/cancellation/no-show policies.
- Data Privacy: Using recovery threats without valid KYC documents may violate the Information Technology Act, 2000.
Possible Violations by Companies
| Concern | Possible Violation |
|---|---|
| Full no-show charges | Breach of Consumer Protection (Unfair Trade Practices) |
| Threatening messages | Violation of RBI Fair Debt Collection Guidelines |
| Credit score threats without PAN | Misrepresentation & harassment |
| Lack of transparency | Violation of Consumer Rights to be informed |
Impact on Consumers
This case is not only about one customer. It raises red flags for all users of Pay Later travel products in India:
- Financial Loss: Paying full booking cost without using the service.
- Mental Harassment: Repeated threatening messages impact mental health.
- Job/Credit Risk: False claims of CIBIL impact could affect credibility if believed.
- Trust Deficit: Customers may stop trusting online travel and fintech platforms.
Similar Complaints in India
Cases similar to this have been reported against travel portals and BNPL (Buy Now, Pay Later) services:
- Customers charged full no-show fees despite informing hotels.
- Threats of CIBIL reporting from fintech companies without valid KYC linkage.
- Harassment calls/messages even for small dues.
This shows a systemic issue in India’s online travel and BNPL ecosystem.
What Authorities Say
- RBI: In 2022, RBI issued strict guidelines prohibiting harassment by digital lenders.
- Consumer Protection Act, 2019: Protects customers from unfair trade practices and misleading recovery.
- Credit Bureaus (CIBIL, Experian, Equifax): Cannot update scores without PAN/Aadhaar-linked accounts.
Steps Customers Can Take
If you face similar issues, here’s what you should do:
- Ask for Proof in Writing – Demand a written explanation of charges and threats.
- Check CIBIL Report – Confirm if your PAN-linked credit report shows any such dues.
- File Complaint:
- National Consumer Helpline: 1915 / consumerhelpline.gov.in
- RBI Ombudsman (for fintech/bank-related complaints)
- Cyber Crime Portal (if threats are abusive).
- Submit Complaint to Choice4Voice.com – We highlight such cases for wider awareness and pressure companies for resolution.
Preventive Tips for Consumers
- Always read cancellation/no-show policies before booking.
- Avoid using Pay Later options unless absolutely necessary.
- Maintain written/email proof of all communications.
- Report harassment-style recovery threats immediately to authorities.
Choice4Voice.com’s Call to Action
At Choice4Voice.com, we demand that:
- MakeMyTrip adopt fairer no-show policies.
- Simple Pay stop using illegal scare tactics.
- Regulators (RBI, Consumer Forum) take strict action to protect customers.
No customer should suffer intimidation or financial loss for services they never used.
Frequently Asked Questions (FAQs)
Q1: Can a Pay Later booking affect my credit score?
Only if your PAN/Aadhaar is linked and the company is authorized to report to credit bureaus. Otherwise, threats may be baseless.
Q2: Is it legal for recovery agents to visit my home for small dues?
No. RBI prohibits coercion or intimidation by recovery agents.
Q3: How much penalty is usually charged for hotel no-shows?
Most hotels charge one night’s stay or partial amount, not the entire booking.
Q4: What if I didn’t cancel my booking?
Even then, fair policy requires partial penalty, not full charges.
Q5: Can MakeMyTrip waive no-show charges?
Yes, if the customer raises a valid complaint and shows non-usage proof.
Q6: What are my rights under Consumer Protection Act?
Right to fair trade practices, right to be informed, and right to be protected from harassment.
Q7: How to stop threatening messages?
Reply asking for written proof, report to NCH/RBI if threats continue.
Q8: Can non-banking fintechs legally report to CIBIL?
Only if they are RBI-registered NBFCs and your PAN/Aadhaar is provided.
Q9: Is ignoring such messages safe?
No. Always respond in writing and escalate formally to protect yourself.
Q10: Can Choice4Voice.com help escalate my case?
Yes. Submit your complaint, and we will publish it to pressure companies for accountability.
✅ If you have faced similar unfair charges or harassment, you can submit your case at Choice4Voice.com. Your voice matters in building a fairer consumer ecosystem in India.
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Simply write a LinkedIn post and tag our official page Choice4Voice.com
Submit your complaint directly : https://choice4voice.com/submit-your-complaint/
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