How to File a Complaint Against MakeMyTrip in 2025: Complete Guide

Common MakeMyTrip Complaints

Before diving into the complaint process, it's important to recognize the most frequent issues travelers face:

Booking and Payment Issues

Booking Confirmation Problems: Customers complete payments but receive no confirmation or incorrect booking details. This creates confusion about whether the reservation is valid and leads to last-minute travel disruptions.

Payment Charged Without Booking: Money is debited from accounts but no booking is created in the system. Customers face the double burden of losing funds while still needing to make alternative arrangements.

Price Discrepancies: The final amount charged differs from the displayed price during booking. Hidden charges, convenience fees, or sudden price increases at checkout are common complaints.

Failed Transaction Refunds: Payment gateways show failed transactions, but the amount is deducted and not refunded within the promised 7-10 business days.

Cancellation and Refund Disputes

Cancellation Fee Disputes: MakeMyTrip charges excessive or unclear cancellation fees that don't match the fare rules or booking terms displayed at purchase time.

Refund Delays: Approved refunds take weeks or months to process, far exceeding the standard timeline communicated by customer service.

Partial Refunds Without Explanation: Customers receive refunds that are significantly less than expected, with vague justifications about "airline penalties" or "processing charges."

Force Majeure Refund Denials: During emergencies (medical issues, natural disasters, travel restrictions), customers are denied refunds despite having valid reasons or travel insurance.

Flight and Hotel Booking Problems

Incorrect Flight Details: Bookings confirm wrong dates, times, routes, or passenger names, leading to denied boarding or additional rebooking costs.

Hotel Booking Errors: Customers arrive at hotels to find no reservation exists, room types differ from what was booked, or check-in dates are incorrect.

Seat Selection Issues: Paid seat selections are not confirmed by airlines, or customers are assigned different seats without refund of selection fees.

Meal and Baggage Add-ons: Paid extras like meals, extra baggage, or priority boarding are not added to airline PNRs.

Customer Service Failures

Unresponsive Support: Customer service doesn't respond to emails, chat messages are ignored, or phone lines have excessive wait times.

False Commitments: Representatives promise callbacks, refunds, or resolutions that never materialize, forcing customers to repeatedly explain their issues.

Lack of Escalation: Requests to speak with supervisors or escalate complaints are denied or delayed indefinitely.

No Resolution: Cases remain open for months with no progress or final decision.

Understanding Your Rights as a MakeMyTrip Customer

Indian consumer protection laws provide strong safeguards for online travel bookings:

Consumer Protection Act, 2019

Under this act, online travel agencies are considered "service providers" and must:

• •Provide accurate information about prices, terms, and conditions before accepting payment
• •Honor confirmed bookings and deliver services as advertised
• •Process refunds promptly according to stated timelines
• •Respond to complaints within reasonable timeframes
• •Compensate for deficiency in service including delays, errors, or unfair practices

Information Technology Act, 2000

For electronic transactions:

• •Digital contracts are legally binding once accepted by both parties
• •Payment gateways must ensure secure transactions and refund failed payments within 7 business days
• •Electronic records (booking confirmations, emails) are valid evidence in disputes

Aviation Rules (For Flight Bookings)

The Directorate General of Civil Aviation (DGCA) regulations mandate:

• •Full refunds for cancellations within 24 hours of booking if the flight is more than 7 days away
• •Transparent display of all charges including base fare, taxes, and fees before final payment
• •Free date changes for medical emergencies with proper documentation
• •Compensation for denied boarding in case of overbooking

Hotel Booking Rights

• •Confirmed bookings must be honored by hotels; failure to do so entitles you to full refund plus compensation
• •Refund policies must be clearly stated before booking
• •No-show charges cannot exceed one night's room rate unless explicitly agreed upon

Step-by-Step Complaint Process

Step 1: Gather All Documentation

Before initiating your complaint, compile comprehensive evidence:

Booking Confirmation: Save all confirmation emails, SMS, and app notifications with booking reference numbers, PNR codes, and transaction details.

Payment Proof: Collect bank statements, credit card statements, payment gateway screenshots, and transaction IDs showing debited amounts.

Communication Records: Screenshot or save all chat transcripts, emails from customer service, and notes from phone conversations (date, time, representative name).

Terms and Conditions: Save screenshots of the booking page showing the original price, cancellation policy, and any terms displayed at the time of booking.

Additional Evidence: Take photos of error messages, booking discrepancies, or any other relevant visual proof.

Step 2: Contact MakeMyTrip Customer Service

Start with official channels:

Customer Care Number: Call 0124-4628747 or 0124-2893939 (24/7 support). Note down the complaint reference number, representative's name, and any commitments made.

Email Support: Send a detailed email to customer.service@makemytrip.com with:

• •Subject line stating the issue clearly (e.g., "Urgent: Refund Not Processed for Booking MMT123456789")
• •Booking reference number and PNR
• •Clear description of the problem
• •Specific resolution requested
• •Deadline for response (typically 7 working days)
• •Attachments of all supporting documents

MakeMyTrip App: Use the in-app chat or support ticket system under "My Bookings" or "Help" section. Keep screenshots of the entire conversation.

Website Help Center: Submit a complaint through the official website's support form with all relevant details.

Best Practices for Initial Contact:

• •Be clear, concise, and professional in your communication
• •State facts without emotional language
• •Specify exactly what resolution you expect (refund amount, rebooking, compensation)
• •Set a reasonable deadline for response
• •Keep all communication in writing for evidence

Step 3: Escalate Internally

If customer service doesn't resolve your issue within 7-10 days, escalate:

Grievance Redressal Officer: Write to MakeMyTrip's designated Grievance Officer as required under IT Act rules:

Name: Rajesh Magow (Co-founder and Group CEO)

Email: grievances@makemytrip.com

Address:

MakeMyTrip (India) Private Limited

5th Floor, Salcon Rasvilas Building

Plot No. 7, District Centre, Saket

New Delhi - 110017

Your escalation email should include:

• •Original complaint details and reference number
• •Summary of customer service interactions
• •Lack of resolution or unsatisfactory response
• •Reiteration of your rights under consumer law
• •Request for immediate senior management review
• •Updated deadline (7 additional days)

Social Media Escalation: Public complaints on Twitter (@makemytrip) or Facebook often receive faster responses. Tag your post with #MakeMyTripComplaint and briefly state your issue with booking reference number. Many companies prioritize social media reputation management.

Step 4: File a Consumer Court Complaint

If internal escalation fails, pursue legal recourse:

Choose the Right Forum:

• •District Consumer Disputes Redressal Commission: For complaints where the value of goods/services is up to ₹1 crore
• •State Consumer Disputes Redressal Commission: For complaints between ₹1 crore and ₹10 crore
• •National Consumer Disputes Redressal Commission: For complaints exceeding ₹10 crore

How to File:

• 1
  Draft Your Complaint: Include complainant details, respondent (MakeMyTrip) details, facts of the case, deficiency in service, relief sought, and list of documents
• 2
  Attach Evidence: Copies of booking confirmations, payment receipts, email correspondence, screenshots
• 3
  Pay Court Fees: Nominal fees ranging from ₹100 to ₹5,000 depending on claim value
• 4
  Submit in Person or Online: Many states now allow e-filing through EDAAKHIL portal (https://edaakhil.nic.in)

Expected Timeline: Consumer courts typically resolve cases within 3-6 months, though complex cases may take longer.

Potential Remedies: The court can order full refunds, compensation for mental agony (typically 10-20% of transaction value), litigation costs, and punitive action against unfair trade practices.

Step 5: Regulatory Complaints

For specific issues, involve regulatory authorities:

For Flight Booking Issues - AirSewa Portal:

• •Visit https://airsewa.gov.in or download the AirSewa mobile app
• •Register your complaint with flight details, booking reference, and nature of grievance
• •DGCA mandates airlines and travel agents to respond within prescribed timelines
• •Effective for issues like denied boarding, flight delays, baggage problems, refund delays for airline tickets

For Unfair Trade Practices - Competition Commission of India:

• •If MakeMyTrip engages in anti-competitive practices (cartelization, predatory pricing, abuse of dominant position)
• •File complaint at https://www.cci.gov.in
• •Suitable for systemic issues affecting multiple consumers

For Cyber Fraud - Cybercrime Portal:

• •For payment fraud, unauthorized transactions, or data breaches
• •Report at https://cybercrime.gov.in
• •Include transaction details, screenshots, and communication records

For Data Privacy Violations - Grievance Officer:

• •Under IT Act and upcoming Digital Personal Data Protection Act
• •If MakeMyTrip misuses personal data or violates privacy commitments
• •Write to the designated Grievance Officer with specific violations

Special Situations and How to Handle Them

COVID-19 or Medical Emergency Cancellations

What to Do:

• •Provide medical certificates, quarantine orders, or positive test reports
• •Reference government travel advisories or airline/hotel cancellation policies
• •Request full refund or credit shell valid for extended period
• •Cite force majeure clauses if applicable

Legal Backing: Consumer courts have ruled favorably on medical emergency cancellations, especially during COVID-19, ordering full refunds even for non-refundable bookings.

Unauthorized Charges or Payment Fraud

Immediate Actions:

• •Contact your bank immediately to dispute the transaction
• •File a chargeback request through your credit card company
• •Report to MakeMyTrip fraud department: fraud@makemytrip.com
• •Lodge FIR with local police cyber cell if fraud is suspected

Timeline: Banks must resolve chargeback requests within 90 days. Combine this with consumer court action for maximum pressure.

Booking During Technical Glitches

If you booked at a lower price due to website errors or technical glitches:

Your Rights: Generally, you're entitled to honor the confirmed price. Courts have ruled that if payment was processed and confirmation was issued, the vendor must honor it.

MakeMyTrip's Position: They may claim "manifest error" and offer refund or rebooking at current prices.

Resolution: Push for honoring the original price citing confirmed booking. If refused, accept refund and file consumer complaint for deficiency in service and mental agony compensation.

Group Bookings and Corporate Complaints

Larger Bookings Have More Leverage:

• •Contact corporate.travel@makemytrip.com for business/group bookings
• •Reference potential loss of future business
• •Consider legal notice from company's legal department
• •Corporate complaints often receive priority resolution

Tips for Effective Complaints

Communication Best Practices

Be Specific and Detailed: Vague complaints like "bad service" won't get results. Clearly state what happened, when, what was promised, what was delivered, and what you expect.

Stay Professional: Angry, threatening, or abusive language reduces your credibility and may result in your complaint being dismissed. Stick to facts and legal rights.

Document Everything: Save every email, screenshot every chat, record complaint reference numbers, and note names of representatives you speak with.

Set Reasonable Deadlines: Give MakeMyTrip reasonable time to investigate and respond (7-10 days is standard). Unrealistic deadlines weaken your position.

Use Multiple Channels Strategically: Start with email for documentation. If no response, call and reference the email. Escalate to social media only after internal channels fail.

Negotiation Tactics

Know Your Bottom Line: Decide in advance what resolution you'll accept. Full refund? Credit note? Compensation? Be clear about your minimum acceptable outcome.

Be Willing to Compromise: If MakeMyTrip offers 80% of what you sought, consider whether pursuing 100% through lengthy legal process is worth it.

Highlight Legal Consequences: Politely reference consumer protection laws, your right to file complaints, and potential compensation orders. This signals seriousness without being threatening.

Emphasize Reputation Impact: Mention you'll share your experience on review platforms, social media, and consumer forums if not resolved. Companies care about public perception.

When to Seek Legal Help

Consider hiring a consumer lawyer if:

• •The disputed amount is substantial (over ₹50,000)
• •The issue is complex with multiple parties (airline, hotel, travel agent)
• •MakeMyTrip denies valid claims despite clear evidence
• •You're uncomfortable drafting legal complaints yourself

Cost Consideration: Many consumer lawyers work on contingency (percentage of recovered amount) or charge modest flat fees (₹5,000-₹15,000). Given consumer courts award litigation costs, you may recover legal fees.

Alternative Dispute Resolution

Online Dispute Resolution (ODR) Platforms

Advantages:

• •Faster than court proceedings (30-90 days typical resolution)
• •Lower costs (often free or minimal fees)
• •Convenient online participation
• •Neutral mediators facilitate settlement

Recommended ODR Platforms:

• •NCDRC's ODR Platform: Official government platform integrated with consumer commissions
• •Sama: Online mediation platform recognized by courts
• •MyOnlineCA: Offers ODR services for consumer disputes

How It Works: You submit your complaint with evidence, MakeMyTrip is notified and responds, a neutral mediator facilitates discussion, and if settlement is reached, it's legally binding.

Mediation Centers

Bar councils and consumer forums often have mediation centers where disputes can be resolved through structured negotiation before formal litigation.

Preventing Future Issues

Booking Best Practices

Always Screenshot Everything: Before clicking "Pay Now," screenshot the price breakdown, cancellation policy, terms, and conditions. After payment, screenshot confirmation page.

Read Terms Carefully: Understand cancellation policies, refund timelines, and any restrictions before booking. "Non-refundable" means exactly that.

Use Credit Cards: They offer better dispute resolution mechanisms (chargebacks) compared to debit cards or UPI.

Book Directly When Possible: For complex itineraries or important trips, consider booking directly with airlines/hotels for better customer service and flexibility.

Enable Alerts: Turn on email and SMS notifications for all booking changes, cancellations, and refunds.

Red Flags to Watch For

Too-Good-To-Be-True Prices: Extreme discounts may indicate errors that MakeMyTrip won't honor, or come with severe restrictions.

Unclear Refund Policies: If cancellation terms are vague or contradictory, clarify via email before booking.

Payment Page Issues: If the payment gateway shows errors, redirects unexpectedly, or charges differ from cart total, stop and contact support before proceeding.

Unverified Hotels/Airlines: Stick to well-known properties and carriers. Obscure listings may have higher risk of booking failures.

Sample Complaint Letter Template

Here's a template you can customize for your MakeMyTriip complaint:

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Subject: Formal Complaint - Refund Not Processed for Booking [Your Booking Reference Number]

To,

The Grievance Redressal Officer

MakeMyTrip (India) Private Limited

grievances@makemytrip.com

Date: [Current Date]

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding deficiency in service related to my booking with MakeMyTrip.

Booking Details:

• •Booking Reference: [Number]
• •PNR: [If applicable]
• •Booking Date: [Date]
• •Travel Date: [Date]
• •Total Amount Paid: ₹[Amount]
• •Payment Mode: [Card/UPI/Net Banking]
• •Transaction ID: [ID]

Issue Description:

[Clearly describe what happened - e.g., "I cancelled my booking on [Date] as per the cancellation policy which stated full refund if cancelled 48 hours before departure. Despite cancellation confirmation and promise of refund within 7-10 business days, I have not received my refund even after 30 days."]

Actions Taken:

• •Contacted customer service on [Date] - Complaint Ref: [Number]
• •Spoke with [Representative Name] who promised refund by [Date]
• •Followed up via email on [Date] - no response received
• •Escalated to grievances email on [Date] - no resolution

Legal Rights:

As per Consumer Protection Act, 2019, I am entitled to [full refund/compensation/service as advertised]. The deficiency in service has caused me financial loss and mental agony.

Resolution Requested:

• 1
  Immediate processing of refund of ₹[Amount] to my original payment mode
• 2
  Compensation of ₹[Amount] for mental agony and financial loss
• 3
  Written apology and explanation for the delay

Deadline: I request resolution within 7 working days of this email. Failing which, I will be constrained to file a formal complaint with the Consumer Disputes Redressal Commission and report this matter to relevant regulatory authorities.

Attachments:

• 1
  Booking confirmation
• 2
  Cancellation confirmation
• 3
  Payment receipt
• 4
  Email correspondence with customer service
• 5
  Bank statement showing deduction

I trust you will treat this matter with urgency and resolve it promptly.

Sincerely,

[Your Full Name]

[Contact Number]

[Email Address]

[Full Address]

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Success Stories: Real Consumer Wins

Case 1: ₹85,000 Refund Ordered by Consumer Court

A Delhi consumer booked a family holiday package worth ₹1.2 lakh, which MakeMyTrip cancelled due to hotel unavailability. They offered only 70% refund citing "cancellation charges." The consumer filed a complaint in District Consumer Forum, which ordered full refund plus ₹15,000 compensation for deficiency in service and ₹5,000 litigation costs.

Case 2: AirSewa Portal Resolution in 48 Hours

A Bangalore traveler's flight booking showed confirmed status but the airline had no record of it. After MakeMyTrip customer service provided no help for 3 days, the customer filed a complaint on AirSewa portal. Within 48 hours, DGCA directed MakeMyTrip to provide an alternative flight at no extra cost.

Case 3: Social Media Complaint Gets Immediate Response

After weeks of ignored emails about a ₹12,000 refund, a customer tweeted about the issue tagging @makemytrip. Within 2 hours, their social media team contacted the customer, escalated the case, and processed the refund within 24 hours.

Conclusion

Filing a complaint against MakeMyTrip doesn't have to be intimidating. By understanding your rights, following the proper escalation process, and maintaining detailed documentation, you can effectively resolve most booking disputes. Start with customer service, escalate internally if needed, and don't hesitate to use consumer courts or regulatory authorities for persistent issues.

Remember, consumer protection laws are on your side. Companies have a legal obligation to provide services as advertised, process refunds promptly, and respond to complaints. Whether you're seeking a ₹5,000 refund or pursuing a complex booking dispute, the strategies in this guide will help you get the resolution you deserve.

Travel should be enjoyable, not stressful. When things go wrong, know your rights, speak up confidently, and hold service providers accountable. Your voice matters, and effective complaints lead to better service for all consumers.

Have you successfully resolved a MakeMyTrip complaint? Share your experience to help other travelers navigate these challenges.

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*This article is for informational purposes only and does not constitute legal advice. For specific legal guidance, consult a qualified consumer protection attorney.*

*Last updated: January 2025*