Misleading Mktng & Extremely Poor Customer Support. Review on Makemytrip

Email sent to MMT and using as a review to share 1st hand experience and that bounced back as well. No email address can be found on their website or Android app. Such a ridiculous model that so many companies have adopted to make customer contact so difficult.

MakeMyTrip has been a major disappointment in terms of transparency and customer trust. Your marketing tactics appear designed to mislead customers with flashy offers and enticing deals, but upon closer inspection, these “deals” often come with hidden conditions and fine print that are deliberately difficult to spot. This is clearly an attempt to capitalize on the average customer’s lack of expertise in navigating through the loopholes they’ve embedded in their system.

The website and app often present misleading information about prices, inclusions, and services, and it feels as though the company intentionally complicates the process to avoid accountability. For instance, critical details about cancellations, refunds, or additional fees are buried under layers of jargon or tucked away in terms and conditions that are nearly impossible to locate or interpret without legal expertise unless a person is a frequent & knowledgeable user of travel websites & their services & tactics.

In practice, these tactics not only confuse but also exploit customers who are simply seeking straightforward and reliable travel services. It’s unethical for a company to operate with such little regard for customer satisfaction and transparency. Instead of simplifying travel planning, MakeMyTrip has made it an exhausting, frustrating, and financially risky endeavor for customers who inadvertently fall into their traps.

To add insult to injury, the customer service option isn't available easily on the Android app making it extremely difficult to get in touch & speak to someone when the issue isn't simple enough to be addressed by Chat bots & automated systems. And when I was able to speak to someone by looking up the potential customer service number from my phone contacts & internet it turned out to be shockingly poor and unprofessional. When I attempted to provide feedback and call out these glaring issues, I was met with rude and dismissive responses from your support teams. Rather than addressing concerns or offering solutions, your representatives seemed uninterested, defensive, and unwilling to take accountability for the company’s misleading practices. The lack of respect and empathy displayed by your staff further amplifies the frustration of dealing with your platform.

If MakeMyTrip wishes to salvage its reputation, it must prioritize honesty, transparency, and improved customer service. Until then, I would strongly advise potential users to exercise extreme caution or, better yet, consider alternative platforms that genuinely care about customer trust and satisfaction.

Here are the specifics about my transaction & experience with you guys.

Booking ID - NF2ADEFV32922673764 & NF2ADEFF21096528302

PNR - EU6G2V & T6ZM5Q

Customer Complaint - 21141675337681472

Booked a 100% refundable ticket wherein your offer and various sections during the booking show that the entire ticket is 100% refundable as long it's cancelled before 24hrs of the flight departure. But when calculating the refund amount for a cancellation it says that MMT Convenience fee & Insurance that I did not buy at all is gonna cost me close to 4, 500 INR per ticket of 2 pax. In this entire process of booking the ticket there's only 1 small section that has the T&C link which says that Flexipay charges & MMT Convenience fee will be deducted and then your customer support representative tells me that only airfare is going to refundable and nothing else is refundable. He also argued with me that the FlexiPay word mentioned in T&C is the same as Insurance which to me or any other normal customer is not the same thing, at least in the written English language that's used on Planet Earth.

I'd strongly advise you to refer to the call recording of my interaction with your customer support representative - Deepak Singh in this regard dated 22nd March 2025 at around 23:10. Deepak Singh also refused to allow me to escalate to a Supervisor or a Manager after repeated attempts. A promise to arrange for a call back was not kept as well. I was refused to be given the MMT official customer service or escalation desk's email address as well by Deepak Singh.

I had no choice but to record the call on my phone for the last part and was assured by Deepak Singh that the call was recorded completely on the MMT side.

Now to make sure I'm on the right side here, my lawyer friend that specializes in Consumer rights & law advised me to reach out to MMT and advise them of this wrong doing and offer MMT a chance to make this right not only with me but in the way MMT is placing & marketing such offers before I pursue this in the court of law and in the public eye for their awareness.

I think with these kind of incompetent services offered by MMT, you guys should be compelled to take these concerns seriously and address them with adequate & competent measures in the general interest of your business & expanding your customer base rather than shrinking it with these easily fixable problems in your service offerings & service standards.

I wish to resolve this amicably and not have to pursue this in the consumer court, and please don't take this as a threat. I'm just requesting the MMT organization to take this constructively in the interest of resolving the issues and moving ahead positively. However, this humble request should not be considered as a weakness either.

Hoping to see a positive outcome to this situation for both parties involved.