MakeMyTrip not cancelling my ticket despite buying Zero Cancellation

505 votes

In Recovery Law - Consumer Dispute against OTA. *Opinion:* Your facts prima facie disclose Deficiency in Service and Unfair Trade Practice u/s 2(11) & 2(47) of Consumer Protection Act, 2019. 1. *Zero Cancellation:* You paid 25% extra for Zero Cancellation protection. If cancellation option was disabled / non-functional on App/Website, it is failure to provide promised service. It will be governed by MMT's Zero Cancellation T&Cs - whether US domestic tickets are covered, time limit, and claim process. Preserve screenshot of payment for add-on and error while cancelling. 2. *No Effective Grievance Redressal:* Non-availability of email ID and keeping customer on hold while on cruise, with ineffective chatbot, amounts to deficiency and violates Consumer Protection [E-commerce] Rules, 2020 - Rule 4(6) mandates display of contact details and grievance officer. 3. *Remedy:* You can sue, but mandatory direction to put email contact cannot be sought in individual consumer complaint - that is regulatory. Your remedy is: a) Issue legal notice for refund of ticket + zero cancellation fee with interest. b) File Consumer Complaint before District Commission for refund + compensation for harassment, if not resolved. File with NCH as well. c) For false advertising, you can also file complaint u/s 21 for misleading advertisement before CCPA. Keep boarding pass, PNR, payment receipts, call logs, screenshots of failed cancellation attempts as evidence.

Advocate Abhay Rajesh Gupta LawRato

757 votes

To file a case against them, you will first need to give them an email and file a complaint with the National consumer helpline that after that you can give them a legal notice and also you can explain this to them, if there email ID is not visible you can send them all this via post and you can also write it to the grievance redressal portal for faster and better result and the compensation and refund of your one way flight ticket, also you can file a complaint with the prime minister office there is a whole website for it as well

Advocate Moksh Jain LawRato