Complaint Description
I booked Ranchi-Mumbai return tickets using the services of Makemytrip.com [ Booking ID NF2511917294848] for 3 passengers namely Om Prakash Mishra, Rita MIshra and Sunil Mishra. The trip was scheduled as follows : Departure from Ranchi on 9th April, 2012 by GoAir flight G8-608 at 1330 hours and return from Mumbai on 11th April, 2012 by GoAir flight G8-608 at 925 hours. Since before their departure from Ranchi, the passengers decided to go to Lucknow from Mumbai instead of coming back to Ranchi, I tried to cancel their Mumbai-Ranchi sector flights on 8th April. Unable to do so using makemytrip's website, I called their customer care and talked to one Mr. Kanishka at around 2325 hours on 8th April,2012. He told me that since I had booked return tickets so it was not possible to cancel only one-way tickets right now and hence I should let the passengers go to Mumbai first and thereafter, I can cancel the Mumbai-Ranchi sector. I asked him again if it can be done and he replied in the affirmative. I even asked him about the cancellation charges and he said that for the partial cancellation, I will have to pay Rs 750+250 per ticket. I followed his advice. On 9th April, when the 3 aforesaid passengers had reached Mumbai, I again tried to cancel the return ticket. Again unable to do so, I called their customer care on 9th April at around 2200 hours. To my utter surprise, the person (Mr Kamal) said that now it can not be done. So I filed a complaint with him saying that I was misguided by his own employee. He said that my matter has been escalated and my case will be resolved within 48 hours. I even e-mailed them my complaint. Since then I have been calling them daily and every time they tell me that my complaint was not forwarded last time but this time it has been done and I should wait for another 48 or 72 hours. Their last deadline expired on Monday morning around 0925 hours. But I did not hear from them. So I again called them and after much deliberation with the call centre executive, I was put through to the quality team. There I talked to Mr Jamal and whatever he told me was shocking. He said that since he could not find the record of my conversation with Mr Kanishka on 8th April, he had closed my case. When I asked him why the record could not be found and raised my suspicion that it has been deleted for a cover-up, he said that record must be somewhere but he could not find it and now he will look for it. When I asked him why he did not look for it in the last 3 days as I was given a time frame of 72 hours, he said " I am sorry Sir. I know it is my mistake and I apologise for it". He again asked me for 72 hours more and when I refused he said that  he will let me know within 24 hours. However, all I heard from him was that my case was pending before the loss approval team. He also told me that the information given to me by Mr Kanishka on 8th April that partial cancellation was possible, was correct and the information given to me by Mr Kamal on 9th April that partial cancellation was not possible, was wrong. However, I doubt this because I called up their customer care a number of times on 10th and 11th April and all their employees (Ms Juhi, Mr Rajesh Nagar, etc) told me that partial cancellation was not possible. Anyways, it is evident that I was put into this mess by their own employees. The organization Makemytrip has done nothing but stall my case . I have been running pillar to post but to no avail. Now, I do not just want my money back but also want a compensation from the organization which has caused me too much mental harassment. I will appreciate your help.