How to File a Complaint against MakeMyTrip through ODR

If you booked a trip through MakeMyTrip and something went wrong, like your booking got cancelled without a reason, your refund didn’t come on time, or you didn’t get proper service, there is a way to raise your issue and get help. In this article, you will learn how to file a complaint through the Online Dispute Resolution system. It is a simple process that helps you solve your problem without going to any office or court. We will guide you step by step, explain what documents you need, and show you how to file a Complaint Against MakeMyTrip.

Common Issues Faced by MakeMyTrip Users

Many people use MakeMyTrip to book flights, hotels, trains, or holiday packages. While most bookings go smoothly, some users face problems that can spoil their travel plans. Here are some of the common issues people often face:

1. Booking Errors

Sometimes, the wrong date or location gets booked by mistake. It may happen due to a technical glitch or slow internet. In other cases, even after paying, the ticket or hotel confirmation does not come, leaving the customer confused.

2. Cancellation Without Refund

Users sometimes cancel a booking but don’t get their money back. In some cases, MakeMyTrip cancels the booking from their side due to issues with the airline or hotel, but the refund is not processed or gets delayed.

3. Delayed or Denied Refunds

Even if the refund is approved, it may take many weeks to arrive. Some users don’t receive the full amount or get no refund at all, even after many follow-ups with customer care.

4. Fake Listings or Wrong Details

At times, hotels shown on the app look good in photos, but the actual condition is poor. Some listings may have wrong information or fake pictures, which can mislead the customer.

5. Poor Customer Support

Many users say that the customer care does not respond quickly. Calls may get disconnected, chat support may not help properly, or complaints may remain pending for a long time.

6. Hidden Charges or Wrong Billing

Some users find extra charges in their final bill that were not shown during booking. This includes service charges, taxes, or cancellation fees that were not explained clearly before payment.

These issues can be frustrating, especially when you need quick help before or during a trip. If MakeMyTrip support doesn't solve the problem, you can take further action through the Online Dispute Resolution platform, which we will explain in the next sections.

How To Resolute the Issues Faced By Users?

1. Try MakeMyTrip’s Own Support First

Before filing a complaint on any other platform, it is always a good idea to first contact MakeMyTrip directly. Many times, small issues can be solved quickly if you reach out to their support team.

2. Use the In-App or Website Help Section

MakeMyTrip has a help section on both its mobile app and website. You can log in to your account, go to “My Bookings,” select the trip where you faced the problem, and click on “Need Help” or “Raise a Complaint.” From there, you can choose the issue and follow the steps to report it.

3. Contact Customer Care

If the help section doesn’t work or you need quick support, you can call or chat with their customer care team through their phone support, chat support or email support.

4. Expected Response Time

After you raise a complaint, MakeMyTrip usually replies within 24 to 48 hours. Some complex cases may take longer.

5. Send a Legal Notice

If all your efforts fail and you still don’t get any proper response, you can send a legal notice to MakeMyTrip. This is a formal way to ask them to solve your issue within a given time. You can draft this notice on your own or get help from a legal expert or service provider.

Taking these first steps shows that you tried to solve the matter directly. It also helps build your case stronger if you need to take legal action later. You can go for filing the case in the respective consumer courts.

File a Complaint against MakeMyTrip in the Consumer Court

If MakeMyTrip, or its support team, does not solve your issue even after you have contacted them multiple times or sent a legal notice, you can escalate the matter by filing a complaint in a consumer court through India’s official E Jagriti portal.

If the company does not resolve your complaint, you can move to the concerned Consumer Commission based on your claim amount:

1. District Consumer Disputes Redressal Commission (DCDRC): For claims up to Rs.1 crore.
2. State Consumer Disputes Redressal Commission (SCDRC): For claims above Rs.1 crore and up to Rs.10 crore.
3. National Consumer Disputes Redressal Commission (NCDRC): For claims above Rs.10 crore.

Why You Should Avoid Consumer Courts?

While consumer courts offer a legal route for justice, filing a case against MakeMyTrip through the traditional court system has several practical challenges:

• Long Delays and Slow Process

Consumer court cases can take months or even years to get resolved due to heavy case backlogs and frequent postponements. Many consumers have to attend multiple hearings with no guaranteed result.

• High Expenses for Small Claims

Even for small refund issues, the cost of filing fees, documentation, courier charges, and sometimes legal help can make the process more expensive than the refund amount itself.

• Difficult to Enforce Orders

Getting a decision in your favour is not the end. One-third of all consumer court orders go unenforced, meaning you may still not receive your refund or compensation unless you file another execution petition.

• Low Compensation and Delayed Justice

Even after a long wait, the court may award only a small compensation. Many users end up spending more time and money than they receive, while large companies continue without real accountability.

• Weak Infrastructure and User Experience

Many consumer forums are understaffed, lack proper digital systems, and have poor support. Some courts still work with manual paperwork, which causes confusion and delays.

Because of these reasons, many consumers now prefer faster, online alternatives like Online Dispute Resolution, which we will explain in the next section.

What is Online Dispute Resolution?

Online Dispute Resolution (ODR) is a completely digital way to solve disputes, especially when the issue involves a small or medium amount of money. Instead of going to a courtroom, the entire process happens online. This makes it faster, simpler, and more cost-effective. From filing your complaint to receiving the final decision, everything is done through the internet, using video calls, online document uploads, and digital messages.

ODR uses well-known legal methods like negotiation, mediation, and arbitration, but these happen through online platforms:

1. Mediation involves a neutral person known as a mediator. This person helps both sides talk to each other, understand the problem, and reach a solution that works for both. It is a friendly and private process where no one is forced to agree.
2. Arbitration is more formal. An arbitrator hears both sides and then makes a decision that everyone must follow. It is similar to a court judgment, but it happens outside the regular court system.

Online Dispute Resolution saves both time and money. It cuts down on travel, long waiting times, and paperwork. It is especially helpful for people who live in faraway places or can’t afford the cost and stress of going to court.

Why ODR is Better than Consumer Court or Emails?

Online Dispute Resolution is a smarter and easier way to solve your problem, especially when companies like MakeMyTrip don’t respond properly. Here is why ODR is better than going to a consumer court or sending emails and making calls:

1. Faster and Cost-Effective

ODR takes less time to solve your issue. While consumer courts can take months or years, ODR often gives results in just a few weeks. Also, the cost is very low, no travel, no printing, and no big legal fees.

2. No Need for a Lawyer

You can file your complaint on your own. There is no need to hire a lawyer, which saves money and makes the process simple for everyone.

3. Fully Digital Process

Everything happens online. From filing your complaint to uploading documents and attending hearings, you can do it all from your home using your mobile phone or computer.

4. Saves Time and Effort

You don’t have to take leave from work or visit courtrooms. No standing in queues or running behind case updates. ODR is quick and smooth.

5. More Effective Than Emails or Calls

Most people try sending emails or calling customer care, but often get no reply or only standard answers. ODR is a formal platform where your complaint is taken seriously, and the company has to respond within a time limit.

How to File a Complaint Against MakeMyTrip Through ODR

You can raise your complaint online and resolve the issue legally without going to court. Here is a simple step-by-step process to follow:

Step 1: Gather Evidence and Documents

Start by collecting all the important documents related to your complaint against MakeMyTrip. This may include booking confirmations, travel tickets, payment receipts, cancellation or refund requests, email or chat communication with customer support, and any screenshots or video proof. These documents will help you clearly explain your issue during the dispute process.

Step 2: File a Complaint through ODR Platform

You can submit your complaint on the Government’s official ODR platform or through a trusted private service like Online Legal India. The government portal is valid and secure, while private platforms are often quicker, easier to use, and provide professional support to help prepare and strengthen your case.

Step 3: Attend Mediation Online

Once your complaint is accepted, a trained and neutral mediator is assigned to your case. The mediator arranges an online meeting—usually through video call or chat—between you and MakeMyTrip. Both sides get a chance to explain their views. The mediator listens carefully and tries to help both parties reach a fair and peaceful solution, usually in just a few sessions.

Step 4: Move to Arbitration (If Needed)

If mediation does not work, the case may move to arbitration, provided some legal conditions are met:

• The mediator must confirm that mediation was unsuccessful.
• There must be an arbitration clause in the agreement or both sides must agree to arbitration.
• The issue should be legally fit for arbitration (not criminal in nature).
• The complaint must be raised within the legal time frame.
• All required documents and the mediation report must be properly submitted.

Step 5: Online Arbitration Hearing

In arbitration, you and MakeMyTrip (or its representative) present your case before an independent arbitrator online. This person may be a legal expert or industry specialist. They go through the evidence, listen to both sides, and give a final decision. This process is carried out under the rules of the Arbitration and Conciliation Act, 1996, making it legally valid and fair.

Step 6: Enforce the Decision

Once the arbitrator gives the final verdict, it is legally binding, just like a civil court order. If MakeMyTrip does not follow the decision, you can move to court to get the order enforced. This gives you strong legal backing without the long delays and expenses of traditional court cases.

Documents You Need to File a Complaint Against MakeMyTrip

Before filing your complaint against MakeMyTrip through the ODR portal, it is important to collect and keep all your documents ready. These papers will help prove your issue and make your case stronger. Here is what you will need:

1. Booking Invoice or Confirmation Email

This is proof that your booking was made. It can be a ticket, a hotel voucher, or the confirmation email you received from MakeMyTrip.

2. Payment Receipt or Transaction ID

This shows that you made the payment. You can use the UPI reference number, the card transaction slip, or the email/SMS you got from your bank after payment.

3. Screenshots of Chat or Email Communication

If you have spoken to MakeMyTrip through chat or email, take clear screenshots or copies of the messages. These show that you tried to get help and explain your problem.

4. Bank Statement

If you were promised a refund but didn’t get it, include your bank statement for that period. It should clearly show that no money was credited back.

5. Identity Proof

Sometimes, you may be asked to upload a copy of your Aadhaar card or PAN card to verify your identity. Keep a soft copy ready just in case.

These documents help the ODR platform and the neutral expert understand your issue better. Make sure all your files are clear, readable, and in PDF, JPG, or PNG format. Having the right papers makes your complaint stronger and helps you get a faster solution.

What Happens After You File the Complaint?

Once you file your complaint against MakeMyTrip on the ODR portal, the process starts in a smooth and organised way. Here is what you can expect next:

1. MakeMyTrip Gets Notified

As soon as you submit your complaint, MakeMyTrip is informed officially. They are given a few days to reply and explain their side of the story.

2. Neutral Mediator May Help Both Sides Talk

If needed, a trained and neutral mediator is assigned to your case. The mediator is not on anyone’s side. Their job is to listen to both you and MakeMyTrip and help you reach a fair solution without fighting.

3. You May Get a Refund, Apology, or Compensation

Depending on the issue, the final result may be:

• A full or partial refund
• An apology or written response from MakeMyTrip
• Some form of compensation for the trouble you faced

4. All Updates Will Come via SMS and Email

You don’t need to keep checking the website again and again. All important updates, notices, and hearing details will be sent to your registered mobile number and email ID.

This process is simple, fair, and quick. You stay informed at every step and don’t need to visit any office or courtroom. It is a peaceful way to get your voice heard and your problem solved.

Time Taken for Resolution and Final Steps

After you file your complaint against MakeMyTrip through the ODR portal, the issue usually gets resolved faster than a traditional court case.

1. Usually Takes 7–30 Days

Most cases are solved in 7 to 30 days, depending on how serious the issue is and how quickly both sides respond. Simple refund cases are often sorted out faster.

2. You Can Accept or Reject the Solution

Once a solution is offered, like a refund, apology, or compensation, you have the right to accept or reject it. If the outcome seems fair, you can agree and close the case. If not, you can say no.

3. You Can Still Go to Consumer Court Later

If you are not satisfied with the final decision through ODR, don’t worry. You still have the full right to go to the consumer court. Using ODR does not take away your legal rights under Indian law.

Conclusion

If you are facing issues with MakeMyTrip like refund delays, wrong bookings, or poor service, filing a complaint through the ODR portal is a smart and fast solution. But, how to file a Complaint Against MakeMyTrip can be confusing if you are unsure about the documents or steps. Online Legal India is here to help! Our experts will guide you through every step, prepare your case, upload the right documents, and ensure it is filed properly. We will also handle follow-ups so you stay stress-free. Don’t wait, contact Online Legal India today and let us help you.