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.
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 is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.
Why Choose Online Dispute Resolution?
Consumers prefer ODR for several reasons:
Cost-effective & Time-efficient
Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.
Accessible & Convenient
ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.
Privacy & Security
Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.
How to File a Complaint through ODR?
Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:
Step 1: Collect All Relevant Evidence
Before initiating your complaint, gather all documents and proofs that support your claim. These may include:
- Receipts or invoices
- Emails, chat transcripts, or messages with the company
- Photographs of defective products or damages
- Payment proofs or bank statements
Having organized and clear evidence strengthens your case and speeds up the resolution process.
Step 2: Submit Your Dispute Through an ODR Platform
You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.
Step 3: Participate in Mediation Proceedings
During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.
After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:
- Refund of charges
- Compensation for damages
- Official apologies or service corrections
- Settlement of Disputes
Step 4: Settlement
If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms. If you need assistance in filling your dispute, get in touch with Online Legal India.
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! We will guide you through every step, prepare your case, upload the right documents, and ensure it is filed properly. Get in touch with us.
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