Pending Ref: CK-2026-5E7C0D

🏢 Makemytrip 📁 Travel (Airlines / Hotels / Trains) 📦 Bus Booking

Dear MakeMyTrip Support Team, I am writing to formally raise a complaint regarding the extremely frustrating experience I have had with my recent bus booking through MakeMyTrip. This is particularly disappointing because I had faced a similar issue with a refund on my previous booking as well, where I had to repeatedly follow up for almost 5–6 days through emails and calls before the matter was finally resolved. Unfortunately, the same issue has occurred again. For my recent Mumbai to Goa journey, our scheduled bus was at 7:30 PM. We started trying to reach the concerned bus operator from around 6:45 PM as we were facing difficulties with the booking/boarding arrangements. We tried contacting the alternate numbers provided to us, but all three numbers were switched off/unreachable. We waited until approximately 9:15 PM, but there was still no resolution. Since we were getting significantly delayed and had no way of contacting the concerned operator, we contacted MakeMyTrip customer support. Even getting connected to your support team was difficult, as the calls repeatedly remained on the recorded/automated system. When we finally managed to speak with your support representative, they understood the situation and attempted to contact the bus operator themselves. However, they were also unable to get through. Considering the circumstances and the fact that we were already getting very late, your representative advised us to make alternative travel arrangements and specifically asked us to retain all relevant proof/documentation. Accordingly, we had no option but to book another bus at the last moment. Since it was an immediate booking, the alternative bus was considerably more expensive than our original booking, resulting in an additional financial burden for us. Subsequently, after we had already boarded the alternative bus, at approximately 9:30–9:45 PM, we received a call from the concerned Kadamba bus operator, asking why we had not arrived.We informed them we are not coming. At that point, we were informed that the refund for our original booking had been initiated, as it was obvious that we could no longer board that bus. However, since then, I have received no proper update regarding the refund. This is extremely frustrating and unfair because: 1) We made multiple attempts to contact the operator well before the journey. 2) All the alternate contact numbers provided were unreachable/switched off. 3) We contacted MakeMyTrip support and your representative also attempted to contact the operator but was unsuccessful. 4) Your support representative advised us to make alternative arrangements due to the circumstances. 5) We have retained the relevant proofs and evidence as instructed. 6) We had to spend additional money on an alternative bus because of the circumstances and the lack of assistance at the time. I request you to please review the complete case, check the call records and internal notes associated with my booking, and process the refund without any further delay. I am also willing to provide all supporting documents, booking details, alternative ticket, call records/screenshots, and any other proof required. I would also request that this matter be escalated to a senior customer support representative, as this is now the second time I have had to go through prolonged follow-ups for a refund with MakeMyTrip. I have been using MakeMyTrip with the expectation that bookings and customer support will be handled reliably. However, repeated experiences like this are seriously affecting my trust in the platform, and I may have to reconsider using MakeMyTrip for my future travel bookings if such issues continue. I sincerely request you to treat this as a formal complaint and refund escalation and provide me with a clear resolution and timeline at the earliest. Booking ID: NU711311185707672 Journey: Mumbai to Goa Scheduled Departure: 7:30 PM Date of Journey: 14/08/2026 Registered Mobile Number: 8412015442

Prior Contact with Brand: Yes - no response received

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