A recent dispute involving a Mumbai-based traveler, IndiGo, and online travel agency MakeMyTrip has ignited discussions about airline refund policies following cancellations. Kanika Mohan Saxena claims nearly ₹40,000 was withheld from her refund after her flights to Bali were canceled by IndiGo not once, but twice.
Booking and Initial Cancellation
Saxena had booked return tickets from Mumbai to Bali for herself and her nephew, paying approximately ₹1.03 lakh for the July travel. She was informed by IndiGo that her original flight had been canceled and she was automatically rebooked onto an alternative itinerary that included an unfeasible 18-hour layover. After considerable effort, including contacting IndiGo customer care and her travel agent, she was eventually rebooked on a Mumbai-Singapore-Bali route.
Second Cancellation and Refund Assurance
Just days later, Saxena received another SMS notification from IndiGo, confirming that her revised itinerary had also been canceled or rescheduled. She spent hours on calls with customer service, during which airline representatives allegedly assured her of a full refund, explicitly stating that the cancellation originated from the airline, not from her.
The Disputed Refund Amount
Contrary to the assurance of a full refund, Saxena later received a notification indicating that only around ₹67,500 would be processed against her ₹1.03 lakh booking. She alleges that the balance, approximately ₹40,000, was deducted as various charges and fees, including ₹7,500 by MakeMyTrip, ₹27,996 by IndiGo, and an additional ₹2,000 in ancillary charges. Saxena took to LinkedIn to share her experience, criticizing both IndiGo's refund process and MakeMyTrip's unresponsive chatbot customer service.
Airline and Platform Responses
In response to Saxena's public allegations, IndiGo stated that a full refund had been initiated and advised her to coordinate with the booking platform, MakeMyTrip. Initially, MakeMyTrip confirmed they were verifying details with the airline. In a subsequent update posted in the comments section of Saxena’s LinkedIn post, MakeMyTrip confirmed that the refund had been processed and details shared directly with the customer.
Understanding Passenger Rights
This incident underscores a common point of confusion for air travelers. Generally, when an airline cancels a flight, passengers are entitled to either an alternative flight at no extra cost or a full refund. IndiGo's website states, "If your flight is cancelled or rescheduled from our end, you can use Plan B to change the time and/or date of your flight, or cancel and process a refund, at no additional cost." However, if a passenger voluntarily cancels, standard cancellation charges typically apply. For bookings made through travel agencies, airlines usually transfer the refund amount to the agency, requiring the passenger to claim it directly from the third party.