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UTL;DR: MakeMyTrip closed my Visa Protection Guarantee claim ticket without resolution by misusing my consent — what are my legal options?
Hey everyone, looking for some guidance on what I can do legally against MakeMyTrip. Here’s the full story:
I booked international flight tickets on MakeMyTrip and had purchased their Visa Protection Guarantee add-on, which promises a full refund on flight tickets in case of visa rejection.
My visa got rejected, so I filed a claim on 16th April 2026 and submitted all the required documents as asked.
On 20th April, a MakeMyTrip representative emailed me acknowledging the claim was initiated and additionally asked me to submit my visa rejection letter and passport copy.
At some point before this, MakeMyTrip contacted me saying there was a duplicate ticket raised for the same issue and asked if they could close it. I agreed, assuming they meant only the duplicate. I never gave consent to close my actual claim, which was still unresolved.
On 26th April at 12:34 AM, I sent a follow-up email asking for a status update on my claim.
At 12:36 AM, literally 2 minutes later, they closed my ticket. No refund. No explanation. Just a generic email saying your ticket is now closed, visit My Trips for more information.
I believe they used my earlier consent to close the duplicate ticket as justification to shut down my actual unresolved claim. I never agreed to close the main claim without a resolution.
To make things worse, their customer care number is now completely unreachable, leaving me with no way to follow up or escalate.
I have the email thread as proof, including the timestamps. I do not have a recording of the call where they asked about the duplicate ticket.
What I’ve done so far:
– Filed a grievance on the NCH portal (consumerhelpline.gov.in)
What I want to know:
1. Does my consent to close the duplicate ticket legally count as consent to close the main claim?
2. Can I send them a legal notice myself, or do I need a lawyer for that?
3. Is this strong enough to take to Consumer Court / DCDRC? What’s the process?
4. Any other legal steps I should be taking in parallel?
Any help is appreciated. Thanks!
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