MMT Customer Care: A Complete, Practical Guide

What MMT Customer Care Covers and When to Use It

MakeMyTrip (MMT), founded in 2000, supports end-to-end travel across flights, hotels, homestays, holiday packages, trains (via IRCTC), buses, and cabs. MMT customer care primarily helps with booking confirmations, date/time changes, cancellations and refunds, payment issues, no-show and overbooking situations, voucher redemptions, and add-on services like meals, seats, baggage, and insurance claims guidance.

Because MMT is an online travel agent (OTA), many outcomes—especially for flights and trains—depend on the underlying airline or IRCTC policy. Customer care acts as your facilitator: they obtain waivers when possible, submit change/cancellation requests, and track refunds from providers to your original payment method. For fastest resolution, always contact MMT through your logged-in account with the relevant booking ID or PNR so they can verify and act on your case.

How to Reach MMT Customer Care (Fastest Paths, Verified Links)

The most reliable way to contact MMT is from within the app or your logged-in account on makemytrip.com. This ties your request to your booking ID, enables secure verification, and exposes the appropriate priority queues (e.g., upcoming travel within 24–48 hours). Expect 24×7 support for urgent, near-travel scenarios (e.g., same-day flight disruptions) and standard hours for non-urgent billing or voucher queries.

Be cautious of phone numbers surfaced by search engines or shared on social media; spoofed “support” lines that ask for OTPs or UPI collect approvals are a common fraud vector. If you prefer a phone conversation, use the in-app “Request a call back” option so the call originates from MMT and is context-aware.

• Official website: www.makemytrip.com (Help/Support appears under “My Trips” after login)
• App navigation: My Trips → Select booking → Need Help → Chat/Call back → Choose issue category
• Social handles for updates/escalation context only: X/Twitter: @makemytrip; Facebook: facebook.com/makemytrip; Instagram: instagram.com/makemytrip
• Do not share OTPs, card CVV, or approve unknown UPI requests. Legitimate MMT flows never require you to share these over phone/chat.

Timelines, Fees, and Refund Mechanics (What to Expect)

Refunds generally post back to your original payment method. For most cards and UPI, once the airline/hotel/operator authorizes a refund, MMT typically reflects a “processed” status within 24–72 hours and funds appear in 2–7 working days (banks vary). If the provider is slow, total time can extend to 7–15 working days. If you still don’t see funds after MMT marks a refund as processed, ask for the ARN/RRN or transaction reference number and check with your bank.

Convenience/service fees charged by MMT are commonly non-refundable unless MMT initiated the cancellation or explicitly waived fees. Provider penalties are separate: airlines, train authorities (IRCTC), hotels, and bus operators may retain part of the fare based on their rules and your timing relative to departure/check-in. Always review “Fare Rules” or “Cancellation Policy” on the checkout page—fees can differ sharply by fare family, brand, and route.

Flights: Changes, Cancellations, and DGCA Protections

For domestic India flights, airline cancellation penalties are frequently in the ₹3,000–3,500 per passenger per sector range, plus any residual OTA fees; international penalties vary widely by fare and route. Rescheduling typically incurs an airline change fee (often ₹2,250–3,000 domestically) plus any fare difference. No-show passengers usually forfeit most of the fare. Submit changes through the MMT app so the correct waiver/fee matrix applies.

If the airline cancels your flight or reschedules it by a significant margin (e.g., 2+ hours on many domestic itineraries), you can usually choose a free change to a comparable flight or a full refund. MMT facilitates this with the carrier. Refunds are governed by airline and DGCA norms; in practice, airlines often commit to processing within 7 working days once the case is approved. Keep your PNR, ticket number, and any airline communications handy for faster handling.

Trains (IRCTC): Refunds and TDR Filing

For e-tickets booked via MMT, refunds adhere to IRCTC rules. Fully waitlisted e-tickets auto-refund; partially confirmed or RAC tickets follow IRCTC timelines and cutoffs. If the train is canceled, a full refund is typically automatic. For other cases (e.g., passenger not traveled due to delay, AC not provided), you may need a TDR (Ticket Deposit Receipt) filing within IRCTC’s time windows—MMT can route this for you if you initiate from the app under the booking.

IRCTC processing may take several days to weeks depending on case type. Watch for status updates inside MMT and via email/SMS. If you need to escalate train-specific issues, RailMadad (phone 139 or railmadad.indianrailways.gov.in) and IRCTC helpdesks can supplement MMT’s support.

Hotels and Holiday Packages: Policies and Overbooking Handling

Hotel cancellations vary from fully flexible (0% penalty until a certain date) to strict non-refundable. Prepaid, non-refundable rates are common during peak seasons or events. Pay-at-hotel reservations usually include a cutoff (e.g., 24–72 hours before check-in) after which the property can charge the first night or full stay. Package bookings combine multiple suppliers; changes/cancellations often carry composite penalties and stricter timelines.

If a property is overbooked or denies check-in, contact MMT from the lobby. Customer care will verify with the hotel and aim to relocate you to a comparable or better property at similar cost. Keep invoices and any extra expenses documented; reimbursement assessments typically require check-in denial proof and valid receipts.

Buses and Cabs: Cutoffs and Operator-Driven Fees

Bus cancellations commonly allow partial refunds up to a cutoff (e.g., 4–24 hours before departure), with 0–100% retention depending on how close you are to boarding time and the operator’s policy. If the operator cancels a service, you are generally eligible for a full refund or alternative service; raise the request via MMT with your ticket ID.

Airport cabs booked through MMT follow the partner operator’s T&C. No-shows or late cancellations near pickup time may incur charges. Share the driver’s call/SMS logs and app screenshots with MMT when disputing a no-show or overcharge to speed resolution.

Escalation Matrix and Regulators (When Things Stall)

If an issue remains unresolved beyond the stated timeline, escalate within MMT first: in the app, open your booking, choose Need Help, then look for escalation options or ask the chat agent to “escalate to a supervisor.” Ask for a written acknowledgement with a case ID and the next action due date. For payment refunds, request the ARN/RRN to verify status with your bank after 48–72 hours.

For airline-related grievances that remain unresolved, you can lodge a complaint on the government AirSewa portal/app (airsewa.gov.in). For consumer protection in India across categories, the National Consumer Helpline (NCH) is reachable at 1915 or consumerhelpline.gov.in. Train-specific issues can be raised via RailMadad (phone 139). Use these channels with your MMT case ID, PNR/booking ID, and evidence to improve outcomes.

Security and Proof: Protect Yourself and Speed Up Resolutions

Always verify you are on the real domain (makemytrip.com) or the official app. MMT will never ask for your card PIN, CVV, net-banking password, or to approve a random UPI collect request. If you receive an unexpected call claiming to be support, hang up and request a call back from inside the MMT app so the session is authenticated and linked to your booking.

The fastest resolutions happen when you provide complete, verifiable documentation in one go. Keep your booking ID/PNR, timeline of events, screenshots, and payment references ready. When banks are involved, an ARN/RRN or UPI transaction ID is the most efficient way to trace funds.

• Have ready: booking ID and PNR/ticket number, passenger names, travel dates, and fare rules
• Payment proofs: last 4 digits of card, masked statement, UPI/IMPS reference, ARN/RRN from bank
• Disruption evidence: airline/hotel emails/SMS, photos of hotel denial/overbooking notices, driver/chat logs
• Refund tracking: MMT case ID, dates of each interaction, and any promised timelines

Real-World Scenarios and What to Ask For

Flight reschedule ≥120 minutes: ask MMT to process a full refund or rebook you on a comparable flight at no extra cost, per airline policy. Payment captured twice: share both bank transaction IDs; ask MMT for the refund ARN/RRN for the duplicate debit and set a 2–5 working day follow-up. Hotel walk-in denied: request same-night relocation; if you must self-book to avoid being stranded, keep GST invoices and get a written denial from the property to claim reimbursement.

Bus canceled by operator: request a 100% refund or free move to the next available service. Train charting leads to partial confirmation you can’t use: consult MMT about TDR eligibility and file within IRCTC timelines. In each case, pin MMT down to a clear next action, a target date, and confirm everything by email/SMS inside your ticket thread so you have an audit trail.