Overview
- A Mumbai traveller booked return IndiGo tickets to Bali for about ₹1.03 lakh and says IndiGo cancelled her original July flight then a reissued Mumbai–Singapore–Bali itinerary.
- The passenger says airline agents told her she would receive a full refund because the cancellations were initiated by IndiGo, yet she was later notified of a refund of roughly ₹67,500.
- She alleges nearly ₹40,000 was deducted as fees split between MakeMyTrip, IndiGo and ancillaries, and she shared screenshots showing a chatbot first confirming a refund before becoming unresponsive.
- IndiGo issued a statement saying a full refund had been initiated and asked the traveller to coordinate with the booking source, while MakeMyTrip said it verified details with the airline and later told the customer the refund had been processed.
- The case highlights gaps in refund transparency when carriers cancel flights, the handoff process between airlines and online travel agents, and the limits of automated customer support for resolving split refunds.