MakeMyTrip announced the launch of yet another industry first and customer centric feature – Instant Refunds. With this offering, the company will immediately process the refund and notify the customer about the same instantly after the booking is cancelled. The company has already started processing instant refunds on hotels and domestic flights and will be extending this to its other offerings shortly.
Refunds are one of the biggest pain areas for customers across industries. In the case of travel, it is even higher, as the average transaction size is significantly higher than any transactions across other eCommerce platforms. On an average, it takes about three to four days to process refunds and till then customers keep speculating whether or not will they get their money back and whether it will be the correct amount or not. With MakeMyTrip’s new feature of Instant Refunds, as soon as the customer cancels his or her booking, the company processes the refund, and confirms the refund instantly. The customer is offered two refund options upon cancellation of the booking. For those who immediately need the refund amount they can opt to transfer the refund to their MakeMyTrip wallet, which will be processed and transferred instantly in the wallet for immediate use and for customers who are not looking at refunding the amount to their MakeMyTrip wallet, the refund will be processed instantly by the company and the amount will be reflected back in their bank accounts as per the bank’s policy.
Speaking about the new feature, Rajesh Magow, Co-Founder and CEO – India, MakeMyTrip, said, “At MakeMyTrip we have always focused on enhancing the overall customer experience and therefore have constantly developed customer friendly innovations relevant to their travel needs. Refund processing is an area of concern that needs an overhaul in all segments, especially eCommerce platforms. With the new feature of Instant Refunds, we are taking the lead in eliminating a key pain point for customers transacting online. We believe that this initiative will definitely help in enhancing the booking experience of customers on our platform(s) and will further help in catalyzing the offline to online shift in bookings. While the feature is already live, we will continue to enhance the service to cover a wider range of options.”
To explain, consider this case. Rajesh has to travel to Ahmedabad to attend a business appointment on 30th July 2016. He books his flight tickets with MakeMyTrip from New Delhi to Ahmedabad for 30th July for XX amount. A week before his flight he gets a notification that his appointment is rescheduled for 01 August and will now happen in Bangalore. Now, Rajesh decides to cancel his current flight booking for 30thJuly and rebook the same for 01 August to Bangalore. With MakeMyTrip’s instant refund, the moment he clicks to confirm his cancellation, he instantly gets a confirmation from MakeMyTrip that his refund has been processed. Here, Rajesh has two options either he can get the refund transferred to his bank account or his MMT wallet. In the first case, the company will process the refund instantly and the refunded amount will reflect in his account as per the bank’s processing timelines. If Rajesh chooses to transfer the refund amount to his MakeMyTrip wallet, MakeMyTrip will instantly transfer the refund amount to his wallet and the same will reflect for immediate use. Rajesh chooses the second option and rebooks his flight ticket to Bangalore, scheduled on 01 Aug 2016 hassle free and conveniently.
MakeMyTrip’s new feature is in line with the company’s continuous efforts for demonstrating its focus on customer centricity and technological advancement. As a company, MakeMyTrip has always had technology at its core and has been at the forefront of providing the customers hassle-free booking experience with technology as an enabler. Previously, the company launched The Great Indian Getaway – India’s first & biggest app-only travel sale; App-specific discounts – Appy Hours & Trippy Tuesdays; India’s first 5-language vernacular railway app and many more initiatives. Remaining reliable, efficient and at the forefront of technology, MakeMyTrip’s commitment and customer-centricity allows it to better understand and provide for its customers’ diverse needs and wants, and deliver consistently.