My ₹4.5 lakh Thailand holiday with MakeMyTrip turned into a nightmare — MMT has now closed my complaint after offering ₹5,000 + a ₹10,000 voucher

I’m posting this because I want other travellers to know exactly what happened before booking an expensive international holiday through MakeMyTrip.
Booking ID: NL2203685960582
Total holiday package: ~₹3 lakh
Flights: ~₹1.5 lakh
Destination: Thailand
I raised a detailed complaint with MakeMyTrip after returning from the trip. After multiple rounds of correspondence, MMT has now closed the complaint while refusing any further compensation.
Their final offer was:
₹5,000 refund
₹10,000 Future Travel Voucher
₹1,035 refund towards one ticket-related charge
I rejected this because I don’t consider a future MMT voucher to be meaningful compensation for a trip where I experienced multiple service failures.
What went wrong?
1. 🐅 Tiger Park — unclear ticket inclusion
The package included a Tiger Park ticket, but the ticket did not include the Touch the Tiger experience.
We had to pay 2,840 THB for four people at the venue.
MMT’s position is that only the “entry ticket” was included.
My question to them was simple: if the important experience was excluded, where was that limitation clearly disclosed to us before the trip?
I’m not disputing that an entry ticket was provided. I’m disputing the lack of clear information about what that ticket actually included.

2. 🍚 Vegetarian food — serious coordination failure
We are a vegetarian Indian family.
During the trip:
Hotel breakfast options were extremely limited.
Food that was served as vegetarian was prepared using fish oil, making it unsuitable for us.
On the All Star Cruise, we found essentially no suitable Indian vegetarian meal.
We ended up having to sit through part of the experience without proper food.
MMT initially said there was no specific vegetarian remark in its system.
If the customer’s dietary requirement wasn’t properly communicated to the hotel/vendor, why should the customer bear the consequences of that coordination failure?
MMT says it is still checking compensation for this issue, but has nevertheless now closed the overall complaint.

3. 🚤 Coral Island — my biggest concern is the safety issue
This is the issue I am most unhappy about.
During the Coral Island excursion, we were travelling in a speedboat at high speed.
We raised concerns regarding life jackets.
MMT’s response was essentially:
life jackets were available on the boat and guests were required to wear them themselves.
The problem is that availability of life jackets is not the same thing as passengers being properly instructed and equipped to use them.
The jackets were stored in the boat rather than being individually distributed to us before departure, and we were not properly briefed regarding their retrieval/use.
When I asked MMT to provide the basis for its claim that passengers were supposed to retrieve and wear them themselves, I was told during a call that I should provide evidence from the entire 40-minute journey proving that instructions were not given.
That response honestly shocked me.
I’m not claiming I can prove the absence of every sentence spoken during 40 minutes.
I’m asking:
What evidence does MMT have that passengers were actually instructed to retrieve and wear the life jackets themselves?
A photograph showing life jackets somewhere on a boat doesn’t establish that a safety briefing occurred.
MMT has now refused compensation for this issue.

4. 🛶 Kanchanaburi — the actual issue was the activity choice
I want to correct something from my original complaint here.
I initially mentioned a waterfall issue, but after reviewing the itinerary I realised that point was incorrect, so I am withdrawing that allegation.
The actual issue was different:
The itinerary indicated a choice between Longtail Boat and Bamboo Rafting.
We were not offered that choice. We were simply placed on the Longtail Boat.
When I raised this with MMT, I was told that the choice was “subject to availability.”
My question:
Where was “subject to availability” disclosed in the booking/itinerary?
If availability was a material limitation on the advertised choice, why wasn’t that communicated before the trip?

5. 🏛️** Sanctuary of Truth — why were we forced to change the itinerary**?
The Sanctuary of Truth timing was changed approximately one day before the activity.
We were told by the on-ground team that we had to adjust our itinerary around the revised timing.
We agreed because we were told that this was the required arrangement.
However, when we actually reached the venue, the Sanctuary staff informed us that tickets/entry were available much later — until approximately 9:30 PM.
The booking information had also indicated “ANYTIME.”
So my question remains:
Why were we compelled to restructure our itinerary around an approximately 5 PM restriction when later entry was available?
MMT’s answer is essentially:
You were informed and agreed.
But agreeing to an altered arrangement after being told that it was necessary does not explain why the information given to us was different from the actual availability at the venue.

6. 💸 Hidden/mandatory charges
There were also additional charges that were not properly communicated beforehand.
For example, at Frost Magical Ice of Siam, we were required to pay an additional entry charge.
Importantly, MMT acknowledged that the applicable information had not been communicated to us before the trip and agreed to refund the amount.
That’s one issue where MMT itself has effectively acknowledged a communication failure.

7. 📞 Customer service / representative conduct
There was also an issue with the conduct of the concerned representative, Mr. Ashutosh.
During the Sanctuary of Truth discussion, when we were trying to understand why the itinerary had been changed, I was told:
“Activity to karwa raha hu na aapko.”
I found this extremely dismissive.
We had paid for the holiday. The services weren’t being provided as a favour.
MMT apologised and said feedback had been shared with the seller, but I don’t consider that an adequate resolution of the larger issue.

What happened after I complained?
I went through MakeMyTrip’s internal grievance process multiple times.
Eventually, MMT offered:
₹5,000 refund + ₹10,000 Future Travel Voucher + ₹1,035 refund
I rejected the offer and requested ₹50,000 monetary compensation, along with reimbursement of documented expenses.
MMT subsequently stated that there would be no change to its resolution and closed the complaint.
I have now also escalated the matter through:
National Consumer Helpline: 9888866
Ministry of Tourism: DTOUR/E/2026/0001504
PMO Public Grievance: PMOPG/E/2026/0152492
I’m considering taking the matter further through the appropriate consumer forum as well.
Why am I posting this?
I’m not posting this simply because I disliked a holiday.
I paid a substantial amount for an international family holiday and expected the itinerary, inclusions, food arrangements, vendor coordination and safety arrangements to be communicated properly.
What concerns me most is how the complaints were handled afterwards.
Several issues were either attributed to vendors, treated as misunderstandings, or answered without addressing the actual question being raised.
I’m sharing the correspondence and evidence so that people can judge the situation for themselves.
If MakeMyTrip believes my account is incorrect, I’m happy for them to respond publicly with their evidence and explanation.
I will also update this post if MMT provides a satisfactory resolution.

TL;DR: Paid ~₹4.5 lakh for a Thailand holiday through MMT. Multiple issues involving ticket inclusions, undisclosed charges, vegetarian food, activity selection, itinerary/timing changes, vendor management and a Coral Island safety concern. MMT ultimately offered ₹5k cash + ₹10k voucher + ₹1,035 and closed the complaint after I rejected it. Formal consumer grievances have been filed. Sharing the documented experience so other travellers can make an informed decision.