MakeMyTrip — My worst experience with customer care PNR No. - YQC4FA

Hello,

I have had the worst customer care experience with the makemytrip. I seriously am so much frustated with the way customer care talks and answers your query.

I wanted to reschedule my parents tickets because of medical emergency which was booked for 29th Aug (PNR No. - YQC4FA). I called up yesterday (5th June) and talked to "Ruchika". After talking for an hour on phone she told me that the reschedule penalty is 300$ plus the airfare difference. I asked her to book it for 14th of july because on makemytrip website I could see the airfare was $726 per ticket (means the airfare difference would be $4). She told me that the airfare difference on her system is 100$. I do not understand why two interfaces of the same system is giving such a big difference. She explained it to me that sometimes airlines put extra charges for the reschedule. I asked her whats the cancellation charge? She replied after "10 minutes" and checking on the system that its the same as reschule penalty which is $300. I said just go ahead and cancel my tickets and I will book it again from your website. It was saving me 200$, makes sense?

She said if she can call me back after doing all the formalities and confirm it. I said I am fine with that.

I did not recieve any calls from makemytrip for one day. After checking on the website again I found that airfare was increased for 14th of July. Even though I could see for 15th of July its showing 724$ (airfare differnce of $2 from my original fare).

I called up again today (6th of June) and I talked to "Sapna". After again going through the same process and an hour long call, she told me that the airfare difference is $60, why? On your website its showing 10 different flights with airfare difference of $2??? she explained that she is giving me the confirmed seats and on the website you never know if its confirmed, weird isn't it???

I asked "Sapna" to just cancel my tickets (I wanted to avoid all this discussion) and I will book it through website. She told me that cancellation charges are $375??? Why "Ruchika" told me its $300 and I asked her the same. She said "oh its Ruchika, let me talk to her" and after talking to her she said "by mistake she quoted $300 to you"? MISTAKE after checking the system and after an hour long waiting on call?

I asked "Sapna" if I can talk to any supervisor or Manager because I am not getting the answer. She said that nobody is there and they will come at 10:30 AM (right now it should be 7:30 AM). So all the agents work without any superior in the company? When I asked she gave me the names of her Manager "Gaurav Kamboj" and "Deepthi Khare".

With no other options I contacted the web chat if I can get some answers there. I talked to "Rishabh Bhardwaj". After explaining him everything he mentioned that he will connect my chat to the concerned department. He connected me to "Sapna" again, what a coincidence???? I am speachless! I asked her if I can get the phone number or email id? she did not reply back to me. THERE IS NO ANSWER ON THE WEB CHAT FOR 20 minutes! "Are you there Sapna" and the answer is "yes", but where are my answers?

I don't know what should I do and where should I contact. If this is the customer care service I am sure makemytrip will fall down very badly in future. In this age of so much competition you are causing so much inconvience for the customer and wastage of time. There is no answers and everybody is quoting a different price, and the best part is there is no synchronization in your own system? And you don't get your answers at all.

I am really afraid If I want to do business with makemytrip again! I have been a customer since long but I seriously dont want to go through makemytrip customer care at all.

Could you please help me out in reschedule? or please help me talking to anyone responsible and who knows the process! Please someone answer why there is so much money difference in the makemytrip website and customer care system? Does they pull air fare from difference resources?

If there is anybody listening please contact me on my phone[protected], or please reply back to this email. I will really appreciate it.

I am also forwarding the transcript of the chat I recieved on the email. I wish if it could have shown how much I had to wait for a reply.

Thanks,
Nish