[Resolved]  Make My Trip — Deficiency in services

Address:

West Bengal

To
MakeMyTrip (India)Ltd
s-201,2nd Floor ideal Plaza
11/1 Sarat Bose Road
Kolkata 70020
Ph[protected]
[protected] Sanjit hazarika

Make My Trip: Deficiency in Services
I would like to share some of my “unlimited memories”
We 4 ( Vinay Dixit along with son Varun Dixit & Friend Vishal Manot with his Son Yash Manot) booked a Thailand Trip through Make My Trip Booking ID IN1303B25550 Tour Code MT3004
We boarded the Thai flight TG314 from Kolkata to Bangkok on 30th April 2013 and landed at around 6.10 AM and after coming out of the airport, we met Miss Nina, who told us that we need to wait till 10 am since another couple would be coming down from Mumbai flight at 9 Am. We told her that it was mentioned that the pickup was at 8AM; she refused to change and made us wait till 10. We were given an itinerary for MT3004-B with P.N.R No: R[protected] on the ITC BANGKOK CO LTD 50/980 Moo 9 Bangpood, Pakkret, Nonthaburi 11120 Tel[protected] email [protected]@itcbangkok.com
Finally 7 o[censored]s from Kolkata and two from Mumbai were transferred to Pattaya. The driver dropped us in front of hotel, kept our baggage out of the van and drove off without even being courteous enough to help us take it in.
We checked in at 11.45 am at ALL SEASONS PATTAYA to find out we could not check-in till 2PM, we had to spend time in lobby for 2 hrs. There was no one to guide us or meet us. They asked a deposit of 1000 baht per room, to which we were willing to deposit 100 US Dollar but they refused. Finally we had to get it exchanged from outside and deposited in hotel.
The hotel as per the make my trip itinerary was supposed to be 3 stars or equivalent, but it was not. We were in for a shock- the hotel is located in a narrow by lane- much away from any of the main tourist areas. The room did not have a tea Coffee maker and when I asked front desk I was informed that this facility is not available. The luggage boy kept on asking for the tip. Hotel did not even have the basic facilities making our stay and the entire trip more unpleasant and unbearable.
We waited at the hotel for the pickup as mentioned at 5 pm for ALCAZAR SHOW but there was no one to pick us up, we could not call the local contact since we were not carrying the local sim, we left hotel at 530 and bought a local sim to call them up but by the time we were back the van had picked up Mr & Mrs Bhattacharjee at 545 for the Alcazar show and we were shown as “No Show”. We were asked to be ready by 730 for dinner, the pick-up van arrived at 8 along with a person called KP in a motorcycle who got us dropped at the dinner place, Mumbai Masti, on reaching the restaurant we found ourselves once again in trouble since three halls were occupied with dinner and we didn’t knew where to have ours. We called up KP and made him talk to the manager/owner and finally had the dinner which was a very lousy one. After coming out we could not find the van and there after called up KP who asked us to take a local transport to reach hotel and the amount of 200 Baht would be reimbursed next day morning.
We went to bed at 10 Pm and when on bed my friend Vishal found the body itching, stood up and found the bed having BED Bugs all over called up the reception that responded after an hour and showed them the Bed Bugs to which they immediately shifted us from the 714 room to 806. As a result we could not have a proper sleep.
The Next day the pick-up van driver called us up in our room phone at 7.45 and asked us to be down by 8 or else he would leave. We somehow managed to get ourselves down without freshening up and found that the driver was going away we ran and managed ourselves to be in without having breakfast the driver was very rude and ruthless. He lacked in basic courtesy. He was not ready to listen to us; he only told us or did what was told him to by the travel agent. In a hurry we forgot to pick up shorts, towels etc for the coral tour, ending up with no activities.
We had tried to call KP but he did not pick up the phone it kept on ringing at last we had to call Make My Trip Mr Sanjit Hazarika (Kolkata office, Senior Executive – Sales.) to inform him the kind of facilities we were getting, he passed on the line to some madam to whom once again we had to narrate the complete story at our cost, she said she would get back to us within 15 minutes with a solution which she didn’t as expected. I informed my brother in Kolkata and he called them up and he was asked to shoot them a mail, which he did on 1st May 2013.
Thereafter we were picked up for the ALCAZER SHOW by the ruthless driver and reached there to find Mr Jack the local agent who got us the cheap tickets for the show.
After the show at 7.15 we were sent for dinner and once again there was no pick up van after the dinner, we called KP and had to wait for half an hour for the van.
He was avoiding us simply because he had to pay us 200baht, he did not care to give us 200 baht, and we had to ask for it as if we were begging. He was the one to tell us the day before to take a taxi and he would pay us the fare.
After the above instances we were all down at the lobby at 8.15 AM on the 3rd day, we had to wait till 9.45 AM for the pickup van to arrive. It seems as if time for us is not precious. If we are late by 5-10 minutes then the driver will leave us but if the driver is late then we will have to cooperate with him.
Finally we left Pattaya with a bitter taste and on the way to Bangkok hotel they took us to gems and jewellery and WAT PHO where we met Ms Nina and Mr Tyron wearing the Make my Trip Jersey. We told him about our bad experience in Pattaya, and about the
mail received from Anit Sarkar stating that Already advised the Tour Manager over there to take special care for the rest of the trip Request has been sent to provide better room to clients in Bangkok.
Even then No special care was provided to us.
The Hotel Howard Square Boutique was again a normal cheap hotel with no stars and far away from the Market place /Main town, Pratunam/MBK/Suan Lum etc the driver as usual left us outside the hotel. We were picked up from hotel for Dinner and the Van person took us to Asian Delight restaurant, as we picked up plates the owner/ manager came and asked us about the trip we were from after knowing he said that they do not have any booking for us. It was a mockery o[censored]s since every other person in the restaurant looked at us. The Driver spoke to someone and he took us to another hotel, Hotel Rasoi and immediately left us after dropping. Within 10 minutes Mrs Shyamali Bhattacharjee receives a message stating that we were not in Rasoi and the Driver has thus left us. I called up Tyron made him talk with the manager of the restaurant and informed him that we are already there he said that the van would reach by 9.30PM, Mr Uday Agarwal waited outside the hotel for the van while we had the dinner and drinks in Rasoi and paid for the Drinks. We called up Tyron to know about our pick up, he said that the driver waited for us for half an hour and left and now we need to go on our own. We all 7 people were in a swoop; neither were we carrying the hotel address nor the amount, while the local cabs could not understand the place Hotel Howard Square. We were around 15 mms away from the hotel in a foreign country and it seemed as if we are lost.
Uday Agarwal ,Mr & Mrs Bhattacharya and me along with my son tried to tell Tryon that no van was there but he was so adamant that at last we had to call up the tourist police. After receiving a call from them Tyron called up and informed us that the Rasoi people will be arranging the cab to send us back.
On talking to my brother he informed me that Make My Trip (Mr Anit Sarkar) had given us a complimentary Safari World & Marine Park tour for tomorrow and to get in touch with the local agent. The local agent Mr Tyron refused saying that they do not have any such information.
Mr Bhattarcharjee and Uday Agarwal was so much moved that they asked us to accompany them to lodge a complaint to Jaraounkung 101 RD, WATPRAYAKAI Police station Bangkok.
We reached hotel to find that the cooling of room very poor with no fans, we lodged a complaint but nothing was done. We along with the kids were completely tired and somehow managed to sleep.
Next, 4th Day we left for sightseeing & marketing and at around 11 Mr Tyron called up to let us know the complimentary vouchers he was having for 4 o[censored]s. He met us in Indira market and handed the same and included uday too since he was with us. But since half of the day had passed by and the next day we were to leave for Kolkata we were given Madame Tussauds and Siam Ocean world vouchers. In the night Mr Tyron was present at Rasoi Restaurant and waited for us and had us dropped in to our hotel.
Fifth day we visited the above 2 places along with Mr Uday and Bhattacharjee and felt very bad since Mr And Mrs Bhattacharjee kept waiting outside.
We reached hotel to find the Airport Van waiting outside, since we had bought TV the driver asked us to pay 100 Baht/TV. We called up Tyron but he said that yes we need to pay for it but we were not told anything as such nor anything related to this was mentioned in the itinerary or any other document given to us.
Overall, the agent, drivers were rude, ruthless ,disrespectful to our entire group and not at all understanding plus the local agents there were only interested in filling their pockets by trying to sell us local sim cards, changing currency and vouchers for safari world etc. etc. We had to shell out extra amount from our pocket and see the places.
Being in a foreign country I think every moment was precious, time shouldn’t be wasted but because of the drivers and agents a lot of worthy time was wasted.
The so called “Indian Food” offered there was equivalent to a langar service in a gurudwara. You state in your package “Indian meals at Indian restaurant.” However go with the notion that these restaurants are like a big hall where buffet meals of sub-average quality is kept. We preferred having food at our cost instead of having meals provided by you. We had lunch in Pattaya which was exceptionally well cooked, and same we did in Bangkok. But according to your agents the “Indian” meals provided were at the best restaurants of the city. They simply want to save money by providing food at cheap places. According to me Meals can be very easily skipped as they are a sheer wastage of our limited time and are not worth eating. We would be happier eating a burger.
Things were un-organized, there was plenty of miscommunication, agents went missing, and hence the entire tour could be summarized as a complete disaster.
Make my trip people talk very sweetly to trap us in the deal, once they get payment, “make my trip" does even bother to care and respond to their customers. Worst after payment service I have seen in my life. Their vendors in Thailand are some low class thugs running tours and travels locally, their service level is so bad, even if monkeys were given a chance would provide better service than their local vendors. They shout at you as though they are doing us a charity act, given a chance they will get physical also. If you cannot hire proper trained guides, you should not conduct the tour. As your commercials say “100% satisfaction or money back” I would seriously like you to return the money. & compensate my loss. Add to it the harassment which I have been subjected to because of such inefficient and bad service and this has turned out to be a nightmarish experience.
It says “make my trip – memories unlimited” yes, I have got unlimited bad and unforgettable memories. The trip was not even half its value. I trusted a company, who proclaims to be the best, but the experience was horrible. I simply wasted my money and time by booking the tour by “MAKE MY TRIP”. I WOULD NEVER EVER INVEST MY MONEY INTO MAKE MY TRIP PACKAGES AND WOULD NEVER RECOMMEND MAKE MY TRIP TO MY FRIENDS AND ACQUAINTANCES.
Looking towards a positive approach
Vinay Dixit

Mobile [protected]