[Resolved] MakeMyTrip — Misleading Advertisements and Cheating | |
I am writing this letter with the motive to inform people who are planning to take any kind of services from Make My Trip in India or abroad. Also I would like to urge all of you to bring it to the attention of every possible reader/viewer etc. In the below passages I will write in detail about my experience with this pathetic organization and how people involved in this organization mislead innocent customers and manipulate things. I am an NRI based in Dubai and was looking for a holiday package to Europe for a week’s duration. After going through many advertisements in the newspapers and websites I finally found a trip “European Highlights” being offered by makemytrip.com. This package was offered on their India website. Since I am based in Dubai I contacted their India office through their online chat option. I was serviced by a chat operator “Jiteneder Sharma”. He told me that I can avail the same offer from Dubai as well as they have an office in Dubai. This office in Dubai is by the name of Apollo Flight Centre. The very next day I called up Apollo Flight Center to enquire about the said package. I was serviced by a lady called “Gertrude”, she asked me to visit their UAE based website makemytrip.ae for further details. On visiting the site I got the below information: Package Name – European Highlights Price - USD 1499 per person on twin sharing basis. Duration - 6 nights and 7 days. Departure Date - 25 July, 2009 (Information as published on their website is saved in the document attached.) The above package included the Air Fare, Hotel Accommodation, Sight Seeing, Meals and Guided Tours etc. The above details suited my requirement; hence I contacted Ms Gertrude from Apollo Flight Centre to give me the final quote for 4 adults and 3 infants so that I can book the package. And this is where the whole PROBLEM started. This lady was completely IGNORANT of the package/process and for more than a week she kept giving me different quotes and prices. Every time I used to ask for any additional information regarding the package, her previous quote would change without any reason. On asking why the rate has changed, she would have no answer. This was getting very irritating and confusing for myself. During all this confusion I was contacted by the General Manager (Malco Rodriguez) of Apollo Flight Cetnter. He himself apologized for the incorrect information being provided by his staff and assured me that in a day or two he will personally provide me with all the services that I require. In spite of talking to the GM of Apollo Flight Centre, there was no progress and for more than 10 days I still did not had a quote of the package. Gone through all this and still waiting, I decided to bring it to the notice of the CEO(Deepak Kalra) of makemytrip.com, hoping that things would get streamlined. I wrote my complete incident to Mr. Deepak Kalra (CEO, makemytrip.com) and copied Mr. Malco Rodriguez (GM, Apollo Flight Centre). Within half an hour I received a call from Mr. Malco. He tried to pacify me and apologized for everything that had gone wrong. I would like to quote his words here “Mr. Kashyap, I would not be able to sleep until and unless I resolve your matter”. Mr. Malco asked me for a day’s time to resolve the issue. The next day I got a call from him that he had finalized the prices and everything but he would require another 2-3 hours to confirm on the departure dates. I had started to feel comfortable that now the things are speeding up but I was wrong. There was no communication from him since then till date. Another 2-3 days passed and time was running. I had no clue what was going on as no one was in a position to help me out here. It had been approximately 15 days and till date I did not had the quote. Seeing no response again from makemytrip.com Dubai office, I wrote to Mr. Deepak Kalra (CEO, makemytrip.com) again. This time I was contacted over the email by Ms Geeta Eral (customer service Manager India, makemytrip.com). She apologized for all the inconvenience that I had to go through because of makemytrip.com and assured me that she will get back to me on resolving the issue ASAP. She also mentioned that I can write back to her for any issue directly.I thought that this time something will happen and I will finally be able to book a package for my family and friends but as earlier I was wrong. Ms Geeta did not replied to me for another 2-3 days . I was wondering what is happening on my issue. On writing back to Ms Geeta for the status on my issue, I got a reply that we are working out on the departure dates and it would take another 3-4 days for finalizing the same. I got really very irritated . I was unable to understand what were they trying to finalize. Everything that a customer needed was mentioned on their advertisement banner on their website. I was not asking for a customized package for myself but what was mentioned on their website. I wrote back to Ms Geeta (copying the CEO) strongly that why it is taking so long to book a package which is advertised on your website. I even asked her to let me know if their company was not in a position to offer the package as advertised on their website. I got no reply from her. It had been around 20 days that I have been breaking my head with fools in makemytrip.com but no resolution. After 20 days later I am being contacted by Mr. Manoj Gagwani (Head International Business India, makemytrip.com). As usual he apologized and gave me the same stories which I have heard from Mr. Malco and Ms Geeta Eral. He asked me to give him 2-3 days and he will finalize everything and get back to me. Even after a week there was no response from the so called Head – International Business of makemytrip.com I completely understood that they are just trying to fool customers and not in a position to offer what they have stated on their website. I wrote my last mail to the CEO by copying all the above people with whom I have corresponded with. I clearly wrote that I will be highlighting this whole incident to the relevant authorities in India and UAE so that innocent customers are not cheated. In the end I would like to strongly highlight/summarize the below points: Staff working in makemytrip.com unaware/ignorant of what their company is advertising. Serious training issues with staff in makemytrip.com. Service level of makemytrip.com is far below the standards. Misleading information being published on their website as well as brochures. Unable to provide what is being promised in the advertisements. Which is an offense in the eyes of the law. Lot of hidden cost not told to the customer at the time on enquiry, that is the reason prices keep changing everytime. Cheating Indian as well as foreign customers by their planned nexus. It is my kind request to take this incident seriously and strong action needs to be taken against such organizations who are looting customers money, breaking all the laws and still in business. I might be one of such thousand customers who had been mislead by makemytrip.com. But as being a responsible citizen it becomes my duty to highlight these issues to the public. (Banners as advertised on makemytrip.com are attached in the document) Thanks and Regards Saujanya Kashyap Contact - [protected] Was this information helpful? | |
May 10, 2017 Complaint marked as Resolved Verified Support Nov 15, 2009 MakeMyTrip India Customer Care's response Dear Customer, With reference to your comment posted above, kindly share your MakeMyTrip Booking ID and more details on the type of booking it was - air, rail or bus ticket - for us to look in to resolving the issue for you. Regards, Devika Khosla MakeMyTrip Customer Care Verified Support Nov 15, 2009 MakeMyTrip India Customer Care's response Dear Customer, We checked our records and found that your cancelled ticket has been re-issued by MakeMyTrip.com. As communicated to you, the case has been addressed and resolved to your satisfaction Regards, Devika Khosla MakeMyTrip Customer Care Verified Support Dec 11, 2009 MakeMyTrip India Customer Care's response Dear Ms. Geetha, With reference to your post, I apologize for the inconvenience you have faced in your interaction with MakeMyTrip. Kindly note, a full refund for your MakeMyTrip Booking ID FLT[protected] has been processed. The refund reference number (RRN) for this is[protected]. You can expect the amount to reflect in your account with 5 business days, depending on your billing cycle and bank. At MakeMyTrip, we pride ourselves in our customer service and product offering and assure you that your experience was certainly not the norm. We are hopeful that you will give us another opportunity to assist you with your travel needs in the future. Regards, Devika Khosla MakeMyTrip Care Verified Support Dec 22, 2009 MakeMyTrip India Customer Care's response Dear Mr. Thulaseedharan, With reference to your post above, I would like to apologise for the inconvenience you faced during your interaction with us. As communicated to you by MakeMyTrip, we have initiated a full refund for your booking. The amount will be reversed via the same mode of payment that you used to make the booking online. I would like to assure you that at MakeMyTrip, we pride ourselves in customer service and the lapse you faced in your interaction with us is by no means a norm that we follow. We do hope you give us another chance to assist you with your travel requirements in the future. Regards, Devika Khosla MakeMyTrip Customer Care Verified Support Jan 21, 2010 MakeMyTrip India Customer Care's response Dear Bipin Nair, As per the details, we were unable to reach you over the phone. However, we had emailed you all the information regarding activation of your vouchers. We have not heard from you thereafter. Kindly email [protected]@makemytrip for anything further. Regards, Devika Khosla MakeMyTrip Care Verified Support Jan 28, 2010 MakeMyTrip India Customer Care's response Dear Anubhav Singh, With reference to your post above, kindly share your MakeMyTrip Booking ID in order for us to retrieve the details of your booking. You can email this along with your contact details to [protected]@makemytrip.com. Regards, Devika Khosla MakeMyTrip Care Verified Support Feb 09, 2010 MakeMyTrip India Customer Care's response Dear Mr. Kumar, With reference to your post above, the MakeMyTrip Booking ID you've mentioned - IN091R0214842 - is invalid. Can you please share your email address you used at the time of booking. You can email the information to [protected]@makemytrip.com. Regards, Devika Khosla MakeMyTrip Care Verified Support Feb 10, 2010 MakeMyTrip India Customer Care's response Dear Mr. Kumar, As communicated to you by MakeMyTrip, the refund has been initiated for Rs. 7773.00 for your MakeMyTrip Booking ID FLT[protected]. The Refund Reference Number is [protected]. You can expect the amount to reflect in your account within 5 business days. Regards, Devika Khosla MakeMyTrip Care Verified Support Feb 22, 2010 MakeMyTrip India Customer Care's response Dear Mohammed Aleem, With reference to your post and subsequent communication with ShiftThoughts, the team attempted to deliver the voucher to you twice but without success. Therefore, we are processing your refund for the voucher amount to you. Regards, Devika Khosla Verified Support Mar 04, 2010 MakeMyTrip India Customer Care's response Dear Sumit Basu, With reference to your post above, we have retrieved the call and voice log of your conversation with our representative. As per the call and voice log, it was communicated to you that there is an advance 30 day purchase condition as well as other relevant details of the offer. If you would like us to share the call and voice log, kindly share an email address with us where we can email it to you. Reagards, Devika Khosla MakeMyTrip Care | |
 125 Comments | |
Comments
Inspite of repeated calls and written emails, MMT is not responded back to me the reason why I am not able to use the ecash from my wallet while doing the international flight booking.
I am really frustated with their behavior.
Appreciate if someone can step in and get this resolved.
I am really frustated with their behavior.
Appreciate if someone can step in and get this resolved.
Dear Shailendra Kumar Goyal
We were looking into your concern but have found that a few important details are missing.
Please provide us with the following details:
- Booking ID or
- Email address used at the time of booking
We await your response to get the matter checked at our end.
Assuring you best of our services.
Team-MakeMyTrip Care
We were looking into your concern but have found that a few important details are missing.
Please provide us with the following details:
- Booking ID or
- Email address used at the time of booking
We await your response to get the matter checked at our end.
Assuring you best of our services.
Team-MakeMyTrip Care
I have faced the similar incidents with them and need to know if anyone knows any escalation details
I have already paid advance on one of my existing holiday package and now I'm stuck as they are not returning my money back even though I am cancelling 3 months in advance of the trip.
Please someone help me with the escalation details if you have any
I have already paid advance on one of my existing holiday package and now I'm stuck as they are not returning my money back even though I am cancelling 3 months in advance of the trip.
Please someone help me with the escalation details if you have any
I have faced the problem by make my trip too.
Clear misrepresentation by them.
had booked return flight tickets for my office colleagues from Coimbatore to New Delhi on 4th July 2016. The return tickets were for the date 28th August 2016 i.e., Sunday.
On make my trip site the flight details were stated as:
- Indigo flight (6E-882/244), 1 stop flight from Coimbatore will departure on 14:10 and will arrive on 19:25 to New Delhi. Total journey duration is "5hrs 15 mins"
- However after payment process had been done & when I received the tickets the scenario was something different Indigo flight 6E 882 will fly off from Coimbatore at 14:10 and reach Chennai at 15:25 and there after Indigo 6E 704 flight will fly from Chennai at 22:35 and reach Delhi at 1:20 which make the the total journey duration as "11hrs 10 mins"
Ticket (booked on 04/07/2016) & snap shot of the site (dated 23/08/2016) has been attached. Spoke to Makemy trip customer care (personnel names are: Javed, Parv and Sheetal) were you can check the call record too, but did not provide satisfactory reply to me. I would require full refund of money.
Respected forum please note that the matter has not been resolved.
You can please check the call records & email conversation that I have asked for full refund and make my trip personnel have accepted that they have made a misrepresentation but still they have deducted al the penalty and make my trip charges and credited my credit card account with INR 5640 only instead I have asked for a refund of INR 16593/-. Further please note I have not even given my consent to proceed with the refund process they initiated the process on their own.
I am attaching the email conversation for your reference.
[protected] Forwarded message[protected]
From: Iticketing
Date: Sun, Aug 28, 2016 at 9:47 AM
Subject: RE: NF[protected]
To: Venkatesh Bangera
Dear Mr. Venkatesh Bangera,
Thank you for your revert.
Ok Sir! As you want to know the cancellation penalty for both flights and refundable amount i.e
6E -704 MAA-DEL- Cancellation penalty is - 2250 INR+300 Make My Trip Service Charge Per Passenger Per Sector.
6E-882 CJB-MAA - Cancellation penalty is - 1140 INR +300 Make My Trip Service Charge Per Passenger Per Sector.
And you have paid total amount for this booking is 16593 INR.
Kindly share your screenshot with us by tomorrow morning else we will process the refund by tomorrow evening with applicable penalties.
Best Regards
Sheetal Malik
[protected]@makemytrip.com
From: Venkatesh Bangera [bangera.[protected]@gmail.com]
Sent: Sunday, August 28, 2016 9:25 AM
To: Iticketing
Cc: venkatesh. bangera
Subject: Re: NF[protected]
Dear Sheetal,
I have the Desktop Screenshot of the said site since I am travelling I will be able to send the same on Monday morning at around 10:30am.
Further for my knowledge can you let me know how much I will get in refund with all the cancellation charges means (i.e., ticket amount and the refund amount)
Regards,
Venkatesh Bangera
On 28 Aug 2016 9:20 a.m., "Iticketing" wrote:
Dear Sir,
Kindly find attached screenshot which you have provided to us...
Best Regards
Sheetal Malik
[protected]@makemytrip.com
The contents of this email, including the attachments, are PRIVILEGED AND CONFIDENTIAL to the intended recipient at the email address to which it has been addressed. If you receive it in error, please notify the sender immediately by return email and then permanently delete it from your system. The unauthorized use, distribution, copying or alteration of this email, including the attachments, is strictly forbidden. Please note that neither MakeMyTrip nor the sender accepts any responsibility for viruses and it is your responsibility to scan the email and attachments (if any). No contracts may be concluded on behalf of MakeMyTrip by means of email communications.
The contents of this email, including the attachments, are PRIVILEGED AND CONFIDENTIAL to the intended recipient at the email address to which it has been addressed. If you receive it in error, please notify the sender immediately by return email and then permanently delete it from your system. The unauthorized use, distribution, copying or alteration of this email, including the attachments, is strictly forbidden. Please note that neither MakeMyTrip nor the sender accepts any responsibility for viruses and it is your responsibility to scan the email and attachments (if any). No contracts may be concluded on behalf of MakeMyTrip by means of email communications.
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Clear misrepresentation by them.
had booked return flight tickets for my office colleagues from Coimbatore to New Delhi on 4th July 2016. The return tickets were for the date 28th August 2016 i.e., Sunday.
On make my trip site the flight details were stated as:
- Indigo flight (6E-882/244), 1 stop flight from Coimbatore will departure on 14:10 and will arrive on 19:25 to New Delhi. Total journey duration is "5hrs 15 mins"
- However after payment process had been done & when I received the tickets the scenario was something different Indigo flight 6E 882 will fly off from Coimbatore at 14:10 and reach Chennai at 15:25 and there after Indigo 6E 704 flight will fly from Chennai at 22:35 and reach Delhi at 1:20 which make the the total journey duration as "11hrs 10 mins"
Ticket (booked on 04/07/2016) & snap shot of the site (dated 23/08/2016) has been attached. Spoke to Makemy trip customer care (personnel names are: Javed, Parv and Sheetal) were you can check the call record too, but did not provide satisfactory reply to me. I would require full refund of money.
Respected forum please note that the matter has not been resolved.
You can please check the call records & email conversation that I have asked for full refund and make my trip personnel have accepted that they have made a misrepresentation but still they have deducted al the penalty and make my trip charges and credited my credit card account with INR 5640 only instead I have asked for a refund of INR 16593/-. Further please note I have not even given my consent to proceed with the refund process they initiated the process on their own.
I am attaching the email conversation for your reference.
[protected] Forwarded message[protected]
From: Iticketing
Date: Sun, Aug 28, 2016 at 9:47 AM
Subject: RE: NF[protected]
To: Venkatesh Bangera
Dear Mr. Venkatesh Bangera,
Thank you for your revert.
Ok Sir! As you want to know the cancellation penalty for both flights and refundable amount i.e
6E -704 MAA-DEL- Cancellation penalty is - 2250 INR+300 Make My Trip Service Charge Per Passenger Per Sector.
6E-882 CJB-MAA - Cancellation penalty is - 1140 INR +300 Make My Trip Service Charge Per Passenger Per Sector.
And you have paid total amount for this booking is 16593 INR.
Kindly share your screenshot with us by tomorrow morning else we will process the refund by tomorrow evening with applicable penalties.
Best Regards
Sheetal Malik
[protected]@makemytrip.com
From: Venkatesh Bangera [bangera.[protected]@gmail.com]
Sent: Sunday, August 28, 2016 9:25 AM
To: Iticketing
Cc: venkatesh. bangera
Subject: Re: NF[protected]
Dear Sheetal,
I have the Desktop Screenshot of the said site since I am travelling I will be able to send the same on Monday morning at around 10:30am.
Further for my knowledge can you let me know how much I will get in refund with all the cancellation charges means (i.e., ticket amount and the refund amount)
Regards,
Venkatesh Bangera
On 28 Aug 2016 9:20 a.m., "Iticketing" wrote:
Dear Sir,
Kindly find attached screenshot which you have provided to us...
Best Regards
Sheetal Malik
[protected]@makemytrip.com
The contents of this email, including the attachments, are PRIVILEGED AND CONFIDENTIAL to the intended recipient at the email address to which it has been addressed. If you receive it in error, please notify the sender immediately by return email and then permanently delete it from your system. The unauthorized use, distribution, copying or alteration of this email, including the attachments, is strictly forbidden. Please note that neither MakeMyTrip nor the sender accepts any responsibility for viruses and it is your responsibility to scan the email and attachments (if any). No contracts may be concluded on behalf of MakeMyTrip by means of email communications.
The contents of this email, including the attachments, are PRIVILEGED AND CONFIDENTIAL to the intended recipient at the email address to which it has been addressed. If you receive it in error, please notify the sender immediately by return email and then permanently delete it from your system. The unauthorized use, distribution, copying or alteration of this email, including the attachments, is strictly forbidden. Please note that neither MakeMyTrip nor the sender accepts any responsibility for viruses and it is your responsibility to scan the email and attachments (if any). No contracts may be concluded on behalf of MakeMyTrip by means of email communications.
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Unfortunately, after 15 days when I followed up, they asked for account details in order to transfer the money which I have provided. However, they asked again for IBAN no. After providing the IBAN no. they replied that they need 31 business working days in order to send the money which is ridiculous as it will be almost 3 months in counting before I will get back my money.They should have asked in the beginning of our transaction the bank account details and all the required information in order to send my money back. In addition, to my surprise they send again an email that my refund has been rejected by their Accounts Department and asked me provide IFSC code. The bank details I provided is UAE based and I have provided the the routing no/swift code which is required in International money transfer. IFSC code is required in local transfer of money in India that's why it is called India Financial System Code. Is this a delaying tactic or are they really sincere in serving their customers???