[Resolved]  MakeMyTrip — Fraudulent Service & Disgusting Customer Service

Address:

Kollam, Kerala

I am posting the grievance letter sent to makemytrip.Com which is self explanatory
dear sir/Madam
on december 05, 2012, I searched for a flight from indore to trivandrum(2 adults) on www.Makemytrip.Com and I was shown several results from which I booked tickets as my booking ID nf[protected]. The booking was for jet airways for the sector indore to mumbai and airindia express for the sector mumbai to trivandrum.
Indore to mumbai dep: 08.20hrs arr: 09.35hrs
mumbai to trivandrum dep: 10.35hrs arr: 13.00hrs
the time gap between the two flights was just 1hr 15 mins.
After the booking was done, I was surprised to see that the connection flight was from the international airport of mumbai (terminal2 sahar airport). The site never alerted/Informed me about from which airport I have to board my connection flight. This is misleading and sheer cheating of customer! when I contacted the makemytrip customer care for cancelling the second flight alone, they said that it is not possible and I may go on with the same as there wont be any issue in getting the connection flight from international airport as there is internal bus transfers inside the airport itself.
My flight from indore, landed at mumbai, at 09.45 am, december 20, 2012, which means I have hardly 5 minutes to get transferred to international airport and do the check in for the connection flight. I availed the bus service at the airport & they could transfer to the next airport only by 10.20am. When I entered the airport the officials said that, we cannot board the flight as the counters are already closed 1 hour before the departure, I.E, at 9.50 am. The air india officials present there told me that I will be eligible for full refund as I haven’t travelled and I will have to claim it via makemytrip as I booked it through them. I could get the next flight to trivandrum only by the next day which caused me several damages, both monetary and mental. The tickets were charged rs.24818/- For two o[censored]s for the next available flight. We had to stay in a hotel for that day at mumbai.
I contacted makemytrip for claiming the refund, who first replied me to contact the airline directly. If I have to take it up with airline authorities for cancellation, why I booked through makemytrip.Com, I could have directly gone to airline site directly for booking the flights. You people are taking the service charges from the customer and expect us to do all job ourselves? what rubbish is this? when I asked him to escalate the call to his higher authorities, he asked me to be online and went away for 30-40 mins putting me on hold @ roaming network. He came back and told me that he has escalated the complaint to his higher authority, but didn’t let me speak to him directly and said me that his higher authority will contact me back within 24 hours. Nobody contacted me back till morning of 22.12.2012. When I called them again today (22nd) morning the executive said that 24 hours is not yet over and saturdays & sundays are not working days, which turned to be wrong as said to me by a higher official later. Then the call was escalated the official was asking me the phone number and dates which I contacted them. He straight away said that refund is not possible as I have not called them. I entrusted my brother to call makemytrip on the next days of booking and don’t remember the phone numbers/Timing of call.

When I asked him about the fraudulent & misleading data given in the site that the timing between the flights is 1.35hrs while the actual time gap is just 1.15hrs, he said the following to me, which was disgusting & unwarranted.
1. You could have ensured/ Checked the timings of the flight & airports before booking the same.
2. You booked that ticket blindly as it was the cheapest.
3. You can go and lodge complaint anywhere.
4. Go to our site and read the instructions/ Terms & conditions thoroughly before booking any tickets.
I have recorded the call in my mobile phone.
This is a case of sheer cheating of the customer who believe in you particular service. I have been booking tickets through makemytrip for the last 3 years. I haven’t experienced such a situation earlier. You people shoudnt have displayed that connection flight which nobody in the world can catch/Connect as the time gap for getting in to the next flight is just 15 minutes, that too from the next airport which will take at least 20 to25 minutes.
I know very well how to claim for compensation from makemytrip for the entire episode. Currently, I am only claiming only the refund of my airindia express charges, I.E., Rs.11298/-
As told by the official, in my recorded phone call, I will wait till tuesday (25.12.2012)for a favourable reply for refund, and after that, I will lodge a complaint & claim compensation in consumer court for cheating the customers.
I am giving this in writing only to make a proof, so that you people wont ask me for the phone number/Time etc later.
On 24.12.2012, one mr. Samirkhan pathan called me on my mobile and talked to me and apologised about the happenings and he said that a favourable decision is expected within 72 hours. Even after 72 hours, no reply is coming from their side.
I lost rs.24828/- For the next flight ticket(next day,21.12.2012) from mumbai to trivandrum (spice jet sg275). I want rs.24828/- As compensation. Please note that the hotel rent for one day at mumbai and the mental torture are not included in this compensation amount.

On january 3, 2013, One Kajal Devi from their Customer Delight Team, called me and emailed me and confirmed that she is refunding me Rs.24828/- in next 5 working days. Today is 19 Jan 2013. Till now I have not reeceived any money back. When I called them again, they are responding like such things never happened. I have escalated the complaint to their Management, This is the response/auto reply which I get From their Side..
Dear Arun R,

Thank you for contacting MakeMyTrip. I appreciate and thank you for your patience and trust with us.

A reference ID[protected]
has been filed for your feedback.

I would personally review your message and will connect back with necessary action as required.

Warm Regards,
Rajnish Kapur,
Chief Innovation Officer,
MakeMyTrip.com

I know very well that no positive response will come from their side. Please help.