MakeMyTrip India Complaints & Reviews

Refund, With reference to my booking ID: Bookind id - NN[protected] for the refund of my cancelled flight charges amount Rs8021/- on 22 sep 2015, name: Jaison D'Souza I repeatedly requested to make my trip via mail and phone still matter was not resolved they responded me that it will be revert back after some time, every time they extend time but when it will revert back god knows i am not understanding why their team is not taking interest to resolve this issue, and it shows their casual attitude about services as being a service provider they should take it on priority basic kindly help me so that i can get my refund as early as possible...

I booked a bus ticket through http://www.makemytrip.com/bus-tickets from Delhi to Rishikesh on 01.10.2015 for Rs 1996, but the bus agent denied my entry and when i tried to call the contact person, the number provided by makemytrip he told us not to call again as he dont know anything, i was sent out of the bus at Anand Vihar private bus stand, i had to book another ticket which costed me Rs 3000. Next day when i called customer care and informed them, they were saying that concern person already confirmed that i travelled on that bus and they wont refund my money. unnecessarily i lost time and money. I attached relative tickets for the same i have all the recording of the conversion with contact person provided by makemytrip. if needed then i can provide

After the rebooking incident that happened with makemytrip.com which I had mentioned in my previous (MMT) complaint, I would not like to do any transactions with makemytrip.com. So, I would like to get a refund from makemytrip.com wallet, where I have INR 4000. This INR 4000 was a cashback for the international flight booking from HDFC bank credit card. As I would not like to continue making any bookings with makemytrip in near future because of their unsatisfying service. As a customer I would reject their insufficient service. I want to get the refund from makemytrip.com in the account from which I made my payment during the booking of my international flight.

I had booked my ticket with makemytrip on 30th August with INR 90, 799 and the booking ID is IN1508B4S319908. I have attached the ticket where there is nowhere mentioned that British Airways (BA) is coached with American Airways from seattle to chicago. There was no intimation made by the travel agency in the entire trip before 24 hours and also the ticket's insufficient information resulted into missing my flight. I had reached the airport at 9:20 am on 26th september for my flight at 10:50 am for seattle to chicago with the notion that I had to go by BA, so I stood in front of BA counter where it mentioned that check in opens at 10:00 am. So when my turn came at 10:10 am, the attender told that I have to go by American airways and not BA. So I reached the American Airways counter at 10:20 am and they told flight has been closed. After that I contacted BA again and asked them if they could do something but they totally blamed the travel agency and asked to rebook with the travel agency. So, then I called makemytrip.com customer service where the call continued for approximately 1 hour 50 minutes and I was put to hold and had to listen their advertisements for cumulatively more than 50 minutes. And finally I got a letter from Lakhwinder Singh, a customer care employee to whom I was talking saying that they will refund me if they find it their fault. And he also told that the travel agency will book my another ticket after looking into the matter after 24 hrs. So, approximately at 8:30 pm (PDT) they called on the number of seattle that I gave lakhwinder singh at the time when he asked me for the contact details in seattle. So at 8:40 pm (PDT), some makemytrip.com representative told I have been marked as 'NO SHOW' by the American Airways and they cant do anything but buy another ticket and I had to pay an amount of INR 68, 000. And the representative also blamed me by saying that it was my mistake and I should have asked someone about my flight. But my only query is that why do I have to ask someone if my ticket say the 'itinerary' and involves all important information by my conception. All this happened because a small information was not mentioned in the ticket and had to book my return tickets again with USD 876.8 My only request is that this matter should be seen by concerned authority and help me get refunded by makemytrip.com travel agency from India.

I had booked a package tour to visit Amarnath-Srinagar-Gulmarg and return back to Hyderabad through MMT, the booking ref for this trip - IN1503B9S191575. As per the plan, your team had booked flight from Hyderabad to Delhi for the 16th August by Spicejet – SG – 126 and booking/PNR reference – PCIW4X scheduled to depart at 11.30am. This flight was rescheduled to 16th August 10.00 pm, but MMT gave no information to us about this change. We were told by the Spicejet airlines team at Hyderabad airport on 16th August at 9.45am when we reached there for check in, that the flight has been rescheduled to night 10.00pm and MMT was intimated 24hours before itself, which was not disseminated by MMT to us. I called and reported to MMT team about the reshceduling issue, consequence on connecting flight from hyderabad airport and was chasing your team members – Alok Kumar and Preeti Dwivedi, (who were handling my travel package). They stopped picking my calls after sometime and we were left with no help at the hyderabad airport for couple of hours. Meanwhile I had to call Go-Air team to request them re-schedule my Delhi –Srinagar booking to next day, which they obliged to do at a cost of Rs.11, 000/ for three o[censored]s (this was supposed to be done by MMT). MMT team member Nikita (not sure if that is the correct spelling) called me around 12.00 and mentioned MMT is trying to sort out my travel. I mentioned to her the constraint of connecting flight and told her it will cost additional amount of Rs.11, 000/. She mentioned she will discuss with respective manger and come back, then she started to negotiate with me about the additional cost and confirmed to me MMT can refund the aditonal cost fully around 2.00pm. Go-Air mentioned that they can not re-schedule the ticket around 2.00pm, since it was less than 2hours before the flight was scheduled to fly. The only option I had was to book new set of tickets for Delhi to Srinagar departing on 17th August at 5.45am and had to pay Rs.17, 481/ additonally. I mentioned to MMT team member, that Go-Air was not accepting the rescheduling and had to book new ticket, she mentioned she will discuss with her manager and come back, never returned a call till date (very sick and unprofessional). We all stayed in Hyderabad airport from morning 9.45 untill boarding the rescheduled flight at night, in the check-in area for no fualt of ours and due to very underprivileged sevice from MMT (do not have a crisis mangament plan in hand). My parents Dad aged 72 and Mom aged 63 (diabetic and with a fractured ankle) were made to loiter around for close to 10 hours in the check-in area due to communication from MMT team on how the crisis will be handled. We reached Delhi at midnight and spent sleepless night on chairs in Delhi airport till early morning due to very underprivileged sevice from MMT (do not have a crisis mangament plan in hand). Where as we had paid to MMT for hotel stay in Sonmarg Glacier for that night stay. Due to the chaos of 16th August and no help from MMT, we had a very un-congenial beginning to a once a life time highly spiritual tour. The cascading effect of the chaos was we could not reach Neelgrath helicopter base as per the original schedule time – 17th August 8.30am and we were accomodated for the afternoon service of 2.15pm. The delay to visit the Amarnath temple, lead us to spending the 17th august night sleepless in a tent at Patanjali base camp under life threatening conditions and single digit temperature or around 5 degrees. There were no basic amenities being available at the tent – no toilet, no light, no water, no heating, etc. Whereas we had paid to MMT for a luxurious boathouse stay at Srinagar for 17th August night. Your Srinagar counterpart had arranged for us to stay in the boathouse on 18th August. Due to sleepless night of 17th August, we did not go for the Day 03 schedule - Srinagar-Gulmarg-Srinagar and but returned to Srinagar on 18th August late in the afternoon. With all the chaotic situation running around there was no call or message from MMT, to check how we were managing the tour or how the tour is progressing - very underprivileged sevice from MMT (do not have a crisis mangament plan in hand). We have paid to MMT for three nights stay at different hotels/boathouse, but stayed only one night at the booked location. On 17th August, Sonmarg glacier hotel gave us the option to bathe in their hotel, very thankful to their friendly gesture – like lighting in the dark clouds. My parents Dad aged 72 and Mom aged 63 (diabetic and with fractured ankle) had spent a full day and night at airport lounges without any comfort as required at that age, another night in freezing temperatures at high altitudes in Himalayas under life threatening conditions at that age. We need MMT to refund the full cost of our package as they failed to support us in the crisis as well as arranging alternative options, in spite of discussing multiple times with MMT team and having every bit of the package organised through your esteemed organization. PS: Throughout our tour in Kashmir one great solace and succour we had was the very friendly and accommodative service provided by Shabbir (taxi service provider). He had done much more than the highly educated people who are engaged in esteemed organization, without his support this trip would have been A BIG HELL of AN EXPERIENCE.

We have booked a ticket for four persons from Guwahati to Chennai for 16 th October 2015 at Jet airways in Atindra Dutta's name, pNR no. T41PHV, on 1st September 2015, through debit card but due to Jet airways flight rescheduling, and as other flights timing inconvenient, the tickets was cancelled and confirmed on 8th September 2015 through email id- mary.[protected]@gmail.com. When we enquired Jet airways, they have informed that the money amounting to Rs.39401/- has been reverted to make my trip, but even when it's going to be one month, the money has not been refunded to SBI account no. [protected] of branch 7311. Kindly refund the money at the earliest..

I had done 2 tickets using FLYNOW code through Makemytrip app. Bookings I'd NF[protected] and NF[protected]. After series of escalation Makemytrip has come with a fraudulent explanation as below:
1. Makemytrip customer support agreed that FLYNOW ( cashback of 1200 on tuesdays) page is showing that cashbacj offer can be availed through icici net banking
2. At the same time Makemytrip expects customer to open a separate link for t&c where it is mentioned that deal was only between 4th to 8th august. So as per makemytrip deal done on 18th august was not applicable.
3.Makemytrip does not have an answer to " If icici net banking was not eligible on 18th..why it was shown as eligible ??" Concealing the date information

Very cleverly Makemytrip has provided icici bank name in first place telling it is eligible so that anyone can just get the ticket booked and can later be cheated of the cashback (Rs 2400 in my case).

I had lot of trust on Makemytrip before but today I am in utter dismay. Makemytrip brand is diluted with such incidences.

I had booked a vista guest house from 25th Sept 2015 till 27th Sept 2015. I was supposed to checkin into hotel by 10 AM. When I reached the destination at around 11 AM, the came to know that the booking was done. I kept calling MakeMyTrip customer care from 11 AM till 4 PM, each time I call the executive asks the same question related to booking ID and issue. There is no proper communication between the hotel and the MakeMyTrip. Due to unavailability of rooms I've to make return back to Bangalore. This has caused huge mental harassment, I want the makeMyTrip compensate the pain I went through on that day. Below are the booking details: Check in Fri, 25 Sep 2015 (10AM) Check out Sun, 27 Sep 2015 (12PM) Room Type Standard Room 1 Reservation 1 Rooms, 2 Nights No of Guests 2 Adults, 0 Children Meal Plan Room Only

Booking id no-NN[protected] Customer Name Abhijit As i was booking my international flight ticket from.makemytrip application from the phone but due to some error of the app the Amount from my account deducted immidiately and i havent received any flight booking confirmation from them. As they committed from call centre will get it within 72hrs but didnt got refund yet. Since last 10 days struggling with the issue of refund but no one is taking it seriously in this issue. As i am trying to call the call centre every day. Each and every they are giving excuses of 10days 48 hrs, 72 hrs and bla bla bla. Please some one take serious action about this company and if company doing the cheating bussiness like this with everyone then companyand this should get stop immediately. Guys please aware of this kind of fraud company and apllication as we have our own hard money not to go easily in others hand.

Since from last 10 days struggling with the issue of refund but no one is taking it seriously in this issue. As they commited will get the refund back in 72hrs but I am trying to call the call centre every day. Each and every they are giving excuses of 10days 48 hrs, 72 hrs and bla bla bla. Please some one take serious action about this company and if company doing the cheating bussiness like this with everyone then this should get stop immediately.

I booked a ticket from kochi to mumbai and return ticket from mumbai to kochi on 9 september, suddenly transaction was failed and my tickets were not booked, i got a mail that money (approx 17000) rupee that was transacted will be return back in 48rd for Booking ID NF[protected]. now approx 1 month had been passed but no money was refunded . i repeatedely requested to make my trip via mail still matter was not resolved they responded me that it will be revert back after some time, every time thety extend time but when it will revert back god knows i am not understanding why their team is not taking intrest to resolve this issue, and it shows their casual attitude about services as being a service provider they should take it on priority basic kindly help me so that i can get my refund as early as possible

My Son was eligible for 3 baggages under Student Visa. However Make my trip in collusion with Emirates Airlines charged illegally for 3rd baggage. Reason the ticket was not issued as a student visa traveller. Make my trip is not reachable either for such an assistance nor they refunded subsequently. K Sai Kumar Chennai [protected] email [protected]@gmail.com

MAKEMYTRIP BOOKING ID:NF[protected] MAKEMYTRIP BOOKING ID: NF[protected] i requested for a refund on 9th of august 2015 and was promised a refund till 18th august 2015 but it has been almost 2 months and no refund has been generated into my account . i am tired of escalating the complaint on your website and tired of calling the customer care. everytime i call they tell me that i would get a refund within 10 working days but unfortunately i never get any refund back. this is no less tahn mental harrasment . the customer care has shown absolutely no intrest they alwaya pass on the standard reply to me. i am a student and huge sum of my money is blocked by you people and i cannot make any bookings now until i get my money back . just tell me when are you going to return my money ?? and it is such a dissapointment that you people treat your customers like this . thanking you shikha

On partial paymernt booking they like to chatge me Rs 6000. also they are keep expaining me that it is airline policy.. when you mak a partial payment you are only making a booking with airline they will not issue ticket until you make full payment. so if you make partial payment, where did airline came in picture..it is just one excuse to make money... uslly airline does not charge any thing for booking and holds your booking for few days.. yheir manager does not want to come on the phone and their cancellation policy is very bad.. thanks

Pathetic service ! Cant imagine a big name like Make my trip will cheat its customers . i booked 2 way flight from delhi to bagdogra for my wife on 8th sep, paid RS 13902 for both the flight . Even got confirmation on mail that flight have been booked . Today when reached airport it was disaster, indigo airlines said my PNR has cancelled . when enquired it was too late indigo airlines said this PNR is cancelled as Make my trip has not paid them the amount, When confirmed with the representative of make my trip the person was clueless didnt even bothered to help us then i had to make a call to make my trip helpline no to inform him ask them about the incident . The lady then checked the case and confirmed that payment was nking it to ombudsman !ot made to airlines from there end, she apologised but it was too late as flight had departed, she then said to book any other flight and make my trip will pay the difference amt, again the same information was not passed to the MMT rep at airport as a customer he had urgency as this was berevment case at our family in bagdogra, we had to pay 8221 to book spice jet . I have been a loyal customer but todays incident was shame on company like make my trip . This is major security issue, how can make my trip issue a fake PNR status to anyone, security at airport jus saw the E-ticket and allowed my wife on fake E ticket as it was cancelled and no one knew about it, so as we until my wife went to counter to get the bording gate . i Dont want anyone else to go through this trauma which me and my wife had faced today . I want Make my trip to understand just making money by cheating peopele like this would not give them good name.

I tried to change the flight dates on 15th. 24 K got immediately debited from my account. But the website showed - dates not changed because of technical failure; money will be refunded. I tried again with same result. Total 48 K debited. I tried to cancel original bookings. Overall I should be refunded 48 K plus original booking refund. Only 36 K refunded. Multiple calls, emails, complaint logged on website, Facebook messages all to vain. Call centre executives are clueless and they make me wait for 30 mins at a time only to tell me - request has been forwarded to concerned deptt; give us 72 hours. This has been going on for 10 odd days now.

I booked two AC Sleeper Bus tickets from Mumbai to Goa on 19th Sep. 2015.bus was scheduled to departure at 9:15 from borivali, but bus did't arrived till 9:45. we called several times to the operator but they said bus will be there in next half an hour and so on. we(me and my wife) waited there till 12 :00 (mid night) and then we were told that another bus has been arranged and we need to go to some other place which was far away from boarding point. bus came at 1 o' clock, when we boarded the bus, it was informed to us that, AC is not working so you have to travel like that only, the condition of bus was pathetic, bed covers were not there, water/ oil was there on the bed. after a long discussion bus operator agreed to pay the difference of AC & Non AC fairs. I called makemytrip on 21st to book a complained, nobody reverted back till 23rd i.e. today. today again i booked another complaint and got the revert that another bus was provided, so no refund will be given. Aakash Kumar Soni Arti Verma from borivali to Panjim Date of Journey - 19th Sep. 2015. Time of boarding 9:15. amount paid - 2540 Ph. No. [protected]

Date - April 2015 Client - Mukul Dhariwal Incident - I had cancelled my ticket from Make My Trip.com in April. The company promised me for a full refund as the flight was rescheduled. I was supposed to get a refund in 10 days. The company had processed the refund to my bank account but the bank account I made the ticket with was closed. Hence I had given MakeMyTrip new details of the bank account with an attached LOA from the bank now it is already been 6months and my refund of rupees 8, 000 has still not been received and make my trip keeps asking for new deadlines. The issue has not been resolved and hence I am filing a complaint for the same. I have attached a screenshot of the last communication made with the company. I have also attached an email with the number of emails I have exchanged in the past 6 months. I have also attached the LOA I sent to makemytrip from my bank.

I have booked a ticket for total amount of Rs.7851/- for 3 passengers viz., (i)neelapala kusuma kumari(e-ticket no.[protected]ii)neelapala srinivasulu(e-ticket no.[protected]iii)neelapala srinivasulu(no.[protected] to travel from Kochi to Bangalore in Jet Konnect on 30/9/2015 with pnr no.HGQQCJ through Makemy trip bearing ID No.IN1508B4S282499. Since I have entered repeated passenger name at (ii) & (iii) instead of my father name, I have requested the team of Makemy trip & Jet Airways to do either the change of name or cancel the ticket . Jet Airway team responded to my querry and cancelled the ticket of repeated name at (ii) of ticket no.[protected] "neelapala srinivasulu" with pnr no.HSLCAJ and intimated me that the amount of cancelled ticket may be refunded from makemy trip and ask to generate a e-ticket for 2 passengers. Makemy trip has forwarded me e-ticket for 2 passengers. But, they have not refunded the amount towards one cancelled ticket and intimated me that "the airline is unable to provide us with cancellation status(over phone), hence we request you to provide us the stamped document with the applicable amount mentioned by them. we require this document to update appropriate refund amount". In this connection, i request you to refund the proportionate amount of cancelled one ticket(no.[protected] and do needful to me. Please contact/provide stamped document.

I had booked my tickets from Jaipur to Guwahati via Delhi and the return tickets too via Make My Trip (MMT) on 31- Aug-2015. There were two bookings for each trip amounting to a total of Rs. 17509 (Rs. 9779 and Rs. 7730 for the respective trips). On the home page of MMT, when I looked for the e-tickets, I found that the amount of my return trip was shown as only Rs. 2100 instead of Rs. 7730. I had contacted the concerned airline who had clarified what the correct amount was and had sent me the correct break-down of the fare and the receipts for each sector of the booking. When I expected the same from MMT, the Executive ARCHIT KAJLA shared a mere Word Document with the amount mentioned. I believe this can be easily done by anyone! It did not even have the electronic sign of MMT. Another Executive SUCHETA VERMA had sent a PDF on my request but this too did not seem authentic. The amount was never updated in the portal. They said that they could not update it due to a technical glitch! This would have its consequences later. 1. I could not get the Reward Points that I should be entitled to concerning the amount of money that I had booked the tickets for. 2. I could not cancel my tickets as the refund amount was much less than the actual amount. I had made several calls to MMT to get the amount updated but nothing was done for it. Even the mails addressed to the top management were not answered. I raised a complaint too along with copies of my bank statement and the receipts shared by the concerned airline. But no reason or proof could survive against the ‘TECHNICAL GLITCH’ of MMT! I had called MMT expecting that they would be able to rectify the issue. 1. Call 1 (Executive – RAHUL) on 03-Sep-2015 I had a conversation with RAHUL regarding the same issue. He said that he could provide me the invoice for my booking. I mentioned that I already had several copies of the invoice both from the airline and MMT. I wanted it to be updated in the portal. When he could not provide an acceptable solution, I wanted to cancel the booking. He said either of the sectors are non-refundable although I had confirmed from the airline earlier that the booking was refundable, which I had also noted at the time of booking. He was not able to sort any of the issues which I had raised. I wanted him to connect me to the FLOOR SUPERVISOR. He was so concerned about his performance being poor that he kept my call on MUTE instead of HOLD for several minutes. When he connected back, he mentioned that his FLOOR SUPERVISOR was busy and would arrange for a call back. When my emails were not answered to, how could I expect that a call back would be arranged? I said that I would wait for any length of time required but I wanted to communicate to the FLOOR SUPERVISOR the same day instead of waiting for the call back. I also requested him to keep the call on HOLD instead of MUTE. He kept the call on HOLD this time until he connected again saying that his FLOOR SUPERVISOR was busy again. I agreed to wait again. This time he again kept the call on MUTE and DISCONNECTED within few seconds. 2. Call 2 (Executive – GAURAV) on 03-Sep-2015 I called again the same day. This time I got connected to GAURAV. I had to explain the entire scenario to him. But even he did not connect the call to the FLOOR SUPERVISOR quoting the same reason. He, too, followed the same protocol of MUTE-HOLD-MUTE until he disconnected the call. 3. Call 3 (Executive – MONI MISHRA) Some days later, when I did not get any call or email from MMT regarding my concern, I called again. MONI MISHRA answered my queries satisfactorily and also clarified the correct amounts which I would get on cancellation. I went ahead with her suggestions and cancelled my tickets on 06-Sep-2015, expecting a refund would be made by 15-Sep- 2015. I also called the concerned airline to verify the amount. They confirmed that the amounts were almost similar if not exactly the same. But upon cancellation, the refund amount for the second trip was only Rs. 788 when I had booked the tickets for Rs. 7730! I had raised a claim for the same to ensure that the correct amount is refunded. But the portal did not show any claim number by which I could track the status of the claim! Neither any Executive provided me the claim number on call. I called once again for this. 4. Call 4 (Executive – CHANCHAL SHARMA) on 08-Sep-2015 CHANCHAL SHARMA accepted that the amount which I have claimed would be refunded to me within 8 working days (5 working days for MMT and 3 working days for the Bank). I accepted the same and ended the call. There was no response from MMT either through email, message or call regarding the refund till 15-Sep-2015. When the refund was not processed with the time promised to me, I called the Bank. They mentioned that they have not received any transfer from MMT. I called the airline again but they mentioned that they had already transferred the amount to MMT on the same day when I had cancelled the tickets! Now, I had to ask MMT for the delay. On the same day, I had called again. 5. Call 5 (Executive - LALIT) on 15-Sep-2015 LALIT answered me his time. I had to explain the whole scenario to him who assured that the refund would be done by 18-Sep-2015. When I asked LALIT about the delay, he said that he does not know why the refund had not been transferred!! Then he added the omnipresent reason of TECHNICAL GLITCH behind the delay! I now believe that MMT does not employ technically-sound professionals to solve the perennial TECHNICAL GLITCH! I rated LALIT 1 on a scale of 4. Yet again, the refund was not made on 19-Sep-2015 as expected. I had to contact MMT. 6. Call 6 (Exucutive - SUSHOBHIT) on 19-Sep-2015 The Executive named SUSHOBHIT said that the refund is initiated by not yet transferred to my account due to some TECHNICAL GLITCH. He asked me to wait for four more working days during which my claim would be reviewed and refunded by 22-Sep-2015. He assured that the issue will be completely solved by 22-Sep-2015 without fail! SUSHOBHIT also mentioned that he would raise my concern under HIGH PRIORITY to his superiors so that the refund is processed at the earliest. When I asked him to send an email confirming all the conversation that we had, he simply denied that he could not do so. On asking about contacting him on the same issue, he provided me his extension number on which I could contact him. I had none of my queries resolved, so I rated him 1 on a scale of 4. Having received no communication or refund from MMT, I contacted them again on 22-Sep-2015. I tried to connect to the extension number that SUSHOBHIT had provided me earlier. But as expected after all the encounters with MMT, the extension number turned out to be invalid!! I called again. 7. Call 7 (Executive - ALOK) on 22-Sep-2015 ALOK was on call this time. As expected and known, he again asked me to wait till 26-Sep-2015 to get all the refunds transferred. He also made the revelation that SUSHOBHIT had never raised my concern as a HIGH PRIORITY. He had not raised any complaint at all. Moreover, he had mentioned the waiting time as seven working days whereas; he had mentioned four to me. I believe that ALOK raised the concern to his superiors and assured that the refund would be done by 26-Sep-2015. On the same evening I got a call from MMT asking me to clarify why I had rated their esteemed Executive 1 out of a scale of 4. MMT could never arrange a call back in spite of assuring me that they would contact me for solving my concerns but they could undoubtedly contact me asking for my clarification. I assume that my explanation had convinced them. Had a 0 been available on the scale, I would have rated a 0 instead of rating him even a 1! The 0 is not only for the agent but for the entire management of MMT. After waiting for 3 weeks instead of only 1 and going through the ordeal without having the refund yet, I am more than convinced now of the promises that MMT makes to the customers are only for their own benefit! Does MMT have no mechanism in place to keep a track of all the pending requests and solve them on time? Does MMT have no SLA to follow or any management to guide them? Does the Floor Manager never train the Executives on how to talk with customers, forget about solving their problems? The MUTE-HOLD-MUTE-DISCONNECT policy is never noted by them? Does the Quality Management team never monitor the calls that are being handled? And don’t forget to honour the Technical Team who can neither find the reason behind nor solve the eternal technical glitch!! I now doubt how do they proclaim themselves to be India’s No 1 Travel Site? Smita [protected]@gmail.com