MakeMyTrip.com — Complain for Booking ID : NF[protected]

Address:

Bangalore, Karnataka

Hi, This is in regards to the booking made on the Make My Trip website for my Family. On the 15th AUG 2014 I was making a booking for my family. Since I have recently moved to Bangalore from Chandigarh I wanted my family to come and visit me over in the month in Oct. I wanted to make 3 booking’s for my Father, Mother & Sister since all 3 are living in 3 different parts of the country and we always get together during the Festive season. 1. My Sister Saloni Sondhi from Delhi – Bangalore (Round Trip). - NF[protected]Incorrect Booking) & NF[protected]Correct Booking) 2. My Mother Neelam Sondhi from Chandigarh – Bangalore (Round Trip). - NF[protected] 3. My Father Karan Sondhi from Patna – Bangalore (Round Trip). - NF[protected] Now the problem is that I first made the booking for my sister from Delhi to Bangalore (Round Trip), I first attempted to make the booking as following : a. New Delhi And NCR - Bangalore | Wed, 22 October 14, 09:35 hrs b. Bangalore - New Delhi And NCR | Tue, 28 October 14, 09:50 hrs While making this booking post putting my Credit Card details the Website returned with an error “Server Error – Booking Canceled” which means that the booking did not go through at around Fri 8/15/2014 10:49 PM, now since this did not go through in the 1st instance so I re-attempted to make the same booking once again. However this time the same return flight was not showing up so I checked for the closest return flight similar to the 1st attempt and I attempted and for the following booking at Fri 8/15/2014 10:53 PM which is exactly 4 mins post my first attempt : c. New Delhi And NCR - Bangalore | Wed, 22 October 14, 09:35 hrs d. Bangalore - New Delhi And NCR | Mon, 27 October 14, 22:40 hrs Now this time the same flight returned with the confirmed booking and I was happy to have booked the 1st flight. Post this I also had to make the booking for my Parents for which I did not have any problem. Now while the rest of the 2 booking which were at around : 1. Fri 8/15/2014 10:59 PM : NF[protected] 2. Fri 8/15/2014 11:32 PM : NF[protected] Post I finished making all the booking I checked my Cellphone and found that the Credit Card was already charged for 4 Booking instead of 3 bookings. And the flight for my sister from Delhi-Bangalore was booked twice. And for the same Passenger Saloni Sondhi I had 2 bookings charged twice respectively : 1. NF[protected] : Rs 5, 950 2. NF[protected] : Rs 5, 052 I immediately called the Make My Trip Telephone Support on 15th AUG 2014 11:45PM which took me 40 mins to connect at midnight, image the aggravation I would have to go through that when the website said that the booking has failed then how did the Credit Card get charged. I spoke to a representative who said that he has made a note of my complaint and gave me my complaint # as[protected] saying that it would take at least 4 working days to revert post getting escalated and since 15th AUG was a Friday the 4 days would start post Monday which meant I had to wait for at least another 7 days to have a revert. Which I agreed to understanding that this is the process and I would follow the protocol. The Agent assured that since the booking is for the same Passenger name and same date of travel thus there should not be any problem and the refund for the NF[protected] would go through, and he confirmed that the refund would be 100% since it’s a duplicate booking. I also emphasized saying that I am immediately calling just because I wanted to ensure that this is technical glitch due to which this has happened thus it should not be taking a beating of me. However I received a mail on Thu 8/21/2014 11:17 AM, stating that “Please note that we are looking into this matter and shall revert to you in 3 working days. We apologize for the inconvenience caused due to delay at our end.” And excitingly I just noted while tying this mail that the complaint # on the mail was different from the one provided to me on the call the other day Ref ID :[protected]. Anyways I again gave it time to wait since the agent I spoke to said that any ways the booking is for Oct so there is enough time. I had recently moved to Bangalore and had my self over occupied with settling my house and work. I work with Dell as a Senior Manager with India Technical Support and had been busy with lot of meetings and other work so was unfortunately not able to follow up on the same for quite a few days. Also with the assurance that since this is a Technical Glitch and MMT is a professional organization it would treat the honesty on the situation. I called MMT again on the 28th AUG 2014 4:46PM and spoke to Sumit from your telephone support and it was on my 4th attempt that I was able to reach him after been disconnected by other agents on my previous 3 attempts. Now interestingly I spoke to Sumit and he said that the complaint has been taken however the complaint has not been forwarded to the correct deptt, this came as a big surprise to me that after 13 days of me giving you the time to rectify my problem still the problem is at ground zero. I told him that how can I trust that this time he is going to forward my complain to the correct dept. He was really nice in his comm skills and giving me all the empathy and accountability however when I asked him to make me speak to his supervisor he denied me from giving the call to the supervisor. However assuring that he will forward my complain to the correct department and he would have a call back arranged for me the same day by the escalating team or his supervisor. Again no call back was received by me. Next Day on the 29th AUG 2014 5:00PM I again called back since I did not receive any call back and again after getting disconnected 3 to 4 times I got connected to Sabita who was generous enough to at least speak to me and listen to my complaint. But again to my surprise she had no information about my complain made on the 15th AUG 2014. We had a conversation for at least 40 mins during which she said to me that my complain cannot be through as I had made a different return ticket. I TRIED TO EXPLAIN AGAIN THAT WHY WOULD I MAKE A BOOKING FOR A SAME PASSANGER “SALONI SONDHI” FOR THE SAME FLIGHT THE SAME DAY, I AM NOT THAT I WOULD BOOK 2 TICKETS FOR THE SAME NAME, SHE DOES NOT NEED TWO TICKETS TO TRAVEL IN A SINGLE FLIGHT. When I again requested for a supervisor she said that he would say the same thing to me and trust me it is a very sick and very unprofessional customer service that when a customer is requesting to speak to a senior no one has allowed me to speak to a senior and until now I am not able to give my option to anyone in a higher position. Post this she placed my call on hold saying that she is arranging for a supervisor and after 15 mins of hold the line again gets disconnected and no body call me back. Now this is where the entire conversation got ugly when she started blaming me for the same mistake and accused me to be smart to make a change in the booking, she said that the email was sent before. That is when I really opened my Outlook to check the mail and again found that the mail for the booking that I had first attempted which gave me an error was sent later post the second booking which was successful : 1. E-Ticket & Invoice for your DEL-BLR-DEL trip starting 22 Oct for Booking ID NF[protected] : Mail received on Fri 8/15/2014 10:55 PM 2. E-Ticket & Invoice for your DEL-BLR-DEL trip starting 22 Oct for Booking ID NF[protected] : Mail received on Fri 8/15/2014 11:00 PM. (Incorrect booking) I SO MUCH TRIED TO EXPLAIN TO HER THAT MY IF I KNEW THAT THE BOOKING IS THROUGH WHY WOULD I MAKE ANOTHER BOOKING FOR THE SAME PERSON IN THE SAME FLIGHT. BEING HONESTLY SPEAKING THAT WHEN A CUSTOMER IS GENUNILY TRYING TO PUT HIS PRESPECTIVE THE COMPANY CANNOT SIMPY TRY TO BE SMART BY SAYING THAT THE RETURN FLIGHT HAS CHANGED AND NOT AGREE TO WHAT I A FACED AS A PROBLEM. I AM ONCE AGAIN EXPLAINING THAT WHEN I WAS MAKING THE BOOKING I GOT AN ERROR ON THE WEBSITE STATING “Server Error – Booking Canceled” AND THUS I MADE ANOTHER BOOKING AT THAT POINT THE BOOKING WENT THROUGH. CORRECT BOOKING : NF[protected] : Rs 5, 052 INCORRECT BOOKING : NF[protected] : Rs 5, 950 I WOULD REQUEST ONCE AGAIN TO KINDLY PROVIDE FULL REFUND FOR THE BOOKING NF[protected]. If this matter is not sorted I would have to take the pain to have this go the legal way and my lawyer would file a complaint in the consumer court. Kindly Contact me on the following : PH : [protected] Email : [protected]@dell.com / er.n.k.[protected]@gmail.com Thanks & Regards, Neel Sondhi Sr. Technical Support Manager Dell | Consumer, Small and Medium Business