[Resolved]  MakeMyTrip India — Awful customer service: refund demand

Website:

makemytrip.com

I am writing this letter as a result of a highly disappointing interaction we had with your company which resulted in our honeymoon in Goa being completely ruined and us paying out of pocket for an error caused by the MakeMyTrip website glitch. On January 9th, due to unforeseen circumstances my husband had to book my flight from Goa to Mumbai last minute, for the same day. Prior to this incident, my husband has been a loyal customer of MakeMyTrip for over 8 years. We found the flight I needed and proceeded to book it, at the time of booking the website suddenly switched to the mobile application which was confusing but I proceeded to book. Upon completing the booking and only after I paid, the confirmation showed that the flight had been booked for January 10th instead of January 9th, which was the date when I needed the flight for, and which was the date that continuously showed as I was searching and booking the flight, until the moment I actually paid. I immediately called the MakeMyTrip customer service. MakeMy Trip Appalling Customer Service I am highly disappointed in the so called “customer service” which was provided. First, I was kept on hold for nearly 20 minutes. Then once customer service representative picked up, after I relayed my issue to her, the call was suddenly dropped. Of course, I had to call back again because the agent failed to ask for my call back number which is the basic and standard customer service practice on international level. Upon calling back, another 20 minutes was wasted on hold. Once customer service representative picked up the phone she gave the name of Neha Seth and seemed like she wanted to help. She arranged for a conference call with Jet Airways but after mere two attempts, she said no one was available to answer. This is beyond ridiculous because airlines customer services are available 24/7. No confirmation number for the filed inquiry was provided until my husband requested it; again, another shortcoming and obvious lack of proper training because this is basic and standard customer service practice. The confirmation number given after the request was[protected]. As of today MakeMyTrip representatives are yet to follow up with us whether the issue was resolved. After the confirmation number was provided, my husband was advised to rush to the airport and try to resolve the matter at the Jet Airways counter directly. As a result, cutting short our last day of our already short honeymoon. As a third party travel agent, MakeMyTrip hold themselves out to be amongst the best in travel bookings but at the end of the day all you offer is a website where customers can book flights and hotels, but when the said customer is in trouble he/she is left to sort themselves out without any compassion or interest in truly helping from your representatives. Why even call yourselves travel agents if all you do is take money for a product and then refuse to provide assistance when any trouble arises? This is just the lowest kind of behavior I have ever seen in customer service and simply disgusting because no one even cared that we were on our honeymoon. Your website functions and customer service fall heavily short of what is basic on an international level. We were unable to travel on the same day together, after our honeymoon, and my husband was forced to book a new flight and pay full price out of pocket for a flight for 10th of January. We had to spend more money on taxi travel, food, and transport and suffered undue stress. As a result of the MakeMyTrip malfunction of the website, and refusal to help we incurred the following expenses: Return flight for my husband: 6, 200 RS Return taxi ride from airport on January 9th: 1, 000 RS Bike rental for additional day in Goa January 9th-10th: 500 RS Dinner on January 9th: 1200 RS Breakfast on January 10th: 700 RS Taxi ride to airport on January 10th: 1000 RS ____________________________________________________________ Total loss: 10, 600 RS Above and beyond the financial loss is the high level of stress we experienced and the ruined honeymoon. I respectfully request that MakeMyTrip take all this into consideration and provide a refund for the losses incurred. Sincerely, Darya Kraynaya Rohan Sachdev