MakeMyTrip India — Booking Failed: Customer kept in Dark - nf[protected]

Hello Deep Karla,

I am in terrible situation, stuck with your IVR & unable to reach the flight department using your IVR.. I am a long time user of Make my trip & I have booked several hotels/flights bookings in your make my trip. Only mistake I did was, I booked the fights as guest account.. Using the guest account, in my alternate telephone number +91 [protected], did booking for Bangalore – Chandigarh & I paid INR 13300+..
After booking it didn’t provide me any order details and went blank..

Here is the night mare.. Your IVR system is not allowing any guest users to reach customer care.. Chat Bot system as well needs lot of improvement, I had major difficulty with my previous orders as well, using your chat bot. No way your chat bot, will help me in this situation, when I don’t have order details ..

I tried a different way using my previous cancelled order, I reached the hotel department. On my first call, I was pushed off saying no order details available & I was told may be sync issue and asked me to try again (Time of call: 04:30am, 17th Dec).. I tried after sometime, still the same .My second call to hotel department, was around 8:30 – 09:00am, because I don’t have a choice to reach the fight department, your IVR is not letting me in, because I don’t have order details.. This time hotel department guys said, order details reflecting & payment status showing as failed, however he is not able to let me know, what’s next to revert the money. There was run around for almost an hour between myself and customer care agent, saying it is not possible to transfer to flight department, unable to transfer to manager, unable to send emails and all restrictions.. He kept repeating, to call IVR and enter the order number, which was not working for almost 4hours.. I was admandent and asked for supervisor connect. After long struggle, I was transferred to supervisor..

After long struggle with supervisor agreed to send email to escalation team, however gave disclaimer he cannot assure me any resolution or someone reaching out to me.. everyone kept saying no option to talk to other department or send email or arrange callback. You cannot leave your customer in dark like this.. Either don’t accept users to book as guest, accept only registered users or provide proper support..

Automations is great initiative to save company’s cost, however if it is not designed properly, you will lose your customers like me.. My 13, 300+ is at stake, I don’t have resolution rather than sending this email. Please help me.. please put myself in your shoes..

Customer care folks I dealt with:
Customer care agent name - Parichay ghosh..
Manager Name – Soumya Roi..

Booking Details:
Booking Phone number: +91 [protected]
Order Number: nf[protected]