MakeMyTrip India — cab accident - insensitive mmt

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India

I had booked a cab from make my trip for mumbai to goa return journey from 12th dec 19 to 15th dec 19. I had made the complete payment in advance (Excluding toll charges and travel permit charges). The journey started on 12th december at 7am from mumbai. I was travelling with a girl friend. Mumbai to goa journey as shown by google maps was of approx 11 hrs by road and the distance is approx 580 kms. The cab driver said he won't be following the route shown by google maps as that route is a bit longer and he will take us through a shorter route. The driver didn't know how to read google maps. We were near amboli and goa was still 2.5 hrs away when the driver banged a car in full speed. I and my girl friend we both were sleeping in the backseat when this incident occurred. Due to this accident, my head immediately bumped into the front seat and it hurt me, luckily there were no serious wounds. When i got out of the car, i saw that the cars from bumper is damaged completely and the tanker from which water is passed on vipers has completely broken. The people from other car which was banged by our driver were shouting and abusing. They finally called up the cops and after an hour our driver paid 2000inr to the other car owner and settled the case without filing it with police. Then the driver started the drive and we reached our hotel in goa at 11.30 pm. We reached goa at 11.30 pm, it took us 17 and half hours to reach goa from mumbai. I was furious, our complete evening was wasted. We had plans to spend that evening in goa. I asked the driver to get the car repaired early morning and pick us up at 10 am on 13th dec for goa sight seeing. The driver said it will take atleast one day to get the car repaired and asked us to travel in the same car and travel back to mumbai in the same damaged car. I straight away said no and said i will talk to make my trip. On 13th dec morning, i called up make my trip customer care team at around 11am. I explained them the entire incident and after multiple follow-ups and multiple calls, i was informed that an alternate cab is being arranged and it will reach at our hotel in next 15-20 mins. Nothing happened after that for few more hours. Finally at 9 pm when i called up make my trip again, i was informed that no alternate cab can be arranged and i have to travel in the same cab. I categorically denied, how can i take the risk of travelling with the same driver again and that too in a damaged car whose speed can't go beyond 30kmph. I asked mmt to give me a written confirmation that if an accident happens with the same driver again, they will be responsible for the same. Mmt denied and after a long conversation, around 10 pm mmt agreed to cancel the booking and refund the amount paid while booking. While i was refunded the amount paid while booking, i have not been refunded the toll and travel permit charges i had paid to the driver to the tune of inr 1000. Further, due to this mismanagement and insensitiveness of make my trip customer care team, our entire trip was horrible. I had wasted my full day on 13th dec only in following up with mmt and the cab vendor on calls. Further, we had to arrange a different cab for our trip on 14th dec and 15th dec for which we were charged a very very high price... I want mmt to apologize for the insensitiveness and compensate/reimburse us for what we had to go through..