[Resolved]  MakeMyTrip India — False Commitment for Kerala Holiday Package

Address:	Gurgaon, Haryana, 122016
Website:	Makemytrip.com

I have booked the kerala holiday package for my mom and dad on 11th of August.

While planning for the package I used to get so many calls from makemytip agent swati sharma for the planning and then we finalised we will book the Winter special kerala package.

While booking the package she gave me the list of hotels and I chose the hotels for the trip and she commited that you will 100 percent get these selected hotels as you are booking 3 months prior to your travel and when I asked her when will I get the confirmation mail. She very confidently said sir within 24 hours. As the package is scheduled from New Delhi, I told swati my parents will be travelling from jammu so we need to know the flight details accordingly I can book their train tickets such that next day they can catch the flight in time. She gave me the commitment once you transfer the booking amount she will send it to the operations team and within 24 hours of time you will get the Hotel vouchers and flight details.

Next day I got the call from makemytrip operations team and the person (Mohammed Arif) wanted to confirm the details about the pacakge. When he was explaining the package to me he was saying this hotel or similar type. I got annoyed and started questioning him that boss your agent has committed me that you will get these selected hotels. Now you cant use the similar term with me and somehow the call got disconnected due to network error.

I called swati the next day who booked my package and she said sir we have already forwarded your details to backend team and just wait for 3 more days and you will get everything and dont worry about it.

I waited for another 3 days but I didnt receive any mail from their end. So I called at the makemytrip customercare again and spoke to some random agent and what I came to know was very surprising.
He said its a group deparature package and you will get your hotel vouchers as well as the flight details 7 days prior to your travel.

I called up swati sharma and she said sir it all depends on the backend team. I cant help you in this case. Her words totally changed. Then i decided to follow up with Mohammed Arif as i thought may be he can help me out.

I told Mohammed Arif that your agent swati sharma is befooling people by giving false commitments to people and in turn it is affecting the reputation of makemytrip.
He said he'll speak to swati sharma and if she has given you these commitments she has to arrange them and he told me after speaking to swati he will call me back.

But I never get any call back and in all this incidence 20 days passed, I again called back on makemytrip customer care and wanted to speak to swati but whenever i call up both swati sharma and mohammed arif are either busy on other calls or on leave or have already left the office.

So I decided to take up the matter in fresh and called up on the makemytrip customer care and told the person in call to connect me to the complaint cell, he said you can please explain the matter to me and he will put a complaint and you will get the call within 24 hours.

But I never got any call back.

One can imagine how annoying is when you have to tell the story again and again to the person and he gives you the assurance that you will get the call back within the 24 hours. But that 24 hours never happens to come.

This time I decided to put up the matter seriously with some proofs in my hand, I called up the customercare and they connected me to Rikesh and he listened the matter carefully and assured me he has sent the mail to higher authorities and some strict action will be taken. As I wasnt sure so I decided to record the conversation between me and Rikesh.
As the same thing happened makemytrip didnt take this matter seriously and I didnt get any call.

After 48 hours of wait, I called up Mohammed arif and some how my good luck I was connected to him and he said he has spoken to swati sharma and she said she hasnt given any commitment to you. I told him when your agent calls up the person says this is a recorded call, so why dont you check her call records with my number. Doodh ka doodh aur paani ka paani ho jayega. I again recorded the call between me and mohammed arif.

He assured me once again he will speak to swati and higher authorities and told me to wait for 24 hours but the problem is 24 hours of makemytrip never ends up.

Its been more than a month and going through this is such a bad experience for me. For this 1 complete month I am totally harassed by the people of makemytrip but now I am not going to leave like this I am going to knock the doors of consumer court for justice.