[Resolved]  MakeMyTrip India — false hotel voucher and incomplete service with lots of hassalls

Website:www.makemytrip.com/holidays-india

Dear all
I m writing this because I want everyone to know that MAKE MY TRIP is total fraud. Let me explain now...
I took a holiday package " splendid north east - pelling special" for a period of 25th may to 30th may 2018.
This package was a pick and drop from silliguri. Belief me friends during this period me and my family had been fully exploited by MAKE MY TRIPfrom all angle i.e. mentally, physically as well as financially. Instead of holiday it was full torture package. I’m annoyed in such a level that I don't even want to utter the word make my trip. Customer care support is a customer torture service .
Now let explain what exactly happened with me...
I took my package via online and after telephonic conversation. According to them I had to make payment immediately via net banking so I did the payment of rs 56500. After payment I got confirmation details of my package in which it was communicated that hotel vouchers and cab details will be provided in further mails.
Now the problems begun. After waiting for no. Of days I did not get any mails. I started approaching them via toll free no. In toll free customers are required to provide customer id and mobile no. Details. But after putting the required details I was getting constant reply that " we did not have any package for this id/mobile no.. This was big shock for me. Then I started approaching them without customer id which was a time consuming. To reach a customer executive it used to take 15 minutes. And for getting a complete conversation I had to approach them not less than 10 times . Then finally 2days before my departure date I had a successful talk with an executive who agreed to recognize me a valid customer after a long query and sent me the hotel vouchers only. We had one watsup communication where we had to sent our id proof photos etc. Here in this watsup no. We had been informed that they will be sending the cab detail . For this they also asked the timing of our arrival in silliguri bus stand. Actually our holiday package was pick and drop from siliguri bus stand . Now when we were about to reach siliguri we started writing and calling on watsup no. But we did not get any response. This watsup no. Was switched off . Finally when we got down from bus at siliguri we were in high tension as we did not have any information regarding cab. Due to night journey we all were highly tired and kids were becoming out of control as they wanted to go washroom etc.. In between me and my husband were kept on calling on watsup no. As well as MAKE MY TRIPtoll free no. But zero result. Almost 10 times we called on MAKE MY TRIPwhich was highly irritating as again let me tell you that it was all useless to talk on MAKE MY TRIPtoll free no. It’s a long channel where you are required to feed data which gets processed slowly with computerized music ( highly time consuming and irritating) and as I told you they were not recognizing us as a valid customer and we were advised to talk as a general person from there executives . Simply for making one call on MAKE MY TRIPtoll free no. It was around 10 to 15 minutes. Now you can imaging the situation that we had there in siliguri bus station . Somehow a moment comes after almost an hour that the watsup no. Picked up by a lady and she said that cab is on the way and will reach soon. For a moment we became relaxed but again after half an hour there were no response . Finally a cab came at around 7.15am . Let me tell you that we were standing at the siliguri bus stand since 4.45 am. You can imagine the situation now. After communicating with the driver of the cab we came to know that driver were told to reach at us just before 20 minutes. So the conclusion is that the cab was not booked in advance. And it would have not been provided if I had not been asked as we had done lots of call to them. Now see what happened cab ‘s driver told us that he will be leaving us at gangtok main road and from there we were advised by him to take a taxi to reach the booked hotel. We denied and said no we are not aware of the place that is why we took holiday package from make my trip. He was not agreeing from our matter. Then again we had to call on wats up no. And convince them regarding the same. Somehow after lots of augment they agreed . Now we reached our hotel in gangtok at around 1.00 p.m. we stayed there and get relaxed . And in between we did more than 15 call on MAKE MY TRIPtoll free in order to inform them regarding our inconvenience. Out of 15 calls 4 to 5 call were successful were we discussed and informed our problem. But surprisingly we did not get any relief or action by make my trip. We were totally trapped by them and under their control and mercy of make my trip.
In hotel also we were being cheated as it was told by MAKE MY TRIP at the time of booking that extra bed will be provided in all the hotels since we were 4 in number. But it was not been provided. Hotel people said that MAKE MY TRIP is not a genuine company. They always cheat their customers. Till late evening there were no communication regarding next day’s plan . Then as usual we did call on catsup no. And then we get massage regarding cab only. Next day driver of the cab called us and asked to come on a particular point by taking a taxi. Again we got angry and said no. And for this we had to talk on watsup no. And asked to provide cab at the hotel only. Somehow they agree and then we went for day excursion. Almost every time we were in tension and being mentally tortured. 4
Now for next day plan again we asked and then we were informed by sms regarding cab. Next day we had a half day trip of gangtok under pressure of the driver regarding time. The driver was very rood in behaviour and not very much interested in taking us in no. Of places. Because his schedule (given by make my trip) of the half day trip was not completely matching with our schedule ( given by make my trip).
Somehow after gangtok trip we reached pelling at around 8.00p.m. Now it was a time to face a big shock (tragedy). The hotel which was booked and we had the voucher by MAKE MY TRIPwas not found at the address provided rather on the same place there was another hotel where the hotel people informed us the hotel that we were looking had been closed 1 year ago. Thus at around 8.00 pm we were wondering with high tension what to do . Network was also very poor . We were not even able to call any one. As that place was entirely new for us. The driver of the cab was also not taking any responsibility at that moment. Just because of humanity he arrange a call to his cab owner. But his owner also denied providing any help as they were not being responsible for the hotel. Somehow we had a talk with the watsup number and that lady gave us a MAKE MY TRIPphone number which was not toll free. We called on that number and being told that they will do something and told us to wait for 20 minutes. In between my husband kept on searching room in all the hotels but did not get any vacant room. And also we did not get any response from MAKE MY TRIP side. All of a sudden a person came and said “ are you looking for rooms?” Without any question my husband said “yes” . And finally we went in the hotel offered by a Stanger. Now till now you must have understood what kind of holiday we were enjoying.
Now it was a time when we were wishing our god that safely bring us at home town. Next day when we were taking the trip of pelling we got a call from make my trip. They were asking what is the issue? Honestly speaking I was not at all in mood of talking with them. But somehow I said everything. Then they asked to provide receipt of the hotel bill via mail so that they can pay the extra amount. Just imagine what they did and after that how dare they were asking for the receipt. Let me tell you that the hotel voucher given by them was confirmed voucher for a particular date and in the voucher it was written that there is no need of contacting MAKE MY TRIP and hotel to reconfirm the booking confirmation. Any how I asked MAKE MY TRIP people to pay the amount quickly as we were running sort of money. But almost a month gone we did not get a single rupee not even any communication. Now I’m totally tired of writing all these stories as same I spoke number of times to MAKE MY TRIP on their toll free number but did not get any response.

Now I give two option to MAKE MY TRIP for my relief:
1. Return my total amount paid for the holiday package i.e. rs. 56500
2. Be ready to answer in the consumer court. ( at the same time this case will be communicated with the public via times of India & aaj tak news channel and other leading print and electronic media)
Note:
I will check my account for the option number one till 30th of June or else I go with option number two. I have all the documents and necessary proof ready with me like hotel vouchers, all mails requesting for hotel and cab details. Watsup communication, recorded phone calls etc..
Fail in getting quick response ( within 24 hours) from your side will implies posting the above content in many consumer forum as well as in print and electronic media.
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Aug 10, 2018
Complaint marked as Resolved 
MakeMyTrip India customer support has been notified about the posted complaint.
Verified Support
Jul 05, 2018
MakeMyTrip India Customer Care's response
Dear akshit kumar lal

We are sorry to read about the issue. Please accept our sincere apologies for the inconvenience caused.

Further, while looking into your concern we have found that a few important details are missing.

Please provide us with the following details: -

Booking id or
E-mail/Mob no. entered at the time of booking.

We await your response to get the matter checked at our end.

Assuring you best of our services.

Team-MakeMyTrip Care
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