MakeMyTrip India — false information display and non-delivery of commitments

Address:	New Delhi, Delhi
Website:	www.MakeMyTrip.com

Dear sir/madam,

We had booked one-way flight ticket from mumbai to melbourne for my brother mr. Kaushal shah (7 february 2018) for his further studies via makemytrip india (Online).

Booking id. Nn[protected]

The issue we faced after the booking was with regards to luggage allowance. Please allow me to elaborate the problem below.

02 january 2018: we booked the ticket of qantas airlines which mentioned luggage allowance for any passenger (Be it student or normal traveller) is 45kg.

The reason to book this airline was qantas has a scheme which states 'additional 5 kg' will be given from qantas if a student is travelling from mumbai to melbourne. This means my brother would have received (45kg as per mmt site which does not include student allowance + 5kg as committed by qantas).

05.01.2018: to ensure qantas has received our booking information, we decided to cross-check with regards to booking and raise a request to start procedure for additional 5kg for student allowance.

To our surprise, qantas stated no one can give 40kg to normal passenger flying. How did makemytrip give you 45kg upfront. Please cross check with them as we give only 40kg to normal passenger and rest you need to buy the luggage allowance. Though we did inform in the ticket it is already mentioned 45kg allowance.

05.01.2018:

Same day we immediately reached out to mmt customer care and they said they will look into and get back to us in 24 hours.

08.01.2018: we did a follow up call as it was 3 days and there was no response. They said give us 3 more days and we will get back to you.

10.01.2018: received a call from customer representative ms. Rachna jaiswal ([protected]@makemytrip.com) and informed this seems to be technical glitch and we will look into it. Meanwhile she emailed stating you may buy additional 5kg and raise a bill on us.

We requested this is a cumbersome process for a student at airport. It's better you do it on your own rather than making us do the running. Matter got escalated as this lady din't have enough decision power.

On 12.01.2018 received a call from another representative ms. Ritu sharma (Customer delight team) stating we understand the problem and since this has got escalated due to various problems at mmt's end let me get back to you with right solution and don't worry you will need not have to do anything.

I did mentioned to her i could have booked 40kg allowance srilankan flight as it was rs. 4500 cheaper. But we booked qantas as it had mentioned 45kg and luggage allowance was important to us.

On 18.01.2018: ritu reverted stating 45kg has been done from our end and revised ticket will be issued to you soon. (Note: till date we haven't received the revised ticket)

Again we decided to cross verify with revised ticket with qantas airlines and they said it is 45kg inclusive of student allowance. Whereas mmt said they will pay for 5kg which was a technical glitch.

As on today, qantas has processed 40kg + 5kg including student allowance due to which i am unable to claim 5kg student allowance. And mmt has denied to give 45kg as committed. This is a clear case of wrongly commitment and fraud on makemytrip's part as 45kg was committed to normal passenger on your website and no where it was mentioned it is including student allowance.

Moreover, i did call ritu today and she was very unprofessional, unethical in talking and was not ready to listen what i have been trying to explain. As soon as she completed her saying, she disconnected the call on the face. On calling her again, she choose to disconnect. Is this how the company treats customer? Is this really part of customer delight team? The behaviour and the tone on the last call was very rude which really hurt me as customer.

I really want someone to look into it as last 22 days from booking has been horrendous dealing with makemytrip and it's representative. I have attached all the required details for the initial scanning of the problem.

Makemytrip india (Online)
Agent assigned to handle booking complaint
1st: rachna jaiswal (Email id: [protected]@makemytrip.com)
2nd: ritu sharma (Email id: [protected]@makemytrip.com | mobile no. +91-[protected]