Dear Customer Services Team -
Please refer to my Innova Cab booking id NC[protected] from Pune to Terminal 2 Chhatrapati Shivaji Maharaj International Airport (BOM), Terminal 2, Navpada, Vile Parle East, Vile Parle, Mumbai on Saturday, 14th January 2023.
Given below is our complaint against this booking. Kindly investigate and advise suitable action taken. I would expect a well-known firm such as Makemytrip to take stern and proper action against the vendor providing cab services to Makemytrip customers.
I booked a cab for our trip to Mumbai Terminal 2 International Airport from Pune for Saturday, 14th January, at 5 am.
On 14th January at 4.45 am, I got a call from some person who claimed to be the supervisor of the cab company and informed me that due to some operational reason, they would not be able to provide an Innova Car but instead a new Ertiga model car would be provided. I said that given the last-minute change, there was no choice but to accept the change in the car model. The manager said the Cab would arrive in 15 minutes.
I felt this was a deliberate attempt to provide a smaller car instead of the Innova Car we had paid for.
Late arrival of Cab:
After 15 minutes, the driver of the Cab called me and informed me that he was on his way from Wakad, which is approx 30 minutes away from the pick-up location. After constant follow-up and providing location support, the driver arrived at the pick-up location at 5.30 am, a delay of 30 minutes.
Safety issues
After we left for Mumbai while driving, the driver kept calling with no handsfree and texting his supervisor regarding the App where he could update the OTP to start his trip. This continued for 30 minutes. The supervisor also called me to inform that they cannot update the App and asked me to tell Makemytrip about the App not working.
We only got moving on our trip to Mumbai at 6 am, a delay of 1 hour.
Fastag
Upon reaching the first Toll Booth, the driver did not have enough money in his FastTag. He called his supervisor to recharge the FastTag. We kept waiting for 10 minutes at the Tollbooth.
The driver seemed unprepared for this trip and had no idea how the App worked.
One expected cabs to arrive on time who are well prepared and are experienced for intercity trips.
Condition of the Cab: The back seatbelt on the passenger side didn’t work. When we informed the driver, he said he was just a driver and couldn’t do anything about it. Given the seriousness of accidents in the last few months, especially on the Pune -Mumbai expressway, it has become mandatory for passengers to wear seat belts for safety. This was a serious breach, and we felt unsafe on our trip, given that it was on the expressway. This is not excusable.
We could make our flight in good time, but only because we built in some allowance. We would not want to use Make My Trip again for anything even remotely important, given the shoddy service and stress caused to us.
Given the above experience, we would want total compensation for our trip and expect Makemytrip to penalise the Cab vendor for such poor service.
Please escalate this to your senior managers for their information and necessary action.
Await your response.
Regards
Makarand Pande
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