MakeMyTrip India — Serious complaints towards very poor and unsafe cars and substandard Hotels

Address:

Make My Trip, Gurgaon, India

Dear Sir,
I am forwarding the below complaints submitted by email to Make My Trip officer who booked my trip package but there is no action yet.
To,
Dear Ms Rekha Balakrishna
Make My Trip
Reference: Private Package for family taken from 21st June to 28th June, 2023 from Delhi airport to Uttarakhand Places and drop to Jaipur.

As old and regular customer of Make My Trip, I genuinely and sincerely lodge serious complaints towards very substandard services of transport mainly and substandard hotel at Guptkashi, Uttarakhand. Reference to above package, I purchased a private tour package with 4star Luxury Hotel and Good and safe condition Car. I had informed and expressed all the serious problems of very poor and unsafe condition of cars and substandards hotel stay ( 3 Nights in Guptkashi) continuously by phone, whats app to you and vendors, sub-vendors and card drivers again and again.

Though you attended my calls and whatsapp messages, accepted the problems and tried but the issues/problems could not be corrected/resolved, so Make My Trip failed to provide the assured services as per the amount paid for the Luxury package for the trip.

Needless to say, that due to involvement of multiple vendors/sub vendors like Trihari Travels, Chawla Travels (sub-vendor of Trihari Travels), 3 different cars and their drivers, not only I paid huge money for the services but never received the promised services. First, there was a very unsafe and shabby condition car was used from Delhi airport to Rishikesh, but changed after a lot of follow up from Rishikesh. Again, another very dirty, shabby and unsafe car was provided from Delhi to Jaipur with no place in back luggage box ( no space due to CNG cylinder) and I was forced to travel with my some of my luggage wet on the top of the car and also luggage kept on the rear seat at the discomfort of my family, as there was very less place to sit on the rear seat. My valuable luggage on the top of car was spoiled due to heavy rains ( as there was no space in back box of car)

Also, my family was forced to live 3 Nights in a very substandard lodge ( Zero Star) in Guptkashi, though I was charged for a 4 Star Luxury Hotels. Except Badrinath and Haridwar, other hotels were also not luxury hotels.

Summary is that my holiday tour with family was spoiled by Make My Trip due to continuous tension by calling multiple agencies and still not resolved. I had to run with high risks of accident due to very poor condition of cars on hills, highway and extremely high inconveniences faced throughout the tour.

I therefore, raise this very serious complaints formally and request Make My Trip to compensate the spoiling of my tour, high discomforts, inconveniences and safety threats on during the travel due to unsafe and very poor condition cars by REFUNDING THE FULL AMOUNT PAID TO MAKE MY TRIP ( Rs 156600) AS COMPENSATION TO KEEP THE REPUTATION OF MAKE MY TRIP AND TO RETAIN THE FAITH OF MINE AS VERY OLD AND REGULAR CUSTOMER). PLEASE BE INFORMED THAT SINCE LAST SO MANY YEARS, I AM USER OF MAKE MY TRIP FOR BOOKING MY TICKETS, PACKAGES ETC.

Please acknowledge this email and do the needful in refunding the charged money.

Anticipating a quick refund of tour package charges, I am sure that Make My Trip being a professional company will take the cognizance of this matter and will not only satisfy me by refunding the tour amount but also will take the Quality Control of the vendor services to restore the reputation of the company and satisfaction of its valuable customers. I believe that I will get my refund of tour within a week's time and I will not be forced to escalate the matter to Make My Trip Top Management, social media etc.

Above is also a sincere feedback on the experience of my family for this tour and services received.

Thanking you in anticipation,
Home Nidhi
Attachments : Some Pictures as evidence