[Resolved]  MakeMyTrip India — Service not provided as per itinerary / Package

Address:	122018
Website:	www.makemytrip.com

The service not provided as per agreed itinerary / package by Make My Trip for my family tour to Mahabaleshwar-Lonavala-Khandala on this Nov-16.
Few observations are shared hereunder:

1. Sharing the information well in advance:-
We didn't received any call from MMT till 31st evening regarding the cab driver details. I personally called the MMT for cab driver details. Around 11:00 pm, I received a sms mentioning the driver details. I called the driver and confirm with him for our arrival details at Bandra railway station for tomorrow's journey with 3 families.

2. Behavior of Cab Driver:-
Since I have very bad experience of Cab driver during my last tour to sikkim booked from Yatra.com, as an advance step, during booking itself, I clearly told MMT representative (Ms. Priya) to provide a good person who would feel like family member. But MMT didn't fulfill my requirement. MMT provided a rude driver (Ashok) without any information or itinerary about our travel plan. Whenever we told him that this point is in our itinerary, he refused that point and communicate with us in nasty language. We complained to MMT about his behavior but MMT has taken it lightly and no action initiated (what I feel). When cab driver used un-eathical language to MMT representative then MMT took action against him on 4th Nov-16, which was our day before last day of journey. It seems that after complaining about driver, MMT is not listening to their customer.
I remembered that during booking, MMT was speaking very politely and after full payment customers have no value for MMT.

3. Sharing information well in advance to Hotel:-
As per our itinerary, we reached to Hotel Mount Castle Resort by 11:00 am on 1st Nov-16. But surprisingly, there were no room booked in the name o[censored]s. We called to MMT for solution. Then after intervention of MMT, hotel provided us rooms (they told that we have no rooms available in 'Standard Non-AC' category, but as a special case we are providing Super deluxe AC room) which were in bad conditions. No Hot water facility available in the Bath room. Every time, we had to make call four to five times for hot water in bath-room.

4. Many sight seen points missed out:-
Due to Driver's attitude, many sight seen points were missed out. Upon asking to driver about the missed points, he replied in rude language and told that, "whoever prepared this itinerary, is fool", "There is nothing to see at that point", "Forget about that point", "I will not come". We missed the best place, "The Pratap Garh Fort- Mahabaleshwar", "Lohgarh at Lonavala" and many other places due to this. MMT need to look in to this.

5. Asking Parking charges:-
All kind of Parking charges are in the scope of MMT. But many times, driver asked us to pay the parking charges.
Which shows the in-adequate information shared to Driver b MMT. Now you would say that I should not give the charges and should call to MMT customer care. Same thing I tried many times but every time, I got reply from MMT that your issue will be resolve shortly and you will get call from our support team. Out of two times (in night hours), I didn't get call from MMT. Please let me know whenever you are on tour with your family and friends, do you have such time to send an email/make a call to your queries (where connectivity is also one of the constraints)???

6. Driver was in hurry:-
Cab driver was in hurry at many points like Venna Lake, Arthur Seat, Imagica, etc.
The standard timing of Imagica is 10 am to 8 pm, but driver told that we should come out from Imagica by 5 pm.

7. Driver have some criminal offence:
During driving, driver was on cell phone continuously and with reference to the conversation, it seems that he or his spouse did something wrong and police is behind him or his spouse. This is one of the major Safety Hazard when driver is on Cell phone while Driving.

In short of the story is, MMT should lined up such travel agency/driver whose attitude is good and friendly with the family. Also MMT should provide A to Z information to the travel agency/driver about the tour along with inclusion and exclusions.