MakeMyTrip India — Unprofessional behavior of make my trip

Address:	122016
Website:	www.makemytrip.com

This complaint is with regards to the booking ID - IN1601B8S2474390- A customized trip to London and Scotland. This was our second trip abroad with Make My Trip and it was indeed a wrong decision.

I would like to get clarifications to all of the queries below from Make My Trip:

1) We had certain Visa issues and so we were not able to travel on the early morning of 24th April 2016. And we could travel only on or after 25th April. But we were not able to reschedule the flights on our own as it was booked by the agencies. When we notified their team of our visa issue at 1:00 am itself, they did not give us a choice of cheap flights and throughout the day, they kept transferring our calls from one department to the other only to get the most expensive flight in the evening because I got an email from one of their staff as follows at 5:00 pm, 24th April 2016 -


Dear Ms. Hazarika,


Ad discussed over the phone we can offer below possible flight option as of now


4 EK 511 W 25APR 1*DELDXB DK[protected]APR E 0 77W M


5 EK 003 W 25APR 1*DXBLHR DK[protected]APR E 0 388 M


6 EK 026 U 02MAY 1*GLADXB DK[protected]MAY E 0 77W M


7 EK 516 U 03MAY 2*DXBDEL DK[protected]MAY E 0 773 M


Fare Difference including date change charges for all of the 03 guest : INR 1, 05, 386/-

On the very early morning of 24th April 2016, we had checked and there were options for cheap airlines but instead we were told that there is only one airline that suits our requirement and asked us to pay 1, 05, 386.


2) Despite our requesting their staff to get us airport pick up from Heathrow to our accommodation so many times, the guy who mailed us about the airlines told us that it is beyond impossible to arrange for our pick up on such a short notice and it takes minimum 48 hours to book a cab. 48 hours to book a cab, seriously?? Do we live in some ancient age that booking a cab requires such amount of time. Well so according to Make My Trip, if a flight is delayed or a person has to reschedule a flight due to some urgent issues, he or she has to arrange everything on his or her own to reach the destination. And that guy told us that we had done a no-show from our side on that day (24th April), so cab arrangement cant be done at such short notice. Well, in this regard their team was aware of the flight change at the earliest hour so they could have intimated the same to their so called third party, GTA easily. It was the first time we were traveling alone and we ended up paying 60 POUNDS to reach the accommodation in London.


3) The member staff who had given us the airline details also misguided us stating that " Your itinerary for 25th April 2016 has been a no-show. And so no change can be made to it." Only after re-inquiring with another member of Make My Trip, we came to know that the vouchers provided to us were valid for 48 hours from the point of redeeming. So this implies that not all of the employees in Make My Trip are aware of everything and instead of getting the queries of customers clarified from their fellow team mates, they blindly reply to customers to escape the situation.


4) The thing that happened in Glasgow was a DISASTER. It was above all the problems stated above. The very first thing that happened as soon as we entered Novotel, Glasgow was to hear at the reception "Sorry, Ma'am your booking has been cancelled by your agents". Anyone would have panicked. Since I was carrying a phone, I called the GTA toll free number. And then we had to wait at the reception for an hour to get the issue resolved. The thing that happened after that...beyond imaginable. We got a call from the reception on the early morning (5:00 am to be precise) of 2nd May 2016 "Maa'm, your pick up is waiting here at the reception for the airport drop". Anybody could have panicked in an unknown country. We knew we had our flight at 21:35 hours but we did not know what to do and checked out the Hotel and reached the Airport at 05:30 am. We verified the flight timings at the Airport and came back to a friend's place paying 24 POUNDS. Luckily we had a friend in Glasgow, where we stayed the whole day until the evening. We had sent mails and asked them to arrange for our drop to the Airport from where we were staying. But, I guess each one of them was too busy to respond to that. So we paid 24 POUNDS again to reach the Airport.

5) To top all of the concerns stated above, I got an apology mail from one of them apologizing for our THAILAND trip (Make My Trip needs to invest their time to research a little bit about their clients, before replying just like that to the customers) which states :

"Dear Mr. Hazarika


Greetings of the Day….!!!


Please accept our sincere apologies for the inconvenience you may have experience in respect to your Thailand trip.

"
We were expecting a little help from Make My Trip, and here we get to know that they are not even aware where their clients are suffering.. in London or Thailand ? This is so shameful at least of such a reputed travel planner .


Regards,
A disappointed Client