Musafir — Poor quality of coordination and did not honor commitments

Address:	Mumbai City, Maharashtra, 400069
Website:	musafir.com

Had booked a trip with them to bangkok and pattaya for the period 23-28 Dec 2016.

Must say that the overall experience dealing with them was far from satisfactory. Their lack of professionalism and lack of coordination between different functions / offices was very evident and apart from the "pre-sales" period, where one almost always gets the best proactive customer service, much was left desired during the rest of the trip. Listing down all the issues I faced...

(1) I did not like the default hotel options provided by them however I was told I will have a choice of 2-3 hotels to choose from within a particular category upon making the initial booking/trip payment. Unfortunately, after I made the payment within 2-3 days, I was told no other hotel rooms were available and that I will have to stay put with the ones that were booked or pay for the cancellation and select a different hotel from a 4/5 star category by paying the price difference.

Issue: - False commitment was made during pre-sales

(2) After having made the entire payment, I had to follow-up with 4 different people to get the detailed day wise itinerary so that I could proof-read it and ensure it is in-line with what we had discussed and agreed with their representatives. However I kept getting the feedback that I will receive the vouchers /itinerary soon but did not receive it until a few hours prior to my departure.

(3) And much to my surprise, the hotel voucher and the trip itinerary shared was incorrect and was not aligned with what was agreed. Upon highlighting this, I was given a very confident response that I needn't worry and that the corrected itinerary will be emailed the next day and a hard copy will also be handed over to me by their local travel partner upon my arrival at Bangkok and that there will be no issues whatsoever.

(4) However, neither I recd the correct soft copy (till date) nor did anyone share the hard copy of the correct itinerary with me upon my arrival in Bangkok

(5) Per the itinerary, I was scheduled for a 9am pick-up for Safari and Marine park along with lunch on 27th. But when no one turned up until 10am, I called the local travel partner and I was told they do not have it in their itinerary as it wasn't informed to them by Musafir India office. Finally, after making numerous international calls to the Musafir office, my vist was accomodated and I was picked-up at 11.30am and we reached at 12.45pm. Had virtually lost half of the day thereby missing all shows of safari park and also missed the lunch. Since the park closes at 4.30pm, we had to rush thru and could not really enjoy the park to our hearts' content.

Given that I lost half of the day, which means a lot to kids aged 7 and 4 yrs, it was only fair that they reimburse 40-50% of the day's ticket fees (~ 2, 000 - 2, 600 THB). When they did not agree, I gave another option of compensating by providing a dinner (in lieu of the missed lunch) and dropping us back to the hotel. I spent almost couple of hours speaking to everyone in their offices and after much persuasion, they agreed to drop us at a restaurant and provide us with dinner (which was not more than 300-350 THB) however they did not arrange for a drop back to the hotel!

(6) The half day Bangkok city tour was meant to include 3 temples and the Gems gallery as verbally confirmed and mentioned on their website however they left out 1 temple.