Jun 17, 2012 02:31 PM
2737 Views
The pathetic service started from the day we paid full amount and didn't receive any confirmation for same. There was no receipt or booking voucher on my mail id. Also nobody from MakeMyTrip(MMT) contacted us for same. We had to call call center and go through long waiting time to know the payment confirmation.
Then without taking our consent over the flight timing tickets were booked and again no mail confirmation. When we contacted the call center the sales person (Vinit Ext# 3354) just sent us the e-ticket with only flight details. There were no hotel details, neither any cab voucher. Once again we had to fight to get this simple process done which should have been done by MMT.
MMT gave us 6:40 AM flight which was not at all convenient to us, as we were travelling from Pune to Mumbai to catch flight. We request MMT for 9:30 AM flight, but no one listened to our requests. We had to fight for our genuine request but got a lame reason that we never confirmed the flight time during trip booking. Such a bad treatment to customers from MMT. Looked like MMT prefer own convenience over the customer's. But as completely entangled in MMT's trap, I had to travel 200 KM in a cab with my wife at 2 AM in night. This left us with no night rest before going for our dream vacation (our second honeymoon).
After reaching airport we came to know that our tickets are not together. Airline said its a group tickt and they can't change it. Another sweet blow from MMT where a family don't get to travel together. I can understand the difficulty to arrange consecutive tickets for a family of 6+, but MMT couldn't ensure the same for just TWO people. We had to travel separately for 4 hours on our second honeymoon. Same thing happened during return journey too. What an service from MMT!!!
Even after landing at Srinagar airport our ordeal didn't stop. We came to know about unavailability of our already booked 'private cab' is not there. And as we were not provided any confirm hotel or cab voucher, we had nothing to show to local tour manager. He asked us to contact the great service desk of MMT. Once again customer has to sort the problem as if we've created it. We didn't even get any sensitivity from local MMT people neither from service desk. We had to make calls from our roaming cells with so famous long waiting time instead of enjoying our first day in Srinagar. They couldn't solve the problem even after explaining the emergency. As a government agency they asked me to call next day morning as concerned department don't work in evening. It was such an frustrating situation which ruined our first day totally. After paying so much for the services what a poor customer get is sheer FRUSTRATION. Can MMT compensate for all these sufferings ???
Service desk promised to call me back on resolution of my complaint for private cab on day one, but we never got it. So on second day we had to call them again which was terminated abruptly by them. Again nobody bothered to call back us on the status of private cab, so we had to again share the vehicle. This caused so much problem to my wife who suffered from motion sickness due to travelling in a coach through winding hill route to Gulmarg. So this way MMT ruined our second day too. What else we could do than cursing that fateful day when we approached MMT for our trip.
In Gulmarg there was no assistance from MMT to arrange tickets for cable ride. Due to heavy rush we missed the only attraction in Gulmarg and had to rest in hotel whole day. Once again pathetic customer management from from MMT!!!
The FOOD : The second most vital point of any vacation is the food. People like to have good quality food as they have paid so much to MMT. But as MMT never think about the customer and always for MONEY, we got the cheapest food available in the market. Also it was the same menu throughout the trip. Everybody used to complain poor hotel guys everyday who had no fault in food preparation. In Pahalgam, hotel management put an explicit notice they are not responsible for the complaints for food. This is the great planning by MMT. Once again they proved that they create 'Unlimited Memories'.... good or bad, who cares here??? MMT should change the slogan 'Apana Sapna Money Money".
The customer support : MMT has one of the worst customer support. After getting initial blows from the brainy sale person at MMT, we had to literally struggle to get the cab problem solved. MMT will commit mistake (no private cab, no cab voucher) then they will ask customer to resolve it by calling customer care. When poor customer calls them they can't even call back and keep them on hold for long time as they keep him transferring from department to department. Customer has to beg for resolution as if MMT has organized the trip free of charge and they are doing great charity to him. We also asked for the travel bills (only flight and taxi) for this trip which will help to claim tax benefit. But no MMT representative said it was a group trip, hence they can't provide it. As a customer aren't we entitle for a proper bill of our payments? If its not so difficult then why can't you provide if asked by customer on special request?
The refund: As communicated over phone by MMT representative we were about to get the refund. We called MMT customer care once were back and they promised to refund me for 2 days of cab charges onb 6-June-2012. We waited for 5 days and called back again on 11-June-2012 and was surprised to hear that there is no such request in their system. As if MMT has made a god promise that they won't stop making customer experience as hell as possible. Again I'd to explain the scenario and convince them that I'm asking for genuine refund. After a long wait they finally agreed to give back our money, but without tax which they charged while booking.
I didn't understand while booking these guys never forget to charge the service tax, but while refund they do very conveniently. After reminding of the service tax, he calculated the refund correctly. That shows if I'd not, I would have not received the actual refund. What is this loot from MMT??? Why customer has to suffer not once but multiple times to get his money back? Why you can't call them and ask for the details required to do so? Why this is so difficult? Don't you have a post-sales department? Don't they gather feedback from customers avoid same mistakes to improve in future? I think asking people to drop mail at feedback mail id is not enough. Please showcase the cases where you've taken action and display it on website. It will improve the credibility of MMT, which seems to be lowering day by day after each trip.
We'd a pathetic experience and so did many co-passengers, but MMT never showed a simple courtesy to ask for ground level feedback from client after the trip. As if MMT is not interested in making a long term relationship with customer. If MMT is only focussed on short term benefits which will be quite petty, then its future is very gloomy. If one can't respect the customer then that business can't survive in a tough market like today.
