Hi,
I really hope some one goes through this whole email and escalate it to the correct authority to take appropriate action. I am a very frustrated and harassed customer of make my trip. I have never seen such a poor and harassing customer service till date. Below is the conversation I had with different people
Unknown in Make my trip: I called up on the 24th evening to check if everything is fine on the booking and was told that the booking was confirmed for Me, my wife and my 1 month old daughter. This call was made around 8 PM
Indigo: I called Indigo on 25th about 12 PM to check on the ticket status and was told that the infant was not there and it was booked only for me and my wife. I had to be on hold for 20 mins before I got some one in Indigo.
Tanya in Make my trip: I called MMT at about 12:30 PM on 25th and informed about the error. She very promptly accepted the error and kept me on hold for 25 mins and got it corrected as well as got the new Indigo ticket sent to me from Indigo Airlines. I checked with her for a compensation and she immediately apologized and said it was a technical error and a compensation for that cannot be made to which I immediately agreed. Before hanging up the phone I asked her to check the spice jet ticket as well and confirm if my daughters name was appearing on that, to which she immediately replied that it is fine on the spice jet ticket, I agreed and disconnected the call.
Indigo: As promised by Tanya I got the e ticket from Indigo, however it was still incorrect so I had to call up Indigo and this time was on hold for approx 10 mins and had to request them to send me the revised e ticket which they did. So another issue from MMT, they should have got Indigo to send the correct ticket in the first place.
Spice Jet: As Tanya confirmed without even researching the system I was not very confident about the spice jet ticket and called them up around 1:15 PM on 25th and came to know that the infant is not added on that ticket as well.
Jagjit in Make my trip: I immediately called up make my trip to get Jagjit on the call. I explained him the situation and asked for a supervisor to which to put me on hold for about 15 mins to come back to me and tell me that he has been trying the spice jet number but it is busy and if I can call up after some time. That is when I really lost it as I asked for a supervisor and he had the audacity to come back and tell me to call back after sometime even after knowing what had happened and how much of a follow up I have been doing just to get the right ticket even after paying for it in full. I insisted on a supervisor who then came on the call after about 25 mins and in between I was continuously told to hang up as the supervisor is busy and could not come on the call
Ravinder Kumar (Supervisor): Then I got this guy to whom I had to tell the whole story again and he also said that no compensation can be given for the harassment and the follow-ups because of the incorrect information given to me time and again by MMT customer care executives. To which I asked for a manager and was told that he is on a call, when I insisted I was told he is in a meeting, and when I insisted further I got Rizwan on the call after 30 mins, who was confused if he was on a call or a meeting or on lunch.
Rizwan (Manager): Very promptly without wasting time he convinced me that he was looking at getting me a compensation and very efficiently after so much going on managed to keep me on hold for more than 30 mins after which neither did he send me the new e tickets from spice jet nor could he arrange for a compensation. I even told him Rs. 100 as compensation would be fine, but he seemed to be in a Sunday mood and gave me a no. which is 9810401942 and told me whoever picks up the phone here will be able to assist me. I really failed to understand what did he do when he put me on hold for more than 30 mins, was he just trying to make sure that I am harassed to the core, not sure if that is the motto of the organization as well because till here that is what it looked as every one was consistent in trying to irritate me (the customer).
Pallavi (Supervisor to the manager): When I called the number given by Rizwan, I reached pallavi who was again very consistent in the same approach of irritating. When I called her and requested her to call me back I was immediately told that a call back is not possible however if I call the toll free no. and give the extn no. 2444 I would be transferred to her, to which I agreed. However again to add to the frustration when I called MMT ‘s no. I had to be on hold for about 5 mins before I got some one who could not transfer me to the extn given and also could not transfer me to pallavi. So exhausted by now which is about 4:45 pm I called pallavi on the mobile no. knowing that I have already spent a lot on my mobile calling. Pallavi assured that she will get something done and will call me back in half an hour, which she very nicely did. I didn’t understand at this time how could she call me back when in the first place she refused and made me talk to her on the phone knowing I had already spent 5 hours on the phone trying to fix it. Also the compensation that she gave was the most funniest part of the whole episode.
She said I can get Rs. TWO HUNDRED AND FIFTY (WOW) off on my next transaction with MMT.By now I was done and didn’t know what to do and in anger we finally agreed that she will return the 250 to my Ccard as compensation. I was dead by now. I will write again to let you know if I receive the amount
I feel 10 times more frustrated that I was when I first called MMT and would never ever even visit the site in future and would make sure that I let people know about my feelings about MMT whenever we talk about travel or holidays.
Hope some one (to who the reputation of make my trip matters) reads this and take necessary steps to fix this harassment of customers. I feel like writing a lot more but am completely done complaining.
A very frustrated customer
Abhinav
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