Hii, this is Sunil Kumar and I am writting this because of the harrowing experience I had with makemytrip.com.
I had booked a rail ticket from TATANAGAR to MUMBAI for my uncle's family to travel in Nov 10. but due to some unforseeable circumstances, I had to cancell the booking. Upon cancellation I received a mail from makemytrip related to my cancellation and I was told that the amount will be credited back to my credit card acc withing 7-14 working days starting 14th Nov.
I waited for more than a month for the money to come to my account. Post which I called their customer care and wherein I was told that I need to contact the bank for the same. I complied with them and I contacted my bank (ICICI Bank) for refund status. The bank confirmed that they have not received any instrucitons from makemytrip relating to the funds.
Again I tried calling the makemytrip ppl, who gave me the same scripted response, that I need to wait for another 2-3 days for the refund to come as the case is pending with their ACCOUNTS dept. I also mailed my credit card statements on the instrucitons of the executives Mr Aniruddha Yadav and Ms Suman Rani as I had to call in twice to confirm the status on 20th Dec.
Now today 11th Jan I was too fed up with the delayed response so I called in once more and voila! the same response!!!
You guys must be really good at training your customer service executive, hats off to your training team, cos no matter how old is the case, same response is to be given to all and sundry.
Now I want to know few things:
1) Does anyone reads any mails sent by customers at makemytrip?
2) What is the so called "ACCOUNTS" dept doing to resolve customer's cases?
3) Is there any escalation done when a case is lying unworked/ unresolved for a certain no of days?
4) I am not concerned about the refund money as by gods grace I have ample to support myself, but if a representative of your company commits a timeline, doesn't it becomes a target of the company to fulfil the commitments made by the executive?
Or is it just that the executives have been hired to talk fancy english and misguide customers?
A genuine feedback to makemytrip:
"I am so disappointed with the service offered to me the first time, that I can assure you that I WILL never come back for any reservations in future, and beleive me I travel a lot for business. and I WILL also discourage my friends and family travelling for business or pleasure to avoid makemytrip as far as they can.
Currently this month I will be taking 6 flights from and to Mumbai and flying to Kolkata, Bangalore and Indore and this is pretty much the same for me throughout the year. All reservations done on cleartrip.com, which have a far superior customer service and transparent dealing."
I hope any senior person from makemytrip comes across this and get this resolved in order to prevent the reputatation of the company from getting spoilt even more.
For anyone reading this and having had such an experience with makemytrip. I request your help in this regard as I plan to lodge a case in consumer court asking for penalties and compensation.
Pls help me out in this case if you can.
Regards,
Sunil Kumar.
9967047194
Refund Confirmation Booking Reference Number NR251291939200
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