Very poor customer service. I made a domestic reservation(NF2201814936167) and all I wanted to do was change the date . It is such an ordeal.
Phone call 1 - after being on hold for 45 minutes was told that I could not do it . note I had a fully refundable fare. When I challenged the customer rep . they disconnected the phone
Chat session - tried accessing them via chat spent another 45 minutes and was told by the chat agent that the only way to handle changes to existing travel is to call . so back to square1. I spoke to two chat agents Kushal Rehlan who transferred me to Alok Mullick.
Phone call 2 - was on hold for another hour or so and when I got the agent (Nipika Sharma) she initially told me that she cannot help and that she has to transfer me to someone else. at this point I think this is a game they play because upfront the voice prompt asks you to press #2 to speak to an agent regarding changes to existing travel. How come you get to an agent who has no idea how to assist even when you follow the prompts properly? I refused to be transferred and told her to conference me with the right agent. now the new excuse that I got was she has no way of accessing my reservation . I continued to insist on escalating this. She put me on hold for 5 minutes and then told me she was going to hang up and ask somebody else to call me . this reminded me of phone call 1 above(customer support wanting to run away!) . I refused and gave her my cell phone and told her that she could not drop untill I got a call on my other line. now she was out of excuses. short of hanging up she had no way but to resolve this .
Its been over 2.5 hours now and I am still on the phone. The latest excuse I get is that their system is slow .
Hmm what a day .
Is it reasonable to spend hours on the phone just to get the dates changed even when I am willing to pay the fare difference, change fees etc?
Readers . PLEASE learn from this experience and AVOID makemytrip.com at all costs.