Copy of email I wrote to feedback - let me know if you have any senior managements contact numbers.
Name: xxx
Booking ID: xxx
Email: xxx
Phone: xxx
**Complaint**
I don’t have complaint ID but you would find the note if you look up on your system with booking ID. I have had series of interactions with your customtakeouter service, particularly one agent named VRINDA SIKKA and had horrible post-sale experience with her.
I booked my holiday package to Laddakh starting May 15th through her in early March. She was very helpful during booking process and clarified my questions in 2-3 calls. Of total payment of 61, 545/-, I paid first installment of 30, 000/- then. After that my trouble started.
1. I was expecting from good customtakeouter service point of view and from company of repute MakeMyTrip that there will be reminder or information about next installment of payment and confirmation of trip. That didn’t happen till end of March. When I called customtakeouter service, I was informed that since VRINDA booked my package, only she can take payment.
That’s beginning of ridiculous policy and hassles associated with it. As it will become soon apparent to me, anything to do with my package must be handled by VRINDA directly. And obviously, I have no way to reach her directly. Nor can any of your agents seem capable of transferring call. Further, her work timings were unknown to me or to other agents. In one signature, she sends her direct number. Not sure if it was by mistake but she never did the same again and perhaps changed her signature. Not that it helped because she hardly picks up even after calling multiple times.
Coming back to payment, after 2 calls, VRINDA calls me to take payment and sends link to MakeMyTrip’s online gateway. That’s only email I have from her which gave me her personal email ID and direct phone number so crucial to reach her directly. While I was assured that travel vouchers and ticket would follow, they didn’t.
2. After waiting for about a week, I called again asking for travel vouchers. Now you know that after 10+ minutes of navigating your IVRS and waiting, I am being told only VRINDA can do whatever I need and agent cannot transfer to her and she doesn’t pick up my phone or reply to my email. What I am supposed to do?
After 2-3 calls to agents, I get hotel vouchers from someone other than VRINDA. I still didn’t get tickets.
3. Rinse and repeat. Agent 2-3 calls, and finally VRINDA sends me my hotel vouchers(again) and travel tickets.
4. After my trip is concluded, I wanted invoice for LTA purpose. Please note that I still had not received any confirmation or invoice of second installment of payment. Obviously, again only VRINDA can give me invoice and agent says that she has mailed to VRINDA to call me back.
5. After waiting another week and not hearing from her, I call her directly and email her. Only multiple attempts over multiple days she picks up phone, and says that she will send me my invoice.
6. After waiting for few more days, I still don’t get anything. Neither does she reply to me nor does she pick up my phone. On 2nd June when she pick up my phone she HUNG UP ON ME after I reminded about the invoice.
7. On next day, I call again and an agent named JAVED informs me that he is sale supervisor and will ensure that I get reply within 24 hours. He also refuses to transfer me to VRINDA or to VRINDA’s supervisor.
8. Today is 7th June and obviously I’ve not heard from anyone. VRINDA has not replied to my emails. JAVED has not kept his promise, she refuse to pick direct calls, other agents cannot help because of your policy and I am stuck here drafting a long mail hoping for some help.
9. Apparently, you don’t seem to keen on receiving complaints either. Forms on contact management(https://MakeMyTrip.custhelp.com/app/sharefeedback) and Feedback page(https://MakeMyTrip.custhelp.com/app/customtakeouter_feedback) aren’t working and hence I am writing at this email address.
**My complaints are as follows:**
1. I have received very pathetic post-sale support from VRINDA SIKKA and I had to call multiple times to even get basics of my booking. Her support after trip in terms of invoice, not replying and hanging up on me has been horrible. I seek just remedy for my hassles.
2. In all this drama, my basic requirement of an invoice for LTA purpose with breakup of lodging, boarding and travel has been ignored. I seek this invoice immediately.
Make My Trip has been website of my choice as you can see history of bookings on my user ID "talktoashish@gmail.com". Clearly too large a size and listing in NYSE has pushed customtakeouter service in gutter. I may not go ahead and make *RuinedMyTrip.com* but this experience has definitely impacted my future dealings with MMT.
Regards,
xxx