To MakeMyTrip Team &
Aitken Spence
I am Apoorva Vaidya, and I recently traveled to Sri Lanka on a group tour organized via MakeMyTrip. We were a group of seven travelers(Apoorva, Aishwarya and Madhuri Vaidya, Mr Salim and Hameeda Charaniya and Mr Rakesh, and Asha Bansal) who had trusted your platform to deliver a memorable and seamless holiday experience. Unfortunately, what we encountered was far from acceptable, and I am writing to formally express our deep dissatisfaction with the service, particularly with the assigned tour guide from Aitken Spence, Mr. Thilak(Toyota vehicle WP PI 2103).
From the very beginning, Mr. Thilak displayed an unprofessional and uncooperative attitude. He was consistently rude, dismissive, and unwilling to accommodate even basic itinerary requests. Several key tourist attractions, such as Kandy Lake View Point and prominent waterfalls en route from Nuwara Eliya to Bentota were completely skipped, despite being part of our planned route and free to access. When we questioned him, he responded rudely, often arguing and raising his voice rather than assisting us.
Throughout the tour, it was evident that he was steering us towards restaurants and shops that were highly overpriced and commission-based. He discouraged us from visiting more budget-friendly or local alternatives and did not allow us the opportunity to negotiate prices. For example, during the Kandy cultural show, he refused to share ticket details and dismissed our questions in a disrespectful manner, asking if we wanted to eat the tickets a response that was both inappropriate and unacceptable.
At Gregory Lake, he directed us to an uncomfortable and poorly maintained boating area frequented by a disruptive crowd, which made our group feel extremely uneasy. In Colombo, which we were eagerly looking forward to for some shopping, he deliberately skipped taking us to any suitable shopping destinations.
Overall, Mr. Thilaks behavior was consistently unprofessional and unpleasant. His lack of basic courtesy and his aggressive tone significantly impacted the quality of our trip. As paying customers, this level of service was far below our expectations, and we feel both disappointed and misled.
We request that MakeMyTrip take strict action regarding this matter. We also expect fair compensation for the distress and inconvenience we experienced. If this issue is not addressed promptly, we will be left with no choice but to escalate the matter through consumer forums and lodge a formal complaint.
We hope you treat this feedback with the seriousness it deserves and look forward to a timely response.