I am surprised by makemytrip’s absurdity, inefficiency and apathy . How can you think of helping a customer when makemytrip can’t help itself . Its like asking a schizophrenic thief disguised as the police to catch the thief. When all the components of a system fail then the system cannot cure itself . Birds of a feather flock together and a blind man can only lead another blind man into a ditch . A basic lack of understanding prevails in this organisation wherein discussions are futile .
Where in the world can you expect such self centred behaviour, arrogance and ineptitude .
A booking agent who being a "team leader "thinks he is the boss of the company and he has no one to answer to, with a “take it or leave it “ attitude who is unhelpful, inefficient, non punctual, erratic, arrogant and unavailable . A person who promises something and delivers another. Untrustworthy and shrewd .
His supervisor who is outright rude and stays aloof and has no clue about customer affairs. Hail solace!
A visa ops agent who is unavailable, has no initiative, has no sense of customer satisfaction. Has no feedback know how for customers .Expects customers to know everything .
4.An accounts department who has no trace of payments made under a booking ID. Expects customers to pay for the same flight again and again . No sense of organisation .
A website that is non-informative and handicapping .Even though I have an invoice generated of the full amount against a booking ID later the same booking ID expects you to pay the full amount again . BONKERS!
Booking agents that make several booking ID’s against the same PNR and create chaos and confusion that is conveyed as tremors to the accounts departments, to the customer care team, to customer, to other booking agents to visa teams .
Customer care executives who find it convenient to transfer calls to the automated answering system again and again to keep the customer in a never ending loop and care two hoots about case resolution .
8.The automated answering system which is so tuned that you will get to a customer care agent immediately if you have a new booking but for an existing booking you will have to wait and wait ……
9 . A customer delight team that knows all, sees all, ignores all, is covered deep in the filth of its organisation to think rationally to effectively resolve customer issues .Such is the sense of nepotism and conflict of interest . Gone are the time when customer delight teams greeted customers with “ REGRET THE INCONVENIENCE CAUSED TO YOU” rather greeting them with “WE HAVE INVESTIGATED THE ISSUE AND HAVE SOME GOOD NEWS FOR YOU. YOU WONT HAVE TO GO NUTS ANYMORE. WE’LL HANDLE IT FROM HERE “.
If the customer has to get corrected the amount he has to pay by showing and send proof of settled amount then what use are you at makemytrip? If the customer has to send from of his bank statements to show that he has paid for a service then what use is your accounts department, your records keeping department, your booking department(who is made aware of payment at the time its done) and what use is your website if it cannot reflect this basic detail .
Who is taking responsibility of the customer at makemytrip? How do you expect the customer to deal with multiple booking ID’s for the same flights when these numbers give them jitters.
There is no way to escalate, even supervisors and team leaders are stubborn to escalate when escalation is the right and honest thing to do . When you can’t handle things please allow and give an opportunity to someone who can .
IT ALSO GOES WITHOUT SAYING THAT IT HAS BEEN A HORRID MISTAKE OF ENTRUSTING MAKEMYTRIP WITH THE RESPONSIBILITY OF MY TRIP AND I SHALL MAKE NO SUCH MISTAKE FOR MY FUTURE TRIPS. IF THIS IS THE WAY MAKEMYTRIP HANDLE FLIGHTS AND HOLIDAYS THEN REST ASSURED "THEY WILL NOT MAKEMYTRIP “
WITH SUCH AN EFFETE MANAGEMENT & EXTREMELY CHICHI STAFF I DONT THINK THEY ARE TRUSTWORTHY ENOUGH TO BE GIVEN THE RESPONSIBILITY OF A CUSTOMER’S FAITH . WITH THE FEEBLE AND DISGRACEFUL SERVICES THEY HAVE ON OFFER IT IS EVIDENT THAT THEY ARE CHARGING EXORBITANTLY AND MONEY SPENT FOR MAKEMYTRIP’S SERVICE IS MONEY VERY POORLY SPENT .
WITH A PREVALENT SENSE OF EVASIVENESS PERVADING MAKEMYTRIP AND THE KIND OF COMMUNICATION BREAKDOWNS THAT EXIST BETWEEN CUSTOMERS AND MAKEMYTRIP AND BETWEEN DIFFERENT DEPARTMENTS OF MAKEMYTRIP THEMSELVES IT IS NOT SURPRISING THAT STEADFASTNESS, HONESTY AND THE DESIRE TO DO WHAT’S RIGHT FOR THE CUSTOMER ARE QUALITIES THAT MAKEMYTRIP COULD NOT INCULCATE.