I have been using MakeMyTrip for almost 12 years for all flight, hotel and holiday package bookings.
And If I am taking my time to write below detailed review, readers would understand the deteriorated customer committment from MakeMyTrip over the years ending with the last experience that I am detailing below.
I have booked Andaman holiday package in March. All selections were premium and Salesperson(Teena from the screenshots) was super Supportive. For the island transfers, I checked with the MMT vendor Makruz and found that they have royal class seats(8 in total, in a separate cabin).
Since we are living in a post covid world and I have a 3 year old, I checked with sales, if they can provide me Royal class seats on ferry to reduce the exposure. They checked and confirmed yes(all WhatsApp and email confirmations from MMT are attached) and based on the confirmation(which included 12000K extra payment for booking royal class ferry seats), I paid around 1, 25, 000 INR for the 4N/5 days holiday package.
Please note that I have this sales discussion almost a month before the trip and made whole payments 3 weeks before so that they can do the actual bookings. I was told that I will be given actual tickets only a week before the travel. I trusted on MMT sales and operations executive(Prachi) and waited.
On 23rd March, I was given the tickets. All was fine, except for the Ferry tickets, which were ’Premium Class’, which is the default lower deck ticket. I had paid for Royal class( Premium(lower deck), Deluxe(Upperdeck), Royal(upper deck, private room with 8 seats).
From that day to my last ferry transfer, I had my brains eaten by following up for something, for which I paid upfront, I was committed upfront and based on the committments, I choose to choose MMT for the holiday.
I finally traveled in premium class, because of wrong booking by MMT. Still, they kept on assuring me as if I am idiot till the actual ferry transfer that they are working on booking the correct ticket.
They don’t have tele customer care. The emails and WhatsApp screenshots will tell you a clearer story. I am deleting my MMT account after 12 years or so. It’s time to find a better travel partner.
And after all these, they just refunded the excess amount, that too after multiple followups. Way to treat customer!