Their online and phone systems seem archaic(they are the origin of my complaint) and customer service is completely un-empowered to solve customer issues.I tried booking a flight Delhi-Bangkok and kept on getting a’timed-out’ message on their system. I thought it might be my new credit card but waited 10 minutes before trying another just to make sure I didn’t receive a confirmation email saying it went through - before trying another credit card. Then I noticed the fare had disappeared from their site and thought perhaps the fare had expired or had been taken so I tried booking the next fare(same flight - higher fare). Still said’Timed-out’. I had generally had okay experiences with MakeMyTrip prior so I thought I would just call them.
The phone call took close to 40 minutes to make a booking as the guy on the other line kept placing me on hold for two minutes - every two minutes. Finally, he noted that I already had three bookings made for the flight just as he was collecting my credit card details. I couldn’t believe it! I had received no confirmation from their site - just the’Timed-out’ Message and no emails. All of a sudden, as he said this to me, I received three confirmation messages in my email box(hmmm). So I said, "No worries - just keep the first flight booking I made and cancel the others." The guy on the other line, Rohit Sharma, started talking about putting me on hold(it was about midnight at this point and had already taken 50 minutes) and cancellation fees! I blew my top! Their system had errors AND they had taken 40 minutes to try to complete a booking and they had the nerve to talk about cancellation charges! Rohit was polite but said he needed to fill out a form to see if they could waive the fees, etc. but needed more information(please hold), etc. It was turning into a nightmare!
It still didn’t end - this morning I got up and Kanika Talreja informed me they had cancelled my trips - that is - they cancelled all my lower-fare trips on the flight and kept the one that had a higher price! Why would I want to cancel the lower fare to pay more on the same flight? To line their pockets of course. So I wrote a couple emails - no response. I tried calling - I get cut off(three times). I am now waiting for an online chat person as I have no other way to ask them for a resolution! Still waiting.
Please wish me luck! At this point, I think I’ll just be happy with my money back from them - forget the flight! I thought it was a decent company but I have told all my employees at the company I run to avoid MakeMyTrip. I have also warned my credit card company that these guys are clearly seedy.
Was able to get them on the phone through going the new booking route. Spoke to Jagjit Singh(not the singer) who did not get it despite me explaining 4 - 5 times. I tried to break it down and mention there were two issues: 1) the online system saying it’Timed out’ and still charging the customer and 2) I had requested and confirmed the cheaper ticket but that was still cancelled and one of the higher price tickets(I had asked to be cancelled and have an email proving so) was instead confirmed. He kept on looping back to the first issue saying nothing else can be done until they do an internal case to see if it was my fault or theirs and then they will charge me accordingly for cancellation fees(gee, I wonder which way their internal investigation will go).