Do not book your tickets with MakeMyTrip, they will cheat you. See what happened to us.
We booked a trip for 2 families in October from MakeMyTrip. Until the booking the agent (Mr Kishore) acted very nice. He mentioned that he was the point of contact for this booking and and we can call him anytime he even gave his cell phone number.
At the end of Nov, Kishore got back to us asking us to pay the rest of money. We made the final installment on 19 Dec. However I realized that Suraj has not sent us the confirmation vouchers (I had asked him the same earlier but didn’t worry too much as we had enough time).
When Kishore sent us the vouchers, to our surprise he has booked in a totally different hotel then what we had asked for. Once we started making calls, Kishore started out giving all sorts of excuses:
-Other team made the mistake, I only do sales, I don’t know how this happened.
-This hotel is as good as other, what is your problem ? Even on constantly asking him to get us to talk to his manager, he would say he would get back to us in hour but never did.
On calling his cellphone, he constantly rejected our call and sent us the message that "I am out of office, please contact 1800 customer service).
Since there was still some time to our trip I tried calling them using their 1800 system but this was of no use, unlimited waits and no one to respond, so I raised a complaint using their system 131221-027677 on 21 Dec. The replies I got back from their customer service was, "We apologize that you were unhappy with our agents. We can understand your feelings and we have already taken serious steps on our representatives who were involved in this issue." This is the best way MMT thought they can get out of this, blame it on agents as this is not their fault after all.
I escalated the complaint further and I get similar response, this time MMT has gone on blaming their vendor. The response I got was "We would like to inform you that from our side we already shared the strong feedback to seller so that same thing not happen with any other guest.
We would like to inform you that Misty Mountain Resort was sold out and there was no room available for same date so that seller gave you alternative option of Eastend Munnar and both are on the same category.
Hello, I was talking to MMT all the time not the vendor, If I wanted a regular vendor there are lots of them next to my house.
Post the trip I raised it to the third level and Kajal Devi from MMT trip called me, after the discussion she agreed that there has been a mistake on their side and she will resolve the issue in 48 hours. Looks like MMT trains people to make such wrong promises. Kajal Devi never got back even I reminded her few times.
I finally escalated the issue to Management and complaint got assigned to Geeta Eral, Head, Customer Delight, guess what she did. She assigned it back to Kajal Devi who responded saying she will resolve in a day and its been 2 weeks and no further replies from her.
This is only the hotel part, We had asked to book a 7 seater Innova for us and I had specifically asked to mention this in the voucher. He kept saying he will take care of all this and there is nothing to worry. On the day of our trip what we saw is we got a 6 seater innova and their Bangalore agent clearly told us, "We were not give any such requirement, if we want we can take the car or leave it." Since we were in Mysore the next day we tried to contact MMT to see if they can get it changed by the next day, the response we got is that their agent is not reachable so nothing can be done.
So we had to adjust in this car throughout the trip. (imagine how difficult it is with kids) As a family we had booked all our hotels as resorts and we wanted the same here. However we were stuck with a third grade hotel and this destroyed whole of our trip.
*So even after paying so much money, we had one of the worst trips thanks to MakeMyTrip. Forget about poor customer service, MakeMyTrip is here to cheat you.
DO NOT BOOK your trips with them otherwise all you will get is BAD memories unlimited.*