Hi, I recently booked a bus ticket from Delhi to Haridwar using makemytrip (PNR no: BUS50009110605754) for myself and my father (who is a senior citizen). I was shown the bus layout on the site and alloted seat nos 21 and 22 in a 2-by-2 bus being operated by Cityheart travels. I was hoping to have a comfortable journey by using the services of a reputed company.
However, my experience turned out to be my worst nightmare. To begin with, the bus which was scheduled to leave at 11:00 AM actually started at 12:00 PM. To add insult to injury, the bus provided was no where close to what was shown on their website. The bus actually provided was an extended version of a mini-bus. There were no seat numbers, so much for the seat numbers allotted at the website.
The leg space was shorter than perhaps even a low cost airline. And to top it all, the seats were non reclining. This was in total contrast to what I was made to believe at the website and I must say that I felt bitterly cheated. I used your site expecting a good service and comfortable journey for me and my father, but it was the worst journey I have even had. I understand that makemytrip may not have much control on how its partners deliver service and have also put a legal disclaimer in the ticket to that effect.
But they cannot eschew the responsibility of the inconvenience caused to their customers as it is they who have chosen to partner with these vendors. Ultimately, after all its their brand image which gets severely impacted by every such incidence for which they spend crores and crores of rupees every year on advertising. I wonder if I will ever get to see a ethical company in India with genuine sensitivity towards the customer !! makemytrip is certainly miles away from being one.