MAKEMYTRIP (INDIA) PRIVATE LIMITED is working closely with MouthShut.com to enhance customer satisfaction.
MakeMyTrip has a pathetic customer care and complaint management system. For a simple issue of partial cancellation(Had 3 passengers on original flight, and wanted to modify the date for 1 of those), MakeMyTrip is not responding at all, despite me following up and escalating the issue for the past 9 days. Here’s what happened:
I call up MMT, tell them I need to modify 1 of 3 passengers on the same flight. After being redirected to multiple customer care reps and being put on hold for long, I am told MMT can’t do this and I must contact JetAirways.
I call JetAirways - the person says he’ll separate the PNR of the 1 person, after which MMT would be able to modify the booking of that person. I’m asked to contact MMT with the new PNR he gave me.
On MMT’s online portal, I now only see 2 passengers. The 3rd passenger with the new PNR is no longer visible under bookings to modify online.
I call MMT, describe whole issue and tell them the new PNR. He cannot see the 3rd passenger as well and doesn’t know what to do. I’m redirected to someone else. Again describe whole issue. Again redirected now to MMT’s supposed "JetAirways Expert". The MMT Expert tells me their servers are down, call after 2 hours! This, after 1 whole hour on the phone.
So I call after 3 hours. "Our servers are still down, please call after 4-5 hours"(expecting me to be up all night).
Fed up of phone representatives, I tried my luck with Service Requests online on MMT’s website(the same phone query listed under Complaints). I escalated it to Level 1(no response). Escalated 2 days later to Level 2(no response). Escalated to Level 3(no response). Final escalation, called "Write To Management", done 9 days later - still nothing. The entire escalation system seems like a farce(see attached images).
If someone from MMT would care to read, the service request ID is "150309-073127".