Dear Makemytrip,
I write to you with utter disappointment to highlight the monumental failure of your system in recognizing and addressing the dire situation faced by a customer.
Incident: On 12/08/2023, I made a booking for a hotel in the evening(Booking ID: NH72090276214874). However, when I arrived at the hotel at 9 o’clock that night, I was shockingly denied check-in. The saga continued as your customer care wasted a staggering 2 and a half hours of my time until 11:30 PM. This, while my family and I were left stranded in an unknown city, enduring the torment of midnight troubles caused by your system’s abysmal failure. Your customer care brazenly deceived me, with a singular focus on safeguarding your own financial interests at the cost of our safety and well-being, forcing us to remain stranded on the hotel reception and even on the street without dinner.
1. I had booked Hotel Sudha Inn and received a confirmation email at 8:06 PM that my booking was secure. However, even an hour later, the booking details remained absent from your automated voice calls system. Astonishingly, even after a full 3 hours, your customer care couldn’t locate my booking ID in my profile. Imagine my frustration when, upon every call, even from my registered mobile number, I had to tediously recite the lengthy booking ID. How, in the name of professionalism, does a corporate giant like yours harbor such a lamentable lagging information system?
2. The nightmare of check-in denial forced me to communicate with your so-called "customer care" from 9 PM to 11:30 PM. Prepare for shock as multiple calls were unceremoniously disconnected. Each time I called back, a fresh-faced customer care executive – a different one, mind you – picked up the phone. However, they exhibited a baffling lack of comprehension regarding my predicament. My grievances were laid bare repeatedly, yet not a trace of my problem remained recorded for your unimpressive team. Apparently, your system has the memory capacity of a goldfish. In this era of seamless connectivity and high-speed networks, what kind of absurdly flawed system have you managed to create? It’s astonishingly ineffective at providing consistent support for a single ongoing issue.
3. Every time a new customer care executive decided to take the stage, I was subjected to an infuriating wait of 15-20 minutes late at night. This twilight ordeal was followed by the ritual of calling the hotel yet again to verify the problem. The result? A staggering waste of time. Your system’s blatant disregard for a customer’s precious time is nothing short of astonishing. Do you genuinely believe in rectifying customers’ problems promptly, or is it all empty rhetoric?
4. Denying check-in late at night with my family in a foreign city, your customer care failed to grasp, let alone empathize with, the gravity of the situation. The offered alternatives were nothing short of ridiculous. Proposing hotels over 20KM away, those with dismal ratings, or shoddy and budget accommodations – all without a hint of consideration for the fact that my family would have to undertake another journey at that ungodly hour. Your entire approach seems to be focused on shoving us into any hotel to save your own skin.
5. When I pointed out a better nearby hotel – Hotel Supine Comfort – with a better rating and available rooms(given that your customer care’s trustworthiness was plummeting I called directly and confirmed), I was met with a shockingly false excuse for not shifting. They claimed the property was "unsafe." How dare you deceive your customers with such blatant lies?
6. The pinnacle of your indifference! At 11:00 PM, after enduring 2 hours of futile interaction with your customer care, it became glaringly evident that the safety and well-being of me and my family were the least of their concerns. Instead, their priority was saving a few measly bucks for your company. They callously ignored the costs and dangers associated with late-night travel. Your whole system seemed to exist in a universe where a mere thousand rupees trumps a customer’s safety and satisfaction.
7. Seeking local guidance, I took matters into my own hands and ventured to Hotel Supine Comfort, where rooms were available. Astonishingly, despite my explicit pointing out, your customer care staunchly refused to budge. I booked directly with the hotel and, to my amazement, secured the room at a significantly lower price than MMT’s price. In comparison, your "coupon" deals and supposed discounts are nothing short of deceitful. In fact, your so-called "discounts" are costing me a good extra Rs. 1000! What do you offer in return? A resounding failure in solving my problem. Your customer care has earned its name – it truly doesn’t care about the customer.
8. Then comes the pinnacle of your grand resolution – a Rs. 1500 coupon. Is this the paltry price you place on the agony, time wasted, extra travel, and placing a family in danger? With my direct booking, I saved much more than this token of mockery.
I hereby propose that you rechristen your company "Unmake My Trip" instead of Makemytrip. Your audacious claims of being the "#1 travel company" are laughable in the face of your pathetically lagging systems and apathetic customer "care."
Expect nothing less than unapologetic dissatisfaction from a customer who has had enough of your subpar services.
Rest assured, I possess all call recordings with your customer care. Should you doubt my account, I encourage you to review our email correspondence. I’m left to ponder, would a wealthier customer have initiated legal action against you?