MakeMyTrip

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:

1. 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.

2. 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.

3. 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.

4. 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.

5. So I call after 3 hours. "Our servers are still down, please call after 4-5 hours"(expecting me to be up all night).

6. 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 "**************".

Make my trip has a great customer support... Always efficient and dedicated to work... Always in customer favour...

It beeen 21 days they have deducted my wallet money and the same has not been redirected to my acc... And this has happen twice with me

I would like to highlight absence of regulatory bodies over eCommerce companies (such as, MakeMyTrip) who tend to enforce their own policies over common man/customer without any accountability.

I would like to bring forward my experience with MakeMyTrip which shows how this company is breaching customer's trust:

Me and my wife planned to spend our anniversary weekend in Pondicherry, so, booked a Club Mahindra hotel for 3 nights from MakeMyTrip app and got confirmation vouchers. Next day, we got mail from MakeMyTrip that there was some technical glitch (pricing error) at the time of booking and we need to either cancel it or take their special offer (which was actually not so special). We didn't agree to it as it looked like breach of customer trust, so, asked for their policy and if this technical glitch is already made public (through net or media). But MakeMyTrip is not looking to make it public and was fine with acceptance in mail only. As we didn't trust the company we didn't give our consent for which they went ahead and cancelled our booking quite aggressively. I requested their CEO (Mr. Deep Kalra) in email to look into the matter urgently but didn't get any response from him but their management conveyed us that they can't do anything on this and their decision is final.

Please note that it is NOT matter of money but of sheer control with no accountability these eCommerce companies wanted to have over customers. We can feel that even if you've confirmed booking through MakeMyTrip we can get mail anytime that it is not yet confirmed. Had MakeMyTrip accepted their technical glitch publicly I would have given my consent for cancellation. I can understand it would raise question over their quality and services but if they're really ethical and gutsy then they should.

I have booked bus ticket with them to Bangalore to Sagar. Bus is been cancelled. Not ready to refund the amount

Mobile app helps to going with make my trip. This was very helpful to make our trip in an attractive way.

First the driver refused to go & they gave us another driver no.
The other driver was late by an hour

The customer is telling me there is no refund and help from their side. Please don't use this app. No help from them.very bad

Make my trip customer care *******573 flight cancel payment refund related issue solve contact us customer care

"Payment withdrawal" 2d ago "Er,. Customercare 637.21.80.978...all problems solved all rigarding payments and...all problems solved all?"fjyfd++gfght""

Very good application where i got High discount and best price very good application as compared with other platforms

*******093 contact... Flight cancel payment refund related issue solve contact customer care helpline number *******093

Make my trip people are thieves, they don't refund many people's money, mine was also not done twice

Good company for booking trip. Easy to use the for making the booking and interface is easy to excess

It is fraud company while booking it is showing as deluxe rooms but the rooms are originally very bad it is fraud company

Please dont choose this site. They are big cheaters. WIll collect double fare and wont give any service at all

Makemytrip is not recommendable at all. The worst trip of life. Services are poor. No go with this...

MakeMyTrip customer care number-7866-82-4019 refund related call now. All issue solve this problem..

You may end up paying higher than required or lose your money altogether. Better to use other services.

I cancelled my ticket and get a refund in time even faster that 10 business days. I'm strongly recommend makemytrip.

Their website looks good at first sight but that's about it! Our trip dates were changed one (1) days prior to taking the plane. We had not received a detailed invoice but only the amount to be paid. No travel information or information package with details was received prior to our trip. The "so called" company representative on site was supposed to give us all we need and assist us with any issues arising... During our entire stay we had not met this "company representative" even once. He was hard to get ahold on the phone or on WhatsApp and never called back either! The internal communication in their offices was equal to zero and all things that were agreed by email did not get through correctly. All mistakes done on their side were dealt with terribly that finally I burst the cap and let off some steam when already at the destination and all was going wrong. It lead to the extend of them telling me to calm down and to start enjoying my holidays which they entirely screwed up right from the start!
I urge all travelers planning any kind of trip to India, not to use this travel agency.

They have also yet not refunded my airfare of GO AIR which was cancelled.
After so many reminders they people are least bother to reply and also employees of Make my trip Mr Shravan Kumar, Mrs Swati Sharma and Neha Mehndiratta are also not replying.

And Shravan Kumar is now saying that I am not employee of Make my trip " Tujhe jo ukkhad na hai ukhadle" is using this type of language.

I want to share a recent correspondence with MMT which highlights what all is wrong with MMT. Very poor customer experience. See the conversation below:

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Booking ID: IN1406B0S*******

I wish to draw your attention to many deficiencies in service by your company in respect of the above tour.

1) Your sales staff is least interested in servicing paying customers once the payment is made. They simply toss matters to the backoffice team and take no ownership for sorting out issues. The sales person was very rude and condescending – almost making us feel that she was doing a favour to us.

2) I had to send several reminders to your backoffice team for issuing the tour and train vouchers. Your person had falsely stated that the vouchers were sent by courier including providing me with a fake consignment number of Blue Dart, two days before commencement of the trip( I can share all mail correspondence/SMS if required). After repeated follow-ups the tickets were sent by air cargo( I had to spend Rs 3000 towards petrol, warehousing charges and toll) to pick up the Euro Rail vouchers. The mental agony and torture suffered by us a day before the journey is not something that we will ever wish.

3) Despite three reminders that we need vegetarian meals, this was not updated to the airline. Last night, while traveling from Venice to Dubai, no meals were provided as your company failed to inform the airline that we need veg meals. This is simply unacceptable. Going hungry for 8 hours – all because your team goofed up.

4) The hotel provided in Florence was seedy and in a very bad locality. The room was small and broken down – which is unacceptable when three ladies are traveling.

5) We have been your regular customers in the past – we will never use MakemyTrip again for any of our vacations. Your team is not simply interested in servicing customers.

Hello,
I have booked the bus Purple ticket for date of journey 04-03-2020 and some how I come to know that due to some reason I will be delay so I thought that I would inform to make my trip customer care but tried to call them and no luck as call was not attended by anyone and when I contacted with bus vendor then they replied me that customer has to contact with MMT only and due to this I could not cancel my ticket and need to book new ticket with new payment.
Also for DOJ 03-03-2020 - I booked ticket of purple Bus and observed that when I reached at the boarding point then bus came around 45 mins late as per the schedule of boarding time and they were just denied that bus on the way and will come but we waited at boarding point for about 45- 50 mins and when we board then we come to know that we booked diff bus and now they provide diff bus which is not so good in condition so this is not acceptable as we are paying money to MMT as per the price and as we are not getting correct attention then no need of MMT,
This is worst experience of MMT.