| Address: 411040 |
| Website: makemy trip.com |
To
Mr. Deep Kalra
Chairman and Group C.E.O
Makemytrip India
I am a regular user of your domestic and international flight booking services, giving makemytrip portal billing of over INR 200, 000/month.
My recent experiences have made me believe that your booking service is good but your cancelation and refund team is absolutely useless. I. The last 8 days I have spoken to various customer care executives and supervisors but besides hollow assurity of my money coming back, I have received nothing. I have only heard your customer care executives shirk their responsibility and blame the airlines for the delay in refund process.
My booking I'd is[protected] and the cost of my trip was INR 102, 042.
My itinerary details are
Pune - Mumbai - Kuala Lumpur -Mumbai - Pune
I flew from Pune - Mumbai and checked in my luggage. On arriving in Mumbai, I had to cancel the rest of my tickets because of important work arising in Jarkata, Indonesia. I spoke to the customer care executive from makemytrip who was unable to help me add a sector to my existing booking and modifying my booking as per my new it entry including Jakarta. He chose to cancel my ticket, denying makemytrip business of over INR160, 000. Stranded at the airport, I called my reliable travel agent who in minutes arranged my flight to Jarkata and also covered the rest of my journey back to Pune.
On 11th March, I spoke to Mr. Jagdish Kumar who promised action would be taken on speaking to Malaysian Airlines/jet airways and my money would be back within 24 hours. After this I have spoken to over 5 members of the Customer service team who handle international flight booking(Names mentioned below). From all of them I have received an automated email regarding the refund. It never mentioned the amount deducted and the penalty charged, Just asked me to Waite for 24 hours.
The details of the customer care executives are below and email back is attached in the trail email
1. Mr. Gaurav Kumar - 12th March
2. Ms Minakshi Sharma - 14th March
3. Mr. Banu Shiri - 15th March
4. Mr. Rupendra Kaur - 16th March
5. Mr. Nitin Supan(Ext. 8001) - Supervisor - 16th March
On checking my makemytrip booking, I found that my booking was still showing confirmed and no effort was made to cancel this booking. I was in a tight spot as a substantial chunk of money was stuck with makemytrip
Today the customer service executive seemed baffled as she has no case history and insisted she that my flight was canceled through the airlines directly and there was no record of any cancellation by makemytrip. I was shocked as this is not possible as my booking was done through makemytrip travel portal itself and the payment was also made through your gateway.
The customer care executive after several discussion with supervisor explained that I would stand to receive INR 64, 000. I was baffled as I had only used the Pune - Mumbai ticket for which I was paying over INR 35, 000. This was a complete scam. I kept my cool and asked the executive the breakup for this, She did not give any detail but said they still need to get details from Airline.
I don't understand how a Pune - Mumbai ticket cost me 36K. On demanding the policy copy, I was dismissed with a single line "It is available on the website".
My simple argument is that if Malaysia Airlines/Jet Airways is penalising me then,
I would require proof that the deductions from both the airlines. Then it is possible for me to fight it out with the Airlines. As i was exactly on the same flight and on MH so how can they cut the money.
My problem is a basic customer service and clear communication problem which is the bigger hurdle in the growing ecommerce sector. An average Indian cannot afford keeping over 60 thousand rupees with a travel and tourism portal for more than a week. If you want to replace traditional agents with our website/mobile application based booking system, then you must also have a strong customer serve team that should respond quickly to a consumers needs/problem. You may spend millions on marketing and reaching out to more customers but unless you retain your existing customers your income will keep getting slashed out by competitions.
Looking forward to your response on this topic and immediate refund of my Money. I am attaching the trailing mails.
Warm Regards
Jeevan Mahaldar
Was this information helpful?
We are sorry to read about the issue. Please accept our sincere apologies for the inconvenience caused.
In reference to your complaint, while we were checking the details at our end, we have found that our concerned team was working on your case and refund of Inr 65300/- has been processed from our end on 20-Mar-16 with Refund reference number#[protected].
Assuring you best of our services.
Team-MakeMyTrip Care