[Resolved]  MakeMyTrip.com — Amarnath package

I had booked a package tour to visit Amarnath-Srinagar-Gulmarg and return back to Hyderabad through MMT, the booking ref for this trip - IN1503B9S191575. As per the plan, your team had booked flight from Hyderabad to Delhi for the 16th August by Spicejet – SG – 126 and booking/PNR reference – PCIW4X scheduled to depart at 11.30am. This flight was rescheduled to 16th August 10.00 pm, but MMT gave no information to us about this change. We were told by the Spicejet airlines team at Hyderabad airport on 16th August at 9.45am when we reached there for check in, that the flight has been rescheduled to night 10.00pm and MMT was intimated 24hours before itself, which was not disseminated by MMT to us. I called and reported to MMT team about the reshceduling issue, consequence on connecting flight from hyderabad airport and was chasing your team members – Alok Kumar and Preeti Dwivedi, (who were handling my travel package). They stopped picking my calls after sometime and we were left with no help at the hyderabad airport for couple of hours. Meanwhile I had to call Go-Air team to request them re-schedule my Delhi –Srinagar booking to next day, which they obliged to do at a cost of Rs.11, 000/ for three o[censored]s (this was supposed to be done by MMT). MMT team member Nikita (not sure if that is the correct spelling) called me around 12.00 and mentioned MMT is trying to sort out my travel. I mentioned to her the constraint of connecting flight and told her it will cost additional amount of Rs.11, 000/. She mentioned she will discuss with respective manger and come back, then she started to negotiate with me about the additional cost and confirmed to me MMT can refund the aditonal cost fully around 2.00pm. Go-Air mentioned that they can not re-schedule the ticket around 2.00pm, since it was less than 2hours before the flight was scheduled to fly. The only option I had was to book new set of tickets for Delhi to Srinagar departing on 17th August at 5.45am and had to pay Rs.17, 481/ additonally. I mentioned to MMT team member, that Go-Air was not accepting the rescheduling and had to book new ticket, she mentioned she will discuss with her manager and come back, never returned a call till date (very sick and unprofessional). We all stayed in Hyderabad airport from morning 9.45 untill boarding the rescheduled flight at night, in the check-in area for no fualt of ours and due to very underprivileged sevice from MMT (do not have a crisis mangament plan in hand). My parents Dad aged 72 and Mom aged 63 (diabetic and with a fractured ankle) were made to loiter around for close to 10 hours in the check-in area due to communication from MMT team on how the crisis will be handled. We reached Delhi at midnight and spent sleepless night on chairs in Delhi airport till early morning due to very underprivileged sevice from MMT (do not have a crisis mangament plan in hand). Where as we had paid to MMT for hotel stay in Sonmarg Glacier for that night stay. Due to the chaos of 16th August and no help from MMT, we had a very un-congenial beginning to a once a life time highly spiritual tour. The cascading effect of the chaos was we could not reach Neelgrath helicopter base as per the original schedule time – 17th August 8.30am and we were accomodated for the afternoon service of 2.15pm. The delay to visit the Amarnath temple, lead us to spending the 17th august night sleepless in a tent at Patanjali base camp under life threatening conditions and single digit temperature or around 5 degrees. There were no basic amenities being available at the tent – no toilet, no light, no water, no heating, etc. Whereas we had paid to MMT for a luxurious boathouse stay at Srinagar for 17th August night. Your Srinagar counterpart had arranged for us to stay in the boathouse on 18th August. Due to sleepless night of 17th August, we did not go for the Day 03 schedule - Srinagar-Gulmarg-Srinagar and but returned to Srinagar on 18th August late in the afternoon. With all the chaotic situation running around there was no call or message from MMT, to check how we were managing the tour or how the tour is progressing - very underprivileged sevice from MMT (do not have a crisis mangament plan in hand). We have paid to MMT for three nights stay at different hotels/boathouse, but stayed only one night at the booked location. On 17th August, Sonmarg glacier hotel gave us the option to bathe in their hotel, very thankful to their friendly gesture – like lighting in the dark clouds. My parents Dad aged 72 and Mom aged 63 (diabetic and with fractured ankle) had spent a full day and night at airport lounges without any comfort as required at that age, another night in freezing temperatures at high altitudes in Himalayas under life threatening conditions at that age. We need MMT to refund the full cost of our package as they failed to support us in the crisis as well as arranging alternative options, in spite of discussing multiple times with MMT team and having every bit of the package organised through your esteemed organization. PS: Throughout our tour in Kashmir one great solace and succour we had was the very friendly and accommodative service provided by Shabbir (taxi service provider). He had done much more than the highly educated people who are engaged in esteemed organization, without his support this trip would have been A BIG HELL of AN EXPERIENCE.