Complaint Details

Status	:	Closed
Complaint No	:	0080685/2016
Category	:	Travel
Date	:	03-09-2016
Subject Line	:	Difference in Fare due to Negligence of Staff
Complainant	:	Raghunath Natu
Address	:	E10, Chaitraban Residency, Aundh
Complainee	:	Makemytrip India Pvt. Ltd.
Address	:	Tower A, SP Infocity, 243, Udyog Vihar, Phase 1

Complaint Details
Customer By (SUKANYA NATU) (20/07/2016 03.45 PM)
I had made a booking on Tuesday 19th July at 9:06 PM (for my Daughter Sukanya Natu) with booking id NN2302313349977 (Nice to Pune, return trip)
The transaction was complete, as my credit card was debited with Rs.59,252.
I got a message saying that the booking has failed!!
If the money was credited to Makemytrip Account, the transaction is complete!! Despite this, I called their helpline around 9: 30 pm and was advised that this happens occasionally and is generally resolved within 2 hours. I checked the fares at that time and the fares had not changed!!
Unfortunately, no one from Makemytrip called me either to advise me to book a fresh ticket to avoid increase in fare or that the ticket I had already booked would be re-issued. If I was to make a fresh booking that would mean using another another credit card (which I fortunately hold), since the first one had run out of sufficient funds). If the service provider was alert, they could have either reinstated the booking, or could have immediately reversed the entry in my credit card and requested me to make the booking afresh.
NOTHING!! No news from their staff!
I called again the same evening and they said that someone would call me with 4 hours to let me know the status of my booking. I requested them to resolve it but they claimed inability and they said that I would get a call at 9 AM after office starts.
Office starts? Isn't this a 24x7 enterprise?
Here a desperate customer is wondering about status of his booking and all you people can buy is more time???
THERE WAS NO CALL FROM THEIR SIDE EVEN TILL 10 AM NEXT MORNING.
So I decided to call them instead and spoke with Amrita (extn 9693). Unfortunately though she was the supervisor, she kept replaying the same sentences which did nothing to resolve the issue and my feeling of dealing with a thoroughly unprofessional bunch of untrained people got reinforced.
On my demand I was transferred to their so-called sales team and here too, after some repetitive mumbling by one of their employees I asked to speak with the supervisor Ms. Sudha Gara. Unfortunately, all their staff is trained to just repeat the same stuff - not trying to understand the customer's plight but to prevent their lack of professionalism and commitment being exposed. No one acknowledged that the company had blundered and could have saved me money by contacting me at 9: 30 pm the previous night and to take these professional steps to:
either quickly reinstate my booking at the same price, or
quickly giving me a refund and request me to book afresh, or
requesting me make a fresh booking and not wait for the refund
Ms Sudha Gara kept repeating the same message which made no sense to me, as she was voicing statements that I am sure even she was not convinced about. Hence I asked her to connect me with her boss. I felt that at least I would be able to speak with someone who could understand the problem objectively and dispassionately. Unfortunately, the boss had not reached office.
I was then connected to a salesperson who advised me that when their staff was not occupied with helping my situation, the fare had increased to around Rs.68,000 and that there was NOTHING that makemytrip could or would do about this and that I as the unfortunate customer of makemytrip.com would have to foot the difference without so much as an apology on behalf of the organization for completely and totally messing up this deal and forcing me to incur an additional expense of Rs.10,069 an increase of 17%!!!
I requested them to escalate this email to their founder-CEO Mr. Deepak Kalra so that he could takes steps to make the organization responsive to customer requests and complaints and not just an engine that monotonously repeats meaningless dialogues that place the onus of responsibility squarely and brazenly on the customer and allows its employees to go scot-free of their obligations and KRAs.
Lastly, who is responsible for this additional Rs.10,069? For an individual it is a large sum. Equally, it is the lack of accountability at their end that is disturbing. Had they acted in time this loss could have been prevented. Since in this case, I am the needy party I have been forced to incur this additional expense while the organization is free to muddle along in its pedestrian manner.
Finally, after several email exchanges, I got this message:

Dear Mr. Natu

Greetings from MakeMyTrip.com

Thankyou for contacting MakeMyTrip With reference to your complaint for booking id NN2302313349977

On behalf of Makemytrip, First I would like to express our deepest regret for the inconvenience
caused by unintentional and rare mistake.

This is not in accordance to our service standards nor do we expect any such practices.
We are sorry that you were not satisfied by our response and I assure you that your complaint will
be handled in a strict and serious way.

We look forward to continue serving you as a valued client. Thank you for your priceless support;
I hope you will accept our apology and kindly act in favour of us.

We worth our customers and request you to please be happy to still offer feedback concerning our services.

Yours Sincerely,

Nitish Khalasta
Customer Service Team
MakeMyTrip.com

Inspite of accepting thei mistake, they have not responded to my request of refunding m the excess fare.
I alerted them that I would reach out to a Complaint Cell, still not response.

Hope you can help me.
Many Thanks
R V Natu

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