Complaint Details

Status	:	Closed
Complaint No	:	0116492/2020
Category	:	Travel
Date	:	31-01-2020
Subject Line	:	Refusal ofRefusal of compensation by MakeMyTrip for the harassment caused during bus journey
Complainant	:	Ujjwal Kapadia
Address	:	113-114, Skylark - B, Raheja Woods, Kalyaninagar, Pune
Complainee	:	Make My Trip
Address	:

Complaint Details
I had booked a bus (of Paras Travels) from Udaipur to Mount Abu on 25 January 2020 through the Makemytrip app. My booking ID - NU712291016724768 . 
On the day of journey I received a message regarding bus details and pickup point and time. I reached the pickup point almost 45 minutes early. However just few minutes prior to departure, the bus operator (Paras Travels) called me and told me that the pickup point is changed. So, I had to rush and take a cab to take me to the changed pickup point. Thus I had to spend money unnecessarily for the cab due to the bus operator's unprofessional attitude and mistake. On reaching there, I saw that the bus was not as mentioned at the time of booking. Instead of a regular bus of Paras Travels, it was a mini-bus of Gujarat travels. The bus was very very uncomfortable. So I approached the bus operator who shamelessly told that as there are few passengers today we are sending a mini-bus instead of our regular bus. As it was the last bus of the day, I had no option but to travel in that uncomfortable bus. 
As soon as our journey began I lodged a complaint with Makemytrip and asked for a refund or atleast a partial compensation for the inconvenience caused and uncomfortable journey. I was told that MMT will check the authenticity of my compliant and get back to me. 
4 days later, i.e. on 29 January I got a call from makemy trip. The executive of MakeMyTrip told that nothing can be done now and no refund or even partial compensation can be given to me as I have already travelled. I was given the following reasons for not getting refund or compensation : 1. The bus operator has said that the changed pickup point (Udaipole) was only 1 km away from the original pickup point (Reti stand). (IN REALITY - It is 3 kms away [not 1km as claimed by MMT]. You can check on google maps. This shows that the bus operator is openly lying about this.) .
2. As big bus is not allowed inside the city, mini bus was sent.(IN REALITY - It was not just another bus. It was a mini-bus which was very uncomfortable. And the reason given to me by the bus operator was that as number of passengers are less so mini-bus is sent. So now a false reason is being given to me that original bus was not allowed in city.) 
3. I have already travelled, so no compensation or refund.(IN REALITY - I had no option as it was the last bus of the day. As a tourist, I cannot afford to miss the last bus of the day in an unknown city). 
I am really disappoined with this unprofessional behaviour by MMT. It is very clear that MMT has found both my complaints to be true (i.e. sudden change of pickup point and change of bus to a mini bus). But still MMT is running away from their responsibity by giving such false excuses.   Does MMT want to say that as I have travelled, the harrassment caused to me and the discomfort I had to face during the journey have no value? I again want to stress that travelling for 4 hours in an uncomforatable bus was a very horrid experience for me. I am trying to explain this to MMT but they are trying to give false excuses about the issue as can be seen in their reply and they are adamant that not even a partial compensation will be given. Inspite of cpmlaining twice on MMT they are refusing to give any sort of compensation for the harassment caused to me. Also they are refusing to give me the number or email id of their grievance redressal cell. They are saying there is no way of escalating to higher authorities. 

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