Complaint Details

Status	:	Closed
Complaint No	:	0052248/2015
Category	:	Entertainment & Recreation
Date	:	09-07-2015
Subject Line	:	Non reciept of services mentione din Value pack of Dubai
Complainant	:	AMRUTA LOKHANDE
Address	:	C-202 GEET SONALI SEC 7 AIROLI NAVI MUMBAI
Complainee	:	makemy Trip.com
Address	:	Vashi office

Complaint Details
Subject : Request for refund of Money as the services were not provided
I the undersigned that availed the make my trip services for a International Package i.e Dubai. I had booked package for 6 people. My travel date was 19th May'15. My booking ID is INI502B8S055986. The basic package was for 38500 Rs. I paid Rs 7490 for Add on Value pack,
However I did not receive most of the facilities of the Value pack. On return from trip I informed your office about non receipt of promised services.Your Mr Prafull (vashi office) informed me that the Customer Delight team would contact me. But I did not receive any call/email from your customer delight team. Infact I had to remind Mr Prafull twice as I was not getting any response. Almost every week I get unsolicited emails from makemytrip to inform me about various new packages, then why is it so that a single email was not dropped when I had raised a complaint. Several phone calls were made to me by your office for payment then why not a single call to inform me the status of my complaint.
Finally I get a email from Mr Prafull stating that the services mentioned in the value pack were provided to me and hence my money cannot be refunded.
Now this is very strange, how does your customer delight team reach to conclusion without even attempting to speak to the customer. Since your team has not take efforts to speak to me i have listed the issues below .

Details are as below;
1. Value Pack Contents - Desert Safari with Belly Dancing
Service Provided – Yess
Service availed - Yess
Remarks – No

2. Value Pack Contents – Dow Cruise
Service Provided – Yess
Service availed - Yess
Remarks – NO

3. Value Pack Contents – Night Tour
Service Provided – No – Your Ms Pallavi Patil ( Vashi office ) had informed that nigt tour is like city tour. In the evening or late night we would be taken out for city Tour. She had informed me this on May 9th when I had gone to your vashi office for making final payment.
Service availed - No – When I informed the tour manager i.e. Mr Prashant ( your Manager in Dubai ) that Night tour is included in our package he told that it is not included. He said he will speak to Mumbai office and confirm. And after few minutes he called to inform that this is not part of the package.
Remarks – Could you please help me understand how has your customer complaint dept said that I have consumed the services when they were not even provided. This service has not at all been provided to me. You may arrange a meeting with Pallavi and Prashant to confirm the details. With such discrepancy and mis-communication ,how would a customer know what is true and what is false.

4. Value Pack Contents – Walking tours
Service Provided – No.From the description I was not able to understand what is walking tour. So I had asked Ms Pallavi (Vashi office ) what is it. She also was not able to answer completely ,but said the tour manger to take for some walk through city streets.
Service availed – No, Same as Sr No 3
Remarks – No, Same as Sr No 3

5. Value Pack Contents – Dubai Museum entry.
Service Provided – No .No such tickets were provided to me .This is completely false.As I customer I don’t expect Makemytrip to make false statement that tickets were provide to me
Service availed – No, You may very well check this with Mr Prashant. And if he still stays that he da given me tickets then please arrange for a conf call . I will remind him the converstion we had on phone. Not once there was mention of any tickets to M eum.Nor were the ticktes part of the envelope that ere slipped under the door by your Manager
Remarks – No, such


6. Value Pack Contents – Sheikh Saeed Al-Maktoum's House entry
Service Provided – Same as Sr No 6
Service availed – Same as Sr No 6
Remarks – Same as Sr No 6

7. Value Pack Contents – City Tour on Hop on Hop off basis.
Service Provided – No
Service availed – No
Remarks – Now I had asked your Ms Pooja shinde on phone about this when she had given me this service after changing the dates. She had mentioned that this would be vehicle available for all passengers (us and the other ) in the tours .Not once Ms Pooja told me that this is some other bus serices for which I have to go to a mall and get passes . The impression given to me was this would be makemy trip’s bus.If your staff is not aware of package details then please ask them not the mis-communicate to customer just for sake of sales.Further on 9th May, I had informed Ms Pallavi that I want to go ferrai world also and I knew it was not part of our package.She easily told me that just inform tour manager our bus will take you to that place, and whatever ticket fee is there you have to pay extra.To clear my doubts I once again asked her that “I do not have to pay for transport but only the tickets”.She said Yess.This is the understanding you sales team gave us.But in Dubai Mr prashant told that I need to go to some mall,and collect tickets. Its a public tramsport bus which I can change any no of times.. After long heated discussion he said he can provide me a 5 hour guided city tour that too on the third day. But this is not what was promised. why does your customer complaint dept say as if some promised facility was provided and then I denied. You may please check this is with your ms Pooja Shinde, Ms Pallavi Patil and Mr Prashant. The concept and the tour which your sales team offers is completely. different than that of tour manager.

Basis all the explanation given above. I demand refund of my money.
I have even logged complaint on your website.After which had once received email from Melanie Ann Kerr stating that my issue would be resolved.But after that 3 weeks have passed and no reponse even after reminding Melanie Ann Kerr.
I am left with no other option than sending letter to you major office and other consumer complaint forums with a hope that my problem would be addressed.


Thanks,

Amruta Lokhande
Lokhande.amruta@gmail.com

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