MakeMyTrip.com - www.makemytrip.com
I had one of the worst experiences with MakeMyTrip.com and the below details might be lengthy to read but its important to emphasize to the Makemytrip Management on the mental and physical torture a Makemytrip.com Customer had to go through thanks to irresponsible actions from Makemytrip.com.
On 1st Nov'07 I booked an air ticket via MMT for the Mumbai - New Delhi sector for 2nd Nov07. I received the e-ticket in the mail with PNR details etc. Since I had booked it via my cell phone and was around the airport I actually went to the Airport counter for a printout of the ticket.
I was shocked when they told me there is no person called "Tarun Mishra" booked on their morning flight and even the PNR number as per them was invalid. I then called up the Makemytrip Call centre and was told the Flight was shifted to 9 AM Indian airlines instead of the 7.20 Go Air as mentioned in the itinerary details sent by email to me. Was MMT waiting for us to call them about this change?
I feel cheated and extremely disgusted on how firstly we were not informed on the change in flight and secondly how can you change a flight after sending an itinerary?
We finally had to buy a new Mum-Del air ticket from the GO Air counter for Rs 13600/- besides the Rs16000/- we had already paid MMT for the Mumbai-Delhi round trip. We were told we need to scan the new ticket details to MMT and in 10 days we'll get the refund of Rs13600/- which I hope we do get without any further physical or mental torture.
Had we not gone to the counter the previous night and instead had just taken the print out of the email received by MMT directly on 2nd Nov for the flight we would have never got the flight and would have lost alot of business due to such careless and irresponsible actions from MMT.
I read an on-line interview of Deeps and following is a transcript from the same. We want to be the brand of choice and the first port of call for anyone wishing to buy travel online. Clearly, customers will check others, but top of mind recall is a big thing. Also, repeat customers in the domestic business are significant and we will be leveraging our customer database for that.
My question to you is after reading the above experience do you really thing Makemytrip can be a brand choice? Can it be the first port anyone can depend upon when wanting to buy travel online?
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