To get a context, please read the customer’s experience at http://ruinedmytrip.com
Then look at this response from make my trip http://blog.makemytrip.com/insiders-scoop/2011/4/15/customer-service-at-makemytrip.html
This is what I would have written on their site, but comments are moderated. So, most likely it won’t appear on their site. Hence, I did not bother posting it there. Instead writing here on my blog.
As an online service, it sounds very lame that reservation failed due to a system error and no alerts were raised. So, you did not catch the problem until the last moment. Come on! This is not your first day in the market.
And this is not a rare instance at all. I keep hearing horror stories of hotel booking all the time to an extent that I never book hotels through online services. Considering the amount of trouble such an error can cause, it is just callous that you don’t have systems in place to catch them. If the booking failed, why on earth did the customer get a booking confirmation e-mail? What kind of system does that?