What a lame response from Make My trip

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?

This entry was posted in Business & Entrepreneurship by Jaya. Bookmark the permalink.

About Jaya

Jaya Jha is an entrepreneur, a techie, a writer and a poet. She was born and brought up in various towns of Bihar and Jharkhand. A graduate of IIT Kanpur and IIM Lucknow, she realized early on that the corporate world was not her cup of tea. In 2008, she started Pothi.com, one of the first print-on-demand publishing platform in India. She currently lives in Bangalore and divides her time between writing and working on her company's latest product InstaScribe (http://instascribe.com) with a vision to make it the best e-book creation tool. Blog: https://jayajha.wordpress.com Twitter: @jayajha Facebook: http://facebook.com/MovingOnTheBook

10 thoughts on “What a lame response from Make My trip

  1. Have used MakeMyTrip only once. I prefer Cleartrip as I find its interface better. But, I can imagine your frustration. While I have had an instance where payment, and hence the booking, failed but, I have never faced a situation where booking did not happen after having received the confirmation! It’s a blunder!

  2. hi …i found this blog on pothi.com ..a friend of mine wants to publish her book on pothi.com ..she mainly writes in hindi and we were wondering how good pothi.com is and how is the payment and popularity of the site. is it worth all the time? please suggest. thanks.

  3. I also have Used MakemyTrip and had a Bad experience with them.

    Though after that I found a New Website called Mydeals247.com and their strength is that they have No rooms or inventory on the website – everything starts from the consumer interest – traveller posts the requirement about the hotel booking on the system along with star rating preferences, check-in and check-out times and budget – system notifies the traveler request to all the Hotels(based on the star rating) in the same local city – Hotels make offers against the traveler’s request along with the offer expiry times – system picks only the top 5 best offers (by lowest price) – totally real-time and rank order changes based on the offers received by the hotels – traveler takes advantage of the best offer and purchase the same.

    I had a great experience with Mydeals247.com.

  4. hey lalit this is really awsme even i came across this website tey really provide the best hotel the best quality n in the lowest price .. i jus really loved it… its very innovative….i too had agreat experience

  5. wow dude tat awsome…. do u knw my deal not nly provides hotel booking n travel but we can also purchase any products (branded) in the chespest price………..ppl u all need to check it out…

  6. Hi All –
    My worse experience might top it all!!

    I booked 2 tickets for my parents – Booking ID NF2203742303647 in February 2015

    I had selected 4 June as the return date of the flight, when I made final payment – however when the receipt/ticket came up on the final screen, it showed up as 5 June.
    This was very surprising/annoying since I was 100% sure I put in the correct date.

    I then went and clicked on Change Travel date (for which I have valid proof, screenshots which are step by step, unable to attach in this website form) and selected new return date of 4th June and hit ‘SEARCH’

    Following which you will see that it gave me options only for 3rd June – again very weird? And annoying. This clearly showed there was an error on the website at that day/ time which did not allow me to book a ticket for the 4th of June.

    After this, I was forced to call the call center who arranged to manually make the change for me on their system with a cancellation charge of Rs. 3500 for 2 people. The customer service representative said, if it is our fault then this money will be refunded to me. I said OK, since I was sure it would be since I clearly had proof.

    I sent an email to service@makemytrip.com on 27th February along with the screenshots proof, who apologised for the IVR error and said there is a team looking into this matter.

    Ruchi Panchal (MakeMyTrip (India) Pvt. Ltd. Tower A, SP Infocity 243, Udyog Vihar, Phase 1 Gurgaon, Haryana – 122016, India All Major Mobile Operators: 1800-102-8747 Tel: 0124-4628747, 0124-2898747) responded asking for 96 working hours. I waited but no response.

    I sent a follow up email on 2nd March – she assured quick resolution, high quality service, etc and asked for 48 working hours. I waited but no response.

    I waited and sent another follow up email on 16th March – she assured query important to us, quick resolution, high quality service, etc and asked for another 96 working hours. Also said being looked by higher department. I waited but no response.

    I waited and sent another follow up email on 1st April – she assured query important to us, quick resolution, high quality service, etc and asked for another 96 working hours. Also said being looked by higher department. I waited but no response.

    I waited and sent another follow up email on 9th April – she said forwarded to higher department, working on this and asked for another 7 working days. I waited but no response.

    I waited and sent another follow up email on 23rd April asking details of higher management – she said forwarded to higher department, personally working on this and asked for another 96 working hours. I waited but no response.

    I waited (again) and sent another follow up email on 1st May asking details of response from higher management. I got the following response:

    “Thank you for contacting MakeMyTrip Customer Support with regard to your e-mail for Booking ID NF2203742303647.

    “Here as per the revert received from the Concerned Team, we have provided the tickets for the dates selected by the apssenger, hence we are unable to owner this. We regret the inconvenience caused” – that’s it! Whats a crappy way to resolve or respond back to a query which I have been following up for over 2 months???

    It is obviously evident that no one has looked at this and I am basically being asked to forget this matter using delay tactics. There is no systems and processes in place to solve this issue. There is obviously no respect for the customer, standard response emails are being sent to customers to soothe them, there is no response in time and the onus is on the poor customer which is blindly following up.

    I was therefore forced to raise this matter with senior management and hoping they can look into this matter and refund me the Rs. 3500. but luck has it, that the website is facing even more issues since I have been unable to ‘Write to Management’ – whenever I try to submit it gives me the following error “Oops! We are facing difficulties!!”

    Your help in posting this on your blog is most appreciated.

  7. Horrible experience with make my trip promised myself never to use them,even after confirmed booking I’d they tell me later that no ticket is issued and they simply forgot to inform after repeated reminders and calling on customer care for hours and hours and they promised me a new tkt which never came I am supposed to fly in next 6 hrs with family and no confirmation of tkt or refund of the money which they have already deducted.
    Never imagined such horrible services definitely going to consumer forum
    Dr sunil bhandari

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