Make my trip - Escalation of Issue Faced During Goa to Bangalore Trip Booking with MakeMyTrip

I am writing to formally escalate a deeply disappointing and distressing experience we encountered on our recent booking through MakeMyTrip. We booked an Intercity bus from Goa to Bangalore, with our PNR details [provide PNR details], and were subjected to an unprofessional and unacceptable situation that left us stranded and in a vulnerable position.

Here’s a summary of the incident: We were a group of three (two women and one man), carrying six bottles of liquor purchased legally in Goa, adhering to the two bottles per person limit as permitted for road travel. We carried the proper bills and receipts to validate this. When the bus arrived around *:** PM, the driver and conductor inquired about any liquor. We were open and honest, confirming that we had permitted quantities with proper documentation. However, without any discussion or clarification, they abruptly refused our boarding and left us stranded.

This left us in a difficult and unsafe position as we scrambled to find alternative transportation and accommodation. Reaching out to MakeMyTrip for assistance was equally disappointing, as the response was neither helpful nor sympathetic, and we were denied both an alternative arrangement and a refund. Given the circumstances, this experience felt not only unfair but was also very concerning from a safety standpoint, especially for us as women travelers.

I am a regular user of MakeMyTrip and have previously recommended it to friends and family. However, this experience has seriously affected my trust in the reliability and customer support provided by MMT. I would like to request a thorough investigation into this matter, a full refund for the denied service, and assurance that appropriate actions will be taken to prevent such issues from affecting other travelers.