Make My Trip - Reserved bus did not operate

On **/**/**** I had a bitter experience with a bus booked through Make My Trip.I have booked a volvo bus ticket from Manali to Delhi for **/**/**** with seat numbers ** and **. The bus operator is City heart travels. ** years old me and my wife reached the boarding point at **.** pm. When we entered the bus, we saw the driver was vomiting . He was heavily drunken and the conductor too was consumed enough alcohol. Both of them could not even speak. The passengers contacted the bus operator (Ph.No.***********) and later the owner.They said that they will substitute a driver. We waited up to ** pm. Nothing happened. They refused to attend the phone calls. It was very cold and raining. There was no bus shelter. Most travelers of the bus left the bus stand. Finally at **.** pm we returned to the town and took a hotel and stayed there. Next day by a hrtc bus we went to Delhi. I have sent an sms to the bus operator asking him to refund the ticket charge. But he did not even send a reply. Soon after reaching home, on **/**/****, I sent an email to Make My Trip describing the incident. They didn't respond. Four times I called to the Toll fee number of Make My Trip. Two times they refused to speak. Two times they heard my complaint and said me that they will call me back. They didn't call. Today I tried to chat with them. But the man in the chat room ended the chat on seeing my complaint.

I request you may take necessary action to get the bus charge and room rent refunded.

(A copy of the ticket is enclosed herewith.)