- Charged for service not provided ^Open

Shilpa R S filed this complaint against Make My Trip on Aug 20, 2019

I had booked adventures of Jordan through MakeMyTrip. It was joining directly without flight. I booked my package through an agent and clearly, it stated the price was inclusive of visa fees. He was not very helpful in communication and providing clear information to the customer. He was very rude in communication and he asked me to share some of my personal confidential information without a suitable explanation. He is in the sales team need to convey correct information and stand up to the reputation of the company. I had to contact customer care for the reason to share the passport information as we had not booked the flight through Makemytrip and she clearly stated not to share any passport details.
I followed the customer care advice and also contacted relationship officer about my package. She confirmed that the visa would be sorted. I also got a confirmation email from that visa is included in the package and will be sorted in the Airport. But no one in the team mentioned that submission of passport is a prerequisite for visa purpose. I would not be happy to share passport details without a valid reason. I had a shock when I reached the destination airport that visa is not sorted and I had to pay again for the service when I have already made payment as a package.
I was told by the tour company and also has communicated to the team that the customer would pay the visa fees and he had never communicated this message to me
I was clearly misguided by the Makemytrip team by giving incomplete information and misguiding me. I have paid for the service, which I never received. The sales team communication was awful and instead of being helpful, they were detrimental.
It would prevent me from using Make my trip service again due to sales agent inefficiency. The role of the sales team is to provide complete information and aid in booking instead of causing damage and anxiety. I would request the refund of visa fees as the service was never delivered to me as promised and there was no mention by the sales team that passport submission is prerequisite.

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