Make My Trip - Mental and financial bearing due to the MMT mismanagement

Background of the incident:
We had booked our honeymoon trip to Seychelles through Make My Trip (MMT) from **th Dec’**
to **th Dec’**. However, the experience was marred by certain experiences which had mental and
financial bearing on us and hence, requisite compensation is warranted from the travel company.
In the preliminary communications, Ms. Sonal was designated as our point of contact (POC) by
MMT. There was no further information conveyed to us that POC will change and later on, Ms.
Prachi was made the new POC without proper handover from Ms. Sonal. She was unaware on
most aspects and did not inform us about any prerequisite documents to be carried for the trip.
Even though we proactively asked her multiple times, she said there is nothing as such required.
Since we were busy with our marriage preparations, we had asked her to communicate all
prerequisites via phone or text in addition to email and it was practically not possible to check mails
at all times. Despite the request, Ms. Prachi had sent an email regarding health authorization
certificate but did not contact us on phone and hence the same went unnoticed at our end.
We reached Mumbai airport on **th Jan’** early morning around *AM to board our flight to
Seychelles but we were not allowed to proceed for check-in as we didn’t have health authorization
certificate. We explored all practical ways and requested the airport authorities for help but they
guided us to get in touch with the travel agency (MMT in this case). We had only ** minutes before
the gate closure and we attempted to get in touch with Ms. Sonal via all possible media but did not
get any response. We then called the MMT customer support team but they too said their holiday
team would be available not before morning and that they were unable to offer any help at that
instant. We were helplessly stuck with no support. As a last resort, we logged in to a health
authorization site and somehow we filled up the form but unfortunately, there was no payment
option available on that website. However, since our form was submitted successfully and we were
pressed for time, the airport authority finally allowed us to proceed further for check-in.
Upon reaching Seychelles, when the Health Authorization Department over there asked for the
necessary certificate, we showed them the one we had filled in Mumbai to which they stated it was
the disembarkation form, which was wrong as we were supposed to fill the embarkation form.
Further, since we had not filled the correct form, we were asked to pay ₹**,*** which was
approximately ₹**,*** more than what we would have paid for the correct form in Mumbai. But
the lack of proper communication and guidance costed us heavily.
The suffering did not end here and we had to wait really long in the queue to be done with these
documentation and formalities. When we finally came out of the airport, no one from the agency
was present to escort or guide us nor did we receive any communication on the way ahead. We
somehow located the Creole office, went inside and asked for the taxi to which we were informed
that we were late and the last ferry was for **:** hours. The choices we were left with was either
to book a hotel in Mahe for a sleepover and then go to Praslin the next morning or else to book flight
tickets to Praslin on our own. Since we already had activities booked for the next day, staying in
Mahe was not a judicious decision and we had to book flight tickets which costed us ₹**,***.
Even the itinerary post reaching Praslin was not smooth and we had to manage quite a few things
on our own which was unexpected and not in line with what was committed by MMT while making
the booking.
Resolution sought:
While the mental agony due to this mismanagement and hassle can’t be quantified but we
deservedly demand financial compensation to the tune of ₹*,**,*** from MMT against this
forgettable episode.