- Request for Partial Refund Due to Incorrect Dropping Point and Poor Service Booking ID ^Open

Ashutosh Tiwari filed this complaint against Make my trip on Oct 17, 2024

Resolution Demanded:
Apology
Refund
Damages

I am writing to address an issue with my recent bus booking from Lucknow to Kainchi Dham. I had already raised a complaint with MMT customer care on October **, ****, but I have not yet received a resolution.
To provide further details, I booked my bus ticket from Lucknow to Kainchi Dham with the booking ID NU***************, PNR B*XB*DKY. The ticket price was ₹*,***. I was traveling with my family (my wife and *.*-year-old daughter). During the journey, we were dropped off at Kathgodam instead of Kainchi Dham. The bus manager informed me that Kathgodam was the final stop and that the bus does not go to Kainchi Dham.
This was shocking to me, as the booking clearly indicated that the bus would take us directly to Kainchi Dham. Instead, we were provided with a shared open public poor quality auto (non-AC) from Kathgodam to Kainchi Dham, with other passengers travelling who paid only ₹*** per person for the journey from kathgodam to Kainchi dham. The distance from Kathgodam to Kainchi Dham is approximately ** km, and traveling in the hilly terrain in such a poor-quality auto was quite challenging, with the wind continuously blowing on us. Due to this inconvenience, my daughter fell sick, and our trip was severely affected.
The reason I opted for this bus service was that the booking assured on MMT, a direct route from Lucknow to Kainchi Dham. I chose this option for my daughter’s safety, as it meant we wouldn’t have to change vehicles during the journey. Had I known that we would be dropped off at Kathgodam, I would have booked a *st Class AC train ticket from Lucknow to Kathgodam, which costs ₹*,*** per person (₹*,*** total), a far better and more economical option than the ₹*,*** I paid for the bus.
Furthermore, upon checking on MMT, I found that the bus fare from Lucknow to Kathgodam is only ₹*** per person (screenshot attached) for the same bus operator. That means the total fare would have been around ₹*,***, including taxes. Yet, I was charged ₹*,***, which is nearly ₹*,*** more than necessary.
If a private AC cab had been provided from Kathgodam to Kainchi Dham, the experience might have been acceptable. However, the arrangement of a non-AC shared public poor quality auto was unacceptable. Due to the irresponsible actions of the bus operator and MMT, my family and I were greatly inconvenienced, my daughter fell ill, and our vacation was ruined.
To clarify, the bus only operates from Lucknow to Kathgodam and does not go to Kainchi Dham, yet it charges a much higher fare. The actual price for the route I travelled (Lucknow to Kathgodam) should have been ₹*** per person as per MMT’s website/app. I was instead charged ₹*,*** and given substandard service from Kathgodam to Kainchi Dham. This is completely misleading to passengers.
I would never have booked this bus if I had known it didn’t provide direct service to Kainchi Dham. My initial plan was to book a *st Class AC train to Kathgodam for ₹*,*** per person and then take a private AC cab to Kainchi Dham for around ₹*,***-*,***. However, when I found on MMT that there was a direct bus service from Lucknow to Kainchi Dham, I saw it as a better option to ensure my family’s safety, and I ended up paying significantly more.
Given the circumstances, I request a refund of ₹*,***, as the correct fare should have been ₹*,*** for the service to Kathgodam, where I was actually dropped off. I have attached the invoice showing the amount I paid and a screenshot of the actual fare from Lucknow to Kathgodam for the same bus operator and seat.
Please expedite this request, as I raised it on October **, ****, and was promised a resolution within ** hours. I tried multiple time to connect with MMT team since then but not able to do so. I am a frequent MMT user, and while I’ve generally had good experiences, this incident has been incredibly frustrating, especially since my *.* yr daughter’s health was impacted, and I was overcharged by approximately ₹*,***. My trip was completely spoiled due to the poor service.
I request immediate action to resolve this, and I also urge MMT to block this bus operator or update the service details to reflect that the bus only travels to Kathgodam, so future passengers are not misled.
Thank you for your attention to this matter. I look forward to a prompt resolution.
Sincerely,

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