- Unprofessional behaviour by the company ^Open

Hemant chahar filed this complaint against Make My Trip on May 06, 2019

Resolution Demanded:
Apology
Refund
Damages

When I booked a holiday to Udaipur through MMT (booking ID-NL*************) I thought this trip will end well but after that, all hell broke loose. My whole trip had problems of plenty by irresponsible MMT representatives who refused to help me timely and sometimes spoke in nonchalant tones. I am thinking of filing a case through a legal firm but first wanted to raise the issue here. I represent a legal firm so I know my rights. Here is the list of various issue that I faced during the trip:
*. I received a mail regarding the cancellation of my Jet Airways flight scheduled on */**/****. I understand that Jet Airway flight cancellation wasn't in MMT's hands but since I had booked the holiday package it was expected of MMT to follow up with me and provide me alternative flight options. At last, when I had to call them, they referred it to another department and so forth and then one day a call came to me, I asked them for other options, and they promised to call me within ** hours. They called me after * working days and quoted a higher price than what I could see on the MMT app. Disappointed, I booked the flight myself and requested for the refund. There was no respect for a customer's time.

*. There was an activity included in the package 'high tea at Fateh palace' that was cancelled and informed to me only ** hours before the trip. Weren't they supposed to inform me well ahead of the tour so that I could plan my trip accordingly? Doesn't MMT have any responsibility and accountability? Disappointed, I had to accept a cancellation and requested for the refund.

*. It is a procedure (also maintained in the mails from MMT) that the driver details have to be shared ** hours before the trip starts. I got no communication/SMS at all. Concerned, I called the helpline from Delhi Airport, they promised me to call back but no one called back. At Udaipur airport I again called out of concern, the vendor was taken into the conference and he was quite rude to me. it spoiled my mood before even the trip began.

*. When I got no notification for a refund on 'high tea' activity I had to again call MMT helpline, the guy at the receiving end(Dipanshu was his name) showed his inability to understand and asked me to wait for just ** mins to confirm things. I waited for around ** minutes, but when no call came to me, I again called the helpline and this guy Dipanshu said they will initiate a refund. He also incorrectly told me that some percentage of the refunded amount will go to MMT wallet. I tried to make him understand that since the Jet Airways flight cancellation refund has already been applied to my MMT wallet, the refund amount of the 'high tea' activity should not be going to my MMt wallet. This guy was adamant and after much persuasion agreed to my request. what seemed logical to me was illogical to this rep.
All my trip MMT showed a complete lack of accountability, responsibility and ethical treatment of customers. When I should have been enjoying my trip, I was busy calling MMT helpline repeatedly and to no avail. This lack of unprofessional behaviour is really in bad taste and shouldn't be tolerated.

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