Location/place: Surat, Gujarat
Name of company/service: makeMytrip Pvt. Ltd
Dear sir,
I am writing to bring to your attention a serious issue I have with india’s popular travel agent MakeMytrip.com. In April 16 2013, I had booked my trip(honeymoon) for Mahabaleshwar for Four days.
Details of the booking: (Custom Package)
Booking ID : Booking ID IN1304B12363
Package Cost : Rs.14,999/- (For two adults)
Package Details : 3 nights
Depart Date & Time : 30th April,2013 – 8:30 p.m. from Borivali.
Return Date : 4th May,2013 9:00 a.m from Mahabaleshwar
Depart From : Mumbai to Mahabaleshwar (By Volvo)
Return From : Mahabaleshwar to Mumbai (By Volvo)
.
Hotel details : Package inclusions :-
3 night stay in Regal – Woodside Retreat
Regal – Woodside Retreat
Regal Hotel, Mahabaleshwar, District Satara , Madhusagar
http://www.hotelregal.com/
Room Type: Exotic Ac
Round trip Ac Volvo Seater fare.
Now situation is, on 23rd April, 2013 due to the sudden death of one of our close family member of my wife’s family, I had to cancelled my trip. And so at the same day, I made call to Mr. Pranshul Mathur(our holiday package consultant)on 23 APril,2013 in the evening around 6:30 or 7:00 Appox. He did not answer my phone. Then I called him again on 24th April,2013 in the morning, but seems like he was busy so he did not answer again. Later on in the evening, some how I managed to talk to him, I explained my situation and requtest for cancellation. He promise to do it es earliest as possible and will revert back to me once its done. At that time he did not mentioned anything what will be the effect of my cancellation. For two days, I was waiting for his reply but there is no updates from him till 27th April,2013. So I sent an urgent email in regards to cancellatoin and request for reply. And he reply me with this.
”
—–Original message—–
Sent: Saturday, 27 April 2013 at 13:03:18
From: “Pranshul Mathur”
To: “hardik patel”
Subject: RE: FW: payment link
Hello Sir,
I had already forwarded your cancellation mail to my cancellation department in 24 hours you will get revert from them.
With regards, ☺
Pranshul| Holiday Consultant”
So now from my end , I have already made cancellation request and to issue refund.
Furthermore, on 30th April,2013 arond 5:30 p.m I got a call from Bus service provider, they said that my departure is in few hours so they are just reminding me to be there at departure place(borivali) on time.Again I said to him that I already made cancellation, he replied “Sorry sir, we have no information in regards to this.” After that, I strightaway called Mr. Pranshul and mentioned for this call. He is like may they forgot update their records but he has already made cancellation request to concern department.
Meanwhile everday, I had spoken with Mr. Pranshul regarding updates in my case. All the time i got same answer, he is not responsible for cancellation task, its a cancellation department who takes care of this. On 3May,2013 in the night around 7:30 again I got a reminder call from bus service provider in mahabaleshwar regarding next day departure (4th May,2013 :mahabaleshwar depart time : 9:00 a.m.) . And I was like whats going on. So again I called pranshul for this and he replied with same answer again and asked me lodge a complain via online. As he can not do much with this. And sent an email again on 5th May,2013 for updates and request for senior member to speak with me who deals with cancellation as it was totally unsatisfactory answer I had so far. In return i got a below reply from him.
“Hello Sir,
Kindly register your complain on below link.
With regards,J
Pranshul| Holiday Consultant
”
Now during this period , I have not only spoken with pranshul only but few other team members too.
At last I got a call from Ms.Rekha on 8th of May, I came to know that I am not getting refund as cancellaton policy says
Cancellation Period
From booking date till 7 days prior to departure.
50 % of the total booking cost +250 service fee
within 7 days
Non Refundable
Now this cancellation policy was given me after two days later of my booking.
But I explained her that I have been requesting since 23rd April,2013. It was not my fault that I did not try but I did not receive any call from them till 8thMAY,2013 since I made request for cancellaton. She said understand the situation and will her try best on this case.
Everytime I made a call, my phone was transfered to different people in Complain dept. I have explain to everone the same situation.
Earlier when I just made online inquiry for package and pranshul called me and ask me for my trip information and plan, he and his team wes so concerned about my trip that he was calling me every 10 mins not only that, but for a payment I got a call at 11:30 p.m in the night from his senior member as Mr.Pranshul was not there, But as soon as I request for cancellation neither he nor his team has given me responses. They always try to avaid me.
At Last on Pranshul Request to register complain online, I lodge the complain online on 11May,2013.
In return, I got this reply from Milan ChudaSama
Dear Mr. Patel, Thank you for contacting MakeMyTrip Customer Support with regard to refund for your Booking ID IN1304B12363. At the outset, we sincerely apologize for the unpleasant instance. This is not in accordance to our service standards nor do we expect any such practices. Your concern is important to us. MakeMyTrip is obligated to answer customer concerns timely and treat all customers equally. We assure you of high quality service and we regret any inconvenience caused due to the delay in responding your e-mail. We understand your concern regarding refund. However it would be our pleasure to refund the amount if the hotel could have refunded any amount to MakeMyTrip. We have put many efforts to claim your refund but as per the cancellation policy, the hotel is not ready to pay any amount for the same booking. Hence we regretfully inform you that we are unable to process any refund against the same booking. For any further assistance please call us on our toll free number: 1800-11-8747 – From MTNL/BSNL phones 1800-102-8747 – From other major operator You may also contact us by replying to this email or write to [email protected] and we shall revert to you within 24 hours. I hope this matter will not prejudice your view of Make My Trip and we look forward to assisting you with your future travel plans. We value your business with us and look forward in assisting you with all your travel plans. Yours Sincerely, Milan Chudasama MakeMyTrip India Pvt. Ltd”.
Now they blame on hotel that hotel is not refunding.
I have searched their website where they have not mentioned any kind of cancellaton or refund policy online. So how am i supposed to know ? And how can I trust on their words? I have paid to the makeMytrip.com not to the hotel.
Points that Would like to address :
– Pranshul forgot to cancel the booking on time.
– He did not diccussion any cancellation and refund terms before the booking as well not after the booking even I request for cancellation.
– If they had cancelled my booking that I shoud not receive a call from bus service provider twice.
– When I had spoken to one of their team member Mr.Rrupeshwar Singh who said that I did not show up at hotel so refund is not possible.If I have made my cancellation earlier then I should not be there to show up. According to him thier system status shows him that I did not show up thats why hotel can’t refund. So it prove that you never made cancellation otherwise I should not receive a call from bus service provider too on 30th April and 4th May too.
After that I escaletd my complains to three senior member Mr. Milan Chudasama,
Mr. Parminder Singh, Mr. Pankaj Dhir. And they all have sent me standard reply that they set up all who request for refund.
Reply From Milan Chudasama :
Milan Chudasama|16 May’13|.
Dear Mr. Patel, Thank you for contacting MakeMyTrip Customer Support with regard to refund for your Booking ID IN1304B12363. At the outset, we sincerely apologize for the unpleasant instance. This is not in accordance to our service standards nor do we expect any such practices. As per our earlier discussion, we assigned your query to our concerned team. We would like to inform you that they have validated all the issue with the hotel. However hotel is not ready to refund any amount as the booking was under cancellation policy. We regretfully inform you that we requested hotel to refund the amount against the cancellationpolicy but as per the cancellation policy, there is no refund possible from our end. For any further assistance please call us on our toll free number: 1800-11-8747 – From MTNL/BSNL phones 1800-102-8747 – From other major operator You may also contact us by replying to this email or write to [email protected] and we shall revert to you within 24 hours. I hope this matter will not prejudice your view of Make My Trip and we look forward to assisting you with your future travel plans. We value your business with us and look forward in assisting you with all your travel plans. Yours Sincerely, Milan Chudasama
-Reply 2 : Mr. Parminder Singh
Parminder Singh|18 May’13|.
Dear Mr. /Ms. Patel, Greetings from MakeMyTrip.com! At the outset, we sincerely apologize for the unpleasant instance. This is not in accordance to our service standards nor do we expect any such practices. We have validated the concern, As per the policies this hotel was a non-refundable and we can not got out of the policies. So we won’t be able to honour your case. I hope this matter will not prejudice your view of Make My Trip and we look forward to assisting you with your future travel plans. For any further assistance we are available round the clock on our toll free numbers. You could also write to us through reply email or visit us at www.MakeMyTrip.com Yours sincerely, Parminder Singh Team- We Care India
Reply 3:
Pankaj Dhir|21 May’13|.
Dear hardik patel, Greetings from MakeMyTrip.com With reference to your e-mail, please note that we have validated the complete case history and found that hotel cancellation policy was already shared with you, please find an attached copy of the e-mail for your reference. Please note that we are checking refund status for the bus booking, and we will get back to you at earliest. Yours sincerely, Pankaj Dhir Team- Priority India.
As per mail dated on 15th May, they request me to wait for five days and if this is the their final decision (not to issue refund) then I can go ahead with legal process.
So far, every member of makeMytrip try to convince me for their mistake. And said there is no refund.
No one is trying to draw an attention to mistakes from their end and blaming on me for this.
I have faith in our law system and this forum. Its not the matter of package cost but it was one month pention of my father and five month salary of my mother which I am not gonna loose it at all.
Its my humble request to you help me out to solve this situation and help to get my refund.
Regads,
Hardik.
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