It was with Makemytrip.com that I had booked my flight tickets to London on a recent visit. On the day of my return from London; infact just hours before my flight I checked the Heathrow website and realised that my flight was not on the departure list. Imagine my horror!! I got in touch with Air India and they informed me that I would have to talk to my travel agent, i.e. Makemytrip.com. Since I was in London, I could not get through the India toll free number that was provided on the website. I called my husband in India and he spoke to a representative about the situation. He was told that an email had been sent to me regarding the re-scheduling of the flight. I had not received any email from them. I checked my junk email and spam and there was nothing from Makemytrip except for the etickets that they had sent. I had not received any phone call from them either. Realising that talking to them was futile as they would not be able to help me as it was the day of the flight, we decided not to waste any more spit on them. Staying over in London was not an option as I did not have any hotel reservations. So, I checked the websites and bought an online ticket to Mumbai, flying out that day in 4 hours.
I knew about Akosha through Ankur Singla (CEO of Akosha) since our student days in London. We spoke to him and he did the rest.
The experience was thoroughly satisfactory. Within hours I received an email with all the details about how the whole procedure would be done. It was utterly reassuring to know that things would be taken care of.
Akosha was in touch with me throughout the process. I have spoken to them every couple of days while I was talking to makemytrip.com.
I have to admit that customer care of Makemytrip.com has also been quite co-operative. I got a call from them within 24 hours of lodging the complaint. After a couple of phone calls back and forth, they informed me that they would refund the (entire) amount that I had to pay extra while buying a fresh one-way ticket from London. That is what I had hoped for. The matter was resolved within 2 weeks.
Honestly, I was quite pessimistic about having a discussion with makemytrip. I felt that it would be a futile effort. But Akosha certainly smoothened out the process. I would definitely recommend it to anyone who has undergone any such situation involving the irresponsibility of a company towards their customers. It is an easy, and extremely helpful way to get yourself heard without going through the unnecessary hassle of hours of haggling with customer care representatives who are almost always unrelenting and unwilling to help. Akosha certainly helps customers like me circumvent all the unpleasantness involved in such an exercise.
Complaint DescriptionHey Ankur, Attached is a word document detailing all the information about the problem with makemytrip.com. Also, I have attached my new e-ticket (since it was messing up the word document) as a separate attachement. Hope this helps. Do let me know if there is anything else you need.