a) how you were unhappy with the brand;
MakeMyTrip's inexperienced customer care executives had goofed-up with my travel tickets of my infant traveler. Tickets had to be cancelled and re-booked only to see the same issue again. And makemytrip officials refused to respond to my complaint.
b) how you found about Akosha;
While surfing the internet for issues related to makemytrip i stumbled upon Akosha and registered my complaint with them also.
c) what was your experience with Akosha representatives;
Got a call from Akosha representative and they promised to take up my case with MakeMyTrip. A few days later i got a call from MakeMyTrip and they offered to close my complaint by refunding the cancellation & rebooking charges.
e) how the brand resolved your matter;
Thanks Akosha for all the help in getting the response & a positive resolution from MakeMyTrip.
f) how you would like to recommend this service to others (if at all).
Complaint DescriptionWith reference to your email for BOOKING ID NF2513612121248, we apologise for the inconvenience caused to you and we take your Feedback in a positive manner. We request you to provide us 24 to 48 working hours to resolve the same. With reference to your e-mail for Booking ID NF2513612121248, we need to trace the call to know the conversation took place between you and our agent on 01 November, 2011 regarding cancellation of the ticket. Hence, we request you to provide us your contact number from which you have called us on 01 November, 2011. While trying to print the ETicket of my MakeMyTrip Booking ID: NF2513612121248, i noticed that the name of the infant was showing as the name of one of the adult traveller. So i called up the Customer Support service and was advised by one Ms Anisha Batra that the name of the infant cannot be corrected and that i need to cancel the ticket and book again. She then helped me cancel one Adult and one Infant ticket (Ref No IN1111R0001221 , Date : 01 Nov '11). And another ticket was booked for 1 Adult and 1 infant on the same flight. Booking ID IN1111B00159. This time again the names were same. When i contacted the booking officer : Gurmeet Kaur she told me that in case of Infant the Ticket has the same name as that of the accompanying adult. I spoke with their supervisor Mr Vikram Singh and he promised to revert with a response. He never did. Raised a complaint to Service@MakeMyTrip.Com. A Reference ID 111101-037667 was assigned. Got Reply on 4th Nov that "With reference to your e-mail for Booking ID NF2513612121248, we need to trace the call to know the conversation took place between you and our agent on 01 November, 2011 regarding cancellation of the ticket. Hence, we request you to provide us your contact number from which you have called us on 01 November, 2011." Gave them the number. 5th Nov, got reply - we would like to inform you that we have forwarded your case to our concerned department to validate the information based on the call recording. We request you to provide us 72 working hours to resolve your query. No communication after that. I would like them to acknowledge the ignorance of their staff and pay for the cancellation and booking charges. Please help.