Monday, June 10, 2013

Customer Service in India - Need to learn one or two things from neighbours in Asia. btw, avoid It sucks !!!!

Recently, I've been travelling to & within India. I've decided to use, which is supposed to be one of the better websites for travel arrangements. Within months, I received a mail from them saying they've upgraded my membership to "Royale". I don't really know what does that means, but I thought I'd be getting some privilege.

It was a nice experience so far but the problems started when I wanted to cancel one of my flight booking. I've called the "priority" phone number. The conversation goes like,

Me: Hello, I need to cancel this ticket with PNR number XXYYZZ.
CSO: Thank you for calling makemytrip. Let me put you on hold, while we verify.
Me: waiting..waiting
CSO: Do you have the reference number?
Me: Yeah, here is the PNR number. XXYYZZ.
CSO: ok. let me check.
Me: two more minutes hearing a stupid advertisement forcing me to listen what makemytrip offers
CSO: Thank you for waiting Sir. Could you share where is this trip to?
Me: I thought I shared the PNR number. Also I've dropped a e-mail previously. Could you check it. I have multiple trips to the same destination. So I do not want to cancel some other trip.
CSO: Sorry Sir, but I can't see your e-mail and I don't have your PNR with me.
Me: Faint !!!!!!
All this while, there was a terrible background noise. Added to that, I can't be waiting @ hold for more than 10 min. So I've told them that I'll followup with e-mail.

Another shock.

E-mail reply:

Thanks for the mail. We'll respond within 72 working hours

At first this looks like ok to me. Then I realized, that they $%&^*( taking more than 15 calander days to respond.

What the hell. By that time, my flight journey would have happened and I'd end up with ZERO refund. Is it intentionally playing with Customers or just day light cheating ?

I don't know but Makemytrip, you've lost a valuable Customer.

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