Below is my complaint I sent on Feb 2nd, 2011 to Ms. Chadha from Make My Trip New York Office for travel arrangements made from USA to India. I am waiting and still no action on it, I just cant believe this company is such a Unprofessional, uncaring, giving fraud service to its customers

November 25th I am browsing for booking a flight ticket to India one way. I am excited to finally meet my family after three and half years. After some friends recommendations I go to Make My trip web site. I go to see that it’s an Indian online travel booking company. It also says no. 1 choice for NRI, India's No. 1 Travel Company and a lot of other stuff. I go to the web site and to the Chat option and start chatting with Mr. Sharma. Reference ID: [101125-025694] Chat session. I give him my travel details and also mention I need an airline ticket which do not require TRANSIT VISA. He acknowledges it and books me a flight on Kuwait Airlines and assures me that no transit visa is required, The flight will depart from JFK Airport to Mumbai and samll stop over in Kuwait for flight Change.

MakeMyTrip Booking No. US1011B02251

December 23, 2010 I reach JFK airport, stand in line for boarding pass of Kuwait Airlines. I reached the counter and the agent tells me that the flight stops at London Heathrow Airport and I need a transit Visa for Britain to board. I am kind of shocked. I went ahead and spoke to the reservation manager at Kuwait Airlines Booking. He says the same thing. I tried explaining him that my booking agent from Make My Trip conformed me that I do not need a transit visa for this flight. But the reservation manager tells me that he can’t allow me to board the airlines. I call Make My Trip, the agent tells me that Make My Trip booking is right and the flight doesn’t need a Transit Visa and the agent mentions at no point I informed them in chat that I need a booking without a transit visa. I am kind of confused and then I thought I would deal with this matter once I reach India.

The agent tells me that he would cancel my Kuwait airlines ticket and book me another flight. He books me at Jordanian Airlines which costs me $2381. MakeMyTrip Booking No.US1012B02117. I stand in the queue of Jordanian airlines, now Jordan Airlines reservation agent says that I need a transit visa for Abu Dhabi and refuses to give me boarding pass. I call make My Trip again. After all the chat, they cancel my booking on Jordanian Airlines and book me on Emirates Airlines MakeMyTrip Booking No : US1012B02117. This costs me more $300. Total Cost of Flight now is $3616 one way. ($935+$2381+$300)

I arrived India and get sick for 3 days. The first thing I do is check my Chat Transcript of booking my on Kuwait airlines. In the chat I specifically mentioned the visa I hold and also went on to inform the booking agent that I need a flight ticket which do not require Transit Visa. The booking agent acknowledged it and booked me on Kuwait airlines. Its just hight of cheating a customer.

I contact Customer care of Make My Trip in India and they tell me that I have to chat with customer care on US website. In about 2 weeks or so I get my refund of $935 (Kuwait Airlines Booking Refund).

I contact Customer care though Chat. I explain the agent everything and told him that it wasn’t customer’s mistake if the booking agent booked a wrong flight after having all the information about the customer and specifically mentioning about the Visa Status. It was solely Make My Trip’s mistake of not having updated info of the flight they are booking there customers on. I also tell him that I am willing to be responsible for $935 which was my initial charges for my travel arrangements and my $2681 should be returned back to me. (Now after $935 refund I expect $1746 to be refunded back to me) The agent says Sir, the manager is not present right now and somebody will get back to me with a resolution in 48hrs. Reference ID: [110104-044888] Chat session Tuesday, January 4, 2011 6:33 AM.

I contact customer care again for another 3 more times through chat and I do not get a resolution and I have been ignored and the agents were very unhelpful:

Reference ID: [110108-006163] Chat session Friday, January 7, 2011 5:06 PM

Reference ID: [110114-007214] Chat session Thursday, January 13, 2011 6:08 PM

Reference ID: [110114-008458] Chat session Thursday, January 13, 2011 7:02 PM

I have called 4 times on US website booking no. (1800INDIA10) to customer care of make my trip, I needed to talk to manager and the answer given to me was that the manager was busy and also not available. My calls were dropped and very unprofessionally handled and the agents spoke to me rudely.

I belong to hospitality field, and I worked for hotels l like Hilton and Leela’s. I can’t believe such a reputed company can do this to a customer.

I feel that I got cheated and there is no value of service rendered to me from Make My Trip. My reservation wasn't handled properly by Make My trip even though I made my travel plans way in advance and caused me lot of inconvenience.

I rate this business the worst business I have ever come across. I would take my business to some other web site who really cares about there customer and recommend all my friends through social networking sites.

Vikramraj Vijayan

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