MakeMyTrip, GO Air and Me

My experience as a consumer of MakeMyTrip and Go Air …. Read on it happened today …

Kindly refer to the Attached file, which is an e ticket I booked through Makemytrip, for your reference I am reproducing some of the details here:

MakeMyTrip Booking No. FLT1435237

PNR No. 89INLQ

Passenger Name: Siddharth Sharma

Flight No G8-451

Departure Date and Time: 03/04/2008 5:20 AM

The Problem

This mail is to bring to your notice the fact that I could not board this flight, as the Departure time mentioned was not right, as this flight departed at 5:05 AM (instead of 5:20 AM as mentioned on e ticket).

I reported at check in counter well with in time at 4:30 am (which is 50 mins prior to the mentioned departure time on e ticket). However I was not allowed to board as check in was already closed (as per new departure time of 5:05 AM, as check is allowed only till 40 mins prior to the departure time).

GO Air Representative at Air Port

Now, GO air representative on desk told me that actual flight time was 5:05 AM and not 5:20 AM, so it is an error on part of MakeMyTrip and GO Air is not at all responsible for this and asked me to get in touch with MakeMyTrip.

Further on asking Go Air that they should have communicated the change in flight timings, they told me that MakeMyTrip never share customers’ phone details with us, so we were not in position to communicate with you and inform you about any change in flight timings to you.

Interesting comment:

He looks at my e ticket, which was print out of mail from MakeMyTrip; seeing the Gmail logo person chirps back :

” Yah to aapnay Gmail se book kiya hai ….insay hi baat kariay ki galat time kion baataya ..” ( You have got this ticket booked through gmail, ask gmail guys why he gave you wrong time) – This speaks about the Quality and knowledge of guys sitting at check in counter of Go Air!!

On contacting MakeMyTrip

First call: customer rep simply took my details, apologized and said concerned department will call you back in 3-4 hours, I requested him to expedite and see if I will be able to get it adjusted with similar flight next day as I had to go to attend 3 day conference at IIM Kozhikode (In any case day 1 has gone for a toss). He assured me of faster response, which incidentally didn’t happen and I called up again after two hours

Second Call: I again explained whole thing to a new representative, who put me on hold for quiet some time to check the details, and then again on hold as she wanted to talk to airline people, then she put on conf call with Manager (Piyush). His story goes like this:

Piyush: Sorry for the inconvenience sir, time of the flight was changed however we did informed passengers through SMS.

Me: I never got any SMS from Go Air, moreover your people at airport counter told me that MakeMyTrip never give you any customers’ no and so there’s no way airline can communicate. Now, I am not too sure whom to believe … You or your person at counter.

Piyush: Sir, in that case I request you to please send a mail to feedback@goair.in saying that you didn’t receive any SMS about change in timing of flight and so could not board the flight. And you will receive a response within 24 HOURS. We are extremely sorry that we will not be able to help you out with this only headquarter can do so. They will tell you if you will get refund or not. Is there anything else I can assist you with?

Me: No, you were not of any help I will get in touch at the mail given by you and also will approach consumer court for this. Thanks

I also asked him that who will be responsible for my other investments which have gone for a toss (Other investments include: Money I paid for conference, my return ticket). Forget about the loss of conference, and requested him if He can arrange for similar flight next day (
in place of this) so as to save other costs. Further asked him to give me a contact no of head office, he gave me this no +91 2267410000 (which I tried once, but nobody picked up)

Till this time lady from MakeMyTrip was listening to our conversation. I asked her:

Me: As I booked the ticket from your portal and was interacting directly with your company, isn’t this your responsibility to keep updated and inform me about any changes in flight timings well in time.

Her: NO SIR, as GO Air changed the time at last moment even we were not informed about the same. Moreover we are not at all responsible for the same and refund if any will be provided by Airlines. So it is advisable you kindly mail Airline guys.

And here ended my conversation with this lady and so does with all other representatives

Meanwhile, as it was sure that I will not be able to board connecting flight of Air India from Mumbai, so I got it cancelled from the representative there who said your taxes will be refunded to you.

NEXT STEPS:

1) I have composed this mail, and will be sending to MakeMyTrip and Go Air.

2) I want complete refund

3) I am not interested in this blame game which MakeMyTrip and GoAir are playing, I am least concerned, I want my money back, they will have to decide among themselves

4) However, as I was directly in touch with MakeMyTrip, so I feel that it is their responsibility to keep me updated and informed

5) I will post this mail on my BLOG for general public to see and respond to

6) If in stipulated Time (24 hours), I do not get desired response I will be forced to move to consumer court.

7) I booked another ticket for next day so as to able to attend remaining workshop and complete my other works and returns as per previous plan.

8 ) I want mail or telephonic conversation and some sort of assurance from the top management of all concerned companies ASAP.

9) I expect following compensations

Complete Refund of money for the said ticket and travel expenses to airport,

Extra fare i paid for the second ticket booked for 4th April

compensation for loss of time and compensation for loss of 1 day of workshop at IIM Khozhikode.

My question to readers is … have you faced any such problem? Share it ….

What do you feel whose fault is it? aAir lines or MakeMyTrip ….??