This story ended with a happy note
1) Make My Trip refunded all money for second Ticket of higher value
2) Go Air gave gift voucher which can be redemmed within next six months (hope that will happen smoothly
So, monetary harm has been taken care of … However it would be meaningful if they learn their lessons from this and take some steps so that it is not repeated in future. However there is immediate need for following upgrade:
1) Central view of all the communications that happen with the consumer. Be it via mail or on phone or any other mode. Every call center rep should have access to this central updated data. This will save us from repeating our story to every other call center rep. There were instances when i received more than one mail asking for same data which I had already provided. This problem is common to most of these call centers, as is also highlighted by Sachin in this Ezeego Case
