Happy Endings …

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

Updates on Ticket issue and Air India

On this whole issue of Air Tickets following are the responses from Go Air and MakeMytrip ( other than the comment from Gp Capt Sachdev from Go Air)

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MakeMyTrip

Mail 1

From: Service <Service@makemytrip.com> to siddharth sharma <siddharths@gmail.com>,
date Fri, Apr 4, 2008 at 3:00 AM
subject RE: who will Refund my Money?
mailed-by makemytrip.com

Dear Mr.Sharma,
Greeting from Make My Trip!With reference to your mail,please be informed that the attchment is the only e-ticket, further please note that you need to take the print out of your e-ticket along with the valid photo id proof.
For any further assistance we are available round the clock on our toll free number 1-800-11-8747 (MTNL/BSNL)/1-800-102-8747 (Airtel)/ 95124-4628700 (Any Landline).You may also write to us through reply email or writing to Service@MakeMyTrip.com or visit us at www.MakeMyTrip.com.

We value your business with us and look forward in assisting you with all your travel plans.Saba Siddiqui,MakeMyTrip (India) Pvt. Ltd.103 Udyog Vihar Phase I Gurgaon -122016 (Haryana)Toll Free: 1-800-11-8747 (MTNL/BSNL phones)
Toll Free: 1-800-102-8747 (Airtel subscribers)
Tel: 0124-4628747, 0124-2898747 E-mail:Service@MakeMyTrip.ComYou are welcome to write to our management with feedback about our services. CLICK HERE: share.feedback@makemytrip.com

[I cant make head or tail out of this mail, what are they trying to say and highlight, seems like responded to mail withouht even reading the whole story. As a next step I have replied and forwarded the conversation at feedback id given in this mail]

Mail 2

Received an auto mailer from MakeMyTrip, saying that money has ben refunded and will reflect in credit card account within ten business working days. I am not too sure what this refund for, may be for the connecting Air India flight (on 3rd April) i got cancelled at air port

Telephone call

In evening got a call from MakeMyTrip, they need details of my new flight which i took on 4th April he was looking for fare of both the flights and would refund the money as soon as they get these flight details.

[Have mailed them the same, lets see what they intend to do with it]

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GO Air

1) Comment from Gp Capt Sachdev

2) Call from their cost rep that their manager Richa will soon contact me on this whole issue

3) Checked with MakemyTrip database that my account no with their records was wrong, updated the same.

I appreciate the fact that Go Air management has been quiet prompt and responsive so far…

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Air India

Further I managed to catch my flight today ( i was at check in counter one and half hour prior to departure time ) – Today i could see the logic in my Dad’s advice of reaching railway station early and not just in time…

There was lot of chaos at mumbai airport while catching connecting flight fo Air India ….However it taught me good lessons for consumers

Keep Your Eyes wide open: IC 157 flight which was supposed to leave at 8:55was delayed by half an hour. I was lucky to notice the same at the check in counter display. Person delivering my boarding pass never cared to inform me about the same…

As a consumer they want you to keep your eyes open, look around and pay attention to detail.

Be patient: All the display boards except one at check in counter were showing old time and there was no info about the boarding gate of flight. I asked the concerned person, who smiled and asked me to wait in the lobby, there will be an announcement about the same.

It was 9 am now, by this time couple of other air india flights were also delayed and departure time of all was nearly same. So there was a mad rush at the gate no 8, there was single queue for all these flights, nobody was sure when will their flight leave. Staff was repeating same sentence – will inform in few minutes sir, please be patient.

So as a consumer you got to be really patient and keep asking the same question no matter if you get the same response.

Be on your toes – As the density of crowd at gate was increasing and the time was half an hour past 9, I decided to join the crowd and i realized it was wise decision for a Air India staff person standing near the gate was making an annoucement, only audible within the crowd. She was actually calling out the flight no and people were accordingly moving out.

I got lucky around around 9:30 am, when she announced about the boarding of flight no IC 157. How foolish i was sitting in the lobby and waiting for the announcement information to come to me through some speaker, or on any of the LCD display

As a consumer you are not supposed to sit and wait for the information to come to you… make an effort, move your ass and go as near as you can to the information source … again keep your eyes and ears open … Be on your toes ..

Finally I could board the flight and somehow managed to reach my destination, it was realy a sense of achievement, it would have been really boring journey, thank you all for making it so eventful and adventurous.

By the way … think twice before making any commitments to others… you might not be able to reach on time .. or may be not reach at all

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 ….??