Sir/Ma'am,

I would like to begin by saying that I have been a regular customer of Make My Trip over the last few years, and have found the services to be adequate for the most part. However, after my most recent experince with your organisation, I can safely say that I will never use your services again, and will suggest the same to any acquaitance of mine as well.

I had booked bus tickets for 6 people from McLeodganj to Delhi for 8th April (MMT Bkd ID : NU21710918382887). However, a day before the intended travel (during my short stay at McLeodganj), my bus tickets were arbitrarily cancelled - either by MMT or the operator. While I understand that logistical constraints can impact travel, what was severely disappointing was that I received NO intimation from MMT about the cancellation. The excuse I was given was that my phone was not reachable; however, I fail to understand why an email was not sent to the ID I used for the booking.

What is even more unprofessional was that at 12:00 PM (bus departure was 5:30) I got a confirmation message from MMT that my bus was scheduled to leave in a few hours. The SMS listed down numbers for the bus operator. Only after following up with the bus operator, I found out that my tickets had been cancelled. At 3:30 PM, your call centre executives were telling me that they would revert in an hour or so. For a bus scehduled to leave at 5:30!

As a customer, I could not understand why I was sent that confirmation message, if (by the word of your employees) my bus tickets had been cancelled a day before. The excuse I got this time was that 'it was a default automated message.' It is indeed puzzling to hear that my phone did not receive the cancellation message (if any was sent) but I was able to receive the confirmation message a day later! The icing on the cake, however, was your shoddy customer service, where I was told I would have to make my own arrangements. I was put on hold for ages as the call was transferred from one employee to another.

I had to make alternate travel plans on an urgent basis - I was unable to find another bus as all were full. I was forced to book a private taxi, which cost me Rs. 8,500. Tickets originally were Rs. 4,800.

This is a sad example of quite shocking customer care. As I said in the beginning, I will never be using your services again. Also, I would love to hear what your customer care executives have to say about this.
Another word of caution - stop hiring incomptent workforce as part of the call centre for customer care. Some of the responses I got from them were not only downright stupid, but borderline insulting.

Regards,
Dhruv Gupta