Since yesterday, MakeMyTrip has received a lot of flak. As always, we have taken the good, bad and ugly feedback positively and will use it to improve our processes and strive towards “doing things better”.
We would also like to take this opportunity to tell our side of the story…
At MakeMyTrip, the customer is the focal point of all activations and we always strive to provide him/her the best in service and experience. In December 2010, Mr. Vishal Rao had booked a hotel in Mysore on our website. However, the online booking could not get confirmed due to a system error. As part of our reconfirmation process, we contacted the hotel on the day of check-in, only to be told that the hotel was sold out. Our team tried to reach out to Mr. Rao to offer him an alternative hotel but unfortunately, could not connect with him. We did speak to him later and deeply regretted the inconvenience caused to him and offered a full refund for his booking.
Thereafter, in January this year, we reconnected with Mr. Rao after coming across his blog. Once again, we relooked at all details at our end and as a service gesture, offered him a travel voucher to give us a second chance. He said he would not be using the travel voucher “as of now” and would continue keeping an eye on all review sites and till he was satisfied, he might “use the voucher and close his site”.
Occurrences like these are rare at MakeMyTrip, but with the importance we place on customer relations and service, we ensure that all service any issues are duly resolved. Taking learning from Mr. Rao’s case and as a regular enhancement, we have proactively incorporated further stringent checks in place for any such future cases wherein the customer’s booking process could not be completed. This includes offering a room and hotel upgrade at no extra cost. In addition, we are setting up a public customer forum for customers to share their experience with us.
MakeMyTrip has and will continue to improve its service levels across the board. It is our endeavor to provide all our customers the best possible experience in every interaction with our company. “Customer Delight” is our passion. To give us feedback on our services, please do write to us here - http://makemytrip.custhelp.com/app/sharefeedback.