Wasn’t that Wish > Click > Go? It was, but only till I did the Wish and the Click.
MakeMyTrip shot into public view with their aggressive marketing (neat campaign made by WebChutney guys). Lowest airfares, wish > click > go etc. sounded very promising. So, when I had to travel to Bangalore, I decided to use MakeMyTrip to book my air tickets. It all looked very good. Their website is cool and yes, the lowest airfare claim stands good. So, I booked 4 tickets for Delhi-Bangalore-Delhi. Payments done. Confirmations done. Problem starts.
These guys promise a 3 business day delivery of tickets at your doorstep, a promise which fell apart terribly in my case. I booked my tickets on April 12th (Wed), and received a notification from my credit card company that payments have been made on the next day. So, I called up MakeMyTrip customer care (getting thru is pain, as always) and asked about confirmation and when will I get the tickets. The lady on the other end promised a 3 day delivery, and suggested me to wait till April 17th (Monday; Friday and Sunday were holidays). So, I waited, and Monday passed silently. On Tuesday, I called them up again. They told me that there was some problem and they are clearing tickets of passengers who are traveling on dates earlier than mine (awk!). I asked them if the tickets were ready for collection if I happen to drop into their office. The lady replied “Sure! You will need to carry an identification proof”. (I am Cactus Jack)
On the same day, I got an email from MakeMyTrip apologizing for the delay due to some technical snag and promised delivery in next 8 days. I decided to wait for a few days. I called them up again on Thursday. The enthusiastic lady from MakeMyTrip said that she will dispatch the tickets right away and I should get them in next 3 days (huh!?). The whole week passed.
I have to travel in the first week of May and the last week of April was about to logon and I didn have the tickets. I kept trying the customer care on Sunday, but to no avail. All enthusiastic people were sleeping. Until now, I had this confidence that no matter what, I can go to their office and collect tickets from there manually (which is bad, but not as bad). So, I decided to pay them a visit on Monday, 24th April (12 days had passed till now). I went and demanded my tickets. The polite receptionist politely asked me to wait for 10 mins. Ok. About 20 mins passed. I pinged her. She said that she will just go and check the status. Ok. She came in 10 mins and told me that your tickets are coming in a moment. By now I realized that I am dealing with extremely slow and unprofessional people.
After 45 mins in all, I told her very clearly what my problem is and for how long I have been put on hold. She hurried, went inside and came back in 10 mins with an ETA (Expected Time of Arrival) of 10 mins. She said that the executive is issuing tickets right now. Issuing tickets right now? Crazy crap! What the hell were you guys doing for 12 days? Sleeping over the money that I had paid? After exactly 10 mins, I went to her and asked her to check whats going on inside. She went inside and took 15 mins and came back with the tickets. I asked her what was the problem, and she replied innocently that there was some technical problem (doh! I should have guessed). I checked the tickets and found them as I ordered. So, 4 tickets actually got issued and delivered after 12 days and 1 hour. So much so for the 3 day delivery commitment. And so much so for Wish > Click > Go.
Cherry on the cake – not 1 but 2. The lady did not ask me for any identification. I had to actually tell her that I was told that you guys need to see the identification (hilarious!). And just when I was leaving, the same lady told me that the executive forgot to stamp one of the tickets. So, she took them back and came back in 5 mins. I double checked the tickets and left.
The other side: My friend Kamalmeet is also traveling to Bangalore. He got his tickets issued and delivered to him by a local travel agent in Connaught Place in half an hour precise. Impressive. Only pain he had to undergo was of traveling to Connaught Place and placing his order.
So, MakeMyTrip guys, congrats! You guys lost your first time customer. I was moved into you by your advertisements. But after experiencing such unprofessional and amateur service, I am disappointed and find the local travel agent a better guy to deal with than you and your enthusiastic staff. Thank you.