How NOT To CUSTOMER SERVICE For A Trevel Business

#MyBadHoneymoon - Winter of '13

“Is it done?”

I was anxious!

“Yes Sir. Congratulations!”

“Oh Thank You! I never thought it would be that difficult Sapna. But Anyways thanks for solving the problems.”

“It’s my job sir. I am glad- You have finally booked.” Sapna said.

Finally I am on the way to my Honeymoon!

I cut the call. I was on phone with Sapna for 25 odd minutes and I already have got 6 missed calls from 3 different vendors and from 2 from my reportee managers and one from my Boss. Hazards of working with a Telecom Co. My telephone bills are free from the co. and they don’t let me breathe in exchange.

In last 10 days I have understood, no matter how many purchases you make before you turn 30, I think one of the trickiest one would be – Honey Moon. The mood of spouse changes every week, and so is the suggestion from close friends. The wallet and Budget screams out to take care. And the Boss wants you back as soon as you are done!

I booked my package with MakeMyTrip and they gave me a package deal for INR 96000.00/- This is my biggest transaction online ever, and when I think about it- It's scary.

96000 was 1.5 times of my take home salary!

Andaman! Well awesome 4 star Resort waiting! Deep water diving and Coral reefs and yes- the white sand beaches, as the photographs show!

Sapna from MMT kept following me on mail and calls while I juggled with 10 projects in hand and managing my over 100 team members.

 I made the payment 4 months in advance to avoid any mishap at last moment! My Fiance and I were happy and got busy in shopping!

#MyBadHoliday -1

A week later from the day I made payments, Sapna called up, saying there is some issue.

“What? But We have made the payments right? I mean have you?” I was amused.

“Yes sir, but the Resort is saying they will be under renovation in Nov-Dec 2013. So they are cancelling all reservations.”

“Ok. Now what? But Renovation in peak season – are you sure?”

“Yes Sir. But No Worries Sir I am giving you options of other best 4 star resorts and you confirm it to me by tomorrow. I will hold the rooms till tomorrow. Once you confirm- I will upload it to your Booking ID MMT3407XX89” Sapna told.

“Ok. Let’s see.” I was disappointed. But then- what to do?

After 24 hours – I and my fiancé could not zero down one choice in those 3 hotels Sapna gave as options.

But we just selected one and mailed it to Sapna.

Dear Sapna,

Please book this one – Hotel Green Orchid resort for us at Havelock Island.

Please make sure, no more goof-ups this time. Just in case you have forgotten, I have made payment of INR 96,710 on Jul-13. 

Thanks

Sunil Saha

My booking is confirmed. And I was happy to see finally the Air-tickets from Kolkata to Port-blair.

Between Jul-13 to Nov-13, I never heard back from Sapna or Roli. Roli was Sapna’s manager and was in touch sometime in the first week while convincing me to take up their awesomely unbelievable out of the world package. I took it.

Nov -13

Just before the marriage dates, I called up Sapna to confirm. Sapna didn’t respond on Call, unlike before where she used to call me back- She sent an sms.

“Dear Sir, I am busy, please text me or mail me with your enquiry.

- Thank You Sapna”

“Dear Sapna, Confirm my Booking ID- MMT3407XX89. Hope everything is on track. No issues there?”

“No Problems at all sir. Go Ahead and Enjoy your holidays” Standard response.

 #MyBadHoliday -2

Nov-13

Event day, I mean- Honeymoon journey day!

We stayed in Kolkata with a hotel for overnight to come to airport at 4 am to catch a flight scheduled at 6am.

At the airport- All Flight to Andaman- Port Blair are rescheduled.

I had no idea what’s going on. My wife and I both sat in the airport for the announcements. TV channels told that there have been thunderstorms in Andaman for past 2 days. Flights will resume only when the thundershower will slow down.

Wow! I mean what a bad luck- that kind of WOW!

We waited at Airport till 7 am and sent a mail to Sapna about the issue.

And I called up- at 8 am.

“Mobile was switched off”

I tried Roli- Mobile was switched off.

I told this to my wife. And she looked at me as If I am dumb ass. I had this expression- I mean what can I do here?

I could see the Honeymoon is over. It’s time to get a flight back to Delhi.

We requested Officials for return the money. Indigo charged 1200 Cancellation charges and 240 Internet facility charges and returned the money i.e. almost INR 34000. To and fro!

Kolkata to Portblair – 2 Tickets. And Portblair to Delhi- 2 Tickets.

And sadly we had to pay 12000 per ticket to Delhi! 24000 gone! All those planning, went down the gutter. Wow- Again!

Meanwhile it’s 10 am. Sapna and Roli- Mobiles are switched off. It was Saturday, not even Sunday.

With heavy heart and sad mood – we headed back to Delhi. 12000 per ticket without lunch on board!

Thank God- It was an arranged marriage! Or else in love marriage- any guy would have been crucified by now for such poor level of decision making.

However she did utter this- I don’t know how you manage so much of business as you say!  

#MyBadHoliday -3

Reaching out to MakeMyTrip (MMT) executives through their Toll Free No. was a nightmare. I was patient- Why?

The motto was straight forward- Get my Rs. 46,000!

15 days- I kept following on mail and I did get responses from MMT Customer Support team. I was angry at first on Customer Care- They cut my calls! I changed my mode of dealing – I started requesting- They were empathetic but gave standard responses.

This is what I knew after three calls, with Customer Services Executives- In case of Natural Calamity the Hotel and MMT is not liable to return any money to the customer.

WOW- Again!

I started mailing to the heads of MMT through one by one stage, and even reached out to MMT for next 2 months. It became a game for me- clearing levels and rescuing my Money Princess!

….

After 69 days of ordeal – when I was losing Hope. Finally I gave MMT a threat to pull them to court! I told them I am marketing professional and will go to Social Media and will make a video and circulate it till MMT makes losses of at least Rs. 46 Lacs!

Finally one fine evening – Aditya a Sr. Customer Excellence Team’s Manager called up and promised to get my case justice. This came as a relief!

After one more week- 3 calls with Aditya He got me – 23,000! I.e. 50% of the total losses. While they said- 50% of losses is bore by MMT.

Post that- I never got a call from MMT!

This was #MyBadHoliday experience with Make My Trip and sadly it happened with my Honeymoon which is probably- once in a life time event.

"Lost -23000 For Hotels

Paid 3 Times Fare to Delhi

Lost Rs. 37000 Travel Money

and Blocked 96000 for 5 Months"

My suggestion- Read the weather forecast before Honeymoon and

Choose your Vendor carefully and their TnC!

I really had a horrible one- #MyBadHoliday.

#ServicesMarketing, #TravelStartups #MMT #Makemytrip #Customerservice

**All facts and names used are inspired by true events and fictional!