On 7th & 8th November 2014, I tried calling customer service helpline number of MakeMyTrip to check on a Hotel booking. Both time after waiting for almost 20-25 in Q, I hanged up the call. On 8th I wrote an email to them specifying my query. Within second I got AutoResponse. But Customer Care Executive response came after 42 hours seeking some more details about my payments etc.

In response to above MakeMyTrip emaimakemytrip big imagel, I wrote two emails today to www.MakeMyTrip.com Hotel Customer Service. Both emails were bounced for the reason “The recipient’s mailbox is full and can’t accept messages now. Please try resending this message later, or contact the recipient directly.” Now as a customer I have following to choice to conclude about the Customer Service of MakeyMyTrip:

1. MakeMyTrip customer care is flooded with the customer emails which they are finding hard to sort out efficiently. Are there too many complaints in their service.

2. MakeMyTrip failed to anticipate the traffic on their mail server.

3. MakeMyTrip Hotel Customer Service mailbox is unattended or staff attending is carefree and gives damn to customers.

With this article I would like all readers to decode this live Case Study for me. Please try answering

(a) What can be effect on such consumer experiences in long term on MakeMyTrip if it is persistent?

(b) Where the core problem is – Customer Care, Supervision or Management?

(c) What opinion should consumers form about MakeMyTrip in such situation?

(d) What should CEO do to improve Complaint response Time and Quality?

Experiences of Indian professional and expert, who's heart lives in rural India. Read his views on Career Personality Development, Business, Advertising, Sales, Marketing, Technology, Social Media and Life.

1 Comment

  1. MakeMyTrip Care

    Reply

    At the outset, we apologize for the inconvenience and
    disappointment experienced in your recent dealing with our call center. Upon
    validating the query, we found that email address you used at the time of
    booking was different from the one from which your email came. Hence, the
    confirmation was sent you on the other email address. When you wrote to our
    hotel service team at hotelservice@makemytrip.com, our system
    erroneously sent a failure email to you. We understand that this
    failure-message may have added to your frustration, but the e-mail was recorded
    at our end and the issue raised in our system for investigation and redressal
    on 8-Nov-14 at 2:44 AM. As a result, we reached out to you to resolve this
    issue on 11-Nov-14.

    Regarding the issues you have raised in the blog:

    1.
    MakeMyTrip customer care is flooded with the
    customer emails which they are finding hard to sort out efficiently. Are there
    too many complaints in their service.

    It is our resolve to address complaints within an
    acceptable and stipulated time-frame and this was managed in your case as well.
    The email bounce-back was a one-off technical error which we are investigating
    and resolving on priority. We assure you that we respond to every customer
    complaint with alacrity and it is our endeavour is to resolve each complaint
    satisfactorily.

    2.
    MakeMyTrip failed to anticipate the traffic on
    their mail server.

    While we regret the inconvenience and confusion, this
    was not a case of not anticipating traffic, customer or complaint volumes. We
    are among the most robust eCommerce websites in India handling tremendous
    levels of traffic on a daily basis. We employ state-of-the-art technology to
    ensure customer data security and seamless payments. This incident was a technical
    glitch due to which you received a failure-message even on an email that was
    successfully delivered to us. We are addressing this glitch on priority to
    ensure that this first-touch-point breakdown does not recur.

    3.
    MakeMyTrip Hotel Customer Service mailbox is
    unattended or staff attending is carefree and gives damn to customers.

    We have already explained the cause behind the
    delivery-failure message. As a Company we are committed to creating customer
    delight through our products and services. Our customer service team works
    round the clock to ensure timely response and resolution of all issues. We also
    have a dedicated Social servicing team that scans, addresses and resolves
    customer issues raised on social networking sites and blogs. Your query was
    addressed and resolved within 48 hours.

    a)
    What can be effect on such consumer experiences
    in long term on MakeMyTrip if it is persistent?

    We are focused on creating customer delight, hence we
    take all feedback seriously and action it to ensure that process or
    system-related glitches do not recur.

    b)
    Where the core problem is – Customer Care,
    Supervision or Management?

    The problem was technical and is being resolved.

    c)
    What opinion should consumers form about
    MakeMyTrip in such situation?

    That we are a customer-focused Company that responds
    to customer concerns in a responsive and timely fashion. That we are not afraid
    of stating facts and acknowledging our mistakes. 1 out of 8 flight travellers
    in India today purchases a ticket via MakeMyTrip. It is not only a matter of
    pride for us but also a great responsibility. We understand that many
    travellers rely on us for their travel-related issues – these include
    unforeseen cancellations, flight-changes, spelling-mistakes in their name,
    date-change due to customer error. We have dedicated service support
    professionals who exist to help these customers resolve their concerns in a
    quick and timely fashion.

    d)
    What should CEO do to improve Complaint response
    Time and Quality?

    Customer Focus is in our Company DNA top-down. We are
    consistently working towards improving our complaint response time and quality.
    At present, 80% of our queries are responded to within 10 minutes.

    Regards,

    Customer Care Team – MakeMyTrip

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