On 7th & 8th November 2014, I tried calling the customer service helpline number of MakeMyTrip to check on a Hotel booking. Both times after waiting for almost 20-25 in Q, I hung up the call. On 8th, I wrote an email to them specifying my query. Within a second, I got AutoResponse. But Customer Care Executive response came after 42 hours seeking some more details about my payments etc.
In response to the above MakeMyTrip email, I wrote two emails today to www.MakeMyTrip.com Hotel Customer Service. Both emails were bounced for a 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 MakeMyTrip:
1. MakeMyTrip customer care is flooded with 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 the effect on such consumer experiences in the long term on MakeMyTrip if it is persistent?
(b) Where is the core problem – Customer Care, Supervision, or Management?
(c) What opinion should consumers form about MakeMyTrip in such a situation?
(d) What should the CEO do to improve Complaint response Time and Quality?