Rupal Dokania
New member
- Website Name
- Makemytrip
- Loss Amount
- 70000
- Ratings
I am writing to express my deep dissatisfaction with the recent interaction I had with your customer service representative.
Despite reaching out multiple times over the past week regarding an urgent travel-related issue (travel scheduled within a week), I was met with unhelpful and dismissive behavior. When I requested assistance in locating my booking ID, agent initially refused to help and stated that the travel was not urgent—this is not true, as I’ve been following up for days to get this resolved well in advance.
Additionally, when I provided another booking ID, she incorrectly and falsely claimed that she could only assist with one booking ID. This contradicts my previous experiences with your support team, where agents have handled up to three bookings in a single call. This inconsistency in support is not only frustrating but raises serious concerns about the credibility and transparency of your customer service.
It felt like Ms. Kohli was more focused on the call duration than actually resolving my query, which is unacceptable. As a customer relying on your platform for travel needs, I should not have to struggle for a week to get basic support.
I request the following:
1. A full review of the call and Ms. Kohli’s conduct.
2. Immediate escalation and resolution of my original query (I can resend the booking IDs if required).
3. A written explanation regarding your call center policies on how many bookings an agent can support in one interaction.
4. Assurance that appropriate corrective action will be taken to avoid such experiences in the future.
I look forward to a prompt response and resolution. If this is not addressed urgently, I will be forced to escalate this issue further.
Sincerely,
Rupal Dokania
Despite reaching out multiple times over the past week regarding an urgent travel-related issue (travel scheduled within a week), I was met with unhelpful and dismissive behavior. When I requested assistance in locating my booking ID, agent initially refused to help and stated that the travel was not urgent—this is not true, as I’ve been following up for days to get this resolved well in advance.
Additionally, when I provided another booking ID, she incorrectly and falsely claimed that she could only assist with one booking ID. This contradicts my previous experiences with your support team, where agents have handled up to three bookings in a single call. This inconsistency in support is not only frustrating but raises serious concerns about the credibility and transparency of your customer service.
It felt like Ms. Kohli was more focused on the call duration than actually resolving my query, which is unacceptable. As a customer relying on your platform for travel needs, I should not have to struggle for a week to get basic support.
I request the following:
1. A full review of the call and Ms. Kohli’s conduct.
2. Immediate escalation and resolution of my original query (I can resend the booking IDs if required).
3. A written explanation regarding your call center policies on how many bookings an agent can support in one interaction.
4. Assurance that appropriate corrective action will be taken to avoid such experiences in the future.
I look forward to a prompt response and resolution. If this is not addressed urgently, I will be forced to escalate this issue further.
Sincerely,
Rupal Dokania
