Eshan J.

Original booking ID: NH*******238
New ID: NH*******902

Booking was made through trusted brand MMT for my parents to celebrate the new year in Udaipur. Their original dates were 6th-9th January 2022. (Refer to original booking ID) Their booking included stay + breakfast + 1 major meal. Due to some reasons, their travel dates had to be changed to 1st-4th January 2022. The date change through MMT costed me close to an additional ₹15,000. (New booking ID) However, without my consent, they removed my meal plan altogether. As per the new booking ID, NO MEALS we're included. Being a trusted brand, I didn't check the finer print myself of the revised voucher. This was brought to our notice only when my parents reached the hotel and were refused their meals.

After nearly 12 calls to various customer care representatives, (Saurav, Suresh, Nima, Parul) and 1 floor manager (Alice) over a period of 48 hours, absolutely no solution was given. Every time they promise to call me back with a solution, they magically forget to call me back. So I have to call them again and explain my whole situation again to a very lost and immature call center representative. According to the floor manager - Alice, the Area Manager, who's in charge of such situations, has not turned up for work, is not answering phone calls, or replying to emails since 48 hours. What an excellent and dedicated set of managers the company has. My parents' trip will be ending tomorrow, 4th January, and they will have paid nearly double of their initial booking amount because of an incompetent team like MMT.
As per my last telephonic conversation, I'm supposed to receive a call back today at sharp 2 PM from the area manager because that's their reporting time on a Monday morning. I wish my company allowed me to start my day at 2 PM. If a solution is not given to me as per my satisfaction by the end of the day today, I will be taking legal action against the company. This is not a threat, this is just a very frustrated customer who thought of giving their parents a good experience, which has turned into a nightmare because of an irresponsible group of people who call themselves a part of MMT.