| Name of Complainant | |
| Date of Complaint | December 26, 2021 |
| Name(s) of companies complained against | Make my trip |
| Category of complaint | Tours & Travels |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I have booked a tour package to Andaman through MMT website. My trip ID was NL2103622806360.
We were 6 persons for the trip. I had paid total package price of Rs 1,47,420/-. It was a 5 day and 6 night package, with one night at Port Blair, Second and third night at Havelock, 4th night at Neil Island and 5th night at Port Blair and return on 6th day. The dates were 29th Nov. to 4th Dec-2021. MMT has sent me the detail of the whole tour package. I had got a message from Sonali Seth on my whatsapp that she will be our Relationship Manager for our holiday tour and it was mentioned in the message to feel free to contact her through Whatsapp/call or e-mail for any assistance.
We went ahead as per schedule, we reached at Port Blair on 29th Nov. around 10.00 am. After reaching airport, I tried to contact Relationship manager to know about the cab detail, the driver detail who will come to pick us from the Airport. I sent her a first message at 10.01 am on her whatsapp no. to know about cab detail but my message was not seen. Then I sent another message at 10.13 am but again no response. Then I made a phone call at 10.19 am which was not attended. I made another call to her at 10.30 am which was attended by her. I raised my concern about the detail of the cab and why was she not attending the phone, I also said that I’ll complain about not attending to the call. But she was bold enough to say, it doesn’t matter, you can file any complaint. She also said that her duty starts at 10.30 am that’s why she was not attending calls. (Pic-1 & 2, screen shot of whatsapp message enclosed for ready reference). However, she informed that the cab driver will be waiting outside the Airport with placard. This could have been informed to me earlier along with the detail of itinerary sent to me or could have been informed through msg/whatsapp but was not informed.
(29.11.21)1st day, after checking in the Hotel, our cab driver took us to Cellular Jail and then we went to Chidiya Tapu (which was planned on the 5th day).
(30.11.21)2nd day our ferry to Havelock was schedule at 2.00 pm, the driver took us to the harbor at 12.00 noon. We were not aware why they took us to the harbor so early, we had to wait for the entry for 1 hour outside the gate. Anyhow we reached Havelock through Mackruzz at 03.30pm and were later dropped at our hotel Country Homes by MMT team. Everything was fine and was almost as per schedule. 3 phone numbers were given to contact with at Havelock, a) Hanoz Banaji- 9103143004 b)MD Afroz-8493949902 c)Arish-Sidhwa. One more no. was given i.e. of Vishtas-9958758514
(01.12.21)3rd day, as per tour package, we were to be taken to Elephanta beach but that was cancelled due to bad weather. So, it was informed by the driver to go to Radhanagar beach instead. So at 10.30 am we were taken to Radha Nagar Beach. We stayed at Radhanagar beach till 01.21 pm (Pic-3, my time line as per google map). After that we came back to our hotel at 2.00 pm for lunch. At 2.40 pm I received a message from Vinod Sharma-Photographer from MMT for photo-shoot at Radhanagar beach (Pic-4, Screenshot of the message is enclosed along with the timings). I called him and told him that we have been taken back to our hotel now and if there is any possibility now? To which he said, he will get back to me shortly. Perhaps he forgot to call back then. I only got his call at 09.15 and 09.18 pm (Pic-7, Screenshot of the message is enclosed along with the timings), we were having dinner at that time so I could not attend the same. It was very late too I did not call back. There should be coordination in the MMT team, as they have taken us to the beach but the photo-grapher was not aware about the same and the Photo-shoot of the tour package was not done because of mismanagement of MMT managers.
(02.12.21)4th day, as per tour package, we were scheduled to go to Neil Island and the ferry was scheduled at 01.45pm, which was cancelled. We were asked to checkout from the hotel at 08.30am by the hotel staff. After checking out we were left on our own by MMT. No one was attending the call neither relationship manager (Sonali Seth) nor the MMT manager at Havelock (Afroz, Vishtas). 2 no. were switched off and the third which one was working asked me to contact the first no. After 2 hours i.e. around 11.30 am, call was attended by Afroz and we were told to keep on waiting as they were making arrangements. After waiting for 2-3 hours more at hotel reception, Md Afroz got contacted, he informed us that they had talked to the same hotel (Country Homes) and we have to check-in at the same hotel. After waiting for 6 odd hours are the reception of the hotel, we were made to check-in. So we stayed inside the hotel for the rest of the day.
(03.12.21) 5th day, again we were made to checkout at 08.30 am in the morning by the hotel staff. Again, no one informed us about the timing and schedule. Only it was informed that MMT managers are making arrangements for our ferry back to Port Blair. Though the weather became clear but no arrangements for missing part of the tour package were made. We were made to wait at reception counter of the hotel till 01.00 pm. At 01.00 pm it was informed to us that ferry is coming at 04.00 pm which will take us to Port Blair. I received a call from driver of Port Blair cab about the schedule. I informed him that ferry will depart from Havelock by 04.00pm as told to us by MMT manager and will reach around 06-06.30 pm. We were dropped at harbor at 01.30 pm and we again made to wait for 03.30 hours. The ferry came at around 05.15 pm and we reached around 07.30pm at Port Blair. Cab driver received us from the harbor at Port Blair. Surprisingly, he handed me the ticket of Light and Sound show (as per tour package), which eventually was over by the time we reached there. It was very astonishing why he bought the ticket for the show, when he was informed about the ferry timing by me. He said that as the light and sound show was the part of package that’s why he bought the ticket at 2 pm.
We were dropped at our booked hotel i.e. TSG Emerald, Port Blair but our misery did not end there. All the rooms of the hotel were already occupied. They had no rooms available with them. I sought clarification from my Relationship manager Sonali (by calling her at 08.20 pm, Pic-5), but she was not aware about the same. She said I’ll get back to you. After 20 odd minutes I got call from MMT for attending to my query and another call half an hour later (Pic-6, screen shots enclosed regarding timing for your ready reference). After making us to wait at the reception for more than one hour, the hotel staff made make shift arrangement for us at some other hotel. Anyhow, we spent the night at other hotel.
(04.12.21) 6th day, our flight was scheduled at 08.45 am and was delayed by half an hour. Our driver told us to reach at the Airport two hours before the fight i.e. around 07.15 am (scheduled departure 08.45 +30 mins delay-09.15 am). Instead on reaching at our hotel around 07.00 am, the driver reached the hotel at 06.00 am and called us. We were dropped at Airport at 06.40 am. The only reason for dropping us so early was that he had to take other persons for Airport.
In nut shell, we were made to wait for hours by MMT managers. There was no coordination between the members/managers of the trip. No one was taking responsibility. I admit there was a cycloan but instead of switching off cell phones, not attending to customers and not providing information some alternative arrangements could have been made.
I need to get compensation for the mismanagement by MMT, the cancelled itinerary, the cancelled parts of tour package and misery done to me and my family. There were two kids age 10 and 13 and two senior citizens aged 74 on the tour. But MMT has failed us. If I do not get any response/compensation, I have no other alternative to file complaint in the Consumer court.
This is to inform you that one of other guest (tourist) informed us that their relationship manager has assured them about the refund/compensation for the cancelled parts of tour packages.
