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Journalism of Courage
A recent trip to the revered Khatushyam Ji Temple in Rajasthan turned into a distressing experience for Naya Khullar, a tarot card reader and social media influencer, sparking fresh concerns over travel safety and the accountability of online travel platforms in India.
In a video posted on Instagram, Khullar shared a troubling incident involving a cab booked through MakeMyTrip. She said the driver assigned by the platform had failed to arrive on time, which forced her family to make alternative arrangements to return to Delhi. However, things took a dark turn when the original driver showed up later, demanded payment, and began acting aggressively—so much so that he allegedly threatened to follow them back to Delhi and their home.
“MMT failed to ensure our safety! We are at Khatushyam Baba, and this is what happens when you book through MakeMyTrip! I’m in fear for the safety of my family and my life. If anything happens to me and my family, then MakeMyTrip will be responsible,” Khullar said in her video. “He has been threatening us. We booked the driver for Rs 2000 at night, but he didn’t come on time. I’ve women and family travelling with me.”
Following the viral post, a representative of MakeMyTrip reached out, apologising for the experience. “We understand your agony, and we regret the inconvenience caused. We request you to provide the detail related to your concern in DM along with your contact details and booking ID so that we can investigate the issue at the earliest.”
Khullar later confirmed in a follow-up comment that her family had reached home safely. However, she didn’t hold back on her frustration with the company’s customer service, stating that during the most critical moments, she was kept on hold for long durations and received little support.
The video sparked a wave of reactions online, with many users sharing similar grievances. “Worst service. Me and my family have gone through a really bad experience with them. We have never used their services after that,” one user commented. Another person, clearly alarmed by the video, wrote, “Thank you for this video .. I was just going to book today for MakeMyTrip with family… I’m cancelling it. Again, thank you.”
Meanwhile, a third user wrote, “If you can’t go to the police, then call them. I’m sure the driver can’t stop the police. Making a video doesn’t prove you’re not guilty—let the police decide that.”
