I have been using Axis Magnus and Reserve for the past 2 months and I have used their concierge service multiple times so thought of sharing my feedback here.
1. In the last 2 weeks of December there was quite a lot of rush and lines at the IGI airport in Delhi and my wife is pregnant so I had booked M&G service on extraordinaryweekends.com for myself and 3 additional guests. The ₹1 payment went through and I got a confirmation mail confirming my booking. I had not received any contact information till the date of travel so I called up the concierge and enquired my booking. To my surprise they told me that they haven't received the booking yet so it hasn't been processed. I told them that I had received a confirmation mail even. And their reply was that the request wasn't forwarded from the website to them. They told me that a senior will call me back in 30-45 mins but no one did. I called them up multiple times to enquire the status but every time I would receive the same reply that they will call me back. Finally one agent told me that they need at least 24hrs to make arrangements and now they won't be able to help. Due to which I had to rush up with my preparations for the trip as now I would have to reach the airport early due to the long queues. I wrote an email asking what caused all this issue. Till this date, I haven't received any reply from them.
2. This time I had requested from limousine pickup and M&G service on international arrival. 48 hours before the flight, I got the info that my flight has been delayed by 8 hours so I decided to give them a call and pass on this info and check with them if they have initiated the process this time. The problem was that there is no way to reach the concierge by phone as you can't call them from an international number or using your Indian phone when its on roaming. Finally I was able to get through by asking one of my friends in India to put me on a conference call with them. The flight was further delayed by an additional 2-3 hours and they had adjusted accordingly and the service was fulfilled properly.
3. Yesterday I called them up asking to make a reservation at a restaurant for today. Again not receiving any reply even after 24 hrs so I decided to call them up and they gave me lame excuse that the restaurant hadn't picked up their call. 5 mins later, I get a call saying that the restaurant doesn't take reservations so its going to first come first serve. The fact is that the restaurant does allow for reservations till 7:45pm on eazydiner app and I had requested for a reservation at 8:15pm. I had the expectation that concierge of a card that charges ₹59k annually would be able to manage this but again I was left disappointed.
I know for a fact that others have faced a similar experience in relation to M&G booking not getting processed even after the confirmation email.
Please do share your experience with axis concierge.
Also is there any email or phone number where we can complain (apart from sharing the feedback here 🙂 ) about the concierge service?
1. In the last 2 weeks of December there was quite a lot of rush and lines at the IGI airport in Delhi and my wife is pregnant so I had booked M&G service on extraordinaryweekends.com for myself and 3 additional guests. The ₹1 payment went through and I got a confirmation mail confirming my booking. I had not received any contact information till the date of travel so I called up the concierge and enquired my booking. To my surprise they told me that they haven't received the booking yet so it hasn't been processed. I told them that I had received a confirmation mail even. And their reply was that the request wasn't forwarded from the website to them. They told me that a senior will call me back in 30-45 mins but no one did. I called them up multiple times to enquire the status but every time I would receive the same reply that they will call me back. Finally one agent told me that they need at least 24hrs to make arrangements and now they won't be able to help. Due to which I had to rush up with my preparations for the trip as now I would have to reach the airport early due to the long queues. I wrote an email asking what caused all this issue. Till this date, I haven't received any reply from them.
2. This time I had requested from limousine pickup and M&G service on international arrival. 48 hours before the flight, I got the info that my flight has been delayed by 8 hours so I decided to give them a call and pass on this info and check with them if they have initiated the process this time. The problem was that there is no way to reach the concierge by phone as you can't call them from an international number or using your Indian phone when its on roaming. Finally I was able to get through by asking one of my friends in India to put me on a conference call with them. The flight was further delayed by an additional 2-3 hours and they had adjusted accordingly and the service was fulfilled properly.
3. Yesterday I called them up asking to make a reservation at a restaurant for today. Again not receiving any reply even after 24 hrs so I decided to call them up and they gave me lame excuse that the restaurant hadn't picked up their call. 5 mins later, I get a call saying that the restaurant doesn't take reservations so its going to first come first serve. The fact is that the restaurant does allow for reservations till 7:45pm on eazydiner app and I had requested for a reservation at 8:15pm. I had the expectation that concierge of a card that charges ₹59k annually would be able to manage this but again I was left disappointed.
I know for a fact that others have faced a similar experience in relation to M&G booking not getting processed even after the confirmation email.
Please do share your experience with axis concierge.
Also is there any email or phone number where we can complain (apart from sharing the feedback here 🙂 ) about the concierge service?
