Online travel company MakeMyTrip recently faced a damaging incident when it sent out a marketing newsletter stating that Delhi would be closed from September 8th to 10th, 2023. Delhi Police quickly picked up on this and labeled it as misinformation due to their efforts to curb the spread of misleading information during the G-20 summit. The police immediately requested MakeMyTrip to retract the email and issue a clarification.
Realizing their mistake, MakeMyTrip swiftly took action to repair the damage and regain trust. They sent out an apology newsletter to their users and created a microsite within hours. The microsite, supported by Delhi Police, provided clear information on what routes were open and closed in Delhi during the G-20 summit days. MakeMyTrip emphasized their commitment to making all journeys smooth and convenient, whether it’s within Delhi, outside of Delhi, or outside the country.
MakeMyTrip’s quick response and effort to provide accurate information were praised by Delhi Police. They thanked the travel company for putting up their traffic advisories on the microsite and helping disseminate the right information to make travel smooth for all in Delhi.
This incident serves as an example of how timely action can not only control damage but also help a brand regain trust after a small mistake. It highlights the importance of quick troubleshooting and maintaining a good reputation in the face of criticism or misinformation.
In conclusion, MakeMyTrip’s swift damage control strategy, including an apology newsletter and the creation of a microsite, allowed them to rectify their mistake and regain trust. Brands can learn from their example and prioritize timely action and accurate information in troubleshooting incidents.