Goibibo.com — Formal Compliant against PNR/Ref # R8MGRJ - Booking through goibibo‏

Address:

Bangalore, Karnataka

Hello Goibibo Team (This information has been sent to Spice Jet & consumer forum team in separate mail) I would like to raise my grievance and complaint against the Transaction, I have done for booking my Air Ticket through Goibibo web site today 4th July, 2015. Refer below mail. Background : I was booking my Air Ticket through Goibibo web site today : Bangalore to Kolkata and back. While choosing the Date of Departure from Bangalore to Kolkata, I have chosen as 9th Oct, 2015 and while coming back Kolkata to Bangalore for 23rd Oct, 2015. I have proceeded and provided all details and clicked for Internet Banking Option. Till that time I go to Bank Payment Option, the Date shown as I have chosen - pls find attached screenshot I have taken for each page while I was booking (Note : Normally I take screenshot of almost all pages when I doing any transaction over the internet as my practice) BUT when the money got deducted and the web site redirected me to Goibibo again, the date got changed to 30th Sep, 2015 for the Departure flight from Bangalore to Kolkata. I got shocked to see that because that was never intended. NOT sure how it can get change??? Then to clarify, I have called SpiceJet customer care to confirm and understand what happened and discussed with Agent Ms. Gurpreet and she informed me that "they are Not sure what happened because it has been booked from Goibibo". She also advised that to do the change, I can choose an Option of Re-booking/fresh booking but choose 9th Oct as date this time within 2 hrs from then and confirm/inform back with New PNR number, and in that case Spice Jet can Return back full amount to their Agency (that is Goibibo) and that will be reflected in 48 hrs time. I then called Goibibo customer care (dialing number - [protected]) and discussed with Agent Mr. Jatin about the situation and issue/concern on this case. Jatin informed me that I need to do Re-booking. When I was in phone, I was trying to re-book from Goibibo web site same way, but it did not allowed me to re-book, giving error that with same name & same flight time, I cannot do another booking. So Jatin advised me that in that case, I need to choose another Date. By that time the phone got disconnected. Pls NOTE : there is no option the Agent calls back and to discuss this every time I call Goibibo, call disconnects and I had to make alteast 5 calls and every time different Agent picks up and I need to explain again the same story. THIS IS UTTER FRUSTRATING to deal with goibibo customer care and they DO NOT know how to deal with customers and they do not bother if call gets disconnects & no one calls back. Thus I left with this frustration and I again call back to Spice Jet and informed that what problem I am facing and I cannot do another booking from goibibo as it is not allowing me to do so on same date. NOTE : I need to book my flight on same date and time, as it demands for my family and my need. This time from SpiceJet, agent named Ms Swathi, picked up and advised me to do a Fresh booking using SpiceJet website. I tried doing that but the fare was coming almost 2000 INR more than previous one, while in goibibo web site at that point of time, the price shows exactly same as first time booking. NOTE : So that means whatever shows in goibibo site is less than SpiceJet's own web site. But since I have to book for 9th Oct, I went ahead and booked the fresh ticket for me and my family same way. I have provided new PNR number to Swathi and she informed me that previous whole amount has been refunded baxk to their Agency Goibibo and my Ref number for this is PNR # R8MGRJ. Pls find Attached Cancellation and refund screenshot. New PNR number is J2F1NL which is book for 9th Oct, 2015 Bangalore to Kolkata and back on 23rd Oct, 2015 from Kolkata to Bangalore. Hello Goibibo Team I NEED MY COMPLETE MONEY BACK Rs. 36, 204 (INR) AS SOON AS POSSIBLE/IMMEDIATELY at my HDFC Bank Account (the one which I have used for Internet Banking while booking). Pls confirm me when can it be done, so that I do not have to follow up with you. Grievance / Concern / Complaints: How come Goibibo web site works like this and redirect to a different Date between Booking and payment option ?? Due to this a customer (me) had to go through SO MUCH OF Trouble and frustration and waste my valuable time. This is utter either fraudulence or web site error due to which I had to pay extra, while re-booking / fresh booking. Who will take responsibility or ownership of this issue - is it Goibibo or Spice Jet as now both are telling me I need to coordinate with them to get my Money Back. This is not small amount. We talking here over 36204 INR + 37014 INR (New booking amount). I Still DO NOT Know when will I get back my money back? I had to spent almost 3 hrs to coordinate with both Goibibo and Spice Jet for this transaction - this is waste of my time and without any fault from my side - WHY? How can we make sure this will not happen to other customer?? and who will take ownership of this issue to be resolved and check technically in backend? Why everytime a customer / me calls Goibibo the call gets disconnect and there is No option the Agent calls back, where as they have my number? why customer has to follow up for each and everything with both team? Why Spice Jet is NOT Taking any ownership, when they have chosen Goibibo as their official Agency for flight booking?? Then this agency should be cancelled, if such issue occurs?? Need some updates and confirmation on the above grievance/concerns from a middle class Indian customer Regards Dwipen Bhattacharjee Phone # [protected] Location : Bangalore