GoAir — charged in spite of flight cancellation from goair

Pnr - y45pnr

I was supposed to travel from leh to pune via delhi on 17-aug. Flight was cancelled by airlines due to bad weather.

Subsequently, i was advised by staff to reach call center or ticket counter at airport in order to reschedule your tickets. And i preferred calling call center being an easy option. I was advised by call center representative in such cases, airlines has a policy to provide rescheduling free of charge for t+24 hours schedules.
Further, i was told that as there are no seats available next day i. E. T+24 hours i should go for t+48 hours but i have to bear fare difference. I have followed the advise and done rescheduling with additional cost of circa inr 5000.

To my surprise, at goair ticket counter such rescheduling i. E. T+48 hours without any additional charge and fare difference. Moreover, staff at ticket counter was happy to help me on similar lines but as my request was in process by call center, they have refused to take any action from their end.

Why i haven't been advised by call center to reach out to ticket counter before checking options with call center? Why goair ground staff didn't address me to reach out to only ticket counter? Why policy differs at call center and ticket counter?

Subsequently, i had reached out to call center again with my compliant and spend more than an hour with hopes but it wasn't addressed. Moreover, in spite of my request to speak with senior manager or supervisor i wasn't allowed to speak with them, neither they called me later.

I am looking forward to reimbursement of money i have been charged which is around inr 5000.

Thanks & regards
Parag pande