[Resolved]  Goibibo.com — Bus ticket booking amount refund escalation - Operator PNR: LMR48332-ND121 - Bus Operator Denies that bus was not cancelled

Address:

Hyderabad, Andhra Pradesh

Dear Sanjay Bhasin and team, I am using this platform because I feel I am not being heard via customer care and another level management chanel set by Goibibo. I would like to report the case of non refund of ticket booking amount after the bus cancellation in last minute by the operator. THE BIGGEST ISSUE IS THE BUS OPERATOR DENIES THAT BUS WAS CANCELLED. To be precise, bus operator cancelled the alternate bus we got offered after the cancellation of first bus we booked and told me that bus in cancelled and we will get the refunds from the booking website. However when I called goibibo after 2 days of this incidence, I got to know that bus operator confirms that bus was not cancelled and and hence goibibo says that I am not eligible for any refunds. I am detailing the incident point wise, below: - I booked the bus for two passengers from goibibo for travel from Hyderabad to Nagpur on July 17. Details of the bus are mentioned below (e-tickets attached): Booking ID: GOBUSb33de[protected] [First booking - Cancelled by operator - goibibo offered alternate bus.] Operator PNR No. SKBRS[protected] Sri Kaleswari Travels, Travel Date: July 18, From Hyderabad to Nagpur, Seat L6, L5 - On July 18 evening, I got a confirmation via sms from the operator that the bus I have booked is cancelled and I should contact the respective booking site. - I called goibibo team the same evening (July 18) and informed about the same. The customer care executive offered me the choice between paid amount refund and another ticket to the same destination. I choose to have bus tickets to the same destination. He confirmed our tickets from Hyderabad to Nagpur via Dhanunjaya AC sleeper bus. Details of alternative bus are given below: Operator PNR No. LMR48332-ND121 [Alternate bus offered by goibibo - Cancelled at last minute - No refund so far.] New Dhanunjaya Travels Travel Date: July 18, From Hyderabad to Nagpur, Seat L1, L2 - We got picked up by Sharma Travel's Volvo bus (bus registration last digits - 8496) from RTA office, Kondapur spot. Phone number of the bus helper is +[protected]. He called us to pick us up from Kondapur to Nampally from where we were suppose to be picked up by actual New Dhanunjaya's travels bus. Also, we were getting calls from New Dhanunjaya Travels from phone no.[protected] to make sure we reach up to the pick up bus in time. - When we reached Nampally point at around 11:15 PM of July 18, as soon as we got down out of the bus, there was a guy from New Dhanunjaya travels standing to check the passengers who have arrived. Once he checked all the passenger names on the list, he told all o[censored]s that the bus in cancelled due to breakdown and we will get the refund from our respective booking websites. - After 2 days of this incidence, I called goibibo helpline, where customer care executive heard my part of story and told me that he will write an email to the bus operator to confirm that if bus was cancelled. Once he gets the confirmation, he will refund the booking amount. - I waited for one day after which I got an email from goibibo (email attached) that bus operator confirmed that bus was not cancelled and I am won't be getting a refund. - I am not sure that what system goibibo has made for simple refund that I have to call so many times and write multiple emails. And even after that I get to know that I am not eligible for refund. Looking forward to your revert and offcourse the refund of the amount and most of all black listing of such bus operators.