[Resolved]  Goibibo.com — refusal to refund money

Address:

Bangalore, Karnataka

Dear Sir/Ma'am, I had booked a return flight PNR no. K9P9PD from Bengalore to Delhi ( travel dates 16th jan and 27th jan) via Goibibo . 1. On 29th Dec 2014 I received a message from Spice Jet saying my flight has been cancelled and I should contact them to re-schedule on alternate flight ( p.s attachment for proof). 2. On the same day I contacted Goibibo to cancel my flight and initiate refund explaining that I do no want to rescheduled by SpiceJet. Also since I was suspecting changes in the 16th Jan flight and as it was a return flight I requested for complete refund of my booking. And I was assured it would be done. 3. Also I sent a mail to GoIbibo about my problem (Ticket id 68230). And I got the following reply : "You do not have to do anything further at this stage. Your ticket has been assigned with an id [ Goibibo - 68230 ] and will be responded to shortly. " The shortly never came and I have not received any communication from Goibibo via either phone call or mail or sms till date 4. On 30th Jan 2014 I again got a SMS from Spice Jet saying the flight on 16th Jan has been rescheduled and timings change to 9:55 am. 5. Since I did not get any reply from Goibibo I contacted the customer care again today i.e 4th Jan 2015. I apprised the executive (Ms Gunjan) about my problem. The reply I got was : a. Please contact Spice Jet for refund ( while its clearly written in your policy that for refund or cancellation I should contact Goibibo) b.On reminding that I booked via Goibibo I was told I would get refund only for 16th but not 27th ( when both my flights have been changed. And Spicejet has itself intimated me about it) c. On asking why does my flight status show confirmed when I have officially requested to cancel and refund the ticket? I was told there is a separate cell looking into it.and they will resolve the issue if they agree it is an issue ( is this a non -issue?) d. When I enquired when shall I expect a resolution I was given no time frame. e. I was further told that its SpiceJets problem not Goibibo's that the flight has been rescheduled. While I agree to this. The issue is not rescheduling but cancellation and refund of my ticket. After this terse response I felt clearly harassed by Goibibo. They have proudly put it on their website that you put " Customer First" as a policy but it hardly seems to be the case. I have been a regular and loyal customer of Goibibo and have recomended it to my friends. But now sadly I need to rethink. When I accessed SpiceJets website for cancellation and refund I was told I am eligible for refund but since I booked it via travel agent the travel agent i.e. Goibibo in this case needs to contact them for refund. I am surprised why Goibibo is not even acknowledging that it is your responsibility to refund my money. I would sincerely request you to look into this matter and take steps to ensure to expedite my cancellation and refund of ticket PNR K9P9PD as my travel dates are 16th and I need it to be refunded and cancelled before that Regards Dr Aparna Sharma