[Resolved]  Goibibo — harassed and cheated by goibibo

This is to highlight a breach of trust, harassment and cheating that has happened in my booking via goibibo, despite paying a premium for the connection guarantee.

Please note despite having a connection guarantee i am getting no refund for the chennai colombo flight which is missed due to cancellation of the first leg for no fault of mine. Please find below the details

The itinerary

I was supposed to travel from mumbai to colombo with my friend from the following connecting flights (Please note both o[censored]s have the exact same itinerary):
Mumbai - chennai: 22nd december, departure 7:30 pm: indigo airlines 6e 675
Chennai - mumbai: 23rd december, departure: 12:05 am: spice jet

What happened (The events below are stated for both mine and my friends situation as i was talking for both)
22nd december: 1:06 pm
The mumbai chennai flight got cancelled and i received a message from the airlines that the flight has been cancelled. Please note no prior intimation was given for this.

22nd december: 1:32 pm
After contacting goibibo customer service, (Service request id:[protected] the customer care executive registered my complaint and scheduled a call within 15 minutes to resolve my situation. Please note that this was after approximately 15 minutes of waiting where the customer care executive was not even aware that the flight has been cancelled.

22nd december: 1:58 pm
The customer care executive calls me back and gives me 2 options:
Option 1 - cancel the mumbai chennai leg with full refund guarantee.
Option 2 - cancel the mumbai chennai and the chennai colombo leg with full refund as per policy and alignment with his supervisor.

Harassment: despite requesting for an alternate flight. No effort was made by the executive to try and resolve my situation. Please note that this was outrageous and led to severe stress and trauma.

22nd december: 2:15 pm
The customer care executive then tells me that he can only cancel the domestic leg and i will need to cancel the international leg on another hotline. On asking what the total refund amount would be he said he can only give me an answer for the domestic leg.

Harassment: all alternate flight options meant i would need to pay an extra 20, 000 inr. Without the clarity on total refund amount i could not choose what to do next. You executive instead of helping me redirected me to another hotline, which meant it took more time to get clarity and the fares increased further. At this point i was close to a nervous breakdown due to the severe nature of harassment and breach of trust.

22nd december: 3:00 pm - 4:00 pm (Approximately)
I talk to the international customer care (Service request id[protected] and they tell me that i am eligible for a full refund. On requesting the amount, the executive asked me to cancel my domestic leg first and in the meanwhile she will initiate the cancellation proceedings with spice jet and call me back.

Harassment: i was forced to again call the domestic leg! Despite being on call for over a hour and a half. I told the executive how harassed i was feeling but no response.

I then called the domestic service executive again - who again went through the entire process, i. E. First the executive told me that she is not aware that the flight is cancelled, then she spoke to the supervisor and then agreed to cancel my ticket.

Post this i received a call from the international leg customer care executive and she told me that the flight has been cancelled and refund will be initiated. She took the cancellation otp from me to finalize the cancellation.

Final harassment, cheating and trauma - i received a message from go ibibo that i am getting 0 refund for my chennai colombo flight. This is despite the commitment given by your executives and a me paying a premium of a connection guarantee. Not to mention the last-minute ticket booking for an alternate flight which costed me an additional inr 25, 000 per head and a total amount of approximately inr 50, 000 for the 2-affected people.

Currently i am in severe mental trauma because of this and need your help to get this query resolved.