Ibibo Group / Goibibo — 2 flight tickets purchased in 2020 not refunded yet (covid outbreak time)

Dear GoIbibo Support Team,

I am writing to express my continued frustration regarding the unresolved issue of my flight tickets purchased in January and February 2020. As mentioned in my previous emails, I booked two tickets through your platform for travel during June and September 2020:

Riga to Chennai in June 2020
Chennai to Riga in September 2020
Unfortunately, due to the COVID-19 outbreak, I was unable to travel on these flights. Since then, I have been persistently attempting to resolve this matter, but to no avail. My repeated requests for a refund have been largely ignored or met with unsatisfactory responses. I am now in a financial crisis and need to repay my aunt, whose credit card was used for these bookings.

I have explicitly informed your team multiple times that I am currently living in Finland for my higher studies, and that I was available in India only until August 2024. Despite this, your team has continued to call my Indian mobile number, which is no longer valid, and have used this as an excuse for not being able to reach me. This is unacceptable and demonstrates a complete lack of attention to the details I have provided.

To clarify, I have repeatedly requested that all communications be directed to my aunt, Mrs. Julie Mercy Jayapal, who is available on her Indian mobile number: +91 [protected]. I do not understand why this instruction is being ignored.

In my most recent communication with your team, I was informed that the airlines had refunded the ticket amounts to GoIbibo. However, despite this confirmation from the airline, I have yet to receive any resolution from your end. The email I received last evening stated that the airlines did not return the money, which contradicts the information I received from the airlines themselves.

I would like to remind you of the following:

My aunt was in contact with Ms. Sruthi from your team on October 10th, 2024, who assured her that the matter would be escalated and taken seriously.
Despite this assurance, I have received no meaningful follow-up or resolution.
I have communicated repeatedly about my unavailability in India, yet your team has continued to contact me on my outdated Indian number, causing further delays.
This delay of over 4 years is both frustrating and unacceptable. I am requesting that you take immediate action to process my refund, which I am entitled to, as per the information received from the airlines.

Please treat this as my final request. If I do not receive a satisfactory response or resolution within the next 7 days, I will be forced to pursue legal action to claim the refund.

Attached are the relevant flight tickets for your reference.

Thank you for your immediate attention to this matter.

Sincerely,
Shelcia Carolyn Samuvel

CC: Ms. Julie Mercy Jayapal (Aunt)

Phone: +91 [protected]