Ibibo Group / Goibibo — [#29137105] dom flights - cancellation - wrong cancellation - ng8s4ul8s

[email protected]

from Hyderabad, Telangana

Address:

Hyderabad, Telangana, 500046

I have booked a flight ticket through goibibo.com to travel from kannur to hyderabad (Goair pnr s4ul8s & goibibo ref ng8s4ul8s) on 6th aug 2019 under the cancellation protection scheme. As per the cancellation protection the ticket needs to be cancelled 25 hrs prior to the departure of the flight. On 5th aug 2019 at 12.30 am onward i tried to cancel the ticket, however, the website was not allowing me to login using my email and password due to some technical problem from goibibo side, which was later confirmed by them. After number of attempts, it suggested to login using mobile number and otp. I have logged in using this method and tried to cancel the ticket. Again, the otp was sent for cancellation but no option was available on the webpage to enter the otp. After number of attempts i tried to reset the password. But still i could not login. After number of failed attempts, i stopped. Next again i started attempting the cancellation, i made number of phone calls to goibibo and goair but only ivr was connecting. After number of attempts, i received a link which forced me to install the goibibo app and forced to cancel through the app.
Efforts were made to cancel the ticket, but some technical issue in goibibo website prevented my login into the account and subsequent cancellation.

Since this happened because of technical failure of goibibo, i want goibibo to refund the fare under the cancellation protection scheme.
Regards
Anuj a v

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Ibibo Group / Goibibo customer support has been notified about the posted complaint.

Verified Support

Sep 10, 2019

Ibibo Group / Goibibo Customer Care's response Hi Anuj

Greetings from Goibibo.

This is Regards to Booking ID: NG8S4UL8S

At the Outset we regret for the inconvenience caused.

Kindly be apprised that we have gone through entire case history and as we have checked the concern is for the refund for the cancellation of the booking.

We would like to inform that as the booking was been cancelled and the user have taken the cancellation protection however it was been cancelled within the 25 hours of the departure time so the normal cancellation charges are been applied and the cancellation protection policy was not been applied as cancelled within 25 hours.

We regret for the inconvenience caused.

As per the technical team we are not at fault and the refund will not be possible.

No further exception can be approved.

We are closing the case and that will be final closure from our end.

Regards,
Team- GoIbibo Care

Sep 15, 2019

Updated by [email protected] I had to send the same email 18 times from three different email addresses to be able to be received by goibibo. I use a gmail account and this must be problem with google, not with goibibo. Though I was regularly using the mail ids to send and receive mails. So accept that you have a technical problem instead of sending wrong mails/messages/posts.

Anuj