It is such a painful process working with Goibibo. I wish I looked for those horrible customer experiences online before booking tickets on Goibibo. What a cheap customer support, what a cheap explanations. You need LOT OF PATIENCE to work with these guys .. LOT means A LOT. At one point, you will definitely end up thinking like forget about the money you paid for tickets, leave dealing with these guys and that at least gives you peace of mind. 100 of emails, 100 of phone calls (it's more pain as I have call them from international), repeated explanation and finally you will deal with some irresponsible customer care. The most disgusting thing is, the explanation and reasons provided by each customer care representative misleads and confuses a lot. From my experience what I feel is, the customer care support is not really trained well.
Wed, Apr 17, 2019 I booked the tickets for my parents and in-laws (4 Tickets) and due to medical issues, I requested for cancellation of 2 tickets (My parents) within a week. Submitted all the medical certificates requested by them and from thereafter I had to call them everyday to check the status on cancellation. Finally after terrible arguments, May 2nd they cancelled tickets and there after a new battle started for refund.
One of the customer care person tried to bluff me by giving stupid reasons. He said he tried calling Airlines for refund status and he was put on hold for 90 minutes. When I called Airlines the response time and support is exceptional.
Days, Weeks, Months will pass on but these guys will give you the same response (copy/paste update).
I am still waiting for my refund .. and after more than a month battle, today I got a new update saying, they are working with Airlines and it could take 30-45 working days for some validation from Airlines.
Friends, please be careful with travel agents like Goibibo. You may go with these guys when you decided that you will not cancel the tickets or deal with customer care or don't bother about refund.
Ibibo Group / Goibibo customer support has been notified about the posted complaint.
Verified Support
May 23, 2019
Ibibo Group / Goibibo Customer Care's response Dear Rajk Patnaik,
Greetings from Goibibo.com
At the outset, we sincerely apologize for the unpleasant instance.
We are concerned to note your reported incident and request you to view this incident as circumstantial and unintentional.
In reference to your concern, we tried to pull up your booking details with the information you shared, however, we could not find the booking id/transaction details you are referring to.
Please be advised that Goibibo has dedicated customer support line 24*7 on the contact numbers shared below, OR write to us at Goibibo 24/7 (please log on to www.goibibo.com/support), OR CHAT support option is available under the "HELP" section on Goibibo mobile APP:
Within India:[protected] /[protected], Calling From Abroad: +91-[protected].
You may connect with Goibibo anytime to assist you further.
Further, we request you to share the BOOKING ID/Payment ID along with e-mail address and contact number used at the time of booking, to check the details.
Awaiting your response.
Assuring you best of our services.
Regards,
Team Goibibo
May 27, 2019
Updated by Rajk Patnaik Dear Goibibo,
Reference Ticket#:[protected] Got an email today saying the issue is resolved so closing the ticket.
Booking ID: TUAZRVV2I
Another advice, I provided my mobile number with country code (USA) and clearly mentioned many times that I am calling from Skype App for international calls, so do not call back to that skype number and try calling to my mobile number if they want to reach me. The customer care calls back to that skype number and I get an email saying "we are trying to reach you but not able to" ... some/few customer care representatives are good that they call to my mobile number but it's again they call me during midnight or early morning hours (02:00 - 03:00 AM)...
Thanks
Verified Support
Jun 04, 2019
Ibibo Group / Goibibo Customer Care's response Dear Dear Rajk Patnaik,
Greetings from Goibibo.com
This mail is in reference to your booking id: GOFLIb1e5c[protected].
As per the revert shared by the concerned team, received the confirmation from the airline that passenger will get the refund after validation which may take 30-45 working days.
Once validation is done from the airlines, then only refund can be initiated.
Kindly note:- We will be able to transact your refund only after receipt and/or confirmation of refund from the airline.
To check the refund update or for any clarification, please revert on the Ticket #27560006.
Assuring you best of our services.
Regards,
Team-Goibibo
Jun 05, 2019
Updated by Rajk Patnaik Hello Goibibo,
I would like to use "Consumer Complaints" instead of internal Goibibo ticket for multiple reasons, first thing my experience with Goibibo customer care is really painful and the second reason, I want other Customers to know how it is working with Goibibo, good or bad.
Coming to the point, today I got a response from Goibibo customer care, saying:
"This is in regards of your (Concern) under booking id (TUAZRVV2I). we have revert from airline and they has denied for medical waver so your refund will be process as per fare rule cancellation policy.
We tried to get in touch with you for the same . However, no response received from your end."
- First of all, I did not get any call from Goibibo customer care. May be they tried some different number.
- I called back Goibibo customer care and he told Airlines refund policy is only in case of traveler's death and I was asked to reach airlines for further assistance.
- I reached Airlines by Twitter and here is their prompt and humble response.
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@British Airways, it is really surprising you deny refund on medical waiver. Is it because of booking from travel agent or same rules apply when booking from BA.com ?
Hi Rajesh, if you're unable to travel due to illness we will put your booking on hold. You can use the value of your ticket to purchase a new one when you are well enough to travel. We do not offer refunds. Helen
Hello Helen, good to see your prompt response. It’s actually for my parents who cannot travel due to medical issues. I did submit the medical reports to BA. Is there an option of getting BA voucher as a refund so we can use in future ?
Hi Rajesh, you'll need to have your travel agent contact their British Airways support team. They should be able to offer the agent some advice. We don't give a voucher but you can use the value of the ticket as a credit within the ticket validity. Jools
Thank you Jools, let me ask my Travel agent to call BA support team and work on that. Value of ticket as a credit for future use should work. Thanks
No problem, and good luck. Jools
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@Goibibo, could you please call BA and work on getting value of the ticket as a credit so I can use it for future travel?
Thanks
Jun 07, 2019
Updated by Rajk Patnaik @Goibibo, I got a message again with same copy/paste information "British Airways they do not provide medical waiver also ticket is non refundable" Did I ask for Refund or Value for Ticket as credit?
Please try to understand customer concerns correctly. BA confirmed they don't refund but they did confirm they provide value of ticket as credit to use in future. So please try for it and not for refund.
@Consumer Complaints Admin, can you please review this case? appreciate your help here.
Thanks
