Ibibo Group / Goibibo — booking tickets with goibibo - be aware international travellers while booking tickets

Address:	Gurgaon, Haryana
Website:	www.goibibo.com

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Dear friends, travelling abroad, booking tickets with goibibo be aware!!!

My name is vikram, i booked airline ticket with goibibo on 8th april 2018. Below are the details of the flights:
Air india flight-ahmedabad to newark, usa, date & time: 23.04.2018, 04.55, pnr no. Jn3v1,
Flight no. Ai171, goibibo booking id: amdn2fylk cost: ₹41, 948

After booking tickets, i changed my mind and decided to travel on different date and booked direct flight with united airlines. Immediately on 9th april 2018, i initiated online cancellation request through goibibo website. Before request, i read goibibo cancellation policies, terms and conditions. And then after cancellation, i called goibibo about the refund and payment process. Customer executive informed me that they received cancellation request and suggested to discuss payment refund and card policies with bank for better clarity.
After few days i noticed that, i have received email form goibibo saying your tickets were not cancelled, and you need to confirm the cancellation process by accepting cancellation charges written in the email. That email was mentioning high cancellation charges and taxes. Until i notice that email, my tickets were already showing 'no show' category of airline.
Goibibo told me that i did not give any email confirmation (Which was not required) neither was i reachable on phone.
For 'no show' category goibibo penalized me below charges
Airline's fee: inr 15000/- per passenger
No-show fee: inr 12000/- per passenger
Refund & admin fee: inr 300/- per passenger
Govt. Tax: inr 1365/- (05% of the total penalty) per passenger.
Goibibo service fee: inr 649/- per passenegr.
Convenience fee: inr 599/- per passenegr.
Total cancellation fee: inr 29913/- per passenger.
Now the reality is:
Cancellation process was a one click process as per their website. They asked the confirmation of the cancellation process at the time of clicking confirm cancel button. It was clear indication to confirm cancellation of your ticket. But the fact is goibibo did not cancelled the ticket and kept it open and now they are arguing with me giving the reason that i did not given confirmation to their email.
There is no need to send any email if i know, i am cancelling the ticket through web application, i am following your all steps you are asking me about confirmation of cancellation on web application.
Its almost 2 months over, i am calling them about my refund, every time they explain me new process, i had given entire demo of cancellation process which was mentioned on their own website. Website itself is asking confirmation, then why they need email confirmation? I cancelled my ticket prior to any delay. They understand their mistake, but not ready for refund. Every agent/customer executive is tranied in way that they should convince the customer that this our policy. Then i told manager, senior manager to read the cancellation procedure loudly, they read it and then hangup phone, disconnected phone calls. Then i understood they are trained purposefully to set the email trap.

Please notice, the big scam that goibibo is doing, there is simple cancellation process given on website. They ask stepwise all information needed to cancel the air ticket. Twist is they have few contradictory statements which are not self-explanatory. E. G. Depends on airline to airline and depends on the situation. Now what they do is, they send cancellation email with higher price to customer including goibibo fees and taxes. But at actual they must follow the cancellation policy of airline.in my case i cancelled the ticket very next day of booking, so it should be considered normal cancellation. Cancellation charges based on slabs like before 72 hrs, 72 hrs-48 hrs, 48 hr-24hrs etc. Air india cancellation policy is fair and mentioned on their website. Air india offer 100% refund on cancellation of ticket booked 7 days prior to departure through their website or office. Then why goibibo is getting 15k-19k cancellation fee for normal cancellation.

Based on cyber law policy i can claim my refund.

I don't want to stop here, i am filing fir or court enquiry against them to conduct audit for last 3 years to identify, how many cancellations has been done? How much money they raised through cancellation process? How much money they returned to the airline for cancellation? Are there cancellation process are adhering to the standards of industry.

I am attaching the document of goibibo which explaining cancellation process on web. You will notice the confirm cancellation button in last slide.

I request all passanger travelling abroad with goibio, please ensure that you read policy and refund process.

Goibibo purposfully keep the passangers cancellation process under the validation. They just try to catch busy fish who dont care about 15-20k. The person may be in hurry or lazy attitude can loose your handsome/fat money.

They have two cancellation policy. One has complete web process of cancellation (Please see the bellow link) but they dont use web based process. They just try to catch you in their email based cancellation process.

Shortly i am coming with all the necesary information, call records and conversation with consumer affair portal govt india. Then you will come to know that why they use email cancelation process against standard web cancallation process.

https://www.goibibo.com/flight/searchticket/?action=cancel

Soon i will be posting the call records for last 3 months, the reply they given to government about the refund.