Ibibo Group / Goibibo — goibibo pathetic cab and customer care service

Address:

Pune, Maharashtra

I booked a cab on goibibo app from chhatrapati shivaji international airport mumbai to pune on 7th jan’2018. My goibibo booking pnr carpif8an0pvckx. The cab departure time was 4:30am from the airport. I received a call from cab drive at 2:00am informing me that he will reach airport at 4:00am. At 4am i received another call from the driver (Shubham) from a different number and he said that he will be late by 10mins but will be there by 4:40am. I waited for 30mins outside the airport till the cab arrived at 5:00am. I called the cab driver again to confirm if he has arrived, when i realized that the cab detailed (Cab number, driver name, and number) i had received are not matching with the cab that has arrived. I refused to board the cab keeping in mind my safety concerns and called goibibo customer care number to understand what was happening. Nitin from customer care service confirmed that the driver who was booked earlier to pick me up from the airport had declined the trip and hence a new driver was assigned to me without informing me. I was surprised at this because i didn’t receive any call, sms, email or update on the goibibo app in regard to this change. I was highly disappointed and annoyed at this because the customer care absolutely denied to help me by saying we cannot update the cab detailed on your goibibo app since the system does not allow for it. My question was then how the hell will i know that my cab has changed, and a new cab is allotted if you are not going to sms, email, or update the same on the app, then what’s the point in having one. After all the arguments, i boarded the cab post receiving the email from goibibo at 5:28am with new cab details. Since the call went on for 40mins, the cab driver had to wait at airport parking for which he was charged a parking ticket of rs.220 (110 for every 30mins) which he later handed over to me to pay back to him. It wasn’t my mistake that he had to wait at parking since i couldn’t board a cab for which i have not received any information and even the customer care was not helpful. I refused to pay it back. As if all of this was not sufficient, when i reached pune the cab driver asked me to pay him parking ticket along with money for 8kms extra ride. I was amazed at this coz i had entered end to end destination on goibibo app and made the full payment (Rs.1742) in advance online for 145kms. The driver had to wait at parking coz of the mistake from goibibo’s end, he had to stop for his morning tea in between the trip and his car tank was not full so we had to go to a petrol pump, considering all of these events if the kms on this car went up, again it wasn’t my mistake. I conveyed this to goibibo customer care when the agent on the call said that he can’t help it and i have to pay for the parking ticket and extra kms. I refused to pay for anything since i had already made the payment online and it was their mistake for which there were not apologetic at all.