I made a flight booking on 3 November, 2020 from Bengaluru Airport to Kolkata Airport scheduled on 21 November, 2020 through Goibibo. I did the payment through UPI (PhonePe). The amount got paid successfully through PhonePe, I also received the transaction ID and confirmation from PhonePe that the amount has been credited to Goibibo.
Post payment, I did not receive any confirmation of my flight from Goibibo. No message/mail has been provided to me for confirmation of my ticket. Moreover, no Booking ID/PNR has been given and the Goibibo App/Website shows no record of my booking in the "Your Trips"/"Upcoming Trips" section.
When I tried to raise a complaint, there was no appropriate solution provided to me. The customer care number given on the website doesn't connect me to talk to an executive. The in-app chat support Gia repeatedly asks me for the Booking ID (which I have not been provided) and keeps repeating itself with no resolution on loop. Even after providing the screenshot of payment been made for the booking, the chat support Gia gets stuck on typing.
The email id [protected]@goibibo.com has stopped working and i get a failed email delivery notification and asks me to consult the in-app support which doesn't provide any help.
I would like to lodge a complaint against Goibibo for not resolving the above stated issue of payment being made for the flight but no confirmation and would like a full refund of the payment being made to Goibibo.
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I have taken a screen shoot and talked with your customer support expert and send him a screen shoot of the same. He told me to wait till morning and assured me of the ticket. I called me in the morning and the lady customer care officer informed me that I will get a resolution within evening and in the evening, when I called the lady customer care officer told me that she can only provide full refund to me and initiated full refund instead of issuing the ticket.
I have then purchased another ticket for 64.5 K.
I am attaching the screen shoot, the new ticket for your easy reference.
Now my question is...
1. How could you not pay for the ticket after collecting the full aount from me... what short of business practice is this?
2. If the ticket was not confirmed, why haven't you informed me and refunded me my money?
3. Why haven't you issued the ticket after I bring the same into your notice
4. How are you going to pay me the additional amount that I have paid for the new ticket?
5. What compensation are you going to provide me for my suffering?
6. Why legal proceedings should not be initiated against you for this short of malpractices adopted by you?
7. What was the situation would have been if the passenger was denied boarding on the date of journey as there was no confirmed ticket after paying the full amount?
8. Why I have not received the original payment even after 14 days of refund? Why are you not providing me the transaction reference number of the refund? When can I expect the fare difference?
I need a reply to all my questions and if I do not get any reply... i will proceed for legal proceedings against you.
Regards.
Puspendu Samanta