[Resolved]  Ibibo Group / Goibibo — pathetic service and refund process

I have had the worst customer experience of my life.. Thanks to goibibo.

I had to travel in emergency as my father was in icu. I had booked flight which was upcoming and i could not travel due to the situation i was in. I tried cancelling the ticket via goibibo interface but it got errored out. Tried calling them, but they pit me on hold for 8 minutes without any associate taking up tge call. Tried even requesting help via app but that too threw error page.

Finally i had to call up airline directly to cancel it. This happened on 6th of june. I checked with airlines for the refund yesterday and they informed that it was immediately refunded to goibibo.
The fun starts here...
When i dropped a mail to goibibo, they came back to me saying that they are not aware of cancellation.

My first question... When you guys get a refund, dont you guys enquire as to the refund is against which booking or you guys just digest ot right away without any conscious?

Then i was informed that whatever amouny airlines refunded, they would be deducting inr 250 from it as goibibo charges.

My second question...
These charges are for the service you provide. When you guys were of no help other than frustrating me, why do you want these charges for? Its not about the amount.in 250 bucks, i wont get poor, neither will you guys get rich (Until you guys do it with millions o[censored]sers as your bread and butter). But how do you justify the charges???

You guys were so lazy that you didn't bother to inquire as to against what booking did the refund came to you guys. After more than 15 days, i had to reach out to you and inform you.

Are you guys just sitting behind some desk and gobbling everyone's money without actually working??

The associate who i spoke to also couldn't justify the charges..
All she had for me was 'i understand sir, but these charges are automatically deducted and we cannot do anything as its policy'

In addition, when i told the associate that i would be putting this in grievance and social network, she was leat bothered.. It felt like its a daily chore for you guys to con people.

I wonder, if someone isn't as techie us (Like a retired/old person) and doesn't know how to reach out to you guys, you guys would eat up his/her hard earned money and wont even burp or regret.