Ibibo Group / Goibibo — Refund against flight ticket

Address:

5th Floor, Good Earth City Centre. Sector-50, Gurgaon-122018. Haryana

My booking - PNR-YSZYJR dated 27.12.2020 for Delhi to Cochin by Air Asia flight I5-791 has rescheduled or cancelled as per SMS received from AirAsia on 13.11.2020. I have forwarded this SMS to goibibo customer care. It is clearly written in the SMS that flight number I5-791 changed to I5-968 due to operational reason and the new departure time is 5.30 pm. (It means rescheduled beyond 12 hours and eligible for full refund). Same day I tweeted to Goibibo that to refund the entire amount as I do not want to travel at 5.30 pm. I also sent e-mail on 14.11.2020 for refund. I also contacted customer care of AirAsia to know the status of flight. They said that the flight number changed and new departing time is 5.30 pm. I requested to them to refund and in reply they said that the entire amount can be credited to Credit Shell valid for 730 days. I asked them to refund the money. Since the ticket is booked through Goibibo, they said to contact goibibo. Since 13.11.2020, I am writing to goibibo to refund the amount. Nobody is attending the mail/tweets. Every time they sent a link in reply to tweets. When i tried to contact customer care through phone, only recorded messaged is played and disconnected the line. No human being is there to attend the call. After two weeks, they are saying that the flight I5-968 is operating and new departure time is 5.20 am with a delay of 25 minutes. It means the Airlines has again changed the flight time from 5.30 pm to 5.20 am. Since I do not want to travel at 5.30 pm, I have booked another ticket on Vistara. hThey have not taken any action to my e-mail/tweet dated 13.11.2020 and not refunded the amount. So, if any loss is caused due to lack of services on the part part of goibibo, they alone are responsible and customer is not responsible for that. Even today the booking is live. I need entire amount as refund.