Ibibo Group / Goibibo — refund not issued for cancellation due to covid lockdown

Aug 12, 2020

I need to put my complaint on this forum as i am not getting refund of the flight ticket i cancelled at the start of covid lockdown. It has been 5 months now.
I had booked flight ticket for my mother - mrs. Sushila vashishta (Booking pnr - jpp4sx), klm flight departure march 26, 2020 (Mumbai-toronto) and return flight (Toronto - mumbai) sept 14, 2020.
As the govt announced lockdown and flight suspensions, i contacted goibibo customer care and cancelled the tickets on march 20, 2020. I was told by goibibo representative that it will take 2-4 weeks to get the refund.
I followed up again on april 3 with customer care - they replied - "we have initiated the full refund against your booking and the same is under the validation from the airlines once the validation is complete refund will be released will be reflected in your account through the same mode of the payment."... Email attached for reference
As i didnt receive the refund, we sent an email again to goibibo on may 27, but this time got automated reply saying that goibibo email id is now non-operational.
We tried contacting their customer care number multiple times but it doesn't connect. Also tried their online goibibo support, it is of no use as it is an automated chatbot and does not provide update.
Then i wrote on their facebook page asking for the refund;i only got the same standard reply/excuse - "we are yet to receive a confirmation from the airline regarding refund against cancellation of your booking. Once we receive the confirmation, the applicable amount will be processed automatically to you."
I even tried contacting klm airlines directly, but they replied that if the tickets were booked through travel agent (Goibibo) then i need to contact goibibo regarding refund.
It is really annoying to followup over and over again to get the refund of our hard earned money. It has been 5 months now.
Response from goibibo has been very poor.
I would like to seek intervention of the senior authority managing this consumer complaints forum to kindly intervene and tell goibibo to process and credit the refund money on immediate basis.

All correspondences with goibibo is attached with this complaint.
Booking id - jpp4sx
Booked on goibibo.com
Flight name - klm airlines
Passenger name - mrs. Sushila vashishta
Flight payment details: credit card payment by vaibhav vashishta

Requesting immediate resolution to this issue and refund of my money.

Thanks,
Vaibhav vashishta