Ibibo Group / Goibibo — Request for refund & reimbursement of tickets &additional travel expenses alliance air flight 9i638

I am writing to formally raise a grievance regarding a flight booking made through your platform for Alliance Air Flight 9I638 (PNR: R84ZMB), scheduled on 19th July 2025 from Bathinda to New Delhi. The booking ID associated with this reservation is GOFLDSTAFN[protected], and it was made for two passengers – Ruchi Kalra and Tamanna Kalra.

Background & Timeline of Events

The original flight was rescheduled by 2 hours, a fact that would have caused me to miss my connecting flight (Flight SG-709 from New Delhi to Mumbai, PNR: LFR5FQ).
Upon contacting Alliance Air, I was explicitly informed that due to the schedule change, I was entitled to a full refund in accordance with airline policy.
With my consent, the airline cancelled the booking and assured me that the refund would be routed through Goibibo, the platform through which the tickets were booked.
Subsequently, Goibibo acknowledged the refund request (Ref: message received on 19th July 2025) stating that verification would be completed within 14 days.
However, on the next day, I received a contradictory message from Goibibo stating that no refund is applicable, which is clearly inconsistent with the prior confirmation from Alliance Air and the applicable regulations.
Legal Position & Entitlement

As per the Civil Aviation Requirement (CAR), Section 3 – Air Transport, Series M, Part IV, issued by the Directorate General of Civil Aviation (DGCA), if a flight is delayed by more than 2 hours, passengers are entitled to either:

A full refund without any cancellation charges, or
An alternative flight at no additional cost.
This regulation applies particularly where the delay results in a missed connection, as in my case.

Additionally, the Consumer Protection Act, 2019, mandates that service providers are liable for deficiency in service and consumers are entitled to compensation for the financial loss caused due to such negligence.

Reference Judgements:

1.Jet Airways v. Vandana Goel (NCDRC) – It was held that a passenger was entitled to a refund and additional compensation for expenses incurred due to flight delay and mismanagement.

2.Balbir Singh v. Indigo Airlines (Consumer Forum Delhi) – Compensation was awarded for not only ticket refund but also expenses borne by the passenger in arranging alternative transport due to the airline’s delay.

You are well aware that purchase of any Protection plans is not required to invoke these rights — these are basic passenger rights under Indian law. A protection plan might add extra compensation or ease processing, but it does not remove or limit my statutory rights.

Claim for Reimbursement of Additional Expenses:

Due to the sudden delay and subsequent cancellation, I had to arrange alternative transportation from Bathinda to Delhi via train, incurring further out-of-pocket expenses. The relevant travel details are:

Train No.: 12482 / Intercity Express
PNR: [protected]
Date of Journey:[protected]
Class: CC / Coach C1 / Seat Nos: 76 & 77
Fare Paid: ₹1, 000 + ₹23.60 convenience and payment gateway charges

Request for Immediate Action:
Alliance Air has already confirmed that they have refunded the tickets so Goibibo must reimburse the same.
I also request Goibibo to reimburse ₹1, 023.60 towards the documented cost of alternative travel, failing which I will be constrained to pursue the matter before the Consumer Disputes Redressal Commission. I hope Goibibo takes this matter with the seriousness it warrants and processes both the refund and reimbursement without further delay.
Regards
Ruchi Kalra