Complaint Details

Status	:	Closed
Complaint No	:	0002635/2012
Category	:	Travel
Date	:	07-12-2012
Subject Line	:	bus ticket cancellation amount not refunded
Complainant	:	AMARJYOT SINGH
Address	:	6-A PARAS SOCIETY
Complainee	:	goibibo
Address	:

Complaint Details
I had booked a bus ticket on 24th nov 2012 in morning 9 o’clock at www.goibibo.com the date of travel was 26th November departure time was 23:40. The actual fare was 500 rs. But goibibo gave me a discount of 100 rs. So I paid the rest of the amount i.e. 400 Rs. The bus was from ahmedabad to Jamnagar due to unavoidable circumstances I had to cancel my ticket, I had cancelled the ticket on 24th nov 2012 at evening 19:08 hrs, but to my surprise the amount of deduction was 50% of the amount I paid the cancellation policy said that if ticket is cancelled 48 hrs prior to bus departure the 15% of the amount would be deducted as cancellation charges.

Their cancellation policy had the following cancellation charges

Time Before Departure Cancellation Charges
Within 6 hours 100%
From 6 hours to 1 day 60%
From 1 day to 2 days 50%
Before 2 days 15%
Note : Partial Cancellation not allowed.
So I gave a mail to goibibo that the cancellation charges that are deducted are wrong and 15% of the total fare should be deducted as cancellation charges and also I called up goibibo customer care and said that the charges deducted are wrong nobody was willing to accept, then I confirmed the date of journey in their system, they said that the DOJ was 26th nov at 12:05 hrs, but actually my DOJ was 26th nov 23:40 hrs and not 12:05 hrs. I had a long conversation of 37 mins and 51 secs with Mr. SANDEEP KUMAR the customer care executive, he too agreed with the point that there is a fault in the system and the cancellation amount should be 15% because the ticket is cancelled before 48hrs. the next day (i.e on 25th nov)I got the following reply from goibibo

We would like to inform you that the cancellation penalty of 50% is always levied on the total fare@500, the refund amount of this ticket is 250 whereas discount which has already been given to you will not be refunded again@100,

Kindly find the break up below-

Total amount refunded by vendor- 250/-(amount deducted 50% of 500 Rs.)
discount given to you-100/-
Refund after discount-150/-
after receiving the above mentioned reply I again called up goibibo and asked for Mr. Sandeep Kumar, everytime I had called goibibo a new executive was there and nobody was willing to transfer the called to Mr. Sandeep Kumar either he was no available on the floor everytime I called or he was busy with some other calls so each and every time I left a message with the customer care executive( the names are BAVANA KHURANA, SUGANDHA, KHUS,BHUVAN, VIVKEK SHARMA) to let know Mr. Sandeep kumar that I had called him up and he should give me a call back.

To the courtesy of Mr. Sandeep Kumar he never called me back, the next day(26th nov) I called up the call center again and this time I shouted on the executive so he transferred the call to Mr. Sandeep Kumar and sandeep kumar apologized for the inconvenience caused to me and said that he has escalated the matter to his senior and I would take around 24 to 48 hrs to get resolved and said me that he would give me a call once the matter is resolved so I waited till that time but I didn’t hear from Mr. Sandeep kumar.
So I called up the callcenter on(28th nov) to get the status of my complaint, again Mr. Sandeep Kumar was not available on the floor I had to shout on the executive and then the call was transferred to mr. Sandeep Kumar, this time Mr. Sandeep Kumar said that he had escalated the matter to their seinor but he was not getting support from them as they were not agreeing to his point. So I said Mr. Sandeep to kindly let me talk to his senior(the floor incharge).

To his courtesy he transferred the called to MR. TUSHAR TIWARI who I told was the floor manager and I had to explain him the whole story again, Mr. Tushar Tiwari had agreed on my point and said that he would personally look into the matter, I told him to provide me a single point of contact no. of himself he said that he can’t provide the same to me, so I said him to provide me his official mail id to communicate the matter with him coz everytime I call up the call center I have to explain the whole story to the customer care executive or either shout at him then only the call was transferred to Mr. Tushar tiwari, to the courtesy of Mr. Tushar he said that he can’t provide me his official mail id and said that he would give me a call back within 2 hrs.

I got a call from goibibo after 2 hrs but this time it was not Mr. Tushar Tiwari it was Mr. Jitendar from their backend team, again I had to explain the whole story to him he too agreed with me and said that he needs to check the system again and would get back to me within 48 hrs, he disconnected the call and I never heard from him again.
I waited till 4th dec thinking that my problem would get sorted out, so I called up the call center on 5th of dec to know the status of my refund, this time again Mr. Tushar tiwari was not available on the floor I had to shout on the executive and then the call was transferred to Mr. Tushar Tiwari, this time Mr. Tushar gave me the reply that the cancellation charges deducted by the website are correct I had to explain him simple mathematics like we do to kids.

I said to him that what was the time of departure of the bus he said that it is 26th nov 23:40 hrs I said to back calculate 48 hrs from that time, so like we do to kids, I told him to calculate 24hrs back from 26th nov 23:50, he said it would be 25th nov 23:40 again I made him calculate 24hrs back from 25th nov 23:40 he said it is 24th nov 23:40 and then I asked him when my ticket was cancelled he said that it was cancelled on 24th nov 19:00 hrs, so I asked him whether my ticket was cancelled 48 hrs prior to bus departure or not he said YES it was cancelled prior to 48 hrs, so I said that why have you deducted 50% of the fare amount as cancellation charges then he understood that his system was wrong and I was correct and then he accepted his fault and said that he would look into the matter.

After 1 hr I got a call from Ms. Karishma saying that there was a fault in their system and they would refund my money of Rs. 200, but I told them you would give me my refund back + you would give me compensation for the mental harassment that you have caused me explaining the same story again and again to each and every executive plus the compensation for the calls that I have made to goibibo each and every time I called goibibo the call duration was more than 30 mins.

Please look into the matter and get me my refund + compensation for the inconvenience caused to me.

Thanks & regards,
Amarjyot singh
08469285285/09687697012

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