Goibibo - Deficiency in Service

This has with reference to my Booking ID CARPAF*XUA*FNW* .

I had stared my journey on **/**/** at *:** AM. During the onward journey to Mussorie the driver asked me to pay highway toll charges. I told him that toll charges are included in my booking and also showed him the same in goibibo app. But he insisted that toll charges are to be paid by client only so i paid them.

Next day i again checked up with goibibo customer care and they had confirmed that toll charges are included in my booking amount and it has be paid by driver only.

While returning from Mussorie on **/**/**, the driver again asked me to pay the toll charges. When i refused than he called his goibibo agent named Mr Pulkit, who said that for round trips booking toll charges are on client account. I finally paid the toll charges while returning also.

After reaching home on **/**/** at *:**pm, driver asked me to pay additional Rs **** for * days of night charges. I said that as per my understanding one night charges of RS*** (as i had traveled during **pm to * am only on **/**/**) was only payable. I also called up goibibo customer care in front of driver and customer care representative also said that only Rs *** will be payable. But the driver refused to accept and called his owner Mr Dinesh Sirohi who threatened me that Rs **** i had to pay as night charges, as they are from *pm to *am for * nights. As i refused to pay he asked me to wait as he want to take his goibibo agent named Mr Pulkit on line. I waited for half an hour but he had not turned up. Meanwhile, i again called up goibibo customer care about driver asking me to pay Rs ****. The customer care representative Mr Ankit asked me to pay whatever Rs **** driver was asking and assured to settle any disputes afterwards with goibibo. I also raised the issue of toll charges with him for which he replied toll charges are to be borne by client.
When i refuted the same stating that toll charges had been included in my booking already. Mr Ankit said that in case of only one way journey toll charges are to be paid by driver and there no such provision for round trip journey. When i insisted *-* time then he asked me to send the screenshot of the same. I asked him that i will send the screen shot later and request him to call the owner of car Mr Dinesh for resolving the matter. I waited for half an hour and afterwards i asked the driver that i can only pay you Rs *** of one night due amount. Finally driver agrees and went after taking Rs *** from me. After this episode was over i had received call from Mr Ankit asking me to pay RS *** only. I replied that i had already paid and he has gone.

It is clearly evident from above episode that even your executives are not aware of the rules and regulation of company what is included and what is not included. Specially asking me to pay entire amount of Rs **** disturbed me a lot.

Additionally, the cab services which have been hired by you are not professional. The cab service owners and drivers are not responsive and abide by your company policies. It seems that they are trying to be ignorant of your goibibo policies. Which has been causing inconvenience to the client.


Regards,
Rajat Gupta
**********