Goibibo - Formal Complaint Regarding Misleading Date Change Policy Booking ID

I, Diya Das, am filing this complaint on behalf of myself and my co-passenger, Subir Das, against Goibibo (Booking ID: GOFLDNTALWEC*******).

I purchased Goibibo's paid Date Change Protection for our Air India Express flight. On the day of travel, the Goibibo app showed that the booking could be modified until *:** PM for a *:** PM flight. Relying on this, I contacted Goibibo customer support at approximately *:** PM to change the travel date.

However, Goibibo refused my request, claiming that Air India Express does not allow changes within * hours of departure. When I contacted Air India Express directly, they confirmed that date changes are permitted up to * hours before departure, contradicting Goibibo's claim.

Instead of resolving my request promptly, Goibibo kept me engaged with customer support, wasting valuable time before finally denying the request. They are now attempting to blame me for the delay, even though I contacted them well within the timeframe displayed on their own app. Due to Goibibo's misleading information, refusal to honour the paid service, and delay in handling my request, I suffered a financial loss of approximately ₹*,***.

I possess call recordings, screenshots, and booking details that support my complaint. I request intervention to direct Goibibo to reimburse my financial loss and hold them accountable for deficiency in service and misleading consumers.