GoAir Airlines - GoAir Outdated process and technology cost me

The flight G*-*** from Port Blair (IXZ) to Bengaluru (BLR) on ** Oct '** at **:** hrs was cancelled by GoAir on **th October( PNR E****L , PNR E*DBMS ). I tried reaching their customer support for ** mins but was not successful. I immediately tried web checkin in GoAir website and found that flight was cancelled. There was an option to reschedule which I opted but I was charged extra. I was charged ***** Rs extra for PNR E****L and ***** Rs extra for PNR E*DBMS. After few hours I able to reach customer care and during conversation realised that reschedule is free but it can be done only via call center. How can the airline expect all the customers to reach them via call and reschedule when all the services are available online ?

The airline was not ready to refund even though informed them about the above extra charge when done online. Even the email complaint had no response from customer care and nodal officer.