- Baggage Allowance for flight shown before booking but disappeared after booking ^Open

Venkata Ravi Krishna Prathipati filed this complaint against Goibibo India Private Limited on Sep 11, 2019

Hi Team,

The dispute is related to my Goibibo flight booking with booking ID - AMDLNZTAW.

To start with the issue - It is about the baggage allowance for the above booking ID.
- While I was booking , the GOIBIBO mobile app was showing '*-piece Check-in' Baggage for my flight( Luckily I have taken a screenshot at the time of booking) and post payment, I was surprised to see that there is no baggage for my flight.
- On the same day-**th August within few minutes of my transaction, I have raised the ticket#******** to the customer support for the baggage issue.

The real trouble starts here - You can see in the below email trail ,how the GOIBIBO customer support is efficiently handling the ticket.

- In the first place , the customer support bluntly denies any baggage allowance for my booking.
- When I provided the screenshot , the customer support team denies the screenshot saying it was 'not taken during the booking.
For this , I have given the technical details as below:

///////////////////////////////////////////////////////////////
Please note that the time of booking is mentioned in CET.
So in the screenshot , it is shown as **:** CET which is - **:** IST , so you can find the payment made in the next few minutes.

FYI again to prove that my transaction time was in CET , the transaction's IP address is from Frankfurt Germany as I made the transaction from Frankfurt using GOIBIBO mobile site.

///////////////////////////////////////////////////////////////

- Then the team sends me the screenshot of the back-end code/script which clearly shows there is no baggage allowance.
- Then I ask the question , who is at fault here as - " The customer proceeds with the booking on the GOIBIBO based on what information is displayed in the front-end but not on the back-end". I do not get any reply for this.
-Then Customer support team pushes for ticket closure for which I firmly said -'No'.
- Finally I get a call from your operations team Manager-Ashish saying that GOIBIBO cannot either 'give a full refund' for my ticket not 'Add baggage for my booking' and when I asked him if the Technical team has validated my above mentioned details about transaction IP from Germany,transaction time in CET, I get a reply that he will escalate this and get a call arranged from the Technical team.

And this ticket is open from **th August.

I agree that the back-end was showing '*' baggage allowance as I myself a Software consultant but please understand that customer will make a booking based on what is shown in the front -end.

Please note that I have taken another set of screenshot on **th August , which clearly shows that there was '* Piece check-in' and then when I have taken screenshot in the last week there was no baggage allowance. Irony is when I have taken the screenshot in the last week , even Air India flight from Delhi-Vijayawada was showing '* piece Check-in'. I have attached all these screenshots for your reference.

More importantly , the level of confidence of GOIBIBO customers was challenged by your customer support team in such a way that - ' I was asked to do a video recording while making a new booking as a proof of concept'.

My travel is on **th September and only ** days left and still my issue is not resolved.

What I am asking is simple - Either give me Full refund of my flight or add baggage for my booking as the frontend clearly showed there was baggage allowance and I have done my booking based on what is shown in the front end.

Simple Question - Who is at fault when the front end screen shows baggage allowance which is not in sync with the backend application?

Simple resolution - Either do a full refund or provide me the Baggage as shown while booking.

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