Goibibo India Private Limited - Baggage Allowance for flight shown before booking but disappeared after booking

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:

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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.