- Compensation for causing financial and mental sufferings ^Open

Jayjit Das filed this complaint against Goibibo on Sep 18, 2019

I had booked Air tickets online from goibibo on **/**/**** for Dublin - London - Delhi sectors. Total amount paid to the agency was Rs.**,***/-. Subsequently **/**/****, I had requested for a minor correction in my name as appearing in my passport (copy of passport was also mailed to goibibo). On following up the matter, goibibo vide mail dtd **/**/**** informed that the name amendment is not possible citing that they had a word with airline and as per them name correction is not possible. After my/my family’s taking-up the matter with both the airlines over phone they indicated that as the booking was done through travel agent, the amendment process should be initiated by the travel agent only. Thereafter, there were series of mails/telecons with goibibo. Since there was no response/confirmation from goibibo with regard to my request and only a few hrs were remaining from the scheduled time of my flight from Dublin on **/**/****, I was compelled to make alternate arrangements for the journey from Dublin to Delhi by way of fresh booking at *.** am on **/**/**** directly from another airlines. The one way cost involved was Rs.**,***/- (approx.). I had then forwarded a mail to goibibo at *.** am on the same day (**/**/****) intimating that since **/**/**** (date of lodgement of the first service request) to **/**/**** (date of Journey), they could not arrange for the minor correction in my name as appearing in the e-ticket, that too, without referring the matter to the concerned airlines who (the airlines), otherwise, informed me/my family that the requisite correction was very simple in nature and the same could have been considered by them had goibibo referred the matter to them properly. Consequently, I was forced to go ahead with the cancellation of the said booking in goibibo. I also intimated goibibo that in addition to financial loss, their inefficient services caused a great deal of anxiety and inconveniences to me/my family and also resulted in substantial loss of time and energy in taking-up the matter with them. I had further indicated that me/my family would now be resorting to legal recourse for monetary compensation for all the damage done by goibibo. There were a few subsequent mails from goibibo on the morning of **/**/**** and the most funny one was that I received at *.** pm on **/**/****, just around * hrs before the scheduled departure of flight from Dublin.!!) which contained the revised e-ticket. After receipt of their mails and repeated phone calls which were absolutely irritating and senseless in nature (hence, I did not take these calls) , I had forwarded a mail to them my at *.** pm on **/**/**** wherein I had written that since there was no confirmation from their side wrt my service requests, I had waited till around *.** am on **/**/**** before opting for the cancellation of the reservation for both the sectors through their website after making alternate arrangements for the trip. I also indicated that as it appeared, they didn't even process my cancellation request as well and somehow managed to issue me the revised ticket vide their mail at *.** pm on **/**/**** (just around * hrs before the scheduled flight from Dublin). This defied all logic. On the top of it, when I was trying to opt for the cancellation of the tickets through their website once again, it was not allowing me to do so even after generating the OTP. It was really strange!! In view of this, I had requested vide the said mail to goibibo to compensate me adequately for the serious lapses at their end and resultant financial/mental losses incurred by me and my family. I had requested them to respond immediately for an amicable resolution or else, be prepared for legal recourse. Subsequently, I had referred the matter to the management team on **/**/**** through goibibo website for necessary resolution (the date of the letter attached therewith was inadvertently mentioned as July **, ****). I had received a mail dated **/**/**** from goibibo wherein they indicated to refer to the closure already shared under service request id: ********. I responded to the mail on the same day expressing that In response, How can the reference be closed without appropriate resolution? This was not acceptable. I also mentioned that I did not know whether their mail dated **/**/**** was in response to my representation dated **/**/**** to the goibibo management team and if yes, I requested them to let me know. I had last written a mail to goibibo on **/**/****.
Subsequently on August **, ****, I had lodged a complaint through Voxya Service and requested for sending e-mail to the Company (goibibo) so as to facilitate payment of compensation by goibibo to me for a sum of Rs.**,***/- towards cost of alternate air travel from Dublin to Delhi (together with interest at an appropriate rate for the entire period for which the matter is pending for resolution) plus Rs.**,***/- towards token compensation for the loss of time/energy and mental sufferings inflicted by goibibo for their utter deficiency in service. The last mail from goibibo without any appropriate resolution was received by me on September **, ****.
In view of above, I request you to take-up the matter further for facilitating appropriate compensation by goibibo.
Thanks and regards.

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