I will highlight you my details below, as informed to you early morning today 6th Dec 2020.
MAA to PNQ booked(4 Tickets) under PNR M96V8G on 30th Oct 2020 for INR 12812.
On 4th Dec, GoAir sends me SMS and email around 4:30pm, as below
Dear Smart Flyer,
Warm Greetings from "GoAir".
For your PNR M96V8G on GoAir flight G8-905 from Chennai(MAA) to Pune(PNQ) on 05-12-2020 at 13:30 hrs is CANCELLED. We apologize for the inconvenience caused. These changes are due to issues beyond our control.
GoAir protects your reservation for a period of 1 year. You can rebook your reservation to any sector(Difference in Fare applicable) by visiting our website https://goair.in or you may call us on 1800 2100 999/022 62732111, up to 2 hours prior to departure.
Regards,
GoAir
I tried calling your GoAir Customer Care: 1800 2100 999 /+91 22 6273 2111 from evening of 4th Dec to evening of 5th Dec. but not once I got connected, but sadly only lost money waiting after getting connected a few many times. Most of the time, it was engaged and not responded after waiting in line.
My service request number is G8-01433959 and G8-01434747 was never attended and I was totally left unattended and helpless by goAir Airline.
Without any options and help and support and information from the GoAir team since 1 day after the airline cancellations, I had the only option to follow your email to REBOOK the next possible and earliest flight, which was on sunday 6th 6:30 am.
To my total utter disbelief and shock, in the process of rebook, I had been asked to pay a last minute whopping amount of INR 20372, but your website on Terms & conditions clearly says the below
Flight Cancellation / Re-scheduling
Amidst the current COVID-19 crisis, we understand the concerns regarding the cancellation of flights. However, we are offering zero rescheduling for flights by saving the PNRs for 1 year. You can get more details here.
In case of any such cancellation or rescheduling of any flight due to any reason GoAir assumes no responsibility or liability for delay in carriage of baggage by air.
If due to such circumstances, GoAir cancels or delays a flight beyond 2 hours, prepone’s a flight by more than 60 minutes, is unable to provide previously confirmed space, or fails to stop at the Customer destination point, GoAir shall either:
• Carry Customer on alternate flights for the same sector on the previous day, same day or next day at no cost.(subject to availability) or
• Customers who wish to travel on alternate dates other than mentioned above will be reaccommodated. Waiver of rebooking and convenience fee will be given but fare difference, if any, will be borne by the customer or
• Make a full refund for the booking, in the same mode of payment in which the booking was received. GoAir shall be under no further liability to the customer.
- Finally today morning 6th Dec, I had to talk to Mr. Ismail of GoAir and inform them about the difficulties me and my family had to face.
My issue to be resolved is that,
A. I paid for 5th dec travel INR 12812, but the airline cancelled. I should be allowed by the airline to travel to the next possible fight with the same paid ticket as per you T & C. So I should be refunded of INR 20372 for 6th Dec travel.
B. New booking done as REBOOKING but with a last minute cost of INR 20372, instead of GoAir calling/asking me whether any previous or next day flight could be allotted and allowed to my family.
C. In total INR 33782 was charged by GoAir(India’s lowest aircraft service) for a one way travel. Also I was charged with CHG03 - Penalty - Change Fee of INR 12000.(refer your Invoice)
D. Your customer call service is a Hoax and pathetic, as not once it gets connected or in the event like this, a responsible person should call and inform us about alternative travel
Clearly this is not my mistake on flight cancellation and I shouldn’t be held responsible for monetary loss by the GoAir Airline and So I Want my refund of INR 20372 for 6th Dec, as it’s the issue of GoAir .
Expecting a proper refund and response to me at the earliest, with a high level of moral code work ethics towards your customers during the tough times of Covid-19.