I have read a few horror stories of GoIbibo and I would like to narrate my long and horrific experience.
I had booked a ticket from vizag to Mumbai in AI 652 with PNR YE85L. This ticket was not confirmed and there was some error in booking. Due to this, I called up Ibibo and asked them if I should book another ticket. Upon confirmation from ibibo, I booked another ticket. Later I found out that I have 2 bookings on the same flight !!
Then another twist flight AI 652 was cancelled and my tickets were transferred to flight AI618. So while cancelling 1 of the 2 tickets, the customer service representative cancelled both tickets as flight does not exist!! They didn’t even bother to check if the flight was rescheduled.
After understanding that this has been done, from 22nd Feb 2012 till 25th Feb, I have been calling the customer care for atleast 15-20 times which is not toll free. The calls have been in excess of 1 hour where I was on hold for more than 45 mins. No direct number was given to me in spite of repeated requests and not even a single call back was given to me despite being promised a callback in half an hour. I have spent more than 500 rupees just calling the customer care while I was roaming
I had a talk with the floor manager and she has accepted that a mistake has been done from ibibo’s side. Still there was delay from the management to offer me a flight ticket. Due to the delay and promises of a resolution by the next day, the flight rates for the same flight which should have cost me 3793 was 11000. So out of sheer frustration, I booked a spicejet flight SG402 with PNR OYI5CG for 6434.
After I came back to Mumbai, I have been writing to different people regarding my situation. But the answer was the same. Your refund has been completed and we cannot provide compensation.
Finally after 5 months, I got a mail asking my bank details and I was given the compensation.
Still I have rated them well. I agree the customer care sucks big time and they need to train them better but this site provides the lowest fare. I still continue to travel by Ibibo. Will I recommend it ? Yes. If you have the courage to follow up like crazy if anything goes wrong.