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I had booked an air india flight with goibibo, but missed the flight due to air india officials directing me to wrong terminal (chennai airport restructuring was on). The airline cancelled the ticket without penalty and said the amount would be electronically transferred to goibibo instantly.
However goibibo staff were extremely unhelpful and kept on insisting for letter from air india citing the same. air india staff maintained that for online refund they have no role to play and issued a data extract from their system with relevant details.
However goibibo kept seeking different documents and denying refund even after receiving money from the airline. I just could not understand how they can claim not to know what amount to refund, despite having the amount with them.
I am a frequent flyer and have stopped booking with goibibo ever since.