Shhlokk
New member
- Hotel Name
- On
- Company Name
- Goibibo MakeMyTrip
- Website Name
- Www.Goibibo.com
- Customer Care Number
- 124 439 5000
- Loss Amount
- 19200
- Ratings
- Opposite Party Address
- 19th Floor, Tower A/B/C, Epitome Building No. 5, DLF Cyber City, DLF Phase III, Gurugram, Haryana - 122002
I am filing this complaint against Goibibo regarding an unexplained and excessive charge of USD 182 for correcting a minor spelling discrepancy in the passenger’s name on an international flight booking.
1. Background
I booked an international flight to Switzerland through Goibibo for my friend.
The passenger’s correct name as per his passport is:
MOHAMAD ISMAIL
However, while making the booking, the name was entered as:
MOHAMMED ISMAIL
This is a minor spelling discrepancy involving the same passenger. There is no change in passenger identity, no transfer of the ticket, and no attempt to substitute one passenger for another.
I therefore contacted Goibibo and requested a correction so that the ticket would match the passenger’s passport.
2. Goibibo’s USD 182 demand
Goibibo informed me that it would charge USD 182 for the requested name correction and asked me to confirm whether I wanted to pay the amount.
I repeatedly requested Goibibo to provide an itemised breakup of this USD 182 amount, including:
Despite my requests, Goibibo has not provided any proper itemised breakup or documentary justification for the USD 182 charge.
3. Saudia’s published official name-correction charge
This is particularly concerning because Saudia Airlines has itself published its applicable name-correction charge on its official website.
Saudia’s official passenger-information page states that an IATA-compliant name correction is subject to a charge equivalent to SAR 50 + VAT, where applicable.
Therefore, the publicly stated Saudia charge is substantially lower than the USD 182 being demanded by Goibibo.
I am not alleging that the Saudia charge is necessarily the only possible amount that can ever arise in every ticketing situation. However, given that Goibibo is demanding USD 182, it is reasonable and necessary for Goibibo to disclose exactly what portion of this amount is an airline charge and what portion, if any, is Goibibo’s own fee or another applicable charge.
4. Communication with Saudia Airlines
To independently verify the situation, I contacted Saudia Airlines directly.
Saudia informed me that, since the booking was made through Goibibo/travel agency, it could not address or justify the charges imposed by Goibibo and that I needed to deal with the agency regarding the charge.
Thus, Goibibo remains responsible for explaining the amount it is demanding from me.
5. Nature of the correction
The requested correction is only:
MOHAMMED ISMAIL → MOHAMAD ISMAIL
The passenger remains the same individual.
This is therefore a minor spelling correction intended to make the airline ticket correspond with the passenger’s passport. It is not a passenger substitution or a transfer of the booking to another individual.
6. Grievance
I am willing to pay any legitimate and properly documented charge that is actually applicable to the correction.
However, Goibibo is demanding USD 182 without providing an itemised calculation or documentary evidence establishing why this amount is payable.
The fact that Saudia’s official published name-correction charge is stated as SAR 50 + VAT where applicable makes the absence of a transparent explanation even more concerning.
I believe that refusing to provide a proper fee breakup while demanding a substantial amount amounts to a lack of transparency and deficient/unfair consumer service.
7. Relief requested
I respectfully request that the concerned authority:
8. Supporting documents
I am attaching/ready to provide:
I respectfully request that this matter be investigated and that Goibibo be directed to provide a transparent and documented justification for the USD 182 amount demanded.
1. Background
I booked an international flight to Switzerland through Goibibo for my friend.
The passenger’s correct name as per his passport is:
MOHAMAD ISMAIL
However, while making the booking, the name was entered as:
MOHAMMED ISMAIL
This is a minor spelling discrepancy involving the same passenger. There is no change in passenger identity, no transfer of the ticket, and no attempt to substitute one passenger for another.
I therefore contacted Goibibo and requested a correction so that the ticket would match the passenger’s passport.
2. Goibibo’s USD 182 demand
Goibibo informed me that it would charge USD 182 for the requested name correction and asked me to confirm whether I wanted to pay the amount.
I repeatedly requested Goibibo to provide an itemised breakup of this USD 182 amount, including:
- The actual charge imposed by Saudia Airlines, if any;
- Goibibo’s own service/administrative fee;
- Applicable taxes;
- Any ticket reissue charges, if applicable; and
- The basis on which the total of USD 182 was calculated.
Despite my requests, Goibibo has not provided any proper itemised breakup or documentary justification for the USD 182 charge.
3. Saudia’s published official name-correction charge
This is particularly concerning because Saudia Airlines has itself published its applicable name-correction charge on its official website.
Saudia’s official passenger-information page states that an IATA-compliant name correction is subject to a charge equivalent to SAR 50 + VAT, where applicable.
Therefore, the publicly stated Saudia charge is substantially lower than the USD 182 being demanded by Goibibo.
I am not alleging that the Saudia charge is necessarily the only possible amount that can ever arise in every ticketing situation. However, given that Goibibo is demanding USD 182, it is reasonable and necessary for Goibibo to disclose exactly what portion of this amount is an airline charge and what portion, if any, is Goibibo’s own fee or another applicable charge.
4. Communication with Saudia Airlines
To independently verify the situation, I contacted Saudia Airlines directly.
Saudia informed me that, since the booking was made through Goibibo/travel agency, it could not address or justify the charges imposed by Goibibo and that I needed to deal with the agency regarding the charge.
Thus, Goibibo remains responsible for explaining the amount it is demanding from me.
5. Nature of the correction
The requested correction is only:
MOHAMMED ISMAIL → MOHAMAD ISMAIL
The passenger remains the same individual.
This is therefore a minor spelling correction intended to make the airline ticket correspond with the passenger’s passport. It is not a passenger substitution or a transfer of the booking to another individual.
6. Grievance
I am willing to pay any legitimate and properly documented charge that is actually applicable to the correction.
However, Goibibo is demanding USD 182 without providing an itemised calculation or documentary evidence establishing why this amount is payable.
The fact that Saudia’s official published name-correction charge is stated as SAR 50 + VAT where applicable makes the absence of a transparent explanation even more concerning.
I believe that refusing to provide a proper fee breakup while demanding a substantial amount amounts to a lack of transparency and deficient/unfair consumer service.
7. Relief requested
I respectfully request that the concerned authority:
- Direct Goibibo to provide a complete itemised breakup of the USD 182 charge;
- Direct Goibibo to provide documentary evidence of the actual airline charge, if any;
- Require Goibibo to separately identify its own service/administrative charges and applicable taxes;
- Require Goibibo to clarify why the amount being demanded is substantially higher than the SAR 50 + VAT name-correction charge published by Saudia Airlines;
- Direct Goibibo to process the correction at the actual applicable and properly documented charge;
- If the USD 182 charge is found to be unjustified or excessive, direct Goibibo to withdraw the charge and/or refund any amount improperly collected;
- Award appropriate compensation for the inconvenience, time and effort caused by Goibibo’s failure to provide a transparent explanation; and
- Grant any other relief deemed appropriate under applicable consumer-protection law.
8. Supporting documents
I am attaching/ready to provide:
- Goibibo booking confirmation/e-ticket;
- Passenger’s passport showing MOHAMAD ISMAIL;
- Goibibo communication quoting the USD 182 name-correction fee;
- Screenshots/copies of my requests for an itemised breakup;
- Goibibo’s responses;
- Communication with Saudia Airlines;
- Screenshot/printout of Saudia’s official published name-correction charge of SAR 50 + VAT where applicable; and
- Any other relevant booking and correspondence records.
I respectfully request that this matter be investigated and that Goibibo be directed to provide a transparent and documented justification for the USD 182 amount demanded.
