Pramodkp22
New member
I am writing to formally raise a complaint regarding the serious failure of Goibibo to resolve a passenger name correction issue despite my repeated attempts to get assistance well before my scheduled travel date.
Booking Details:
The airline informed me that since the ticket had been booked through Goibibo, the correction had to be handled through Goibibo and could not be processed directly by the airline.
Goibibo subsequently informed me that ₹2,600 had to be paid for the name correction and provided a payment link. However, the payment link was not functioning.
I made several attempts to complete the payment. I even tried forwarding the payment link to another person to check whether the issue was specific to my device/account. However, the payment page only displayed a continuously running timer and did not provide any payment option or means to complete the transaction.
I repeatedly contacted Goibibo regarding this issue—nearly 40 times—but the problem remained unresolved.
On 1 September 2026, I received communication from Goibibo stating that the issue would be resolved before my travel date. However, there was no effective follow-up or resolution from Goibibo. I had to repeatedly contact customer support myself.
The process of reaching an actual customer service agent was also extremely difficult. I had to go through the AI/chat process and wait for approximately 30 minutes or more before reaching an agent. I spent a considerable amount of time over several days trying to resolve an issue that should have been straightforward.
Despite repeatedly explaining the problem, Goibibo did not provide any workable alternative solution.
I specifically asked whether:
As a direct consequence of this failure to resolve the issue, I was ultimately forced to cancel my travel arrangements.
This resulted in a financial loss of approximately:
I therefore hold Goibibo responsible for failing to provide a reasonable and functional mechanism to complete the required payment and resolve the name correction within the available time.
I would prefer to resolve this matter directly with Goibibo. However, if I do not receive a satisfactory resolution, I will be compelled to escalate the matter through the appropriate consumer grievance authorities for deficiency in service and recovery of the financial loss suffered by me.
Please treat this as a formal complaint and escalation and provide me with a written resolution.
Regards,
Pramod P
9980136784
Goibibo Reference ID: 24130088924586752
Ticket ID: GOFLIPPAN12B2711212
Booking Details:
- Goibibo Reference ID: 24130088924586752
- Ticket ID: GOFLIPPAN12B2711212
- Booking Date: 18 August 2026
- Travel Date: 4 September 2026
- Number of passengers: 3
- Destination: Sri Lanka
The airline informed me that since the ticket had been booked through Goibibo, the correction had to be handled through Goibibo and could not be processed directly by the airline.
Goibibo subsequently informed me that ₹2,600 had to be paid for the name correction and provided a payment link. However, the payment link was not functioning.
I made several attempts to complete the payment. I even tried forwarding the payment link to another person to check whether the issue was specific to my device/account. However, the payment page only displayed a continuously running timer and did not provide any payment option or means to complete the transaction.
I repeatedly contacted Goibibo regarding this issue—nearly 40 times—but the problem remained unresolved.
On 1 September 2026, I received communication from Goibibo stating that the issue would be resolved before my travel date. However, there was no effective follow-up or resolution from Goibibo. I had to repeatedly contact customer support myself.
The process of reaching an actual customer service agent was also extremely difficult. I had to go through the AI/chat process and wait for approximately 30 minutes or more before reaching an agent. I spent a considerable amount of time over several days trying to resolve an issue that should have been straightforward.
Despite repeatedly explaining the problem, Goibibo did not provide any workable alternative solution.
I specifically asked whether:
- I could make the correction payment directly to the airline;
- Goibibo could provide an alternative payment method or QR code;
- The correction charges could be deducted from my Goibibo wallet; or
- Any other payment mechanism could be provided since the payment link supplied by Goibibo was not working.
As a direct consequence of this failure to resolve the issue, I was ultimately forced to cancel my travel arrangements.
This resulted in a financial loss of approximately:
- ₹7,000 – cancellation/refund-related loss
- ₹2,000 – additional ticket-related loss
- Total financial loss: ₹9,000
I therefore hold Goibibo responsible for failing to provide a reasonable and functional mechanism to complete the required payment and resolve the name correction within the available time.
I request Goibibo to:
- Reimburse my financial loss of ₹9,000 caused by the failure to resolve this issue.
- Refund/reimburse any applicable correction-related charges that I was unable to pay solely because the payment mechanism provided by Goibibo was not functional.
- Provide a written explanation as to why no alternative payment method was provided despite my repeated requests.
- Explain why, despite my numerous calls and follow-ups, the issue was not resolved before my scheduled travel date.
- Review the call records, chat history and payment-link logs associated with my booking to verify the repeated attempts I made to resolve this matter.
- Provide a formal response to this complaint within a reasonable timeframe.
I would prefer to resolve this matter directly with Goibibo. However, if I do not receive a satisfactory resolution, I will be compelled to escalate the matter through the appropriate consumer grievance authorities for deficiency in service and recovery of the financial loss suffered by me.
Please treat this as a formal complaint and escalation and provide me with a written resolution.
Regards,
Pramod P
9980136784
Goibibo Reference ID: 24130088924586752
Ticket ID: GOFLIPPAN12B2711212
