Complaint Details

Status	:	Closed
Complaint No	:	0037776/2014
Category	:	Travel
Date	:	16-12-2014
Subject Line	:	Pathetic Goibibo and SpiceJet Service
Complainant	:	Alok Kumar Shukla
Address	:	302, Kamakshi Nilayam
Complainee	:	Goibibo/Spicejet
Address	:	4th Floor, Pearl Towers, Plot No 51, Sector 32., Gurgaon, Haryana

Complaint Details
Pathetic Goibibo and SpiceJet Service


I booked return flight tickets(PNR P3PUJV) to Delhi with following details on 25th June, 2014:
Hyderabad to New Delhi
2014-12-15(Date) Spicejet 108(Flight) 13:15 HYD(Depart) 15:35 DEL (Arrive)

New Delhi to Hyderabad
2014-12-16(Date) Spicejet 236(Flight) 06:05 DEL(Depart) 08:25 HYD (Arrive)

Here are the chronological sequence of events happened which frustrated me:
1. Nov 24,2014: Received a SMS from SpiceJet that flight SG 236(DEL to HYD) is rescheduled to 6:05 AM(same time but different flight no) .
2. Dec 4,2014 : Received a SMS from SpiceJet that flight SG 108(HYD to DEL) is rescheduled to 10:45 AM(13:15 AM originally) .
3. Dec 8,2014 : Received a SMS from SpiceJet that flight SG 108(HYD to DEL) is rescheduled 2nd time to 1:05 AM(13:15 AM originally) .
4. Dec 10,2014 : Received an email from GoIbibo that flight SG 108(HYD to DEL) is cancelled. I received no communication from Spicejet in this regard by this time. The message in the mail was "In case you want an alternate flight to be booked against the cancelled flight, we request you to contact Spice-jet customer service on 09871803333 or 9654003333. In the event of flight being cancelled, Spicejet is offering full refund of your ticket price hence we request you to contact our customer service if you wish the full refund."
5. Dec 11,2014 : I called on Spicejet no 09871803333 and on 9654003333 but none was connecting even after multiple tries. Then i called on Goibibo no 18602585858 and asked for an alternate flight from DEL to HYD and they said i need to book a new ticket at current price which i didn't agree as why should i be in loos due to cancellation by Airline that too without any communication. Then the GoIbibo representative asked me to directly contact SpiceJet even when i told him that their number wasn't working. I don't know for what these people are when they can't assist their customers. It's their responsibility to take the case forward with Airline but they instead pass it on to the customers knowingly to make their life worst.
6. Dec 11,2014 : I had no other option but to keep calling SpiceJet keeping all my other important work aside. After numerous tries i managed somehow to contact Spicejet and to my utter surprise i got to know that My DEL to HYD flight was cancelled and not HYD to DEL(as per SMS received from Goibibo mentioned in point 4 above). Then i asked her to provide me alternate option and all she could provide were either afternoon or evening flights which wasn't acceptable as i had to attend office that day and that's why i booked morning flight. Then i asked her to book in some other Airline and she said they don't have any tie up and i need to book myself at current price. That's insane because i had to either miss my important trip or shell out heavy amount to rebook another flight at current price. I didn't accept either and asked for compensation as it was their issue and the reason of cancellation was neither natural calamity nor inclement weather. She refused to do that too so i angrily asked to cancel my both the tickets on the same PNR and return full amount. She accepted that but i never received any communication further in this regard.
7. Dec 12,2014 : I again called Goibibo about the status as the SpiceJet phones weren't connecting again. This time they agreed to follow up my case as i already talked to spicejet and told that it would take 24 hours for them to get the refund in their account and another 24 hours for it to be credited in my account. To my question about wrong SMS regarding cancellation details they provided copy book reply that its due to system error. I had no other option but to wait for 48 hours as they made me sure that they are handling the case and it would be a smooth process.
8. Dec 14,2014 : I received yet another SMS from SpiceJet that my DEL to HYD flight is cancelled requesting me to call them aging for further instructions. I was literally pissed off by all this because all my above efforts went in vein and my flight was next day i.e. 15th Dec and i had to start from scratch again. Because it was my hard earned money, i had to call again. I called Goibibo and one lady named Sonali picked up and i told that she is taking my case on priority basis as my flight was next day and someone would call me in 2 hours in this regard and will resolve the issue. I waited for 3 hours without any call and then again called. This time one guy named Mohd picked up and he was so disappointing that he said i had to cancel my booking(one way as the other was already cancelled) which will attract penalty. Felt sorry for these kind of people who don't even have proper communication among their colleague to know what happened so far in my case as i had to explain the same story again and again to all of them and each one of them had different unacceptable solutions.
9. All this while i kept receiving SMS from Goibigo regarding my flight confirmation , departure information, checking info and happy landing messages etc that too for both the flights which shows absolutely nothing was done in my case and i kept receiving pre-scheduled messages. I received SMS regarding my feed back after call to each customer care executives as well asking to give miss call if i am happy or not. I did that too but since they don't care that too had no effect.
10. Dec 15,2014 : Since i didn't get any communication about my case and i had flight on this day i tried one last option of mailing both SpiceJet and Goibibo. I mailed and got ticket nos as follows: #1407334(GoIbibo) and #F2551590(Spicejet) along with some nice messages that they will solve the issue as early as possible but i received absolutely no communication at all so far.

In following all along i lost huge call balance as call wasn't toll-free along with precious time. This gave me unnecessary mental agony too. For this reason i not only seek my full refund(of return journey) with interest from 25th June along with compensation for forcing me cancel my important trip and all the unnecessary mental agony.I've all the SMS and email proofs with me to prove their deficiency of service in this case and can present as and when asked for.

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