An open letter to Goibibo about a refund

Dear Rajesh Magow and Sanjay Bhasin,
I am sharing this experience to ensure it reaches the appropriate team.
I raised a refund request with Goibibo after the airline cancelled one leg of my journey well before departure. Before submitting the request, I also confirmed directly with the airline that I would be eligible for a full refund because the airline had initiated the cancellation.

For nearly two months, I was repeatedly informed that the refund was in process and that I needed to wait for 45 working days.

However, as the promised timeline approached, the reason suddenly changed. I was informed that the booking was marked as a "No Show" and, therefore, no refund was applicable.

This was surprising because:
• The refund request had already been raised well before departure.
• The airline had confirmed eligibility for a full refund due to their cancellation of part of the itinerary.
• For two months, the status communicated was that the refund was being processed.

Now, the case has reportedly been reopened with the airline, and I have been given a fresh timeline of 90–180 days for resolution.

A few concerns from this experience:
• Contradictory explanations provided over time.
• No clear escalation channel available to customers.
• Can't understand how 'No Show' thread popped up!
• Frontline agents unable to connect customers with supervisors or managers.
• Excessively long and changing resolution timelines.

Customers expect transparency, consistency, and a clear escalation path when things go wrong. All of these are currently missing!

PNR - FPQDRZ
'Dear Guest, We regret to inform you that your flight WY281 on 05/04/2026 has been cancelled. Please expect a call from one of our representatives to assist you with rebooking. We apologize for any inconvenience caused.'