Goibibo fined Rs 36K for failure to confirm bus, hotel bookings

Tribune News Service

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Chandigarh, August 20

The District Consumer Redressal Forum, Chandigarh, has penalised Ibibo Group Pvt Ltd (Goibibo), an online travel booking firm, with Rs 36,000 for failing to confirm tickets and hotel accommodation in Kathmandu, Nepal, despite accepting payment from Bathinda-based Sunil Kumar.

The complainant had booked his seat in Volvo AC semi-sleeper bus for travel from Chandigarh to Delhi on February 23, 2018, on payment of Rs 790 through Ibibo. However, the complainant alleged that Ibibo failed to confirm the bus booking and after an enquiry about the status of his ticket, and as per the instructions from Ibibo, the complainant again booked the bus ticket through them.

According to the complainant, he waited for the bus near Sethi Dhaba, Zirakpur, but the bus was late by two hours. Fearing that his tour programme would further be delayed, the complainant hired a taxi for travel from Chandigarh to Delhi.

The complainant had also paid Rs 4,439 to Ibibo for hotel booking in Kathmandu, but was denied access to the hotel on account of non-booking/confirmation of accommodation in the hotel.

Though Ibibo admitted to have received double booking for the bus and also Rs 4,439 for hotel booking in Kathmandu, despite their failure to provide the service to the complainant, they stated that the travel agency (bus operator) and the management of the hotel were not under their administrative control.

The forum stated: “The opposite party (Ibibo) have entered the market for providing the individual with tour services on the receipt of money. They earn profit out of the bookings, but do not accept any accountability in case of any failure or discrepancy or deficiency in the said services, as promised to the customers at the time of booking. Such callous attitude on part of the opposite party is highly condemnable and cannot be overlooked. The opposite party is responsible on the principle of vicarious liability for all acts and omissions on the part of its subsidiary units/service provider.”

The forum directed Ibibo to refund Rs 6,028 to the complainant, along with the compensatory cost of Rs 20,000 and litigation cost of Rs10,000.