Dear customers,

I want to reach out to you personally in these uncertain times, as the situation around coronavirus outbreak continues to evolve. At this point, our priority is to ensure that it is easy to manage changes to your travel plans with fast changing travel trends as a result of COVID-19.

I would like to assure you that we are taking all possible measures to serve you during this difficult period. Our support teams are working tirelessly and are constantly monitoring updates from the government and public health authorities to be able to support you. We are closely working with all our airline and hotel partners to be able to help you in the best way possible for date change, cancellations and waiver requests in the face of fast paced changes globally, as well as in India. We are working with our partners to seamlessly pass on the waiver benefits to our customers, wherever applicable.

However, I would also like to acknowledge that despite making these efforts, there may have been delays in meeting all service requests because of the unusually high call and chat volumes at our customer support channels. To be able to serve you better, we have enhanced staff capacity across our support channels to deal with the surge in customer query volumes.

Apart from the 24x7 call centres, here are some additional ways in which you can reach us:

• We urge you to use the self-serve option available online on our app and website to make cancellation/refund/date change request. This can be done by going to Trips section on the home screen where you can choose upcoming travel and make service requests. Click Here
• We have also set up a detailed self-help page that will serve as a ready reckoner for you to look at all the updates on airline policies on refunds, cancellations and amendments for domestic as well as international flights here

We remain fully committed to help you during this period of uncertainty. Once again, thank you for your patronage.

Vipul Prakash COO, Goibibo