One of India’s largest online travel aggregators Goibibo.com has rolled out a refund guarantee, promising to process any refunds within two hours.
Called ‘Go-Time guarantee’ the company will credit customers’ GoCash wallet with R100 for every hour’s delay beyond the two-hour deadline.
Goibibo says about 15% of all transactions result in amendments or changes to trips.
"Goibibo’s core focus is to constantly increase speed, reliability and trust. The launch of ‘Go-Time for refunds’ is just the starting point in solving pain points of buyers," said Ashish Kashyap, CEO of parent company ibibo.
"In the next three to four months, we will give ‘time guarantees’ to our customers for all processes. We are going to make GoTime ubiquitous"
During the first week of the GoTime guarantee launch, it processed 99% of applicable refunds within 30 minutes, the company said.
Goibibo.com is India’s market leader in online hotel booking volumes according to a recent report by Morgan Stanley, with about 71% via its mobile apps.
