Dear customer,

I hope this note finds you and your loved ones healthy and safe.

We are in the middle of an unprecedented nationwide lockdown caused by the COVID-19 outbreak. I am hopeful that the collective efforts being made by all of us will ensure we come through the other side of this pandemic sooner rather than later despite all the hardships that we are having to endure currently. In my last email I had informed you about how we are addressing the surge of service requests that arose due to the widespread impact of travel disruption caused by the outbreak.

We have worked round the clock to make several changes in our policies, processes and staffing to meet the challenging changes. I now want to share with you a snapshot of the progress we have made all thanks to the unstinting efforts of our team to support our customers during these testing times.

• As curbs got imposed on international and later on domestic travel in March, our service request volume surged manifold across all channels.
• Our team has been successful in resolving close to 1 lakh service requests within the first 3 weeks of lockdown despite the inherent constraints. We were able to do so  as we quickly moved to set up new infrastructure and workflows from scratch after the lockdown began on March 25 to enable our customer service staff to work remotely.

With airlines suspending operations during the period of nationwide lockdown, we are working closely with our airline partners to ensure that we can seamlessly pass the benefits directly to our customers. Our teams are working with the airline partners to develop unified infrastructure that will allow you to rebook travel to a future date by using the credit shell balance – as per the guidelines set by respective airlines. Throughout this process we will continue to keep you informed.

I understand that in some cases our response time may have been longer than usual but we will continue to persevere till we serve all those who need our support at this time. Once again, thank you for your understanding and patience.

We can’t wait to have you travel with us soon again. Until then, stay home and stay safe.

Yours Sincerely,

Vipul Prakash COO, Goibibo