Naspers-backed goibibo is today announcing the launch of ‘Go Time Guarantee’, an interesting new re-assurance program for its customers, guaranteeing refunds for ticket cancellation within two hours. And if not processed, customers will be given INR 100 in the GoCash wallet for every hour of delay.
Goibibo transparently shares the exact time in minutes and seconds, taken to process the refund. In case of a failure to meet the 2 hour guarantee, the platform promises to credit Rs.100/- in the customer’s GoCash wallet for every hour of delay.
E-commerce users in India have the highest anxiety while waiting for their refunds. As per Goibibo’s internal data, more than 15% of travellers make amendments/ changes to their trips resulting in refunds to be given back to the customers. Goibibo’s aim to launch GoTime is to deliver the fastest refunds in the country and also increase trust and reliability.
During the week of launch of GoTime guarantee, Goibibo has already processed 99% of the applicable cases within 30 minutes. While you may expect that 99% success rate to dip a little, considering that a week’s time is too short a sample size, the program could still be a great one, considering how refunds are pain for online shoppers.
ibibo Founder & CEO, Ashish Kashyap says,
Goibibo’s core focus is to constantly increase speed, reliability and trust. Launch of ‘Go-Time for refunds’ is just the starting point in solving pain points of buyers. In the next 3 to 4 months, we will give ‘time guarantees’ to our customers for all processes. We are going to make GoTime ubiquitous.
Goibibo’s has also presented certain interesting stats along with the launch of ‘Go Time’. Its mobile apps have crossed 10 Million downloads. 71% of hotel bookings on Goibibo take place on its mobile apps. For the period, October to December 2015 : Goibibo grew its hotel bookings by 400% year on year with room nights crossing 1.6 Mn room nights for the same period.