Start with the booking team
Most problems are fixed fastest by the people who made the booking. Call +91 90000 00000 or write to hello@goglobally.local with your booking reference. If you are on a trip right now, use the 24-hour number on your travel documents instead — it reaches a duty coordinator who can act tonight.
Raise a problem while it is happening wherever you can. A hotel that can move your room this evening cannot do anything about it next month, and a supplier will rarely accept a claim that was never raised at the time.
Escalate to the Grievance Officer
If the booking team has not resolved it, or you are not satisfied with how they did, escalate. Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, we name an officer for this:
- Grievance Officer: [name your grievance officer in Settings]
- Email: hello@goglobally.local
- Phone: +91 90000 00000
- Post: GoGlobally Holidays Private Limited, 2nd Floor, MG Road, Bengaluru 560001
- Hours: Monday to Friday, 10:00am to 6:00pm IST
Include your booking reference, what went wrong, what you want done, and any photographs, receipts or correspondence you have. The more of it we have at the start, the fewer rounds this takes.
What we commit to
- Acknowledgement within 48 hours, with a ticket number
- A substantive reply within 15 days of acknowledgement, which is the statutory deadline
- Resolution within 30 days of receipt, which is the outer limit the e-commerce rules set
- If a supplier's own investigation makes 30 days impossible, we will tell you why before the deadline, what we are waiting for, and when we expect it
Every complaint is logged with its dates. We do not close a complaint without telling you it is closed and why.
Content takedowns and privacy requests
Requests to remove unlawful content, copyright complaints and data-protection requests under the Digital Personal Data Protection Act, 2023 go to the same officer. Copyright complaints are acknowledged within 2 working days and content is disabled while we investigate — see the Copyright and Trademark Notice. Privacy requests are answered within 30 days — see the Privacy Policy.
If we still cannot agree
You have remedies that do not depend on us, and we will not stand in the way of them:
- National Consumer Helpline — 1915, or consumerhelpline.gov.in
- Consumer Commission — district, state or national, depending on the amount at stake
- Data Protection Board of India — for a complaint about personal data, after you have raised it with us first
- DGCA — for a complaint about an airline, at the AirSewa portal
- Mediation, if both of us prefer it to litigation. We generally will.
Nothing on this page limits a right you have under consumer law, and none of it requires you to use our process before using a statutory one — though in practice it is quicker.
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