Trip Secure - Terms and conditions

The Trip Secure can be availed by the customers of GoIbibo in order to safeguard their travel.

Trip Secure can be purchased by the customers of GoIbibo while making a domestic flight booking through the GoIbibo Platform. You get the following benefits:

• Assistance services provided by Across Assist Private Limited.
• Travel Insurance as a complimentary in-built product underwritten by Tata AIG General Insurance Company Ltd.

Insurance coverage will be complimentary. Assistance services and insurance coverages are valid for the actual trip duration in case of a one way trip booking. In case of a round trip booking, this is valid till trip return date or 15 days from trip start date, whichever is earlier. Trip Secure is non-refundable and non-transferrable.

Assistance services provided by Across Assist Private Limited consists of following benefits:

Checked-in Baggage Assistance:

a. Inclusions:

• The assistance in recovering your Checked-In-Baggage, in case you did not receive your baggage from the airlines.
• All the assistance & support will be provided on Pan India basis over a call 24*7/365 days.
• Virtual assistance over a call shall be provided to the customer on the procedure and steps that need to be taken with the airlines/airport authorities and in arranging the required documents to recover the Checked-In Baggage. This assistance may also be provided physically if the customer has any medical situation.
• Coordination on customer’s behalf with airline/airport authorities for actual status and providing regular updates to the customer.
• Following up with airlines for actual status and update customer every 3-4 hours
• Confirmation on delivery of Lost baggage to the requested location.
• Case Closure within 24-48 hours post case registration

b. Exclusions:

• Any charges to be incurred with airlines/airport authorities or for transferring the Lost Baggage to desired destination should be borne by the customer.
• The actual service charges/ cost for the services availed to be borne by end-user/ customer.
• The service will be given on best efforts basis.
• No assistance will be provided in force majeure or pandemic situation.
• In case any medical situation, physical assistance will also be provided to recover the baggage.
• Post receiving the baggage, coordinate and confirm with customer and close the case file

c. Process:

• Notification via call received at Alarm Centre.
• Case registered post obtaining necessary details.
• All sort of assistance is given telephonically to the customer.
• Assisting in lodging case with airlines/airport authorities to recover baggage.
• Ongoing coordination with Airlines/ Airport Authority and Customer for case update.
• In case any medical situation, physical assistance will also be provided to recover the baggage.
• Post receiving the baggage, coordinate and confirm with customer and close the case file.

Emergency Assistance:

a. Inclusions:

• Ambulance Assistance: Post confirmation & payment from the customer, BLS Ambulance will reach the incident location. It will take 30-45 minutes within city limits for 20 Kms. If distance is lesser then time limit will reduce and vice versa. Ambulance will take the customer to the basis his/her preference or to the nearest hospital/ clinic and will call up the necessary agencies for taking action. The emergencies covered by the BLS Ambulance Services are for any life-threatening situations faced by the customer including Heart Attack, Asthma Attack, Blood Pressure, Fire, Accidents, Gas Leakage, Short Circuit. Ambulance Services will be provided to the customer on 24x7 basis for the duration of the subscription only.
• Repatriation of mortal remains: Repatriation vehicle for mortal remains will be within 60 minutes post the clearance and confirmation from the morgue.

Note: All medical and ambulance costs and costs for the above inclusions shall be borne by the customer at actuals.

Contact details for assistance will be shared over mail pots purchase of the product.

b. Exclusions:

• No responsibility is taken for the medical condition or medical progress of patient.
• In case of pandemic situation, the hospital admission, ambulance services and pandemic crisis support would be provided as per applicable government guidelines, hospital/clinic’s discretion, and best effort basis.
• No responsibility is taken for the medical condition or medical progress of patient.
• If customer is not in a position to access the medical reports; medical progress report or medical records shall be provided subject to hospital administration approval and associated guidelines.
• The emergency assistance plan is non-transferable and will be applicable during the travel period only.

c. Process:

• Notification via call received at Alarm Centre
• Case registered post obtaining necessary details
• Service partner will be assigned to arrange the service for the customer.
• Ensure consent from customer on actual service charges
• Across Assist will coordinate with service partner and customer for ongoing case updates
• Once the emergency service will complete, close the case file

Doctor Tele Consultation:

a. Inclusions:

• The assistance aids in arranging tele-consultation with general physician during the travel period.
• Customers can raise a request to the 24X7 hotline number that will be made available to them post availing this assistance.
• Based on the request, Across Assist will arrange a tele-consultation with the general physician.
• Only 1 doctor tele-consultation will be provided during the trip duration

b. Exclusions:

• Any doctor fees or other charges to be incurred for the tele-consultation shall be borne by the customer only. Consent & payment will be taken from the customer before arranging the tele-consultation
• GoIbibo or Across Assist won’t take any responsibility of medical condition or medical progress of the customer.
• No responsibility is taken for the medical condition or medical progress of patient.

c. Process flow:

• Customers have to raise a request via 24X7 hotline number of Across Assist that will be made available post purchase
• Across Assist will be assigned and case will be registered within 6 min post obtaining the booking details
• Across Assist will take a consent for the doctor fee payment and shares a payment link for the tele-consultation
charges
• Tele-consultation with general physician will be arranged within 15-20 min post request registration & payment
• Across Assist will coordinate with the customer for ongoing updates and close the request post the tele-consultation ends

The Travel Insurance as a complimentary inbuilt product underwritten by TATA AIG General Insurance Company Limited consists of following benefits:

a) Inclusions:

UIN Number: TATTGDP23099V022223

b) Conditions applicable to this cover:

• The Person should be between the age of 6 months to 70 years
• Travel insurance will be applicable for Indian residents only
• The policy is valid only for customers of GoIbibo

For detailed T&C of travel insurance, customer can refer to the wordings here.

An email with booking confirmation will be sent by GoIbibo in the name of the individual as registered with GoIbibo, on his/her email id within 3 working days of the transaction.