The Visakhapatnam District Consumer Disputes Redressal Commission has directed a travel booking website and an airline to pay Rs 1.95 lakh to a passenger, citing deficiency in service and unfair trade practices. The commission’s October 31 order concluded that the companies had unilaterally altered the passenger's international flight itinerary without his approval, ultimately preventing him from undertaking his planned journey.
The dispute arose from a round-trip booking intended for September 2024. The passenger, traveling with a friend, had booked a multi-city route originating from Delhi to New York, followed by segments to Miami, Quito, and back to Delhi. According to the complaint, the airline modified the itinerary on May 26, 2024, and the travel website subsequently issued a new itinerary on June 4, 2024, without the passenger's consent. When the passenger requested a cancellation and full refund, the website rejected his claim despite the booking being made under a zero-cancellation policy.
During the proceedings, the travel website's counsel argued that the flight changes were initiated by the airline and were outside its control. The website claimed that the passenger had requested alternative arrangements, and that the zero-cancellation policy did not apply to airline-led schedule changes. Conversely, the airline's counsel stated that the changes were communicated well in advance and did not materially affect the travel plans. The airline further contended that it does not handle refunds for third-party bookings and that it had transferred Rs 14,545 to the travel agency, while alleging the passenger and his friend failed to board, resulting in a "no-show" status.
Key facts
- The commission awarded Rs 1.55 lakh as a refund, Rs 30,000 as compensation, and Rs 10,000 for litigation expenses.
- The original itinerary included travel to New York, Miami, and Quito, scheduled for September 4 to September 11, 2024.
- The order was delivered by commission President Gudla Tanuja and member Varri Krishna Murthy.
- The airline claimed it had transferred Rs 14,545 to the travel platform for the booking.
Why it matters
The ruling highlights the accountability of both travel aggregators and airlines in managing third-party bookings. The commission's decision underscores that companies cannot unilaterally modify itineraries without passenger consent, even when dealing with complex, multi-leg international travel plans.
Source: Times of India, Indian Express
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