MakeMyTrip held liable for spoiling honeymoon: Hyderabad consumer court orders refund of cancelled flight

Hyderabad: Sai Anjaneya Vinay Kumar (31), a private employee and a resident of Secunderabad, who planned a joyous honeymoon trip to Chandigarh, ended up with considerable frustration and disappointment after Make My Trip India Pvt Ltd and Go First Airlines India Ltd cancelled flight services and also failed to initiate a proper refund.

After he was informed of the untimely flight cancellation, Vinay Kumar felt that he lost his reputation before his wife, family members and relatives. With no option left, on February 1, 2022, he knocked on the doors of the District Consumer Disputes Redressal Commission in Hyderabad seeking justice.

After hearing all the arguments, the commission asked MakeMyTrip India to compensate for spoiling Vinay’s honeymoon trip by cancelling the flights and not issuing a refund. It ordered the ticket booking portal to refund Rs 73,749 towards the tickets, another Rs 25,000 as compensation and Rs 5,000 to cover costs for litigation.

Case details

Vinay Kumar planned a honeymoon trip between January 7 to 12, 2022, after his marriage on December 29, 2021. Through Make My Trip, he booked a flight with Go First Airlines. Vinay Kumar was charged Rs 57,999 for a travel package which included flight fare, pick up and drop at Chandigarh Airport, local conveniences, lodging, boarding and photography tours.

On November 19, 2021, Vinay Kumar paid Rs 21,000 as an advance and with that initial payment, the tour operator booked tickets. On November 28, Vinay Kumar paid the remaining Rs 36,999 to the tour operators.

Tour operator cancels flight, demands extra

On December 21, he received an email from Go First, informing him that the flight from Chandigarh to Hyderabad on January 12, 2022, was cancelled.

On December 29, Vinay Kumar received another message from Go First that even the flight booked from Hyderabad to Chandigarh on January 7, 2022, was cancelled. The tour operator suggested alternative flights but asked Vinay Kumar to pay an extra amount of Rs 15,570 to book the flight, which Vinay paid.

However, the tour operator insisted on another payment. Shocked and frustrated, Vinay Kumar cancelled the trip and approached the commission for redressal. Both parties were also called and their oral and written submissions were made to the commission.

Go First denies allegations

After Vinay Kumar approached the commission for redressal, Go First filed its written version, denying the allegations made in the complaint. Go First representatives said Vinay Kumar had neither made any travel booking with them nor had paid any amount against such booking.

It further contended that the scheduled flight, booked by Make My Trip, was cancelled due to operational reasons beyond their control and the same was conveyed to Vinay Kumar well within time. Go First also said that they duly refunded the amount charged against the booking of tickets to Make My Trip on January 9, 2022. Claiming no deficiency of service on their part, it requested the commission to dismiss the complaint against them.

Make My Trip demanded more for alternative arrangements

After hearing arguments from all parties, the commission for redressal noted that Make My Trip demanded more amount from Vinay Kumar for alternative arrangements which would have cost Vinay more and also consumed more time than the original flight schedule which was cancelled by Go First.

The court noted that after Vinay demanded the refund, Go Airlines India Ltd sent the same to Make My Trip to pay back for the tickets. However, the court said, Make My Trip failed to send the amount to Vinay Kumar.

Complaint against Go First dismissed

Calling it an unfair practice, the commission for redressal rebuked Make My Trip for not refunding the amount and for the deficiency in rendering services to Vinay Kumar. As there is no deficiency on the part of Go First Airlines, the complaint against them was dismissed.

The commission concluded that Vinay Kumar is entitled to a refund of Rs 73,749 – paid by him towards the tour package charges – together with interest at 9 per cent per annum from the date of filing of the complaint, till realisation from Make My Trip India Pvt Ltd.

The commission for redressal also ordered Make My Trip to pay a compensation of Rs 25,000 to Vinay Kumar for spoiling the honeymoon trip and thus causing inconvenience and mental agony to him. Apart from that, the commission for redressal also ordered Make My Trip to pay Rs 5,000 towards the litigation costs to Vinay Kumar within 45 days of receipt of the order.