District Commission Orders MakeMyTrip, Go Airlines to Compensate for Flight Cancellations

In a recent ruling, the District Consumer Disputes Redressal Commission-I, U.T. Chandigarh, has directed MakeMyTrip (MMT) and Go Airlines to compensate a complainant for deficiency in service and unfair trade practices. The Commission, presided by Shri Pawanjit Singh (President), Mrs. Surjeet Kaur (Member), and Shri Suresh Kumar Sardana (Member), addressed a case involving flight cancellations and rescheduling that caused significant inconvenience and extra expenses for the complainant. The decision highlights the responsibility of service providers in addressing customer grievances and ensuring fair compensation.

Background of the Case

• The complainant booked four air tickets to travel on Go Airlines through MakeMyTrip, with the departure set for 1st April 2023 from New Delhi to Phuket, Thailand. Additionally, the complainant booked hotel accommodations in Phuket through MMT and Agoda Travel Company.
• On 10th March 2023, Go Airlines informed the complainant that the flight had been cancelled due to operational reasons. They offered an alternative flight on the same day, which was delayed by approximately 4 hours. However, this rescheduled flight was subsequently cancelled as well.
• The complainant was then offered another flight departing on 2nd April 2023, which caused additional costs of up to Rs. 9,000. These costs included rescheduling the hotel stay in Krabi and the loss of a hotel booking in Phuket for 3rd April 2023. Dissatisfied, the complainant sent a legal notice to MMT and Go Airlines, but the grievances were left unaddressed.

Contentions of the Parties

• MMT argued that it merely acted as a facilitator between the customer and the airline, contending that the complainant had agreed to the terms and conditions during the booking process.
• On the other hand, Go Airlines did not appear before the District Commission, resulting in an ex-parte proceeding against it.

Observations of the Commission

• The District Commission acknowledged the complainant’s evidence, which demonstrated the extra expenses incurred due to the flight cancellations and rescheduled hotel bookings. It was noted that the complainant’s family could not use their hotel room in Phuket on the night of 3rd April 2023, directly due to the cancellations.
• The Commission ruled that the complainant was entitled to a refund of Rs. 6,384 for the unused hotel booking and Rs. 2,516 for the rescheduled stay in Krabi.
• It further held MakeMyTrip and Go Airlines liable for deficiency in service and unfair trade practices, noting that MMT’s defense of being an intermediary could not exempt it from responsibility in the matter.

Final Ruling

• The District Commission directed Go Airlines and MMT to pay a total of Rs. 8,900 to the complainant with 9% interest per annum. Additionally, they were ordered to pay Rs. 10,000 as compensation for mental agony and litigation costs.
• The ruling emphasizes the accountability of service providers in the travel sector and reaffirms the rights of consumers to seek redressal for service deficiencies and unfair practices.

Click to read: Amit Kohar vs. MakeMyTrip and Another, CC/206/2023