A consumer disputes redressal commission in the capital has directed a private travel agency to refund Rs 5,43,551 to four passengers after improperly demanding nearly Rs 3 lakh extra to reschedule international flights originally marketed as flexible bookings.
The District Consumer Disputes Redressal Commission (South-II), Delhi, bench—comprising President Monika Aggarwal Srivastava and members Dr. Rajender Dhar and Ritu Garodia—held that the travel agency engaged in unfair trade practices, concealed hidden costs, and committed a deficiency in service by attempting to extract additional money from customers through mis-selling.
Alongside the complete ticket refund, the commission awarded the four flyers Rs 30,000 as compensation for mental harassment and Rs 20,000 toward litigation expenses. The agency was ordered to pay 6 percent annual interest on the Rs 5,43,551 refund amount, calculated from the complaint filing date of September 19, 2024, until full realization. The firm has been given a 60-day window to comply with the ruling, after which the entire award will accrue interest at an escalated rate of 7 percent per annum.
Dispute Over Flexible Booking Claims
The dispute originated from bookings made on April 6, 2024, when the four passengers paid Rs 5,43,551 for round-trip travel from Delhi to Amsterdam connecting via Helsinki. Their itinerary was scheduled for departure on April 20 and return on April 27.
Prior to purchase, the agency had assured the travelers that the tickets fell under an open-ticket arrangement, entitling them to modify travel dates within a one-year window without attracting airline penalties, rescheduling fees, or other supplementary levies.
On April 18, two days before their planned departure, the travelers discovered that their visa applications would not be cleared in time. They notified the travel firm through an established WhatsApp communication group and formally requested alternative travel dates.
Although their visas were approved on April 27, the agency later issued an additional demand on May 14 for Rs 2.98 lakh to execute the rescheduling. Unwilling to bear the unforeseen expense, the flyers opted not to proceed with the trip and sought a complete refund of their original ticket costs.
Company Defense And Commission Findings
In its response before the consumer panel, the travel company sought the dismissal of the complaint, contending that it functioned solely as a booking facilitator without authority over airline scheduling rules, travel authorizations, or consular visa processing. The company argued that the tickets were non-refundable, denied promising penalty-free adjustments, and claimed the flyers had been notified that date modifications remained subject to airline policies and potential fare differences.
In their submissions, the travelers produced ticket copies, payment receipts, and transcripts of their WhatsApp exchanges with company representatives.
Upon reviewing the evidence, the bench concluded that the passengers purchased the tickets after being led to believe—particularly through representations in the WhatsApp chats—that they were securing open tickets. Characterizing the May 14 demand for Rs 2.98 lakh as wholly unwarranted, uncalled for, and unjustified, the commission ruled that the travel agency’s conduct forced the complainants to abandon their journey, warranting full restitution alongside damages and legal costs.
