The Karnataka State Consumer Disputes Redressal Commission has dismissed an appeal by MakeMyTrip India Private Limited, requiring the travel agency to refund a Rs 76,000 advance with interest and pay Rs 10,000 in compensation and legal costs to a Bengaluru resident following a cancelled family vacation.
The order, issued on July 27 by a bench comprising judicial member Ravi Shankar and member Sunita C Bagewadi, upheld an April 3, 2019 ruling by the Bengaluru district consumer commission.
No Services Rendered Prior to Cancellation
The state panel determined that the cancellation was prompted by a genuine emergency after the traveller’s son met with an accident. In its findings, the commission observed that the travel company had not purchased travel tickets or finalized package arrangements after receiving the initial deposit. Because no bookings or financial commitments were executed by the agency, the panel held that the firm was obligated to return the full deposit amount.
The commission noted that while both parties were heard during the appeal proceedings, the district forum’s original judgment contained no legal errors or procedural irregularities requiring interference.
Origin of the Consumer Dispute
The case stems from July 8, 2017, when the customer deposited Rs 76,000 toward a Rs 2,90,808 Singapore tour package for four family members, scheduled from September 27 to October 3, 2017.
On September 1, 2017, prior to paying the remaining balance, the family cancelled the reservation due to the son’s injury. Rather than returning the advance deposit, MakeMyTrip retained 20 percent of the total tour package cost. The customer subsequently filed a complaint with the district consumer forum, citing deficiency in service.
District Forum Relief Upheld
The district commission ruled in favor of the consumer, directing MakeMyTrip to return the Rs 76,000 advance along with 9 percent annual interest calculated from the complaint’s filing date until full realization. The forum additionally awarded Rs 5,000 as compensation and Rs 5,000 for litigation expenses.
Following MakeMyTrip’s unsuccessful appeal, the state commission confirmed the relief measures and ordered that funds deposited during the appellate process be transferred to the district commission for final disbursal to the complainant.
