The consumer forum found both companies guilty of a deficiency in service and unfair trade practices after an itinerary covering Delhi, New York, Miami, and Quito was altered without permission. The traveler sought a complete refund when a cancelled leg between Miami and Quito disrupted the entire trip, but both entities refused liability. The total compensation package of Rs 1.95 lakh comprises a Rs 1.55 lakh ticket refund, Rs 30,000 for damages, and Rs 10,000 to cover legal costs. The commission emphasized that a prudent booking platform must secure written authorization before modifying confirmed flights.
Key points
Travel booking platforms are legally required to obtain explicit authorization before mod…: Travel booking platforms are legally required to obtain explicit authorization before modifying passenger flight schedules.
Service providers cannot rely on zero-cancellation policies when schedule disruptions def…: Service providers cannot rely on zero-cancellation policies when schedule disruptions defeat the purpose of the trip.
Consumer commissions will hold both airlines and ticket aggregators jointly liable for un…: Consumer commissions will hold both airlines and ticket aggregators jointly liable for unfair trade practices.
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A consumer commission in Visakhapatnam has directed a travel booking website and an airline to pay Rs 1.95 lakh to a passenger after finding them guilty of changing his international flight itinerary without obtaining his consent, ultimately leaving him unable to undertake the planned trip. The Visakhapatnam District Consumer Disputes Redressal Commission ordered the two companies to refund Rs 1.55 lakh to the passenger, pay Rs 30,000 as compensation and Rs 10,000 towards litigation expenses.
The complaint concerned a round-trip booking made by the passenger and his friend through the travel website. As per the original itinerary, they were scheduled to leave Delhi for New York on September 4, 2024, travel onwards to Miami and then Quito, before returning to Miami and New York. Their return journey to Delhi was scheduled for September 11, 2024.
However, the passenger alleged that the flight timings were subsequently altered without his approval. He contacted the booking platform and told it that the revised schedule would not serve the purpose of his trip. He then sought cancellation of the tickets and a full refund,…
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