Accident Before Trip: Travel Company Refused Refund; Here’s the Court’s Verdict

Consumer Court: A Bengaluru family booked a trip to Singapore, but their son met with an accident before the journey. When the company refused to issue a refund despite this, the family approached the consumer court.

Legal News: The Karnataka State Consumer Commission has ordered MakeMyTrip to refund an advance payment of ₹76,000 and pay ₹10,000 in compensation to a Bengaluru family whose trip was cancelled due to an accident.

The Karnataka Consumer Commission ordered MakeMyTrip to refund ₹76,000 (along with interest) and pay ₹10,000 in compensation to a Bengaluru resident. The family's Singapore trip, scheduled for 2017, had to be cancelled because the son was involved in a road accident.

Dismissing MakeMyTrip's appeal, the Karnataka State Consumer Commission upheld the Bengaluru District Consumer Commission's order, which had directed the company to refund the advance amount with interest and pay compensation.

What did the court say during the hearing?

While dismissing the appeal, the Commission stated that the trip was cancelled for a valid reason; therefore, MakeMyTrip was required to refund the customer's entire advance payment. The complainant had deposited ₹76,000 as an advance for the Singapore tour but had to cancel the trip due to his son's road accident. Instead of refunding the full amount, the company deducted 20% of the sum, prompting the complainant to approach the consumer commission.

Advance deposited for Singapore tour

According to the complaint, the individual had deposited an advance of ₹76,000 for the Singapore tour. The trip had to be cancelled following the son's road accident, after which he requested a refund of the advance amount.

The company refused to refund the full advance and deducted 20% of the amount. Subsequently, an order was issued directing the company to pay compensation and legal costs, a decision the company challenged before the State Commission.

No grounds to alter the order

The State Consumer Commission observed that the complainant had only deposited the advance amount and the company had not made any specific arrangements [that would justify the deduction]. Therefore, it is appropriate to refund the entire advance amount if the trip is cancelled. Upholding the order of the District Consumer Commission, the Commission dismissed MakeMyTrip's appeal.

While dismissing MakeMyTrip's appeal, the State Consumer Commission upheld the District Commission's order and directed the company to refund ₹76,000 (along with interest) and pay ₹10,000 towards compensation and legal expenses.

If you are forced to cancel a trip due to a genuine emergency and the travel company has not yet booked tickets or made other reservations, it cannot arbitrarily withhold your advance payment. If a refund is refused without valid reason, you can file a complaint with the Consumer Commission to claim the refund, interest, compensation, and legal costs.