Flight Cancelled Amid India-Pakistan Tensions; Travel Company Ordered to Refund ₹1.11 Lakh to Passenger

A couple did not receive a full refund from the tour company after their flight was cancelled. The matter reached the Consumer Commission, which ordered the company to refund ₹1.11 lakh and pay compensation for mental agony and litigation costs.

What would you do if you planned a trip, only to have it cancelled because of your tour company? A similar case has come to light. A couple had purchased a tour package worth ₹1 lakh for a holiday but had to cancel it due to personal reasons. When they asked the company for a refund, the company’s response was entirely unexpected.

The incident reportedly took place in Mysuru, Karnataka. The complainant stated that he and his wife had planned a trip to Uttarakhand and booked a six-day tour from May 8 to May 13. The couple paid the company ₹1,10,461 for the entire tour, which included round-trip flights.

Reason for Cancellation

It was later revealed that the flight was cancelled due to the tense situation between India and Pakistan. Consequently, the couple asked the company for a refund and also inquired about alternative dates for the tour.

Why Did the Company Refund Only ₹66,000?

According to the complainant, instead of refunding the full amount, the company issued a refund of only ₹66,000. Furthermore, this amount was provided in the form of a gift voucher valid for 12 months rather than a cash refund.

The complainant also noted that the airline had already refunded the ticket costs to all passengers, yet the travel company had not returned their money. As a result, the complainant decided to approach the Consumer Commission.

Company’s Argument

The company claimed that the flight cancellation was beyond its control, describing itself merely as an intermediary. It also maintained that the booking was non-refundable; nevertheless, it had refunded ₹66,000 to the customer.

Consumer Commission’s Verdict

A thorough examination of the case by the Consumer Commission revealed that the company had failed to adopt a proper approach regarding the refund and the scheduling. The Commission observed that since the couple did not avail themselves of any services, they were fully entitled to a refund of their money. The Commission ordered the travel company to pay ₹1.11 lakh as a refund, ₹20,000 as compensation for mental agony and inconvenience, and ₹5,000 towards litigation costs—bringing the total payment to approximately ₹1.36 lakh.