Ethiopian Airlines asked to pay Rs 2.64L to Secunderabad resident for tickets booked during lockdown

Hyderabad: District Consumer Redressal Commission-II, Hyderabad, has directed Ethiopian Airlines to refund Rs 2.04 lakh and Rs 50,000 as compensation to a Secunderabad resident for causing mental agony. The commission also ordered the airline company to pay Rs 10,000 in litigation costs to him.

Case details

Satish Patangay, a resident of Tirumalgherry, Secunderabad had booked four tickets in February 2020, from Hyderabad to Kilmanjaro by Ethiopian Airlines for travel on July 30, 2020. He had booked a return flight on August 9, 2020. These tickets were booked through LORVEN TOURS and travel. The ticket fare was Ra 51,032 per ticket (for four tickets Rs.2,04,128) in the name of Satish Patangay and three other family members.

Due to COVID-19 all the international flights were cancelled from March -2020 till March 2022. Only limited flights were operating and the Ethiopian Airlines also did not commence the normal flights. Accordingly, Ethiopian Airlines issued vouchers for Rs 51,032 per ticket on July 25, 2020, valid till July 24, 2021, instead of the request of Satish Patangay for a refund.

Ethiopian Airlines issued vouchers instead of a refund

Despite the request to refund the amount as international flights had not commenced by the Government of India or the Government of Tanzania had opened their borders, Ethiopian Airlines once again issued fresh vouchers on September 9, 2021, with validity till June 30, 2022, without considering the request of Satish Patangay for refund. Ethiopian Airlines insisted on utilizing the vouchers.

The fare offered by Ethiopian Airlines from Hyderabad to Kilimanjaro back in March 2023 was Rs 96,220 (per head total Rs 3,84,880 against total fare paid voucher value Rs 2,04,128) as per mail received for reservation by the Airlines. The Ethiopian Airlines insisted for a different amount of Rs.1,80,752 for the booking, but Satish Patangay had requested to at least issue tickets against the vouchers without collecting additional amount.

The issue was also taken up by the complainant with the Ministry through CPGRAMS five times, (latest one is dated June 8, 2022). However, the grievance officers closed the grievance, without following the guidelines and decision of the Supreme Court. Therefore, the complainant approached the consumer panel.

The Commission had admitted the complaint and issued notice to Ethiopian Airlines and Lorven Tours & Travels. Notice to Ethiopian Airlines returned unserved.

Ethiopian Airlines failed to respond

The Commission asked Satish Patangay to furnish the correct address. After furnishing the same, the Commission issued a fresh notice, and the same was served to Ethiopian Airlines. On August 30, 2023, there was no representation and the matter was posted for written version. On September 23, 2023, as neither Ethiopian Airlines nor Lorven Tours & Travels have not filed a written version within the stipulated time and there was also no representation on their behalf, they were set exparte.

The Court noted that Ethiopian Airlines was not fair enough in dealing with the passengers by not refunding the ticket fare, and Satish Patangay had suffered a lot, and he had to run from pillar to post despite specific orders/circulars issued by the Government of India still the Ethiopian Airlines have not refunded the ticket fare. It is observed that Ethiopian Airlines failed to appear and also failed to file a written version, this shows the attitude of Ethiopian Airlines concerning the notices issued by Consumer Commissions.

Hence the Commission ruled in favor of Satish Patfavorand directed the Ethiopian Airlino to refund the ticket fare of Rs 2.04 lakh, besides Rs 50,000 as compensation and Rs 10,000 towards litigation costs to him.