In a recent decision, the District Consumer Disputes Redressal Commission-I, U.T. Chandigarh, has ruled in favor of a consumer, Vikram Singh, in a dispute against Air India, Vistara Airlines, and Indian Railway Catering and Tourism Corporation (IRCTC) over the cancellation of air tickets during the COVID-19 pandemic.
Vikram Singh had booked four air tickets through IRCTC for travel from Kolkata to Port Blair on 27.3.2020 and a return journey to Delhi on 1.4.2020, amounting to Rs. 72,524.38. Due to the pandemic, the tickets were canceled, leading to partial refunds by Air India and Vistara Airlines, with both deducting cancellation charges.
The consumer complaint, filed under Section 35 of the Consumer Protection Act 2019, alleged deficiency in service and unfair trade practice by the airlines and IRCTC.
The Commission, headed by President Shri Pawanjit Singh and members Mrs. Surjeet Kaur and Shri Suresh Kumar Sardana, examined the evidence and delivered the following key findings:
- Admitted Case of Ticket Booking:“It is an admitted case that the complainant booked air tickets through IRCTC for travel with Air India and Vistara Airlines. The total amount paid was Rs. 72,524.38.”
- Refund Deductions by Airlines: “The airlines, specifically Air India and Vistara, had deducted amounts of Rs. 10,500/- and Rs. 12,000/-, respectively, as cancellation charges during the COVID-19 period.”
- IRCTC’s Role and Deficiency in Service: “IRCTC, acting as an agent, received the deducted amounts from the airlines but failed to refund the entire sums to the complainant. This constitutes a deficiency in service on the part of IRCTC.”
- Order for Refund and Compensation: “IRCTC is directed to refund Rs. 10,500/- with interest to the complainant. Additionally, Vistara Airlines and IRCTC are jointly and severally directed to refund Rs. 12,000/- with interest. A compensation of Rs. 10,000/- for mental agony and harassment is awarded, along with litigation costs of Rs. 10,000/-.”
- Dismissal of Complaint Against Air India:“The complaint against Air India is dismissed.”
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The Commission ordered OPs No.2&3 to comply with the refund and compensation directives within thirty days. Failure to do so would attract an interest rate of 12% per annum.
Case Name:Vikram Singh Vs Air India through it Chief Executive Officer
Case No: CC/898/2021
Bench: Pawanjit Singh,President and Surjeet Kaur and Suresh Kumar Sardana, Members
Order dated: 03.11.2023