The District Consumer Disputes Redressal Commission has ordered MakeMyTrip to reimburse Rs 3,128 and compensate a Hyderabad resident with Rs 1,000 for service deficiencies. The resident, Mulpur Adam, purchased two online tickets to Goa for himself and his sister through MakeMyTrip. However, their return bus journey was filled with issues. The bus they had originally booked was cancelled due to technical issues, and after a delay of about four hours, a replacement bus was arranged. However, this bus also broke down, and the drivers and cleaner unexpectedly abandoned the bus without making any further arrangements. The complainant and his sister had to take a local bus to Hyderabad, resulting in a 17-hour journey. Despite multiple attempts to contact MakeMyTrip’s customer service for a refund, Adam received no response. He then filed a complaint seeking redressal through the consumer forum.
MakeMyTrip argued that Adam was informed about the cancellation four hours prior but refused to cancel the ticket and insisted on taking the alternative bus arranged by the travel agency. They claimed that they had reimbursed 55 percent of the booking amount and stated that they were merely an intermediary between the complainant and the service provider. They denied any unfair trade practice or deficiency in service on their part.
The court, however, ruled in favor of the complainant, stating that MakeMyTrip should have informed Adam about the cancellation in advance and provided an alternative or refunded the booking price. The court noted that MakeMyTrip did not provide any documentation to support their claim that they informed Adam in advance. It also observed that MakeMyTrip had failed to provide adequate service. Therefore, the court ordered MakeMyTrip to refund the booking amount of Rs 3,128 along with nine percent interest, compensate Adam with Rs 1,000, and cover the costs of the litigation.
Overall, this case highlights the importance of service providers being transparent and responsible in their dealings with customers. The court’s decision emphasizes that companies must inform customers about any changes or cancellations and provide appropriate compensation for service deficiencies.