Consumer Court Rules Against Airline and Travel Agency
The District Consumer Disputes Redressal Commission in Ludhiana has found a travel agency and an airline guilty of deficiency in service after a student missed his connecting international flight due to a domestic flight delay. The Commission directed the opposite parties to refund Rs 45,656.12 along with interest and litigation costs of Rs 10,000 to the complainant, Rajiv Modgill, a resident of Basant Avenue, Dugri, Ludhiana.
Details of the Case
According to the complaint filed by Rajiv Modgill and his son Ishaan Modgill, an international air ticket was booked through E-Dream Travel Private Limited for Vistara Airlines. The itinerary was from Amritsar to Adelaide, Australia, via Delhi, Mumbai, and Vietnam, with a total ticket cost of Rs 40,352. The journey was scheduled to commence on March 2, 2024. Ishaan, a student pursuing a technical course in Australia, needed to reach in time for his classes.
The complainants alleged that the domestic flight from Amritsar to Delhi departed approximately two hours late. As a result, Ishaan arrived in Delhi after the connecting flight to Mumbai had already departed. Although the airline arranged an alternative flight to Mumbai, Ishaan subsequently missed the international flight from Mumbai to Vietnam and the onward connection to Australia.
Additional Expenses Incurred
To ensure his son reached Australia in time to attend classes, Rajiv Modgill purchased a new ticket via Singapore Airlines at a cost of Rs 73,083. Ishaan ultimately arrived in Adelaide on March 4, 2024, and attended his classes shortly thereafter. The complainants stated that despite assurances from the travel portal to reimburse the entire amount spent on the new ticket, only Rs 27,426 was refunded. Repeated attempts via emails and telephone calls failed to secure further relief, leading to the consumer complaint.
Commission's Order
Both opposite parties failed to appear before the Commission despite service and were proceeded against ex parte. After examining the unrebutted evidence, the Commission, comprising President Sanjeev Batra and Member Monika Bhagat, concluded that the complainants had successfully established a deficiency in service and unfair trade practice by the travel portal and airline. The Commission observed that the complainants incurred additional expenditure due to the disruption of the travel itinerary.
The Commission directed the opposite parties to refund Rs 45,656.12, which is the balance amount spent on the fresh ticket after adjusting the partial refund already received. Additionally, interest at the rate of 8 per cent per annum from March 3, 2024, until actual payment was awarded, along with composite litigation costs of Rs 10,000. The amount is to be paid within 30 days of the order.
