New Delhi. Cancellation of a family’s flight proved costly for the travel company and airlines. In fact, Chandigarh’s District Consumer Dispute Redressal Commission has imposed a fine of Rs 19,000 on travel company MakeMyTrip and airline company Go First.
This fine has been imposed after the inconvenience caused to a family due to cancellation and rescheduling of flights during their Thailand trip.
According to a Bar & Bench report, a complaint filed by a Chandigarh resident explained how his family’s planned holiday in April 2023 was affected. He had booked a flight from New Delhi to Phuket through MakeMyTrip for Go First service. The family had also booked their accommodation in Krabi through MakeMyTrip, while the accommodation in Phuket was arranged separately.
GoFirst cited operational reasons
A few weeks before the scheduled departure, GoFirst cancelled the flight citing operational reasons. The airline offered a later flight, which was 3 hours and 40 minutes later than the original time, but this was also cancelled. A rescheduled flight was offered for April 2, 2023, depriving the family of their hotel stay in Krabi and their prepaid booking in Phuket.
The complainant held both MakeMyTrip and Go First responsible for the financial loss and inconvenience. He claimed that due to the flight change, he had to spend extra for his stay in Krabi, as well as the loss of a one-night booking in Phuket, which he could not use due to the delay in flights.
Cancelling flights amounts to ‘deficiency in service’
MakeMyTrip argued that it was only acting as an intermediary and is not responsible for disruptions in airline operations or flights. The company said it has no control over cancellations or refunds, as stated in its user agreement. Go First did not appear at the hearing and the matter proceeded ex parte against the airline. The Commission found both MakeMyTrip and Go First liable. The Commission also observed that Go First’s absence from the hearing and repeated cancellations of flights amounted to ‘deficiency in service’.
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