Noida: The district consumer disputes redressal commission (DCDRC) directed a Jaipur-based travel company to refund Rs 72,000 with 6% interest and pay Rs 4,000 as compensation for refusing to return the flight fare for a cancelled trip after the airline had initiated the refund. A Geja resident had booked a Singapore tour, which was later changed to Thailand. The consumer panel also directed the company to pay the complainant Rs 2,000 for mental anguish and another Rs 2,000 as litigation expenses.On July 22 last year, Hemant Vedi approached the commission seeking relief against alleged deficiency of services by Travel Destiny Now through its founder Tarun Yadav. Vedi said that he began correspondence via WhatsApp with the agency on May 15, 2025, regarding a proposed trip to Singapore, which was later revised to Thailand.A round trip from Delhi to Phuket was booked for two adults and one child, with departure scheduled for June 19 the same year. Vedi paid a total of Rs 2,67,750 and the agency issued a formal electronic communication containing the flight e-ticket on May 16. He requested details of the full cost and itinerary, which was refused by the travel agency on grounds that a final confirmation would be given only after the full payment of the travel fee.On May 16, however, Vedi’ s father suddenly passed away and he had to cancel the trip. He informed the travel agency with documentary evidence and requested the flights be cancelled. The agency claimed to have paid back the full booking amount but insisted that no refund would be made for the flight tickets, in full or in part, under any circumstances. The agency claimed that the tickets were booked through a third party, MakeMyTrip, and could not be refunded.Vedi, however, found that the airline, Air India, had cancelled the tickets and initiated the refund of Rs 67,750, which MakeMyTrip had deposited directly into the travel agency’ s account. Vedi claimed the agency had retained the refund, adding that he attempted to contact the travel agency through email and telephone, but failed to obtain a resolution.The commission issued a notice to the opposite party but, in the absence of any representation or counterclaim, proceedings were initiated ex parte on Oct 16, 2025. DCDRC noted that the complainant submitted photocopies of affidavits and other documents as documentary evidence in support of his complaint.“The complainant’s ex parte arguments were heard, and all evidence available on the file was examined. A review of the facts, circumstances and records of the case clearly shows that the complainant booked an Air India flight through MakeMyTrip. Air India refunded the booking amount to MakeMyTrip, which in turn paid the amount to the agency. The agency is responsible for refunding the amount. MakeMyTrip is not a necessary party and it is not necessary to implead it. Therefore, the defendant has committed a deficiency in service by not paying the amount and the complaint is admissible,” the commission ruled.
