Parminder Oberoi, a Gurugram resident, filed a complaint against Yatra Online Pvt. Ltd. and British Airways under Section 35 of the Consumer Protection Act. Her ordeal revolved around disrupted travel plans that prompted her pursuit for a refund on booked tickets.
After thorough review and consideration of evidence and arguments presented by both parties, the District Consumer Disputes Redressal Commission, led by President Shri Sanjeev Jindal, along with members Ms. Jyoti Siwach and Ms. Khushwinder Kaur, issued a detailed order on November 17, 2023.
Expressing dismay, President Sanjeev Jindal remarked, “It is astonishing that both Yatra.Com and British Airways collaborated to deny the complainant her rightful claim.” The Commission heavily criticized the companies for their “unethical conduct,” compelling Ms. Oberoi, a 71-year-old senior citizen, to undergo considerable distress in pursuit of a fair resolution.
The Commission identified service deficiencies on the part of both Yatra Online Pvt. Ltd. and British Airways for failing to refund the entire ticket amount.
In compliance with the order, both companies must jointly and severally compensate Ms. Oberoi with Rs. 59,147/- plus 9% annual interest from the booking date until payment realization.
Additional compensation includes Rs. 50,000/- for mental and physical distress, along with a deterrent compensation of Rs. 50,000/- and litigation expenses of Rs. 33,000/-.
The Commission cautioned the companies, mandating additional penal interest at 12% per annum if the order remains unfulfilled within 45 days. This serves as a stern notice to ensure timely compliance with the directive.
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