In a recent legal judgment from the District Consumer Disputes Redressal Commission-II, U.T. Chandigarh, consumer Kasim achieved a favorable outcome in a case lodged against Yatra Online Private Limited. The dispute, arising from the Consumer Complaint of 2019, traces its origins back to September 26, 2019, with the final verdict pronounced on December 22, 2023.
Booking Error Leading to Travel Hassles
Kasim, the plaintiff, had arranged an air ticket for his son, Mohd. Wasim, through Yatra Online, intending a journey from Delhi to Toronto. However, an inadvertent error unfolded as Yatra Online erroneously booked a ticket for an extended route: Delhi to Madrid, Madrid to Lisbon, and Lisbon to Toronto. This unintended itinerary necessitated a Transit Visa, resulting in Kasim’s son being denied entry at Delhi Airport on the scheduled travel date of September 3, 2019.
Unsuccessful Attempts to Rectify the Situation
Despite Kasim’s endeavors to cancel the erroneous ticket and request a refund, Yatra Online purportedly reassured him that there would be no issue with the initial booking. Consequently, Kasim had to procure a new ticket costing Rs. 88,000 to facilitate his son’s travel to Toronto.
Legal Proceedings and Ruling
The legal proceedings witnessed arguments presented by both parties. Yatra Online argued that the tickets were booked offline via a call and claimed that the complainant was duly informed about the Transit Visa requirement. However, the Commission’s findings diverged significantly from Yatra Online’s claims.
Commission President Mr. Amrinder Singh Sidhu and B.M. Sharma, Members, in their verdict, remarked, “The complainant alleged booking an air-ticket for his son… However, the Opposite Party failed to provide the professional services & guidance expected from their hired services.”
Mr. Sidhu further emphasized, “It is evident that the OP neglected to offer a hassle-free and the most direct route… Clearly, they failed in properly guiding & delivering the expected services to the complainant, which were part of the service agreement.”
Ruling and Directives
Consequently, the Commission upheld that Yatra Online was culpable for a service deficiency and engaged in unfair trade practices. The ruling partially sided with the complainant, instructing Yatra Online to reimburse an amount of Rs. 56,504 to Kasim, along with an interest rate of 9% per annum from the payment date.
Yatra Online is required to comply with the ruling within ninety days of the reception of the certified copy of the order.
This significant legal judgment showcases the importance of service delivery and accurate guidance, highlighting the consequences of service providers failing to meet consumer expectations in the travel industry.
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