Chandigarh consumer panel orders refund and compensation for canceled Canada-India flight

A consumer commission in Chandigarh has directed an online travel booking platform and airlines to refund a ticket amount and pay compensation after a cancellation dispute. The case arose when a local resident booked a trip from Canada to New Delhi for his son, costing Rs 70,878, scheduled for November 2022. Due to personal reasons, the booking was canceled just a day after it was made and several days prior to the departure date.

Although the portal initially confirmed that the cancellation was accepted and a refund had been initiated, it later reversed its stance, claiming the tickets were non-refundable. After receiving no response to a legal notice, the father filed a complaint alleging service deficiency and unfair trade practices.

The travel portal argued it was merely an intermediary and that the tickets were clearly marked as non-refundable. However, the commission rejected this argument, noting that inconsistent communication and failing to process the refund after initial assurances left the consumer facing financial loss and mental agony. The panel ordered the refund alongside Rs 15,000 for compensation and costs.