Travel firm fined Rs 30K for spoiling city family’s trip

CHANDIGARH: The District Consumer Disputes Redressal Forum has directed MakeMyTrip India Pvt Ltd to pay a compensation of Rs 5,000 each to six members of a family along with litigation cost of Rs 20,000 for deficiency in service.

Tribune News Service

Chandigarh, April 24

The District Consumer Disputes Redressal Forum has directed MakeMyTrip India Pvt Ltd to pay a compensation of Rs 5,000 each to six members of a family along with litigation cost of Rs 20,000 for deficiency in service.

In a complaint to the forum, Sandeep Arora and five other members of his family, all residents of Sector 33, Chandigarh, stated that after seeing photographs of accommodation on the website of MakeMyTrip, they finalised their stay from June 4 to 5, 2018, at The Tattva Resort, Joshimath, from June 5 to 7 at Birdsong and Beyond by Open Sky, Pokhari, and from June 7 to 8 with V Resorts Camp, Lansdowne, in Uttarakhand. They got booking of the resorts confirmed on MakeMyTrip.

As per the online claim made by the travel firm, it was disclosed to the complainants that the distance from Joshimath to Pokhari was 41.5 km whereas the distance actually was 117 km instead of 41.5 km involving several hours of journey. After making a tiring and draining journey, when the complainants reached Birdsong and Beyond by Open Sky, they were shocked to know from the manager that there was no booking for them from June 5 to 7 and that MakeMyTrip was already informed about non-availability of room. The complainants contacted the travel firm, but to no avail. Left in the lurch, the complainants had to fend for themselves in the middle of the night with two minor children.

On reaching V Resorts, Lansdowne, the complainants came to know that it was non-approachable and substandard. After parking their car, they had to wade through river waters. In the name of accommodation, they were provided a torn tent, which had a table fan and a low-watt bulb. There was no attached washroom. The toilets were dirty and common for all guests.

The matter was reported to MakeMyTrip. Instead of refunding the entire booking amount, the firm paid Rs 14,838.

In its reply, MakeMyTrip stated that it had tried its level best to find an alternative accommodation for the complainants.

After hearing the arguments, the forum concluded that it was a clear case of deficiency in service. It directed MakeMyTrip to pay Rs 5,000 each to the six complainants as compensation, along with litigation cost of Rs 20,000.