MakeMyTrip ordered to compensate Chandigarh resident for faulty hotel reservations
The National Consumer Dispute Resolution Commission ordered Make My Trip India Private Limited (MMT), a travel and travel agency, to pay Rs 92,308 to a resident of Chandigarh for negligence, for being unable to book a hotel in Bangkok for the complainant.
Because of this, the client had to stay in the Bangkok airport detention center and pay 1040 Thai Bhatt as a fee.
The complainant, Shubham, said he had planned a vacation in Pattaya, Bangkok. As such, he booked his round-trip plane tickets on October 22, 2019 with MMT.
The complainant also made a prepaid hotel reservation for the “JP Villa Hotel, Pattaya” on MMT’s website on October 10 for a stay in Bangkok from November 15 to 18.
When he arrived in Bangkok on November 15, the immigration officer wanted to verify the return plane ticket as well as the accommodation arrangements to stay in the city, which are prerequisites for obtaining ‘a visa on arrival.
“Subsequently, the immigration officer called said hotel, was shocked to know that there was no reservation, which is why the immigration officer did not allow the complainant to go out. from Bangkok airport and he was taken to the airport jail (detention center). The applicant hired 1040 Thai Bhatt as living expenses in the airport prison, on receipt. The complainant attempted to contact the opposing parties’ hotline by phone on numerous occasions, but to no avail, ”the complaint said.
The immigration officer asked Shubham to return to India immediately, so he called his parents, who contacted the travel agent and booked his return ticket for November 16.
Shubham contacted MMT on his return, where a MMT employee admitted the error and said the hotel reservation could not be processed due to a server error, adding that the company would compensate for this error with Rs 3,000. plus the amount of the hotel reservation. and said employee also sent an SMS in this regard.
On November 19, 2019, the company reimbursed a sum of Rs 4,274 as a hotel reservation fee, but no compensation was paid, as a result of which Shubham filed a complaint with the Consumers Commission.
In response, Make My Trip India Private Limited argued that the issuance of confirmed booking / hotel vouchers, they fulfilled their duties and obligations as a plaintiff and also paid the full amount of the booking which is Rs 46.49 and even offered Rs 3000 with Future “FTV” Travel Vouchers worth 500 rupees and the same was accepted by the plaintiff.
It was further stated that they simply act as a facilitator for booking airline and hotel tickets on behalf of clients with relevant service providers and, upon client’s request, pass them on to suppliers. relevant hotel / hospitality departments and upon receipt of confirmation from them, the booking ID was generated and the confirmation was shared with the customer.
The Commission, after hearing the arguments, found it clear that there had been negligence on the part of MMT because the deportation reflected the complainant’s ongoing international record and he was now ordered to face undue difficulty in obtaining a visa or employment opportunities in other countries. countries.
In the present dispute, MMT were service providers in that they had to give confirmed booking details to the complainant, while the confirmed booking details provided by MMT were not true and which they had attempted to deceive the complainant by giving him false details.