Family’s Thailand Dream Vacation Turns into Nightmare: MakeMyTrip and Go First Fined!

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Introduction

A recent ruling from a District Consumer Disputes Redressal Commission in Chandigarh has hit MakeMyTrip and Go First with a fine of Rs 19,000. The decision comes after a family’s much-anticipated trip to Thailand was thrown into chaos by repeated flight cancellations in April 2023.

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Trip Disruptions: What Happened?

Chandigarh resident Amit Kohar and his family were excited for their vacation in Thailand, having booked flights through MakeMyTrip for Go First from New Delhi to Phuket. They also arranged hotel stays in Krabi and Phuket through the platform. However, just weeks before their departure, Go First informed them that their flight on April 1 was canceled due to “operational reasons.”

Despite being offered a replacement flight, that too was canceled, forcing them to reschedule for April 2. As a result, the family missed their prepaid hotel stay in Krabi and lost money on their Phuket accommodations. Frustrated, Amit Kohar argued that both MakeMyTrip and Go First were responsible for their financial losses and the emotional stress they experienced.

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MakeMyTrip’s Defense and Go First’s Absence

In response, MakeMyTrip claimed it was merely an intermediary in the booking process and shouldn’t be held liable for the flight cancellations. They pointed out that their user agreement states they have no control over airline decisions or refund policies.

Go First, however, did not attend any of the hearings, leading to an automatic judgment against them.

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The Commission’s Ruling

After examining the case, the Consumer Commission found both MakeMyTrip and Go First at fault for service deficiencies. According to the Consumer Protection (E-Commerce) Rules, 2020, online platforms like MakeMyTrip must ensure effective service delivery to consumers.

Go First’s absence in court and the ongoing flight cancellations were considered negligent, resulting in what the Commission called a “deficiency in service.”

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Compensation Ordered

The Commission ordered the two companies to jointly refund Rs 8,900 to the complainant, covering:

• Rs 6,384 for the unused hotel stay in Phuket
• Rs 2,516 for the lost stay in Krabi

Additionally, they were instructed to pay Rs 10,000 for the mental anguish and stress caused to Amit and his family, along with the litigation costs. The order also specified that if the payment wasn’t made within 45 days, interest would be applied.

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Conclusion

This case highlights the importance of accountability in the travel industry. Families planning vacations deserve better support and assurance from travel platforms and airlines.

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