Saturday, July 10, 2021

Travel portal, airline asked to pay Rs 20k relief to Bengaluru couple

Bengaluru: Advancing a flight from Bengaluru to Kolkata without alerting in advance a Bengaluru couple who had booked tickets proved costly for an airline and online travel company. A consumer court has ordered them to pay a compensation of Rs 20,000 to the couple, who ended up missing their flight.

In early 2015, Hulimavu residents Kailash Narayanan, 37, and his wife Usha Radhakrishnan, 33, decided to take a holiday to Bangkok and approached Bengaluru office of MakeMyTrip, whose representatives recommended they fly via Kolkata to Bangkok.

After the couple agreed to the idea, tickets were booked for the evening of January 24, 2015 on an IndiGo flight to Kolkata, and from there a connecting flight was booked to Thailand. But much to the couple’s chagrin, on the morning of the trip date, Kailash happened to notice online that the flight from Bengaluru was advanced by a few hours and no information was conveyed to them though they had provided their contact number at the time of ticket booking.

The Bengalureans rushed to the city airport in a desperate attempt to catch the advanced IndiGo flight but missed it. Despite urging the ground staff, they were only given an alternative flight on January 26, 2015 and were forced to remain at the airport for a longer period. The couple reached Bangkok two days later and missed out on some sightseeing and hotel bookings.

They returned home and contacted MakeMyTrip only to be told the airline had tried to reach their contact number to inform them about the change, but their phone was switched off. With no positive response from the travel portal or IndiGo, the couple approached the Bangalore IVth additional district consumer disputes redressal commission in Shantinagar on September 16, 2016 with a complaint against MakeMyTrip India Pvt Ltd and IndiGo.

The couple’s lawyer presented their case, while the portal’s lawyer stated that the cellphone number provided by the customer was switched off when they made multiple attempts to inform the couple about the flight time change. IndiGo’s attorney also maintained the passengers were inaccessible, but added an email about the change was sent to MakeMyTrip which had booked the tickets.

10/07/21 Petlee Peter/Times of India

To Read the News in full at Source, Click the Headline


Post a Comment