Panaji: The North Goa District Consumer Dispute Redressal Commission directed an online travel company to refund Rs 65,624 to a Valpoi couple for failing to refund their flight fares after cancellation.According to the complaint, on April 21, 2023, Sushant Gaonkar and Priyanka Gaonkar, residents of Valpoi, booked a holiday tour package via MakeMyTrip and paid Rs 65,624, which included flight charges, airfare, stay and sightseeing for four nights and five days.On May 7, 2023, a representative of the travel company informed Gaonkar that the flights of Go Air, booked as part of the package, were called off until May 12, with no assurance they would resume later. The representative told them to manage the flights on their own to the first stop of the tour package.Gaonkar requested the company to arrange the flights and rescheduled the trip dates. The next day, the company informed the Gaonkars that all Go Air flights were cancelled until May 19 due to operational issues.Gaonkar requested the company to manage the trip between May 6 and May 20, and sought a refund in case of cancellation, but received no response. Later, Gaonkar cancelled the tour and demanded a full refund. The company said the refund process would take 30 to 45 days.When the Gaonkars enquired about the refund status, they learnt the company had closed the request. On Aug 9, 2023, a representative said the company had agreed to reschedule the trip, but the Gaonkars refused as it was too late.The company then informed Gaonkar that the refund amount would be forfeited if the tour package was not availed by Sept 30. Gaonkar subsequently served a legal notice.The company argued that the complaint was based on fictitious and arbitrary grounds and denied all allegations.The commission, presided over by president Bela Naik, with members Auroliano de Oliveira and Rejitha Rajan, observed that the company was trying to escape its liabilities despite the transaction being carried out by them. It held that the company took shelter under the cancellation policy to avoid refunding the full amount and found it liable for unfair trade practice.
