CHANDIGARH: A Chandigarh resident who cancelled flight tickets booked for his son shortly before the scheduled journey was denied a refund despite initially being told by the booking platform that the cancellation process had been initiated.The Chandigarh District Consumer Disputes Redressal Commission has now directed Yatra Online, Air Canada and Etihad Airways to refund Rs 70,878 to the complainant.The complainant had booked tickets for his son to travel from Winnipeg to New Delhi on November 3, 2022. However, due to personal exigencies, he cancelled the tickets on October 28, 2022.Following the cancellation, Yatra initially acknowledged the request and informed him that the refund process had been initiated. However, the platform subsequently refused to process the refund, citing the non-refundable nature of the tickets.The complainant then approached the consumer commission, alleging deficiency in service.Rejecting Yatra’s argument that it was merely an intermediary between the passenger and the airlines, the commission held that the platform was responsible for exercising due care while handling the cancellation and refund process.It also dismissed the objection challenging the commission’s territorial jurisdiction.Partly allowing the complaint, the commission directed Yatra Online, Air Canada and Etihad Airways to refund Rs 70,878 along with 9% annual interest. They were also directed to pay Rs 15,000 towards compensation and litigation expenses.
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