Chandigarh: A consumer commission in Chandigarh has directed travel platform MakeMyTrip to reimburse more than Rs 13 lakh to three Mohali residents after their planned vacation to Switzerland was cancelled due to visa rejection allegedly linked to improper handling of documents.
The ruling was delivered by the District Consumer Disputes Redressal Commission, Chandigarh, while hearing separate complaints filed by Gurdeep Singh Sekhon and two other residents of Mohali.
According to the complainants, they had booked an international holiday package for May 5 to May 11, 2023, which included visits to Paris and two destinations in Switzerland. The travellers stated that they received booking confirmations and itinerary details through email and had submitted all necessary paperwork for visa processing, including passports, bank statements, property documents, Income Tax Returns and visa charges.
The three individuals reportedly paid Rs 6,57,879, Rs 4,38,928 and Rs 2,26,363 respectively for the tour package.
However, their plans collapsed after the Swiss Embassy denied their visa applications, citing insufficient justification regarding the purpose and conditions of stay. The complainants argued before the commission that the rejection stemmed from negligence by the travel company while preparing and forwarding their applications.
They further alleged that after initially assuring them of either an alternative package or a complete refund, the company later backed out and offered only a partial refund unless additional charges were paid for rescheduling the tour.
In response, the travel company denied any deficiency in service and maintained that it merely operates as an intermediary connecting customers with third-party service providers such as airlines and hotels. It also claimed that the bookings were non-refundable and that payments had already been transferred to vendors. The company added that it had nevertheless proposed a goodwill settlement by offering ₹1.10 lakh to each complainant or an option to reschedule the trip on payment of extra charges.
After examining the submissions, the commission observed that the company failed to establish that the visa applications had been processed correctly or that all relevant documents had been properly submitted to embassy authorities. It also noted the absence of records proving payments to hotels for accommodation arrangements.
The commission remarked that the offer to shift the travellers to another package itself reflected lapses in handling the visa process, especially since the complainants already held valid US visas.
Holding the company responsible for deficiency in service, the commission ordered it to refund the deposited amounts after deducting ₹15,000 as administrative expenses in each case. The panel also directed payment of interest at nine per cent annually from the dates the deposits were made until the final settlement.
Additionally, the commission awarded ₹25,000 each as compensation for mental distress and harassment, along with ₹10,000 towards litigation expenses for every complainant.
