The Chandigarh District Consumer Disputes Redressal Commission has taken a significant step in consumer rights related to air travel, ordering a private airline to refund USD 500 (Rs 31,441) that a passenger paid for rescheduling his return journey from India to Chicago. The commission clarified that the airline's failure to refund this amount, which it had admitted was refundable, amounted to a deficiency in service, warranting a monetary award of Rs 10,000 for mental agony and litigation expenses.
The passenger, who had booked round-trip tickets from Chicago to New Delhi, had faced health issues during the COVID-19 pandemic and requested multiple reschedules. Despite paying additional charges for these changes, the airline unilaterally canceled his return ticket without prior notice, prompting him to approach the consumer forum.
The airline defended its position by stating that the ticket remained valid and that the refund for the rescheduling fee was being processed. However, the tribunal found no proof that the amount was refunded and emphasized that the airline had accepted the amount as refundable. The failure to return this acknowledged sum was deemed a breach of service standards.
This case underscores the obligation of airlines to honor refunds for amounts they admit are refundable and the importance for consumers to substantiate claims of wrongful cancellations. It also serves as a reminder that non-refund of such amounts can lead to legal action, including compensation awards. Consumers are encouraged to consult their local consumer helplines for assistance in similar disputes.
