Delhi District Commission Holds Travel Agency Liable for Withholding Advance Amount of Customer (Consumer Case)
The complainant paid an advance of Rs. 75,000 to Kesavi Tour & Travels Pvt. Ltd. for a trip to the United Kingdom, which was cancelled due to the Covid pandemic.

In response, the travel agency issued a credit note, offering the amount paid to be adjusted for future services. However, the prices of tickets increased significantly from Rs. 1,22,250 to Rs. 2,48,850 after the pandemic, leading the complainant to demand a refund of the Rs. 75,000.

When the travel agency failed to respond adequately, the complainant filed a consumer complaint. As no one appeared on behalf of the travel agency, the commission proceeded with the case based on the complainant’s submissions. The Commission referred to an Office Memorandum (OM) issued by the Ministry of Civil Aviation during the Covid pandemic, which mandated refunds for airfares of tickets booked during the pandemic.

The Commission found that the complainant did not receive any services from the travel agency, nor did the agency prove any financial loss due to the trip’s cancellation. It was concluded that the agency’s failure to refund the amount was an unfair trade practice. The agency was directed to refund Rs. 75,000 and pay Rs. 5,000 as litigation expenses, allowing the complaint.

Source: – Live Law
By: – Rajat Ranjan