LI Network
Published on: November 26, 2023 at 13:10 IST
The District Consumer Disputes Redressal Commission-I in Hyderabad (Telangana) has declared Alliance Air Aviation and MakeMyTrip responsible for deficient service.
The Commission, consisting of Mrs. B. Uma Venkata Subba Lakshmi (President), Mrs. C. Lakshmi Prasanna (Member), and Mr. B. Rajareddy (Member), found both entities liable for their failure to provide the Complainant, Siriki Sai Sumanth, with a web check-in link and delayed information about a change in the flight schedule.
As a result, the Commission ordered both Alliance Air and MakeMyTrip to pay compensation of Rs. 2,500 each.
Siriki Sai Sumanth booked a flight from Hyderabad to Vijayawada through MakeMyTrip on Alliance Air Aviation. However, Alliance Air failed to furnish the web check-in link, preventing Sumanth from completing the check-in process.
Additionally, when he arrived at the check-in desk an hour before the initially scheduled time, he learned that the flight had been rescheduled 30 minutes earlier.
This change had been communicated through email and messages, but Sumanth discovered the communication in the ‘spam’ section only 6 hours before the new flight time. Despite his efforts, he was not allowed to board the flight.
Upon canceling the ticket, MakeMyTrip processed a refund of only Rs. 728, the amount passed on to them by Alliance Air. Dissatisfied, Sumanth filed a consumer complaint with the District Consumer Disputes Redressal Commission-I in Hyderabad.
MakeMyTrip argued that it acted as a facilitator in the booking process and that the primary service contract was between the Complainant and Alliance Air.
The company contended that it promptly assisted Sumanth in obtaining a refund when made aware of the denied check-in issue. Alliance Air did not appear before the Commission, and the case proceeded against them ex-parte.
The Commission observed that Alliance Air failed to provide the web check-in link, as evidenced by documents submitted by Sumanth.
It also noted a lack of timely information regarding the change in flight departure timings based on communication between Sumanth and Alliance Air. Despite the opportunity, Alliance Air did not dispute or deny the allegations.
Regarding MakeMyTrip’s liability, the Commission rejected the argument that it merely facilitated the transaction.
The Commission found that MakeMyTrip’s terms and conditions explicitly stated its responsibility to send booking confirmation, schedule changes, or other relevant information to the Complainant.
Consequently, the Commission determined that both Alliance Air and MakeMyTrip were deficient in providing proper service to Sumanth.
The remedy included an order for each to pay Rs. 2,500 as compensation within 45 days from the date of the order, with non-compliance incurring additional interest.
Case Title: Siriki Sai Sumanth vs Alliance Air Aviation Limited and Anr.
