A legal battle between a consumer and the Indian travel portal giant Makemytrip ended up favoring the complainant as MakeMyTrip had to pay Rs.40,000 plus an additional 15,000 compensation as directed by the redressal committee of Consumer Court. The consumer achieved this refund under a simple scheme by Makemytrip, which promised to refund his money if he found cheaper tickets to the same destination elsewhere.
Harish Bheemarthi, a resident of Hyderabad, had booked four tickets from the website www.makemytrip.com From Hyderabad to Kuala Lumpur – Kuala Lumpur to Denpasar and Denpasar to Kuala Lumpur – Kuala Lumpur to Hyderabad. The consumer booked these four tickets as a part of MakeMyTrip's Best Price Guarantee Scheme. According to this scheme, Harish would get a refund amount five times his airfare for each ticket if he would find a better rate anywhere else within 24-hours of the booking on MakeMyTrip under the above scheme. In addition, the money would get credited to the consumer's Makemytrip wallet up to Rs.10,000 and the rest to his payment account.
After he paid the money at MakeMyTrip and understood the scheme's T&C, the complainant found another portal and found tickets to the exact location at Rs.6000/- cheaper. However, when he approached the travel agency requesting his refund, they refused it. They stated that the customer loses eligibility for this scheme if they use a promo code or a coupon during payment. However, this particular guideline was nowhere a part of the detailed T&C under the plan.
Harish, however, approached the Consumer Court and filed a case to which Makemytrip submitted the itinerary of the complainant, stating that the claim the latter made was not tallying with the itinerary he submitted while booking the tickets. The redressal committee examined both sides of the scheme and found out that Harish's papers and documents basing his complaint were 100% original.
In contrast, Makemytrip couldn't furnish any document that showed that the claimer's itinerary was not tallying and ruled the case in favor of Harish. The court has now ordered Makemytrip to pay Rs. 24,000 (at Rs.6 000 per ticket) to the complainant and interest @9% p.a. from the date of purchase till realization. Along with this, Makemytrip will also have to pay Rs.15,000 towards inconvenience towards the customers and an extra Rs.5000 for litigation charges.