Web Check-In Link Not Provided And Late Info. Regarding Change In Schedule, Hyderabad District Commission Holds Alliance Air & MakeMyTrip Liable For Deficiency In Service

Brief Facts:

Siriki Sai Sumanth (“Complainant”) booked a flight ticket for travel from Hyderabad to Vijayawada with Alliance Air Aviation (“Airline”) from the MakeMyTrip platform. Subsequently, before his travel, the Airline failed to provide the web check-in link, leading to his inability to complete the check-in process. Further, when he reached the check-in desk 1 hour before the originally scheduled time, he was informed that the flight has been preponed by half an hour and the said change was communicated to the passengers via email and messages. On checking, the Complainant found that the email was in the ‘spam’ section and the message was received just 6 hours before the newly scheduled flight time. Despite his best attempts, he was not allowed to board the flight. On cancelling the ticket, a refund of only Rs. 728/- was processed by MakeMyTrip as only that much amount was passed on to it by the Airline. Feeling aggrieved, the Complainant filed a consumer complaint in the District Consumer Disputes Redressal Commission-I, Hyderabad, Telangana (“District Commission”).

MakeMyTrip contended that they acted merely as a facilitator for the complainant to book the flight ticket and that the contract of service was directly between the complainant and the Airline. It asserted that they promptly assisted the complainant in getting a refund when the issue of denied check-in was brought to their attention. The Airline did not appear before the District Commission and was proceeded against ex-parte.

Observations by the Commission:

The District Commission noted that the Airline failed to provide the web check-in link which was evidenced by the documents submitted by the Complainant. Further, it noted that the communication between the Complainant and the Airline indicated a lack of timely information regarding the change in flight departure timings. Despite being given an opportunity, the Airline did not appear before the District Commission to dispute or deny the allegations.

Regarding the liability of MakeMyTrip, the District Commission rejected the contention that it acted as a facilitator in the transaction, with the primary service contract being between the Complainant and the Airline. However, the District Commission found that MakeMyTrip’s T&C clearly stipulated that the it would send booking confirmation, schedule change or any such other information relevant for the transaction or booking made by the Complainant.

Consequently, the District Commission concluded that both the Airline and MakeMyTrip were deficient in rendering proper service to the Complainant. As a remedy, the District Commission ordered a compensation of Rs. 2,500/- each from them to the Complainant. The decision ruled that the compensation should be made within 45 days from the date of receipt of the order, with non-compliance incurring additional interest.

Case Title: Siriki Sai Sumanth vs Alliance Air Aviation Limited and Anr.

Case No.: C.C. No. 117/2023

Advocate for the Complainant: Narayanadas Sanjay

Advocate for the Respondent: M.A. Madhumati (For MakeMyTrip)

Click Here To Read/Download The Order