Travel agency

On 1 December 2023, the Shimla District Consumer Commission held an travel booking online platform and its relationship manager liable for compensation for damages caused to a consumer who had seen his trip disrupted by COVID-19.

The plaintiff had booked a holiday tour planned for 2020 through the online platform. However, in March 2020 the platform informed him that the tour had been canceled due to COVID-19. The plaintiff then requested full refund of the trip, but the defendant provided only a partial refund, with the rest compensated through a gift voucher. The plaintiff refused and asked for full refund, but his request was rejected. Then, he filed a petition before the District Consumer Commission.

The defendant, in an affidavit submitted to the District Commission argued that the plaintiff had filed the present complaint by deliberately withholding information so to mislead the District Commission. It furthermore argued that a settlement had been reached between the parties and that the plaintiff had therefore been urged to withdraw the complaint. The Commission found that the defendant, by not refunding the full amount of the holiday tour, was liable for unfair trade practices and deficiency in services. Therefore, it was held liable to pay a compensation covering both litigation costs and the damage caused to the plaintiff in terms of mental agony.

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