Makemytrip Held Liable For Booking Failure: Delhi Consumer Commission Awards Compensation

Brief facts:

On 09.12.2023, the complainant booked a package tour including flights, hotels and local travel for himself and his wife to Sri Lanka from Make My Trip ('Opposite Party'). Accordingly, the complainant reached Earl's Regent hotel in Kandy on 25.12.2023. On arrival, he was informed that no booking had been made by the opposite party and that there was no vacant room available. The support executives from the holiday package team were then contacted who expressed their inability to find any immediate resolution to the issue and advised to book an alternate hotel at their own end.

The complainant then booked a room at Queens hotel in Kandy and paid 55,000 Sri Lankan Rupees. As per the complainant, the entire experience was horrifying and they had to face a lot of inconvenience. Further, on reaching the second hotel - Araliya Red in Nuwara Eliya on 27.12.2023, the complainant was informed that though booking was made by the opposite party but cash has not been received by the hotel. The complainant put his grievance through mail on 26.12.2023 and was offered a travel voucher worth Rs. 5,000/- which was unacceptable. It was submitted that the itinerary bearing the term Hotel Booking reference ID and Hotel PNR No. are fictitious and fabricated since the receptionist of the concerned hotel, after verifying, flatly denied any reservation in the name of the complainant.

A legal notice was sent to the opposite party on 05.02.2024 demanding a compensation of Rs. 3,00,000/-. The opposite party replied on 01.04.2024 mentioning that it is operating only as a facilitator between the user and the service provider (hotels) and any issue faced by the user is the sole responsibility of the service provider.

Hence, a complaint was filed by the complainant before the district commission praying for appropriate compensation.

Submissions of Make My Trip (opposite party):

It was submitted that the opposite party is neither a proper nor a necessary party since the dispute is between the complainant and the end service provider. It was further submitted that the opposite party has refunded the full booking amount of Rs. 15,359/- to the complainant and also offered a travel voucher for Rs. 5,000/-.

The opposite party then relied on the user agreement to argue that it has a limited liability as it acts as a facilitator only. It was further argued that the responsibility of the opposite party came to an end when the booking ID was provided to the complainant against the payments made by him.

Observations of the commission:

The Commission examined all the facts and documents on record and observed that the complainant had availed a travel package through the opposite party who was responsible for making necessary reservations. The bench further observed that the complainant and his wife were left stranded for hours without any accommodation. The argument of the opposite party that there was no deficiency in service since refund was granted was rejected by the bench. It was observed that the opposite party failed to take any proactive steps to assist the complainant during the course of his trip nor a satisfactory explanation was provided for failure to confirm the hotel booking.

The Commission further observed that the lapse on the part of the opposite party caused stress and inconvenience to the complainant and his wife being senior citizens. Hence, the opposite party was held liable for deficiency in service.

By allowing the complaint, the commission awarded compensation of ₹1,50,000 to the complainant for mental agony, harassment, and litigation expenses

Case Title: Raj Rishi Aneja vs Make My Trip India Pvt. Ltd.

Case Number: Consumer Complaint No. 287/2024

Date of Decision: 10.10.2025