Travel Mishap: Compensation Awarded Over Airline and Agency Negligence

Incident Overview

A Bengaluru family experienced an unexpected travel disruption when British Airways denied boarding for their flight to the United States due to a payment issue. Despite paying over Rs 3 lakh for their tickets through the travel agency CheapOair, their booking was suspended without notification. The situation took a legal turn, and a consumer court mandated compensation of Rs 1.2 lakh due to negligence and harassment by both the airline and the travel agency.

Details of the Incident

Gopal Ramachandraiah, a 42-year-old Kodihalli resident, planned a business trip to the US, accompanied by his wife and young daughter. They booked their travel to Denver, Colorado, through British Airways with a Gurgaon-based travel agency known as CheapOair. Payment of slightly over Rs 3 lakh was made via credit card on August 28, 2022.

The trouble began on September 27, 2022, when the family arrived at Kempegowda International Airport (KIA) and were informed by authorities that their tickets were under suspension due to a payment issue, which had not been communicated to them earlier, despite the payment being deducted from their credit card.

Legal Proceedings

Gopal reached out to higher officials at British Airways, who redirected him to the travel agency. As Gopal’s trip had a dual purpose—a business component—he had to rebook tickets on a different airline, Lufthansa, from Mumbai, costing another Rs 3.6 lakh.

On June 30, 2023, Gopal served a legal notice to both the airline and the travel agency, but met with no response. Frustrated by their management’s inaction and the financial toll, he filed a complaint with the District Consumer Disputes Redressal Commission in Bengaluru on August 22, 2023.

The Court’s Decision

During the proceedings, British Airways claimed the tickets were flagged due to a remark about the credit card from past bookings. The airline stated that a refund had been made on August 28, 2023, and argued that it was the travel agency’s duty to inform the family about the ticket status. Furthermore, they contended that since Gopal booked the tickets for a business-related trip, the consumer protection laws did not apply.

Though British Airways submitted a defense, CheapOair neither appeared nor countered the claims. The commission examined the documents, including emails and payment proof, and concluded that the travel agency, well aware of the ticket suspension, failed to inform Gopal, causing undue stress to the family.

Compensation and Accountability

• The commission ruled this incident as a display of negligence and harassment by both parties.
• British Airways and CheapOair were ordered to pay interest at an annual rate of 8% on the airfare from August 28, 2022, to August 28, 2023.
• A total compensation and litigation cost of Rs 1.2 lakh was assigned for the family’s mental stress and financial loss.

The decision highlights the necessity for fair communication and accountability in the travel industry, ensuring that consumers are adequately informed and supported.

Key Takeaways for Travelers

This incident serves as a crucial reminder of the potential pitfalls when booking flights:

• Always verify payment confirmations with both the airline and travel agency before travel plans.
• Maintain documentation, such as emails and payment receipts, which can be useful in disputes.
• Understand your consumer rights to protect against negligence from service providers.

Conclusion

This case demonstrates the importance of due diligence by travel companies and airlines in maintaining transparency with their clients. It also underscores the consumer’s right to file grievances and compel service providers to uphold their responsibilities. Such legal precedents serve as deterrents against negligence, fostering an equitable environment for travelers.

With the growth of the travel sector and increasing complexity in bookings, incidents like this underline the significance of reliable communication channels between travelers and the providers they rely on for fulfilling their journey requirements. It’s a noteworthy lesson for all involved in the travel and customer service industries.

Source: https://timesofindia.indiatimes.com/city/bengaluru/family-denied-boarding-court-ordersairline-travel-agency-to-pay-rs-1-2l/articleshow/118808586.cms