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Journalism of Courage
The Chandigarh district Consumer Disputes Redressal Commission has ordered MakeMyTrip to refund Rs 3.77 lakh to a local family whose European visa was refused, preventing their planned holiday.
Mandeep Singh, his wife, and minor son booked a 7-day “Swiss Paris Delight Group” Europe tour package with the firm for September 25 to October 2, 2022. The Rs 4.71 lakh package covered flights, hotels, activities, transfers, and visa assistance. The family submitted required documents as per the firm’s instructions, but on September 25, VFS Global informed them that their visa application was denied.
The family sought a refund, but the company declined, arguing that they provided visa assistance, not a guarantee. The commission, however, found MakeMyTrip responsible for failing to account for the visa risk, forcing the family into unnecessary litigation.
In its ruling, the commission noted that visa issuance remains the receiving country’s prerogative, and travel plans should ideally be finalised only after obtaining a visa. MakeMyTrip, it stated, acted hastily by collecting the full amount in advance, displaying a deficiency in service and unfair trade practice.
MakeMyTrip was ordered to refund Rs 3.77 lakh to the family after deducting service charges, pay Rs 20,000 as compensation, and Rs 10,000 for litigation costs.
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