Delhi Consumer Commission Holds MakeMyTrip Liable for Failed Hotel Bookings; Awards ₹1.5 Lakh Compensation
Pranav B Prem
The Delhi District Consumer Disputes Redressal Commission (North District) has held MakeMyTrip India Pvt. Ltd. liable for deficiency in service for failing to confirm hotel bookings for a senior citizen couple during their international travel, despite having received full payment for the tour package. The Commission awarded compensation of ₹1,50,000 for the mental agony, harassment and inconvenience caused.
The matter was heard by a Bench comprising Divya Jyoti (President) and Harpreet Kaur Charya (Member). The complainant, Sh. Raj Rishi Aneja, aged 69, had booked an 8-day holiday package to Sri Lanka for himself and his wife through MakeMyTrip on 09 December 2023. The package included flights, hotel accommodations and local travel arrangements. As per the itinerary, the couple reached Earl’s Regent Hotel in Kandy on 25 December 2023. However, upon arrival, they were informed that no booking existed in their name, and that the hotel was fully occupied.
The complainant immediately contacted MakeMyTrip’s customer support through his son in India. Despite multiple calls, interactions with support executives, and assurances of assistance, no resolution was provided. Eventually, MakeMyTrip advised the complainant to arrange alternate accommodation on his own. Being stranded late in the evening in a foreign country during peak Christmas travel season, the complainant was compelled to book a room at Queens Hotel for 55,000 Sri Lankan Rupees.
The harassment continued when the couple reached their second hotel, Araliya Red in Nuwara Eliya, on 27 December 2023. Although the booking existed, the hotel staff informed them that they had not received payment from MakeMyTrip, leading to further delay and distress. The complainant later received an email on 25 December 2023 from MakeMyTrip stating that it was unable to arrange alternate accommodation and would refund the previous hotel booking amount.
After returning to India, the complainant sent a legal notice dated 05 February 2024 seeking ₹3,00,000 as compensation. MakeMyTrip responded stating that it was merely a facilitator between the user and the hotel, claiming that any issues during the stay were the responsibility of the service provider. It stated that its liability ended once the booking ID was generated.
Before the Commission, MakeMyTrip argued that it was neither a proper nor necessary party and had already refunded the booking amount of ₹15,359 and offered a goodwill voucher of ₹5,000. It relied on its user agreement to contend limited liability as a facilitator.
The Commission rejected these arguments, noting that the complainant had booked a tour package, not individual services, and had paid the full package amount to MakeMyTrip. Referring to the booking invoice, itinerary and email record, the Commission held that MakeMyTrip was responsible for ensuring confirmed hotel reservations. The bench found that the complainant and his wife, both senior citizens, were left stranded without accommodation—an incident demonstrating clear deficiency in service.
The Commission further held that refunding the booking fee did not absolve MakeMyTrip of liability. It observed that the company failed to take proactive steps to assist the complainant and provided no satisfactory explanation for the failure to confirm bookings. The bench remarked that the couple’s vacation was effectively ruined due to the negligence of the opposite party.
Allowing the complaint, the Commission held MakeMyTrip liable for deficiency in service and directed it to pay ₹1,50,000 as compensation for mental agony, harassment and litigation expenses. The amount is to be paid within 30 days, failing which it will carry interest at 7% per annum from the date of order until realization.
Cause Title: Raj Rishi Aneja vs Make My Trip India Pvt. Ltd.
Case No: Consumer Complaint No. 287/2024
Coram: Divya Jyoti (President), Harpreet Kaur Charya (Member)
