MakeMyTrip directed to pay ₹1L to S’garh resident

Rourkela: District Consumer Disputes Redressal Commission, Sundargarh, has ordered online travel firm MakeMyTrip to pay Rs 1 lakh compensation to a resident of Sundargarh town for unfair trade practice and deficiency in service.
Debashis Hota (30) had booked a room at the hotel in Paharganj, New Delhi, on June 2, 2019 for his stay from June 7 to 9. He paid Rs 1,350 through MakeMyTrip for the room, after a discount of Rs 316 on room charges of Rs 1,666.When the complainant reached the hotel on June 7, the manager denied to give accommodation at the price he paid on the portal.
Hota was forced to pay Rs 1,000 extra to stay in the hotel. When he contacted MakeMyTrip’s helpline number, he did not get any response. The portal also didn’t refund the extra amount taken by the hotel. Hota filed his complaint before the consumer forum on June 19, 2019.
MakeMyTrip in its reply said it is a facilitator and on receipt of any request, it forwards the same to the hotel/service provider through its software upon receiving confirmation. It said the complainant was aggrieved due to change in price by the hotel. MakeMyTrip also argued that once the hotel’s service is accepted, then it has no liability.
The commission on June 20 found that MakeMyTrip is a business facilitator but it did not submit any documents regarding an agreement made with the hotel.
It also said that when Hota paid the entire money through MakeMyTrip, the additional Rs 1,000 taken from him is illegal and amounts to unfair trade practice.
It said MakeMyTrip did not disclose at the time of booking if extra charges are to be paid to the hotel.
The commission directed the hotel to refund Rs 1,000 with 12% interest with effect from June 7, 2019 within one month, failing which it will have to pay 14% interest till realisation.