February 03, 2026 : The District Consumer Disputes Redressal Commission-II, South Delhi, has ruled that an online travel portal cannot sidestep responsibility toward consumers by branding itself as a mere intermediary. In an order dated 02 February 2026, the Commission held Make My Trip (India) Pvt. Ltd. guilty of deficiency in service and directed Malaysia Airlines to refund the ticket amount with interest, along with compensation for harassment and mental agony.
The matter, titled Karan Pradeep v. Make My Trip (India) Pvt Ltd & Anr. (DC/83/CC/343/2023), was decided by a bench comprising Ms. Monika A. Srivastava (President) and Ms. Kiran Kaushal (Member).
The complainant, Karan Pradeep, had booked two international tickets on 22 October 2019 through MakeMyTrip for travel on Malaysia Airlines between 13 March 2020 and 21 March 2020 on the Delhi–Kuala Lumpur–Manila route. The tickets, purchased as a wedding gift for his brother and sister-in-law, cost ₹65,802.
In March 2020, the COVID-19 pandemic led to global travel disruptions. The Philippines declared a Public Health Emergency and imposed a lockdown in Manila from 15 March to 14 April 2020. In response, Malaysia Airlines introduced an “Ultimate Flexibility Ticket Change Policy” allowing unlimited changes to travel dates and certain destination flexibility for eligible tickets.
When the complainant approached MakeMyTrip to reschedule the tickets, he was initially informed that the portal was unaware of such a policy. After several communications, MakeMyTrip proposed cancellation of the booking and initiation of a refund request with the airline. On 19 March 2020, the complainant received an email stating that a refund of ₹65,802 had been initiated and would take sixty to ninety days to be processed.
Despite this assurance, no refund was received within the stated period.
In July 2020, the complainant was informed that the tickets were non-refundable. A limited date-change option was offered, but its terms differed from the flexibility policy earlier announced by the airline. In 2022, when the complainant again attempted to avail the benefit of flexible travel, he was directed by the airline to approach MakeMyTrip, while the portal maintained that the airline was responsible. Travel vouchers were later issued by Malaysia Airlines, but the complainant pointed out discrepancies in booking references and details.
Alleging deficiency in service and unfair trade practice, the complainant approached the Consumer Commission seeking refund with interest and compensation. Malaysia Airlines did not appear before the Commission and was proceeded against ex parte.
MakeMyTrip contended that the complaint, filed on 29 November 2023, was barred by limitation. The Commission rejected this objection, noting that the Supreme Court, in Suo Motu Writ Petition (C) No. 3 of 2020, had excluded the period from 15 March 2020 to 28 February 2022 for the purpose of computing limitation. After excluding this period, the complaint was held to be within time.
On merits, the Commission held that MakeMyTrip could not escape liability by describing itself as merely a facilitator. The complainant had paid consideration to the portal for booking services, and the portal failed to effectively secure either a refund or an alternate arrangement. The Commission observed that even in the context of the pandemic, it was unfair to compel the consumer to repeatedly approach both the airline and the booking portal for a rightful refund.
As regards Malaysia Airlines, the Commission acknowledged that flight cancellations were necessitated by pandemic-related restrictions. However, it emphasized that the passengers were not at fault and the airline could not retain the ticket amount indefinitely.
The Commission directed Malaysia Airlines to refund ₹65,802 with interest at 6% per annum from 13 March 2020. MakeMyTrip was directed to pay ₹25,000 for giving false assurances and deficiency in service. In addition, both service providers were held jointly and severally liable to pay ₹30,000 towards mental agony and harassment. The amounts are to be paid within three months, failing which interest at 8% per annum will apply until realization.
The ruling underscores that online travel platforms operating in the consumer marketplace remain accountable under consumer protection law and cannot disclaim responsibility when consumers are left without effective redress.
Cause Title: Karan Pradeep v. Make My Trip (India) Pvt Ltd & Anr.
Case No.: DC/83/CC/343/2023
Coram: Ms. Monika A. Srivastava (President), Ms. Kiran Kaushal (Member)
Date of Order: 02 February 2026
