PRESIDENT, DISTRICT CONSUMER DISPUTES REDRESSAL COMMISSION, SAMBALPUR
Consumer Complaint No.- 172/2023
Present-Dr. Ramakanta Satapathy, President,
Sri. Sadananda Tripathy, Member
Subham Sarangi, Aged about 27 years,
S/O-Bijaya Kumar Sarangi,
R/O/At/PO-Modipara, PS-Town,
Tahl/Dist-Sambalpur-768002, Odisha. ….…......Complainant.
-Vrs.-
Regional Manager, Make My Trip India Private Limited,
Expo Tower, Near Mavia Restaurant, 3C Raghunathpur,
Kalarahauga, Bhubaneswar-751024 .…………........Opp.Party
Counsels:-
- For the Complainant :- Miss Jaspreet Kaur & Associates
- For the O.P. :- Ex-parte
Date of Filing:11.10.2023, Date of Hearing :12.03.2024 Date of Judgement : 22.04.2024
Presented by Sri Sadananda Tripathy, Member.
- The brief fact of the Complainant is that on 30.06.2023 at 10.43 pm, the Complainant had booked two tickets through Make My Trip application in 2tier AC of SHM-BHUJ Superfast Express scheduled for 21st October 2023 to depart from Jharsuguda Junction to Bhuj and paid through his debit card a total sum of Rs. 6494.02/-. Due to some unfortunate reasons the petitioner had to cancel the tickets on 04.07.2023 at 00.33 am through the application of the OP and to that effect he received a confirmation of cancellation from the OP along with a message depicting that “Refund of 5,940/- with RRN number 318539000467 has been processed to your Rupay account” after the deduction of all booking charges. It was also reflected in the same message received on 04.07.2023 which stated that it takes 12-13 working days for refund to reflect in Rupay account and the petitioner would deem to expect the refund by 21.07.2023. Upon not receiving the fund, the petitioner on 24.07.2023 tried to reach the Customer Care services of the OP through text message. On 25.07.2023, when the petitioner enquired about the update, he was intimated by the OP that his refund has been processed along with the same reply that he should expect the refund within 12 to 13 working days. On 26.7.2023 the petitioner received a message from the OP requesting a time of 24 hours to validate the issue and update the petitioner with a logical closure but he did not receive any kind of response regarding the satisfactory closure from their end. After that on 28.7.2023 the petitioner received a call from the customer care executive of the OP and discussed about the issue and was assured that the issue will be checked upon and resolved as soon as possible. Immediately after that telephonic conversation he received a text message from the OP that the amount has been successfully refunded to his bank account but the same was neither reflected in his bank statement nor the petitioner had received any kind of message from his bank to that effect. The petitioner has not received a single penny nor any consolation from the OP towards his amount of refund which clearly shows deficiency in service.
- The OP is set-exparte.
- After perusing the case record and evidences, it is observed that after cancelling the ticket, the Complainant has not received any cancellation amount from the OP towards refund. As per Refund Rules, e-ticket may be booked and cancelled through internet and the refund of fare shall be credited to the customer’s account after deducting the charges applicable. So deficiency in service found against the OP. Accordingly it is ordered.
ORDER
The O.P is directed to refund an amount of Rs. 5,940/-toward cancellation/Refund amount, Rs. 20,000/- towards damage suffered by the Complainant and towards physical strain and mental agony suffered by the Complainant as compensation and Rs. 10,000/- towards cost of litigation expenses to the Complainant within 30 days from the date of order, failing which the amount will carry with 9% interest per annum till realization to the complainant.
Order pronounced in the open Court today on 22nd day of April, 2024.
Free copies of this order to the parties are supplied.
