Imagine that you have reserved your ideal holiday. The brochure promised you a five-star hotel, beautiful views of the sea, perhaps even a complimentary spa day. However, when you get there, you are upgraded to a four-star establishment with flaking paint and no spa anywhere to be seen.
Frustrating? Sure. But the good news is, according to India's Consumer Protection Act, 2019, you do not have to simply put up and shut up. You can fight back and even be compensated.
If a travel agent does not provide you with what it promised, be it the category of the hotel, flight timings, or any other facilities, it is a deficiency in service or unfair trade practice.
The Consumer Commission can compel the company to refund your money and even compensate you for the mental distress and inconvenience you experienced.
Pro tip: Always have written confirmation for each promise, hotel grades, view rooms, additional perks, and keep every email, receipt, voucher, or even advertisements you viewed. They may be your best evidence.
1. Approach the company initially. Contact the helpdesk or customer care of the travel agency. Large companies like MakeMyTrip, Yatra, and Goibibo have official grievance redressal channels.
2. Approach online. Log on to consumer helpline.gov.in
register an account, and file your grievance along with all your documents.
3. Call for assistance.Dial toll-free 1800-11-4000 or 1915 to get connected to a grievance officer.
4. Send an SMS to8800001915 or use the “NCH” mobile app if that’s easier.
5. Still no action? Send a legal notice through a lawyer and move your case to the District or State Consumer Commission.
You’ll need to file a written complaint with all your evidence.
District Commission handles claims up to ₹1 lakh.
State Commission makes larger claims.
If your case succeeds, the company will be directed to refund your money, pay compensation, or provide the service as promised.
Put everything into writing, never trust spoken words.
Keep all proof handy, receipts, emails, ads.
Don't hesitate from legal assistance if required.
Remember, your rights remain yours, no matter whether you're in India or holidaying overseas.
Your break should be trouble-free. If a tour operator takes short cuts, don't accept the less good deal. Stand up for yourself, assert your rights, and have the holiday, or the money, you're entitled to.