The District Consumer Disputes Redressal Commission-II has ordered Malaysia Airlines to refund ₹65,802 with 6 % annual interest from the original travel date to a Delhi resident whose relatives’ international travel plans were upended by flight cancellations amid the Covid-19 pandemic.
The commission also slapped a ₹25,000 fine on MakeMyTrip for deficient service and false assurances, and directed both entities to jointly pay ₹30,000 as compensation for mental agony and harassment. In an order dated 2 February 2026, the forum rejected technical objections raised by the travel portal and reinforced that intermediaries cannot evade liability by calling themselves mere facilitators.
Pandemic Chaos, Broken Promises and a Long Legal Road
The case began with a simple intention: a Delhi resident, Karan Pradeep of Gulmohar Park, booked two international flight tickets in October 2019 through MakeMyTrip for his brother and sister-in-law as a wedding gift. The itinerary was ambitious and festive travel from Delhi to Kuala Lumpur on 13 March 2020, onward to Manila on 14 March, and return on 21 March 2020. The total fare of ₹65,802 was paid in full.
However, the onset of the global Covid-19 pandemic and rapidly imposed travel restrictions, including a lockdown in Manila from 15 March 2020, forced the airline to cancel flights. In response, Malaysia Airlines introduced an “Ultimate Flexibility Ticket Change Policy”, offering unlimited date changes and destination flexibility to affected passengers.
According to the consumer commission’s findings, when Pradeep sought to use this flexibility policy, he encountered repeated roadblocks. MakeMyTrip, which had issued the itinerary, initially claimed ignorance of the airline’s flexibility offerings and refused to reschedule or process a refund. Eventually, Pradeep agreed to cancel the booking after being assured via a 19 March 2020 email from MakeMyTrip that a full refund had been initiated and would be processed within 60 to 90 days. That refund never materialised.
The complainant then found himself in a frustrating loop, being passed between the airline and the travel platform. The airline said he should approach MakeMyTrip; the portal pointed back to the airline. This back-and-forth lasted years before he finally approached the consumer forum in November 2023.
Commission Slams Airline, Portal Liability
MakeMyTrip contested the complaint, arguing that (a) the tickets were non-refundable under their terms, and (b) the complaint was time-barred, filed beyond the two-year statutory limitation period. However, the commission rejected both arguments. Citing the Supreme Court’s suo motu extension of limitation during the pandemic period, the forum held the complaint filed on 29 November 2023 was within time. It further confirmed territorial jurisdiction since Pradeep resided within the panel’s mandate.
Examining the merits, the commission observed that while pandemic-related cancellations were beyond the airline’s control, it was not justified to retain the ticket amount when the passengers were not at fault. Similarly, the travel portal could not escape liability by claiming to be a mere intermediary, as it had accepted payment, booked the tickets, and provided specific assurances regarding refunds and rescheduling.
In its detailed reasoning, the commission noted that making the complainant “shuttle between the OPs for his rightful refund or travel” amounted to a deficiency in service under the Consumer Protection Act, 2019. Even considering the unprecedented crisis, it was “unfair” for both Malaysia Airlines and MakeMyTrip to delay or avoid fulfilling their obligations after payment had been made.
As a result, the commission issued the following directives in its 2 February 2026 order:
- Malaysia Airlines must refund ₹65,802 with 6 % interest per annum from 13 March 2020 (the original date of travel).
- MakeMyTrip must pay ₹25,000 as costs for deficient service and false assurances.
- Both entities must jointly and severally pay ₹30,000 to Pradeep as compensation for mental agony and harassment.
- All amounts must be paid within three months, failing which they will attract 8 % interest per annum until realisation.
The commission’s bench comprised President Ms. Monika A. Srivastava and Member Ms. Kiran Kaushal, whose order strongly signalled that intermediaries cannot hide behind the “facilitator” label when they accept payment and provide active services.
Stronger Consumer Rights in Travel
This ruling comes at a time when airline refund norms are under regulatory scrutiny in India. The Directorate General of Civil Aviation (DGCA) recently tightened refund timelines and disclosure requirements for airlines, mandating that refunds for credit card ticket purchases be processed directly to the cardholder within seven days of cancellation, and banning forced credit shells as default options. Experts expect these rules, effective 26 March 2026, to empower travellers further and reduce disputes in consumer courts.
Moreover, the commission’s assertion that travel portals cannot wash their hands off liability carries significance beyond this case. With millions of bookings now made through online aggregators, passengers often face opaque refund practices and delayed payouts as evidenced by numerous consumer complaints lodged on public forums and social media about refunds caught between airlines and intermediaries.
The Logical Indian’s Perspective
This landmark order underscores a fundamental principle: consumer rights extend beyond contracts to fairness and accountability. When individuals pay for services whether in joyful anticipation of a wedding gift trip or any other travel plan they deserve clarity, honesty, and prompt redress when things go wrong.
A pandemic should not become an alibi for dodging basic obligations, especially after firms have accepted money and provided assurances. Transparent communication, swift refunds, and clear policies are not extras they are essential components of trust in digital commerce.
