New Delhi, March 3 (NationPress) The District Consumer Disputes Redressal Commission-II, South Delhi, has mandated Malaysia Airlines to return over ₹65,000 along with interest and has instructed MakeMyTrip (India) Pvt. Ltd. to provide compensation to a resident of Delhi for inadequate service linked to the cancellation of international tickets during the Covid-19 pandemic.

The grievance was lodged by Karan Pradeep, a resident of Gulmohar Park in South Delhi, who purchased two international tickets through MakeMyTrip for Malaysia Airlines in October 2019 as a wedding gift for his brother and sister-in-law.

The travelers were set to fly from Delhi to Kuala Lumpur on March 13, 2020, then to Manila on March 14, and return to Delhi on March 21, 2020. However, due to the global Covid-19 outbreak, the government of the Philippines imposed a lockdown in Manila from March 15 to April 14, 2020, which resulted in the cancellation of flights.

In response to the pandemic, Malaysia Airlines rolled out an "Ultimate Flexibility Ticket Change Policy" that allowed for "Unlimited Date Changes (Waiver of Date Change Fee)" and the option to change destinations for eligible travelers.

According to the ruling issued on February 2, 2026, the complainant tried to adjust the tickets under this policy but claimed that the customer service representative from MakeMyTrip was not informed about the offer.

Eventually, the complainant agreed to cancel the PNR after being promised that a refund request would be initiated with the airline.

Despite this guarantee, the refund was not processed as promised. The complainant subsequently tried to utilize the airline's flexibility and open ticket policies but was reportedly made to navigate between the airline and the booking platform.

Rejecting the preliminary objections from MakeMyTrip concerning the limitation, the consumer forum concluded that the complaint filed in November 2023 was within the permissible timeframe, given the Supreme Court's ruling extending limitation during the pandemic.

On the merits, the Commission noted that while the airline had no choice but to cancel flights due to "unprecedented circumstances", it "cannot keep the amount paid by the complainant for the flight tickets as it is not the case that the complainant's brother and sister-in-law were at fault for missing the flight."

Furthermore, the Commission stated that MakeMyTrip could not absolve itself of responsibility by claiming to be merely a facilitator, as the complainant had engaged the services of OP-1 to book tickets for OP-2's airline, which ultimately failed to assist the complainant.

"Even considering the Covid-19 situation, it was unjust for OP-1 and OP-2 to cause the complainant to go back and forth between the two parties for his rightful refund or travel for which he had already paid," it added.

In the final directives, the consumer forum ordered Malaysia Airlines to refund ₹65,802 with interest at 6% per annum from March 13, 2020, the scheduled travel date.

MakeMyTrip has been instructed to pay ₹25,000 "for providing false assurances and delivering deficient service."

In addition, both the travel agency and the airline have been ordered to jointly and severally compensate ₹30,000 for mental distress and harassment.

The Commission directed both parties to adhere to the order within three months; otherwise, the amounts would accrue interest at 8% per annum until realization.