Airline ‘fails to refund’ rescheduling fee for Chicago ticket, man wins Rs 41,000 payout

A passenger in Chandigarh successfully won a refund of Rs 41,000 from a private airline after the airline failed to refund the rescheduling fee for his return journey to Chicago. The Chandigarh District Consumer Disputes Redressal Commission ruled in favor of the passenger, citing the airline's admission that the fee was refundable.

The passenger had initially booked round-trip air tickets for USD 680, traveling from Chicago to New Delhi and back. Due to health concerns related to the COVID-19 situation, he requested multiple rescheduling changes, each time paying an additional USD 500 (Rs 31,440). On June 18, 2022, one day before his scheduled June 19 departure, the airline unilaterally cancelled his return ticket without notice.

Despite his attempts to contact the airline's Chandigarh office, their grievances were not addressed, leading to financial loss, mental agony, and harassment. The airline argued that the passenger had approached them for rescheduling multiple times, and that the USD 500 charge for each rescheduling was not excessive given the airline's operational losses.

However, the commission held that the passenger's failure to prove the alleged cancellation did not negate their obligation to refund the amount, resulting in a deficiency in service. The commission also noted that the airline had not refunded the admitted amount as promised, further entitling the passenger to reasonable compensation and litigation expenses.