A Bengaluru consumer court has directed MakeMyTrip (MMT) to compensate a Bengalurean with Rs 5.5 lakh for failing to provide a room in a London hotel despite the booking made through their platform. Mayur Bharath, a 48-year-old resident of Osborne Road, had reserved a hotel room in London in 2022 for business purposes in advance through the MMT app, paying around Rs 2.2 lakh for a 6-day stay, a TOI report stated.
Upon his arrival in London on June 24 of the same year, Bharath proceeded directly to the hotel for check-in. However, to his dismay, the hotel staff informed him that no booking request or payment had been received from him. With all rooms fully booked, Bharath was left without accommodation alternatives.
Despite persistent attempts to resolve the issue with MMT’s customer service, lasting over two and a half hours, Bharath’s efforts were futile. Consequently, he was compelled to seek alternative accommodation in London, eventually securing a room for Rs 6.6 lakh. However, due to the heightened demand during the Wimbledon tennis tournament, he could only secure lodging for three days instead of his planned six days.
Bharath, expressing his ordeal to the court, highlighted the professional embarrassment and financial setback incurred due to canceled and rescheduled meetings. Despite his continued correspondence with MMT over five months, the company only refunded Rs 2.2 lakh and offered an additional Rs 50,000 as compensation. Dissatisfied with the resolution, Bharath pursued legal action against the company and three of its directors.
The court, recognizing MMT’s negligence towards the consumer, emphasized, “For no fault of his, the complainant struggled heavily and made his own arrangement for accommodation at other hotels by paying too much for fewer days. This is unjust and unfair.”
Consequently, MMT and its three directors were instructed to reimburse Bharath Rs 4.3 lakh for the expenses incurred towards alternative hotel accommodation in London. Additionally, an annual interest of 10% from June 24, 2022, until the date of realization was imposed. Moreover, MMT was directed to compensate Bharath with Rs 1 lakh and cover Rs 20,000 towards litigation costs within 30 days. Failure to comply would result in an increased interest rate of 12% per year.
Acknowledging MMT’s significant user base, the court imposed a punitive measure, directing the company to contribute Rs 25,000 to the Consumer Welfare Fund.
