Yatra Ordered to Refund Customers for COVID-19 Cancellations by CCPA
The Central Consumer Protection Authority (CCPA) has directed Yatra, an online travel platform, to refund booking amounts to consumers affected by the COVID-19 lockdown.
The Ministry of Consumer Affairs, Food and Public Distribution stated that many grievances were lodged through the National Consumer Helpline regarding non-refund of canceled air tickets. Consumers alleged that travel agencies informed them that refunds had not been received from the airlines.
The Supreme Court, in its decision in Pravasi Legal Cell vs Union of India on October 1, 2020, directed that full refunds should be given by airlines for tickets booked during the lockdown period. These refunds should then be passed on to passengers by the travel agents.
In response, the CCPA initiated action against Yatra for non-refund of airline tickets canceled due to the lockdown. From July 8, 2021, to June 25, 2024, the CCPA conducted several hearings to address these issues.
As a result, Yatra has made significant progress in reducing the number of pending refund bookings. In 2021, there were 36,276 pending bookings amounting to Rs 26.25 crore. By June 2024, this number was reduced to 4,837 bookings, amounting to Rs 2.52 crore. Yatra has refunded approximately 87% of the amount to consumers and is working to refund the remaining 13% promptly.
In 2021, there were 5,771 airline bookings pending for refunds amounting to Rs 9.60 crore. By 2024, this was reduced to 98 bookings with an outstanding amount of Rs 31.79 lakh. The CCPA has ordered the remaining airlines to expeditiously refund this amount to consumers.
The CCPA’s order emphasizes the importance of timely refunds, and Yatra is directed to adhere to this directive to ensure complete resolution for all pending bookings.
