Role of CCPA
The Central Consumer Protection Authority (CCPA) has played a crucial role in facilitating refunds amounting to ₹1,453 crore for air tickets booked during the COVID-19 pandemic from various travel aggregators. This article explores the efforts of CCPA and the challenges faced in ensuring consumer refunds.
Overview of Refund Process
CCPA’s intervention has significantly reduced the outstanding refund amount to just ₹3 crore, highlighting its effectiveness in addressing delays in consumer refunds by travel aggregators.
Blame Game Between Travel Aggregators and Airlines
While travel aggregators have been blamed for delays in refunds, they, in turn, have shifted responsibility to airlines, exacerbating the situation for affected consumers.
CCPA’s Actions Against Travel Platforms
In 2021, CCPA issued notices to six online travel aggregators, including Yatra, MakeMyTrip, and ClearTrip, under the Consumer Protection Act 2019. These notices emphasized the obligation of travel aggregators to refund booking amounts to consumers affected by COVID-19.
Additional Notices to Tour and Travel Agencies
In addition to ticket booking aggregators, CCPA also issued notices to tour and travel agencies such as Thomas Cook, Neem Holidays, and Mango Holidays, urging them to refund fares for cancelled flights.
Challenges Faced by CCPA
Securing refunds from travel aggregators proved to be a challenging task, requiring nearly two years to process the refunds fully.
Unanswered Queries and Transparency Issues
Despite CCPA’s efforts, email queries sent to various travel platforms and the consumer affairs ministry remain unanswered, raising concerns about transparency and accountability.
Upholding Consumer Rights Amidst Adversity
The significant refunds facilitated by CCPA underscore the importance of regulatory authorities in safeguarding consumer rights, particularly during crises like the COVID-19 pandemic. However, unanswered queries highlight the need for greater transparency and accountability in the consumer protection ecosystem.