Union Minister for Consumer Affairs, Food, and Public Distribution, Pralhad Joshi, has instructed the Department of Consumer Affairs and the Central Consumer Protection Authority (CCPA) to investigate complaints of high cancellation fees imposed by Agoda and other online ticket booking platforms. The probe aims to determine if these platforms are charging consumers more than airlines or disclosing at booking.
Joshi highlighted the need to scrutinize the practices of various online ticket booking platforms in the country. He emphasized that unfair cancellation charges could violate consumer rights and transparency, potentially constituting unfair trade practices under the Consumer Protection Act, 2019. The CCPA is prepared to take necessary actions, including class action measures, to protect consumer interests.
Following concerns raised by a Bharatiya Janata Yuva Morcha (BJYM) National Secretary on social media regarding significant differences in cancellation charges between an online travel booking platform and an airline, the investigation was initiated. The BJYM leader shared an instance where Agoda displayed a cancellation fee of Rs 4,764 for an Akasa Air ticket, while the airline’s cancellation page indicated only Rs 299 deduction and a higher refund amount.
Allegations were made against Agoda for allegedly charging cancellation fees substantially higher than the actual airline charges, prompting calls for increased transparency from booking partners. The BJYM leader stressed the importance of accurate disclosure and fair treatment of consumers to prevent such discrepancies in the future.
