Airline changed his itinerary without consent: consumer commission orders Rs 1.95 lakh payout

What happened

The passenger had booked a Rs 1.55 lakh round trip from Delhi to New York with onward legs to Miami and Quito, travelling in September 2024. The airline modified the original itinerary, and the travel website then unilaterally cancelled the original booking and issued an entirely new itinerary without his approval. When he asked for a full refund, the website rejected it even though he had bought a zero-cancellation policy, and kept claiming he himself had requested the change.

What the commission ruled

In its 31 October order, the commission held the website's silence on the consent question amounted to acceptance of the passenger's claim, and said a prudent intermediary ought not to have created an alternative itinerary without written consent. It held both the website and the airline liable for deficiency of service and unfair trade practices, directing a refund of Rs 1.55 lakh plus Rs 30,000 compensation and Rs 10,000 litigation costs.

Your playbook if this happens to you

Put your objection in writing the moment an itinerary changes without your consent, and say clearly that you do not accept the new schedule. Ask for either restoration of the original booking or a full refund, quoting the booking's cancellation cover. Preserve every email, SMS and screenshot, because the paper trail decided this case. If the company refuses, file with the district consumer commission or call the National Consumer Helpline at 1915; you do not need a lawyer for claims up to the district commission limit.

Why this matters beyond one case

Schedule changes are common, and travel companies often count on passengers quietly accepting reissued itineraries. This order confirms that consent is not optional, and that both the intermediary and the airline can be held jointly responsible.

We track rulings and policies that protect Indian travellers and update this page with new cases. Last verified: 15 November 2026 against Indian Express (13 November) and Times of India (14 November) reports.