The Central Consumer Protection Authority (CCPA) has been directed by the Department of Consumer Affairs to look into whether online ticket booking services are charging consumers cancellation fees that exceed those set by airlines or disclosed at booking.
Minister of Consumer Affairs Pralhad Joshi stated that such actions compromise transparency and consumer trust. If deemed unfair or in violation of consumer rights, they could constitute “unfair trade practices” as defined by the Consumer Protection Act, 2019.
The investigation will focus on whether these online platforms are applying cancellation charges that surpass those imposed by airlines or are obscured from consumers during the booking process.
Joshi also instructed the CCPA to assess similar issues related to other online ticket booking services. He emphasized that the authority would take “necessary action, including class action measures where applicable,” to safeguard consumer rights and ensure equitable treatment.
This action follows allegations raised by BJP leader Tajinder Pal Singh Bagga on social media, claiming that the travel booking site Agoda imposed cancellation fees 15 times higher than those of Akasa Air for the same flight.
This initiative indicates a rise in regulatory oversight of online travel intermediaries amid growing consumer complaints regarding hidden fees and refund practices.
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