CCPA directs Yatra to refund ₹2.5 crore booking amount to flyers affected by Covid-19 lockdown

The Central Consumer Protection Authority (CCPA), which protects consumers' rights, has directed the online travel platform Yatra to refund the booking amount to individuals who were affected by the COVID-19 lockdown.

While Yatra has refunded approximately ₹23 crore, more than ₹2.5 crore of 4,837 passengers is still pending for refund from the platform.

The Ministry of Consumer Affairs, in a statement, said it received many grievances relating to the non-refund of cancelled air tickets during the COVID lockdown. Travel agencies allegedly told consumers that they were yet to receive refunds from the airlines, it said.

In an October 2020 order, the Supreme Court had directed, "If the tickets have been booked during the lockdown period through a travel agent for travel within the lockdown period, in all such cases, a full refund shall be given by the airlines immediately. On such refund, the amount shall be passed on immediately by the agent to the passengers".

The Consumer Affairs Ministry said that Yatra has refunded approximately 87% to consumers and is working to clear the remaining 13% "promptly and efficiently" through airlines.

CCPA has directed Yatra to set up dedicated arrangements at the National Consumer Helpline (NCH) to facilitate the timely processing of refunds.

The online travel platform has been asked to call the remaining 4,837 passengers, informing them that their pending refunds due to COVID-19-related flight cancellations will be cleared.