The Department of Consumer Affairs has directed the Central Consumer Protection Authority (CCPA) to investigate whether online ticket booking platforms are imposing excessive cancellation charges on consumers beyond what airlines themselves levy or what is disclosed at the time of booking.
Consumer Affairs Minister Pralhad Joshi said such practices undermine transparency and consumer trust and, if found to be unfair or violative of consumer rights, may amount to “unfair trade practices” under the Consumer Protection Act, 2019.
The probe will examine whether online ticket booking platforms are deducting cancellation charges that exceed those charged by airlines or are not being clearly disclosed to consumers during the booking process.
Joshi also directed the CCPA to examine similar instances involving other online ticket booking platforms. He said the authority would take “necessary action, including class action measures wherever appropriate”, to protect consumer interests and ensure fair treatment of consumers.
The development comes after BJP leader Tajinder Pal Singh Bagga raised the issue on social media, alleging that travel booking platform Agoda charged cancellation fees that were 15 times higher than those levied by Akasa Air for the same flight cancellation.
The move signals increased regulatory scrutiny of online travel intermediaries amid rising consumer complaints over hidden charges and refund-related practices.
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