Travel cancellations due to visa refusal, mismanagement by travel companies, or improper documentation are increasingly common in India. Many consumers lose large amounts because companies deny refunds or impose unreasonable cancellation charges. However, the Consumer Protection Act, 2019 provides strong remedies to customers who face such unfair practices.

This article explains how to file and win a travel cancellation refund case in India, using a real and recent judgment delivered on 07 July 2025 by the District Consumer Disputes Redressal Commission–I, Hyderabad in the case of Sohail Solomon vs MakeMyTrip & Reliance General Insurance.
It is highly useful for consumers, law students, and legal professionals.

Why Travel Cancellation Disputes Happen

Travel disputes commonly arise due to:

·         Visa rejection

·         Miscommunication by travel companies

·         Lack of proper documentation guidance

·         Incomplete or incorrect itinerary information

·         Improper scheduling of visa appointments

·         Failure to provide travel insurance coverage

·         Unreasonable cancellation charges

·         Non-refund of booking amount despite cancellation

When these issues occur due to the fault of the travel company, the consumer is entitled to full refund and compensation.

Case Example: Sohail Solomon vs MakeMyTrip (2025 Judgment)

This real case highlights how a consumer won a refund against a large travel aggregator due to service lapses.

Case Details

·         Case No.: C.C. 132/2024

·         Date of Filing: 01.04.2024

·         Date of Order: 07.07.2025

·         Parties:

o    Complainant: Mr. Sohail Solomon, 28

o    Opposite Parties:

§  MakeMyTrip (India) Pvt. Ltd.

§  Its Directors

§  Reliance General Insurance Co. Ltd.

Background of the Case

After marriage, the complainant booked a Greece Deluxe Holiday Package from MakeMyTrip for travel between 16/05/2023 to 22/05/2023, costing ?1,75,252.
He also paid for travel insurance provided by Reliance General Insurance via MakeMyTrip.

Both he and his wife attended the visa interview.
However, on 04/05/2023, the Embassy rejected their visas, citing:

“Information submitted regarding justification for the purpose and conditions of the intended stay was not reliable.”

Immediately, the complainant contacted MakeMyTrip for cancellation and refund.
He submitted all documents, asked for a refund, and also filed an insurance claim.

What Went Wrong

·         MakeMyTrip failed to provide proper visa guidance.

·         They submitted hotel and itinerary information that the Embassy found “not reliable.”

·         Visa appointment was scheduled without maintaining the mandatory 30-day gap required for insurance coverage.

·         Insurance claim was rejected because the policy was issued only 26 days before visa interview (not 30 days).

·         MakeMyTrip refused to refund the trip amount.

·         Imposed 100% cancellation charges.

·         Failed to provide alternative options or support.

The consumer was left without refund, without insurance, and without support.

Findings of the Consumer Commission

The Commission held MakeMyTrip liable for:

1.       Deficiency in providing relevant travel information

2.     Submitting unreliable stay/itinerary information leading to visa rejection

3.    Failing to schedule visa appointment properly (less than 30 days after policy issuance)

4.    Unreasonable cancellation charges

The Commission found no fault of the consumer and no deficiency on the insurance company (Reliance General) because the policy terms were violated due to MakeMyTrip’s scheduling.

Final Judgment (07 July 2025)

MakeMyTrip (Opposite Parties 1, 2, and 3) were ordered to:

·         Refund ?1,75,252 with 9% interest

·         Pay ?20,000 for mental agony

·         Pay ?10,000 as legal expenses

·         Clear dues within 45 days

Complaint was dismissed against Reliance General Insurance.

This judgment is a key precedent for travel-related consumer disputes.

How to File a Travel Refund Complaint in India

If your trip was cancelled due to reasons not attributable to you, you can file a complaint under Section 35 of the Consumer Protection Act, 2019.

1. Send Written Notice to the Travel Company

Before filing a case, send an email or legal notice demanding:

·         Full refund

·         Cancellation of booking

·         Copy of policy documents

·         Reason for non-refund

Keep all email records.

2. Collect All Required Documents

You will need:

Booking & Payment Proof

·         Invoice

·         Payment receipt

·         Confirmation emails

Communication Evidence

·         Emails with travel agency

·         Chat logs

·         Customer care responses

·         Refund requests

Visa-related Documents

·         Visa appointment letter

·         Visa rejection letter

·         Embassy correspondence

Travel Insurance Documents

·         Policy

·         Insurance claim forms

·         Claim rejection letter

These documents were crucial in the Sohail Solomon case.

3. Draft and File Consumer Complaint

Include:

·         Facts of the case

·         Dates and events

·         Amount paid

·         Where the travel company failed

·         How their actions caused loss

·         Relief sought (refund, compensation, interest, legal cost)

Complaint can be filed in:

·         District Consumer Commission (value up to ?50 lakhs)

·         State Commission (up to ?2 crores)

·         National Commission (above ?2 crores)

4. Attend Hearings and Submit Evidence

Your:

·         Email trail

·         Visa rejection letter

·         Policy documents

·         Booking details

are critical for establishing negligence.

5. Relief You Can Claim

You may claim:

·         Full refund of trip cost

·         Compensation for mental agony

·         Litigation expenses

·         Interest on the refund amount

·         Reimbursement of any additional money lost

The Commission usually grants relief if the company is at fault.

When You Can Win a Travel Cancellation Case

You can win if:

·         Visa was rejected due to incorrect or incomplete itinerary submitted by the travel company

·         The company failed to provide accurate documentation

·         Travel agency scheduled visa interview improperly

·         They imposed unreasonable cancellation charges

·         You were misled by wrong information

·         Company rejected refund without valid reason

·         Insurance was denied due to travel agent’s mistake

·         Agency failed to assist with documentation

In the above judgment, all these grounds were proven.

Key Takeaways for Consumers

·         Always demand written communication from the travel agency.

·         Visa documentation must match itinerary details.

·         Travel agency is responsible for correct itinerary submission.

·         Agencies must follow mandatory timelines for insurance coverage.

·         Cancellation charges must be reasonable and justified.

·         Keep all email records.

·         If refund is denied, approach the Consumer Commission immediately.

Conclusion

Travel agencies have a legal duty to provide accurate information, proper documentation, and reasonable cancellation terms. When a consumer suffers loss due to the mistakes of a travel company, full refund with compensation can be claimed through the Consumer Commission.

The Sohail Solomon vs MakeMyTrip (2025) judgment proves that even large online travel aggregators can be held liable for mismanagement and deficiency in service.

If you follow the steps, maintain documentation, and file a structured complaint, you can successfully win a travel refund case in India.