One of my clients recently had a case which I am explaining below and if you are stuck in such similar situation, here is what to do.

Note: Due to attorney-client privilege, I cannot disclose complete case details or identify the actual parties involved. However, I am sharing the essential facts and legal approach so that if you find yourself in a similar situation, you can understand the available solutions and legal remedies.

Mr.X had planned a New Year vacation and booked a hotel room through X.platform travel booking website. The hotel was located 800 kilometers away, requiring significant travel arrangements. Just two days before his planned departure, X.platform suddenly cancelled his booking, citing that the hotel owner had cancelled the reservation. They promised a refund within a week but refused to provide alternative accommodation nearby. Most disturbingly, Mr.X discovered that the same room for the same dates was still available on X.platform’s website, but at six times the original price. This appeared to be a deliberate cancellation to relist the property at inflated holiday rates, causing Mr.X substantial inconvenience, additional costs, and ruining his planned vacation.

Advice in Such Cases

Consult with Lawyer: The very basic and important step to start is talk to Lawyer / advocate. You should not hesitate in paying his consultation fee i.e. might be in range of Rs. 10,000 to 50,000 depends case to case. He is helping you in this situation to come out. He is expert in the domain and can help you explain the procedure which you might have never explored. A good lawyer can get the issues resolved much faster than you think.

Document all communications immediately, including booking confirmations, cancellation notices, and screenshots of price changes. File a complaint with the National Consumer Helpline within 24-48 hours. Demand compensation for additional expenses incurred, including alternative accommodation costs and travel expenses. Consider approaching consumer forums for deficiency in service claims.

Applicable Sections of Law

This case falls under consumer protection laws and contract breach provisions. Section 318 of BNS deals with cheating and dishonest inducement. Section 61 of BNS covers criminal breach of trust. Under BNSS, Section 173 allows for filing complaints for consumer grievances. The Consumer Protection Act, 2019 provides remedies for deficiency in service, unfair trade practices, and compensation for mental harassment and inconvenience caused by service providers.

If You Are the Complainant

• File complaint with District Consumer Forum within two years of the incident
• Gather all booking documents, payment receipts, and communication records
• Calculate total damages including alternative accommodation costs and travel expenses
• Request compensation for mental harassment and vacation disruption
• Demand punitive action against the platform for unfair trade practices

If You Are the Victim

• Immediately document the price manipulation by taking screenshots
• Request alternative accommodation at the same price from the platform
• Claim refund with interest and compensation for additional expenses
• Report to consumer protection authorities and tourism boards
• Consider joining with other affected customers for collective action

How the Police Behave in Such Cases

Police typically treat these as civil matters initially and may suggest approaching consumer forums first. However, if fraud or cheating elements are clearly established with evidence of deliberate price manipulation, they may register cases under relevant sections of BNS. Police cooperation improves when multiple complaints are filed against the same platform, indicating systematic unfair practices.

FAQs People Normally Have

Can I get compensation beyond refund? Yes, consumer forums award compensation for mental harassment, additional expenses, and travel disruption.

How long does consumer forum take? District forums typically resolve cases within 6-12 months if properly documented.

Can I sue for the price difference? Yes, if you can prove deliberate cancellation for price manipulation, you can claim the difference plus damages.

What if the platform is based abroad? Indian consumer forums have jurisdiction over services provided to Indian consumers regardless of company location.

What Evidence Is Required?

• Original booking confirmation with terms and conditions
• Payment receipts and transaction details
• Screenshots showing same room available at higher prices
• Cancellation notice and all platform communications
• Alternative accommodation receipts if booked elsewhere
• Travel expense receipts and additional costs incurred
• Witness statements from family members about vacation disruption

How Long Will the Investigation Take?

Consumer forum proceedings typically take 6-12 months for final orders. Initial hearings are scheduled within 30-60 days of filing. If the platform contests the complaint, additional time may be required for evidence submission and cross-examination. Most cases settle through mediation within 4-6 months when evidence is strong.

Advocate Sudhir Rao, Supreme Court of India