The Gurdaspur Consumer Commission on January 30, 2026 directed MakeMyTrip India Pvt Ltd to pay ₹48,775 to a Delhi-based advocate after the portal failed to deliver two hotel reservations for a family trip to Srinagar and Gulmarg.
The advocate had booked a family room at a Srinagar inn for December 27‑28, 2025, paying ₹5,788 via UPI, and secured two rooms in Gulmarg for December 28‑29 at ₹12,987, also settled through UPI.
On arrival in Srinagar at 11 a.m. on December 27, the family found the listed address to be a private homestay instead of a hotel; after a two‑hour wait, they were forced to pay for a different accommodation. By the next day, traffic and army convoy delays pushed them into Gulmarg late, where the second booking vanished entirely, leaving the family to sit in their car in snowfall at –4 °C for the night and miss pre‑booked gondola rides.
MakeMyTrip argued that it merely aggregates listings and has no operational control over hotels, claiming that both properties had marked the bookings as no‑shows and refused refunds because the reservations were non‑refundable. The portal also maintained it had contacted the hotels and that disputes should be resolved directly with them.
The commission found that MakeMyTrip failed to provide an alternative stay or refund, labeling the failure as a service deficiency and business malpractice, and thus imposed the monetary award.
The portal now faces a 15‑day deadline to pay the compensation and may appeal the decision; the ruling could influence how travel intermediaries handle booking disputes nationwide.