Archive · 21 Jul 2026
Air India, Paytm Ordered to Pay Rs 70,000 for Refund Denial
A man named Neeraj Kumar Kanojia booked round-trip tickets from Delhi to London through Paytm for himself and his wife.
He had to cancel the return ticket due to unexpected changes.
However, Air India and Paytm denied his refund request, claiming the ticket was non-refundable.
The Delhi consumer commission ruled that both companies were wrong and ordered Air India to refund Rs 50,000 and Paytm to pay Rs 20,000 in compensation.
The ruling clarifies that airlines and booking platforms must process refunds as per the ticket terms and cannot arbitrarily deny refunds.
Neeraj Kumar Kanojia booked round-trip Air India tickets through Paytm for Rs 1.16 lakh.
He sought cancellation of the return ticket due to unexpected changes but was denied a refund.
The Delhi consumer commission ruled that Air India and Paytm were liable for the denied refund.
Air India was ordered to refund Rs 50,000, and Paytm was ordered to pay Rs 20,000 in compensation.
The ruling clarifies that airlines and booking platforms must process refunds as per the ticket terms.
- Who
- Neeraj Kumar Kanojia, Air India, Paytm
- What
- A consumer commission ruled that Air India and Paytm must refund Rs 70,000 for a denied refund on a return ticket.
- When
- The cancellation request was made on August 16, 2024, and the ruling was issued on July 1, 2024.
- Where
- Delhi, India
- Why
- The consumer sought cancellation of the return ticket due to an unexpected change of plans, but the refund was denied.
Consumer's Perspective
Airline and Booking Platform's Perspective
Refund Eligibility
Consumer's Perspective
The consumer argued that the ticket terms allowed cancellation of the return journey after the onward journey was completed.
Airline and Booking Platform's Perspective
Air India claimed the ticket was fully non-cancellable and non-refundable after the onward journey.
Responsibility for Refund Processing
Consumer's Perspective
The consumer expected Paytm to ensure the refund was processed as per the ticket terms.
Airline and Booking Platform's Perspective
Paytm did not file a response and was found liable for failing to process the refund.
- Consumer
- Neeraj Kumar Kanojia
- Airline
- Air India
- Booking Platform
- Paytm
- Total Amount Paid
- Rs 1.16 lakh
- Refund Amount
- Rs 50,000
- Compensation Amount
- Rs 20,000
- Date of Cancellation Request
- August 16, 2024
- Date of Ruling
- July 1, 2024