Rahul Ranjan raises complaint against MakeMyTrip & Air India for misleading defence flight booking rules. Choice4Voice.com explains legal rights, case options, and how our legal team helps consumers.
Complaint Summary Table : MakeMyTrip Defence Booking Issue – Rahul Ranjan’s Complaint Against Air India | Choice4Voice.com
| Details | Information |
|---|---|
| Complainant Name | Rahul Ranjan |
| Email / Contact | Not disclosed |
| Company/Brand | MakeMyTrip & Air India |
| Complaint Type | Misleading Booking Process / Consumer Rights Violation |
| Product/Service | Flight Booking under Defence Personnel Category |
| Issue Description | Defence ID booking made through MakeMyTrip; Web check-in kept failing; No prior notice that defence bookings do not allow online check-in; misleading notifications caused stress & confusion. |
| Date of Incident | September 2025 |
| Company’s Response | Customer support gave vague response, unable to clarify booking terms. |
| Additional Comments | Complainant suggests MakeMyTrip must show clear disclaimers upfront for defence personnel bookings. |
| Source (LinkedIn) | Original LinkedIn Post (as shared by complainant) |
Full Complaint Write-Up
Rahul Ranjan, a travel tech professional, recently booked a flight on Air India through MakeMyTrip under the Defence Personnel category for his friend, who is an Army officer.
Despite following the booking process correctly and providing a valid Defence ID, he received multiple notifications to complete web check-in. However, all attempts failed.
When Rahul contacted support, he was finally informed that defence bookings are not eligible for web check-in. The problem?
- This was not mentioned anywhere during the booking process.
- Both Air India & MakeMyTrip kept sending misleading notifications to attempt a process that was not even allowed.
- Customer support could not provide proper documentation of where this policy was stated.
This lack of transparency caused stress, confusion, and inconvenience on the day of travel—something especially concerning when it involves a Defence Personnel passenger.
Legal Case Implications & Choice4Voice.com’s Role
At Choice4Voice.com, our mission is to amplify consumer voices and provide legal pathways for justice when companies mislead or harass customers. In this case, multiple legal aspects are involved:
1. Misleading Trade Practices – Consumer Protection Act, 2019
- Law Broken: Providing false or incomplete information amounts to misrepresentation.
- Legal Action: Complaint under Consumer Court for deficiency of service and unfair trade practice.
- How Choice4Voice.com Helps: Our legal team prepares the consumer complaint, collects evidence (emails, app notifications, screenshots), and files the case at District Consumer Dispute Redressal Commission (DCDRC).
2. Deficiency in Service – Section 2(11), Consumer Protection Act
- Issue: Lack of upfront disclosure about defence booking restrictions.
- Legal Action: Claiming refund, damages, and compensation for mental harassment.
- Choice4Voice.com Role: Drafting legal notices and negotiating settlements with MakeMyTrip/Air India.
3. Contract Law – Indian Contract Act, 1872
- Issue: Hidden conditions not disclosed during booking can make the contract voidable due to misrepresentation.
- Legal Action: Civil suit for damages.
- Choice4Voice.com Support: Our legal advisors assist consumers in filing cases in civil courts for compensation.
4. Right to Information & Clarity
- Issue: Failure to inform consumers of restrictions violates the principle of informed consent.
- Legal Action: Escalation to DGCA (Directorate General of Civil Aviation) and Ministry of Civil Aviation.
- Choice4Voice.com Role: Our team helps draft escalations to regulatory authorities and ensure strict action.
5. Public Interest Litigation (PIL)
- Reason: If multiple defence personnel face the same issue, a PIL in Supreme Court/High Court can compel MakeMyTrip & airlines to clearly disclose restrictions for special categories.
- Choice4Voice.com Role: Consolidating similar complaints and connecting affected consumers with senior advocates for PIL filing.
Why Choice4Voice.com is Essential for Consumers
Unlike traditional complaint forums, Choice4Voice.com provides both visibility and legal strength:
- Public Amplification – Publishing genuine complaints on our website & LinkedIn to create public pressure.
- Direct Legal Assistance – Helping consumers file cases in Consumer Court, Civil Court, High Court, and Supreme Court.
- Regulatory Escalation – Filing complaints with DGCA, RBI, SEBI, TRAI, IRDAI, etc., depending on the industry.
- Class Action & PILs – When multiple consumers are impacted, we consolidate cases into collective legal actions.
For consumers like Rahul Ranjan, our platform ensures that corporates cannot ignore accountability.
Broader Impact of This Case
This issue is not just about one defence booking. It raises bigger concerns:
- Transparency in Online Travel Agencies (OTAs) – Are hidden restrictions unfairly burdening consumers?
- Special Category Travelers (Defence, Students, Senior Citizens) – Do companies treat their rights with the seriousness they deserve?
- Regulatory Accountability – Should DGCA make it mandatory for OTAs to disclose all booking restrictions clearly upfront?
Frequently Asked Questions (FAQs)
Q1. Can MakeMyTrip be sued for misleading information?
Yes, under the Consumer Protection Act, 2019, misleading omissions are treated as unfair trade practices.
Q2. What compensation can a consumer claim in Consumer Court?
Refund of ticket cost, litigation charges, and compensation for mental harassment.
Q3. Does Air India also share liability in this case?
Yes, as the airline’s systems generated misleading notifications, it shares responsibility.
Q4. Can DGCA take action against airlines for miscommunication?
Yes, DGCA can issue penalties and compliance directives.
Q5. What are the rights of Defence Personnel in flight bookings?
They are entitled to special concessions but must also be informed of limitations transparently.
Q6. How does Choice4Voice.com assist with aviation complaints?
By drafting legal notices, filing consumer complaints, and escalating to DGCA & Ministry of Civil Aviation.
Q7. Is web check-in denial for defence bookings legal?
Yes, if it is a genuine rule, but it becomes illegal if not disclosed clearly during booking.
Q8. Can Rahul Ranjan file a case in Civil Court?
Yes, under Indian Contract Act for misrepresentation and damages.
Q9. How much time does a Consumer Court case take?
Usually 6–12 months, depending on the complexity.
Q10. Can multiple travellers join together in one complaint?
Yes, joint consumer complaints are allowed.
Q11. What is the role of RBI or SEBI in such cases?
Not applicable here; aviation regulation falls under DGCA.
Q12. Can Choice4Voice.com help NRIs facing airline disputes?
Yes, NRIs can file consumer complaints in India via Choice4Voice.com.
Q13. Is PIL a good option for systemic travel issues?
Yes, if multiple consumers are affected, PIL forces courts to direct systemic reforms.
Q14. Can compensation be claimed for stress and harassment?
Yes, mental agony is recognized as a valid ground in consumer disputes.
Q15. Do airlines disclose booking restrictions on their websites?
Often hidden in fine print, which can be challenged as unfair practice.
Q16. What is the penalty for unfair trade practice?
Fines, refund orders, and in some cases, criminal liability.
Q17. Can MakeMyTrip be blacklisted by regulators?
If repeated violations are proven, regulators can take strict action.
Q18. Can Choice4Voice.com help escalate this case to media?
Yes, through LinkedIn amplification and website publishing.
Q19. Is it possible to claim damages beyond ticket value?
Yes, if harassment caused financial or health impact, higher compensation can be sought.
Q20. What should consumers do in future to avoid such issues?
Always take screenshots of booking terms, and escalate immediately if unclear.
