IN THE DELHI STATE CONSUMER DISPUTES REDRESSAL COMMISSION Date of Institution: 04.12.2023 Date of hearing: 14.02.2024 Date of Decision: 22.03.2024 FIRST APPEAL NO.-647/2023 IN THE MATTER OF M/S QATAR AIRWAYS GROUP Q.C.S.C.

Through its Authorized Representative Mr. Bennet Michael Stephens, Regional Manager ISC Having its Regional Office at Ground Floor, Bajaj Bhawan, Nariman Point, Opposite Inox Cinema, Mumbai-400 021 (Through: Mr. Akash Kadkade, Advocate)

(Appellant)

VERSUS

1. MRS. ANITA NAGPAL. R/o 92, Jagdamba Apartments, Sector-13, Rohini, Delhi 110085 Also having address at Klenthous Street Athina-10674 Athens, Greece ...Respondent No.1

2. MS. MEDHA NAGPAL ...Respondent No.2 3. MASTER BHOOMSH NAGPAL ...Respondent No.3

4. MR. GAGAN NAGPAL All R/o 92, Jagdamba Apartments, Sector-13, Rohini, Delhi-110085 ...Respondent No.4

5. MR. VIKRAM SINDWANI S/o Mr Chaman Lal, R/o, 1994, Rani Baugh, Delhi-110085 ...Respondent No.5 (Through: Mr. Nitin Mangla, Advocate)

…Respondents CORAM:

HON’BLE JUSTICE SANGITA DHINGRA SEHGAL (PRESIDENT)

HON’BLE MS. PINKI, MEMBER (JUDICIAL)

Present: Mr Akash Kadkade, counsel for the appellant.

Mr. Nitin Mangla, counsel for the respondent.

PER :HON’BLE JUSTICE SANGITA DHINGRA SEHGAL, PRESIDENT JUDGMENT

1. The facts of the case as per the District Commission record are as under:

“…The present complainant has been filed under Section 35 of Consumer Protection Act 1986, against the Opposite Party alleging deficiency of services. Briefly stated the facts of the case are that the complainant no.1 has her permanent residence at 92, Jagdamba Apartment, Sector -13,Rohini Delhi- 110085. She is currently posted at Athens, Greece. The present complaint is being instituted by complainant no. I through her husband and power of attorney holder - Complainant no. 4, who has been duly authorized to institute the instant complaint for and on behalf of the complainant no. 1.

2. The complainant nos. 2 & 3 are the minor son and daughter of the complainant nos. 1 & 4. The said complainant nos. 2 & 3 are being represented through complainant no. 4 being their father/ guardian in the present complaint. The complainant no. 5 is the brother of the complainant no. 1. On November 30, 2020 the complainant no.1 booked return flight tickets through the account of complainant nos. 4 & 5 for travelling between the destinations Athens and New Delhi via Hamad International Airport, Doha, Qatar from the period December 2, 2020 to December 27, 2020 for the following three passenger:

(1) Mrs. Anita Nagpal (complainant no. 1)

(11) Ms. Medha Nagpal (complainant no. 2)

(iii) Master, Bhoomish Nagpal (complainant no. 3)

3. The aforesaid tickets were booked by the complainant no. I from the online portal of the opposite party The brief itinerary of the aforesaid travel is reproduced below:

4. A total sum of Rs.2,01,811/- was paid by the complainant towards the aforesaid booking. However, no details or breakup qua the individual fair of the aforementioned four flights was shared with the complainant, as alleged.

5. It is stated by the complainant that following the aforesaid itinerary, on December 2, 2020 the complainant no. I came to New Delhi along with her minor children. However, prior to their proposed departure through return flight on December 27, 2020, the complainant no. 1 received intimation via three separate emails on December 7, 2020 from the opposite party regarding the rescheduling of the complainant and her children's aforesaid Flight no. QR579 from New Delhi Indira Gandhi International Airport (Qatar) stating it to be delayed by several hours. The complainant states that on account of the said delay, Complainant no. I's connecting F