Hyderabad Consumer Commission Orders Refund for Family in Medical Crisis
The District Consumer Disputes Redressal Commission-III in Hyderabad has mandated that Qatar Airways and EaseMyTrip provide a refund of ₹1,86,168, plus 12% annual interest, to a family from Hyderabad. This decision, stemming from case CC No. 195 of 2025, was issued after the family requested to cancel their international flight tickets due to a serious medical diagnosis.
Request for Refund Following a Health Scare
Raghuram Yamarthi and his wife, Shaal Rekha Yamarthi, had initially booked their travel tickets on August 2, 2024, with plans to fly from Hyderabad to Atlanta on December 2, 2024, and return on January 15, 2025. The total cost of these tickets amounted to ₹1,86,168. Unfortunately, in early November, Raghuram experienced a seizure, which led to a medical investigation revealing a brain lesion. A subsequent operation on November 12 diagnosed him with a malignant glioma.
Upon receiving medical advice for six weeks of radiation therapy starting December 9, 2024, the family realized that traveling internationally during this period was impossible. They attempted to reach out to Qatar Airways by phone on November 11, 2024, to cancel their tickets and sought a full refund due to the evident medical emergency. The airline advised them to submit a medical waiver through EaseMyTrip, since the tickets were booked through that platform.
Despite their efforts, the refund process was met with unnecessary delays. Raghuram sent an email to EaseMyTrip on November 15, followed by the submission of medical documentation on November 17. The family encountered a frustrating back-and-forth between Qatar Airways and EaseMyTrip, both of whom pointed fingers at each other regarding responsibility for the refund.
Disputes Over Responsibility for Refund
As the case progressed, the complainants asserted that Qatar Airways denied their medical waiver request on the grounds that it was submitted late—on November 30, 2024. They countered this claim by citing their earlier attempts at communication. EaseMyTrip claimed that they served merely as a facilitator and could only process the refund following the airline’s approval. At the same time, Qatar Airways contended that EaseMyTrip bore primary responsibility due to the nature of the ticket purchase.
After thorough scrutiny of medical documentation, email exchanges, and responses from both companies, the commission concluded that Raghuram had adequately presented his medical situation to justify the need for cancellation. Furthermore, an analysis of Qatar Airways’ policy on medical waivers indicated that simply rejecting the request without substantial reasoning was inadequate, considering the evidence provided by the passenger.
In the judgment for CC No. 195 of 2025, the commission identified both Qatar Airways and EaseMyTrip as liable for the consumer’s grievances due to their failure to resolve the situation despite multiple follow-ups. The commission ultimately decided that there was a lack of service on their part.
Compensation and Refund Directive
The commission ruled that both companies must issue a combined total refund of ₹1,86,168 along with 12% annual interest. Additionally, they were ordered to compensate the family with ₹1 lakh for the mental distress caused and an extra ₹20,000 to cover legal costs. The directive mandates compliance within 45 days from the date the order is received.
This ruling underscores the importance of accountability in the airline and travel service industries, particularly when it comes to responding to medical emergencies and consumer rights.