Mumbai Consumer Commission Secures ₹2.15 Lakh Compensation From Defiant Travel Firms After Police Intervention

Six months after the Mumbai Suburban District Consumer Dispute Redressal Commission directed the Mumbai and Gujarat police to serve summons to defaulting travel agencies Mantis Technologies, Paulo Travels, and Myron Pereira, acting CEO of Paulo Travels the defaulters have finally complied with the commission’s orders. The travel firms paid a total compensation amount of Rs 2,15,635, including penal interest, after the police intervened and served them with the commission’s summons.

The commission had ordered the police to summon the defaulters to appear in person and explain their non-compliance with the earlier ruling. The execution of the order was carried out after months of delay.

The case dates back to November 12, 2021, when Shekhar Hattangadi, a senior citizen from Kandivali, filed a complaint with the consumer commission. Hattangadi recounted that he had purchased a bus ticket online on December 12, 2018, through the website managed by Mantis Technologies. On the day of travel, he claimed that Paulo Travels failed to provide the correct pick-up point in Surat and later forced him to disembark approximately 50 km outside Mumbai. Hattangadi asserted that the travel agency failed to communicate any change in route or provide the promised alternative arrangements.

He further highlighted the trauma, agony, and mental and physical distress he suffered, particularly being left to fend for himself at midnight. Although Mantis Technologies had apologized via email, they refused to accept responsibility

The consumer commission in its order passed in January, had  ruled that both the travel portal and the bus service were obligated to inform Hattangadi in advance about the change in route and ensure alternative arrangements were made. Observing that the opponents did not dispute the facts, the commission had ordered the companies to pay a compensation of Rs 2 lakh to the complainant, who had initially paid Rs 745 for the ticket.

However, after the defaulters failed to comply, the commission’s registrar escalated the matter to the Commissioners of Police of Goa and Gujarat, asking them to serve the summons to Mantis Technologies and Paulo Travels.

Following the intervention, the defaulting companies paid the compensation amount, including penal interest, bringing the total to Rs 2,15,635,