Hyderabad: The Hyderabad District Consumer Commission has directed online ticketing platform BookMyShow to pay compensation to a customer after failing to inform him about the cancellation of a movie show. The commission ordered the company to pay ₹10,000 as compensation and ₹2,000 towards litigation costs.
Customer Reached Theatre, Found Show Cancelled
The case was filed by Narayanan Kuttigopalakrishnan, a resident of Kukatpally, who booked a ticket through the BookMyShow app for a screening at Cinepolis, Lulu Mall, on January 1, 2025. However, when he reached the theatre, he found that the scheduled movie had been cancelled and another film was being screened instead. According to the complaint, neither BookMyShow nor the theatre management informed him about the cancellation in advance.
BookMyShow Defends Its Role
During the hearing, BookMyShow argued that it only acts as an intermediary between customers and theatre operators. The company said decisions regarding movie screenings, schedule changes, or cancellations are taken by theatre management. BookMyShow also informed the commission that it had refunded the ticket amount of ₹207.14 to the customer the next day.
Consumer Commission Holds Platform Responsible
After reviewing the case, the commission ruled that customers must receive timely information if a booked show gets cancelled. The commission observed that making a customer travel to the theatre without prior notice amounts to a deficiency in service. It held that platforms facilitating ticket bookings also have a responsibility to communicate important updates to customers.
Compensation Awarded to Consumer
The commission directed BookMyShow to pay ₹10,000 as compensation for the inconvenience caused to the customer. It also ordered the company to pay ₹2,000 towards legal expenses. The ruling highlights the responsibility of online ticketing platforms to keep customers informed about cancellations and schedule changes in a timely manner.