Why BookMyShow was ordered to pay ₹12,000 for a cancelled ‘Barroz’ screening in Hyderabad
HYDERABAD: The Hyderabad District Consumer Commission-I has directed online ticketing platform BookMyShow to pay ₹12,000 to a customer for failing to inform him about the cancellation of a movie screening, holding the company responsible for deficiency in service.
The complaint was filed by Kukatpally resident Narayanan Kuttigopalakrishnan, who had booked a ticket through the BookMyShow app for the 10.50 IST screening of Barroz, starring Mohanlal, at a Cinepolis theatre in Lulu Mall on January 1, 2025.
New Year outing disrupted
According to the complaint, the customer reached the theatre only to find that the scheduled screening had been cancelled and another film was being shown instead.
He alleged that neither the theatre management nor BookMyShow had informed him in advance about the cancellation. The lack of prior notice disrupted his New Year’s Day plans and caused inconvenience, prompting him to approach the consumer commission for relief.
BookMyShow cites intermediary role
In its defence, BookMyShow argued that it functions only as a facilitator between moviegoers and theatre operators. The company said decisions regarding screening schedules, cancellations and show timings are taken by theatres.
It also submitted that the full ticket amount of ₹207.14 had been refunded to the complainant the day after it received the grievance.
Platform cannot avoid responsibility: Commission
After hearing both parties, the commission observed that a ticketing platform cannot avoid responsibility once tickets are sold through its service.
The commission noted that consumers reasonably expect timely updates regarding cancellations and schedule changes, and that communicating such information forms part of the service offered by the platform.
It further held that merely refunding the ticket cost was insufficient, as the consumer had lost time and suffered inconvenience and mental agony because he was not informed before arriving at the theatre.
Holding BookMyShow responsible for deficiency in service, the commission ordered the company to pay ₹10,000 as compensation and ₹2,000 towards litigation expenses.
Consumer rights extend beyond refunds
The order underscores that consumer rights are not limited to reimbursement of ticket costs. Service providers are also expected to keep customers informed of cancellations and changes in a timely manner and respect the value of consumers’ time.
