Holding Cox and Kings deficient in services, a district consumer disputes redressal forum here has directed the travel agency to compensate a group of complainants by paying over ₹60,000 following allegations that the agency had failed to deliver services on the tour promised.
Directing the travel agency to compensate the complainant, the consumer panel said, “…reserving rights in the terms and conditions for tour [travel agency] cannot skip its liability to provide proper meals at proper places on the tour to the participants…”
Complainant Sushil Jain alleged that despite paying the requisite booking charges, the agency had failed to provide the services promised on the Europe trip.
Rooms and food
“Rooms in a 4-star hotel were assured but instead, very small rooms accommodating only two persons were made available. Problems regarding Jain food and meal was also experienced. The [agency] also did not provide Euro Star train journey as assured and the complainants were made to travel by cruise,” the complaint read in the order.
Further, it was alleged that the family was booked on different flights. “It is also surprising to note that the couple was travelling on a flight scheduled for 10.15 a.m. and the children of the same couple below 12 years had to travel alone by the next flight, which was entirely unprofessional and irresponsible on the part of the [agency],” the forum observed.
An additional sum of ₹5,000 has been awarded by the consumer forum for litigation charges.
