A consumer forum directed holiday package provider SOTC Travel Services Pvt. Ltd. to refund ₹2,41,500 and pay ₹25,000 as compensation to two consumers who planned a vacation in China.
Dealing with a complaint filed by Anisha Ewari and Viqar Cherry Ewari, both residents of Gachibowli, the forum stated though the company said it had used the payment to make travel arrangements, no document was filed to substantiate that claim.
The complainants stated that in May 2017 payments of ₹2,41,500 was made in three tranches. They were sent a document check-list for the China visa which mentioned that an updated bank statement of the last six with a minimum balance of ₹1.6 lakh in each should be furnished. For this, the complainants stated that they took a ₹2 lakh loan on fixed deposits.
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In June, the complainants enquired with the company about the status of the visas but were ‘shocked’ as their applications were rejected. After demanding a refund, they claimed that the company informed them 100% cancellation charges would be applicable.
On its part, the company rejected all claims of deficiency in service and stated that the complainants were misleading the forum, adding that they disregarded the booking terms and conditions, as well as the cancellation charges. It stated that as per these, ‘no-show’ would result in 100% cancellation charges. The company pointed out that rejection of visa is not their domain and they have no role to play in countries granting or refusing visas.
After hearing both sides, the forum noted the respondent’s claim that payment was used for booking and other travel arrangements and, hence, cannot be refunded. However, it stated the company did not file any documents to substantiate the claim.Apart from ordering refund and compensation, SOTC was directed to pay costs of ₹10,000.
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