Central Mumbai's Consumer Redressal Forum has penalised Kesari Tours and its city-based sales agents for causing mental agony to a Pune-based couple and directed the company to pay Rs50,000 as compensation. It was also asked to pay Rs5,000 towards the complainants' litigation cost.
The case goes back to 2011, when Sachin and Uma Agrawal decided to go on a European tour and selected a package by Kesari Tours. On December 1, they registered for the 'Popular Europe' tour, scheduled from May 1 to May 18, 2012. The total cost was Rs 4.6 lakh.
After booking the tickets, the complainants received a confirmation from the firm, informing them about their bookings, flights and hotel.
However, a few days later, the couple received a call from the agency, informing them that Uma's passport was lost. The trip had to be postponed indefinitely. Finally, on May 19, a new passport was issued to Uma.
When Sachin asked the agency how it would rectify its negligence, the company said a new trip would be arranged in June. However, owing to a problem with children's accommodation, the couple requested the agency to cancel the trip and refund them, which it refused to do.
The couple were thus forced to take the trip. However, the agency surprised the couple, informing them on May 28 that their Europe trip was scheduled for the next day. On returning from the tour, the complainants sent a legal notice to the firm, demanding compensation. When Kesari Tours refused to pay up, the complainants approached the forum.
The agency claimed that the complaint filed by the couple was baseless and without any reasonable cause and the couple had thoroughly enjoyed the trip.
"Though a new tour was offered, the complainants were required to make arrangements for business and other day-to-day work. So, a mere offering of new tour in lieu of first one will not compensate the losses," the forum ruled.
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}
)
){kind=small}
){kind=small}
)
)
)
)
)
){kind=small}
){kind=small}
){kind=small}
){kind=small}
){kind=small}