Mumbai, Jul 23 A consumer disputes redressal commission here has directed a Bengaluru-based travel company to pay Rs 60,000 as compensation and costs to a Mumbai resident for deficiency in service, which included allowing men on a promised "ladies only" tour to Thailand.
The District Consumer Disputes Redressal Commission, Additional DCF, Mumbai (Suburban), in an order passed earlier this month, found that the travel company "failed to discharge its contractual obligations in the manner promised while marketing the package".
"The unilateral alteration of the itinerary after receiving the entire consideration, failure to conduct the promised visit to James Bond Island and Phi Phi Islands, inclusion of male participants in a package advertised as a ladies only tour and the overall deficient execution of the tour clearly establish deficiency in service," the commission remarked.
It asserted that misleading representations made regarding the itinerary and the nature of the package also amount to unfair trade practice under the Consumer Protection Act.
As per the complainant, a resident of Chembur, she had booked a four-night and five-day tour, scheduled from January 15 to 19, 2025, to Phuket and Krabi for Rs 99,500 form East Wing Travel and Tourism Private Limited.
The travel agency marketed and promoted the package specifically as a "Ladies Only" tour, though male members and families were included in the same tour group despite this representation, the complainant said.
She further claimed that two days before the departure, the firm issued a revised itinerary that dropped major attractions, including visits to James Bond Island and Phi Phi Islands, taking the group to Coral Island instead.
Since the cancellation policy provided for 100 per cent cancellation charges, she had no practical option but to continue with the tour. Moreover, the tourists were provided a 3-star hotel in Phuket instead of the promised 4-star accommodation, the complainant said.
She added that meals were served at unusually late hours, and the Phuket Fantasea Show and dinner were poorly organised.
Despite being served notice, the travel agency failed to appear before the commission to dispute the allegations. Hence, the matter proceeded ex parte.
The commission, after considering the documents on record, ruled that the opposite party failed to provide the services in the manner represented at the time of booking.
It, however, was not inclined to grant the entire monetary relief claimed by the complainant.
It is an admitted position that the complainant availed the international air tickets, hotel accommodation, airport transfers, breakfast, transport and other facilities included in the package, the commission noted.
Thus, partly allowing her plea, the commission directed the company to pay Rs 40,000 towards mental agony, inconvenience, and deficiency in service, and Rs 20,000 towards litigation costs.
