Travel agency to pay Rs 4 lakh for poor service

Chennai: A City Consumer Forum has directed a Mumbai based travel agency to pay Rs 4 lakh in refund plus fine and cost for goofing up a person’s dream of visiting far eastern countries in a tour package organised by the company. While his wife and minor son got Singapore visas, the businessman failed to get one four years ago.

In the petition, Akula Reghu Deena Kumar of Old Washermenpet submitted that M/s Kuoni Travel India Private Limited, Mumbai arranged group tour ‘Far East 2013’. The package included countries like Malaysia and Singapore. Kumar planned to take the trip along with his wife and his minor son. His relative G.K. Balachander also decided to accompany them along with his family members.

Kumar paid Rs 3,36,773 for him and his family members in May 2013 to the agency whose manager assured him that he would get the visa from the consulates of the countries to be visited and to book tickets for flights and cruise, besides arrange board and lodging.  The tour programme was scheduled to commence on May 12, 2013 from Chennai. The manager informed him to be ready with baggage and other necessary items.

Later, the manager informed him that visas for his wife, son and Balachander’s family were received but Kumar’s visa was not cleared. The manager requested him to send his wife and son to travel along with G.K. Balachander's family and he could join them in the next couple of days.

Kumar said he could not send his wife and son as they had no experience of international travel. On June 3, 2013, he sent an e-mail demanding the refund of the amount paid by him. He then filed the complaint to the forum seeking direction to refund the amount paid and also compensation for mental agony with cost.

In its reply, the travel agency informed that it had no role in the processing of visas and their issue. The company only acted as a courier between the tourists and Embassies and that Kumar had failed to submit additional documents sought by the Embassies. The Singapore embassy released visas only for his wife and son but not for Kumar. Since there was a delay in obtaining the visa from the Singapore embassy, Kumar decided to abandon the travel plan.  As a goodwill gesture, the agency offered a refund of USD $945 to him and claimed there was no deficiency in service on its part at any level.

The bench of District Consumer Disputes Redressal Forum, Chennai (North) - president K. Jayabalan and member T. Kalaiyarasi - said that while submitting documents to the Embassy, the travel agency had not submitted the required ones for Kumar. As a result, the visa was not issued to him and this was a negligent act on the part of the agency. The bench directed the company to pay him a refund of Rs 3,91,773 including a compensation of Rs 50,000 and cost of Rs 5,000.