A Mohali-based travel company has been ordered by the Patiala District Consumer Disputes Redressal Commission to refund ₹1.2 lakh and pay ₹10,000 in compensation to a couple. The ruling came after the company allegedly failed to deliver the promised four-star accommodation during the couple's Lakshadweep vacation, instead providing a 'substandard' homestay.
The Disputed Lakshadweep Vacation Package
The couple had initially purchased a holiday membership from the travel company for ₹1.2 lakh, entitling them to five nights and six days of holiday stays annually over five years. They later booked an Agatti Island tour package for May 8-11, 2024, expecting accommodation at a deluxe beach resort, as allegedly promised by the company.
However, just before their departure, the travel firm reportedly demanded an additional ₹21,500, which the couple paid under duress. Upon arrival at Agatti Island, they discovered they had been placed in a homestay, a stark contrast to the four-star property they were assured. The couple claimed they received no assistance despite repeatedly contacting the company during their trip.
Consumer Commission's Findings and Ruling
After their return, the couple sent a legal notice seeking a refund, which the company allegedly ignored. The Patiala District Consumer Disputes Redressal Commission noted that the travel company failed to respond to the complaint, leading the matter to proceed ex parte.
In its June 30 order, the commission found that the services provided to the couple during their Agatti tour were not in line with the terms and conditions of their agreement. The order explicitly stated, “The services provided by the OP to the complainant during their first tour to Agatti were not as per the terms and conditions of the agreement as a home stay was provided to the complainants instead of stay in a four star hotel as per the terms and conditions of the agreement.”
The commission directed the company to refund the full ₹1.2 lakh paid by the couple for the holiday membership and an additional ₹10,000 as compensation for the inconvenience caused. The company has been given 45 days to comply with the order.
Implications for Travelers
This ruling reinforces consumer protection laws, emphasizing that travel companies cannot unilaterally substitute promised services with inferior alternatives. If a package is booked based on specific commitments, such as a particular category of hotel, failing to provide those services constitutes a deficiency in service. Such failures can lead to liability for refunds and compensation under consumer protection statutes.
Consumers facing similar issues are advised to approach their state consumer helplines or contact the National Consumer Helpline for assistance.