CHANDIGARH: The District Consumer Disputes Redressal Forum directed Zinga Travels,
Sector 27, Chandigarh to pay Rs 50,000 for delaying a planned Europe trip for a couple in 2016, despite being paid in advance and thereafter not providing them the promised
services after sending them to Paris in 2017. The firm was asked to refund Rs 1.71 lakh paid by the complainants.
Kamal Gupta and his wife, residents of Zirakpur, stated that they had planned to go on a Europe trip and availed the services of the travel agency to arrange a tour for 10 days and nine nights incurring expenses of Rs 1.45 lakh per person.
The couple paid an amount of Rs 1 lakh to the agency through cheque dated April 22, 2016 to initiate the process of getting visas and completing other formalities. On April 26, 2016, they paid Rs 50,000 and submitted their passports to avoid any further delay. However, despite this, the agency failed to send them on the trip in May.
Finally, on June 16, 2017, the agency handed them the flight tickets, hotel booking voucher and an itinerary. The couple alleged that after they reached Paris on June 17, 2017, Zinga Travels refused to provide the services assured by them. The couple said they were not provided with the meal vouchers, local sightseeing passes, transfer tickets — city and intercity— and no information was given about the guide.
They further said that the agency had assured them that it would hand over all other necessary/required documents in Paris at the time of check-in at the hotel, but failed in doing so. By the end of the day, on being asked to arrange return tickets to India, the company refused to do so as a result of which the couple had to pay for the return flights from their own pockets.
In their reply, the agency stated that the couple was fickle minded due to which the entire confusion was caused. It was added that the company had not received the entire amount as disclosed to the complainants. It was alleged that the couple had levelled false and frivolous allegations after enjoying their trip and got their return tickets booked that too without informing the company.
Forum after hearing both sites stated: “We find that the complainants have suffered great mental torture and harassment in addition to financial loss.” Forum further held the agency liable of failing to produce any documentary evidence to substantiate the fact that they had made adequate and proper arrangements for the complainants during their trip in Paris”
The company was directed to pay a compensation and refund the money paid for the days the couple did not stay in Paris. They were also directed to pay Rs 10,000 as litigation cost.