Chandigarh: Travel agency and online booking portal sanctioned for service deficiency: The Tribune India


Tribune press service

Chandigarh, September 18

The District Consumer Disputes Redressal Commission, Chandigarh has ordered a travel agency and online booking portal to pay a resident of the city Rs 35,000 for failing to provide promised services on his honeymoon.

The amount consists of compensation for causing him mental agony and harassment during the trip and the litigation.

In his complaint, Manish Goyal, a resident of Sector 44, Chandigarh, said he availed a Goa Honeymoon Package from Trip String (OPC) Private Limited, Malviya Nagar, New Delhi, through a web portal , Travel Triangle, after paying an amount of Rs 37,000. He said the honeymoon package included a six-day, five-night stay for two adults at Riva Beach Resort, Goa. A fragrant cake, room decoration with flowers and a candlelight dinner were also included in the package.

He said on arriving in Goa, Riva Beach Resort which was already booked was changed to Regenta Beach Resort by the agent due to non availability which was not up to par.

When the OP (travel agency and online portal) agent was asked to change stations, he refused to do so. Under pressure and having no other choice, he had to stay at Regenta Beach Resort in Pernem, Junas Waddo, Goa.

He said Regenta was located in a remote and dangerous place. The location of the hotel had no direct connectivity to road transport. So he and his wife had to take a narrow “kutcha” path to reach the hotel. In addition, the room provided by the hotel was not the one mentioned in the package. It was more of a downgraded room than the pre-booked honeymoon package. Despite the promise, the PO agent failed to change the Regenta hotel. On January 21, 2021, they were transferred to Riva Beach Resort only for the remaining two days of their trip. They left there on January 23.

He alleged that due to deficient, unethical and unfair acts and conduct of the OPs, the entire honeymoon of the Complainant and his wife was ruined resulting in a bad experience of their lives. , causing harassment and mental agony. A legal notice was also sent to POs in this regard, but to no avail.

The commission said the OPs did not show up despite the notices. They were therefore prosecuted ex parte void by order of March 14, 2022.

After hearing the arguments, the commission said that the failure of the POs to render the services promised to the complainant despite receiving the full amount of the honeymoon package clearly amounts to a lack of service on their part. In view of this, the POs are required to pay the plaintiff 35,000 rupees as compensation for causing mental agony and harassment due to their deficient services, which also includes court costs.

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