Travel Agency To Deliver Services Senior Citizen Rs 1 45 Lakh

A Kerala district consumer commission has ordered Rs 1.45 lakh as refund and compensation to a senior citizen who faced inconvenience owing to “deficient” services provided by a travel operator for her Singapore-Malaysia tour package.

A bench of president Ravi Susha and members Molykutty Mathew and Sajeesh K P observed that the travel agency failed to provide the service assured by them for sightseeing and that the complainant and her son were isolated from the other members.

“The act of OP the complainant caused much mental agony and financial loss. Therefore we hold that the OP is liable to refund Rs 1 lakh to the complainant as the loss caused to the complainant due to the deficiency of service on the part of OP along with Rs. 35,000 as compensation for mental agony caused to the complainant and Rs. 10,000 as litigation cost,” the order dated May 29 read.

According to the complaint, the senior citizen and her son planned a foreign trip with a seamless experience. They booked a Singapore-Malaysia tour package after relying on the travel operator’s advertisements.

The package allegedly included four-star accommodation, three-course meals, airport representatives to receive and escort them to hotels, sightseeing arrangements and transportation for shopping.

The complainant stated that she paid Rs 2.42 lakh, comprising Rs 1,70,400 as package charges and Rs 71,600 towards flight fares.

It was alleged that upon arriving at Singapore airport, neither the complainant nor her son found any representative to receive them.

They stated that despite repeatedly calling the travel operator, they received no assistance and had to remain at the airport for nearly seven hours before making their own arrangements.

It was further alleged that they also had to purchase food and drinking water at their own expense, as the promised breakfast and other facilities were not provided.

The complainant submitted that the act of the opposite party caused mental agony and financial loss. Alleging deficiency of service and unfair trade practice, the complainant moved consumer forum.

Although notice was served, the travel operator failed to appear before the commission or file a written statement. The matter, therefore, proceeded ex parte.

The ruling reinforces that travel operators are bound to deliver the facilities and assistance promised under package tours and can be held liable when significant shortcomings deprive consumers of the experience they paid for. The decision also highlights that consumers are entitled to compensation where such lapses cause financial loss, inconvenience and mental agony, particularly in the case of senior citizens.

For consumer-related grievances, individuals may contact the consumer helpline in their respective states (Kerala helpline: 1800-425-1550) or call the National Consumer Helpline at 1915 for assistance.

Ashish Shaji is a Senior Sub-Editor at The Indian Express, where he specializes in legal journalism. Combining a formal education in law with years of editorial experience, Ashish provides authoritative coverage and nuanced analysis of court developments and landmark judicial decisions for a national audience. Expertise Legal Core Competency: Ashish is a law graduate (BA LLB) from IME Law College, CCSU. This academic foundation allows him to move beyond surface-level reporting, offering readers a deep-dive into the technicalities of statutes, case law, and legal precedents. Specialized Legal Reporting: His work at The Indian Express focuses on translating the often-dense proceedings of India's top courts into clear, actionable news. His expertise includes: Judicial Analysis: Breaking down complex orders from the Supreme Court and various High Courts. Legal Developments: Monitoring legislative changes and their practical implications for the public and the legal fraternity. Industry Experience: With over 5 years in the field, Ashish has contributed to several niche legal and professional platforms, honing his ability to communicate complex information. His previous experience includes: Lawsikho: Gaining insights into legal education and practical law. Verdictum: Focusing on high-quality legal news and court updates. Enterslice: Working at the intersection of legal, financial, and advisory services. ... Read More