MUMBAI: A consumer disputes redressal commission in Mumbai has directed Bengaluru-based travel company East Wing Travel and Tourism Private Limited to pay Rs 60,000 in compensation and litigation costs to a Mumbai resident for deficiency in service, including allowing men to join a tour that had been marketed as a “Ladies Only” trip to Thailand, news agency PTI reported.The District Consumer Disputes Redressal Commission, Additional DCF, Mumbai (Suburban), in an order passed earlier this month, found that the travel company “failed to discharge its contractual obligations in the manner promised while marketing the package”.“The unilateral alteration of the itinerary after receiving the entire consideration, failure to conduct the promised visit to James Bond Island and Phi Phi Islands, inclusion of male participants in a package advertised as a ladies only tour and the overall deficient execution of the tour clearly establish deficiency in service,” the commission remarked.The commission further held that misleading representations about the itinerary and the nature of the package also amounted to an unfair trade practice under the Consumer Protection Act, PTI reported.According to the complainant, a resident of Chembur, she had booked a four-night and five-day tour to Phuket and Krabi, scheduled from January 15 to 19, 2025, for Rs 99,500 from East Wing Travel and Tourism Private Limited.The travel agency had marketed and promoted the package specifically as a “Ladies Only” tour. However, male members and families were included in the same tour group despite the representation, the complainant alleged as per the PTI report.She further claimed that two days before the departure, the company issued a revised itinerary that dropped major attractions, including visits to James Bond Island and Phi Phi Islands, and replaced them with a trip to Coral Island.Since the cancellation policy stipulated 100% cancellation charges, the complainant said she had no practical option but to continue with the tour.She also alleged that the group was provided a three-star hotel in Phuket instead of the promised four-star accommodation. Meals were served at unusually late hours, while the Phuket Fantasea Show and dinner were also poorly organised, she claimed.Despite being served notice, the travel agency failed to appear before the commission to contest the allegations. The matter, therefore, proceeded ex parte.After considering the documents placed on record, the commission held that the opposite party had failed to provide the services in the manner represented at the time of booking.However, the commission was not inclined to grant the entire monetary relief sought by the complainant.“It is an admitted position that the complainant availed the international air tickets, hotel accommodation, airport transfers, breakfast, transport and other facilities included in the package,” the commission noted.Partly allowing the complaint, the commission directed the travel company to pay Rs 40,000 towards mental agony, inconvenience and deficiency in service, and another Rs 20,000 towards litigation costs.The total amount payable to the complainant was thus fixed at Rs 60,000, PTI reported.(With agency inputs)
