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Hindustan Times
06-07-2025
- Business
- Hindustan Times
Bengaluru senior citizen legally wins refund fight against tour operator after firm withholds her passport
A Bengaluru-based travel agency has been pulled up by the city's consumer commission for unfair business practices after it withheld both the passport and advance payment of a senior citizen who cancelled her Europe trip due to health concerns, reported The Times of India. A Bengaluru travel agency reportedly withheld the passport of a senior citizen after she cancelled her international trip. (File) Also Read - 'Am I really in Bengaluru?': Commuter surprised as auto driver turns on meter without haggling What is the case? According to the report, the 63-year-old Chandraprabha M, a resident of ISRO Layout in JP Nagar, visited the Vijay Nagar office of Chariot World Tours Ltd in March 2024 to make a routine enquiry about a European holiday. However, she ended up being persuaded to book the 'Chariot All Inclusive 18 Nights, 19 Days Europe Tour' set to begin on May 13, 2024. Claiming it was a limited-period offer, the tour staff allegedly urged her to make an instant decision. Pressured by the pitch, Chandraprabha paid a ₹1 lakh advance on the spot via cheque and handed over her original passport and supporting documents. However, her plans changed the very next day, after her doctor advised against international travel due to health complications. She promptly contacted the tour company to cancel the trip. As requested, a written cancellation letter was submitted at the tour office by her son, Shashank G, on March 23 at 10 am. Despite verbal assurances of a refund and return of her passport, the agency sent a letter two days later stating that her full advance payment was forfeited. They cited a non-refundable policy, which Chandraprabha said was never disclosed at the time of booking. Also Read - Bengaluru delivery agent, 25, dies on spot after KSRTC bus rams into his two-wheeler The company also refused to return her passport and travel documents. Left with no other option, Chandraprabha issued a legal notice on April 6, demanding the return of her documents and refund of the advance. When the agency failed to respond, she approached the consumer court on May 27, accusing the firm of unfair trade practices. In its defence, Chariot World Tours claimed that the customer had willingly cancelled her tour 52 days ahead of departure. They said the payment included ₹90,702 as advance, ₹4,536 as GST, and ₹4,762 as Tax Collected at Source (TCS), which together constituted about 23% of the total tour cost of ₹4.3 lakh. The agency insisted the amount was non-refundable and that Chandraprabha had signed terms and conditions agreeing to this. After reviewing submissions from both parties, the consumer forum criticised the tour operator's stance. The commission pointed out that the booking and cancellation took place within a day, and no major expenses could have been incurred by the company in such a short span. It ruled that applying a blanket non-refundable clause under such circumstances was both 'unjust and unfair.' As a result, Chariot World Tours Ltd has been directed to refund the amount after deducting 5%, pay ₹30,000 as compensation for the harassment caused, and ₹10,000 towards litigation expenses.
Time of India
04-07-2025
- Time of India
Woman sues Bengaluru travel firm for withholding passport, wins refund & compensation
Bengaluru: What began as a routine enquiry about a European holiday turned into a legal tussle for 63-year-old Chandraprabha after a travel agency withheld her passport and refused to refund the Rs 1 lakh advance paid for the trip. Tired of too many ads? go ad free now Though she cancelled the tour 52 days ahead on account of health issues, the firm cited a non-refundable clause. Terming this unjust, the consumer commission recently ordered a partial refund and compensation. The story began when Chandraprabha M, a resident of Isro Layout, JP Nagar, walked into the office of a city-based tour operator, Chariot World Tours Ltd, in Vijayanagar on March 21, 2024. A simple enquiry ended with her being coaxed into booking the Chariot All Inclusive 18 Nights, 19 Days Europe tour, slated for May 13, 2024. The staff, claiming there was a limited-period discount, allegedly created urgency and lured her into shelling out an advance of Rs 1 lakh on the spot. Chandraprabha handed over the cheque along with her original passport and other documents. But just a day later, the excitement turned into anxiety as her family doctor advised her not to travel abroad. She immediately called the tour operator to cancel the booking. The staff asked her to submit a written request, after which they assured to return her money and passport. Chandraprabha's son, Shashank G, personally submitted the cancellation letter at the tour office on March 23, 10am. But instead of a refund, the company sent a letter on March 25, bluntly stating Chandraprabha's entire Rs 1 lakh was forfeited, citing terms and conditions which she claims were never shared at the time of booking. Adding to the ordeal, the company also refused to return her passport and other travel documents. Tired of too many ads? go ad free now Despite repeated requests, she was left with empty answers. Finally on April 6, she issued a legal notice demanding her money and documents back. She filed a consumer complaint on May 27, 2024, on the grounds of unfair and illegal practices. In its defence, the tour operator denied all allegations and said the woman had paid Rs 90,702 as advance, Rs 4,536 as GST, and Rs 4,762 as TCS. But 52 days before departure, she voluntarily cancelled the trip. The operator maintained the advance was non-refundable as per policy, and she had signed documents agreeing to the terms. According to them, Chandraprabha had paid around 23% of the total tour cost of Rs 4.3 lakh. After hearing both sides and going through all the evidence, the commission pointed out that the booking was made 53 days before departure and cancelled the very next day,. "If the operator could confirm bookings 53 days in advance, it's unclear why cancellations couldn't be processed the next day," the commission said, adding that applying the non-refundable clause in this situation was unjust and unfair. The consumer forum also observed that within a day of booking, it was unlikely the operator had incurred any significant expense on behalf of the complainant. At best, the firm could have deducted 5% towards administrative charges, but withholding the entire Rs 1 lakh was unreasonable, it ruled. The commission also criticised the operator for withholding Chandraprabha's passport for over a year, calling it an "unwarranted and serious action". The forum ordered Chariot World Tours to refund the advance amount after deducting 5%, aside from paying Rs 30,000 as compensation and Rs 10,000 as litigation costs.
