Not covering risk of visa refusal in plan deficiency in service: Panel

Not covering the risk of refusal of visa in the travel plan prepared in haste is the deficiency in service. While observing this, the District Consumer Disputes Redressal Commission here has directed a travel company, Make My Trip, to refund Rs 3,77,254 to a city resident along with interest at the rate of 9% per annum.

The commission has also directed the travel company to pay Rs 20,000 to the complainant as compensation for causing mental agony and harassment, and Rs 10,000 as litigation costs.

Mandeep Singh, a resident of Dhanas, in his complaint filed before the commission, said the company had received the total amount from him in advance even before the processing of the visa application.

He said the representatives of the travel company contacted him about different international tour packages in June, 2022.

Accordingly, he booked a seven-day holiday packages for two adults, one child for Europe, namely “Swiss Paris Delight Group” from September 25, 2022, to October 2.

The total tour package cost was Rs 4,71,567 and visa fee Rs 26,726. The tour was subject to visa confirmation, which the company committed as per quotation. He paid Rs 4,71,567 to the travel agency.

The opposite party confirmed the package through e-mail and they submitted all relevant documents along with passports.

After submitting the documents, he waited for visa documents from the Embassy concerned, but he got none.

Ultimately, he was conveyed that the visa was refused and he should collect the passports.

Thereafter, Mandeep contacted the company for a refund of the payment, but to no avail. Alleging the act of the company amounted to deficiency in service and unfair trade practices, he filed the complaint.

The company denied that it had committed visa confirmation to the complainants. They could only merely assist the complainants in submitting their visa application. Thus, there was no deficiency of service on their part.

After hearing the arguments, the commission said it was recommended that travel plan be finalised after obtaining visa for the destination country, especially if visa requirements are strict, processing time is long or rejection chances are high. But in this case, the company in a hasty manner collected the whole amount from the complainants in advance but did not cover the risk of refusal. Thus forced the complainants to indulge in the instant unnecessary litigation, which is clear cut deficiency of service and unfair trade practices. Hence, the company is directed to refund of the amount after 20% deduction as services charges.

The company is also directed to pay Rs 20,000 to the complainants as compensation for causing mental agony and harassment and Rs 10,000 as litigation costs.