The Alappuzha District Consumer Disputes Redressal Commission has ordered a travel agency and its partners to pay over Rs 5 lakh in compensation and legal expenses after stranded holidaymakers were forced to walk 15 kilometers to the Vaishno Devi Temple due to total failure of promised services.
Passing the order on July 31, Commission President Sholy P R and member Lekhamma C K directed the agency and its business partners to pay Rs 4.98 lakh to the complainant, along with Rs 3,000 in litigation costs. The operators were held jointly and severally liable to execute the payment within 60 days.
Stranded at Katra Railway Station
The case originated from a planned tour covering religious sites and sightseeing destinations in Kashmir organized for a 22-member group. Each member had deposited Rs 21,000 into the account of the group leader, who subsequently remitted the full amount to the travel operator to secure transport, lodging, and guided itineraries.
According to the complaint, the group arrived at Katra Railway Station at 11:30 p.m. on March 22, 2025, but found no agency personnel present to receive or assist them. Phone calls to the numbers provided by the agency went unanswered.
Left without the contractual arrangements, the travellers were forced to pay out-of-pocket for local logistics and trek approximately 15 kilometers on foot to reach the Vaishno Devi shrine without any support from the agency.
Ex Parte Order and Bounced Refund Cheque
The consumer commission proceeded ex parte after finding that the travel agency and its partners deliberately evaded official notices issued regarding the complaint.
Advocate K A Eswariamma, representing the complainant, submitted documentation including the travel agency’s registration details, bank transaction records, itinerary summaries, and a cheque issued by the firm that was dishonoured due to insufficient funds.
Evaluating the evidence, the commission held that the operator’s irresponsible conduct caused significant disruption and financial loss to the tour party. The ruling affirmed that travel operators remain legally accountable for financial losses caused to consumers when failing to deliver services after accepting payment.
