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Acting on a complaint filed by pilgrims in Kerala, the Consumer Commission has ordered a company to refund ₹8.62 lakh (including interest) and pay ₹1 lakh in compensation to each complainant.

Some individuals in Kerala had booked a tour package with the dream of going on a pilgrimage. However, when the pilgrims were denied the opportunity to undertake the journey and their money was not refunded, the matter reached the Consumer Commission. The case originated in Kerala's Kasaragod district, where the Consumer Disputes Redressal Commission ordered the tour operator and all responsible parties to refund the sum of ₹8.62 lakh, along with interest, to the pilgrims.

Additionally, the Commission ordered the payment of ₹1 lakh in compensation and ₹3,000 towards litigation costs to each complainant.

What was the cost of the pilgrimage booking?

It is worth noting that the pilgrims from Kerala had booked a tour package covering a journey from Mangaluru to Delhi, Ayodhya, Varanasi, and Gaya. The tour operator had quoted a price of ₹47,750 per person for the package, which also included accommodation arrangements in Delhi.

According to the complainants, the company initially collected an advance payment of 50% of the tour cost and later charged an additional 25%. The pilgrims claim that, collectively, they had paid a total of ₹8.62 lakh to the company.

Where did the problem arise?

The complainants alleged that the company cancelled the trip without prior notice. Subsequently, neither train nor flight tickets were arranged, nor were hotel accommodations booked.

After the trip was cancelled, the pilgrims sent a legal notice to the company demanding a refund, but the company failed to return the money. Consequently, they filed a complaint with the Consumer Commission.

What did the Commission say?

The Kasaragod District Consumer Commission observed that the pilgrims had deposited their money relying on the tour operator's advertisements and promises. They had already paid up to 75 percent of the total trip cost. However, as the trip did not materialize, the complainants suffered not only financial loss but also mental stress and harassment. Consequently, the Commission has ordered a refund of the paid amount, along with interest.

How much compensation will be awarded?

The Commission has not merely ordered the refund of ₹8.62 lakh; it has also directed that each complainant be paid ₹1 lakh as compensation and ₹3,000 towards legal expenses. According to the order, this payment must be made within 30 days of receiving the order.