Consumer court directs Thomas Cook to pay ₹3 lakh compensation for failure to provide visas, air tickets on time

The Additional District Consumer Dispute Redressal Commission at Bengaluru recently directed tours and travel company Thomas Cook to compensate a man with ₹3 lakh for failing to ensure visa approval and air tickets within the scheduled time, despite receiving payment. [Rudramurthy K v Thomas Cook].Commission President B Narayanappa along with Members Jyothi N and Sharavathi SM noted that service was deficient on the part of the travel company. "OP has failed to get the visas approved and air tickets booked well within the departure date which results in missing the London part of the tour to the complainant and his family which is nothing but deficiency in service on the part of the OP therefore, OP. is liable to compensation to the complainant and his family members apart from compensation OP is also liable to pay cost of litigation and interest.".The complainant moved the consumer forum against Thomas Cook seeking compensation of ₹4 lakh, as well as ₹2 lakh for mental agony and injury and ₹50,000 for litigation expenses..He had booked four tickets with the travel company to visit the United Kingdom and Europe in May-June 2023 as part of a tour.However, he specifically alleged that the company omitted the main part of the tour, London, and concluded the tour within 12 nights and 13 days instead of the scheduled 14 nights and 15 days. Additionally, the complainant claimed that the provided accommodation and food were not satisfactory..The company contended that it merely facilitates visas and does not have control over the decisions made by the Embassy/Consulate regarding the release date of passports with visas.The UK Embassy approved the visas only in the evening of May 24 last year, whereas the flight to London was scheduled for that morning. Consequently, the air tickets were rescheduled for May 26, and the family flew to Paris.The company asserted that the London portion of the tour had concluded by then and appropriate arrangements were made for the remaining portion of the Europe trip, which the complainant's family thoroughly enjoyed. As a gesture of goodwill, it reduced the rescheduling charges..Taking into consideration the facts, the Commission noted that the cancellation of the London trip was beyond the control of the company. However, it was the duty of the company to take care in advance to book the air tickets and obtain visa approval from the Embassy/Consulate well within the scheduled trip period, it added.Thereby, it allowed the complaint and directed the company to pay compensation of ₹2,00,000 to the complainant, along with ₹1,00,000 towards deficiency in service caused to the complainant and cost of litigation of ₹5,000 with interest @ 10% p.a. within two months from the date of this order.Advocate Prashant T Pandit appeared for the complainant.Advocate S Ramakrishnan appeared for Thomas Cook..[Read Order]