Cox & Kings India — complaint regarding trip dated-23 may 2019-3 june 2019 titled-highlights of israel and jordan

Address:

Ranchi, Jharkhand

Dear concern

I want to share the harrowing experience of the trip which i went with your company to israel and jordan dated 23 may 2019 to 3 june 2019. I am a senior citizen and have travelled before through your company to various international locations but this time it was an extremely bad experience. I was given customised tour by your ranchi executive (Kahkesha) inspite of regularly asking about group tour because earlier i have always went on group tour with indian manager but subsequently it was observed in the tour that there was no involvement of cox and kings and it was sold to some other local agency named "consolidated tour operators tel aviv israel". This trip costed me inr 3 lakhs whereas based on an advertisement from your company dated 9 june 2019 it costs only inr 1.31 lakhs plus gst (During durga puja titled"the great durgotsaver holiday sale"). So it is case of cheating your customer and i believe that your employees are working with low professional ethics and money making policies. Post returning i have also brought it in the notice of shri amit chattopadhyay (Kolkata office), mrs. Diya patni singh (Ranchi office), mrs. Kahkesha (Ranchi office) through mail and telephonically but of no use. Its been almost a month and i have not been given a proper reply to my complain. Hence talked to mr. Amit chattopadhyay regarding my complain. And after a month he said that i cannot deal with this matter and refer it to customer care.

I am attaching the details of the mail:

Trip id[protected] shortchanged and harrowing experience of a senior citizen - israel and jordan trip under flexihol 10 nights/11days from 23rd may 2019
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This is regarding my above mentioned trip with cox and kings, where i was shortchanged by your team in ranchi office executives and had a harrowing experience throughout my trip. This needs to be understood by your esteemed company that i am a senior citizen and your team made a fool out me. Below is the gist of the harassment i had to face for 10 days in a foreign land. I had to pay through my nose for this trip as later it came to my knowledge that your company provides the same trip for inr 1.3 lac and i was charged in dollars and ended up paying inr 3 lacs and there were multiple additional costs which was absolutely not accounted for.
1. I had booked for a indian group trip however even after asking for the fellow travellers list i was denied rightful information. Upon reaching tel aviv it came to my knowledge that i am a sole tourist from india. I was left alone in a foreign land with absolutely zero knowledge of the next 10 days trip with fellow travellers.
2.in a foreign country with language barrier i was just received at airport by a lady and handed over to a cab driver and the driver in turn just dropped me at the hotel gate and left. Upon reaching hotel initially denied any booking under my name and after continuous perusal they pulled out my booking information.
3. The hotel was of extreme poor quality and they did not have dinner facility and i had to spend the night in empty stomach. Please bear in mind that i have to take certain medication at night which i had to miss because of lack of food. My age is 64 years.
4. Throughout the journey i was given hotels of poor quality and extremely out of city limits where i don't have any means to step out in case of any emergency. I had to spend nights in secluded hotels for almost 14 hours and mind it there was not a single person in the vicinity.
It used to take more than an hour after dropping all the passengers to the renowned hotels in the heart of the city.
5. I am a senior citizen and throughout the trip not a single hotel had porter facility, i had to carry the heavy luggage on my own.
6. Not a single water bottle was provided in the hotels or in the bus. I had to purchase water throughout the trip which definitely added to the cost.
7. Few of the hotel not provided electric kettle or any means to heat water for my us
8. I was dropped off the airport gate without any further support (Wait for 8 hours) and the immigration desk had asked me plethora of questions and it was a traumatic experience. At a time looking at their questioning pattern i was afraid that i might land up in some immigration issues.

After spending inr 3.5 lacs (Approximately 3 times the actual cost of the trip) i got such poor treatment and bear unnecessary mental harassment, i need to be compensated for the same.

The local players in the market offer much better package at a highly competitive cost. I have travelled internationally multiple number of times and never had such pathetic experience.

Below is my travel history with cox and kings.
1. 2012 june dubai with indidan group and manager
2. 2017 dec s. Africa do
3. 2018 may australia & n. Land do
This is highly dissapointing and henceforth neither i will travel with your company nor will i recommend in my circle.

I need this matter to be looked into with utmost urgency and a necessary action to be followed.

With regards

Anjan kumar sinha

Ranchi, india

From: anjan sinha

Date: 12/06/2019 07:41 (Gmt+05:30)

To: diya. [protected]@coxandkings.com

Cc: amit. [protected]@coxandkings.com

Subject: fwd: trip id -...- shortchanged and harrowing experience of a senior citizen - israel and jordan trip under flexihol 10 nights/11days from 23rd may 2019

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Subject: re: trip id[protected] shortchanged and harrowing experience of a senior citizen - israel and jordan trip under flexihol 10 nights/11days from 23rd may 2019

Unfortunately yet again very unprofessional attitude from cox and kings. Your executive kahkesa simply said i have got your mail and will work on it. But there is no formal response even after a week of my complaint.

It's very clear from the attached receipt that this tour was falsely customized without letting me know. I had been asking about indian group trip and your executive kept lying through their teeth that it's a group trip. They just wanted to sell their product. I had asked continuously about tour guide but to my shock i got to know only when i reached my hotel in tel aviv. The whole point of buying a trip from a renowned service provider is to have a relaxed and safe holidays but your team ensured just the opposite. For 10 days i had to worry about my stay, travel, food, water and any other emergencies. Forget about a nice holiday i only paid a lumpsum money to get mental pressure in a foreign land.

I have anonymously checked with your team for a same trip and was shocked to know that it's available for1.5 lacs during durga puja holiday. Does your ranchi office executives have no ethics at all that they cheated a retired person of his savings so blatantly.

I hope your management team will hear me out and that i will not have to follow up once again.

Regards

Anjan kumar sinha

Ranchi

From: amit chattopadhyay
Date: mon, 24 jun 2019, 11:56
Subject: trip id -...- shortchanged and harrowing experience of a senior citizen - israel and jordan trip under flexihol 10 nights/11days from 23rd may 2019
To: anjan. Sinha0301
Cc:, kahkasha

Dear sir,

Greetings from cox and kings!!

Thanks for informing us the same, we will certainly look in to the same & get back to you.

Thanks & regards,

Amit

[protected].


After following up for more than a month mr. Amit chattopadhayay who had earlier said to me that he is looking up on this case finally said that please refer it to customer care. I believe this is a very unprofessional attitude of a people of holding such high post.

Please look into this case firmly and request you to refund 50 % of trip cost.