[Resolved]  Cox & Kings India — No transparency in refund policy.

Address:

Bangalore, Karnataka, 560078

My daughter and myself had booked for a 'Tailor-made Package' to Paris and Barcelona, through Cox and Kings. It was called the Europe Tailor Made Package, and the duration was 7 nights/ 8 days. The commencement of the tour was from 10 May 2017, from KIAL Bengaluru.

The package cost me Rs 3, 86, 000/- .

On the 9th of May, in the afternoon, I began experiencing some vomiting and stomach upset symptoms. However, I managed to carry on with medication. Since the flight was in the early hours of the 10th, we reached the airport at about 1 am.

After baggage check in, I found my health issues resurfacing...this time accompanied by rashes all over my body. My daughter was alarmed, and looking at my weak condition, wondered whether I would be able to undertake the long journey...and the hectic tour thereafter.

My daughter is an active young person, but has a loco-motor disability. She needs to wear special shoes called calipers and moves around with the help of crutches. While she is able to walk about on her own, she is unable to carry bags and water bottles.

Taking all this into consideration, we decided to cancel the trip. On informing our travel adviser, we were given options that did not suit us at all. I requested the TA to cancel the tour and refund us, since I was advised complete rest for a few days.

I was asked to submit a Medical Certificate, which I duly did.

A couple of days back, our travel adviser informed me that an amount of Rs 1, 56, 000/- (approx), would be refunded to me. I told her that it was not acceptable to me, since it was not even 50% of what I had paid for the package.

No mail was sent to me regarding the refund or the details thereof. I was told only when I called up.

My email to them asking for details has not been answered.

My questions to this reputed travel agency are:

1. How did you arrive at this figure?
2. Is it not necessary to keep the customer in the loop?
3. A refund means that it is the customer's money you are dealing with. Is it unreasonable therefore, for the customer to know what is being done about it?

I request Cox and Kings to give me a full refund. I am not willing to settle for this amount of Rs 1, 56, 000/- given without a word of explanation or apology. High-handedness, and a attitude of dismissal is not what expects from a service provider. Throughout this period, I have been made to feel as if I have committed a grave mistake in falling sick. My falling ill was not a deliberate act...I refuse to accept it as my "fault".

I hardly need to say that having to miss this trip, for which we were planning for a long time is bad enough, without travel agents acting as if they are doing us a favor by doling out some money.

Hoping to get a positive response from Cox and Kings

Thank you
Kalpana Shashimohan