[Resolved]  Cox & Kings India — very poor response during the tour mishaps

Address:

New Delhi, Delhi, 110017

To,
The directors/senior heads,
Cox & kings travel company,
India.
Dear sir/madam,
I had booked a tour of singapore and malaysia (From 28th may 2018 to 3rd june 2018) from cox & kings' new delhi, saket (Mgf metropolitan mall) branch and the concerned persons handling my booking were ritika aggarwal (From this branch) and rahul (From the cannaught place branch - i suppose) - (The pdf format copies of my booking documents and itenary are attached in the attachment of this mail.
I was getting a similar package from de pauls for rs 190000 but i paid rs 223000 (Rs 33000 extra) because i thought that "cox and kings" is a very good company and i would get very good service and comfort in my trip (As i was travelling with kids) on taking the package from "cox and kings" company but the bad experience and mental agony that i have had in this trip has left me very disappointed and am feeling very bad and cheated. I was repeatedly assured by ritika ji that she would always be available to help us if we had any problem or issue in our trip and if we inform her she would immediately do the needful to help us but whenever we informed her of the problems we had in the trip all she replied was that the problem had been noted and has been informed to rahul (I don't know who mr rahul is but everytime we had an issue and we informed her all the reply we got was that issue has been updated to mr rahul and the needful would be done) in the beginning i was calling her up everytime but later on when i started realizing her careless attitude i started sending her whats up messages (For my record), i have attached the screenshots of all such messages sent from my moblie to ritika ji's mobile during my trip (In the attachment of this mail) in which i had been regularly informing her about the issues we were facing but you can see in her replies that all she is saying is that issue has been noted and updated to mr rahul and needful would be done, but till today (10th june 2018) after 1 week of my trip over, i have not received a single reply from neither ritika nor mr. Rahul about any solution of our issues. I have explained the step by step issues below -
1/. From the starting of the booking itself i was feeling very poor response and service from the people handling my booking as i had submitted all my documents way advance (Almost a month in advance) and had also paid 1 lakh rs as advance on 10th may 2018 and after that i kept visiting their saket office personally now and then (As my office is also in the same mall) for any other documents requirement and kept calling ritika ji also to get my booking done in time and hand me the final booking documents and passports (With visa) at-least 4-5 days in advance so that if i have any correction or modification to be done in the booking i can tell but inspite of my regular reminders and follow up i got the final set of all my booking documents and passports on the 26th of may evening and on 27th night was my flight, anyways i thought that at-least i got the documents before the trip (Thank god) and forgot and continued with my trip with happy mind.
2/. When we reached singapore on 28th morning we did not get one of our luggage and got to know from the airport staff that airline people have left the luggage and would be reaching from next flight (We had to wait at the airport for almost 3 hours and in that chaos we missed the pick up taxi that had come to pick us up to the hotel and i had to do isd calls to contact the agency and emergency no. S etc. After that we were told by the airport lost and found staff that if your tour is insured then if you file a complaint then you'll get some re-imbursement from the airline company so, i immediately sent a copy of my lost luggage document received from the airport lost luggage department and informed ritika ji (From coxs and kings) about the incident and asked her to file a complaint to the airline company (The images of the whats up messages sent to ritika ji with this document and asking her to do the needful are attached in the attachment of this mail) but nothing has been updated to me yet on this issue.
3/. When we reached our hotel in singapore (Siloso beach resort) we were given two seperate rooms and when i insisted them that we are a family with kids and we need joined rooms or a big family room (Which i had specially mentioned to ritika ji at the time of booking and which is obvious also that we would be needing joined rooms or big family rooms with extra bed) but the hotel people told us that nothing such had been informed them at the time of booking and they cannot help us. We had stay in two separate rooms and in the 3 days stay we were just shuttling around between the two rooms as one adult and one kid had to stay in one room and other adult and kid in another room, also half of the luggage kept in one room and half of the luggage in another which made us run around in between the two rooms unnecessarily.
4/. We lost our tickets for the "wings of time" show of the sentosa island theme park (Maybe due to shutelling between the two rooms) and i informed ritika ji about it early morning (Around 9 a. M. Singapore time and 6.30 am india time) (Through whats up message) on the day we were about to visit the theme park and i also informed her that if they would mail to the booking department of sentosa theme park they would check in their records that those tickets are still un-used and would cancel those tickets and would re-issue us a new print outs of those tickets but as-usual i did not receive any reply or update on our problem and in the evening while leaving from the theme park i sent a very long whats up message to ritika ji and also to mr. Rahul on their careless attitude and pathetic customer service (Pics of the screenshots of those whats up messages are in the attachment of this mail)

5/. At the time of booking the universal studio theme park i had requested ritika ji that i wanted to book the express (Vip) tickets for the theme parks in singapore and malaysia as i had heard from my other friends (Who had gone to singapore) that now-a-days its too crowded in these theme parks and to save time and enjoy more with family book only the express tickets but whenever i asked ritika for the express tickets sometimes she told me that now-a-days there is not so much crowd so you don't need to go for express tickets and sometimes she told me that now-a-days everybody is booking for the express tickets so many times there is more crowd and longer ques in express tickets so i should go there and decide then and there itself (I don't know why she never booked my express passes from here itself when i repeatedly requested her to do so and was ready to pay for the express tickets in advance). She also told me if i would want to go for express tickets then it is very easy and all i'll need to do is to pay the extra amount to upgrade these normal passes to express passes but when i visited the theme park (Universal studio) with kids there were long ques in the normal lines (As i had expected) and when i went to the tickets counter i was told that the old (Normal) tickets cannot be upgraded to the express tickets and i'll have to buy fresh tickets (Again) which i had to, so the old normal tickets went waste. (Then i informed the same to ritika and rahul both through whats up messages) (Screenshots in the attachment) but as-usual no reply.
6/. At kuala lumpur we had booked a city tour (Including all the local sight seeing and after that dinner at an indian restaurant) which was scheduled as pick up from our hotel lobby at 6. P. M.in the evening but the taxi reached us at 9. P. M. And that too on my repeatedly calling the local tour managing person because of which we could not do the complete city tour and just visited the kl towers and had dinner at the indian restaurant (Which was also very sub-standard with what we had expected from cox & kings type of company's booking) because it was 12 p. M by then, i informed ritika about the same but again no response or any kind of compensation did we ever received from cox and kings team.

To sum it up i just want to say that in these kind of trips some issues and incidents do arise, now and then, but if one gets good service and response from the tour operator's staff things get sorted out and you enjoy a peaceful trip, thats the reason why one books such trips from good and reputed companies and pay so much extra money otherwise how difficult it is to book the airline tickets and hotel bookings directly online now-a-days.
I also repeatedly told ritika that i have an office in this same mall and i have very good friends and clients circle here so, if i get good service from your team i'll recommend cox and kings to all the good (South delhi prime) gentry that comes to my store (In mgf mall) and my gym (In select citywalk mall).

If i do not get some satisfactory response and compensation from your company for giving me such poor service and poor value of the money i paid and the mental harrasment that i had, i'll be forced to forward this mail to all the major tours and travels websites and information portals and consumer complaints redressal forums.

Vikas mehra
(Ph - [protected])