[Resolved]  Cox & Kings India — visa processing department unprofessional and irresponsible staff

Address:

New Delhi, Delhi

Hello, we had given 15 passports (front & back copies) along with Air Arabia return tickets, photos & other docs of girls students for UAE visa processing to Mr. Deepak Verma and Mr. Gagan of Cox and King. These girls were going to attend an educational event in Dubai, recommended by their college. While submitting the passports, it was mentioned to Mr. Gagan that 2 of the passports carry "ECR stamp" and "OK to Board clearance" has to be taken for these two girls. Advance amount was also with Cox and King for OK to Board payments, in addition to visa fee.

After receiving the visas for 14 girls (one was returned by them though money paid for 15), students went to board their flight on 14th April, 2019 early morning (13th Apr night) considering everything has been taken care of.

To our utter shock, I received a phone call at 01:00AM (14th Apr) from 2 of these girl students, who were denied boarding as "OK to board" formality was not done by Cox & King visa processing staff.
After speaking to the Airport offcials, we immediately called Mr. Gagan on his mobile in conference with the girls and asked him to do the OTB formality as airlines would send it in few minutes time. He denied doing anything saying that we are disturbing his sleep and then disconnected the phone. When we tried his number again, his phone was switched off and it remained switched off forever during that night.
With this behaviour of Mr. Gagan the girls started crying, then they informed their parents about the situation, who also started worrying as their daughters were left all alone at the airport (other 14 girls passed through immigration) due to this whole unprofessional & irresponsible behaviour of Mr. Gagan. After that, we started calling his boss Mr. Deepak Verma who also had one of his mobile phone switched off and the other was not answering the whole night.

During the night from 01:00AM to 07:00PM, I personally called more than 100 times each on the three numbers of Mr. Gagan and Mr. Deepak Verma but mobile phone of Mr. Gagan was swtiched off and Mr. Deepak Verma's unreachable. In the meantime, parents of the the offloaded girls were also trying the numbers of Mr. Gagan and Mr. Deepak (we had shared the numbers with the parents to see if their calls are answered by the Cox & King staff) but all in vein.

Due to this Pathetice behaviour of Cox & King staff, parents of the girls were so annoyed and disappointed that they were cursing why we chose Cox and Kings for their daughters' visa formalities.

Eventually, the girls were offloaded by the airlines (not to mention that they were left emotionally drained and stressed) due to the OTB issue and parents had to pick them back from the airport on 14th April around 4AM.

Further, we had to buy a new ticket for the two girls for Rs.74K and had to pay urgent OTB charges of Rs3K, which costed in another Rs.77K expense, so that the girls could join their classmates (group) in Dubai next evening.

We strongly protest to all this mess created by Cox and King visa department and also for the unprofessional and irresponsbile behaviour of not supporting us at the required moment, which not only resulted in a stress for the girls, their parents and siblings, myself but also an additional cost of Rs77K.

In consideration of the above, we demand Cox and King to take necesary action against the above mentioned errant employees of its visa department and compensate us with our financial loss (our mental stress can not be compensated in any way).

Looking forward to an early resolution to the above complaint!
Sandeep K.