[Resolved]  Ezeego One Travels & Tours — Deficiency in services

Address:

Mumbai City, Maharashtra, 400059

This was my holiday trip to Dubai with my family. I had booked my trip through Ezeego1, understanding that it’s a subsidiary company or franchisee of Cox and Kings. This was customised trip only for my family. I would like to share my experience of booking, which unfortunately was sour.

First goo[censored]p: I had asked the travel planner for 4N/5D package to Dubai in the week of Christmas Holidays. Ezeego1 recommended Spice jet flight. The flight rates were slightly on higher side and hence we asked Ezeego1 to explore another Aircraft. They recommended Air India Express. Since the rates were reasonable, we gave a green signal for the trip. The flight of Spice Jet was on 25th Dec at 1.15 AM and the flight of Air India was on 25th Dec at 11.30 PM. There was difference of more than 20 hours and resulting in loss of one day. The travel expert at Ezeego1 did not tell me this issue and now tells us that flight was booked after I gave my go ahead. I did not realise this issue of AM /PM at the time of giving OK to proceed, but isn’t it the responsibility of the Travel Planner of Ezeego1 to guide us with the same- that I don’t miss 20 hours of my trip just because of change of flights. The travel planner should have proactively warned me that changing flight is resulting in loss of a day of trip.

Second Mess up : I was informed that Pickup will be done at Sharjah Airport on my arrival. I arrived at Sharjah Airport on 26th Dec at 1.30 AM. After checkout from Airport, We came to the arrival lounge outside the Airport main door. I noticed that nobody from Cox and Kings had come for Pickup. Ezeego1 had given me a number as Airport Assistance. I called up the number, twice, but no one picked up the call. We waited for almost 45 mins at night with family, but nobady came to Pick up. Ultimately we had to take a private Cab to my hotel at my cost. What a terrible service by Cox and Kings. Promised Pickup but did not come and left us in lurch at the mercy of Private Cab. When I informed Cox and Kings –Dubai office, they asked to produce Cab bill and then they will reimburse the cost of Private Cab. This is absurd as naturally I did not ask any bill from Cab owner (Didn’t know that Cab gives bill. At least Cab in India does not give any bills).

Third Chaos: Ezeego1 had booked by departure flight on 30th Dec at 2.25 AM, whereas my hotel check out was on 29th Dec at 12 noon. This was absolutely disgusting as I had to checkout almost 14 hours before flight departure. Again isn’t it the responsibility of the travel planner at Ezeego1 to ensure that we are not stranded on our trip and the hotel checkouts and flight departure are synchronised.

Fourth issue: I was informed that Drop from Hotel to Airport will be handed by Cox and Kings. The car was supposedly to come at 8.00 PM for my flight of 2.25 AM. I received an email from Airlines that flight is delayed and is rescheduled to 5.25 AM. I immediately informed Cox and Kings to delay the pickup after 12 night as reaching Airport so early would be meaningless. However, Cox and Kings – Dubai office did not oblige to genuine unforeseen issue and said that cab will come at 11.00. I came to hotel at 11.30 PM, only to realise that Cab did not wait and left. Again I had to hire private Cab and had to bear personal cost.

The reason I booked my trip was keeping in mind that Cox and Kings are Travel Expert and its your responsibility to ensure that my trip is flawless. However, the trip was messed up right from planning of trip from India to execution at Dubai. The company takes all the amount in advance just to lend deaf ears to the customers once they reach the destination.

Bringing this matter to your notice and we ask for immediate action and remedy alongwith with compensation for flawed service and harassment caused to my family.