Parveen Travels — cancelled trip intimation at the neck of time

Hi,

This mail is regarding my worst experience i had with the parveen travels.
I booked trichy - tirupathi (Package tour) through the parveen travels website for the travel date 10/03/2020 7:00 pm, for 3 members.

On the travel date 10/03/2020 around 1:00 pm just 5 hours before my boarding i just received the call from parveen travels (P) ltd central bus stand,
Trichy, contact : [protected], giving the reason as the trip has been cancelled due to the bus delay from madurai, this was awkward to hear saying meaningless reason and when i asked for the alternate arrangement, they gave the reason as they will refund the amount. Is this how the parveen travels responds with the customer, i booked the package on keeping the trust with parveen travels, but at the last minute after packing up, intimating that the trip is cancelled is unacceptable, parveen travels is a big network and i believed that they will arrange some other vehicle for the transport but it is very bad to hear that parveen travels is not having any other option. Still now i didn't get the official mail or message from parveen travels that the trip is cancelled and the amount would be refunded also.

Please do look into the issue as early as possible and resolve it.
Make sure you have backup option for this kind of pilgrimage package (Because it is of heritage value belief) as it affects the customers.

Need the reply mail as early as possible and also whether the reason listed was true and if so need an official mail of cancelled and money to be refunded with the mail.