Thomas Cook India — Flight baggage not booked as per package and didnt receive any refund

We have booked our honeymoon package through thomascook, Saifabad branch through our service provider miss Heena. When she sent our flight ticket details we have noticed that check in baggage was mentioned as ‘0’ kgs and we enquired the same with miss heena twice, two days before departure and four hours before departure, (because we were offered the whole package with check in baggage only), she told us for malaysian airlines it will show like that only but they will allow us with check in baggage of 23 kgs for each ticket. As a couple, who were traveling first time in international airlines, we trusted her blindly and reached airport, where the airlines authorities told us that our tickets were booked with zero baggage facility and we were asked to pay extra money to carry our baggage with us which was around Rs. 50000( the price was so high for last minute booking) When we immediately called her and told her regarding this, she realized her blunder but didn’t promise us to repay the amount if we can spend on that extra baggage. She was asked us to manage ourselves and would try to see what ever possible she could do after we come back from our vacation. As we had lost trust on her words from her previous behavior, we decided not to spent that much amount of money ( which was not in our plans and was difficult to manage at that moment) and had to sent back most of our luggage with our parents from airport and managed by giving Rs. 10000 as a bribe to allow that extra kgs which we managed to dump in our hand baggage (very few clothes which were important) and wanted to manage with them. It spoiled everything that we planned for our first international trip and most importantly our honeymoon. From this experience we didn’t want to face the same issue with the return flight and asked her to book the extra baggage as its their in their promised package and will cost less when pre- booked ( we were planning to buy some clothes in bali as we send back most of our clothes and was planning to buy some return gifts to our family for which hand baggage wouldn’t sufficient ). As a person who should feel ashamed for not learning from her previous experience and as a worst service provider who doesn’t even know how to comfort their customers, she did the same mistake till the last minute (by not responding to our calls properly during our trip) and asked us to book the baggage ourselves in the last minute. As we were not able to book the baggage from our mobiles in Bali, we requested our friends from india to book the baggage service and they booked. Just because of her negligence we had to spend around Rs. 40000 extra in our whole trip and most importantly we lost the peace of mind (which is the whole purpose behind choosing thomas cook instead of planning on our own). When we came back and visited that saifabad branch, she barely responded to us and was very negligent. In between the busy schedule of ours When ever we go there to meet the manager they were telling like he was not there. We waited a long to deal it at the branch level but was not happening. As a people who came from middle class background and who never visited any international place, we spent most of our savings and expectations on this trip which turned out to be the worst trip in our lives. I request you to please take up the matter very seriously and resolve it as soon as possible. I am hereby attaching the flight ticket and extra luggage booked by us for return journey. Document handover number is CGT2202018, our booking file number is CFT2204299, and adhoc reference number AD00169826