Thomas Cook India Ltd. — Cancellation of by the travel agent without timely and proper intimation and poor quality of service and poor response time causing personal damage

Address:	411004
Website:	WWW.THOMASCOOK.IN

[Incident:[protected]]
[Incident:[protected]]

Claim for damages of RS. 70, 000/- for the mental agony, torture and wasting valuable time in following up discussing with people who are not bothered of providing service to its customer -

I Commenced my booking on 28/04/17 for hongkong trip with payment of booking amount of rs. 45000 with Thomas Cook India Limited - online services/ vertical. After that i received no communication regarding the trip for next 3 days just received calls for all sort of communication. wanted the file to get transferred to the city where i reside. no one budged to even reply to my requirements. sent emails starting from 29/04/17, 01/05/17, 05/05/17, 09/05/17, 10/05/17, 11/05/17 and many more. None of the people in the emails bothered to revert or acknowledge. Further, while calling on the desk numbers provided, the person responding had no clue about the case. The Sales Head Ms. Anita Shete was in loop for last 3 emails. Tried to call her personally on her landline, to connect her through mobile, text messages, and whatever and wherever possible, however, she did not bother to revert back or even acknowledge the issue. Such pathetic is the service of Thomas Cook. I tried getting in touch with the Sales Head Ms. Anita Shete through land line finally one more time and i was then transferred to service quality manager Ms. Priyanka Koshi after a series of 3-4 transfer from department to department. She assured me of the required resolution. Had some hopes of things moving, however, another day went off. I finally got a call from her subordinate Mr. Arfat and he too was unaware of the case in totality and wanted some time to read and understand before resolving my request to transfer the file. A lot of 2 weeks went off just to understand where do I stand with respect to my bookings. Finally on 12th May 2017 late evening around 8pm on Friday I get a telephonic call from Mr. Arfat that the tour booked by me is called off and they shall refund the money. I asked for an alternate options or dates. He again assured me that he shall get back by 13th afternoon with options available. However, there was no response from Thomas Cook end. Further, their respective landlines are not picked up nor do they respond. I was kept in the hanging for another 2 days as it was weekend and no one was available. Finally again on 15th May 2017 sent an email to the Service Quality & Customer Care Manager Ms. Priyanka Koshi about no formal communication about the calling off of the tour which is schedules for 26th May 2017 departure from Mumbai. I have lost 20 days of precious time and could have booked with some other tour operator had it been timely informed about the contingency nature of the tour booked. Further the cancellation was not informed on time. I lost 15 days in following up with Thomas Cook personnel through telephone as well as through internet. I have the chain of emails sent from time to time. This has been really a mental torture all over and I seek damages of Rs. 50000 for what all i have gone through. Today for me to book a different tour I have to pay additional Rs. 70, 000 for which I will make Thomas Cook Limited responsible and claim damages of Rs. 70, 000/-. And in case the damages are not paid along with refund of the deposit amount, the chain emails and the service issues and mental torture and wasting precious time of a professional for following up and trying to connect the right person, case will be filed with the consumer forum. i have been cooperative in all respects and also been patient and wanted Thomas Cook to give me options, however the situation was as if I was working out options and they were taking time to even revert back on options.