Dear Thrillohilia Management,
I am writing to express my deep dissatisfaction with the experience I’ve had with your company, Thrillophilia. As a solo traveler with over a decade of global travel experience, this is the first time I have encountered such severe issues, leaving me with a profoundly negative impression.
Background:
I was eager to travel to Japan and, following discussions with your team, made a partial payment on April 8, 2024, for a 10-day trip scheduled from September 1 to September 10, 2024.
Incident 1: Visa Processing Issues
On July 6, 2024, I submitted all required documents to Ms. Radhika ([protected]) for my visa application. At the appointment, I was unexpectedly asked to pay a ₹2, 897 processing fee, which had not been communicated to me in advance.
The VFS office only gave me 10 minutes to arrange the payment, but the ATM was out of cash, causing unnecessary stress.
Starting July 10, 2024, I began following up on the status of my e-Visa, with little to no communication from your side.
On July 15, 2024, Mr. Sabir Khan ([protected]) collected my documents and asked me to resubmit my bank statements.
I was then informed I needed to deposit ₹3, 00, 000 for visa processing, without any follow-up from your team afterward.
By July 29, 2024, after repeated inquiries, I learned that my documents hadn’t even been submitted yet.
On July 30, 2024, I was advised to submit my documents regardless of my bank balance, with the responsibility placed on me if my visa was rejected.
Finally, on July 31, 2024, I was told my documents were submitted.
This experience was so frustrating that on July 31, 2024, I raised a ticket to cancel my booking. However, this ticket was closed without any communication from your side. Screenshot below -
On August 9, 2024, I finally received my e-Visa for Japan.
Despite my previous negative experiences, I decided to proceed with the trip and paid the remaining balance.
Additional Issues:
I requested Universal Studio tickets and was told a vendor would contact me, but I never heard from them.
I inquired about extending my trip by one day at my own cost for rest, but this was denied.
I asked for a one-day bullet train ticket from Osaka to Tokyo, which was also refused.
On the evening of August 30, 2024, just before my early morning flight on August 31, I learned about a typhoon and evacuation orders in Japan. I immediately contacted my POC, Rupinder ([protected]), but he only communicated via chat and didn’t seem concerned. His response was, “It’s your choice, ma’am, whether to travel or not.”
https://www.independent.co.uk/asia/japan/japan-typhoon-shanshan-tracker-path-tok...⇄ -- link shared with Rupinder . See the response, i am saying its a risk to LIFE and my POC says booking is CONFIRMED - I dont even know if life is a joke at your company. I am speechless here. Screen shot below close to 6 pm.
My Concerns:
As an Associate Director in HR/Legal for a US-based company, I find this level of service unacceptable and negligent. Is Thrillophilia promoting a policy where customer safety and satisfaction are secondary to your company’s needs?
Are you suggesting that customers should prioritize their trip over their safety because they’ve already paid?
How is it that my airline, despite having non-refundable tickets, was willing to refund due to the critical situation, yet your company was not?
To add insult to injury, on August 30, 2024, I had to cancel my trip due to the typhoon. Despite this, your company did not inform the cab driver in Tokyo, leading to further inconvenience.
Rupinder even suggested that I call the hotel in Tokyo to check the situation myself, knowing that it was nighttime and no one would be available. This shows a complete disregard for the seriousness of the situation.
What I Expect:
I am not asking for a full refund, but I believe a partial refund is more than justified given the circumstances.
Regards'
Karishma Malimath
[protected]
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