Veena World — Unprofessional behavior and financial loss during my trip to Kashmir

Website:

www.veenaworld.com

I am writing to express my utter disappointment and frustration with the services provided by Veena World during my recent trip to Kashmir. My name is Priya Pathre, and Mr. Chinmay Pawar was my tour leader. I had booked a tour from Mumbai to Kashmir and back, and it was expected that Veena World would drop us back to Mumbai as per the plan. Unfortunately, Veena World failed miserably on that front, resulting in not only significant financial loss for my family but also a lot of mental and physical harassment.

We were promised that Veena World would provide us some way to send us back to Mumbai, and while saying this, our tour manager never mentioned that we had to spend from our own pockets. We were made to check out from the hotel on 3rd May and had to wait in the lobby for hours. My small kids and old in-laws, who suffer from back issues, had no other choice but to sit uncomfortably in those plastic chairs while Veena World tried to find a solution.

At night, Mr. Chinmay Pawar asked us to take a hotel room at our own expenses, saying that the company would pay only for return travel and food. We accepted it with an unhappy mind, only with the hope that Veena World would send us back home soon. But the next morning, Veena World sent a shocking message on WhatsApp, saying that we need to take care of our own travel, which was not only unexpected but also a highly unprofessional approach from your company.

We book tours so that if such unforeseen situations occur, corporate companies know how to deal with such situations. After calling you multiple times, you still never gave us a satisfactory reply, which ended us booking our own flights. We booked flights from Delhi as per our tour leader’s suggestion. At this point, no one mentioned the Amritsar option. Later on, the second group (Mandar’s group) was promised a drop till Amritsar, and hence when I informed my group about this, Chinmay had no choice but to drop our group people till Amritsar airport. While we paid from our own pockets to travel to Delhi. This was not only unfair on our part but also showed that there is no communication between you and your staff. Veena World is so unprofessional that there was no plan B. The staff did not guide us on how to travel back. Even though we had to book our own flights, the least you could have done was to guide us with the proper route. Your company just raises its hands and shuffles all the responsibility.

I need answers to the following questions, and as I have paid for your service, you owe me these answers:

Firstly, I would like to know why Veena Tours failed to provide alternative arrangements for our safe return from Kashmir to Mumbai. As per the itinerary, it was the responsibility of Veena Tours to ensure our safe return to Mumbai, but we were left stranded halfway. This put us in a difficult situation and caused mental and physical distress.

Secondly, I am appalled by the fact that Veena Tours wasted an entire day where they did nothing to help us but left us stranded uncomfortably in a hotel lobby. This led to further financial loss for us as we had to bear the burden of expensive flight tickets. I demand to know how Veena Tours plans to compensate for the day we lost and the financial, mental, and physical hardship we had to go through.

Thirdly, I fail to understand why our group had to pay from our own pocket to reach the Delhi airport when the other group got travel arrangements. This is unfair and unacceptable, and I demand a full refund for this expense.

Lastly, I must say that your company's unprofessional behavior and lack of empathy have caused significant mental and physical harassment to me and my fellow travelers. I am considering taking legal action against your company for your unethical and unprofessional actions.

While I understand that no compensation can make up for the physical and emotional strain caused, I expect Veena Tours to reimburse me financially for my loss. I have attached all the relevant documents, including my flight tickets, bus tickets from Jammu to Delhi, and taxi fare from Delhi bus stop to Delhi airport. I request you to process the reimbursement as soon as possible.