Kerala consumer commission orders travel agency to repay Rs 1.12 lakh for failed Bali tour
A Kerala district consumer commission ordered a travel agency to refund Rs 82,500 plus compensation after it failed to deliver a Bali tour and ignored refund requests.
A consumer complaint filed in Kerala concerned a three-night, four-day Bali tour booked with Kerala Travel Zone, for which the customer paid Rs 82,500 in late 2019. The COVID-19 pandemic halted the original departure, and after travel resumed the agency kept rescheduling the trip to December 2022 and April 2023 without delivering the service. The customer sent a legal notice, but the agency neither responded nor returned the funds.
The district consumer commission, chaired by C.T. Sabu with members Sreeja S. and Ram Mohan R., ruled the agency’s actions constituted a deficiency in service and an unfair trade practice, ordering a full refund with 9% annual interest, Rs 25,000 for mental agony, and Rs 5,000 for litigation costs, payable within 45 days.
Why it matters
The ruling highlights enforcement of consumer rights against travel operators that retain payments without providing promised services.
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