Ludhiana Consumer Commission Slaps Penalty on Travel Firm for Unfair Trade Practices
The District Consumer Disputes Redressal Commission in Ludhiana has taken strong action against a travel company for engaging in unfair trade practices, following a complaint from a local homemaker who was denied a refund after the firm failed to deliver promised holiday services. The commission has imposed a significant penalty, highlighting the importance of consumer protection in the travel industry.
Details of the Consumer Complaint and Unfulfilled Promises
According to the complaint filed by Aarti Jain, a resident of Ludhiana, the travel company, based in Punjab, induced her to purchase a holiday membership package worth Rs. 70,000. Jain paid an initial amount of Rs. 35,000 on the spot, with the remaining balance to be paid over six months. The company's representative, Rajveer Kaur, promised a package including 20 nights of stay over three years, with specific details of 6 nights and 7 days per year, plus two bonus nights.
However, the promised services never materialized. In a subsequent email, the company only mentioned 18 nights, contradicting the initial offer. When Jain attempted to book a holiday package to Dubai starting July 18, 2025, via WhatsApp messages, she received no assistance or acknowledgment from the company. Despite repeated requests, employees including Neelam failed to address her grievances, leaving her without the booked services.
Commission's Ruling and Penalties Imposed
The District Consumer Disputes Redressal Commission, after reviewing the evidence, found the travel company guilty of unfair trade practices and deficient services. The commission ordered the firm to refund Rs. 35,000 to Jain within 30 days from the receipt of the order. Failure to comply will result in an interest rate of 8% per annum from the date of payment until the amount is realized.
Additionally, the commission mandated the company to pay a composite compensation and costs of Rs. 10,000 to the complainant. This decision underscores the legal repercussions for businesses that exploit consumers through misleading offers and poor service delivery.
Further Allegations and Company Misconduct
The complaint revealed additional misconduct by the travel company. Jain had requested a refund on July 8, 2025, but the company denied it through an unprofessional email. More egregiously, the firm unlawfully used photographs of Jain and her husband on their website to portray them as 'happy customers' without permission. These images were only removed after the complaint was lodged, adding to the mental distress experienced by the complainant.
Jain also reported that despite being informed on July 15, 2025, that a new manager had taken over from Manisha, who had left the company, no refund or services were processed. She claimed to have suffered significant mental tension and harassment due to the company's actions, leading her to seek compensation of Rs. 50,000 for mental agony and emotional trauma in her complaint.
Legal Proceedings and Commission's Observations
Upon receiving notice of the complaint, the opposite parties refused to accept it, resulting in the commission proceeding against them ex-parte. The commission noted that Jain had researched the company's social media sites and found reviews indicating that their operations were a 'farce' designed to extort money from gullible customers.
The commission concluded that the evidence clearly demonstrated the company's adoption of unfair trade practices and rendering of deficient services, warranting the penalties imposed. This case serves as a cautionary tale for consumers and a reminder to businesses to adhere to ethical standards in trade.
