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CCPA directs Kesari Tours to refund cancelled tour amounts to 461 consumers

The central consumer protection authority has ordered kesari tours pvt ltd to refund 461 tourists their entire costs with interest for tours cancelled due to covid-19. the order also directs the company to refund cancellation charges and forfeiture charges and to refrain from forcing consumers to undertake future tours to adjust the refund amount. the total amount to be refunded is ₹6.96 crore. the order gives the company four weeks to comply..

MUMBAI: In a landmark order, the Central Consumer Protection Authority (CCPA), a new authority set up under the provisions of the Consumer Protection Act, has directed Kesari Tours Pvt Ltd to refund 461 tourists their entire costs with nine percent interest for the tours that got cancelled due to the Covid-19 pandemic.

The order dated November 28 by CCPA chief commissioner Nidhi Khare also directed the Mumbai-based travel company to refund the 25 percent cancellation charges and forfeiture charges from consumers who paid only the initial advance amount as well as rescheduling charges recovered from consumers. It also asked Kesari to refrain permanently from forcing consumers to undertake future tours to adjust the refund amount. The order gave four weeks to the company to comply. The total amount paid by consumers, many of whom were senior citizens, in 189 bookings works out to ₹ 6.96 crore.

Leading consumer rights protection body Mumbai Grahak Panchayat (MGP) had filed a class action complaint before the Delhi-based CCPA in 2020 against Kesari Tours, seeking directions for a full refund of the money paid towards the cancelled tours. It produced a list of 461 Kesari consumers who were denied a refund.

CCPA is a newly created central authority under the Consumer Protection Act, 2019, which is mandated to protect the interest of consumers as a class and prevent violation of consumer rights and unfair trade practices.

MGP had alleged in its complaint that instead of refunding the cost of cancelled tours, Kesari Tours was forcing consumers to undertake future tours against their wishes and that too after levying cancellation charges and additionally recovering rescheduling charges. MGP contended that these actions of Kesari Tours violated consumer rights and constituted typical unfair trade practices under the Consumer Protection Act.

Kesari Tours initially responded to the CCPA notice and filed its replies. However, when an interim order was passed by CCPA on November 18, 2021, directing the company to refund 75 percent of the tour cost, the company obtained a stay from the Delhi high court. In May 2023, the HC asked the company to go back to CCPA and satisfy the Authority regarding its claim that 80 percent of cases had been settled.

The CCPA listed the case for hearing four times from May 2023 till November 17 and asked Kesari to place the records of the claimed refunds before it. However, the company did not produce the relevant records and wrote to CCPA a day before the November 17 hearing that the Delhi HC had scheduled a hearing on January 10, 2024, and hence it would not participate in further proceedings before the Authority.

Noting that Kesari Tours’ deliberate absence for the hearings constituted defiance of the Authority, the CCPA finally disposed of the MGP complaint by holding that “refusal to give refund to consumers whose tours were cancelled due to Covid Pandemic lockdown amounts to violation of consumer right to get full refund, besides being gross Unfair Trade Practice”. The MGP team of chairman Shirish Deshpande, Dr Archana Sabnis and Adv Pooja Joshi- Deshpande represented the consumers.

When contacted, Zelam Chaubal, director, Kesari Tours Pvt Ltd said, “Kesari Tours and some other travel companies have already challenged the authority of CCPA to pass any such baseless orders in this matter. The matter is pending with the honourable higher court, and we are awaiting further instructions from them.”

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Travel firm asked to refund 75% tour cost of customers

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One of the best ways to experience Kerala is through the Kesari Kerala trip. Kesari Tours, a leading travel company in India, offers this package, which takes you on a journey through some of the most scenic places in the state. The Kesari Kerala trip includes visits to several popular tourist destinations, including Munnar, Thekkady, Alleppey, and Kochi. Munnar is a charming hill station known for its tea plantations, scenic landscapes, and cool climate. Thekkady is a wildlife sanctuary where you can see a wide range of animals, including elephants, tigers, and bison. Alleppey is famous for its serene backwaters, and a houseboat ride through these backwaters is an experience that you will cherish for a long time. Kochi, on the other hand, is a vibrant city that has a rich history and culture.

The Kesari Kerala trip is designed to provide a comprehensive and authentic experience of the state. In addition to the popular tourist destinations, the package also includes visits to local markets and workshops where you can learn about traditional crafts like coir making and weaving. You will also get to taste the delicious Kerala cuisine, which is a unique blend of flavors and spices.

The Kesari Kerala trip is a well-organized package that takes care of all your travel needs. The package includes accommodation in comfortable hotels and resorts, transportation in air- conditioned vehicles, and the services of a guide who will provide insights into the history, culture, and geography of the state, and he or she will ensure that you get the most out of your trip.

One of the best things about the Kesari Kerala trip is that it is suitable for all types of travelers. Whether you are traveling alone, with family, or in a group, this package is perfect for you. The itinerary is flexible, and you can choose to spend as much time as you want at each destination.

Kesari Tours has a reputation for providing high-quality travel experiences, and the Kesari Kerala trip is no exception. The company has a team of experienced professionals who will ensure that every aspect of your tour is taken care of, from the itinerary to the accommodation and transportation.

In conclusion, the Kesari Kerala trip is an excellent way to experience the beauty and culture of Kerala. It takes you on a journey through some of the most scenic places in the state and provides an authentic experience of the local culture and traditions. Book your Kesari Kerala trip today and get ready for a memorable journey through God's Own Country.

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Once you land in Kerala, you are our guest. We make arrangements for your pick-up. If you have selected rooms for freshening up, you will also get a complimentary breakfast. Then in our office, you will be given a brief idea about the itinerary. You can then proceed with your trip with a fresh mind.

How safe is a houseboat and will it be in good condition?

Houseboat is an authentic product of Kerala. The basic houseboat starts with Deluxe, Luxury and Premium. Deluxe houseboats will have very basic amenities. For a better experience, you can ask the executive to give you a premium or luxury houseboat especially during the summer season.

Do you provide pick up services from the airport /bus stand / station?

Yes, our packages include pick up services from the airport/railway station or bus stop.

What is the best time to visit Kerala ?

Kerala is considered an all-time destination with June to August being monsoon season and post monsoon is equally good.

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Buyer Policies:   As a buyer, you need to accept and follow our rules and policies before you can purchase an item. This helps ensure a smoother, more enjoyable transaction for both buyers and sellers.

Cancellation Policy for Buyers:

• Once an order is successfully placed but not confirmed, it can be cancelled by either the buyer or the seller.
• Once an order is successfully placed and confirmed, it can be cancelled by the buyer only.
• An order cannot be cancelled once it is dispatched or while in transit or is delivered.
• An order can be cancelled by calling Kesari Tours Vadodara customer support at +91-9537269929 or writing to [email protected]

Return Policy for Buyers:

• Return requests will be accepted only when an order is delivered successfully.
• Returns will be accepted up to 10 days post successful delivery of any order i.e. delivery + 10 days.
• Buyer can return the order by calling Kesari Tours Vadodara customer support at +91-9537269929 or writing to [email protected]
• A return will only be accepted by the seller in case of unused and undamaged product.
• Once an order is returned to the seller, the refund will be processed within 7 working days.
• To return your product, you should mail your product to FF-2 Kailash Complex Near Kashi Vishveshwar Temple, BPC Rd, Vadodara, Gujarat 390007.
• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Refund Policy for Buyers:

• In order to be eligible for a refund, you have to return the product within 30 calendar days of your purchase. The product must be in the same condition that you receive it and undamaged in any way.
• After we receive your item, our team of professionals will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
• If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund.
• If anything is unclear or you have more questions feel free to contact our customer support team at +91-9537269929 or write to [email protected]