5 min readNew DelhiUpdated: Aug 25, 2026 09:56 AM IST
A Haryana consumer body has found a travel agency deficient in service after it allegedly changed the itinerary and hotel arrangements during a Darjeeling-Gangtok tour, leaving a family travelling with elderly parents and a dog stranded and inconvenienced.
The Rohtak Consumer Disputes Redressal Commission found that the family was forced to spend around eight hours travelling to a different hotel and then returning to Darjeeling after they were denied accommodation because of the dog. It ordered the travel agency to refund Rs 93,000, besides Rs 10,000 as compensation and Rs 5,000 towards litigation expenses.
President Nagender Singh Kadian, along with members Dr Tripti Pannu and Dr Vijender Singh, was hearing the complaint filed by a 60-year-old man who booked a Darjeeling-Gangtok tour for his wife, children, parents aged 79 and 81, and dog.
“The evidence on record also establishes that the complainant had opted for the tour package specifically to ensure a hassle-free vacation with his aged parents and the dog. However, because of the deficient and negligent services rendered by the opposite parties, the very object of purchasing the package stood frustrated,” the August 17 order read.
Took package for hassle-free trip
The man claimed that he took a package from the travel agency which included accommodation, hotel amenities, breakfast, dinner and taxi services. He added that travel arrangements were made for himself, his wife, his son and daughter, his aged parents, and a dog.
The man added that the main purpose of choosing the package was to have a hassle-free trip with his aged parents and dog. He allegedly made a total payment of Rs 93,000 for the travel arrangements to the agency.
But during the trip, the man claimed that the agency changed the itinerary and hotel arrangements without properly informing him or obtaining his consent. According to his complaint, when the family reached the new hotel, they were refused accommodation because of the dog. They then had to travel back to Darjeeling, resulting in around eight hours of wasted time.
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The man claimed that despite paying for a package that promised a pleasant and hassle-free tour, all he received from the agency was disappointment and negligent behaviour which, he alleged, put him and his family in unsafe situations on several occasions. He also added that he cumulatively had to pay Rs 54,000 extra for accommodation, hiring a taxi and food, etc. The man was represented by advocate Jeevesh Saini.
Despite serving notices through e-mail and WhatsApp, the travel agency failed to appear before the consumer panel and was proceeded against without hearing its side.
‘Harassed family’
The commission observed that the WhatsApp chats revealed the complainant had reminded the agency that it had been informed in advance about the dog and should, therefore, have confirmed with the hotel whether it would accommodate the pet before making the booking.
It was found that the WhatsApp conversations clearly established that the complainant and his family were subjected to unnecessary harassment owing to the change of itinerary and repeated refusal of accommodation by hotels on account of the dog. “The consistent stand of the complainant has been that the opposite parties (travel agency) had been informed well in advance that the family would be travelling with a dog,” it noted.
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The commission noted that the complainant was travelling with his aged parents, and that due to the change of hotel midway, the family was compelled to spend approximately eight hours travelling to the new hotel, wait there after being denied accommodation, and before returning to Darjeeling.
The consumer body held that the complainant had successfully proved deficiency in service and unfair trade practice on the part of the agency and was entitled to a refund of the package cost. It directed the travel agency to refund the amount of Rs 93,000 along with interest at the rate of 9 per cent per annum from the date of filing the present complaint till its realisation. The agency was further directed to pay Rs 10,000 as compensation for deficiency in service and Rs 5,000 towards litigation expenses to the complainant within one month.
Takeaway
This ruling highlights that a travel agency cannot provide deficient services and then expect travellers to bear the inconvenience and additional burden caused by its own lapses.
Consumers facing similar grievances may contact the consumer helpline in their respective states (Haryana: 1800-180-2087) or dial the National Consumer Helpline at 1915 for assistance.
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