Consumer Dispute Against Travel Agency for Non-Disclosure, Excessive Cancellation Charges & loss
Jan 07, 2026
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Consumer Protection Act, 2019
► I seek legal advice regarding a consumer dispute against SOTC Travel Ltd. (Thomas Cook Group) relating to a Europe tour booking. I paid a total of ₹4,92,806 as per receipts, and additionally ₹30,000 towards travel and stay for VFS Austria visa appointment, making my total expenditure ₹5,22,806. My Schengen visa was rejected citing “financial documents not meaningful” and “itinerary inconclusive”. The itinerary and hotel vouchers were prepared and provided by SOTC/Europamundo. Despite my repeated requests, SOTC had booked non-refundable international flight tickets without clearly informing or obtaining my consent, even though visa approval was pending. Upon cancellation, SOTC levied high cancellation charges without providing airline-issued refund documents (EMD, refund memo, or detailed fare rule proof), and after prolonged delay refunded only ₹3,32,455, causing me a net financial loss of ₹1,90,351. I filed a grievance with the National Consumer Helpline; however, the company gave only a generic reply without resolution or documents. I now wish to understand my legal remedies under the Consumer Protection Act, 2019, prospects of recovery/compensation, and whether to proceed before the District Consumer Commission via e-Jagriti, including claims for deficiency of service, unfair trade practice, and compensation for financial loss and mental harassment.
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