Bengaluru: A consumer disputes redressal commission in Mumbai has directed a Bengaluru-based travel company to pay ₹60,000 in compensation and litigation costs to a Mumbai woman after finding deficiencies in service during a Thailand tour that was advertised as a “Ladies Only” package.

The District Consumer Disputes Redressal Commission, Mumbai (Suburban) held that East Wing Travel and Tourism Private Limited failed to deliver the tour as promised and also engaged in unfair trade practices.

‘Ladies-only’ promise allegedly not honoured

According to the complaint, the Chembur resident booked a four-night, five-day Phuket and Krabi tour scheduled from January 15 to 19, 2025, for ₹99,500.

She alleged that although the package was marketed as a “Ladies Only” tour, male participants and families were included in the same group, contrary to the company’s promotional claims.

Itinerary changed before departure

The complainant also stated that the travel company issued a revised itinerary just two days before departure, removing key attractions such as James Bond Island and Phi Phi Islands, and replacing them with a visit to Coral Island.

She claimed she had no practical option but to continue with the trip because the company’s cancellation policy imposed 100 per cent cancellation charges.

The woman further alleged that the promised four-star hotel in Phuket was replaced with a three-star property and that meals and scheduled entertainment, including the Phuket Fantasea Show, were poorly organised.

Commission finds deficiency in service

The commission observed that the travel company failed to fulfil its contractual obligations and that the unilateral changes to the itinerary, inclusion of male participants in a ladies-only tour and overall execution of the package amounted to a deficiency in service.

It also held that the misleading representations regarding the itinerary and nature of the package constituted an unfair trade practice under the Consumer Protection Act.

The company did not appear before the commission despite receiving notice, and the matter proceeded ex parte.

Compensation awarded

While noting that the complainant had received certain services, including air tickets, accommodation, airport transfers and transport, the commission partly allowed the complaint.

It directed the company to pay ₹40,000 towards mental agony, inconvenience and deficiency in service, along with ₹20,000 towards litigation costs, taking the total compensation to ₹60,000.