Kesari Tours Private Limited - Deficient service Visa not processed on time by travel company

We booked a group tour package with Kesari Tour Pvt Ltd to Uzbekistan and Kazakistan for a family of * people, by paying an advance of Rs.*,**,*** on ** Jan ****. The tour dates were *-** May **** and remaining payment of Rs ***,*** was paid on April **nd **** in full.

All e-visa related documentation was submitted by us on **nd Jan **** in response to the request from Kesari Tours, almost *.* months in advance.

Despite such advance actions from side, it appears that Kesari submitted for visa processing only on April **st ****. We were made aware only on *th May **** (~** hours before the travel) that visa for one of the members of our family was still pending. While we were given assurances that it will get processed, the same has not been completed, thereby leading to our family's inability to go on vacation. As of *:** pm on May *th ****, we have been told that our pending visa will not get processed.

While the visa documentation was received on April **th **** as confirmed by the Bangalore& Mumbai offices of Kesai, there was no effort made towards either communicating the available documents or informing the delay of visa for * passenger till last minute. After planning a vacation * months in advance, it is extremely frustrating to experience this due to poor service of Kesari. Personnel at Kesari Bangalore offices were even brazen enough to suggest that we leave our son and travel as they will not refund the charges. It is logically not possible to travel leaving your child, when a family vacation is planned in well in advance. We have had to constantly follow up with Kesari personal on our flight tickets and visa status with limited or poor information being made available at any point in time. As it stands even our return ticket for the Mumbai - Bangalore leg was only booked on May *th morning.

Despite collecting the payments well in advance, information on flights and tickets was provided only as late as May *rd **** after lot of follow-ups with the Kesari Bangalore office. The pending visa problem was also only discovered after our continuous follows up with Atlys (visa processing agency for Kesari) and by accident.

Going on vacation is supposed to be an enjoyable and peaceful experience. The way Kesari Tour Pvt Ltd has handled this and caused the eventual outcome has, a) ended up wasting a lot of our time on follow-ups, b) caused mental agony on the missed vacation.


The current situation is owing to inefficiency and negligence of the Kesari Cunningham Bangalore & Mumbai offices, and the way they have handled the entire situation. We are seeking a full refund of the charges of INR ***,*** as this is clearly deficiency of service. All public sources of information available clearly articulate that e-visa for Uzbekistan can be easily obtained in *-* working days and hence if this has been planned properly and early, we would still be going on our vacation.

Our submission is that we cannot be penalised for mismanagement by Kesari and are entitled to our full refund and are seeking recourse for the same