Thrillophilia Adventure Tours Private Limited - Deficiency in service and mental agony caused

Hi, I will copy paste the following email that I sent to Thrillophilia on May **, **** after the incident. I have constantly been trying to look for a resolution but they have not responded to my e-mails (for which I have evidence as well).

Please see below the e-mail I sent Miss Chitra (CEO of Thrillophilia).
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Dear Chitra and the Thrillophilia team,


Writing a mail to the CEO because the website of the company does not take complaint tickets as you can see below.

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By way of an introduction, my name is Prakshal Jain. I have been using services of thrillophilia for quite sometime now. It is because of this reason that I chose to avail services of Thrillophilia for planning a honeymoon for my sister and brother-in-law. I have always been admired by your journey and your grit to build such an amazing company.



However, the experience with Thrillophilia had turned out nothing short of a nightmare. I am writing this e-mail to bring to your notice the problems my sister and brother in law faced while they were in a foreign land. This mail may sound rude at the end but it is just my anger for the unresponsiveness that the agent showed towards a couple that was recently married. Since, I planned all this, any inconvenience caused to them was on me and I am distraught that they had to face all this.



To begin with, my sister and brother in law got married on May **, ****. We planned, through Thrillophilia, for their honeymoon almost * months in advance. We were talking to the agent from your website. We booked the Singapore-Malaysia tour for ** Days and * Nights.



Their tour started on May **, **** and they faced a lot of problems during their stay in Singapore and Malaysia.



Thrillophilia failed to resolve their concerns and when I raised any request to your agents, it fell on a deaf ear.



Please see below the list of problems that my sister and brother in law faced while they were in Singapore and Malaysia:

*. Since the start, I have been co-ordinating with a guy named Sumit from Thrillophilia for my itinerary. This was in early March. I was promised a lot of things by him which were not included in the actual tour we did. We had an oral agreement of all the places my sister and brother in law will be visiting. I told him explicitly that money is not a concern and I want him to plan the best itinerary ever so most of the things can be covered in the time we have at our disposal. But, just to save money, he gave us the most basic itinerary possible and made my sister's honeymoon experience worse.

*. Sumit was giving us misleading information from the start relating to booking of airline tickets (fare of the tickets), what the itinerary will include, what it covers. His exact words were that nothing is excluded from the itinerary and everything is covered. We were provided with a word document which had a detailed travel plan (attached herewith). At the time also, I called Sumit and told him that a lot of things we discussed were not included in the word document. However, he told me to be rest assured and everything will be covered when we are in Singapore and Malaysia. I have audio recording proofs for the same which I can forward. (Not able to attach them because of the size limitation here).

*. Much later, as close as possible to the tour date, around May *-*, ****, we were told that Sumit left his job. We were told this by another tour operator, Shashank, who handled the rest of our operations. I created a group and added my sister and brother in law along with him and Nikhil (another agent) to the group. We were forwarding a brief itinerary about what will be covered during our stay in Singapore and Malaysia. When I questioned them about the items in the itinerary, I was told that the items were just to tell us the timing of the events which are subject to change. I told them there are a lot of events which can be re-arranged to better utilize the time we have at our disposal. To which, we were told that a detailed briefing will be done later in which changes can be made.

*. Thereafter, when Nikhil was doing our briefing, I raised the same questions on my itinerary. On this, Nikhil told us that nothing can be changed now because everything has been fixed from the Vendor side. I was aghast. How can someone say that just two days before I was told that changes can be made in the itinerary. I raised my objection but it was of no use. I didn't want the trip to get spoiled as my sister and brother in law were supposed to leave the next day.

*. Singapore: As soon as my sister and brother arrived, they were not able to contact the emergency number for almost half an hour. I texted the Thrillophilia group but a response came after * hour. (screenshot * attached). Further, even though I had a discussion with Sumit that everything should be covered. We were provided the basic package everywhere. Rather, we were charged for tickets that were free of cost. In the Garden by the Way, we were not told about cloud forest (which is the main attraction there). The time we reached there we couldn't buy tickets for ourselves as the tickets are to be bought a day before and we were running on a tight schedule prepared by Thrillophilia. Moreover, on the second day, we left for Sentosa Island almost at *.** PM which waster *-* hours of our travel time. To this, the travel agent Shashank responded that we were brief. No. Period. I was not brief in a way that I should have been brief. In fact, I was lied to about the timings saying that everything is subject to change.

*. Malaysia: We were given a * star hotel. But it was smelling and had no privacy in it. We complained. Later on we were told that we were not provided the deluxe room that should have been provided but the new room was no better. We called the operations team and the hotel was shifted. But the inconvenience that was caused to us in the night should be well compensated. Because of no rest the last night, my sister and my brother in law could not enjoy properly the next day. When they went to the Genting Island, no information was provided to us that there is a theme park in the Genting Island. We were just provided the tickets for * way cable car. As a tour operator and agent, you have a fiduciary responsibility to inform your customer that "these are the activities you can perform at this place". However, we were not informed of the same. Moreover, we were not informed that on a particular day, the palace is Malaysia is closed. So we couldn't visit it.







Throughout the journey, we were misled, misinformed, misrepresented about the nature of our travel. Neither were we given proper services and the agents also didn't even bother to respond even after so many request (screenshots of whatsapp chats attached).



Thus, I am going to initiate a civil/consumer suit against your Company as well as the travel agent involved. Please treat this email/complaint as a formal notice of intimation. Within ** days, if I am not being refunded/reimbursed for the inconvenience that has been caused to my sister and brother in law, I will initiate a suit against you.



As per the extant Indian Law, under the Consumer Protection Act, ****, consumer is any person who buys goods or avails any service for a consideration and includes any user except for the person who has availed such services or goods for the purpose of resale or commercial use.



Further, Section *(**) of the Consumer Protection Act, **** defines 'unfair trade practice' defines it to include manufacturing or offering spurious goods for sale or adopting deceptive practices for providing service.



Here, we were defrauded and misinformed about the service and the activities that will be provided to us. In fact, we were not even responded to well. There was unfair trade practice on the part of your Company. Thus, it will squarely make a good case against you.



Please look into the matter ASAP. I can only request you to refund us for the inconvenience caused which was very wrong on your part. Hoping that at least you will respond to my queries unlike the agents working for your Company. Please let me know the actions that were taken against the agents as well.



I have genuinely loved the services of your Company but today you lost a valuable customer.

PS: If you need any other evidence as part of my complaint, please let me know and I will be happy to share them with you.

Regards,

Advocate Prakshal Jain



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