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I booked a tour to malaysia for my honeymoon through cox and kings for 9 days. I was given a confirmation quote of 512$ per head and according to which I made the full payment at the cox and kings office at Kolkata. They also assured me that all bookings will be confirmed under this budget and I can go ahead and book the airline tickets. But just two days before the travel date, they called me and informed me that the hotels 3/4 stars as discussed are not available and only five star hotels are available which will cost me around 800$ per head and hence I need to shell out around 35 thousand rupees more or else I take the cancellation charges of whole 40000 rupees paid to them. It beccame like a black mail that either I lose all the money around 70000 rupees or arrange 30000 rupees more. In that situation just after my marriage instead of enjoying time with my wife and family I had to go through mental stress of arranging higher amount. Also they also promised that once I return from the tour they would get me a certain amount refunded because it was completely a case of miscommunication and carelessness of their employee. The kolkata head of COX and Kings verbally made a promise of refunding some amount and after which I deposited the amount and went on the tour. However after return they are not refunding any amount and also trying to blame me by saying that my phone was not reachable, though it was reachable on all the days in business hours. I feel completely cheated and harrassed mentally by the behavior of staff at cox and kings, Salt Lake city, Kolkata.
Please go through the email below from Ms. Anupama karmarkar from COX and Kings which clearly states the Final costing of the tour. Also I was verbally confirmed regarding the costing of the tour that it will not exceed beyond 512$ per head. A verbal confirmation was also given by Ms. Anupama before making the ticket bookings for flight to me. I emailed Ms Anupama before going ahead with the airline bookings that am doing so based upon her confirmation. Two emails inline
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fromAnupama Karmakar
toviki.baid@gmail.com
ccDipayan Gupta ,
Priyanka Gomes
dateMon, Jan 25, 2010 at 4:26 PM
subjectFINAL COSTING
mailed-bycoxandkings.com
Images from this sender are always displayed. Don't display from now on.
hide details Jan 25
Dear Mr Baid
Below is the revise cost and booking status as follows:
Cost: USD 512 per person on twin sharing basis
Above Cost Includes:
3 nt Legend kul ( 11 to 14 Feb ) ok – superior
4 nt Mutiara Burau bay lgk ( 14 to 18 Feb ) under req – superior garden view
2 nt Legend kul ( 18 to 20 Feb ) ok – superior
breakfast
Half day city tour in kul and lgk – sic
Full day genting outdoor theme park tkt
Trf apt / kul / apt –sic
Trf apt / lgk / apt - sic
Trf apt / gen / apt –sic
Ack
Thanks & Regards,
Anupama karmakar,
Liaison Officer,
COX AND KINGS INDIA LTD,
AD-49, Salt Lake, Sector-I,
Kol - 700 064.
Ph - 033-[protected] / 25 / 26
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fromviki baid
toAnupama Karmakar
ccDipayan Gupta ,
Priyanka Gomes
dateSat, Jan 23, 2010 at 12:02 PM
subjectRe: Booking Details
mailed-bygmail.com
hide details Jan 23
Hi Anupama,
a.) As we discussed, arrange for full day genting tour on 19th feb.
b.) As discussed, I"m going ahead with following air bookings :
1. Mumbai - Kolkata - Mumbai (11th Feb - 20th Feb)
2. KUL - LGW - KUL (14 Feb and return on 18th Feb)
I was waiting for hotel bookings to be done but as you have given me verbal confirmation to go ahead with my air bookings, i shall do them today.
c.) Regarding Malaysian Visa, kindly arrange that it is stamped in mumbai.
Kindly acknowledge receipt of this email.
Thanks,
Vikas Baid
[protected]
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Please note the dates for these emails. After this confirmation just one day before the travel date, I was told that suddenly the bookings were not available and now only available in 5 star hotels. The cost was increased to 798$ per head from 512$ which amounted to Rs. 28600 with exchange rate of 50 Rs. I have receipts of the same and also emails regarding this amount. I was also told that if I cancel the tour, there would be huge cancellation charges which would be born by me. Also the tickets booked by me based upon confirmations received were non refundable and hence I was losing a huge amount. I felt cheated and black mailed.
When I argued that I was confirmed by Miss Anupama about the costing, Mr. Dipayan accepted that miscommunication and mistake was from their side and hence I was promised by Mr. Roy and Mr. Dipayan that some amount would be refunded to me after I return from the tour. I was told to write a hard copy application stating the circumstances so that the refund can be processed easily and I accordingly wrote the application and submitted the same on the day of travel at Cox and Kings office at Salt Lake city Kolkata to Mr. Dipayan. I was told that I should believe that refund would happen as Mr. Roy himself who promised is the North West region head of Cox and Kings.
To my surprise after my return the attitude of Mr. Dipayan suddenly turned into negligent and rude. He also mentioned that I was not available during certain time, however except during my wedding reception (in evening not working hours), I had two mobile phones with me all the time working which can be verified from mobile company records, since I have received calls all the time. Which reflects that they are simply trying to blame me and run away from their responsibility of the miscommunication. They could have also emailed me regarding the increase in costing, if they think I was not available on phone (which also is not true). This only shows the ethics and attitude of the organization towards its clients. Cox and Kings might be a huge multi millionaire organization but these kind of negligence leads to lots of mental stress for a middle class professional specially when its the time when one should be enjoying with family at events which happens only once in life.
I would request complaints board to give this complaint a close empathatic look from the point of view of consumer, who feels that he is promised something, than delivered something, that too at a huge cost after lots of mental stress and with promises of refund and then later on denying the same.
I also have a photocopy of the application stamped by Cox and Kings submitted at the Cox and Kings Kolkata office and can be produced if required.
The complaint has been investigated and resolved to the customer’s satisfaction.
This is in regard to the trip for singapore for a people of 11. The HARDSHIPS FACED IN INDIA : When initially contacted COX&Kings, they gave me a rate card and told me to confirm for the same (36000/ person) in a 3 star hotel accomdation with VISA and service tax, assuming that would be the final, I booked the tour paying a deposit of 5000 Rs. The trouble started from then, All of a sudden they came up with a new fare stating the executives didnt calcualte VISA fess and FORGOT in the itenary and the new rate will (40, 100)for one person we had to pay 4000+ extra.Secondly the travel agents never reply nor call back, the reply I got when ever i called"The executive you called is a on weekly holidy" or "He is on another call and will arrange for a call back" both never happens, I have to beg them everytime to send them payment links and if I fail to pay they put up mail saying you will be charged on delay of payments-But then I wonder only upon getting payment links I can pay :(. After a big fight with the senior executives who supports her staffs more and doesnt care on the customer's view (NARMADHA MUTHU) they final vouchers were given just 2 days before the scheduled departure. HARDSHIP faced in SINGAPORE : The check-in time given in the ITENARY was 14Hrs whereas the hotel policy in only @ 15HRS, 2 Return pick up from NIGHT Safari to hotel were not provided stating reason that it was rush in the park and we came out late than the stipulated time(The tour was on private basis and its the agent's duty that he stays and pick's us back)3.JURONG bird park pick up timing was given to be 09HRs in the itenary and the travel agent came only @ 10HRS because of which we had to miss the HAWK show, I have raised complaint against this to the concern authority for a refund for deficiency in service and havent got a reply yet and its been 3 days since i raised the complaint. Note : I HAVE GOT WRITTEN PROOF, mail conversation for ALL the above complaints and do not reply that you were correct for the sole purpose of publicity: Enquiry :575536, MAIL ID : deepakn88@gmail.com
Overcharged, under-served, mislead.
Cox and Kings after 3 months have replied vide letter dated 03.09.2013 that:
1. Immigration clearance for Mr & Mrs Goel has taken 2 hrs. So there was no alternative for the Tour Manager except to wait for them. Cox & Kings has mislead as Mr & Mrs Goel were originally scheduled to come with the group but 4-5 days earlier they changed their flights that too only Cox & Kings changed their flights. But this was not informed by Cox & Kings India office to the Tour Manager at New York who waited for 2 hours with the group at New York airport and ultimately left without them.
2. Then regarding our booking at New Jersey hotel Cox & Kings have tried again to mislead that they take great care in selection of hotels. Our group reached JFK airport, which is based in New York. The travelling time from New York to New Jersey in rush hour is 2 hours. So that day we wasted 2 hours in reaching New Jersey. Again next day we wasted 2 hrs. In coming to New York and 2 hrs. in returning to hotel. Why this hotel was not booked in New York only Cox & Kings know.
3. For Air conditional coach not being functional since beginning it has been replied that they do not own any infrastructure like hotels, coaches etc. and they have to depend on the service providers. Noted Sir, you are absolutely not at fault. Probably you are not aware that carrying passengers in a non air-conditioning completely closed coach is a criminal offence in US.
4. Regarding not taking back the group to the total after finishing the tour at 7 PM it has been replied that guests were bound to be exhausted and hungry so it was felt that they should have dinner and then only reach hotel. Very thoughtful of you Sir.
5. For all other issues and deficiencies raised by me Cox & Kings have tendered general apology and as a compensation has offered Rs 3, 000/- each to me and my spouse provided I give an undertaking that I shall have no claim, grievance, cause of action or demand against Cox & Kings.
Very kind of you Sir of this charity. We paid you a sum of more than Rs two lacs per member and do you think that the compensation of Rs 3, 000/- per member will heel our bounds? Please donate this amount in Prime Minister’s Relief Fund. May be you may get some blessings from God for your ill managed and highly unprofessional Company. Anyway not only we but none of the Members from our group of 45 people is going to travel by Cox & Kings.
Rest assured that I am not filing any case against you in Consumer Court. So safely, you can donate above sum to PM’s Relief Fund.
Such kind of non professional behaviour is not excepeted from Cox and Kings. I wish for honeymoon trip to Thailand. But by seeing this incident, I am surprised and have decided not to contact with Cox and Kings. Thanks to the victim for posting the view and also request to post that in the social websites so that, everyone should know how this agency behaves like in unprofessional way
Thanks
Deb
Kolkata
Dear Arvind,
Can you please email us your contact no. on communication.corp@coxandkings.com, along with the following details (Name of the package, Booking Ref No, Date and Location where it was purchased) to enable us to serve you better?
We assure you of our best service, as always.
Regards,
Team Cox and Kings
Dear Customer,
Thank you for your feedback. We would like to address your concerns so could you please send us the following details on communication.corp@coxandkings.com .
1. Mobile no.
2. Travel Package name and booking reference no
3. Date of departure
4. Reason for Complain
5. Date of Purchase of Package.
Regards,
Corporate Communications Cox & Kings
It seems like the customer in this case has put together a pretty irrefutable case and is willing to proffer up evidence to substantiate his claims. Unfortunately Cox and Kings (whom I was considering booking a vacation with) simply refutes the customers allegations conclusively without showing evidence or claiming that there is evidence to support their stance. At minimum even if Cox and Kings were correct in their stance it still seems a bit unprofessional, just in the way they are responding to a (valued) customer. Travelling is a luxury and in today’s economy its is not a cheap one.
Thanks for you post Mr. Baid and hope the best for your marriage. I am an attorney in the U.S. and we all know that it pays sometimes to accommodate the customer. A happy customer (though you take a loss in the interim) is a customer that will become profitable from potential repeat business and referrals. Its just a little disappointing that this multinational company could be so great and also potentially pretty lousy at the same time.
William I.
The travel tour operators generally contact the concerned hotels and after getting the availability and the tariff, then only quote. It appears that "Cox & Kings" bungled somewhere and have passed on the additional costs to the customer.
Dear Vikas,
We have already put across our views on the same and have done our utmost to help you book a holiday for your honeymoon. We stand by our story and refute all allegations made against our company.
Kind regards
Corporate communications
Cox and Kings wishes to clarify that at no stage did we state that we could confirm a room at USD 512 per person. This was only the indicative cost of a three/four star accommodation. While making a reservation we informed the clients that room confirmation is subject to availability. While we tried to get a room in a three/four star hotel, we were informed by our suppliers that rooms in the category requested was not available. Accordingly, we advised the client that only five star hotels were available. He agreed to pay the difference which was not Rs 30, 000 more as mentioned but Rs 23, 000 only.
No promise of any refund was made to the client as the question did not arise in the first place as the hotel charges were discussed and agreed to while making the reservations.
Kind regards,
Corporate Communications
Cox and Kings (India), Ltd.