FROM: R GANESHAN 2nd July 2013 D-1107 JARDINE BLOCK, BRIGADE GARDENIA COMPLEX, RBI LAYOUT, 9TH CROSS, J P NAGAR 8TH PHASE, REGISTERED POST AD BANGALORE – 560 078, To, THE DIRECTOR, M/S THOMAS COOK INDIA LTD THOMAS COOK BUILDINGS, Dr. D N Road, FORT, MUMBAI – 400001 Dear Sir, SUBJECT: Europe extravaganza tour undertaken from 24th May to 8th June 2013 quality of comfort provided far below expectation then the one promised. REFERENCE: Booking Reference No.G-130001058 and mails sent to you earlier. With reference to the above I invite your kind attention to the mail sent to you from London intimating about the poor quality of the service provided. The following draw backs we were subjected: 1. On 24th May when we landed in London there was no tour manager to receive us and after waiting for more than two hours in the airport one Thomas cook representative came and took us to the hotel. No lunch was served and on that day no sightseeing was carried out and we were made to waste our time in the hotel. 2. Tour manager was nowhere to be seen, even though we were informed that he would come any time. 3. Ultimately tour manager came only at 9.30pm and when questioned as to why the tour schedule for the day was not carried out, there was no response. 4. For dinner we were taken out of the hotel at 10.00pm and brought back to the hotel by 11.30 pm. 5. Dinner was not provided in the hotel in which we were staying as was promised when the tour was booked. 6. On 24th and 25th May Lunch was provided in wayside restaurants, which was far below the standard. When the tour manager was questioned about the poor quality of the food served he had no explanation to offer and he antagonised the entire group and the situation went out of control and as a result he even threatened to abandon the tour, about which I had already communicated to you by my mail sent from London hotel. 7.Again from 25th May to 28th May 2013 Dinner was not provided in the hotel where night stay was provided, but instead it was provided in outside restaurants, other than the one in which night stay was organised. Dinner was provided before checking in hotel of stay. No time was available to freshen up (which was against the promise made) and as a result the dinner could not be enjoyed. 8.Lunch on 25th and 26th May was provided in way side restaurants which were not up the standard, than the one which was promised. 9.Accommodation in the hotel provided was without A/c and when enquired, we were instructed to keep the windows open. Is this the promise made? 10.On two days accommodation of stay was in service apartments and not in regular hotels. Tips at the rate of € 3 were collected whereas no service of the tip provider was available on 24th and on 7th June 2013. Tea and coffee in the afternoon was not provided as promise

Rs.72040/- (DETAILS AS IN LETTER)

Complainant Information
name- GANESH