Consumer Forum orders Oyo Total Holidays to pay ₹1.61 Lakh for deficiency in Service during Trip

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The Pune District Consumer Disputes Redressal commission has ordered Gurugram-based Oyo Total Holidays to pay Rs 1.61 lakh for deficiency in service during a trip to Kerala.

Atul Kulkarni, a resident of Vadgaon Budruk, moved the consumer forum last year. The forum passed a judgement in his favour on February 9 this year.

His complaint

On paying Rs 1.38 lakh for 11 passengers at the rate of Rs 12,590 per person, Kulkarni had booked a tour to Kerala with Oyo Total Holidays. These tour charges were inclusive of breakfast, accommodation, all transfers and sight-seeing by private vehicle and pick-up and drop from Kochi Airport/Railway station.

The complainant said that he had to incur expenses of Rs 45,000 towards local travel fare. Similarly, about room accommodation at Munnar, it is the grievance of the complainant that he had to pay Rs 6,134 extra while leaving the room on 27/12/2019. Thus, in addition to the tour charges already paid, the complainant was compelled to incur an additional expenditure of Rs 51,134. Complainant demanded the refund of this amount from the company.

However, inspite of admitting to refund the amount vide their emails dated 11/01/2020 and 18/01/2020, the Oyo Total Holidays had not done anything needful, the complaint stated.

Thus, Kulkarni approached the consumer forum in July 2020 and demanded the refund of the extra payment as well as compensation for the harassment. He had filed the complaint against Oyo Total Holidays chairman Ritesh Agarwal and CEO Abhinav Sinha.

Notice Issued To Oyo

The consumer forum issued a notice to Oyo Total Holidays through India Post. However, the company did not respond to the notice. Therefore, the forum decided to proceed ex-parte in the case.

The forum led by president Umesh Jawalikar, members Kshitija Kulkarni and Sangita Deshmukh found a deficiency in service by the company.


The consumer forum has ordered Oyo Total Holidays to pay Rs 51,134 with 9% per annum interest from 11th January 2020 till realization of the amount by the complainant. The company has been ordered to also pay compensation of Rs one lakh besides litigation cost of Rs 15,000.

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