IN THE DELHI STATE CONSUMER DISPUTES REDRESSAL COMMISSION Date of Institution : 21.11.2019 Date of Reserving the order : 19.11.2025 Date of Decision : 07.01.2026 FIRST APPEAL NO.-579/2019 IN THE MATTER OF

1. M/S DEWAN WORLDWIDE HOLIDAYS

1205, KAILASH BUILDING, KASTURBA GANDHI MARG, CONNAUGHT PLACE, NEW DELHI-110001

2. M/S DEWAN TRAVELS PVT. LTD.

THROUGH MR. SURINDER K. DEWAN, 1205, KAILASH BUILDING, KASTURBA GANDHI MARG, CONNAUGHT PLACE, NEW DELHI-110001

3. MR. SURINDER K. DEWAN MANAGING DIRECTOR OF DEWAN TRAVELS P. LTD.

1205, KAILASH BUILDING, KASTURBA GANDHI MARG, CONNAUGHT PLACE, NEW DELHI-110001 …APPELLANTS (Through: Mr. S.P. Aggarwal, Advocate Mob.9811024762 & Email: spa2943@gmail.com)

VERSUS

1. MR. BALRAM PARTAP SOOD S/O LATE MR. RAM PARTAP SOOD R/O 19/36-A TILAK NAGAR DELHI-110018

2. MRS. RENI SOOD W/O MR. BALRAM PARTAP SOOD R/O 19/36-A TILAK NAGAR DELHI-110018 ……RESPONDENTS (Through: Mr. K.C. Maini &

Mr. Amardeep Maini, Advocates Mob.9810529696, 9818451845)

CORAM:

HON’BLE JUSTICE SANGITA DHINGRA SEHGAL (PRESIDENT)

HON’BLE MS. PINKI, MEMBER (JUDICIAL)

Present : Mr. Yatin Sharma, counsel for the appellants.

(Mob.9773903778 & Email: taxocate@gmail.com)

Mr. Amardeep Maini, counsel for the respondents.

(Mob.9818451845 & Email advocatemaini@gmail.com)

PER : HON’BLE PINKI, MEMBER (JUDICIAL)

JUDGMENT

1. By this judgment, we shall dispose of the appeal filed by the Appellants against the impugned order dated 09.09.2019, passed by Consumer Disputes Redressal Forum-VI, (District New Delhi) M-Block, 1^st Floor, Vikas Bhawan, I.P. Estate, New Delhi-110001 (hereinafter referred to as District Forum), in Complaint Case No.CC-408/2017 titled ‘Balram Partap Sood etc. Vs. M/s Dewan Worldwide Holdiay & Ors.’, inter-alia praying for setting aside the order passed by the District Commission.

2. While the Appellants were the Opposite Parties before the District Commission and the Respondents were the Complainants before the District Commission.

3. The facts of the case as per the District Commission, record are as under:

“1. The complainants (two in number) have filed the present case under section 12 of the Consumer Protection Act. The complaint is about foreign tour of 14 Night and 15 Days for visit of Nine countries of Europe. The total cost per person was Rs.2,20,000/- which was paid by the complainant. There is no complaint with respect to entire tour except for dated 18/05/2017. It is alleged that around 11:30am on 18/05/2017, on the way while going from Paris to Titisee (Germany)- Drubba etc, there was a break down in bus. The Bus was taken to nearby work shop. After repairs, the journey was resumed and after about 30 min. of journey, the driver informed the complainants/group that the bus could not go further and stopped on the Highway after 3 hours due to come technical fault.

2. The tour manager contacted the OP and informed the group that an alternate bus has been arranged from the garage where the bus was got repaired earlier. The bus, therefore, was again taken to the garage where there was no alternate bus arrangement. It was informed by the OP that the coach was small one and big coach was being arranged but ultimately the OP failed.

3. The group member and the complainants were served poor quality of snacks and tea followed by dinner from a nearby lodge whereas the complainant were entitled to snacks and Dinner from the Indian restaurant of good standard. Till 10:30 pm, no alternative bus was arranged and on the protest of the complainants the OP arranged private taxi for the group members who were ferried to nearby lodge. The complainant's program to stay in Germany was cancelled though all group members had an earnest desire to visit Germany, which is the only AAA rated economy of the world.

4. The complainants were to stay in four star hotel "Best Western-Hofgut Sterner" in the Black Forest City of Germany but instead, the complainant and group member was compelled to stay in a lodge having no facilities and even proper lift. The tour program of t