A cauliflower, which typically costs around Rs 100 per kilogram, has led to a tour operator being ordered to pay Rs 5,000 in compensation. The Ahmedabad-based operator served the vegetable in food meant for a Jain customer, despite a clear request to avoid it.
Consumer Complaint Details
The Navsari Consumer Disputes Redressal Commission (CDRC) directed the tour operator to pay Rs 5,000 for inconvenience and mental harassment caused by the failure to provide proper Jain food during a Kerala tour package in 2024. A 44-year-old resident of Navsari had booked a Diwali vacation package for four family members, with the explicit condition that Jain food would be provided throughout the trip.
Allegations of Service Failures
After the family reached Kerala, the operator allegedly did not honor the promise. Besides the food issue, the complainant claimed that the operator failed to arrange adequate hotel accommodations, manage sightseeing properly, and provide tickets for certain activities. The complainant had also booked tickets worth Rs 11,500 through the operator, which were not confirmed.
The complainant approached the Navsari CDRC in March 2025, seeking Rs 80,000 as compensation for inconvenience and harassment, along with reimbursement of the Rs 11,500 for the unconfirmed tickets.
Operator's Defense
During the hearing, the tour operator's advocate argued that the complaint was fabricated and claimed that Jain food had been provided. He suggested that delays in cooking could have occurred due to the number of passengers and other circumstances. He also stated that activities such as elephant rides at Munnar and Thekkady were chargeable and that the complainant had been informed about this in advance. The advocate further argued that the facilities promised had been provided and that the complaint was filed only to defame the operator.
Forum's Observations and Verdict
After hearing both sides, the forum observed that records showed the operator had assured the complainant of Jain food. The complainant had specifically asked that cauliflower not be used, yet it was included in the food served. The forum noted that while the complainant had submitted a letter of complaint from another passenger, he failed to prove that the person had travelled with him. It also observed that the complainant had made his own travel arrangements after certain tickets were not confirmed.
Considering the circumstances, the commission concluded that the operator had erred in not providing Jain food as promised. However, as the tourists had agreed to the terms of the tour for other arrangements, the operator was not held liable for those aspects. The operator was ordered to pay Rs 5,000 as compensation for the inconvenience and mental harassment caused by the breach of the food agreement.
