Family’s cruise trip found to be ‘cancelled’ on departure day, Kerala man wins Rs 54,000

A Kerala consumer commission recently ordered a holiday company, a cruise operator, and a third party to pay Rs 54,500 to a man after their cruise trip was canceled on the day of departure. The Kannur District Consumer Disputes Redressal Commission found the parties liable for poor service, causing inconvenience and hardship to the complainants.

The complaint was lodged by a Kerala man who booked a cruise for September 6, 2024, through a prepaid holiday package. He took time off work and traveled to Kochi with his family, only to be informed upon arrival that the trip had been canceled. The holiday company claimed the cancellation was due to a technical issue and attempted to reimburse the cruise fare to the prepaid card.

The cruise operator argued that the mandatory certificate from the Mercantile Marine Department was not issued in time, and cited the holiday company for failing to inform the complainant about the cancellation. The commission rejected the cruise operator's claim, stating that both parties were responsible for proper communication and coordination.

As organizers of the trip, they are accountable for ensuring the necessary arrangements were made and informing the complainant of any changes. The commission ordered the refund of Rs 29,500 and awarded Rs 15,000 for compensation and Rs 10,000 for litigation expenses.