January 08, 2026 : The Delhi State Consumer Disputes Redressal Commission has held M/s Dewan Worldwide Holidays liable for deficiency in service after a tour bus broke down during a European tour, leading to disruption of the scheduled itinerary and inconvenience to senior citizen tourists. Dismissing the appeal filed by the tour operator, the Commission upheld the compensation awarded by the District Consumer Disputes Redressal Forum in favour of the complainants, Ishwar Dayal Sharma and Sunita Sharma.
The appeal in FA-582/2019 was decided by a Bench comprising Justice Sangita Dhingra Sehgal, President, and Ms. Pinki, Judicial Member. The Commission found no illegality or infirmity in the District Forum’s order dated September 9, 2019, and agreed that the tour operator had failed to make timely and effective alternative arrangements after the bus breakdown on May 18, 2017.
The complainants had booked a 14-night, 15-day European tour covering nine countries at a cost of ₹2.20 lakh per person. It was undisputed that there was no grievance regarding the rest of the tour except for the events of May 18, 2017. On that day, while travelling from Paris to Titisee in Germany, the tour bus broke down around 11:30 a.m. Although temporary repairs were attempted, the bus again developed a fault and halted on the highway. Despite assurances, no effective alternative bus was arranged for several hours.
The delay resulted in the cancellation of the scheduled stay at a four-star hotel in the Black Forest region and the planned sightseeing in Germany, including Titisee. The tourists were eventually transported late at night by private taxis to an unscheduled lodge with inadequate facilities. The complainants also alleged that inferior refreshments were provided and that a WhatsApp message circulated by the tour manager later falsely suggested that the German sightseeing had been completed.
Aggrieved, the complainants approached the District Forum, which held the tour operator deficient in service to the extent of the disruption caused on that day. The Forum awarded ₹25,000 each for deficiency in service, ₹20,000 each for physical and mental harassment, and ₹10,000 towards litigation costs.
Challenging this order, the tour operator argued before the State Commission that the bus breakdown was beyond its control and that adequate alternative arrangements had been made. It was also contended that awarding separate amounts for deficiency in service, mental harassment, and litigation costs amounted to double compensation.
Rejecting these submissions, the State Commission observed that the complainants, being senior citizens, were subjected to prolonged uncertainty and inconvenience, and that no effective alternative arrangement was made on the same day. The Commission held that the compensation awarded was reasonable, proportionate, and confined only to the disruption of one day, not the entire tour. Finding no perversity or error in the District Forum’s reasoning, the Commission dismissed the appeal with no order as to costs.
Cause Title: M/s Dewan Worldwide Holidays v. Ishwar Dayal Sharma
Case No: FA-582/2019
