AkshayOberoi59
New member
- Hotel Name
- Radisson Blu
- Company Name
- Cox & Kings
- Website Name
- https://coxandkings.com/
- Customer Care Number
- +91 8556001700
- Loss Amount
- 349491
- Ratings
- Opposite Party Address
- Om Vihar Road, Gurugram
0124 487 3700
FORMAL COMPLAINT
COX AND KINGS AND WOW SWITZERLAND TOUR
a) Departure Date: 8 September 2026.
b) Return Date: 15 September 2026.
c) Tour Destination: Switzerland.
d) Tour Operator: Cox and Kings.
e) Local/Operating Partner: WOW.
f) Cox and Kings Operations Contact: Rahul Raj Tripathi – Team Lead, Operations.
g) Total Tour Package Cost: ₹6,98,982.
Subject: Formal Complaint – Failure to Deliver Agreed Tour Services, Flight Disruption Handling, Transportation Failures, Food and Hotel Service Issues, Mental Harassment, and Claim for 50 Percent Compensation.
Dear Sir/Madam,
I am submitting this formal complaint concerning the Switzerland tour package arranged by Cox and Kings in association with WOW, for travel from 8 September 2026 to 15 September 2026.
The total tour package cost was ₹6,98,982.
The tour involved multiple service failures affecting flights, itinerary execution, transportation, accommodation communication, meals, and passenger support. These failures resulted in the loss of scheduled services, additional expenses, considerable inconvenience, and significant mental harassment.
Key Service Failures
* Flights: Etihad flight delayed by ~3.5 hours, causing missed connection to Zurich and itinerary disruption.
* Itinerary Execution: Disruption caused loss of first day hotel night, dinner, Lucerne orientation, and Lake Lucerne cruise.
* Transportation: Required transfers were not provided, forcing self-arranged private transport and extra costs.
* Accommodation Communication: Hotel list provided at D-1 instead of D-3, hindering travel planning.
* Meals: Vegetarian meals were poor quality, including bad dal, sabji, and inadequate breakfasts.
* Passenger Support: Repeated lack of timely assistance forced independent arrangements.
* Loss of Scheduled Services: missed orientation, cruise, meals, and initial hotel night.
* Additional Expenses: Incurred CHF 16.91, CHF 162.42, CHF 21.37, and ~₹4,000 for hotel food.
* Inconvenience: Cumulative disruptions, transfers, and long road trips caused extreme inconvenience.
* Mental Harassment: Poor incident handling by Cox and Kings Operations team caused severe distress.
I seek compensation equivalent to 50 percent of the total tour package cost plus direct expense reimbursements.
PART A – FACTUAL RECORD OF EVENTS AND SERVICE FAILURES
* SEPTEMBER 8, 2026 – DEPARTURE AND FLIGHT DISRUPTION
Our Etihad flight (scheduled 9:25 AM) delayed by ~3.5 hours, missing the 3:15 PM Abu Dhabi-Zurich connection.
Qatar Airways Alternative
A Qatar Airways flight departing at 11:45 PM was discussed over WhatsApp. Cox and Kings refused to bear the extra cost to preserve the next day's itinerary, directly impacting our tour schedule.
Please explain in writing:
a) Why Qatar Airways option was rejected.
b) Additional cost involved.
c) Why Cox and Kings refused to absorb costs.
d) What alternative recovery was provided.
e) Why unrecovered losses were not compensated.
Services lost: lost hotel night at Radisson (value ₹16,534), 8 Sept dinner, and planned Lucerne activities.
* SEPTEMBER 9, 2026 – ARRIVAL IN ZURICH, LUCERNE, MT. TITLIS
Arrived Zurich ~8:30–9:00 AM.
a) Airport Transfer: None provided. Paid CHF 16.91 for Uber to Radisson.
b) Breakfast: Ended by hotel arrival time.
c) Lucerne Orientation/Cruise: Group left at 8:00 AM; missed entirely with no replacement.
d) Radisson to Mt. Titlis: Transfer missing. Took cab at 12:40 PM, arrived 2:05 PM, paid CHF 162.42. Missed lunch.
e) Dinner: Poor quality vegetarian food at Golden India.
* SEPTEMBER 10, 2026 – RHINE FALLS, BERN
a) Lunch: Watery dal and uneaten Shahi paneer.
b) Dinner: Poor quality dal/sabji at Spice India.
* HOTEL INFORMATION – LATE DELIVERY
Hotel list delivered at D-1 instead of D-3, severely impacting planning for multiple hotel shifts.
* LONG ROAD JOURNEY – SENIOR CITIZEN PASSENGER
Over 7.5 hours road travel in compact seating caused back distress for my senior citizen mother.
* PACKED DINNER REQUEST – ₹4,000 EXPENSE
Late hotel drop made group dinner impractical. Packed dinner request was refused (though provided to driver/manager). Paid ~₹4,000 for hotel food.
* HOTEL BEAUSITE AMENITIES
Inadequate breakfast; extra charges for toothpaste and comb.
* FOREIGN PARTICLES IN FOOD
Stones/foreign particles found in dal during lunch (photo evidence retained).
* SEPTEMBER 15, 2026 – DEPARTURE TRANSPORTATION
Despite prior notice of separate flight timings, no departure transfer was provided. Self-paid cab: CHF 21.37.
* MENTAL HARASSMENT AND DISTRESS
Lack of assistance and poor issue handling by Rahul Raj Tripathi (Team Lead – Operations) caused immense mental stress throughout the holiday. Management review requested.
PART B – COMPENSATION AND RESOLUTION REQUESTED
* 50 PERCENT COMPENSATION CLAIM
Seeking 50% of package cost (₹3,49,491) out of ₹6,98,982 due to cumulative service failures, lost itinerary items, poor food quality, and severe distress.
* DIRECT OUT-OF-POCKET REIMBURSEMENTS (SEPARATE)
* Lost hotel night (8 Sept): ₹16,534.
* Airport transfer: CHF 16.91.
* Mt. Titlis cab: CHF 162.42.
* Hotel food expense: ~₹4,000.
* Departure cab: CHF 21.37.
Transport total: CHF 200.70. Direct INR total: ₹20,534.
* MISSED SERVICES COMPENSATION
Additional compensation for missed Lucerne tour, cruise, sightseeing, and meals.
* WRITTEN EXPLANATIONS REQUESTED
Point-by-point response required for:
* Rejection of Qatar Airways option and cost involved.
* Failure to absorb costs or provide recovery.
* Reasons for lost night, missing transfers (Airport, Mt. Titlis, Departure).
* Late hotel list release (D-1 vs D-3).
* Comfort arrangements for 7.5+ hr journey.
* Refusal of packed dinner vs extra food cost.
* Action taken regarding food contamination (stones in dal) and meal quality.
* Operational handling by Rahul Raj Tripathi.
* Timeline and refund breakdown for claims.
* SUPPORTING DOCUMENTS AVAILABLE
Itinerary, flight delay/missed connection records, WhatsApp logs, receipts (CHF 16.91, CHF 162.42, CHF 21.37, ₹4,000 food bill), photos of foreign particles in food, and written communications.
* FINAL RELIEF REQUESTED
a) ₹3,49,491 (50% package refund).
b) Reimbursement of CHF 200.70 (cabs).
c) Reimbursement of ₹4,000 (hotel food).
d) Reimbursement of ₹16,534 (lost hotel night).
e) Compensation for missed sightseeing/meals.
f) Relief for mental harassment caused by operational failures.
g) Written point-by-point response.
* CONCLUSION
This complaint details total service breakdown across flight disruption, missing transfers, bad food quality, contamination, lost hotel nights, and poor management handling for a ₹6,98,982 package.
I demand 50% compensation (₹3,49,491) plus full reimbursement of out-of-pocket expenses.
Regards,
Akshay Oberoi.
Customer / Passenger.
Switzerland Tour (8 Sept 2026 – 15 Sept 2026).
COX AND KINGS AND WOW SWITZERLAND TOUR
a) Departure Date: 8 September 2026.
b) Return Date: 15 September 2026.
c) Tour Destination: Switzerland.
d) Tour Operator: Cox and Kings.
e) Local/Operating Partner: WOW.
f) Cox and Kings Operations Contact: Rahul Raj Tripathi – Team Lead, Operations.
g) Total Tour Package Cost: ₹6,98,982.
Subject: Formal Complaint – Failure to Deliver Agreed Tour Services, Flight Disruption Handling, Transportation Failures, Food and Hotel Service Issues, Mental Harassment, and Claim for 50 Percent Compensation.
Dear Sir/Madam,
I am submitting this formal complaint concerning the Switzerland tour package arranged by Cox and Kings in association with WOW, for travel from 8 September 2026 to 15 September 2026.
The total tour package cost was ₹6,98,982.
The tour involved multiple service failures affecting flights, itinerary execution, transportation, accommodation communication, meals, and passenger support. These failures resulted in the loss of scheduled services, additional expenses, considerable inconvenience, and significant mental harassment.
Key Service Failures
* Flights: Etihad flight delayed by ~3.5 hours, causing missed connection to Zurich and itinerary disruption.
* Itinerary Execution: Disruption caused loss of first day hotel night, dinner, Lucerne orientation, and Lake Lucerne cruise.
* Transportation: Required transfers were not provided, forcing self-arranged private transport and extra costs.
* Accommodation Communication: Hotel list provided at D-1 instead of D-3, hindering travel planning.
* Meals: Vegetarian meals were poor quality, including bad dal, sabji, and inadequate breakfasts.
* Passenger Support: Repeated lack of timely assistance forced independent arrangements.
* Loss of Scheduled Services: missed orientation, cruise, meals, and initial hotel night.
* Additional Expenses: Incurred CHF 16.91, CHF 162.42, CHF 21.37, and ~₹4,000 for hotel food.
* Inconvenience: Cumulative disruptions, transfers, and long road trips caused extreme inconvenience.
* Mental Harassment: Poor incident handling by Cox and Kings Operations team caused severe distress.
I seek compensation equivalent to 50 percent of the total tour package cost plus direct expense reimbursements.
PART A – FACTUAL RECORD OF EVENTS AND SERVICE FAILURES
* SEPTEMBER 8, 2026 – DEPARTURE AND FLIGHT DISRUPTION
Our Etihad flight (scheduled 9:25 AM) delayed by ~3.5 hours, missing the 3:15 PM Abu Dhabi-Zurich connection.
Qatar Airways Alternative
A Qatar Airways flight departing at 11:45 PM was discussed over WhatsApp. Cox and Kings refused to bear the extra cost to preserve the next day's itinerary, directly impacting our tour schedule.
Please explain in writing:
a) Why Qatar Airways option was rejected.
b) Additional cost involved.
c) Why Cox and Kings refused to absorb costs.
d) What alternative recovery was provided.
e) Why unrecovered losses were not compensated.
Services lost: lost hotel night at Radisson (value ₹16,534), 8 Sept dinner, and planned Lucerne activities.
* SEPTEMBER 9, 2026 – ARRIVAL IN ZURICH, LUCERNE, MT. TITLIS
Arrived Zurich ~8:30–9:00 AM.
a) Airport Transfer: None provided. Paid CHF 16.91 for Uber to Radisson.
b) Breakfast: Ended by hotel arrival time.
c) Lucerne Orientation/Cruise: Group left at 8:00 AM; missed entirely with no replacement.
d) Radisson to Mt. Titlis: Transfer missing. Took cab at 12:40 PM, arrived 2:05 PM, paid CHF 162.42. Missed lunch.
e) Dinner: Poor quality vegetarian food at Golden India.
* SEPTEMBER 10, 2026 – RHINE FALLS, BERN
a) Lunch: Watery dal and uneaten Shahi paneer.
b) Dinner: Poor quality dal/sabji at Spice India.
* HOTEL INFORMATION – LATE DELIVERY
Hotel list delivered at D-1 instead of D-3, severely impacting planning for multiple hotel shifts.
* LONG ROAD JOURNEY – SENIOR CITIZEN PASSENGER
Over 7.5 hours road travel in compact seating caused back distress for my senior citizen mother.
* PACKED DINNER REQUEST – ₹4,000 EXPENSE
Late hotel drop made group dinner impractical. Packed dinner request was refused (though provided to driver/manager). Paid ~₹4,000 for hotel food.
* HOTEL BEAUSITE AMENITIES
Inadequate breakfast; extra charges for toothpaste and comb.
* FOREIGN PARTICLES IN FOOD
Stones/foreign particles found in dal during lunch (photo evidence retained).
* SEPTEMBER 15, 2026 – DEPARTURE TRANSPORTATION
Despite prior notice of separate flight timings, no departure transfer was provided. Self-paid cab: CHF 21.37.
* MENTAL HARASSMENT AND DISTRESS
Lack of assistance and poor issue handling by Rahul Raj Tripathi (Team Lead – Operations) caused immense mental stress throughout the holiday. Management review requested.
PART B – COMPENSATION AND RESOLUTION REQUESTED
* 50 PERCENT COMPENSATION CLAIM
Seeking 50% of package cost (₹3,49,491) out of ₹6,98,982 due to cumulative service failures, lost itinerary items, poor food quality, and severe distress.
* DIRECT OUT-OF-POCKET REIMBURSEMENTS (SEPARATE)
* Lost hotel night (8 Sept): ₹16,534.
* Airport transfer: CHF 16.91.
* Mt. Titlis cab: CHF 162.42.
* Hotel food expense: ~₹4,000.
* Departure cab: CHF 21.37.
Transport total: CHF 200.70. Direct INR total: ₹20,534.
* MISSED SERVICES COMPENSATION
Additional compensation for missed Lucerne tour, cruise, sightseeing, and meals.
* WRITTEN EXPLANATIONS REQUESTED
Point-by-point response required for:
* Rejection of Qatar Airways option and cost involved.
* Failure to absorb costs or provide recovery.
* Reasons for lost night, missing transfers (Airport, Mt. Titlis, Departure).
* Late hotel list release (D-1 vs D-3).
* Comfort arrangements for 7.5+ hr journey.
* Refusal of packed dinner vs extra food cost.
* Action taken regarding food contamination (stones in dal) and meal quality.
* Operational handling by Rahul Raj Tripathi.
* Timeline and refund breakdown for claims.
* SUPPORTING DOCUMENTS AVAILABLE
Itinerary, flight delay/missed connection records, WhatsApp logs, receipts (CHF 16.91, CHF 162.42, CHF 21.37, ₹4,000 food bill), photos of foreign particles in food, and written communications.
* FINAL RELIEF REQUESTED
a) ₹3,49,491 (50% package refund).
b) Reimbursement of CHF 200.70 (cabs).
c) Reimbursement of ₹4,000 (hotel food).
d) Reimbursement of ₹16,534 (lost hotel night).
e) Compensation for missed sightseeing/meals.
f) Relief for mental harassment caused by operational failures.
g) Written point-by-point response.
* CONCLUSION
This complaint details total service breakdown across flight disruption, missing transfers, bad food quality, contamination, lost hotel nights, and poor management handling for a ₹6,98,982 package.
I demand 50% compensation (₹3,49,491) plus full reimbursement of out-of-pocket expenses.
Regards,
Akshay Oberoi.
Customer / Passenger.
Switzerland Tour (8 Sept 2026 – 15 Sept 2026).