Chandigarh Consumer Commission Finds Boutique Club & Musa Trip Pvt. Ltd. Guilty Of Deficiency In Service, Orders ₹1 Lakh Refund And Compensation To Complainant
Pranav B Prem
The District Consumer Disputes Redressal Commission-II, Chandigarh, comprising Amrinder Singh Sidhu (President) and B.M. Sharma (Member), has held The Boutique Club and Musa Trip Pvt. Ltd. liable for deficiency in service and unfair trade practice after they failed to provide a booked holiday package or refund the amount received from the complainant. The Commission directed the parties to refund the entire amount paid by the complainant and further ordered the payment of ₹20,000 as compensation, including litigation costs, within 45 days.
The complainant, Rajni, a resident of Chandigarh, filed a consumer complaint against The Boutique Club (OP No.1), The Cortiza Holidays (OP No.2), M/s Reva Incentives Pvt. Ltd. (OP No.3), and Musa Trip Pvt. Ltd. (OP No.4), alleging deficiency in service and unfair trade practice in relation to a holiday package booking. According to the complaint, on 16 December 2022, Rajni booked a family holiday package by paying ₹15,000 to The Boutique Club, valid for one year up to 16 December 2023. Later, she received a coupon from Reva Incentives Pvt. Ltd., mentioning that the last date of submission was 20 February 2024, and the hotel expiry date was 25 March 2024.
Subsequently, she deposited an additional ₹65,000 with Musa Trip Pvt. Ltd. and attached her SBI bank statement as proof of payment. On 18 January 2024, she requested a booking for a Dubai trip scheduled for 15 March 2024. However, on 20 January 2024, Reva Incentives Pvt. Ltd. replied that the booking could not be confirmed due to a payment dispute with The Cortiza Holidays. Despite multiple reminders and emails, the booking was never finalized. On 15 March 2024, The Boutique Club assured her that a new 3N/4D voucher would be issued, but even after she requested a new booking for 25 April 2024, no confirmation was received. On 4 September 2024, The Boutique Club informed her that the package had expired and refused to issue a refund. Having been denied both the promised services and her refund, Rajni filed a complaint before the Chandigarh Consumer Commission, seeking refund of ₹80,000 (₹15,000 + ₹65,000), compensation for mental harassment, and litigation expenses.
The Commission noted that The Boutique Club (OP No.1) and The Cortiza Holidays (OP No.2) appeared through counsel but failed to file their written statements within the statutory time limit prescribed under the Consumer Protection Act, 2019, and hence their right to file the same was struck off. The other two opposite parties—Reva Incentives Pvt. Ltd. and Musa Trip Pvt. Ltd.—did not appear despite due service and were proceeded against ex parte.
After examining the documents on record, the Commission found that the complainant had proved the payment of ₹15,000 to The Boutique Club and ₹65,000 to Musa Trip Pvt. Ltd. for the holiday package. Despite receiving these amounts, the opposite parties neither provided the promised holiday package nor refunded the money. The Commission observed that such conduct amounted to clear deficiency in service and unfair trade practice, causing physical harassment and mental agony to the complainant.
The Commission further noted that none of the opposite parties filed any written statement or evidence to dispute the complainant’s claims, making her assertions unrebutted and uncontroverted. It held that the complainant deserved to be compensated adequately for the inconvenience and mental agony suffered.
Accordingly, the complaint was partly allowed. The Commission directed The Boutique Club (OP No.1) and Musa Trip Pvt. Ltd. (OP No.4) to refund ₹15,000 and ₹65,000, respectively, to the complainant. It further ordered all opposite parties, jointly and severally, to pay ₹20,000 as lump-sum compensation, inclusive of litigation expenses, within 45 days of receiving the certified copy of the order. In the event of non-compliance, the amounts were to carry interest at 9% per annum from the date of the order until realization.
Cause Title: Rajni Vs. The Boutique Club
Case No: DC/AB1/44/CC/139/2025
Coram: Amrinder Singh Sidhu (President), B.M. Sharma (Member)
