Kindly Read Complete Review. Review on Veena World

NOTE: This is my “Second review”. The first review is at the end of this paragraph.

This review is about how VW treats its “Guests” in a pandemic situation, and not about their ‘On Tour Services, Guidances, Guest Care, Food, Travel, etc.’

I have used the VW tour services 3 times before(For international holiday), this was my fourth time when I booked the tour of Europe for my parents.

I made the booking on 27 Jan 2020 & paid for all the money in advance. Now, everybody knows the current situation in the world because of COVID-19. VW executive called me yesterday and told me all the scenarios and proposed 2 options. Either I can ask for a refund for my amount or they would postpone my tour until 21 March 2021(off-course they need my confirmation through an Email).

If I opt for a refund, they are going to deduct 75% of the amount form total cost and will wire me the remaining 25%. When I asked her, how can they deduct a 75% amount when there is no fault of mine? she replied we have the policies & you are canceling the tour yourself, we are not forcing you to cancel your tour instead we are giving you the option to postpone the tour till next year.

Now, if I opt for the postpone option, they are going to deduct~ INR 18000 from my total amount as a transfer charge and the remaining amount will be held to VW for the future tour(They will provide me a credit note for the same). The credit note(amount) should be used before 21 March 2021. Also, I would be unable to use that amount in peak seasons(Please note this point: I have booked the tour for 13 May 2020. May month is the peak season for holidays and every travel company charges more than a regular in May month. Then how can they force me to use my credit note(next booking) before 21 March and not in May?)

Somehow, if I book the next tour I need to pay the INR 18000 again+ marginal cost of that tour package(which will be different in the next year)+ GST on that amount.

So as a Loyal Customer, I have some questions in my mind(It would be great if VW could give the answers of these questions in Social Media Platform if they really care about their customers):

(Anyone can relate to these questions if they are in the same situation as me)

1.Have I made a mistake to trust the VW and made advance payments to them before 4 months?

2.Am I responsible for this COVID-19 situation that you are deducting a 75% amount as a cancellation charge? I mean, do I aware about the situation while booking and didn’t cancel the tour earlier?

3.While booking, I have paid the charges for the peak holiday season and you are offering me to travel in Offseason. Is it ethically correct?

4.Why should I bear the extra charges for the next tour when you are already using my money for the entire year (of course that too without the interest)?

5.If you are not able to provide the 100% refund to your customer then why don’t you offer something lucrative to them that they could be your loyal customers for the years?

6.If you support your customer in this pandemic situation, then your customer will support you in the future(As you would need loyal customers in the future as well to become a successful company). So, is this kind of solution and support you are providing your customers in such situations?

I think VW would be unable to give the answers to the above questions and will reply with Terms, Policies & Conditions. But they should know, the customer is above all this!

As a loyal customer, I really enjoyed VW Services in my past tours, they are outstanding in their On Tour Services. But this time, VW disappoints me a lot and lost a valuable customer.

We also need your wonderful services in the future as well, but you need to care about your customers and should come up with some sensible alternatives rather than explaining your terms & conditions.

Hopping for the best outcome.

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Below is the first review which I wrote about VW services on Nov 29 20017(With 5 Star Rating)(This review is posted on the official FB page of Veena World):

Arrived from my Singapore, Malaysia & Thailand Tour on 28th November(ASJW181117/A).

It was a FANTASTIC experience with VeenaWorld. Everything was well planned and above expectations. Hotels and foods were awesome and tasty. Buses/Coaches were good and cleaned. Covered all the itineraries as per the tour package.

Our Tour Manager, Mr. Amit Nandoskar is a great guy. He was very helpful, polite, and having friendly nature. Throughout the tour, he was punctual and nice to each and every one. Even many times he was taking care of our 10-month baby when we were having lunch/dinner.

I would like to thank Amit for all your support. Sharvil is missing you a lot. Hope we will meet soon!

Lastly, thanks again VeenWorld for Great Service. I will recommend everyone to book with VeenaWorld and especially Mr. Amit as a Tour Manager for their next International Tour.

Cheers!