Extremely disappointed.. Bad service. Review on Veena World

I have a very long story to tell so let me first summarise my feedback if you won't read the entire story. My experience in this tour was pathetic. I expect a refund of the day lost due to the driver's death which was due to no contingency plan by your esteemed company. I also expect a refund for my flight tickets from Mumbai to my hometown which I had to book again at the highest price because of the negligence of your tour manager. Now comes the entire experience and story.

It started with 2020 when my trip was booked and cancelled due to COVID. I asked for an immediate refund and was told that I would get only 50% of the amount paid.. otherwise they asked us to wait for some more time and they would book us on another trip. 3 years later.. we had to pay for our transfer charges extra. Our planned trip from May was postponed to June since they could not arrange an appointment for Swiss Visa. Multiple to and fro for all visas as well to Mumbai since we are not from there.. so right now we have already paid 30% of the total trip amount extra from our pockets.. coming to the itinerary.

1) London sightseeing: We were not shown the Piccadilly Circus. When we asked the tour manager where it was he said we drove past it. It would be great if the tour guide/tour manager are alert when such important sightseeing places pass and tell us on time.

2) At Cologne: In an unforeseen event our bus driver passed away! My sincere condolences to him and his family. However, Veena World had 0 backup plans for this.. it was not just his death but the bus could also break down but you guys have no contacts in Germany to get a spare bus/ driver or atleast accomodation in proper rooms for the guests. All of us were stranded in a small room (42 people in a room for the entire day) with arrangements for a few old people in 2-3 rooms that too for 1-2 hours. This was not all, another driver from Paris was called who reached at 5ish. When we left from there tired, the bus tyre got punctured and then we had to sit on the highway for another 1 hour. Due to all of this, we faced a lot of inconvenience and missed our sightseeing for the day.

Places missed: Black Forest, Cuckoo Clock Factory, Zurich Lake (which was shown to us in transit from very very far the next day) and Rhine Falls which was also adjusted the next day where we literally had to run to catch the boat. I just pray you guys never have to see the sight of 60+year old people literally running to catch this boat.. Poor fellows really!!!

That's not it.. we have barely slept in this entire tour, a max of 4 hours. We always returned late to hotel due to traffic or some or the other reason and had to wake up early for the next day. So the tour was extremely hectic. You should have kept in mind that max people travelling were old people, you would be responsible for any mishaps with them.

Also 2-3 days back to back we had to eat English lunch/dinner which basically was a McDonald's burger. Good try on cost-cutting but I've lost your customer trust as well!

Next are the hotels, maximum hotels that we checked into were not from the list provided. The hotel rooms were too small with barely some place to move. I would appreciate if you work on what you commit.

Last but not the least, the last day where our flight got cancelled. We were at the colosseum in Rome when we received this message that our fight was cancelled. The tour manager still took us to the airport at 4 am (mind it we slept at 2am). We sat at the airport till 2pm (people had to sit on the floor since there were not enough chairs at the airport). The tour manager was so helpless all the time, in fact he asked us to talk to the person on the ticket desk. Everyone else from other tours went ahead and boarded their flights. Some from our tour also were sent before. We had a connecting flight from Mumbai which I had already informed the tour manager and so I had asked him to put me on the next earliest flight to Mumbai. Since as usual he doesn't have a say on anything, he booked me and my husband on the last flight next day which reaches Mumbai at 11 am next to next day. We missed our flight and due to his negligence, we had to book the most expensive flight to fly back from Mumbai to our hometown. I expect a refund for those flights as well.. but duh uh.. nobody from Veena World would respond to your calls. So nothing doing.. my hard money is all gone down the drain. The tour manager himself left in the very first flight! Wow.. and what if there were issues with the ones going after him? Nobody cares! Your customer support hangs up the calls in between if the conversation does not go their way. They made false promises of Giving us a resolution on the Germany incident the very next day but in fact stopped responding to our emails and calls.

I wish you guys were there as well to enjoy this comedy of terrors.. cuz this was no vacation for me but only 13 days of extreme stress, fatigue and irritation.

I am definitely not booking from Veena World again after this experience and my parents who were loyal Veena World travellers and have taken multiple trips with you guys will also lose trust in you.