May 09, 2020 05:46 PM
13777 Views
(Updated May 09, 2020 05:42 PM)
This review is about how VW treats their Guests in a pandemic situation and gulping their Money which they paid on trust.
I made the booking on 08.03.2020 and paid full amount in advance. After booking COVID-19 started from 9th to 10 of March in Mumbai, Now, everybody knows the current worldwide situation because of COVID-19. VW executive called me after that 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 further air service started. Here I fight with him why you are asking me my permission, because of this situation you are supposed to cancel this tour not we.
I am a senior citizen, we booked our tickets from our pension amount. How come you deduct our Money, just because you are transferring date. We are ready to go on the same date. You can take us on the same date but it's you that canceling our trip, so you do not have any rights to deduct our money.
If I opt for a refund, they are going to deduct 75% of the amount from the total cost and will wire me the remaining 25%. When I asked her(Shubhangi Vartak-of Vasai Incharge), how can they deduct a 75% amount when there is no fault of mine? She replied we have the policies and 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, without informing us they directly deducted Rs.20000/- from my total amount as a transfer charge and the remaining amount will be held to VW for the future tour. They provided me a debit note for the same and written as the remaining amount is non-transferable. The remaining amount should be used before March 2021.
Also, I would be unable to use that amount in peak seasons(Please note this point - I have booked the tour for 20th April 2020. April-May month is the peak season for holidays and every travel company charges more than a regular in April-May month. Then how can they force me to use my remaining amount for next booking before March 2021 and not in May 2021?
Somehow, if I book the next tour I need to pay the Extra charges again add marginal cost of that tour package which will be different in the next year add GST on that amount.
So as a Senior citizen, 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 1 and half month?
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)? As a Senior Citizen, if I keep this money in Bank, I would have received above 25000/- interest P.A.
5. Here as a senior citizen, we are not at all interested in going with you people in any season, because of our health issues.
We request you to better refund us our full amount as this is our entire life's hard work money. Dear Veena, how do you treat with the company that trap your parents like us?
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, In this worldwide situation, every air or rail company's refunding 100% to their customers. And kindly note in our case, you have not made any bookings to anywhere, then why did you deduct our money as booking charges for date transfer(which you yourself change against our wish)
Hopping for the best outcome.
