Consumer Redressal

I am submitting my grievance amidst the evolving Covid-19 situation that has a cascading impact in many walks of life. I will be thankful for your team's intervention in this matter, as my complaint represents many other citizens who are facing identical and similar challenges in India. Our family had booked for a vacation to Europe through renowned tour operator Kesari tours Pvt ltd, that is headquartered in Mumbai and has branches all over India. We had pooled in our lifetime savings to visit some cities in Europe along with our aged parents and child. Due to the Covid-19 situation across the globe, the tour operator cancelled the trip that was scheduled to depart from Bangalore on Apr.21st. We had paid in full for this trip by end of January 2020, for about 7 members, totalling to INR 13.6 Lakhs. Now when we are reaching out to the tour operator, there's neither a response nor any pro active communication about refunding the cost. Please note we have also found out that so far no arrangements were made for tours starting after April.1st. Our parents are living on interest income and we are also looking to secure our financial commitments given the challenges coming ahead due to economic situation. I see a lot of complaints of similar nature against the same tour operator on forums like facebook and Indian consumer complaints forum that have gone unanswered so far. Please intervene and help resolve.