Consumer Redressal

Against Bharat Bhraman Holidays: We called them a month prior to book an Etios with boot space to be sent to Delhi airport on 24th Dec'2020 at 4AM for a 12 days Himachal Pradesh trip at a cost of INR 27,500. Even on the last confirmation call on 23rd evening, they confirmed the same. On reaching Delhi Airport, we see they have sent Accent with CNG (no boot space at all), and the cab is in very bad condition to be taken for a 12 days . We refused to board the cab and the cab driver 1 forced us to pay INR 300/- which was not supposed to be borne by us. We still had to pay. Then after multiple calls, they arranged for another cab (Etios), that came at 8AM. We had to stay out in the chilly winters of Delhi for 4 hours. Cab driver 2 made us pay him INR 7500/-. We paid and started the journey. Within few hours, we realize that the driver was driving with his EYES CLOSED. On asking, he says that he is very tired as he just returned from another Shimla trip just that night around 3AM. On the way, he hit 2 vehicles (a car and a bike) and was about to hit a jeep very hard , we shouted and that made him open his eyes and take the cut to avoid hitting the vehicle. He was driving like a bullock cart but we didn't say anything as we thought he must be really tired. By 6pm, we were still in Chandigarh and Dalhousie was another 6-7 hours and we couldn't afford to take the risk as the driver was literally sleeping . It was our eyes and him holding the steering wheel. We had to make a stop urgently to avoid any kind of accidents which could have occurred if he drove for another hour. We booked a hotel on the go which costed INR 3069/- and made a stop at the hotel. Our stay at Dalhousie at INR 2596/- per night (for 2 nights) was already a loss as we couldn't reach the place. We started next morning after almost giving rest to the driver for more than 12 hours but within 10 minutes, we see his eyes were closing again and was about to hit a truck that was broken and was parked at a corner in the highway. We shouted again and got saved by an inch. We decided to stop then and there as our lives were more important than trip. We called the agency and asked for another cab. They tried their best to convince us to go with the Driver 2 to Dalhousie and they would change from there. But we were sure we could get killed on the way if we did that. Driver 2's owner called and said that he didn't come back from any trip and was at home only. Then we realized that he was INTOXICATED the whole time. Still, the agency people were not ready to sent another cab. After multiple calls with 2-3 people from the agency, they agreed to send a cab. It was after 2PM on 25th Dec'2020 and we were still on some random place in the highway near Chandigarh. Then comes the next cab, Driver 3. He was a good driver but we were already late and reached Dalhousie at midnight around 1AM. We just had few hours of stay and started at 6AM on 26th. Driver 3 was good with the city transfers but was more interested in sitting at the hotel parking rather than taking us for a sight-seeing (that is what we paid for). Wherever he took, he had one excuse of getting caught in traffic and suggested us to walk by ourselves and see the places. We walked for KMs in various cities as we didn't have enough time to sit and argue with Driver 3, even getting injured due to slippery snow and bad roads. We talked with the agency and asked them to compensate for the Chandigarh hotel and they initially agreed after much discussion. But on the last day of the trip, they threatened us that if we don't pay the rest, then they won't drop us till airport as discussed and will stop mid-way. So we had to pay that as well. and the amount they took was more than the deal they did. We ended up paying INR 28,350/- for the various expenses, where the deal was for INR 27,500/-. The whole trip was messed up because of them and it became more of a mental harassment because of them. It was like a burden the whole time. We couldn't enjoy at all due to all this mismanagement from them . Requesting you to please look into the matter and help us get proper compensation for all this mental trauma we had to go through. We almost thought that we will either be killed or hospitalized because of the carelessness of the management. On top of that, they were getting into heated arguments instead of being apologetic about it.