Consumer Issues
Cox & Kings’ tourists robbed in Europe - II

You buy travel insurance thinking that you will be covered for any mishaps, but does it really protect you in the time of need? The details are in the fine print as discovered by Cox and Kings Europe tourists even as C&K is giving its “customers” a rude brush-off

Cox and Kings' (C&K) European Whirl tour ended with a whirlwind for 32 passengers just before takeoff back home. After being robbed of valuables left in the bus (on insistence of the tour manager), C&K has given them a cold shoulder and the prospects of the insurance company paying them anything is zero. C&K's reasoning is that they are not responsible for loss of any baggage, valuables and personal effects of the passengers.
Read the first part of the story - Cox & Kings’ tourists robbed in Europe

What is unique in this case is that the passengers lost belongings by following the C&K tour manager's instructions and yet C&K does not believe that they have to take the responsibility. C&K asserts that "passengers should not leave any property in the coach while disembarking", but ironically the tour manager gave exact opposite directions during all the 10 days of the tour.

If the standard operating procedure was to make the passengers keep the baggage inside the coach during sightseeing, C&K should have had an understanding with bus operator/sub-contractor about them taking the responsibility of baggage. C&K should be able to get compensation from bus operator/sub-contractor to indemnify the huge loss to the 32 passengers. Did they get any report from bus operator and tour manager? Was any action taken? How about C&K taking interest to follow-up with the police station in Rome where a complaint has been made? Why is C&K shrugging off the case with a casual attitude?

What makes the case appalling is that all the passengers lost the carry-on baggage and not a small tourist bag, which people carry during sightseeing. According to YN Bhattacharya, a senior banker who along with his family had lost of around Rs2 lakh says, "Instead of going directly to the airport or giving the option to leave the baggage in the safety of hotel lockers which was hardly five miles from the airport and ample time on-hand, the C&K tour manager made the full tour to not only carry all the baggage in the bus but also made them keep it inside the bus with no option for passengers to sit inside the bus. All of them had to go to the mall, which was actually not mentioned in the itinerary." If this is true, it was clearly a trap, possibly involving the tour manager himself. What is the implication is all this for insurance?

While buying travel insurance, customers hardly know what is really covered. What is mentioned in the fine print is that the cover is for checked baggage with the airline and does not cover loss due to theft. Oriental Travel Insurance purchased through C&K only covers loss of checked baggage. One insurer who covers theft from vehicle which clearly states-"It excludes theft from a motor vehicle unless the property is securely locked in the boot and entry to such vehicle is gained by visible, violent and forcible means." Even if the travel insurance purchased through C&K had this clause it would not have helped as it was an inside job. There was no need for forced entry or tampering of the lock. The learning for travel insurance buyers is to not buy blindly. If certain situations are not covered, you have to be extra vigilant about protecting your assets in a foreign land.

One of the 32 passengers lost his passport, ticket and was stranded in Rome. C&K's terms and conditions (T&C) states following-"If you lose your passport, visa, tickets, etc, you may have to incur extra expenses, for which you alone shall be responsible." Moreover, the T&C of Oriental Travel Insurance covering loss of passport excludes following-"Loss or theft of passport left unattended by the insured person unless located in a locked hotel room or apartment and an appropriate sized safety deposit box was not available for use by the Insured Person." There is low chance of getting insurance reimbursement in this case.

Even small tour operators carry public liability and professional indemnity insurance to handle such situations. C&K, being a major player in this business for over 250 years, will surely protect itself for any liability as it would have an insurance cover. So, it is not as if C&K will have to pay from its pocket to reimburse the 32 passengers. The reluctance to entertain and empathise with the loss of its own customers shows horrible a shocking business attitude.

If the fight goes to courts, the tour operator may simply invoke their insurance to pay off any liability. It may eschew doing justice till the noose tightens around its neck.

Tour passengers have been trying to contact C&K by personal visits or emails, but without any success. YN Bhattacharya tried repeatedly to contact Pankaj Sethi, C&K co-coordinator for the tour, who did not pick up the call, but sent an SMS that he would call back later, which he never did. Another passenger G Elangovan's email was unanswered. After a reminder, there was general reply that C&K is looking into the issue. C&K was going to give a response to Moneylife by noon today, but there has been no response till the time we uploaded the article.

User

COMMENTS

Cox and Kings India

4 years ago

Dear Customer,

We’d like to look into the matter. We would request you to kindly mail us your contact information and details of this issue to customerservice@coxandkings.com

Thanks & Regards,
-Team Cox & Kings India

Suresh Jeswal

4 years ago

Cox and Kings are not to be trusted at all. Please read my thread at
http://www.tripadvisor.in/ShowTopic-g304...#49815129
And at
http://www.tripadvisor.in/ShowTopic-g304...
Thx

Deepika Nambiar

5 years ago

It was shocking to know how the so called reputed tour operators of this country take people for a ride. We trust & believe the big names and this is what we get in return. This is one more incident which conveys that in our country there are no strict laws & regulations laid, to have a transparent & honest business relationship. I sympathize with the victims & hope that justice prevails.

GOVIND GOPAL SHANBHAG

5 years ago

Boss - can anybody guide me whenever we go abroad (my wife keeps visiting UAE to look after grand chile whenever an Indian Nani visits Mumbai once/twice a year)we take health insurance, covering departure airport to arrival airport. Touch wood, are there any hidden clauses even in those policies? By taking the policy it just gives moral satisfaction.

A kumar

5 years ago

Dear Harrassed Customers

(i)Please file a case with the consumer court on account of the incident- their advise on board to leave items overrides T&C in Brochure.
The case should be filed for refund of all tour expanses due to harrassment and in addition to the value of goods lost.
(ii) Please mention their culpability as they are responsible for loding a case in case of incident and advising you not to lodge is a serious misenmenour.
(iii) Please file a complaint with the consumer affirs ministry fcamin.nic.in
(iv) File a complaint with the Ministry of Tourism reporting on the incident and asking them to revoke license of the Tour Operator
(iv) Write to Board of Directors of the Cox and Kings in India and UK and seek relief.
(v) In any event file for full insurance claim.

S Rao

5 years ago

This is indeed shocking. While this appears to be a well planned robbery by the very operators who should have been taking care of their guests, i would like to highlight the fact that all of Europe is notorious for thefts of handbags / laptops / passports etc even at times from the persons of the travellers. We are not used to our handbags disappearing in airports but this is very common in Europe and one has to exercise extreme vigilance. One of my colleagues had his handbag lifted from his trolley at the check-in counter of a reputed European airline in Zurich and the police were unwilling to help.

Ankit B

5 years ago

First of all, i would like to thank “Money Life” who took an initiative in Supporting Mr. YN Bhattacharya and his family in showing the real picture of a reputated and big player of tour opertor ie “Cox & Kings” to the whole world. I would like to bring this to your kind notice that, this is happend with my best friend and her family which was never expected from such a big player in their field. Before their trip, I read so many blogs and articles upon cheated by Cox and Kings on internet, but always believed to a certain extent. But when it happened with my best friend and her family, i have so much anger and reget in myself that, why i didn't believe in those blogs fully so i could stop them to go with Cox and Kings. This planned robbery and looting clearly shows the motto of the company. They are just here to make money by illegal and hidden ways(cheated people by way of exchange rate). As an individual, i am definitely going to raise a voice against them to atleast save those who are even thinking about to create their best memories with this cheated company. This extremely planned robbery by cox and king with the support of their team(Marina Coutnio) in Europe and an action amounting of conduct of fraud on the customer is cleary highlighted in this article by Moneylife. I am pretty sure that all the 32 members who were on boarded on the trip was expecting a memorable holiday, good service and a transparent tour as advertiesed from an established company but got a fraudulent deal from Cox and Kings which they can never expect in worst of their nightmares. C&K made their trip as a forgeful exprience. They have played with their emotions and solely responsible for all the mental harrasment and monetary loss occoured due to their planned robbery.

Who would believe that hang baggages not usually covered in the insurance policies( reason given by C&K), they had planned a perfect robbery to earn a huge amount of money(in terms of cash), valuable things(all the coslty shopping) and the luxury stuff( laptop,mobiles etc). According to their tour guide, they had to leave the bags in the coach only and contradictory to, their brochure said that they should not leave any belongings in the coach while disembarking. Huh!!! What a planning and mismanagement??Shame on you C&K!! I would like to remind and make it understand to everyone who is reading this blog that in India, most of the people are from middle class who can afford foreign trip only once in their life. It was hard earned money which they spent in the expectation to get the best meomorable trip of their life but what they got in the return: Mental harrasment, worst memories of the trip, huge amount of monetary loss , defrauded by cox and kings, biggest shock of their life and mainly the angerness and frustation on Cox and Kings who even washed its hands off the entire story.

To this kind of circumstances mentioned by Money life, it is clearly an evident that "Cox and Kings" are a guilty of deficiency in the service under the consumer protection act and solely liable to compensate the loss caused to them by their reckless planning, negligent and malafide. The response they had given to them is nothing but a bunches of lies and subversion of facts. I really would like to request to all to raise thier voice against this cheated company and banned it fully in India. Guys, please do not even think about having your best trip with Cox and Kings, Yes you can have it if you want to create the worst moment of your life.Just go through all the blogs and articles on internet which clearly shows the number of people got cheated and even proves that tthey are the biggest cheater and fraud player in the market. You can only earn money but can't get good image and reputation in an Indian market. Always remember, you can cheat some people for some time but not all people all the time. The truth of the fraud committed by you and your travel agency will sooner or later dawn on the Indian public. You BIG TIME SUCKS Cox and Kings!!

K B Patil

5 years ago

The victimes should make this incident widely publicised. They and their relatives can use Facebook , You Tube etc. to shame Cox and Kings to do the right thing.

krishnan

5 years ago

Thanks Moneylife for this article and information. Is there any thing like a PIL which can be raised against such unethical business groups. In fact the head of this organisation should come out and clarify and ensure that justice is done to the tourists. Otherwise the company should be blacklisted and this message should be spread across the country. Probably Moneylife should take the lead and publish some ads which will help citizens
thanks

arun adalja

5 years ago

tour operator is responsible for such things and compensation must be given to tourists,insurance companies are least bothered about foreign travel insurance.new india asked me to pay double premium if i extend my travel insurance for another 6 months.how can it be?

Ramesh Yadav

5 years ago

Thanks a lot. It is better to be forewarned about Tour operators and their unethical practices. How can Cox and Kings disown its Europe guide and her instructions? Its very unprofessional to do so, although convenient now. I think people will think twice before engaging with them.

Cox & Kings’ tourists robbed in Europe

Tourists on a tour with Cox & Kings' European Whirl lost all valuables they had kept in C&K bus as per instructions from their guide on the last day

 

It is widely believed that travelling abroad with a reputed tour operator ensures safety, security and fulfilment of the promises made. However, those on Cox & Kings’ (C&K) European Whirl tour found that their Roman Holiday will be memorable for the wrong reasons. In a shocking incident, passengers allege that their valuables were stolen from their hand luggage right from the bus engaged by the tour operator.

The bad news doesn’t end with being robbed. Instead of helping them file a complaint with the local authorities, they were advised to return to India and file a complaint with Cox & Kings (C&K), which denies any responsibility and points to some opaque fine print in a brochure that was given to the tourists before commencement of the tour.
 
Here is what happened. YN Bhattacharya, a senior banker and his family were booked on C&K's “European Whirl” tour. The 11 night-10day package cost was Rs1.28 lakh per person. On the last day, the passengers having checked out of their hotels were on the last hours of their tour at Rome, before heading for the airport.  Mr Bhattacharya says, the tour manager Marina Coutino repeatedly advised all passengers to carry all valuables and items purchased in person, in backpacks or side bags, to avoid pilferage at the airport and also advised them to claim VAT refund. Accordingly, each passenger had these with them in the bus (on which they had travelled all the way from London), during their last hours of shopping and sight-seeing of the tour.
 
"On the way to airport, the bus was parked on the road Via Portuense outside a shopping mall and we were advised by Ms Marina Coutino to leave all the belongings in the bus and spend time in the mall till 17:00 hours. No one was allowed to stay in the bus. She also advised that no baggage would be permitted in the mall", says Mr Bhattacharya.

Everyone vacated the bus and entered the mall for lunch and shopping. After couple of hours, the tour manager contacted some of us and informed that baggage inside the bus was missing and everyone should check their belongings in the bus immediately. We immediately rushed to the bus and found that everything was missing from the bus except a hand purse, which had the travel tag on it. Even jackets worn and food packets were not spared".

According to Mr Bhattacharya, almost all the 32 members in the bus on way to airport lost their valuables and one member, Mr Chatterjee even lost his passport and air tickets and was stranded at Rome. Me and my family suffered a loss of around Rs2 lakh, apart from loss of peace and suffering mental agony with sleepless nights.


Moneylife spoke to Mr GS Kutty, who told us he lost his iPhone, laptop and a Blackberry and other valuable items worth over Rs2 lakh. We are in the process of calling others.

The tourists were in for a bigger shock on returning to India. C&K washed its hands off the entire episode. When Moneylife called C&K to ask for its comments, the spokesperson emailed us denying that its tour guide was in anyway responsible for the theft. He said, “We regret that such an unfortunate incident did take place. In the terms and conditions (Page 98) of our brochure we do mention that passengers should not leave behind any property in the coach while disembarking. The company would not be responsible or liable in case of loss of such property under any circumstances. It may be noted that the tour manager Ms Coutino assisted the passengers in filing the FIR at the local police station and a copy of which was provided to the clients".

But Mr Bhattacharya has a very different version. He alleges that the tour manager was in a hurry to take the passengers to the airport and advised them to take up the matter with Cox & Kings on reaching India. She only took them to the police station when the passengers insisted on it. His complaint says, “She (the tour guide) was compelled to take us to the nearest police station in order to lodge a First Information Report (FIR) for lost items. We were not allowed to go inside the police station but were handed over a limited ‘Questura di Roma’ form to fill in and hand over to her. We were not even given adequate time to fill up the forms for all four members. The partially filled forms were handed over to the tour manager for transferring the same to police station. Acknowledgment of only three forms were received out of the four submitted by us which was immediately brought to her notice but she declined to approach the police station to collect the remaining acknowledgement form, which she was to handover to us. This was around 17:00 hours and we were only five miles away from the airport when our flight was at 22:00 hours. This makes it evident that she had enough time to take care of documentation from the police station on the loss of valuables which were in exclusive custody of Cox & Kings, but she did not perform".
 
In fact, giving the brush off they have received, Mr Bhattacharya wonders whether the theft was an inside job in collusion with the driver and the guide, especially since he was not even given an insurance claim form when he asked for it at C&K’s Vashi office at Mumbai.

Specifically, he cites the following actions questionable actions on the part of the tour operator.  
1. Specific advice of the tour manager to carry all the valuables and items purchased in their handbags, backpacks. This facilitated pilferage of all items collectively from inside the bus.
2. Specific advice of the tour manager to leave all valuable belongings in the bus and to vacate the bus for about five hours to go shopping. Nobody was allowed to stay back in the bus.
3. We were not allowed to keep the luggage in the locker room of the hotel as she declined to pick up the luggage later from hotel on way to airport, although it was hardly five miles away.
4. The bus was parked on the road away from the shopping mall in spite of parking space available inside the mall complex.
5. The bus was parked outside the range of security surveillance of the shopping mall, monitored by cameras and CCTVs.
6. There was no tampering on the door of the highly technologically advanced Mercedes-Benz bus, which was fitted with security door alarms. Thus, raises doubts about pilferage being an inside job.
7. The tour operator was reluctant to approach the police station for filing the FIR. After almost three hours of the theft, she could be persuaded to take us to the police station.
8. She neither allowed sufficient time to lodge the complaint nor permitted anyone to leave the bus to meet the police officials.
9. The tour operator did not hand over the complaint acknowledgement from the police station for Sayanti Bhattacharya although she had filled the complaint form.
10. Although the bus was parked outside the police station, no police personnel inspected the bus.
11. Although there was plenty of time available to file a detailed complaint (about five to six hours until flight time) she was in hurry to push us to the airport and didn’t want the travellers interacting with the local police.
12. On reaching airport, she was not traceable anymore.

 
The question then is, don’t tour operators get any insurance for the tours? That is a separate story. Watch this space.

User

COMMENTS

A kumar

5 years ago

Dear Harrassed customers

Please immediatley file case in consumer court as a first step.

If instructions were given to leave items on board without recourse or option, it over-rides the "brochure " given to you.
Please file for a full claim as well as for
(i) Misguiding that a Police complaint can not be lodged.
(ii) For Mental Harrassment

Ask for full refund of the entire tour expanses.

kraom

5 years ago

in all tourist beware. there many people in rome, who come as police person in plain clothes and ask for ur ID and wallets. they are actually fake police. so dont ever show them anything. tell them that come to nearest police station.

Ankit B

5 years ago

First of all, i would like to thank “Money Life” who took an initiative in Supporting Mr. YN Bhattacharya and his family in showing the real picture of a reputated and big player of tour opertor ie “Cox & Kings” to the whole world. I would like to bring this to your kind notice that, this is happend with my best friend and her family which was never expected from such a big player in their field. Before their trip, I read so many blogs and articles upon cheated by Cox and Kings on internet, but always believed to a certain extent. But when it happened with my best friend and her family, i have so much anger and reget in myself that, why i didn't believe in those blogs fully so i could stop them to go with Cox and Kings. This planned robbery and looting clearly shows the motto of the company. They are just here to make money by illegal and hidden ways(cheated people by way of exchange rate). As an individual, i am definitely going to raise a voice against them to atleast save those who are even thinking about to create their best memories with this cheated company. This extremely planned robbery by cox and king with the support of their team(Marina Coutnio) in Europe and an action amounting of conduct of fraud on the customer is cleary highlighted in this article by Moneylife. I am pretty sure that all the 32 members who were on boarded on the trip was expecting a memorable holiday, good service and a transparent tour as advertiesed from an established company but got a fraudulent deal from Cox and Kings which they can never expect in worst of their nightmares. C&K made their trip as a forgeful exprience. They have played with their emotions and solely responsible for all the mental harrasment and monetary loss occoured due to their planned robbery.
Who would believe that hang baggages not usually covered in the insurance policies( reason given by C&K), they had planned a perfect robbery to earn a huge amount of money(in terms of cash), valuable things(all the coslty shopping) and the luxury stuff( laptop,mobiles etc). According to their tour guide, they had to leave the bags in the coach only and contradictory to, their brochure said that they should not leave any belongings in the coach while disembarking. Huh!!! What a planning and mismanagement??Shame on you C&K!! I would like to remind and make it understand to everyone who is reading this blog that in India, most of the people are from middle class who can afford foreign trip only once in their life. It was hard earned money which they spent in the expectation to get the best meomorable trip of their life but what they got in the return: Mental harrasment, worst memories of the trip, huge amount of monetary loss , defrauded by cox and kings, biggest shock of their life and mainly the angerness and frustation on Cox and Kings who even washed its hands off the entire story.
To this kind of circumstances mentioned by Money life, it is clearly an evident that "Cox and Kings" are a guilty of deficiency in the service under the consumer protection act and solely liable to compensate the loss caused to them by their reckless planning, negligent and malafide. The response they had given to them is nothing but a bunches of lies and subversion of facts. I really would like to request to all to raise thier voice against this cheated company and banned it fully in India. Guys, please do not even think about having your best trip with Cox and Kings, Yes you can have it if you want to create the worst moment of your life.Just go through all the blogs and articles on internet which clearly shows the number of people got cheated and even proves that tthey are the biggest cheater and fraud player in the market. You can only earn money but can't get good image and reputation in an Indian market. Always remember, you can cheat some people for some time but not all people all the time. The truth of the fraud committed by you and your travel agency will sooner or later dawn on the Indian public. You BIG TIME SUCKS Cox and Kings!!

Kunal Savla

5 years ago

This is so disgusting and shameful act of MNC's like Cox and Kings playing with people's emotions and hard earned money. Mis-handling of their clients and mis-management simply shows they dont deserve to be in India and should be banned. Their tag line: Over 250 years of Discovery only shows how they have been cheating and looting people from these many years by showing them false dreams and giving them false hopes. Simply unexpected of what i thought of Cox and Kings before. Will never ever recommend this tour operator to anyone. Shame on you C&K :\

DEBARGHO

5 years ago

Cox and Kings are unwanted thieves and slang slavedrivers to harass their customers my own relatives are victim to it. Lots of people have similar experience with these cheap thieves who claim to be excellent vacation planner but the fact is they are cheap hooligans. Cox and Kings should be banned in India.

KRISHNAN

5 years ago

this incident clearly shows how life has degenerated in europe because the economy is down, people have no jobs and now they resort to robbery, theft and other crimes to survive...c&k should be responsible for this and compensate the victims

SBM

5 years ago

welll.....it is all about fine prints of terms and conditions that allows them a escape.

Venkat

5 years ago

It is pre planned crime. we r also one of the victims.
Cox & Kings Responsible for this.
boycott C &K..

param

5 years ago

this is a pure scam. if you insist that people leave the bags in the bus & also insist that they cannot stay in the bus, you are claiming full responsibility - whether due to loss by theft or by fire.
it surprises me how much faith indians put in these kind of 'tour operators' who have no competency or integrity to begin with.

Ankit Shah

5 years ago

I feel that Cox & Kings has either royally goofed up or its staff members have engaged in a pre-planned crime. The latter seems more plausible because if you're a tour operator you are expected to take extra precaution.

Secondly, when your tour guide has misguided tourists, you cannot simply shirk responsibility by saying that the tourists have signed on a document that says that the company will not be liable for any theft or loss.

Speaks very poorly of Cox & Kings. Will certainly recommend people to avoid this tour operator.

As for the people of this ill-fated trip, it is not just loss of money, but a lot of agony. You certainly don't want such a special trip to end like this.

Even worse, the company is not even willing to provide any relief to the tourists.

Makarand patankar

5 years ago

It will take ages to get justice in consumer court or any other court in India.bhattacharya or anyone else will be further frustrated.find out a way they can be sued in court west, a mere possibility will force cox and kings act.

I

REPLY

pk

In Reply to Makarand patankar 5 years ago

any of the tourists have a relative / friend in Italy..matter can be then highlighted there and C/K can be sued in Italy for few million Euros.
it may be worh while writing to the UK/Italy offices and local e- papers and the Indian community as well.

Suresh Thakur Desai

5 years ago

Mr. Bhattacharya will be well within his rights to file a complaint under Consumer Protection Act against Cox and Kings. All his fellow passengers should join him and strengthen.
Consumers must realize that those who remain silent spectators to any injustice should be considered as passive supporter of the wrong doers

Makarand patankar

5 years ago

Tour managers accompanying tour are casual labourers,they don't even have a contract with the company,they are supposed to make Money thru tips and are hand in glove with hotels ,gift shops,bus operators and night clubs.
Cox and kings and other companies in this business are fully aware but they prefer to be opaque as it suits them in money making.

REPLY

Adi Daruwalla

In Reply to Makarand patankar 5 years ago

It depends on whether the tour manager/ escort is hired from India, or selected for the tour as a local Italian citizen. In the case mentioned the name sounded Indian, did not sound too Italian. What sort of training is received by Tour manager and escort and what experience the tour manager or escort have is also important?

Vaidya

5 years ago

This is one among many stories I heard about foreign tourists duped in Rome. Italy in general may be safe but Rome thieves and tricksters -women included- are quite smart. Like our local trains in Mumbai, a newcomer is sure to lose wallet in their metro.

I would not have trusted the tour Guide's instruction of leaving things in the bus, in Rome.

Idea of working through Consulate is good becasue the police here will have interest in solving the case.

p k

5 years ago

this case has the foreign hand in it...that too from Italy.

pls appeal to madam Sonia..ijjat ka sawal.

if she cant do anything , then what is the difference in India and Europe/ Nigeria ?

boycott c&K..badmash company!!

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While hearing a case on claims rejection, the North District Consumer Disputes Redressal Forum (New Delhi) said that death due to a mosquito bite is an accident and is covered under accidental death insurance, according to a report. When a snake bites a person, it is considered as an accident. The Forum said, that it does not find any difference between deaths caused by snake bite or by...

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