Highlights
- An investigation by SBS Punjabi uncovers multiple allegations of improper practice against Melbourne-based travel agency Gaura Travel
- Common complaints include abrupt booking cancellations, re-bookings on more expensive flights, long delays for refunds and misleading information
- Gaura Travel denies any wrongdoing and its Managing Director says the company has refunded “at least 95 per cent” of customers
On its website, Gaura Travel bills itself as ‘the most reliable name in travel between India and Australia'. This, however, was not Ravinder Jassal’s experience.
The Adelaide man told SBS Punjabi he is unhappy with his ordeal in booking flights through Gaura Travel for his mother-in-law to travel between the two countries.
He had booked an Adelaide-Delhi flight with Sri Lankan Airlines for his mother-in-law through Gaura Travel in August 2021.
But a week before the intended travelling date (5 October, 2021), he received a phone call from a Gaura Travel agent telling him that the flight had been cancelled and another one booked to depart in just two days’ time.
"I told the calling agent that we were yet to book for a COVID-19 test, and also that we had already made arrangements in Melbourne for the layover that cost us $500,” Mr Jassal said.
"But the agent insisted that there were no nearby flights available after this date."
Photo used for representational purposes only. Source: Getty Images
A trick saved him a few hundred dollars
Mr Jassal had his doubts about the information supplied to him, so he called several other booking agents and inquired about flights from Adelaide to Delhi.
Mr Jassal learned that another airline, Qatar Airways, was operating on 8, 9 and 10 October 2021, contrary to what the agent had told him.
Then he decided to call Gaura Travel under a different name.
"I called with a new identity and said I want to travel on 5 October 2021 and to my shock, they said a Sri Lankan Airlines flight would depart from Melbourne, and that only two seats were available!
"I was astonished. I didn’t know what was going on," he said.
At that moment, Mr Jassal said he “burst” and revealed that he was the same person they had earlier told the flight was no longer operating.
"After a few hours, a lady from Gaura Travel called me and booked us the Qatar Airways flight for $950. I asked them to refund my remaining $400 from the previous ticket that they cancelled, but for week after week they gave us a new duration for the refund."
Mr Jassal said Gaura Travel’s practice to take a 5 per cent non-refundable deposit may make people feel bound to the company.
“I feel it must have affected many people,” he added.
"They hurry you by making numerous phone calls saying that only limited tickets are available, but no one gives a proper answer when it comes to refunding.”
Mr Jassal said that while he has received a refund, he is still upset by the hassle it involved.
"My confidence took a major tumble due to the lack of transparency or accountability shown by them," he said.
'Lost money and trust in humanity'
Mixu and Hari Thakkar from Melbourne booked tickets with Gaura Travel in December 2021 to travel from India to Melbourne in the first week of January 2022.
Mixu was pregnant, and the couple was travelling with Hari’s elderly parents, so they opted for Singapore Airlines as a comfortable choice based on previous experience.
Just three days before departure, they received an email from Gaura Travel saying, “Due to regulatory requirements, transfers to and from India via Singapore are not allowed until further notice”.
According to the email, Gaura Travel had secured them seats with Malaysian Airlines via Kuala Lumpur.
Wishing to travel as soon as possible, the Thakkars reluctantly decided to accept this option, which required them to shell out an extra $500 for each ticket – making it an extra $2,000 for the four members of the party.
Sharing her “horrible” experience, Ms Thakkar said, "We were not provided with any Jain meal on the flight, so being pregnant, I went the whole journey without any food.
"We can never forget this traumatic experience. We have lost both money and trust in humanity," she said.
Photo used for representation purposes only. Source: AAP Image/Lukas Coch
'Left without options'
Mansi, a 19-year-old international student in Adelaide, is also distraught after paying out what she considers an “extra” $1,800 to travel from India to Australia through Gaura Travel.
She told SBS Punjabi that she had originally booked a flight with Singapore Airlines from Delhi to Melbourne with a layover in Sri Lanka.
Unfortunately, due to issues with COVID-19 certification, she had to miss the flight departing from Delhi.
"The travel agency persuaded me to book another flight from Delhi to Sri Lanka. As my previous flight had a very long layover at Sri Lanka, they assured me that I could take the same connecting flight I was previously meant to go on."
"But when I reached Colombo, I was refused to board the flight... Then I had to book a new flight to Sydney which cost me more money," she said.
Mansi is an Adelaide-based international student. Source: Supplied by Mansi.
Abi Bellamkonda from Melbourne told SBS Punjabi that he is struggling to get his deposit back from Gaura Travel.
Mr Bellamkonda said he contacted the Ombudsman in an attempt to get the issue resolved.
"People who are experiencing emotional problems with the COVID-19 situation give up quickly," he said.
Amrit Bhangal is another who told SBS Punjabi that he struggled to get his ticket refund.
“While booking a flight from New Delhi to Melbourne, I checked again and again that the ticket was refundable, and I deposited money only after assurance from the company,” he said.
"But I didn't get any ticket confirmation from them for a few days. After chasing them through phone and email numerous times, finally, I received an itinerary."
However, he said his real nightmare started when his mother-in-law tested positive for COVID-19 just before her flight.
"I immediately notified Gaura Travel and asked them to reschedule a flight, but they quite blatantly told me that the ticket was non-refundable and non-changeable."
"Before the booking, I double- and triple-checked with the Gaura Travel agent on the phone that the ticket was changeable and refundable. But now they are not refunding $1,699 and are just passing the calls from one person to another," he said.
Mr Bhangal said he intends to file a complaint with the Victorian Civil and Administrative Tribunal (VCAT) over the coming weekend.
He also provided SBS Punjabi with copies of the receipts that document the payments and the emails he sent to get a refund.
Booking screenshot supplied by Amrit Bhangal with unclear terms and conditions. Source: Supplied by Mr Bhangal
‘No fault of ours’
Ashwini Sonthalia, the Managing Director of Gaura Travel, provided a detailed response to various queries raised by SBS Punjabi over email.
“We have always tried our best to serve our community and assist our customers. We have helped the Indian community by going out of our way in the last two years and operating 102 charter flights and reuniting 20,000 families.
“We regret that some flights got cancelled due to no fault of ours. Until December 2021 everything was going very smooth and then suddenly the Indian government decided to ban charter flights between Australia and India without any prior notification,” he said.
When asked if Gaura Travel is facing any legal challenges, Mr Sonthalia said “some customers” did “approach AFTA [Australian Federation of Travel Agents] and VCAT [Victorian Civil and Administrative Tribunal]”, but there is “nothing pending from our end”.
Mr Sonthalia said Gaura Travel has refunded “at least 95 per cent” of its customers.
“The refund amount already processed ranges $1,000,000-$1,500,000. Currently less than 50 refunds are pending due to late submissions and some complexity which will be actioned within the next two weeks.
“The total amount pending would be in the range of $50,000-$100,000,” he said.
If you have had trouble arranging overseas travel during the pandemic and would like to share your experience, please contact Preetinder.singh@sbs.com.au
