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A reputed management institute in Nashik had planned a study tour of its post graduate students to Kerala. After evaluating the different tour operators on various parameters, a new start-up tour operator Travel on Wheels Pvt Ltd, was given an opportunity to organize this tour. However, during the tour it was felt that the tour operator created a rosy picture of services delivery wherein in reality it was a nightmare for the batch-I of the tour. It was felt that the proposition was of over promise and under delivery. The tour turned out to be a fiasco with a great learning for management fraternity. This case is based on real life experience and discusses the implications of service failure, service gaps and possible remedial measures to overcome the service failures. It is intended for the discussion for the Graduate and Post Graduate courses and Executive MBA courses of Marketing Management and Entrepreneurship Management. The case can also be used for Post Graduate management courses on Services Marketing, Travels and Tourism Management, Hospitality Management.