KUCHING: The Consumers Association of Sarawak (CAS) is investigating two complaints involving travel packages affected by ongoing global security situations beyond consumers’ control.
One of the cases involves two complainants who booked a travel package through a Sibu-based agency on August 15, 2025, for a trip from Malaysia to Norway, scheduled to depart on May 31.
“The total package cost was RM29,888, with a RM19,500 deposit paid on September 22, 2025, and an additional RM1,000 booking fee paid in August 2025,” said CAS President, Dr Wynson Ong Teck Ping, in his statement issued today (April 29).
However, due to the ongoing war situation, the original flight route via Dubai to Norway is now uncertain.
He added that the complainants were informed that if the journey from Dubai to Norway could not proceed, all additional costs at the transit location, including hotel accommodation and meals, would have to be borne by the consumers, which is clearly unreasonable and burdensome.
Following the development, the complainants decided not to proceed with the trip.
The agency had also reportedly advised against continuing the journey due to the high additional costs involved.
In March 2026, the complainants formally withdrew from the package.
However, the agency proposed three options which is maintaining the original route with potential additional costs of RM20,000 to RM30,000, rerouting through other countries with uncertain connections and unclear costs, or cancelling the trip with an RM8,000 deduction from the deposit.
Ong said the complainants found all options unreasonable due to high financial risks and lack of clarity.
“The RM8,000 deduction imposed on the deposit was made without any detailed explanation. To date, the agency has failed to provide a transparent explanation regarding the reason and breakdown of the deduction, and has not offered any reasonable alternative options to the consumers,” he said.
He stressed that travel agencies must act transparently and responsibly in such situations, particularly in explaining any payment deductions to consumers.
“CAS has also informed the agency to be more transparent in handling payment-related issues, including price deductions and imposed costs.
“If the issue is not resolved amicably, the case will be brought to the Tribunal for Consumer Claims Malaysia (TTPM) to seek a fair resolution,” he added.
For the record, between March and April 2026, CAS received six complaints involving travel agencies.
Of these, four cases were successfully resolved through CAS’ intervention, where agencies cancelled the trips and refunded the deposits to consumers, even though the deposits were initially retained.
The remaining two cases involving agencies in Sibu are still under monitoring.
At the same time, he emphasised that travel agencies should not shift full responsibility onto consumers during emergencies such as war or international conflict, and must provide fair and balanced solutions.
The public is advised to carefully review terms and conditions, especially cancellation and refund policies, before purchasing travel packages and to consider current global risks.
He also urged travel agencies to remain transparent in all charges and not take advantage of uncertain situations to impose additional costs.
Complaints can be channelled through the CAS hotline at 017-710 9299.
