KUCHING – The Sarawak Consumer Association (PPS) has urged travel agencies to act responsibly and provide clear explanations to customers after receiving complaints about unexplained deductions in cancelled tour packages.
Two travellers reported difficulties with a package booked through a Sibu-based agency in August 2025. The trip, scheduled for May 2026 from Malaysia to Norway, was priced at RM29,888. The complainants had already paid RM19,500 in advance, along with RM1,000 in booking fees.
However, the ongoing global conflict has disrupted the original flight route via Dubai, raising concerns about additional costs for accommodation and meals during transit.
The agency informed the travellers that these expenses would be their responsibility, prompting them to withdraw from the trip. The agency itself later advised against continuing the journey due to the high financial risks involved.
In March 2026, the complainants formally cancelled their participation. The agency then presented three alternatives: continuing with the original route at an estimated extra cost of RM20,000 to RM30,000, rerouting through other countries with uncertain connections, or cancelling with an RM8,000 deduction from the deposit. The travellers rejected all options, citing unreasonable risks and unclear financial implications.
The RM8,000 deduction has become the central issue, as the agency has yet to provide a detailed breakdown or justification. PPS has emphasised that such practices are unacceptable and has reminded agencies of their duty to maintain transparency in handling consumer payments.
PPS President Dr Wynson Ong Teck Ping stated, “Consumer Voice, Shared Power,” underscoring the association’s commitment to protecting consumer rights.
He added that unresolved cases may be escalated to the Malaysian Consumer Claims Tribunal (TTPM) to ensure fair outcomes.
Between March and April 2026, PPS received six complaints involving travel agencies. Four were resolved after intervention, with agencies returning deposits despite initially withholding them. Two cases, both linked to agencies in Sibu, remain under review.
The association has stressed that travel agencies must not shift the burden entirely onto consumers, especially during emergencies such as wars or international conflicts. Instead, agencies should provide balanced solutions that safeguard customer interests.
PPS has also advised the public to exercise caution when purchasing tour packages. Consumers are encouraged to review cancellation and refund policies thoroughly and to consider potential risks that may affect travel plans.
Transparency in fees and charges remains a key expectation, with PPS warning agencies against exploiting uncertain situations by raising prices or imposing unexplained deductions.
The association confirmed it will continue monitoring developments and take further action if necessary to uphold consumer protection. Complaints can be directed to the Sarawak Consumer Organisation line at 017-710-9299.
