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By DayakDaily Team
KUCHING, April 29: Two consumers who booked a Malaysia–Norway tour package from a travel agency based in Sibu are now facing significant financial losses after deciding not to proceed with their travel plans, following uncertainty caused by ongoing global security issues affecting international flight routes.
The Sarawak Consumers’ Association (PPS) president Dr Wynson Ong said the case involves a travel package booked on Aug 15, 2025 for a scheduled departure on May 31, 2026, with a total cost of RM29,888.
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“The complainants had already paid RM19,500 in September 2025, along with a RM1,000 booking fee made in August.
“However, due to an ongoing war situation, the original flight route via Dubai to Norway has become uncertain. The consumers were informed that if the transit route could not proceed as planned, they would have to bear all additional costs at the transit location, including hotel accommodation and meals, which are unreasonable and burdensome,” he said in a statement today.
Following the uncertainty, the consumers decided not to proceed with the trip. PPS said the travel agency itself had also advised against continuing the journey due to the high risk of additional expenses.
“In March 2026, the consumers formally confirmed their decision to cancel the trip. However, the agency subsequently offered three options: continue with the original route with potential additional costs of RM20,000 to RM30,000; reroute the journey via another country without guaranteed connections and with unclear costs; or cancel the booking with an RM8,000 deduction from the deposit,” Ong disclosed.
He added that the consumers found all options unreasonable, particularly the cancellation penalty, which was imposed without a detailed explanation or breakdown.
“To date, the agency has failed to provide transparent clarification on the deduction and has not offered any fair or reasonable alternative solutions,” he said.
The association stressed that travel agencies must act transparently and responsibly, especially in situations involving force majeure such as war or international conflict, and must clearly justify any deductions imposed on consumers.
“If the matter is not resolved amicably, it will be escalated to the Malaysia Consumer Claims Tribunal (TTPM) for adjudication,” Ong said.
Between March and April 2026, PPS said it received six complaints involving travel agencies. Four cases were successfully resolved through its intervention, resulting in full deposit refunds after cancellations. The remaining two cases involving agencies in Sibu are still under monitoring.
PPS also urged travel operators not to shift all risks onto consumers during crises and to provide fair and balanced solutions in extraordinary circumstances.
Members of the public are advised to carefully review terms and conditions, particularly cancellation and refund policies, before purchasing travel packages, and to take into account current global risks that may affect travel arrangements.
Consumers may lodge complaints via the Sarawak Consumers’ Association hotline at 017-710 9299. — DayakDaily
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