Q: A holiday tour operator is not refunding me the amount paid because the tour got cancelled due to delayed visa receipt.

Q: Hi, I'm L. My story is I paid for consultation services going to Poland for a work permit. I initially paid AED 3k last Jan. 30 and said the other amount which is 3k will be paid on Feb 28. I'd sign an agreement after the initial payment then just 2 days I realized I need the money, so I asked for a refund. I called the agent I was talking to, which she says at first that she was working for 12 years on that company, did not know about refund and have to wait for a week to answer the question. But then 1 week had passed, I called again and it was not her who answered the call, and told me she was on vacation. So, I decided to go there and ask the reception regarding the refund and she answered that she doesn't know. Before I went there to ask about a refund, I have already read it. There is refund but should be within30 days from the 1st day of signing the agreement. So I told her I have read that there, how come you don't know? And I already sent a notice that they should answer my questions regarding refund and hoping I could get. The notice letter which told them to answer my questions regarding a refund, I made it myself though browsing. Let's get back to the story, so the receptionist there gave me emails and numbers to contact, it was written there contract department and legal department. Well, before she gave me those emails, the agent I was talking to had given me the legal department email address which I sent the notice letter. So the receptionist told me to wait for their response but a week had passed, and no reply at all. This agency was sending me a notice to pay the remaining balance which confuses me because I was refunding the money. Then sent me a legal notice after a week which now I didn't ignore. For the first time, their legal department had a response but a legal notice. What is this?. So I replied to that, I had a long message that I request a refund and will not expect to pay anything because just 2 days of initially paying I request for a refund because I need the money to help my loved ones and we are on a pandemic situation. My questions are, were actually two and both paid on the same date but he's the only one who receives email that he needs to attend a civil dispute on Dubai courts on April 21, any help or actions he can make? For me any legal actions I can make before they send me email against me which clearly I should be the one submitting a complaint.

Q: Hello, We purchased a membership with a travel & tours agency. When we tried to use it, they failed to arrange the booking even though it was 4 months in advance. After that, they didn't refund the amount that was needed for the booking.

Q: Dear Sir/Madam, I paid 13,000 DHMs for a tour package to a tour agency in Dubai but encountered persistent difficulties in booking a holiday through the company. They cited excuses related to time constraints and peak season challenges. After persistent attempts, we decided to embark on a trip to Sri Lanka. Despite confirming arrangements with the company, upon reaching the hotel, we discovered no reservation was made. This left us stranded, forcing unplanned and costly accommodation due to the hotel's exorbitant asking price. While initially assured by the agency that bookings were in order, subsequent communication admitted their mistake, offering a refund for the hotel. Though appreciative of the proposed refund, the overall dissatisfaction prompts me to consider filing a complaint with the Consumer Court. I seek guidance on procedures for addressing tour package issues, cancellations, and seeking compensation for package costs, unplanned hotel expenses, and the mental pressure endured.

Q: I booked a hotel stay for Eid through a travel agency two weeks before Eid. The travel agency confirmed the booking on payment. One day before Eid, the agency reached out, saying they had an issue with the supplier/hotel and the booking would be cancelled. They offered alternative hotels that didn’t match the original property. I suggested some properties, and they couldn’t arrange them, or they asked for further payment, so I didn’t book anything through them. What are my rights to a refund and compensation, as I had to book other arrangements separately at a significantly higher cost due to the last-minute prices? It also caused significant emotional distress, less than 24 hours before the holiday. To which authority can a complaint be made in case of an unsatisfactory outcome? Both the agency and the hotel are in Dubai.

The Law sets up the legal framework for the protection of consumer rights in the UAE. The Law establishes the Higher Committee for Consumer Protection and the Consumer Protection Department, and sets up the fines for breach of its provisions.