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

Q: I paid AED 15000 to avail services of a holiday service provider. Looks like the company is shut down now. I am not getting any responses. Is there any way to get the money back?

Q: Hi. I’m F. I've paid AED 18,700.00 to a holiday company named "-----" in Dubai for a vacation package of 28 Days Worldwide for 3 Adults and 1 kid valid for 10 years, plus additional benefits of: - 14 Days fully paid trip for 3 Adults and 1 Kid with tickets for Europe/Asia/Africa - 2 Night UAE stay/ 1 Night stay Cove Rotana - 7 Local Activities in the UAE We were clearly informed there will be no blackout dates and only had to inform in advance for booking. Now they are saying it is subject to availability. We have been really flexible and only asked them to provide beach-facing hotel options for any weekend or public holidays but they have only provided us with 1 hotel option for weekdays when we cannot travel. We have requested a sample itinerary for hotel options for Europe but there has been no response from them. So far they have failed to provide any service promised in the contract. Please advise on this matter.

Q: Hi. My husband and I subscribed to a tourism package with a registered company in the UAE last Sunday. We signed a contract and paid an amount of AED 13999 for the package. We later decided that we want to cancel this subscription and get a refund. The exact clause that describes the cancellation policy is: “Subscription cancellation request received 7 days enrollment/payment date may be eligible to receive a refund after deducting 30% administration charges and cost of the utilized services if any.” It’s only been 3 days since we purchased it and we haven’t used any of their services yet. Their subscription fee is 13999 and we were not informed of a separate administration charge. They are not willing to refund. Isn’t it illegal to deny that right to a customer? Please help us sort this out. We’ve recently moved to the country and have been scammed of all our savings and money through a scam call as well. Thank you in advance for any guidance you can provide.

Q: Dear Sir/Madam, I would like to know the procedure for filing a complaint against a cheating business firm that sells travel packages but does not provide the service. They are registered in the Sharjah Free Zone. Is there any expense for this?

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: Dear Sir/Madam, I purchased tours and travel packages from a company for 11,000 Dirhams. According to a Khaleej Times post, the company has disappeared. Where can I file a complaint about this incident?

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.

The provisions of this Federal Law, known as the "New Consumer Protection Law", govern Consumer Protection regulations in the United Arab Emirates. The New Consumer Protection Law repeals the previous UAE Consumer Protection Law (Federal Law No. (24) of 2006 on Consumer Protection).

The provisions of this Cabinet Resolution No (12) of 2007 Concerning the Executive Regulations of Federal Law No (24) of 2006 on Consumer Protection.