Questions & Answers
Questions & Answers
8 available 8 • View allRefund of a cancelled holiday tour due to visa delay
1
Q: A holiday tour operator is not refunding me the amount paid because the tour got cancelled due to delayed visa receipt.

Oct 2, 2017
780
Claiming refund from a deceiving service provider

2
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?


Feb 4, 2020
886
Legal action against a travel agency for breaching the agreement

1
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.


Oct 28, 2021
671
How to a force a tourism agency to refund an amount for a scam package?


2
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.



Feb 19, 2023
760
Filing a complaint against a deceptive travel agency


1
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?



Nov 12, 2023
2154
Tour agency service is unsatisfactory. How to claim compensation?


1
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.



Jan 16, 2024
151
Travel company disappeared after purchase. Where to file a complaint?


1
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?



Jan 23, 2024
168
I booked a hotel stay for Eid through a travel agency and it was canceled two days before Eid. What to do?



0
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.




Apr 4, 2025
89
Laws & Regulations
3 available 3 • View allFederal Law No. (24) of 2006 On Consumer Protection 8
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.
Aug 13, 2006
9975
Federal Law No. (15) of 2020 on Consumer Protection 0
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).
Nov 10, 2020
633
Cabinet Resolution No (12) of 2007 Concerning the Executive Regulations of Federal Law No (24) of 2006 on Consumer Protection 0
The provisions of this Cabinet Resolution No (12) of 2007 Concerning the Executive Regulations of Federal Law No (24) of 2006 on Consumer Protection.
Mar 29, 2007
236

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How can I claim my settlement if the company is inactive but some branches still operate? 0
Hello,
I got a judgment from Dubai Court stating that the employer should do my settlement. It’s been years, but I still haven't received the payment in my account.
When I checked with Al Adheed Center, they said if the company is not active, it’s not possible to get the money.
However, it’s a group of companies, and a few branches are still running. Is there any chance to claim it, or can I appeal directly to the court?
May 14, 2025
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Can a DTC holiday home permit be used as proof that my landlord re-rented the property after evicting me? 1
Hello,
My landlord vacated the property with 12 months' notice, stating he would live there himself.
However, he started renting the property through the holiday homes system.
Is a permit issued by the DTC for a holiday home valid proof to prove that he is renting and to claim compensation?
Mar 18, 2025
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Can I file a case against a friend for privacy breach if he claimed I scolded him for his act? 0
On Jan 2, 2025, one of my close friends did a privacy breach and recorded me and my van in some specific place.
On Feb 5, when I called and asked him why he did this to me, he went and gave a complaint that I scolded him and threatened him.
The same case was later closed by the PP when we negotiated outside the station and apologized.
At this juncture, can I file a privacy breach case against him, which happened on Jan 2, 2025, and on Feb 5 I scolded him only for the privacy breach that happened on Jan 2?
Mar 18, 2025
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I have video recording of my husband beating me. Can I show this in the child custody hearing? 0
I have a video recording of my husband beating me in our garden.
Can I show this in the child custody hearing?
It was filmed with my phone camera
Mar 19, 2025
86
What are the legal consequences of my partner's voluntary withdrawal from our company? 0
Hello,
My partner voluntarily withdrew from our company which we established in Dubai, United Arab Emirates.
We established this company on July 1, 2024. Until now, there is no income or revenue. What is the legality?
Apr 9, 2025
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What can I do if I cleared the travel ban at the police station but it still cannot get a clearance certificate? 0
I had a case at Al Barsha Police Station, Dubai, for one year.
On 22 April, the court announced a verdict and imposed a fine of AED 5000, which I paid on the very next day and got the certificate from DPP, which I took to the Al Barsha Police station and submitted there.
The police officer told me that they have removed the travel ban, and the records will be updated in other emirates within 24 hours.
It's been more than 48 hours now since I applied for a clearance certificate on the MOI app, and it has turned into status "review with the concerned party."
I don't have any other cases, only this case, for which I paid the penalty already.
Seeking expert advice, please.
May 16, 2025
11
Why was my first UAE employment visa rejected if there’s no travel history? 0
Hi,
My employment visa was rejected without any reason stated. I contacted MOHRE, and they said it was rejected by ICP Abu Dhabi. I have never been to the UAE or any other country.
This is my first visa application. I am from Pakistan, and I heard there is a shadow ban on some cities in Pakistan.
I contacted ICP, but they said there is no ban on any nationality.
May 16, 2025
13
Am I allowed to travel to my home country during the probationary period? 0
Hello,
Is it okay if I travel to my home country during the probationary period?
I have 7 days pending (days off and public holidays). My manager agreed to give all 7 days together, and I am planning to go see my family.
Do I need to get approval for traveling?
May 16, 2025
26
Can the collection agencies pursue a legal action against me in my country for unpaid debts in the UAE? 0
Dear Sir
One of my friends took a loan and credit cards from various banks and ran away to Pakistan as he lost his job.
Can anyone chase him in Pakistan?
Actually, he was a victim of fraud, and the person who did this is in jail, and the other ran to Pakistan.
My friend made civil cases and won both. One is in jail for the first case, and the other ran to Pakistan. That's why he defaulted on payment.
May 16, 2025
18
What is the procedure to stay in the UAE if the medical test showed unfit due to HIV? 0
Seeking legal advice.
I was working in the UAE for almost 12 years, and I am on a visa renewal. However, my medical is unfit due to HIV.
My employer is willing to help me if there is any way to process the renewal of my visa.
What can be the procedure for me to be able to stay and renew my visa and be able to seek medical treatment in the UAE?
May 15, 2025
21
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