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: 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: Dear Sir/ Maam, The issue is that we purchased a10-year travel plan worth 34000 AED with an agency and became a platinum member. However, up until now we have not received our loyalty kit (our log-in to the system) in order for us to use the product and services. According to the contract signed 19th of May, this should be given withing 2 weeks. We were very unsatisfied with their services and since they haven't given any product or we haven't used any of it yet, we opt to have the amount refunded and waived off the 2 nights stay in Bangkok which was given regardless of we join or not. However, in their contract that we signed, it is non-refundable. Could they really do this? Or is there still any way that we can have that 34k refunded?

Q: Dear Sir/Madam, I booked a flight ticket online from a travel agency in Dubai. After the booking, the amount was deducted from my card, but I have not yet received the ticket. When I contacted the travel agency's customer service, they told me that the ticket will be provided in the morning. Later, they sent me an email saying that the ticket is not available with the airline and I can either reschedule the ticket or get a refund. I requested a refund and they replied that the amount will be credited to my account within 25 days. It has been almost 2 months and I have not yet received the refund. Please suggest how I can proceed further!

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 law, promulgating UAE Civil Code, govern the civil transactions in the United Arab Emirates. The commercial transactions remain subject to the laws and regulations applicable in their regard.

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.