MUSCAT: The Consumer Protection Authority (CPA) in Oman successfully facilitated refunds for three consumers after travel agencies failed to deliver services as stipulated in their contracts. Each case involved all-inclusive travel packages where the agencies did not provide the promised services, prompting complaints from the affected consumers. In the first case, a consumer paid RO 2,814 for a package that included flight tickets and a complete tourist programme, which was not delivered, and the agency initially refused to issue a refund.
The second complaint concerned a comprehensive tourism package worth RO 1,440 that was similarly not provided as agreed, leaving the consumer dissatisfied and seeking intervention. The third case involved a RO 1,500 package where services were not rendered and the consumer faced delays in resolving the dispute. In all instances, the CPA stepped in to ensure the rights of the consumers were protected and that the agencies were held accountable for contractual breaches.
Following the complaints, the CPA initiated legal procedures and engaged in communication with the relevant agencies, resulting in full refunds being issued to all three consumers. The intervention highlighted the authority’s commitment to addressing consumer grievances promptly and ensuring that service providers adhere to agreed contractual terms. These measures reinforce the importance of accountability and transparency within the tourism sector.
The Authority further emphasized that businesses must respond efficiently to consumer concerns and maintain high standards of service. By safeguarding consumer rights and promoting fairness in commercial transactions, the CPA continues to strengthen confidence in the local market, encouraging ethical business practices and ensuring that customers are treated equitably in all service agreements.
