This is a story of how a Malaysian woman lost RM14,000 after she paid for a 8D7N travel package to London and Paris for 2 pax and how she’s navigating the legal system and filing for a claim.
Kavidha N from KL and her husband Jared had been saving up for their dream vacation to London and Paris. After researching for the best deals, they decided to go with a travel agency that they have used before and had a good experience with.
The total package for a 8 night and 7 day trip came up to RM14,078, inclusive of the return flight tickets and accommodation. After the full payment went through, the communication from the travel agency was reduced.
For weeks, the couple would ask the company, via Whatsapp for updates on their flight tickets and details, only to not receive a response. Two weeks before the trip was scheduled, they received a text message saying that they needed to reschedule their whole trip.
After receiving this message, the couple was promised to get their money back but they have not been able to contact the company.
“To my horror, they are still actively promoting to their followers on Instagram” says Kavidha, who wants to warn others to do their due diligence before purchasing online.
What to do if you’ve been in a similar situation?
You need to first file a police report then make a claim with Tribunal Tuntutan Pengguna Malaysia (TTPM):
After lodging a complaint with the Tribunal for Consumer Claims (TTPM) or KPDN, complainants will receive a Borang 1, which must be “served” to the company before the hearing date.
According to Kavidha, who shared her experience on Instagram to raise awareness, the form should ideally be sent via Pos Malaysia using an Akuan Terima — a yellow postcard-like slip that acts as proof of delivery.
Alternatively, she noted that it can also be sent via email, but with extra steps: the email (with timestamp) needs to be printed out and certified by a Commissioner of Oaths. This must be done in addition to sending it through registered mail.
At the hearing, individuals must represent themselves, as legal representation is not permitted. Kavidha advised that preparation is key — she printed and labelled all her documents using sticky notes to create tabs, which helped the presiding officer, referred to as Tuan or Puan President (since the tribunal isn’t a formal court). “Best to speak in Malay,” she added.
If the tribunal rules in the complainant’s favour, the company has a set period to pay. If payment is not made within that time, Kavidha explained that the claimant must return to the tribunal, show proof that an effort was made to notify the company, and request enforcement.
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