May 2, 2020 @ 5:39pm
The Covid-19 pandemic has brought about numerous grievances for most of us, if not all. With the infectious disease declared as a pandemic by the World Health Organisation (WHO), our daily routine has been restricted, as the government has declared a Movement Control Order (MCO) in order to contain the spread of this deadly contagious virus.
Not only our government, but many countries around the globe have declared lockdowns or restricted movements.
Fomca has received a lot of complaints during the MCO from consumers on the travel and leisure sector. Prior to the outbreak, many consumers made agreements with travel agencies, airlines, concert venues and many others. Many of them saved little by little to go for an excursion or holiday.
Some sacrificed many things in their lives to go for holiday, hoping that travel agencies as well as airlines would fulfil their dreams. And many consumers made the bookings using their credit cards and they have yet to settle the repayment.
An unanticipated catastrophe has brought about a lot of misery to consumers and service providers alike. Nevertheless, many consumers have paid booking fees for their travel. Some made the payment to travel agencies and some to ticketing departments of airlines. Usually, transactions are made via credit cards which show that consumers who bought the tickets are in debt.
Travel agencies and airlines have collected the cash – but have not provided the services. It is only right that the agencies and airlines refund the total amount as they have not rendered their services. As one of the pillars of consumers' rights, customers have the right of redress if a service or event is cancelled by the provider. It is unfair to take someone else's hard earned money and not render the services they are supposed to.
The relevant authorities have to play their roles to return the money paid to the respective service providers to all consumers affected. The Tourism, Culture and Arts Ministry, the Domestic Trade and Consumer Affairs Ministry and the Malaysian Aviation Commission (MAVCOM) should be responsible to safeguard consumers' rights.
They should be brought to task to protect consumers' rights and to initiate total refunds to consumers.
Banks have declared moratoriums on bank loans for six months, but not on credit cards. With the MCO being extended and many having lost their jobs, how are they going to pay for the credit cards which they have used to pay for the travel? If the money is refunded, they can easily sort out their debts or at least, can use the money to buy essential goods.
Service providers need to be sincere in providing their services and not to withhold consumers' money for services not rendered. Consumers will support businesses when the situation is back to normal and businesses will eventually flourish, but at this moment, please pay back without setting conditions.
We also would like to advise consumers who are dissatisfied with their purchases that they have an avenue through which to file a complaint with the Tribunal for Consumer Complaints. The tribunal is an independent body created by a statute (the Consumer Protection Act 1999), which came into force on Nov 15, 2009.
For further information, visit: https://ttpm.kpdnhep.gov.my/portal/home.
Alternatively, consumers may lodge complaints with the National Consumer Complaints Centre (NCCC). Their website is: https://www.nccc.org.my
SARAVANAN THAMBIRAJAH
CHIEF OPERATING OFFICER
FOMCA/NATIONAL CONSUMER COMPLAINTS CENTRE (NCCC)
*The views expressed in this article are the author's own and do not necessarily reflect those of the New Straits Times