MUSCAT – The case concluded with an amicable settlement resulting in a total refund of RO 4,720, following the office’s failure to fulfil contracted services.

According to a statement from the CPA, two customers had entered into separate agreements with the travel company. In the first case, a consumer booked a comprehensive travel package, including flight tickets and a tourist programme, at a total value of RO 2,240, with RO 1,500 paid in advance. In the second case, the consumer purchased an all-inclusive tourist programme for RO 3,220, which was paid in full.

However, the company failed to deliver the agreed-upon services in both instances. The first consumer discovered that their trip had been cancelled, and despite contacting the office, no refund was issued. The second consumer, meanwhile, received none of the services outlined in their package.

Both consumers submitted formal complaints to the Consumer Protection Authority, requesting the return of their payments. In response, the Authority initiated necessary legal procedures and engaged directly with the parties involved. The resulting settlement provided for a refund of the RO 1,500 advance payment to the first consumer and the full amount of RO 3,220 to the second.

The Authority emphasised the importance of businesses adhering to the terms of contracts concluded with consumers and responding promptly to any complaints or observations. It also reaffirmed its commitment to following up on such cases to ensure the protection of consumer rights and to enhance trust in the market.