Start with a written complaint to the agent, then move up one rung at a time: the licensing authority, a consumer claim, and your card issuer if you paid by card. Prepare your evidence first, and check each body’s official site for current steps and time limits.
This guide sits in our trust and enquiries topic. It gives a route, not legal advice.
What is the escalation ladder?
Move up only when the rung below has failed.
| Rung | Who | What you do |
|---|---|---|
| 1 | The agent | Send a written complaint with a clear request and a deadline |
| 2 | Agent’s senior contact | Ask for a named manager and repeat the request |
| 3 | Licensing authority | Make a complaint to MOTAC through its official channel |
| 4 | Consumer claim | Check whether the Tribunal for Consumer Claims Malaysia can hear your case |
| 5 | Card issuer | Ask about a dispute if you paid by card |
Rungs four and five can run alongside the others. Act early if a deadline is near.
What should the first complaint say?
Keep it short, polite and specific:
- What you booked, and when.
- What went wrong, with dates.
- What you want, such as a refund of a stated sum or a corrected booking.
- A fair deadline for a written reply.
Send it in a message you can keep. Our guide on who is responsible when a booking goes wrong helps you address the right party.
What evidence should we prepare?
Gather it before you escalate:
- The quote, booking terms and any cancellation policy.
- Receipts, with the company name.
- The hotel’s or airline’s own confirmation.
- Chat screenshots with dates.
- A log of every call or message, and who replied.
A dated timeline on one page is easier for any official body to read.
Which official routes exist?
Check each on its official site, because steps and limits can change:
- MOTAC, which licenses tourism businesses. Our guide on checking a MOTAC licence explains what to look for.
- The Tribunal for Consumer Claims Malaysia, for eligible consumer claims. It has limits on amount, scope and time.
- Your card issuer, for card payments.
- The police, if you believe you were deceived.
Not every dispute fits every route. The tribunal’s site explains which claims it can hear.
What about time limits?
Time limits can apply to the tribunal, to card disputes and to the agent’s own terms. Do not wait.
Write down the date of each event now. If you are unsure, ask the body concerned what deadline applies to your case.
How do we avoid reaching this stage next time?
Pay a company account and keep receipts, as in safe ways to pay a travel agent. Check the warning signs before paying a deposit.
What should we do next?
- Write your one-page timeline.
- Send the first written complaint with a deadline.
- Read the official sites of MOTAC and the tribunal for current steps.
- Keep every reply in one folder.