KUALA LUMPUR: The Tourism, Arts and Culture Ministry (Motac) will suspend or revoke the licence of the travel agency implicated in the case of stranded haj pilgrims if it was found guilty of scamming the victims.
The ministry, when commenting on the case, said the travel agency implicated was licenced and registered with the ministry.
It said it had spoken to representatives of the agency and was investigating the case, which led to 380 prospective haj pilgrims to be stranded at Kuala Lumpur International Airport (KLIA) yesterday.
"The Motac enforcement team also monitored and interviewed the company's representatives at KLIA yesterday and was assured that if the prospective pilgrims did not get a flight as planned, their money would be refunded in stages and their passports would be returned.
"Malaysians who became victims in the case and did not get back their money back as promised should lodge a report at the KLIA Main Terminal Building police station or any nearby police station," said the ministry today.
The affected haj pilgrims are also urged to make a formal complaint to Motac through the Public Complaints Management System (SISPAA), at https://motac.spab.gov.my and the Tribunal for Consumer Claims Malaysia at https://ttpm.kpdnhep.gov.my/portal/home for a refund.
Documents that need to be included in the SISPAA report are proof of package booking, deposit payment, full payment, company's terms and conditions for travelling abroad, a copy of passport or visa, a copy of flight ticket (if any), police report and any other relevant documents.
"Motac will investigate and take action against the travel agency under Section 8(1)(d) of the Tourism Industry Act 1992 for conducting business in a way prejudicial to the public's interest, the tourism industry or the national economy."
The ministry also advised the public to get confirmation on the validity of any packages offered by travel agencies to ensure their rights are protected and to prevent any cases of fraud.
The 380 prospective haj pilgrims were stranded, believed to have been cheated by a travel agency.
The group, which gathered at the KLIA Departure Hall, was said to have been issued the furada or private haj visa to perform their pilgrimage.
