Traveler guides / Booking safely
How to check a booking site or travel agency before you pay
A few minutes of checking can save you from a booking that never existed. Consumer trust in online travel agencies is the subject of my PhD research, and these are the checks I would run myself.
1. Check the licence (Malaysia)
Travel agencies operating in Malaysia must be licensed by the Ministry of Tourism, Arts and Culture (MOTAC). You can search licensed agencies free on the MOTAC site or through the MyGovernment portal. For umrah packages, check the separate list of licensed umrah agencies.
2. Check who you’re dealing with
- A registered company name, a physical address and working phone and email contacts.
- Clear terms for cancellations, changes and refunds, published before you pay.
- Prices shown in full, with fees, before the final payment step.
3. Pay safely
Use a card or a recognised payment gateway on a secure page. Be cautious when asked to transfer money to a personal bank account, or when an unusually low price comes with pressure to pay now.
4. Confirm the ticket with the airline
After booking a full-service airline, you should receive an e-ticket with a 13-digit ticket number and the airline’s booking reference. Low-cost airlines often give only a booking reference. Either way, use “Manage booking” on the airline’s website to check that your booking exists. If it does not appear, contact the seller straight away.
If something goes wrong
Contact the seller first and keep everything in writing. For complaints about airlines or airports, you can escalate to CAAM through FlySmart. For problems with a travel agency, you can report it to MOTAC.