Proceedings of the 5th International Conference on Indonesian Legal Studies, ICILS 2022, 27-28 July 2022, Semarang, Central Java, Indonesia

Research Article

Protection of Consumer Rights for Refunds on Online Travel Agent During Travel Bans in the Pandemic (Study Case of PT Rosalia Indah Transport)

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  • @INPROCEEDINGS{10.4108/eai.27-7-2022.2342443,
        author={Nafisa  Ardiyanti and Duhita Driyah Suprapti},
        title={Protection of Consumer Rights for Refunds on Online Travel Agent During Travel Bans in the Pandemic (Study Case of PT Rosalia Indah Transport)},
        proceedings={Proceedings of the 5th International Conference on Indonesian Legal Studies, ICILS 2022, 27-28 July 2022, Semarang, Central Java, Indonesia},
        publisher={EAI},
        proceedings_a={ICILS},
        year={2023},
        month={12},
        keywords={consumer protection responsibility dispute resolution},
        doi={10.4108/eai.27-7-2022.2342443}
    }
    
  • Nafisa Ardiyanti
    Duhita Driyah Suprapti
    Year: 2023
    Protection of Consumer Rights for Refunds on Online Travel Agent During Travel Bans in the Pandemic (Study Case of PT Rosalia Indah Transport)
    ICILS
    EAI
    DOI: 10.4108/eai.27-7-2022.2342443
Nafisa Ardiyanti1,*, Duhita Driyah Suprapti1
  • 1: Faculty of Law, Universitas Negeri Semarang
*Contact email: nafisaardiyanti@students.mail.unnes.ac.id

Abstract

This article employs a qualitative sociological juridical approach to examine the obligations of online travel agent companies towards consumers seeking refunds for travel ticket purchases during a pandemic, as well as the mechanisms employed for resolving refund-related disputes. The study draws on primary data collected through interviews, observations, and document reviews, supplemented by secondary data from literature studies and relevant legislation. The research reveals two key findings: Firstly, PT. Rosalia Indah Transport demonstrates adherence to government policy regulations, specifically Article 3 paragraph (1) and 4 of the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 25 of 2020, by fully refunding 100% of consumer ticket purchases. Secondly, disputes arising from refund claims are effectively resolved through amicable negotiations or non-litigation processes, emphasizing mutually beneficial solutions. The study concludes that adhering to government regulations by offering full refunds (as stipulated in Article 3, paragraphs 1 and 4 of PM 25 of 2020) is essential, and disputes between consumers and PT. Rosalia Indah Transport is efficiently settled through non-litigious negotiations and kinship-based approaches.