Juridical Review Implementation of the Umrah Travel Bureau Services Agreement and its Relationship with the Responsibility of Business Actors according to the Consumer Protection Act (Study of PT. Al-Falah Tours & Travel Medan)
Introduction
Umrah worship is one of the most popular choices for Indonesian people who want to worship before the time of departure of the pilgrimage. In the midst of the high interest of the community to carry out Umrah, the Umrah travel agency as a business actor has a great responsibility based on the agreement agreed with the consumer. However, it is not uncommon for the agreement to not go as expected, especially when consumers feel they do not get services in accordance with the agreement.
This article will discuss some of the problems encountered in the implementation of the Umrah travel bureau service agreement, especially at PT. Al-Falah Tours & Travel Medan. Some important issues that will be examined are the obstacles faced in the implementation of the agreement, the responsibility of PT. Al-Falah Tours & Travel to its consumers, as well as efforts to solve problems carried out in the relationship between the travel agency and its consumers.
Constraints in the Implementation of the Agreement
Based on research, the constraints faced in the implementation of service use agreements at PT. Al-Falah Tours & Travel is divided into two categories, namely internal and external factors. Internal factors include problems that arise from the travel agency itself or from consumers, while external factors include challenges originating from the outside environment that can affect the course of the agreement.
Internal factors can be in the form of lack of communication between the travel agency and consumers, errors in the delivery of information, or even the lack of experience possessed by employees of the travel agency. On the other hand, external factors can be in the form of changes in government policies related to Umrah travel, weather problems, or other unexpected emergency situations.
For instance, the travel agency may face difficulties in communicating with consumers due to language barriers or cultural differences. This can lead to misunderstandings and misinterpretations of the agreement, resulting in disputes and conflicts. Additionally, the travel agency may also face challenges in delivering accurate and reliable information to consumers, which can lead to errors and omissions in the agreement.
Business Actors' Responsibility
According to the Consumer Protection Act, business actors such as PT. Al-Falah Tours & Travel has the responsibilities regulated in the agreement made with its consumers. This responsibility includes the principle of professional responsibility and absolute responsibility . If consumers suffer losses, PT. Al-Falah Tours & Travel must provide compensation, both in the form of refund and equal service replacement.
This is important to maintain consumer confidence in travel agencies. With a clear mechanism of responsibility, it is expected that consumers can feel protected and get services that are in accordance with their expectations. The travel agency must also ensure that its employees are trained and equipped to handle consumer complaints and disputes in a fair and transparent manner.
Problem Solving Efforts
In solving problems that arise between PT. Al-Falah Tours & Travel and its consumers, this travel agency tends to avoid the litigation process or involve the Consumer Dispute Settlement Agency (BPSK). Instead, they prefer to solve problems peacefully through deliberations. This approach aims to reach consensus and avoid prolonged conflicts.
This peaceful settlement provides benefits for both parties, where consumers can obtain the desired solution without having to go through a complicated and time-consuming legal process. In addition, travel agencies can also maintain good reputation and relations with consumers. By resolving disputes in a peaceful and amicable manner, the travel agency can also avoid the negative impact of litigation on its reputation and business.
Conclusion
Overall, the implementation of the Umrah Travel Bureau Services Agreement at PT. Al-Falah Tours & Travel Medan shows challenges that need to be overcome both from internal and external factors. Clear responsibility of business actors and peaceful problem solving efforts is the key to building good relationships between travel agencies and consumers. By understanding these juridical aspects, it is hoped that the travel agency can improve services and protect consumer rights in every transaction carried out.
Recommendations
Based on the findings of this study, the following recommendations are made:
Travel agencies should ensure that their employees are trained and equipped to handle consumer complaints and disputes in a fair and transparent manner .Travel agencies should establish a clear mechanism of responsibility to ensure that consumers are protected and get services that are in accordance with their expectations .Travel agencies should avoid the litigation process and instead prefer to solve problems peacefully through deliberations .Travel agencies should maintain good reputation and relations with consumers by resolving disputes in a peaceful and amicable manner .
By implementing these recommendations, travel agencies can improve their services and protect consumer rights in every transaction carried out.Frequently Asked Questions (FAQs) about the Implementation of the Umrah Travel Bureau Services Agreement and its Relationship with the Responsibility of Business Actors
Q: What is the Umrah Travel Bureau Services Agreement?
A: The Umrah Travel Bureau Services Agreement is a contract between a travel agency and a consumer that outlines the terms and conditions of the Umrah travel services provided by the agency.
Q: What are the responsibilities of the travel agency under the Consumer Protection Act?
A: Under the Consumer Protection Act, the travel agency has the responsibilities of professional responsibility and absolute responsibility. This means that the agency must provide compensation to consumers if they suffer losses, both in the form of refund and equal service replacement.
Q: What are the internal and external factors that can affect the implementation of the Umrah Travel Bureau Services Agreement?
A: Internal factors include problems that arise from the travel agency itself or from consumers, such as lack of communication, errors in the delivery of information, or lack of experience possessed by employees. External factors include challenges originating from the outside environment, such as changes in government policies, weather problems, or other unexpected emergency situations.
Q: How can travel agencies avoid disputes and conflicts with consumers?
A: Travel agencies can avoid disputes and conflicts with consumers by establishing a clear mechanism of responsibility, ensuring that their employees are trained and equipped to handle consumer complaints and disputes in a fair and transparent manner, and maintaining good reputation and relations with consumers.
Q: What is the importance of peaceful problem solving efforts in the relationship between travel agencies and consumers?
A: Peaceful problem solving efforts are important in the relationship between travel agencies and consumers because they provide benefits for both parties, where consumers can obtain the desired solution without having to go through a complicated and time-consuming legal process, and travel agencies can maintain good reputation and relations with consumers.
Q: How can travel agencies improve their services and protect consumer rights in every transaction carried out?
A: Travel agencies can improve their services and protect consumer rights in every transaction carried out by implementing the recommendations made in this study, such as ensuring that their employees are trained and equipped to handle consumer complaints and disputes in a fair and transparent manner, establishing a clear mechanism of responsibility, and maintaining good reputation and relations with consumers.
Q: What are the benefits of resolving disputes in a peaceful and amicable manner for travel agencies?
A: The benefits of resolving disputes in a peaceful and amicable manner for travel agencies include avoiding the negative impact of litigation on their reputation and business, maintaining good reputation and relations with consumers, and improving their services and protecting consumer rights in every transaction carried out.
Q: How can travel agencies ensure that their employees are trained and equipped to handle consumer complaints and disputes in a fair and transparent manner?
A: Travel agencies can ensure that their employees are trained and equipped to handle consumer complaints and disputes in a fair and transparent manner by providing them with training and development programs, establishing a clear code of conduct, and ensuring that they have the necessary skills and knowledge to handle consumer complaints and disputes.
Q: What is the role of the Consumer Dispute Settlement Agency (BPSK) in resolving disputes between travel agencies and consumers?
A: The Consumer Dispute Settlement Agency (BPSK) plays a role in resolving disputes between travel agencies and consumers by providing a platform for consumers to file complaints and disputes, and by facilitating the resolution of disputes through mediation and arbitration.