𝐃𝐨𝐓 𝐂𝐚𝐧𝐜𝐞𝐥𝐬 𝐋𝐢𝐜𝐞𝐧𝐬𝐞𝐬 𝐨𝐟 𝐓𝐡𝐫𝐞𝐞 𝐓𝐨𝐮𝐫 𝐎𝐩𝐞𝐫𝐚𝐭𝐨𝐫𝐬; 𝐎𝐧𝐞 𝐎𝐰𝐞𝐬 𝐔𝐒𝐃 𝟑𝟐,𝟒𝟓𝟓 𝐢𝐧 𝐔𝐧𝐩𝐚𝐢𝐝 𝐑𝐞𝐟𝐮𝐧𝐝𝐬

… 𝑫𝒐𝑻 𝒆𝒎𝒑𝒉𝒂𝒔𝒊𝒛𝒆𝒔 𝒄𝒐𝒏𝒔𝒖𝒎𝒆𝒓 𝒑𝒓𝒐𝒕𝒆𝒄𝒕𝒊𝒐𝒏 𝒂𝒏𝒅 𝒕𝒓𝒂𝒏𝒔𝒑𝒂𝒓𝒆𝒏𝒄𝒚 𝒇𝒐𝒍𝒍𝒐𝒘𝒊𝒏𝒈 16 𝒇𝒐𝒓𝒎𝒂𝒍 𝒄𝒐𝒎𝒑𝒍𝒂𝒊𝒏𝒕𝒔

By Yeshi Dolma

The Department of Tourism (DoT) has cancelled the licenses of three tour operators following
repeated failures to refund travelers, after 16 formal complaints were recorded over the past year
under the Tourism Rules and Regulations (TRR) 2024. Two of the operators have been identified
as Guru Adventures and 7Days Travel, while the name of the third firm has not yet been
officially confirmed by authorities. The cancellations were enforced in late 2025 after the
companies failed to comply with multiple notices requiring repayment and written commitments
to affected clients, according to DoT officials.

“Suspension and cancellation are imposed only after due process,” a senior DoT official said.
“Operators are given opportunities to explain their actions, to submit undertaking letters, and to
refund travelers by specific deadlines. When those undertakings are repeatedly breached, we
move toward license cancellation and legal remedies.”

DoT data show that the enforcement actions were triggered by 16 formal complaints submitted
by tourists over the past year. The complaints largely involved delayed or unpaid refunds after
trip cancellations, failure to issue e-tickets and e-visas on time, lack of communication once
problems arose, and delays in providing confirmed itineraries.

One agent linked to multiple cases involving 7Days Travel alone owed USD 32,455,
approximately Nu. 2.95 million, at the point when enforcement action was triggered, making it
the largest single outstanding refund figure recorded by the department during this enforcement
cycle. “These were not isolated administrative oversights,” the official said. “They were repeated
failures that continued despite warnings.”

Of the 16 cases, five have since been resolved following the suspensions, while five remain
under active monitoring by the department. The remaining complaints were either withdrawn
after partial settlements or are still undergoing verification procedures. DoT confirmed that no
additional complaints have been lodged beyond the unresolved cases as of January 2026.

This newspaper attempted to contact Guru Adventures and 7Days Travel for comment through
the phone numbers available in licensing records. Both numbers were switched off at the time of
calling. Messages sent through alternative channels also went unanswered by publication time.

DoT officials said they are coordinating directly with affected travelers, as well as industry
associations, to independently verify refund payments before any reinstatement of licenses is
considered. “Verification is critical,” the official said. “We do not rely solely on declarations
from the agent. We speak to the clients, and we check documentation.”

Under the TRR 2024 framework, complaints first trigger written notices requiring tour operators
to submit formal explanations and repayment schedules. These notices are followed by signed
undertaking letters that commit the operator to refund clients within fixed deadlines.

If the agent fails to comply, cases are escalated to the Tourism Disciplinary Committee, an
independent body that reviews evidence and determines appropriate sanctions. These can range
from temporary suspension to permanent license cancellation, blacklisting, and referral for legal
action.

DoT said that the three operators had passed through every stage of this process before their
licenses were revoked. “They were heard,” the official said. “They were warned. They were
given deadlines. They signed undertakings. Those undertakings were not honored.”

In addition to cancellations, the department plans to publish the names of agents found in breach
of the code of conduct in the interest of public transparency. “Travelers need to make informed
choices,” the official said. “Public disclosure is part of accountability.”

While licenses have been cancelled, DoT clarified that operators can apply for reinstatement only
after meeting strict conditions. These include full repayment to all affected tourists, submission
of legally binding undertaking letters, compliance with offense-specific corrective measures, and
documentary proof of transfers or settlements. The department works closely with associations
and directly with clients to confirm that refunds have been completed before any license is
restored.

Since the suspensions were imposed, five refunds have been successfully resolved. Another five
remain pending, with DoT continuing to track repayment schedules and maintain oversight.
“Until every tourist is repaid, those licenses remain inactive,” the official said.

DoT also addressed a recurring dispute raised by agents during investigations: cancellations
triggered by changes in government policies after bookings had been made. “Agents are required
to brief clients on applicable policies at the time of sale,” the official said. “If regulatory changes
later prevent travel, the risk rests with the operator, not the tourist.”

The department said this requirement is intended to ensure transparency at the point of booking
and to discourage speculative sales that fail to adequately inform travelers about regulatory
conditions.

The tourism sector has been rebuilding steadily following disruptions in recent years, and DoT
officials said strong enforcement is essential to maintaining confidence among international
travelers. “Trust is the foundation of the industry,” the official said. “If visitors believe refunds
will not be honored, the damage extends far beyond one company.”

Industry observers note that refund disputes are among the most common triggers for regulatory
intervention globally, particularly in markets where advance payments for visas, accommodation,
and flights are standard practice.

DoT said it has increased monitoring of operators’ compliance with refund timelines and client
communication requirements, and has stepped up audits of booking records and escrow
arrangements where applicable.

DoT has urged travelers experiencing refund delays to contact the department directly rather than
rely solely on tour operators. Complaints can be filed with supporting documentation such as
invoices, cancellation notices, and proof of payment. The department said early reporting allows
regulators to intervene before cases escalate.

Audits remain ongoing for the unresolved complaints, though DoT indicated that no additional
suspensions are anticipated unless new violations surface. “We continue to monitor the pending
cases closely,” the official said. “If new complaints come in, enforcement will follow.”

For tour operators, the message from regulators is unambiguous.

“Refund obligations are not optional,” the official said. “Repeated non-compliance will lead to
removal from the market.”

As the TRR 2024 regime matures, DoT officials say enforcement actions are likely to become
more visible, particularly once public disclosure mechanisms are fully operational.

For travelers still waiting on repayments, the department said oversight will continue until every
verified claim has been settled.

“This is about consumer protection,” the official said. “That is the core purpose of the rules.”