In a move to strengthen consumer protection and enhance the overall travel experience, the Competition and Consumer Affairs Authority (CCAA) has rolled out a unified set of Terms and Conditions governing the sale of airline tickets and related services across Bhutan.
The new guidelines, mandatory for all licensed ticketing agents, are designed to bring greater transparency, accountability, and service consistency to the country’s growing travel sector. Under this standardized framework, agents must provide clear and accurate information on fares, booking procedures, required travel documents, and relevant airline policies at the time of purchase.
A key provision of the policy emphasizes that all bookings remain subject to seat availability and applicable airline fare rules. While travelers may make initial bookings without immediate payment, fares are subject to change until written confirmation is issued. Customers are therefore encouraged to verify all personal and travel details before making a payment to avoid potential disruptions or penalties.
The guidelines also clearly delineate the responsibilities of both travelers and agents. Travelers must ensure they hold valid passports, visas, and health certificates, and that they arrive on time for check-in. Agents, on the other hand, are required to issue tickets exclusively through authorized airline systems and maintain strict confidentiality of customer information.
Refunds, cancellations, and ticket changes will adhere strictly to individual airline policies, with refund processing timelines ranging from 15 to 90 working days depending on the airline and case specifics. Agents must proactively inform customers about non-refundable fares, no-show conditions, and any associated charges.
In addition, the policy covers “Meet and Assist” airport services, including check-in support, immigration facilitation, baggage handling, and gate transfers. Service fees will be refunded if the promised assistance is not delivered.
The framework also outlines legal and operational accountability. While ticketing agents serve as intermediaries and are not liable for flight delays, cancellations, or baggage issues, they may face corrective actions if found negligent or if they provide misleading information. Disputes are expected to be resolved amicably between the traveler and the agent, with escalation to relevant authorities only when necessary.
Officials note that these enhanced standards are expected to safeguard consumer interests, elevate service quality across the industry, and support the increasing volume of domestic and international air travel in Bhutan.
Although no precise public data exists on the total number of ticketing agents in the country, the market remains relatively small. Bhutan’s two primary airlines—Drukair and Bhutan Airlines—manage a significant share of ticket sales directly through their offices and online platforms. Additionally, numerous tour operators, travel agencies, and private businesses act as authorized agents, selling tickets to both domestic and international travelers. Some private service providers, such as helicopter operators, also coordinate flight bookings through recognized agents.
Tashi Namgyal
From Thimphu
