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VOL. 11, ISSUE 7 (2025)
PT Agoda's legal responsibility for the Non-Compliance of Lion Air flight ticket refunds
Authors
Edi Wahjuni, Rhama Wisnu Wardhana, Nesya Wahyuning
Abstract
Agoda, as an Online Travel Agent (OTA), plays a significant role in
facilitating flight ticket reservations. However, in practice, consumers may
cancel their flight bookings due to unforeseen or urgent circumstances,
triggering a refund process. Problems arise when the refund provided does not
match the consumer’s expectations or the agreed terms. A recent case involving
the refund of a Lion Air flight ticket through Agoda, where the customer
received only IDR 43,143 out of a total of IDR 1,248,430 despite canceling five
days prior to departure, illustrates a potential violation of consumer rights.
This thesis aims to examine the legal responsibility of PT Agoda in such
discrepancies and analyze the dispute resolution mechanisms available to
aggrieved passengers. Using a normative juridical method, supported by statutory
and conceptual approaches, this study explores Agoda’s obligations under
Indonesian Consumer Protection Law (Law No. 8 of 1999) and the Civil Code,
particularly concerning the principle of strict liability and default.
The findings reveal that Agoda is legally responsible for compensating the
consumer, and passengers may pursue dispute settlement through both
non-litigation and litigation channels. Strengthening e-transaction regulations
and ensuring fair treatment for consumers is crucial for upholding justice in
digital commerce.
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Pages:83-89
How to cite this article:
Edi Wahjuni, Rhama Wisnu Wardhana, Nesya Wahyuning "PT Agoda's legal responsibility for the Non-Compliance of Lion Air flight ticket refunds". International Journal of Law, Vol 11, Issue 7, 2025, Pages 83-89
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