Foreign Tourists Report Travel Agent to Police After Being Abandoned in Labuan Bajo
Four foreign tourists had an unpleasant experience while holidaying in Labuan Bajo, West Manggarai Regency, East Nusa Tenggara (NTT). Feeling they had received no certainty about their boat departure and struggling to contact the travel agent handling the Labuan Bajo–Lombok (NTB) route, they ultimately decided to lodge a complaint with the West Manggarai Police.
The four tourists comprised three Spanish nationals, including Luna Arroyo Juan Maria, and one Colombian national. They said they had paid for a travel package, but as the scheduled departure approached they received no clear information about the fate of their journey. Attempts to contact the travel agent were also said to have been fruitless.
The situation left the tourists worried and feeling abandoned without any certainty. They then went to the West Manggarai Police to seek help resolving the matter.
Following up on the report, personnel from the Tourism Unit of the Vital Object Security Unit (Sat Pamobvit) of the West Manggarai Police immediately contacted the travel agent and facilitated mediation between the two parties.
During the clarification process, the travel agent explained that the vessel scheduled to operate the voyage had suffered engine failure in the waters off Wera, Bima Regency, West Nusa Tenggara. As a result of the breakdown, the vessel was unable to arrive in Labuan Bajo on schedule. Police also noted that the lack of communication with the tourists was the main reason the problem escalated.
After mediation that lasted from Tuesday (4/8) until the early hours of Wednesday (5/8), the travel agent finally accepted responsibility by refunding the tourists’ entire payment of Rp14 million.
The Head of Pamobvit at West Manggarai Police, First Inspector I Komang Agus Budiawan, representing Police Chief Adjunct Senior Commissioner Christian Kadang, said every tourism business operator must prioritise good service and communication with tourists.
“Operational problems can occur, but tourists must receive clear information. They should never be made to feel abandoned because they received no certainty from the service provider,” he said on Thursday evening (6/8).
He stressed that the police presence in the case was aimed at protecting tourists while ensuring a fair resolution for both parties.
Meanwhile, Luna Arroyo and Juan Maria said they were relieved after the matter was resolved. They expressed appreciation to the West Manggarai Police for helping bring them together with the travel agent until the funds they had paid were returned in full.
This case serves as a reminder to tourism industry players in Labuan Bajo that service quality is measured not only by the departure of tours, but also by the ability to provide fast, honest and responsible information when operational obstacles arise. In a world-class tourist destination, poor communication can damage tourist trust just as much as a failure to deliver services.