BookKaru Faces Multiple Fraud Allegations as Customers Report Delayed Refunds and Unresponsive Support
ISLAMABAD: Pakistan’s online ticket-booking platform BookKaru has come under scrutiny following multiple allegations of delayed refunds, poor customer service and a lack of transparency, raising concerns over consumer protection and accountability in the country’s growing digital services sector.
Senior journalist Muhammad Umair highlighted the issue in a post on social media platform X, accusing BookKaru of failing to refund a customer despite repeated requests over a period of more than two months.
According to Umair, a customer purchased two tickets through the BookKaru application on August 12 for travel from Lahore to Peshawar, paying a total of Rs8,585. However, following the government’s decision to close motorways to commercial traffic on August 13 and 14, the passenger was unable to proceed with the planned journey.
The customer subsequently contacted BookKaru to request a refund. According to the complaint, the company informed the passenger that the amount had been transferred to their digital wallet and could be withdrawn to a bank account within 15 days.
However, Umair alleged that more than two months had passed without the customer receiving the refund.
Despite making dozens of telephone calls and sending multiple emails, the complainant reportedly received no satisfactory response from the company’s management.
Four More Customers Report Similar Experiences
The allegations gained further attention after at least four additional individuals reportedly responded to Umair’s post, claiming to have experienced similar problems with the BookKaru platform.
According to the journalist, these complainants described an allegedly recurring pattern in which customers were promised refunds through the application’s digital wallet but subsequently faced difficulties recovering their money.
The additional complaints have raised questions about the company’s refund procedures, customer support mechanisms and handling of disputed transactions.
Several social media users have called for the relevant authorities to investigate the allegations and ensure that affected consumers receive refunds where due.
BookKaru Helpline Declines to Comment on Allegations
In an effort to obtain the company’s official position, this news outlet contacted the customer support helpline listed on the BookKaru application.
However, the representative who answered the call stated that the helpline was exclusively intended for ticket bookings and that they were not authorized to comment on complaints or allegations concerning the company’s refund practices.
When asked to provide contact details for BookKaru’s management or an authorized spokesperson, the representative declined to share any such information.
Consequently, the company’s official response to the allegations could not be obtained.
Calls for Investigation and Consumer Protection
The emerging complaints have highlighted broader concerns regarding refund policies, financial transparency and consumer rights on Pakistan’s digital ticket-booking platforms.
Customers increasingly rely on online applications for transportation bookings and other services, making timely refunds, transparent payment procedures and accessible complaint-resolution channels essential to maintaining public confidence.
Complainants have urged the relevant consumer protection and regulatory authorities to examine the allegations against BookKaru, review its refund procedures and take appropriate action if any violations are established.
While affected customers have characterized their experiences as fraudulent, the allegations have not been independently established, and no formal regulatory finding against the company has been cited in connection with these complaints.
Right of Reply
This publication remains committed to responsible journalism and the principle of providing all concerned parties with an opportunity to present their position.
BookKaru’s management is invited to respond to the allegations, clarify its refund policies and address the complaints raised by customers.
An authorized company representative may contact this publication through the telephone number or email address listed on its official website. Any response received will be incorporated into the report to ensure fair and balanced coverage.
