LAHORE – Pakistan’s digital ticketing platform BookKaru has come under criticism after a customer alleged that the company failed to refund his payment for two cancelled travel tickets despite repeated requests over the past two months.
The allegations were shared by a journalist on social media, who said the customer had purchased two tickets for Rs8,585 on August 12 for travelling from Lahore to Peshawar.
However, the government announced the closure of motorways to commercial traffic on August 13 and 14, prompting the customer to contact BookKaru regarding the tickets.
According to the complaint, the company informed the customer that the amount had been transferred to their digital wallet and would be returned to their bank account within 15 days.
The customer claimed that two months had passed without receiving the refund. Despite making dozens of phone calls and sending emails, they had allegedly received no response from the platform’s management.
BookKaru
ایپ کا ڈیجٹیل فراڈ“بک کرو”پاکستان کا مختلف اقسام کی ٹکٹس کی خریداری کا ڈیجٹیل پلیٹ فارم ہے۔ 12 اگست کو شہری لاہور سے پشاور جانے کے لیے دو ٹکٹس خریدیں جن کی قیمت 8585 روپے بنتی تھی۔حکومت کی جانب سے13 اور 14 اگست کو موٹر وے کو کمرشل ٹریفک کے لئے بند کردیا گیا ہے،بک کرو سے رابطہ کیا گیا تو انہوں نے بتایا کہ رقم آپ کے ڈیجٹیل Wallet میں منتقل کر دی گئی ہے جہاں سے 15 دن میں رقم آپ کے اکاونٹ میں منتقل ہوسکے گی اس بات کو 2 ماہ ہوگئے ،صارف درجنوں کالز ،ای میل کرچکا ہے مگر ایپ انتظامیہ کی جانب سے کوئی رسپانس نہیں دیا جارہا۔ فراڈیوں کی طرح مکمل خاموشی اختیار کرلی گئی ہے۔
@Bookkaru_
@NCCIAOFFICIAL— Muhammad Umair (@MohUmair87) October 29, 2026
The social media post also attracted comments from other social media users, several of whom shared their own experiences with the service.
One user alleged that BookKaru had withheld Rs7,500 since 2022-23, describing the experience as a longstanding issue.
However, other users reported different experiences. One said refunds were eventually received, although after considerable delays, while another claimed that their money had been returned in full within 10 days without any deductions.
The contrasting accounts have raised questions among users about the platform’s refund process and customer support services.
The company has yet to respond to the allegations.
