KARACHI – Ticket-booking platform Bookkaru is facing complaints over delayed refunds, with customers alleging that their dues remained stuck for months despite assurances that the money would be transferred within 2 weeks.
A user shared complaint on social media, saying he purchased two tickets for travel from Lahore to Peshawar on August 12. According to his account, the journey was cancelled because of a motorway closure, after which the amount was credited to his Bookkaru wallet. The dispute centres on what allegedly happened next: a request to move the money from the platform’s wallet to a bank account remained unresolved long after the promised processing period.
He alleged that repeated attempts to secure the refund drew no meaningful response. He tagged Bookkaru and the National Cyber Crime Investigation Agency in his post, drawing attention to the outstanding payment.
Bookkaru has yet to publicly respond to the accusations outlined in the complaint.
The allegation echoes complaints posted by other users on review platforms and social media, where customers described prolonged waits for wallet-to-bank transfers, unanswered emails and calls, and refund requests remaining marked as “processing”. Some reviewers allege that their money remained inaccessible for months, while others describe receiving repeated assurances without a completed transfer. These accounts are customer allegations and do not, by themselves, establish fraud or wrongdoing.
Bookkaru’s stated refund terms allow up to 15 working days for processing wallet-to-bank transfers. Refunds following ticket cancellations generally enter the platform’s wallet first, with customers then requesting withdrawal to their bank accounts.
For passengers seeking their money back after a cancelled journey, that additional step has become the focus of frustration: a wallet credit does not restore funds to a customer’s bank account.
Bookkaru remains an active ticket-booking service offering transport and other reservations in Pakistan. The complaints, however, raise questions about whether its refund handling and customer support are meeting the timelines communicated to users.
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