Overbooking and Consumer Rights

12 Apr, 2017

The Malaysian Aviation Commission (MAVCOM) would like to clarify that the booking of flights is a commercial decision guided by each airline’s respective procedures and guidelines.

According to the Malaysian Aviation Consumer Protection Code 2016, consumers who have been denied boarding due to overbooking by an airline, should receive compensation or care, which include meals, phone calls and internet access; accommodation and transport (where reasonable); and the choice between a full refund or a replacement flight. The airlines must first contact passengers to surrender their seats in exchange for compensation or care.

Should a consumer not receive fair compensation or has a valid complaint against an airline regarding denied boarding, they may lodge a report with MAVCOM to investigate the matter.