Pilih satu Halaman
Pengguna / Soalan Lazim (FAQs)

Soalan Lazim (FAQs)

Aduan Pengguna

1. Apakah jenis aduan pengguna yang boleh dikemukakan kepada MAVCOM?

MAVCOM sedia menerima aduan berkaitan dengan sebarang perkhidmatan penerbangan di Malaysia kecuali bagi perkara yang berkaitan dengan aspek keselamatan dan sekuriti. Sila hubungi kami jika anda mempunyai apa-apa aduan berkaitan dengan perkhidmatan mana-mana syarikat penerbangan atau lapangan terbang yang berlaku di Malaysia.

2. Bagaimanakah cara untuk membuat aduan kepada MAVCOM?

Anda dicadangkan untuk menghubungi syarikat penerbangan atau lapangan terbang yang berkenaan terlebih dahulu bagi memberikan mereka peluang untuk menyelesaikan isu anda secara langsung. Walau bagaimanapun, jika anda tidak berpuas hati dengan maklum balas syarikat penerbangan atau lapangan terbang terbabit, sila kemukakan aduan anda kepada kami menerusi borang atas talian kami.

3. Setelah aduan dikemukakan, bagaimanakah cara untuk saya menyemak status aduan saya?

Anda akan menerima e-mel pengesahan beserta nombor rujukan kes selepas anda mengemukakan aduan kepada MAVCOM. Sila simpan nombor rujukan ini untuk menyemak status aduan anda menerusi Halaman Semak Status kami. Syarikat penerbangan dan lapangan terbang terbabit diberi tempoh selama 30 hari untuk menyelesaikan aduan pengguna tersebut.

4. Saya terlupa nombor rujukan kes. Bagaimana untuk saya perolehinya semula?

Anda boleh menghubungi kami melalui e-mel di consumer@mavcom.my dan kami akan membantu anda mendapatkannya semula.

5. Saya sudah mengemukakan aduan kepada syarikat penerbangan/lapangan terbang. Bolehkah saya menghubungi MAVCOM jika saya tidak berpuas hati dengan penyelesaian yang diberi?

Ya. MAVCOM akan menilai semula perkara tersebut dengan lebih lanjut. Kemukakan aduan anda bersama maklum balas syarikat penerbangan atau lapangan terbang tersebut kepada kami menerusi borang atas talian kami.

6. Bolehkah saya membuat aduan mengenai syarikat penerbangan asing?

Ya, aduan yang berkaitan dengan operasi syarikat penerbangan asing di Malaysia boleh dibuat kepada MAVCOM.

7. Apakah had masa untuk saya mengemukakan aduan?

Anda perlu mengemukakan aduan kepada kami dalam tempoh satu tahun dari tarikh kejadian.

Tambang Penerbangan

1. Adakah syarikat penerbangan diwajibkan mempamerkan harga muktamad tambang udara yang akan dibayar sebelum pembelian tiket oleh pengguna?

Ya, syarikat penerbangan diwajibkan untuk mempamerkan harga akhir tambang udara yang akan dibayar sebelum pembelian tiket oleh pengguna. Untuk tujuan ketelusan, syarikat penerbangan itu mesti menyenaraikan dan memberikan butiran harga akhir tersebut dalam lima (5) kategori berikut sebelum pengguna meneruskan pembayaran:

 

  1. tambang asas, termasuk semua caj yang kena dibayar kepada syarikat penerbangan
    • Syarikat penerbangan mesti mempamerkan tambang asas, yang merupakan kesemua caj yang dibiayai ke syarikat penerbangan tersebut. Caj tersebut termasuk sebarang caj kewangan seperti yuran kad kredit, yuran kad debit, yuran transaksi pembayaran dalam talian, yuran pemprosesan, yuran pentadbiran, yuran yang dikenakan biaya dan apa-apa yuran dan caj lain yang perlu dibayar kepada syarikat penerbangan itu.
  1. apa-apa cukai dan yuran yang dikenakan kerajaan
    • Kesemua cukai dan yuran yang dikenakan oleh mana-mana kerajaan jatuh di bawah kategori ini. Sebagai contoh, di Malaysia pengguna akan diminta untuk membayar cukai perkhidmatan untuk membeli tiket penerbangan.
  1. apa-apa fi dan caj yang ditetapkan di bawah mana-mana undang-undang bertulis
    • Berbeza dengan cukai dan yuran yang dikenakan kerajaan yang jatuh disebabkan oleh Kerajaan, undang-undang bertulis boleh memaksa pengumpulan fi atau caj oleh pihak tertentu untuk tujuan sebagaimana dinyatakan dalam undang-undang tersebut.
    • Caj Perkhidmatan Penumpang (PSC) yang digubal di bawah Peraturan Suruhanjaya Penerbangan Malaysia (Penerbangan Perkhidmatan Penerbangan) 2016 dan levi berlepas yang mulai berkuat kuasa mulai 1 September 2019 adalah contoh yuran dan caj yang ditetapkan oleh undang-undang bertulis di Malaysia.
    • Di India, Fi Perkhidmatan Penumpang dikutip daripada penumpang yang menaiki pesawat menurut peraturan 88 dari Peraturan Pesawat India 1937. Kerajaan New Zealand sebaliknya, mengenakan “Boarder Clearance Levy” atas penumpang untuk memulihkan kos yang ditanggung oleh Kastam semas ketibaan dan perlepasan dari New Zealand seperti yang ditetapkan oleh pindaan kepada Akta Kastam dan Eksaun 1996 dan Akta Biosekuriti 1993.
  1. surcaj bahan api (jika ada)
    • Surcaj bahan api adalah bayaran yang dikenakan oleh syarikat penerbangan untuk menampung kos bahan api yang berubah-ubah; dan
  1. caj untuk perkhidmatan pilihan / opsyenal yang dibeli oleh pengguna secara “opt-in” (jika ada).
    • Caj tersebut adalah untuk perkhidmatan pilihan / opsyenal seperti yang ditawarkan oleh syarikat penerbangan yang penumpang memilih untuk membeli pada masa proses tempahan tiket berdasarkan opt-in. Contoh perkhidmatan pilihan tersebut adalah insurans, makanan / makanan ringan / minuman, caj bagasi daftar masuk, caj peralatan sukan dan tempat duduk istimewa.
    • Caj ini adalah untuk perkhidmatan pilihan dan walaupun pengguna tidak memilih untuk membeli mana-mana perkhidmatan yang ditawarkan, pengguna masih boleh meneruskan pembayaran untuk tiket. Jika pengguna tidak dapat meneruskan pembayaran kecuali bila satu daripada pilihan yang diberikan oleh syarikat penerbangan dipilih, caj tersebut tidak boleh dikategorikan di bawah kategori ini, dan sebaliknya ia harus berada di bawah kategori tambang asas.
2. Apakah terma dan syarat yang patut dimaklumkan kepada saya?

Syarikat penerbangan patut memaklumkan kepada anda semua butiran yang berikut sebelum anda membeli tiket:

  • terma dan syarat yang ditetapkan bagi jenis tambang tersebut;
  • dasar pemulangan dan tempahan semula, jika ada;
  • polisi peruntukan bagasi;
  • cukai dan fi yang dikenakan oleh kerajaan;
  • fi dan caj yang dikenakan oleh Suruhanjaya;
  • apa-apa caj, surcaj dan fi lain;
  • butiran hubungan syarikat penerbangan; dan
  • sebarang maklumat lain yang diperlukan untuk memaklumkan anda mengenai syarat-syarat dan jumlah harga tiket yang dibeli.

Jika satu atau lebih daripada perkara-perkara di atas tidak dimaklumkan kepada anda, sila hubungi syarikat penerbangan anda untuk penjelasan mengenainya.

3. Bolehkan syarikat penerbangan menyertakan insurans perjalanan sebagai pilihan lalai (default selection) apabila menjual tiket?

Tidak. Syarikat penerbangan tidak boleh secara automatik menambah sebarang perkhidmatan tambahan terhadap tambang anda. Anda haruslah sentiasa diberitahu mengenai sebarang perkhidmatan seumpamanya dan diberi peluang untuk ‘membuat penambahan’ hanya jika anda menghendakinya.

Penundaan Penerbangan

1. Apakah hak saya jika penerbangan saya ditunda?

Anda boleh menerima pampasan termasuk makanan dan penginapan bergantung kepada tempoh waktu penundaan. Sila rujuk halaman Penundaan dan Pembatalan Penerbangan untuk butiran lanjut.

2. Bolehkah saya mendapat pemulangan wang jika saya memilih untuk membatalkan perjalanan sekiranya penerbangan saya ditunda?

Pemulangan wang akan bergantung kepada terma dan syarat tiket anda. Sila layari bahagian Penundaan dan Pembatalan Penerbangan untuk butiran lanjut.

3. Penerbangan saya ditunda disebabkan keadaan cuaca yang kurang baik. Adakah saya layak untuk menerima pampasan?

Mana-mana syarikat penerbangan tidak mempunyai obligasi untuk membayar pampasan jika ia boleh membuktikan bahawa penundaan itu disebabkan oleh hal keadaan luar biasa yang tidak dapat dielakkan, walaupun semua langkah yang sewajarnya telah diambil. Hal keadaan luar biasa ini merangkumi hal-hal seperti peperangan, keadaan meteorologi yang tidak bersesuaian dengan operasi penerbangan, risiko keselamatan, kelemahan aspek keselamatan penerbangan yang tak dapat dijangka dan mogok yang menjejaskan operasi syarikat penerbangan tersebut.

Pembatalan Penerbangan

1. Apakah hak saya jika penerbangan saya dibatalkan?

Jika penerbangan anda dibatalkan, anda berhak mendapatkan pemulangan penuh harga tiket atau pilihan penerbangan lain tanpa kos tambahan. Sila rujuk halaman Penundaan dan Pembatalan Penerbangan untuk maklumat lanjut.

2. Penerbangan saya dibatalkan kerana keadaaan cuaca yang kurang baik. Adakah saya layak untuk menerima pampasan?

Mana-mana syarikat penerbangan tidak mempunyai obligasi untuk membayar pampasan jika ia boleh membuktikan bahawa pembatalan itu disebabkan oleh hal keadaan luar biasa yang tidak dapat dielakkan, walaupun semua langkah yang sewajarnya telah diambil. Hal keadaan luar biasa ini merangkumi hal-hal seperti peperangan, keadaan meteorologi yang tidak bersesuaian dengan operasi penerbangan, risiko keselamatan, kelemahan aspek keselamatan penerbangan yang tak dapat dijangka dan mogok yang menjejaskan operasi syarikat penerbangan tersebut.

Halangan Daripada Menaiki Pesawat

1. Apakah hak saya jika saya dihalang daripada menaiki pesawat?

Syarikat penerbangan harus menawarkan anda makanan, tempat penginapan (jika perlu) dan pemulangan penuh harga tiket atau penerbangan gantian. Sila rujuk halaman larangan menaiki pesawat untuk maklumat lanjut sekiranya anda dihalang daripada menaiki pesawat dan ketahui hak anda dalam situasi tersebut.

Orang Kurang Upaya

1. Apakah bantuan yang sepatutnya disediakan oleh syarikat penerbangan atau lapangan terbang untuk orang kurang upaya?

Lapangan terbang dan syarikat penerbangan haruslah memberi bantuan kepada pengguna daripada ketibaan di lapangan terbang sehingga beliau meninggalkan lapangan terbang ke destinasi yang berikutnya. Ini termasuk (tetapi tidak terhad kepada) bantuan untuk pengguna tersebut melalui pemeriksaan masuk bagasi, masuk ke dalam dan keluar daripada pesawat, dan tiba ke penerbangan sambungannya. Kebanyakan lapangan terbang di Malaysia mempunyai laluan, lif dan tandas khas untuk orang kurang upaya.

Untuk maklumat lanjut tentang perjalanan berkaitan dengan ketidakupayaan, sila lawat halaman Orang Kurang Upaya.

2. Saya ialah penumpang yang memerlukan bantuan khas dan kerusi roda. Apakah yang patut saya lakukan sebelum perjalanan tersebut?

Sila hubungi syarikat penerbangan anda sekurang-kurangnya 48 jam sebelum waktu pelepasan untuk memaklumkan keperluan bantuan anda.

3. Adakah saya akan mendapat pembayaran balik bagi kerosakan kepada peralatan kurang upaya saya?

Ya, jika peralatan mobiliti anda rosak atau hilang semasa penerbangan, anda berhak untuk menerima pampasan berdasarkan harga pasaran semasa bagi peralatan tersebut. Sila lawat halaman kerosakan peralatan bergerak untuk maklumat lanjut.

Kehilangan, Kerosakan dan Kelewatan Bagasi

1. Bagasi saya lewat diterima semasa ketibaan. Bolehkah saya menerima pampasan?

Ya. Jika bagasi anda tidak sampai bersama penerbangan yang anda naiki, anda boleh menuntut sehingga Special Drawing Rights 1,131 (kira-kira RM 6,200, bergantung kepada kadar tukaran mata wang semasa) untuk bagasi yang lewat tiba. Rujuk dibawah untuk definisi Special Drawing Rights.

Adalah dinasihatkan supaya anda simpan resit atau bukti nilai barangan untuk pengesahan tuntutan. Tuntutan yang dibuat haruslah bermunasabah selaras dengan tempoh kelewatan penerbangan.

2. Bagasi saya hilang/rosak/lewat. Bolehkah saya menerima pampasan?

Ya, jika syarat tertentu dipenuhi dan tuntutan yang dilakukan disahkan dengan resit atau bukti nilai barangan dalam tempoh waktu yang ditetapkan. Sila lawat halaman kami di bagasi hilang, rosak atau lewat untuk maklumat lanjut.

3. Apakah Special Drawing Rights?

“Special Drawing Rights adalah suatu kaedah kiraan mata wang oleh Dana Kewangan Antarabangsa (International Monetary Fund) yang digunakan bagi pampasan antarabangsa. Untuk maklumat lanjut mengenai Special Drawing Rights, termasuk nilai semasa baginya, sila lawat halaman rasmi International Monetary Fund.

4. Apakah had masa untuk membuat tuntutan berkaitan hal-ehwal bagasi?

Jika bagasi anda hilang, rosak atau lewat tiba, sila kemukakan aduan bertulis kepada syarikat penerbangan anda secepat mungkin. Bagi kes beg rosak, sila kemukakan tuntutan anda dalam tempoh 7 hari selepas penerimaan beg anda. Bagi kes beg lewat tiba pula, sila kemukakan tuntutan anda dalam tempoh 21 hari selepas penerimaan beg anda.

5. Saya telah membuat pembelian insurans dari syarikat insurans luar dan mendapati bahawa bagasi saya telah hilang/rosak/lewat sampai. Bolehkah saya diberikan pampasan daripada kedua-dua syarikat penerbangan dan syarikat insurans tersebut?

Tidak. Anda tidak boleh menerima pampasan daripada kedua-dua syarikat penerbangan dan syarikat insurans tersebut. Dalam kes seperti ini, anda boleh mengemukakan tuntutan kepada syarikat penerbangan dan syarikat insurans anda dan bergantung kepada hasil siasatan dan semakan mereka, anda boleh diberikan pampasan daripada salah satu pihak. Jika pampasan yang diberikan kepada anda oleh salah satu pihak tersebut adalah tidak mencukupi untuk menampung kerugian anda, anda boleh berurusan dengan lagi satu pihak untuk menuntut kerugian tambahan. Ini adalah tertakluk kepada terma dan syarat polisi anda di samping hasil penyiasatan dan semakan yang dilakukan kedua-dua pihak. Dalam apa jua keadaan, syarikat penerbangan dan syarikat insurans mempunyai mekanisme sedia-ada untuk memastikan sama ada anda telah diberikan pampasan oleh mana-mana pihak tersebut.

Walaupun melakukan tuntutan berganda adalah tidak dibenarkan dalam hal kesilapan pengendalian bagasi, pembelian insurans perjalanan adalah digalakkan kerana ia memberikan perlindungan untuk keadaan di luar jangkaan seperti isu perubatan apabila berada di luar negara.

Pampasan

1. Apakah Kod Perlindungan Pengguna terpakai untuk penerbangan domestik dan antarabangsa?

Ya. Kod Perlindungan Pengguna boleh digunapakai di seluruh Malaysia bagi semua penerbangan domestik dan penerbangan antarabangsa yang dikendalikan sama ada oleh syarikat penerbangan tempatan atau antarabangsa.

Identiti Syarikat Penerbangan

1. Apakah syarikat penerbangan dikehendaki mendedahkan identiti syarikat penerbangan yang beroperasi dalam situasi di mana terdapat perkhidmatan perkongsian kod?

Ya. Dalam situasi perkhidmatan perkongsian kod, syarikat penerbangan dikehendaki untuk memaklumkan anda mengenai identiti syarikat penerbangan yang akan mengendalikan penerbangan tersebut, sama ada semasa anda membuat pembelian tiket atau sejurus selepas identiti syarikat penerbangan yang beroperasi tersebut diketahui.

Kemudahan Lapangan Terbang

1. Apakah kemudahan yang disediakan di lapangan terbang di Malaysia?

Lapangan terbang di Malaysia menyediakan pelbagai kemudahan, termasuk kemudahan lengkap untuk orang kurang upaya. Untuk senarai kemudahan lengkap di KLIA, sila lawat laman web KLIA.

2. Apakah kemudahan yang ada untuk orang kurang upaya?

Kebanyakan lapangan terbang di Malaysia menyediakan laluan khas, lif dan tandas untuk kemudahan orang kurang upaya.


Adam Ahmad Abdullah

Economics, Senior Manager




  • Adam possesses 12 years of experience in equity analysis, economics research, financial modelling and forecasting.
  • Having acquired his first class degree from the Imperial College, London, in Applied Business Management, he is a member of a task force that developed master plans for an asset management division of a large mutual trust fund in Malaysia and for the fund as a whole.
  • Adam has also published multiple bi-annual reports on the outlook of the Malaysian civil aviation sector.



Adeline Ong May Lin

Communications, Associate Director




  • Adeline is a communications specialist with over 25 years of experience in media and public relations. She currently heads the Communications team at MAVCOM, where she originates and implements positioning strategies for the Commission and manages the Commission’s media and stakeholder relation initiatives.
  • Prior to her current position at the Commission, she was with Citibank Malaysia, where her last position there was as Vice President for the Corporate Affairs department, where she was responsible for handling Corporate Citizenship and Media Relations.
  • Adeline has experience in setting up the media division in three organisations she previously worked with, where she provided strategic direction and ensured streamlining of messages for communication and investor materials. She also has had regional exposure – both in the private and public sectors.
  • She is also a former writer at the Business Times and The Edge Financial Weekly, while also having international exposure as a freelance writer based in Spain. Adeline has won many awards including the British High Commission’s Chevening Award, Italian Foreign Ministry’s scholarship for the study of the Italian language, and Rotary International’s Group Study Exchange to South Africa.



Aiman Izuan Othaman

Consumer Affairs, Associate




  • Aiman was previously an Assistant Lecturer at Management and Science University (MSU). Prior to becoming a lecturer, he was also a substitute teacher at a school for Orang Asli.
  • Prior to teaching, he was awarded as Best Student for all of the Degree Programmes enlisted under the School of Education and Social Sciences at MSU. Aiman holds a Diploma in Education (TESL) and a Bachelor’s Degree in Education (TESL) with Honours from the same university.
  • A natural leader, he was appointed President of the TESL club from 2016-2017, even chosen as Director of the KL Hop-On Hop-Off project for the club.



Ashvinder Singh

Economics, Associate




  • Ashvinder specialises in Economics at MAVCOM and was a former risk analyst at PETRONAS.
  • He achieved his Undergraduate Degree in Economics and Finance from the University of Nottingham (Malaysia Campus) as well as a Postgraduate Degree in Political Science and Political Economy from the London School of Economics.
  • He was awarded a distinction for his Masters’ dissertation on democracy and trade liberalisation in the world between 1974 and 2014.



Ashween Raj KV Mohan Raja

Finance, Corporate Services, Associate




  • Ashween graduated with a Bachelor’s in Accounting (Hons.) from the University Tenaga Nasional (UNITEN) and is currently undergoing the Association of Chartered Certified Accountants (ACCA) qualifications.
  • Ashween has experience in developing and enhancing end-to-end Standard Operating Procedures, as he successfully implemented the Regulatory Services Charge (RSC) to generate income for MAVCOM and helped set-up the overall Finance functions for the Commission. He is also in charge of the management of monthly financial reporting, accounts receivables, accounts payables and procurement.



Ch’ng Dao Zhen

Aviation Development, Associate




  • Ch’ng possesses regulatory experience in both capital markets and the aviation industry.
  • Having graduated with a major in Economics and succeeded all levels of the Chartered Financial Analyst (CFA) examinations, Ch’ng contributed towards the development of Malaysia’s first regulated airport charges framework. In addition, he successfully lobbied for the inclusion of key venture capital initiatives in the national Budget.



Elena Abdul Rahim

Corporate Services, Executive Secretary




  • Elena acquires 16 years of experience in the corporate secretarial field, mainly serving Senior Management and is able to plan senior management’s schedules meticulously.
  • Elena is highly experienced in handling sensitive and confidential matters and is highly efficient in performing overall office administrative work, adaptable and excelling in performing various job streams from end-to-end.



Fariz Zulfa Mohd Mustafa

Communications, Associate




  • Fariz has five years of experience in the public relations and corporate communications field, with a demonstrated history of working in the information technology and services industry. He was previously a public relations and corporate communications specialist attached to DRB-HICOM, Telekom Malaysia and Perbadanan Usahawan Nasional Berhad (PUNB).
  • Fariz has a strong media and communication professional background and graduated from New York University (NYU) with a Master of Science (M.S.) focused in Public Relations and Corporate Communications and with First Class Honor’s.
  • Fariz has lived abroad for 12 years, studying in various international schools in Paris, Dubai, Tokyo and New York.



Fazlin Hassan Naziri

Economics, Manager




  • Fazlin has 13 years of technical and commercial experience across industries such as utilities, telecommunications, and aviation. She led several projects which provided specialist economic input to the Ministry of Transport Malaysia (MoT) on airfare pricing and connectivity in Malaysia.
  • Fazlin graduated from Imperial College London in Electrical and Electronics Engineering.



Hana S. Harun

East Malaysia Office, Manager




  • Hana has ten years of experience in the tourism industry with the Sabah Tourism Board and four years in Borneo conservation with the World Wide Fund (WWF) Malaysia.
  • She graduated with a MHSc. in Communications (Public Relations) from the International Islamic University Malaysia and possesses a BSc in Communications (Advertising) from the University of New Haven, Connecticut, United States of America.
  • Some of her notable achievements include the Heart of Borneo initiative which was signed by Governments of Brunei, Indonesia and Malaysia. She led the team involved in the digitisation of marketing and communications for Sabah’s tourism industry. Aside from that, Hana conducted advocacy work for the East Malaysian aviation industry where she was involved in regulatory affairs. In MAVCOM, she is also a part of the team which oversees the Airports Quality of Service Framework, as well as the administration of the Rural Air Services for the communities in Sabah and Sarawak.



Nur Hazira Md Alimuddin

Human Capital Management, Corporate Services, Associate




  • Hazira is responsible for administering compensation and benefit plans, payroll and employee records, and to assist in overall administration and operational Human Resources processes within MAVCOM.
  • Hazira holds a Bachelor’s Degree in Business Administration from University of Malaya and was awarded the Best Overall Cadet Officer Award for the University of Malaya’s Reserve Officer Training Unit (ROTU) Navy in 2016.
  • She was also commissioned as Acting Sub-Lieutenant of the Royal Malaysian Naval Volunteer Reserve (RMNVR) by His Royal Highness, the Sultan of Perak, Sultan Nazrin Shah, representing the Yang di-Pertuan Agong at the 35th Royal Commissioning Ceremony of the ROTU Cadet Officers in 2016.



Hazman Hafiz

Economics, Associate




  • Hazman holds five years of working experience in the aviation and financial industry. He first started his career teaching for two years at a rural school in Malaysia.
  • Hazman has a bachelor’s degree in engineering (first-class honours) from the University of Malaya in 2012. He also holds a Post-Graduate Diploma in education from Northern University of Malaysia in 2014 and a Diploma in Civil Aviation management from the International Air Transport Association (IATA) which he received in 2019.
  • In 2013, he became a Teach for Malaysia Fellow in and is a Public Service Department Scholar.



Abdul Kadir Mohamed Abd Salam

Finance, Corporate Services , Senior Manager




  • Kadir was part of the pioneer team involved in the establishment of MAVCOM in 2016, in terms of setting up the operational infrastructure, obtaining launching grant and developing internal policies and procedures.
  • He oversees the overall financial management and financial reporting of MAVCOM, including successful implementation of Regulatory Service Charge (RSC) as main source of income for the Commission. Kadir also prepares and reviews the annual business plan, budget and corporate KPI for MAVCOM.
  • Previously, Kadir handled management reporting and performance analysis at CIMB Group and financial audit and advisory services at PricewaterhouseCoopers (PwC) Malaysia.
  • Kadir is a member of the Institute of Chartered Accountants in England & Wales (ICAEW) and possesses a BA in Accounting and Financial Management from the University of Sheffield, United Kingdom.



Karen Leiking

East Malaysia Office, Senior Manager




  • With 24 years of experience in the airline and tourism industry, Karen was heavily involved in the team managing crises at Malaysia Airlines, where she was responsible for producing the log for the Malaysia Airlines Emergency Operations Centre (EOC) during the unprecedented tragedies of MH370 and MH17. During her time in Malaysia Airlines, she was also appointed as Project Manager for the aircraft Entry into Service (EIS) operational readiness programme.
  • Her extensive experience placed her in a secondment programme as Project Lead in the Restructuring Management Office (RMO) for Malaysia Airlines. She also project managed the implementation of various initiatives supporting the Business Turnaround Plan and Business Transformation Plan during her involvement at the Turnaround Management Office (TMO) for the company.
  • Karen’s professional network extends travel industry stakeholders, as she spearheaded various community related engagements with Community Leaders in Sabah and Sarawak pertaining to the Rural Air Services (RAS) programme. She also successfully coordinated Sabah’s marketing activities and participation at various international travel trade shows and exhibitions – mainly at the two of the world’s largest travel fairs, which are the International Tourismo Borse (ITB) in Berlin and the World Travel Market (WTM) in London, United Kingdom.
  • Karen possesses a Bachelor of Science in Business Administration (BSBA) in the field of Travel Industry Management from the Hawaii Pacific University.



Melati Abdul Hamid

Economics, Senior Manager




  • Prior to joining MAVCOM, Melati had more than eight years of experience in the Attorney General’s Chambers of Malaysia, handling matters relating to public international law, free trade agreements and bilateral investment treaties negotiations, domestic and international dispute settlement, constitutional law, competition law, criminal justice, as well as, legal and policy research.
  • Melati graduated from the International Islamic University Malaysia (IIUM) in Bachelor of Laws with First Class Honours in 2006. She subsequently graduated from Harvard Law School obtaining a Master of Laws in 2007. She later acquired her postgraduate Diploma in Economics for Competition Law in 2019 from King’s College London. Melati is admitted to practice law in the State of New York since 2010.
  • Melati has obtained prestigious awards throughout her career. In 2014, she was presented with a Pingat Perkhidmatan Cemerlang by the Prime Minister’s Department of Malaysia. In 2009, 2010 and 2013, she received the Anugerah Perkhidmatan Cemerlang from the Attorney General’s Chambers of Malaysia.
  • She obtained the Fulbright scholarship from 2006 to 2007 as well as the IIUM Gold Award for Comprehensive Excellence in 2006. Melati was awarded as Best Oralist in the Championship Round of the Philip C. Jessup International Law Moot Court Competition in Washington D.C., United States of America, in 2005.



Intan Nadia Jalil

Economics, Associate Director




  • Nadia spearheaded a two-year project to develop the first Economic Master Plan for the Malaysian Civil Aviation Sector for the Malaysian Ministry of Transport (MoT). The Master Plan provides strategic direction for the regulation and economic development of the Malaysian aviation sector.
  • Nadia participated in international fora such as the membership of the International Civil Aviation Organisation (ICAO) Working Groups, responsible for updating the Organisation’s Air Navigation Services Economics Manual, and the Policies on Charges for Airports and Air Navigation Services. She was also involved in the Zico Advisory inaugural ASEAN 40 Under 40 (2018) – in recognition for “commendable work as a leading young policy economist in Malaysia.”
  • As World Bank Malaysian Economist from 2012 to 2014, Nadia co-authored the Malaysia Economic Monitor, a biannual publication examining recent economic developments and outlook, as well as analysing long-term structural themes. She presented analysis and briefings on the Malaysian economy to World Bank senior management and clients, including the Chief Economist and Managing Director to the World Bank.
  • Nadia holds a Master’s Degree in Regional and Urban Policy Studies from the London School of Economics and Political Science in 2010, a BA in Economics from the University of Cambridge in 2003, and a Diploma in Civil Aviation Management from International Air Transport Association (IATA) in 2018.



Nafisah Abdul Nasir

Aviation Development, Associate




  • Nafisah is skilled in ensuring operational plans are well executed and possesses over 15 years of experience in commercial aviation operations, particularly in areas of schedule and network planning, as well as flight landing permit processes.
  • She has in depth working knowledge of market intelligence and analysis tools such as the PC Airflite system by SABRE (scheduling tools) and AirportIS by the International Air Transport Association (IATA).
  • Nafisah possesses a BBA (Hons.) in Finance from Universiti Teknologi MARA (UiTM) Shah Alam, an Investment Analysis Diploma from UiTM, Johor, and an Aviation Management Diploma from the IATA Training Centre.



Rosida Ismail

Aviation Development, Senior Manager




  • Rosida has over 14 years of extensive experience in expediting a wide spectrum of public affairs strategies, policy formulation as well as governments and functions for stakeholder engagement. She specialises in securing buy-ins from the executive and legislative branch, aviation-related regulators as well as top-level decision makers, coupled with exceptional negotiations skills and project management acumen. Known also for her extensive public speaking experience, Rosida possesses a vast professional network with global diplomatic corps, civil aviation regulators, industry players as well as Ministers and legislative makers.
  • Rosida graduated with a BSc. in Science from the University of Malaya, Kuala Lumpur. She obtained her Post Degree Diploma in Public Management from the National Institute of Public Administration (INTAN), and graduated with a MSc. in Air Transport Management from Cranfield University, London, United Kingdom.
  • Rosida has been awarded the Dean’s List by University Malaya in 2006, the Anugerah Perkhidmatan Cemerlang (Excellence Award) by the Ministry of Transport (MoT) in 2008, and the Hadiah Latihan Persekutuan (Scholarship) by the Malaysian Government in 2011 and 2012.
  • She has published numerous journals which include “The South China Sea: The Struggle for Power – a Book Review – Journal for Diplomacy and Foreign Relations, Kuala Lumpur (2015)”, “ASEAN Open Skies – Aviation Development in 2015: Blue of Cloudy Skies? – Annals of Air and Space Law: Vol XL (2015), McGill University (2016)”, “Collaborating to open the skies with China – challenges and opportunities – European Journal of Comparative Law and Governance (2017)”, and “The skies the limit! Open skies with limitation – European Journal of Comparative Law and Governance, Vol 4, Issue 1 (2017)”.



Saiful Bakhtiar Osman

Information and Communications Technology, Corporate Services, Manager




  • Saiful has more than 19 years of experience in IT Security, data centre management, servers and network, project management, application development, IT standards and best practices.
  • He is a certified Information Security Manager (CISM), Microsoft Certified System Administrator (MCSA), and ITIL Certified Practitioner (v2 and v3). In Project Management, he is a Certified PRINCE2 Project Manager and a Certified SCRUM Master (Agile project management methodology). Saiful is also a Certified ‘Graduate Technologist’ under Malaysia Board of Technologists [Act 768] and a Registered Member of the National ICT Association (PIKOM).
  • Saiful has been involved in various fora including being a panelist for ISACA’s “Cybersecurity, IT Assurance & Governance (CIAG)” forum in 2019. In 2018, he became a panellist at the “CIO Summit Asia-Malaysia 2018” organised by Dot Connector in Shanghai, a speaker at IDC’s “Business Innovation Forum” and at IDC’s “CIO Summit 2018”. In 2017, he was appointed as moderator at IDC’s “CIO Summit 2017” and at CIO Asia’s “CIO Conference 2017”.
  • Saiful holds a Bachelor’s Degree in Information Technology (Hons.) and a Master’s Degree in Business Administration from Universiti Utara Malaysia (UUM). In 2019, he was awarded the prestigious International Data Group’s (IDG) Top 50 CIOs for ASEAN award and the ‘Information Visionary’ Award for the FlySmart Complaints Management System (CMS) at IDC’s Digital Transformation Summit.



Sarah Izzati Seeni Mohamed

Aviation Development, Associate




  • Sarah possesses a Masters in Business Administration (Finance) from Multimedia University and a Bachelor of Commerce (Accounting & Finance) from University of Auckland.
  • She has five years’ experience as an Administrative and Diplomatic Officer in several Ministries including the Public Private Partnership Unit of the Prime Minister’s Office, Ministry of Trade and Industry, and the Ministry of Transport Malaysia.
  • Her core competencies include regulatory and government relations, aero-political, public affairs, policies formulation, contract negotiation and stakeholder management.
  • Sarah helped develop the first electronic landing permit application system for all flights entering Malaysia’s airspace as well as operating to/from all airports in Malaysia to streamline landing permit processes across several relevant industry bodies.



Mohamed Sathik Ali Mohd Meera

Aviation Development, Manager




  • Sathik specialises in aviation and regulatory affairs, having over 19 years of in-depth experience across commercial aviation, airline operations, quality assurance and regulation.
  • He led the development of Malaysia’s first e-licensing and monitoring portal on a salesforce.com platform for the local aviation industry over six months and within budget.
  • Sathik also conducted quality assurance checks on airline operations and processes as well as recommend systemic process improvements.
  • He has experience in performing economic evaluations for the issuance of commercial licences and Air Traffic Rights for aviation service providers in Malaysia and achieved a KPI of less than 90 days processing in 2019.



Leong Chuo Sheng

Aviation Development, Manager




  • A part of the Aviation Development division, Sheng oversaw Air Traffic Rights, Filing of Services, Economic Licencing and Public Service Obligations. He was also attached to the Association of Asia Pacific Airlines (AAPA) and Korean Air as an Industry Affairs specialist and as a Passenger Marketing officer respectively.
  • Sheng has also published a paper entitled, “Attitudes and Behaviours as Explanatory Variables to Airport Leakage” and presented it at the 2nd Annual Education and Research Symposium – Aviation Industry Association of New Zealand, from 28 to 29 July 2010.
  • Sheng is currently undergoing his Master of Sciences (MSc) in Air Transport Management at Cranfield University, United Kingdom. Previously, he graduated from Massey University in Palmerston North, New Zealand, acquiring a Bachelor’s Degree in Aviation Management (Hons.) in Aviation Management with First Class Honours.



Sitti Nadhirah Md Rusli

Economics, Associate




  • Before joining MAVCOM, Nadhirah was a Research Assistant for the Business and Economics Division at the Malaysia Competition Commission, and prior to that, she was an intern at the Khazanah Research Institute. She was also a Shell Malaysia scholar, a scholarship programme which provided a unique entrance into the energy industry and allowed Nadhirah to pursue her educational aspirations.
  • Nadhirah holds a Bachelor’s Degree in Economics (Hons.) from the International Islamic University Malaysia, and possesses a Master’s Degree in Economics with Distinction from the University of Malaya.



Sugumari Pakerysamy

Consumer Affairs, Associate




  • Sugumari possesses a Bachelor of Laws from the University of London.
  • She specialises in areas of complaints management and resolution, quality assurance, as well as root cause analysis.
  • In MAVCOM, she is a part of the consumer affairs team which assists in complaints resolution at an average of 95 per cent closure of cases on a monthly basis.
  • Sugumari has actively participated in all consumer awareness campaigns for MAVCOM’s consumer sub-brand, FlySmart, to raise awareness on air travel rights.



Suhunaraj Shanmugam

Consumer Affairs, Senior Manager




  • Suhu is an experienced legal officer with 15 years of experience in industries ranging from aviation, financial services and the oil and gas industry. He has held major positions of responsibilities such as regional legal counsel for Middle East, Africa, and South East Asia.
  • Suhu specialises in intellectual property law, graduating with a Master’s Degree from the University of Leeds, and has nine years of experience in intellectual property law.
  • He also has international experience in handling legal aviation cases at the European Court of Justice.



Thomson Emmanuel Wong Whye Soon

Consumer Affairs, Associate




  • Thomson specialises in digital media planning, business strategy, paid media strategy and planning. He is the caretaker of MAVCOM’s consumer sub-brand – FlySmart, to champion air passengers’ rights in the aviation industry, where in 2019, 60 per cent of travellers in Malaysia became aware of their air travel rights.
  • Thomson holds a Bachelor of Economics (Hons.) in Global Economics.



Wan Yusniza Wan Yahya

Aviation Development, Associate Director




  • Yusniza led various strategic initiatives such as the development of Malaysia’s first aeronautical charges framework as a funding model for the airports industry. She also led the consultation and engagement of over 80 stakeholders since the initial development of the framework in 2017 through the publishing of four consultation papers and regular consultations.
  • Yusniza successfully created an evaluation process and supervised a team of ten in the evaluation and commercial licensing of over 70 companies. In addition, she provided specialist input to the Government of Malaysia over economic and commercial matters regarding the aviation industry.
  • A Chartered Financial Analyst (CFA) Charterholder since 2009, Yusniza also possesses a BEng (Hons.) specialising in Materials with Management from Imperial College, London.



Norzahin Mazlee

Communications, Manager




  • Zahin has over six years of experience working and leading various initiatives within the spectrum of marketing and communications across industries such as healthcare, banking and maritime.
  • She is tasked to be the caretaker of the MAVCOM website and has led the production of three Annual Reports for MAVCOM.
  • Zahin was chosen amongst her peers to enrol in the Fast Track to Degree Programme for the Bachelor of Advertising (Hons.) at University Teknologi MARA (UiTM) Shah Alam, where she graduated with First Class Honours and received the Vice-Chancellor’s Award.
  • She has also managed various events involving transport authorities, including the coordination of four convocation ceremonies for Malaysian Maritime Academy Sdn. Bhd.