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MAVCOM Sees 92 per cent Increase in Complaints Received

16 Oct, 2017

MAVCOM Sees 92 per cent Increase in Complaints Received
Penalty and Compliance Matrix to be implemented

KUALA LUMPUR, 16 OCTOBER 2017 – As part of its ongoing efforts to foster a more consumer-oriented aviation industry in Malaysia, the Malaysian Aviation Commission (MAVCOM) released its second Consumer Report, making it available to industry players and members of the public.

The Report detailed key insights and statistics on complaints lodged with the Commission for the six-month period of March-August 2017. MAVCOM, established in March 2016, earlier this year issued its inaugural Consumer Report which covered complaints statistics for the period March 2016 – February 2017, being its first 12 months of operations. All subsequent Reports will now evaluate complaints on a half-year basis in keeping with the Commission’s aim to release bi-annual Reports.

Within the six-month period under review, MAVCOM received a total of 677 complaints, marking a significant 92 per cent increase in the number of complaints filed by consumers compared to the corresponding period in the previous year.

YBhg. Gen. Tan Sri Dato’ Sri Abdullah Ahmad, RMAF (Retd), Executive Chairman of MAVCOM, said, “The rise in the number of complaints being lodged with MAVCOM is a clear indication of the growing awareness among air travelers of their rights as consumers. It is heartening to note that the educational activities initiated by MAVCOM over the past 18 months on this matter has empowered more Malaysians to exercise their rights.”

Abdullah said that MAVCOM had successfully resolved and closed 99.1 per cent of the total complaints received during this time.

Key Highlights

Overall, an average of 17 complaints were received by MAVCOM for every 1 million passengers.

Malaysia Airlines was highlighted in the Consumer Report as having the most number of complaints received by MAVCOM, followed by Malindo Air and AirAsia. Notably, while both Malaysia Airlines and Malindo Air saw more than double the number of complaints, cases filed against AirAsia dropped by 9.8 per cent compared to the corresponding period in the previous year.

The top three categories of complaints filed with MAVCOM were refunds, mishandled baggage and flight delays, which collectively made up 62.6 per cent of total complaints. All three categories also saw a higher number of complaints reported by consumers, increasing by 68.5 per cent, 54.2 per cent and 134 per cent year-on-year respectively.

In terms of airports, while the total number of complaints remained minimal, MAVCOM nonetheless reported receiving complaints pertaining to facilities provided at the airports.

“The top three complaints categories are similar to those recorded in our inaugural Consumer Report. This is in part due to these particular categories being a common issue, not only in Malaysia but for aviation industries worldwide. However, it also serves as a reminder and a gauge of where industry players can improve their service levels to their consumers,” Abdullah remarked.

Upcoming Developments

MAVCOM’s Consumer Report also provides brief updates on two key initiatives currently in the pipeline, namely a Penalty and Compliance Matrix (Matrix), as well as a Quality of Service (QoS) Framework for airports.

Under the Malaysian Aviation Consumer Protection Code 2016, airlines may be subject to financial penalties of up to RM200,000 for non-compliance. MAVCOM is therefore developing the Matrix, a framework which serves to quantify the financial penalties which could be imposed on an airline for instances of non-compliance.

Meanwhile, the Quality of Service Framework aims to set expected levels of service standards and key performance indicators for airports in Malaysia, including cleanliness, queue times, quality of infrastructure and more. Similarly, the framework will also detail financial penalties for airport operators in case of service levels falling below expected standards.

The implementation of the Matrix and QoS Framework will be announced by MAVCOM in due course.

“As our aviation industry evolves, it is vital for us to adopt higher standards in line with international best practices in order to grow from strength to strength. This is why MAVCOM has been working on various initiatives focused on encouraging enhanced service levels, not only for airlines but at airports as well. We have worked closely with stakeholders and industry players on these initiatives, and look forward to implementing them in the near future,” said Abdullah.

MAVCOM’s Consumer Reports will be released on a bi-annual basis by MAVCOM. The current Consumer Report is available to members of the public on MAVCOM’s website at 

Consumer Report (March 2017 – August 2017)