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MAVCOM Continues Focus on Consumer Protection

13 Mar, 2018

MAVCOM Continues Focus on Consumer Protection
99.7 per cent of complaints received resolved


KUALA LUMPUR, 13 MARCH 2018 – The Malaysian Aviation Commission (MAVCOM) has released its 3rd issue of the Consumer Report, capturing data on complaints received from consumers throughout the six-month period of July – December 2017. With its emphasis on driving a consumer-oriented and robust aviation industry in Malaysia, the Report provides an in-depth look into common complaints on airlines and airports operating in the sector.

As testament to its continuous dedication towards protecting consumer rights, MAVCOM successfully resolved and closed 99.7 per cent out of the total of 735 complaint cases lodged with the Commission throughout the six-month period. This marked an improvement in MAVCOM’s performance even as the number of complaints lodged saw an increase of 23 per cent, compared to the same period in the previous year.

YBhg. Gen. Tan Sri Dato’ Sri Abdullah Ahmad, RMAF (Retd), Executive Chairman of MAVCOM, said, “MAVCOM continues to welcome consumers to lodge their feedback, as we firmly believe that the growing number of consumers who are aware of and empowered to exercise their rights will bode well for the sector in the long-term. Of course, we are deeply cognisant of our own mandate to ensure that these complaints are addressed, resolved and closed in a timely manner. Indeed, the fact that we have successfully done so is a hallmark of our steadfast commitment to helping Malaysian air travellers.”

Key Highlights

Malaysia Airlines represented 39.6 per cent of the total complaints received by MAVCOM, rising to 291 complaints for the Report period compared to 157 complaints for the same period in the previous year.

AirAsia and Malindo Air represented 23 per cent and 22.9 per cent of total complaints received respectively. However, the total number of complaints filed against AirAsia for the Report period decreased by 23.9 per cent, while complaints against Malindo Air saw a 46.1 per cent jump.

MAVCOM received an average of 17 complaints for every 1 million passengers throughout the six-month period. Among these, the top three complaint categories were mishandled baggage, processing of refunds, and flight delays. The number of complaints for all three categories increased from the previous year, with reported cases for mishandled baggage in particular seeing a notable jump.

Meanwhile, consumers also lodged complaints with regards to airport facilities and services. While minimal, MAVCOM noted a slight rise in the number of complaints received. KLIA and klia2 received the majority of complaints, followed by airports in Sabah and Sarawak.

Amendments to the Malaysian Aviation Consumer Protection Code (MACPC)

In addition to the statistical data available within the Report, MAVCOM also highlighted that proposed amendments were in development for the Malaysian Aviation Consumer Protection Code 2016 (MACPC).

Abdullah said, “The MACPC defines the rights of air travellers in Malaysia and is the platform through which consumers have been able to exercise their rights. Based on our findings over the past two years, whether through these Consumer Reports, feedback from consumers as well as other studies, we have identified key areas where the MACPC can be strengthened to ensure consumers are better protected. These amendments aim to achieve this as part of MAVCOM’s continuous drive to protect the Rakyat.”

Some of the proposed key amendments to be made to the MACPC include the regulation of fees and charges levied on consumers. This includes the Passenger Service Charge refund processing fees, administrative fees, fees for provision of special assistance and payment card processing fees. The amendments are slated for implementation in Q3 2018. MAVCOM released a Consultation Paper on the amendments and invites feedback from industry stakeholders as well as members of the public by 22 March 2018.

The Consultation Paper, as well as the current Consumer Report, is available on MAVCOM’s website at MAVCOM’s Consumer Reports will be released on a bi-annual basis by MAVCOM.

Consumer Report (July 2017 – December 2017)