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Minister of Transport Launches FlySmart

28 Jun, 2018

Minister of Transport Launches FlySmart
Consumer Rights Championed by MAVCOM

SEPANG, June 28, 2018 – FlySmart, a consumer-centric initiative by the Malaysian Aviation Commission (MAVCOM) was launched by the Minister of Transport, Yang Berhormat Anthony Loke Siew Fook at the Kuala Lumpur International Airport today.

Speaking at the event, YB Anthony Loke said, “In line with its aim to ensure the protection of consumer rights, MAVCOM has introduced the Malaysian Aviation Consumer Protection Code (MACPC) in July 2016. As a result, consumers now enjoy increased protection and rights to compensation and care before and after flights.”

“MAVCOM’s core aim is to ensure that the civil aviation industry in Malaysia is commercially viable, consumer-focused and resilient, in order to support the nation’s economic growth.”

Since its establishment, the Commission has continuously strived to educate consumers of their rights as air travellers, and to make more empowered decisions. A consumer survey undertaken last year by the Commission indicated that air travellers in Malaysia have a strong preference for learning their rights via a more engaging, interactive and technology-friendly medium.

The Commission has also resolved 99.3 per cent of the 3,504 complaints that have come its way since its establishment with most complaints related to refunds, mishandled baggage and flight delays.

“As a step towards being more effective in educating consumers and creating more awareness on passenger rights, I would like to publicly announce the launch of FlySmart, a platform introduced by MAVCOM to enable users to obtain information and know their rights,” added YB Anthony Loke.

FlySmart will have a few initiatives that will be rolled out in phases which will include a dedicated social media page, a video series detailing consumers’ rights as well as a dedicated mobile application for everything travel-related.

“While the introduction of FlySmart is aimed at ensuring that passengers are aware of their rights, industry players and airlines should also look into issues raised and take proactive measures to mitigate these issues as best as possible. It is hoped that FlySmart will drive the airlines and the airports to be more responsible and responsive to consumer-sensitive issues in order to enhance the efficiency of the aviation industry in Malaysia,” concluded YB Anthony Loke.

The event also saw the introduction of the first FlySmart initiative, a FlySmart website. The website which is available in both Bahasa Malaysia and English, offers quick and easy access to essential information on consumer rights and features handy tips and informative videos for travellers.

The website acts as a platform for fellow travellers to help one another as it features the stories of travellers who have been helped by MAVCOM in the past and how they exercised their rights as consumers. Travellers will also be able to submit their complaints via the website.

Those interested in ‘flying smart’ can learn more about it by visiting the FlySmart website at