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MAVCOM Notes Increased Level of Awareness among Travellers

19 Sep, 2018

MAVCOM Notes Increased Level of Awareness among Travelers
Complaints received up by 38.1 per cent

KUALA LUMPUR, 19 SEPTEMBER 2018 – With the release of its latest Consumer Report, the Malaysian Aviation Commission (MAVCOM) notes an increase in the number of complaints received from consumers throughout the six-month period of January to June 2018, compared to the previous report of July to December 2017.

The fourth issue of the Consumer Report presented a 38.1 per cent increase in complaints lodged with the Commission, pointing to an improved level of awareness among consumers compared to the corresponding half year period last year.

The Report provided a detailed look at the types as well as the frequency of complaints by consumers pertaining to both airlines and airports operating in the sector. The Report also detailed the Commission’s latest consumer-centric initiative, FlySmart, in line with MAVCOM’s efforts to heighten the level of awareness among consumers of their rights throughout Malaysia. Information on the Commission’s Quality of Service (QoS) Framework aimed at improving service levels at airports in Malaysia, was also detailed in the Report.  

MAVCOM continued to showcase its high success rate in terms of resolving complaints amidst the increase in the number of complaints lodged. Out of the 858 consumer complaints received, MAVCOM successfully resolved and closed 99.4 per cent of the total complaints throughout the six-month period. 53.0 per cent of the resolved complaints resulted in the airlines reversing its initial decision for a resolution in favour of the consumers.

Dr. Nungsari Ahmad Radhi, Executive Chairman of MAVCOM, said, “While we are tasked with the economic regulation of the aviation sector, our mandate includes protecting the interests of consumers as well. We are glad to note a marked improvement in the level of consumer awareness as evidenced by the increase in the number of complaints received by the Commission. The Commission will continue to ensure that consumer complaints are addressed, resolved and closed expeditiously.”

Key Highlights of the Consumer Report

Malaysia Airlines represented 49.8 per cent of the complaints received during the half-year period, an increment of 34.7 per cent compared with last year.

AirAsia recorded 22.4 per cent of the complaints, marking an increase of 58.7 per cent compared with the same period last year while Malindo Air on the other hand registered 13.9 per cent of the complaints which signified a 12.3 per cent increase.  

For every one million passengers carried, MAVCOM received an average of 20 complaints throughout the six-month period. Compared to the same period in the previous year, there has been an increase recorded for almost all categories of complaints with mishandled baggage, processing of refunds and flight delays taking the top three complaint categories. These three categories together contributed to 57.4 per cent of total complaints encountered.

“The Consumer Report is a regular publication of the Commission that also provides consumer feedback to the service providers in the industry as a means for them to improve levels of service quality,” concluded Dr. Nungsari.

The Consumer Report is available on MAVCOM’s website at MAVCOM’s Consumer Reports is released on a bi-annual basis by MAVCOM.

Consumer Report (January 2018 – June 2018)