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Notice to Airlines Relating to the Malaysian Aviation Consumer Protection Code 2016
The airlines industry globally is hit hard by the Covid-19 pandemic. The Malaysian Aviation Commission (Commission) also realises that airlines have been inundated with an unprecedented huge volume of consumers wanting to make changes to their bookings or seeking credit refunds.
Given the unprecedented situation that the airlines have been experiencing due to the COVID-19 pandemic, the Commission has determined the following:
(a) Extended timeline for resolution of complaints and remittance of refunds
As stipulated in paragraphs 7A(4) and 17(4) of the Malaysian Aviation Consumer Protection Code 2016 (MACPC), airlines are given a 30-day timeline to remit refunds and resolve complaints. The Commission hereby accords airlines an extended timeline of 60 days for resolution of complaints and remittance of refunds from the date of receipt of the complaint and claim of refund. This shall be applicable to all complaints and refund requests received from 1 February 2020 to 30 September 2020.
Notwithstanding the extension of the timeline, the airlines shall on their best effort basis, endeavour to resolve all complaints and remit refunds as soon as practicable.
(b) Communication of change in flight status
The Commission also waives the requirements on communicating to the passengers and the public information about any change of flight status as prescribed under paragraph 8 of the MACPC. This is applicable to airlines affected flights from the period of 1 February 2020 to 30 September 2020. Airlines shall however endeavour to notify the consumers as soon as the airlines become aware of any flight change.