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Refunds and Flight Cancellations Request Have Exceeded the Number of Complaints in 1H2020

24 Aug 2020


KUALA LUMPUR, 24 AUGUST 2020 – The Malaysian Aviation Commission (MAVCOM) today published its eighth Consumer Report for the period spanning 1 January to 30 June 2020.

In the bi-annual report, the Commission informed that a total of 384 complaints were filed, of which 381 were against airlines, while 3 were against airports. This translated to a 52.6 percent reduction from 810 complaints lodged during the corresponding period in 2019. MAVCOM highlighted that 90.9 per cent of the 384 complaints were successfully resolved and closed.However, the Commission also received 2,340 requests for refunds in relation to COVID-19from consumers, in which 2,146 requests were request for refunds and 194 requests were for change of flight dates.

Separately, the Commission received 490 complaints with incomplete documentation and therefore could not be fairly evaluated. The Commission also received 79 complaints where immediate assessment ascertained that the airline or airport concerned had fulfilled their obligations under the Malaysian Aviation Consumer Protection Code 2016 (MACPC), hence were not taken further. The Commission also received 79 complaints that were outside the scope of the MACPC.

The Report also indicated that 57.8 per cent of complaints received from 1 January 2020 to 30 June 2020 resulted in the airlines reversing their initial decision and producing a resolution that was more equitable or satisfactory to the consumer than what was initially provided. This represented an increase of 3.8 per cent as compared to the period of 1 January 2019 to 30 June 2019.

Segregated by airlines, Malaysia Airlines recorded the highest number of complaints for per million passengers during the half year period. The airline received 44 complaints for every million passengers it carries.

The second and third highest recipients were Malindo Air (32) and AirAsia X (24).

For airlines, processing of refunds, mishandled baggage and flight cancellations were the top three complaint categories, making up 51.4 per cent in total. On the other hand, for the airports,complaints were mainly concerning airport facilities and airport security.

The Consumer Report also reported various other initiatives undertaken by MAVCOM to strengthen and amplify awareness of air travel rights. In line with ongoing efforts to ensure service quality levels at airports nationwide, the Commission has continued the implementation of the Airports Quality of Service (QoS) Framework. As at 30 June 2020, 20 out of 28 service quality elements have been implemented at both terminals of the KL International Airport. The remaining eight elements are expected to be completed in 2021.

YBhg. Datuk Seri Saripuddin Haji Kasim, Executive Chairman of MAVCOM, said, “Health concerns and travel restrictions due to the COVID-19 pandemic have led to one of the most challenging periods for the aviation industry. Although aviation services are progressively resuming operations, demand for air travel remains far from what it was pre-pandemic. While the Commission does not foresee a full recovery in the near term, we will continue to uphold our mandate of protecting the rights of aviation consumers nationwide.”

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

The full Consumer Report is available as a PDF here.