Travel restrictions imposed internationally and locally, as a result of the COVID-19 pandemic, have led to numerous flight cancellations. The Malaysian Aviation Commission (“MAVCOM”) is concerned with the plight of affected consumers who have been inconvenienced due to the pandemic and the unprecedented circumstances it has created. In balancing the rights of the affected consumers and the sustainability of the aviation industry, MAVCOM will continue to discharge its duties, under the Malaysian Aviation Commission Act 2015 [Act 771] and the Malaysian Aviation Consumer Protection Code 2016. 

AIRLINES TO REFUND TO AFFECTED CONSUMERS

In the event a flight has been cancelled due to government restrictions imposed with the intention of curbing the spread of the COVID-19 pandemic, airlines, as a matter of principle, ought to refund to the affected consumers the amount equivalent to the cost of the ticket at the time of the purchase, including taxes, charges and fees prescribed under any written law and charges for optional services that had been purchased by the affected consumers. MAVCOM acknowledges that airlines have been accommodating the requests for refunds by the affected consumers. MAVCOM encourages all airlines to endeavour and to continue their best efforts in providing refunds to the affected consumers.

MANNER OF REFUND

Airlines are to exercise the principles of reasonableness and fairness in determining the manner of refund that is provided to the affected consumers. The manner of refund should place the affected consumers in a similar position at the point of purchasing the ticket, which would be in the best interests of the airlines and affected consumers.

For more information, please refer to the COVID-19 related Frequently Asked Questions (FAQs) here.