Newsroom / News Releases / MAVCOM Ramps Up Efforts with Proposed Enhancements to Consumer Protection Code and Calls for Public Feedback

MACPC to Be Revised to Address Key Refund Issues

KUALA LUMPUR, 19 OCTOBER 2022 – The Malaysian Aviation Commission (MAVCOM) today released a Consultation Paper on proposed amendments to the Malaysian Aviation Consumer Protection Code (MACPC). The Commission targets to implement the enhanced MACPC in the first quarter of 2023.

The proposed amendments to the MACPC include protection concerning refunds, passenger entitlement, travel passes as well as the removal of cancelled flights from airlines’ booking systems, amongst others. 

Datuk Seri Hj. Saripuddin Hj. Kasim, Executive Chairman of MAVCOM, said, “As part of our commitment to consumer protection, we organised our inaugural international aviation webinar on 28 June 2022, where we explored the latest developments in global air passenger protection as well as future trends together with global aviation and consumer protection experts. This, in tandem with other stakeholder engagement efforts as well as our analysis of the complaints lodged with MAVCOM has provided further insight into the areas of the code which require fine-tuning and refinements. We are pleased to share the proposed enhancements to the MACPC and look forward to receiving feedback from the public, and our stakeholders.”

“As the economic and commercial regulator for the aviation industry, MAVCOM is in the best position to champion the rights of aviation consumers. As part of this effort, we are proposing changes to the MACPC to better address gaps that have come to light, particularly after the pandemic. Indeed, regulations on consumer protection must evolve and should remain relevant. As a regulator, it is our role to obtain feedback from consumers and the industry to ensure passengers are protected when their flights are disrupted.”

He added, “MAVCOM’s stakeholder engagements on these proposed enhancements are already well underway. It is integral to the Commission that we take this step together with relevant stakeholders to make certain that they are fully aware of MAVCOM’s expectations in the elevation of aviation consumer rights. Additionally, the engagement sessions provide an opportunity for aviation service providers to provide their feedback, ensuring that the enhancements proposed champion consumer rights, whilst still supporting aviation industry players’ business operations.”

Datuk Seri Hj. Saripuddin further noted that, “It is crucial that the Commission receives input from various parties to determine the final enhancements for implementation in 2023, in ensuring that our review is conducted holistically and addresses all gaps upon gazettement.”

Since the MACPC came into force in 2016, airlines are required to refund travellers if flights are cancelled or significantly changed. Some of the changes proposed in the 2022 MACPC include refunds in the original mode of payment for flight disruptions. This new provision will effectively eliminate any inconsistencies in the types of refunds accorded to consumers. Additionally, the Commission further proposes that airlines should offer a refund in the original mode of payment should a flight be delayed.

Moreover, the Consultation Paper proposes a new provision to protect consumers who have paid monies in advance for flight tickets or travel passes in the event the airline is unable to render services as promised in the event of a financial crisis such as a debt restructuring exercise, liquidation, or licensing issues. Where an airline anticipates disruption to its operations, it is proposed that airlines should notify and submit a plan detailing consumer redress to MAVCOM, which can then take appropriate steps to ensure the protection of consumers.

Since its publication in July 2016, this will be the second enhancement of the MACPC, following the first revision in 2019. The amendments in 2019 included eliminating hidden charges for air travel to ensure greater transparency on airlines’ obligations towards consumers and clearer guidance for consumers on their rights and interests as air travellers. 

MAVCOM is now seeking public feedback on its Consultation Paper, offering all an opportunity to provide opinions and constructive views on the proposed enhancements to their air travel rights. For a full overview of the proposed amendments, members of the public and interested parties are invited to review the Consultation Paper available on MAVCOM’s website. All feedback and views must be in writing and must be delivered before 5.00 p.m. on 7 November 2022.

You may also opt to send in your feedback through the following options:

a) By post addressed to:
Malaysian Aviation Commission
Level 19, Menara 1 Sentrum
201, Jalan Tun Sambanthan
50470 Kuala Lumpur
Malaysia
Attention: Consumer Affairs

b) By hand to the above address.