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Airline Non-compliance

What Happens if Airlines are Unable to Achieve the Target?

If an airline fails to meet the target, it could impact their application for renewal or additional Air Traffic Rights (ATR) with the Commission.

ATR applications are requests for permissions granted to airlines to operate specific routes and flights. An Air Traffic Right Certificate (ATRC) is required for any Air Service Licence (ASL) holder who intends to undertake to carry by air or use any aircraft for the transport of passenger, mail, or cargo for hire and reward upon any scheduled journey between two or more places of which at least one place is in Malaysia. For more information on the ATR, please visit Air Traffic Rights.

Furthermore, the Commission reviews airline consumer complaints received by the Commission through various channels, including through the Commission’s website, e-mails, telephone calls, mobile application, walk-ins, and mail. The summary of the consumer complaints is reported bi-annually, and the reports can be found here.

Airlines are required to comply with the Malaysian Aviation Consumer Protection Code 2016 (MACPC). Failure to do so may result in financial penalties being imposed. To date, the Commission has imposed financial penalties totalling RM4.76 million on AirAsia Berhad, AirAsia X Berhad and Batik Air. The airlines were fined for contravening the MACPC, which included failing to disclose the final price of airfares and failing to communicate changes in flight status to consumers.

The Commission also evaluates airport performance. For more information, please visit Airports Quality of Service (QoS) Framework.