Consumer / Claims and Compensation / Damage of mobility equipment

Damage of mobility equipment

If your mobility equipment is impaired in some way, we know that flying can be particularly challenging even with support from staff on the ground. Your airline is responsible for taking care of your mobility equipment (like wheelchairs or walking aids) which you need to bring on your flight.

If your mobility equipment is lost or damaged during a flight, the airline is obliged to compensate you based on the prevailing market price of your equipment.

Illustration

Ali requires his wheelchair to move around and hence, brought it along with him for his travel from Penang to Kuala Lumpur. Upon arrival, he discovered that his wheelchair has been damaged and is no longer useable. Is Ali entitled for compensation?

  • Ali is entitled for compensation for his damaged wheelchair. The compensation should be based on the prevailing market price of the wheelchair.
  • Ali should also be provided with a temporary replacement wheelchair while compensation is being processed.

For more information, please refer to the Malaysian Aviation Consumer Protection Code 2016 (MACPC) – Part III, Paragraph 14: Air Passenger’s Rights – Compensation for Lost or Damaged Mobility Equipment and Assistive Devices.

You may also refer to our short animated video below on this topic:



Dato’ Fariz Zulfa bin Tan Sri Mohd Mustafa

Senior General Manager, Commercial Services


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