Consumer / FAQs

FAQs

Consumer Complaints

1. What kind of complaints can be submitted to MAVCOM?

We will accept complaints relating to any aviation services in Malaysia except for matters relating to safety and security. Feel free to contact us if your complaint is about any airline or airport service occurring in Malaysia.

2. How do I lodge a complaint with MAVCOM?

We recommend that you contact the relevant airline or airport first to give them the opportunity to resolve the issue. However, if you are not satisfied with the airline’s or airport’s response, submit a complaint to us through our online form.

3. Once submitted, how can I follow-up on the status of my complaint application?

You will receive an acknowledgement email with your case reference number after submitting your complaint. Keep this reference number to check on the status of your complaint via our Check Status page. Airlines and airports have up to 30 days to provide a resolution to consumers.

4. I forgot my case reference number. How do I find it?

You can email us at consumer@mavcom.my and we will assist to retrieve it for you.

5. I have already submitted a complaint to the airline/airport. Can I reach out to MAVCOM if I am not satisfied with the resolution provided?

Yes. MAVCOM will review the matter further. Submit your complaint and the airline’s or airport’s response to us via our online form.

6. Can I lodge a complaint against a foreign airline?

Yes, as long as the complaint relates to the foreign airline’s operations in Malaysia.

7. What is the time limit for me to submit my complaint?

You must submit a complaint to us within 12 months from the date of the incident.

Air Fares

1. Is an airline obliged to disclose the final price of the air fare to be paid before the purchase of a ticket by a consumer?

Yes, an airline is obliged to disclose the final price of the air fare to be paid before the purchase of a ticket by a consumer. For the purpose of transparency, the airline must itemise and provide the breakdown of the said final price into the following five (5) categories before the consumer proceeds to make the payment:

 

  1. the base fare, including all charges payable to the airline     
    • The airline must disclose the base fare, which is an all bundled-in charges payable to the said airline. Such charges include any financial charges such as credit card fee, debit card fee, online payment transaction fee, processing fee, administrative fee, carrier-imposed fee and any other fees and charges that are payable to the airline.
  1. any government-imposed taxes and fees
    • All taxes and fees as imposed by any government fall under this category. For example, in Malaysia a consumer will be required to pay for service tax to purchase a flight ticket. 
  1. any fees and charges prescribed under any written law
    • In contrast to the government-imposed taxes and fees which fall due to the Government, a written law may compel the collection of a fee or charge by a particular party for purposes as set out in the said law. 
    • The Passenger Service Charges (PSC) which are legislated under the Malaysian Aviation Commission (Aviation Services Charges) Regulations 2016 and the departure levy which is to take effect commencing 1 September 2019 are examples of fees and charges prescribed by written laws in Malaysia. 
    • In India, Passenger Service Fee is collected from embarking passengers pursuant to rule 88 of the Indian Aircraft Rules 1937. The New Zealand Government on the other hand, imposes the International Boarder Clearance Levy on passengers to recover the costs incurred by its Customs for arrival and departure from New Zealand as decreed by the amendments to the Customs and Excise Act 1996 and Biosecurity Act 1993.
  1. fuel surcharge (if any); 
    • Fuel surcharge is a fee that airlines charge to cover the fluctuating cost of the fuel; and
  1. charges for optional services purchased by a consumer on an opt-in basis (if any).
    • Such charges are for optional services as may be offered by the airlines that passengers choose to purchase at the time of the ticket booking process on an opt-in basis. Examples of such optional services are insurance, meals/snacks/drinks, check-in baggage charges, sports equipment charges and preferential seating.
    • These charges are for optional services that even if the consumer does not choose to purchase any of services being offered, the consumer may still be able to proceed to conclude payment for the ticket. If the consumer is not able to proceed to make the payment unless one of the options given by the airline is chosen, such charges shall not be categorised under this category, and instead it should be under the base fare category.
2. What are the terms and conditions that should be disclosed to me?

Your airline should show you all of the following before you purchase your ticket:

  • terms and conditions applied to the fare type;
  • refund and rebooking policies, if any;
  • baggage allowance policies;
  • government taxes and fees;
  • fees and charges imposed by the Commission;
  • other fees and charges;
  • contact details of airline; and
  • any other information necessary to apprise you of the conditions and the total price of the ticket purchased.

If you are not able to find one or more of these, contact your airline to clarify the matter.

3. Can an airline include travel insurance as a default selection when selling tickets?

No. Airlines should not automatically add on any additional services to your fare. You should always be told about any such services and be given the chance to “opt-in” only if you choose to.

Flight Delays

1. What are my rights if my flight is delayed?

You may receive compensation including meals and accommodation depending on the length of the delay. See our Flight delays and cancellations page for more details.

2. Can I obtain a refund if I choose to cancel the trip in the event a delay occurs?

A refund depends on the terms and conditions of your ticket. See our Flight delays and cancellations page for more details.

3. My flight was delayed due to weather conditions. Am I entitled for compensation?

The airline is not obliged to pay compensation if it can prove that the delay was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Extraordinary circumstances refer to circumstances that may occur in cases of war, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings and strikes that affect the operation of an airline.

Flight Cancellation

1. What are my rights if my flight is cancelled?

If your flight is cancelled, you have the right to a full ticket refund or alternate flight at no additional cost. See our Flight delays and cancellations page for more details.

2. My flight was cancelled due to weather conditions. Am I entitled for compensation?

The airline is not obliged to pay compensation if it can prove that the cancellation was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Extraordinary circumstances refer to circumstances that may occur in cases of war, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings and strikes that affect the operation of an airline.

Denied Boarding

1. What are my rights if I am denied boarding?

The airline should offer you meals, accommodation, and full ticket refunds or alternate flights. See our page on Denied boarding for further details on when you can be lawfully denied boarding and what your entitlements are.

Persons with Disability

1. What arrangements should be provided by an airline or airport for a person with disability?

The airport and airline should provide assistance from the moment the person arrives at the airport to when they exit the airport at their destination. This includes (but is not limited to) assistance with checking in baggage, boarding and leaving the aircraft, and reaching your connecting flights. Most Malaysian airports have ramps, elevators and restrooms that cater for persons with disability.

For more information about disability-related travel, see our Persons with disability page.

2. I am a passenger who needs special assistance and a wheelchair. How do I make the necessary arrangements

Contact your airline at least 48 hours before departure to inform them of your need for assistance.

3. Will I be reimbursed for damages to my mobility equipment?

Yes, if your mobility equipment is damaged or lost during a flight, you are entitled to compensation based on the prevailing market price of your mobility equipment. Visit our Damage of mobility equipment page for further details.

Lost, Damaged and Delayed Baggage

1. My baggage was delayed upon arrival. Can I receive compensation?

Yes. If your bags did not arrive on the same flight that you were on, you may claim up to 1,131 Special Drawing Rights (approximately RM 6,200, depending on the prevailing exchange rate at the time) for baggage delay. See below for the definition of Special Drawing Rights.

It is advised that receipts or proof of the value of your items are kept to validate your claims and claims made should be reasonable in relation to the length of delay.

2. My baggage was lost/damaged/delayed. Can I receive compensation?

Yes, if the conditions are met and the claims are substantiated with receipts or proof of value and submitted within the stipulated time period. Visit our page on Lost, damaged and delayed baggage to find out more.

3. What are Special Drawing Rights?

Special Drawing Rights are a measure of currency created by the International Monetary Fund (IMF) to be used for international compensation. For more information on Special Drawing Rights, including their current value, visit the IMF’s official page.

4. What is the time limit for making a claim in relation to baggage matters?

If your baggage was lost, damaged or delayed, submit a written complaint to your airline as soon as possible. In the case of damaged baggage, make your claim on arrival or within 7 days of receiving your bags. In the case of delayed baggage, make your claim on arrival or within 21 days of receiving your bags.

5. I have purchased travel insurance from an external insurance company and my baggage was lost/damaged/delayed. Can I receive compensation from both the airline and insurance company?

No, you will not be allowed to simultaneously claim from both the airline and insurance company. In this case, you may submit the claims to the airline and insurance provider and depending on the outcome of their investigation and review, you may obtain a claim from one or the other party. If the compensation offered to you by either party is insufficient to cover your losses, you may engage with the other party to claim the additional losses, subject to the terms and conditions of your policy and the outcome of the investigation and review. In any event, the airline and insurance provider have a mechanism in place to ascertain whether a claim has been made with either party.

Whilst double claiming will not be allowed in the case of mishandled baggage, the purchase of travel insurance is encouraged as it covers other unforeseen circumstances such as medical issues when abroad.

Compensation

1. Does the Consumer Protection Code apply to both domestic and international air travel?

Yes. The Consumer Protection Code applies throughout Malaysia to any domestic or international flight operated by local or foreign carriers.

Identity of an Operating Airline

2. Is the airline required to reveal the identity of the operating airline in the case of a codeshare service?

Yes. All airlines must inform you of the operating airline’s identity, either while you’re making a ticket purchase or as soon as the flight is deemed a codeshare flight.

Airport Facilities

1. What are the facilities available for me at the airports in Malaysia?

Airports in Malaysia provide numerous facilities, including comprehensive facilities for persons with disabilities. For a complete facilities list at KLIA, visit their website.

2. What are the facilities available for persons with disability?

Most of Malaysia’s airports have ramps, elevators and restrooms that cater for persons with disability.