Consumer / Charges / Post-purchase price increase
Post-purchase price increase
As a rule, airlines cannot increase the price of a ticket after you’ve paid for it. The only exception is if there has been an increase in government-imposed taxes or fees, or fees imposed by the Commission.
Ali purchased a ticket to China from XYZ Airline’s website. The amount stated at the final confirmation page was RM 2,500. 2 hours later, XYZ Airline sent an email to Ali requesting him to pay an additional amount of RM 500. The airline explained that there has been a system glitch and the actual price of the ticket is RM 3,000. Is Ali required to pay the balance of RM 500?
Hani purchased a ticket to Hong Kong from XYZ Airline’s website. The amount stated at the final confirmation page was RM 1,500. At the point of check-in, XYZ Airline requested Hani to pay an additional amount of RM 500. The airline explained that there has been a system glitch and the actual price of the ticket is RM 2,000. Is Hani required to pay the balance of RM 500?
- Airlines must not increase the price after the ticket has been purchased unless the increase is due to increase in government taxes or Commission imposed fee.
- In both the cases, Ali and Hani are not required to pay the additional amount of RM 500 as the final price shown to them at the point of purchase was in fact RM 2,500 and RM 1,500 respectively.
For more information, please refer to the Malaysian Aviation Consumer Protection Code 2016 (MACPC) – Part II, Paragraph 4: Minimum Service Level and Standards of Performance For Airlines and Aerodrome Operators – Prohibition on Post-Purchase Price Increase.
You may also refer to our short animated video below on this topic: