Resources

FAQs

About MAVCOM

1. Who is the Malaysian Aviation Commission (MAVCOM)?

The Malaysian Aviation Commission (MAVCOM) is an independent body set up under the Malaysian Aviation Commission Act 2015 to regulate economic and commercial matters relating to civil aviation.

Our goal is to promote a commercially viable, consumer-oriented and resilient aviation industry which supports the nation’s economic growth. MAVCOM’s functions include regulating economic matters relating to the civil aviation industry; providing a mechanism for protection of consumers; providing a mechanism for dispute resolution between aviation industry players; administering and managing air traffic rights; and advising the Government, administering and managing routes under public service obligations.

2. What are the responsibilities of MAVCOM?

MAVCOM is responsible for a range of aviation-related matters, including to:

regulate economic matters relating to the civil aviation industry;
provide a mechanism for protection of consumers;
provide a mechanism for dispute resolution between aviation industry players;
administer and manage air traffic rights; and
advise the Government, administer and manage routes under public service obligations.

3. What is the background of MAVCOM’s establishment?

MAVCOM’s establishment was first proposed in the 11th Malaysia Plan (11MP) as a means to better structure the civil aviation industry. This eventually led to the Malaysian Aviation Commission Act 2015 being passed in Parliament. Following this, the Commission was officially set-up on 1 March 2016.

Malaysian Aviation Commission Act 2015

1. How can I learn about the Malaysian Aviation Commission Act 2015?

You can download the entire Act via this link.

Consumer Complaints

1. As a consumer, how do I lodge a complaint with MAVCOM?

First, we recommend that you contact the relevant airline or airport to give them the opportunity to resolve the issue. If you are not satisfied with the airline’s or airport’s response, you can submit a complaint to us via our online form.

2. What are the aviation-related matters I can complain to MAVCOM?

We will accept complaints relating to any aviation services in Malaysia. Feel free to contact us if your complaint is about any airline or airport service which involves flights either landing or taking off from Malaysia.

3. How can I follow up on the status of my submitted complaint?

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 through our Check Status page.

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. What happens after I submit my complaint?

MAVCOM reviews and evaluates all complaints within 14 days of receiving them. We then forward all legitimate complaints to the relevant airlines and/or airports for them to respond.

The airlines and/or airports must resolve your complaint within 30 days. Following that, MAVCOM reviews their resolution and, if need be, will make a decision on the outcome.

Please refer to Consumer FAQs for more FAQs in relation to air fares, flight delays, flight cancellation, denied boarding, persons with disability, lost, damaged and delayed baggage, compensation, identity of an operating airline and airport facilities.

Miscellaneous Industry Matters

1. Is there a possibility that MAVCOM may encourage protectionism of certain airlines?

Our mandate is to promote the growth of Malaysia’s national aviation industry. By law, we are required to carry out our duties impartially without favouring any particular airline or industry interest group.

2. If I am an airline, how can I find out more about dispute resolution?

See the Dispute Resolution section of our website for more details. To raise a request for dispute resolution, please identify and download the relevant form from the Resources section of our website.

Application of Licences

1. What is the process and procedures to apply for an airline license?

You may apply for an Air Service Licence (ASL) or Air Service Permit (ASP) with MAVCOM, and send your written application to MAVCOM for our evaluation. Application forms and templates can be downloaded from the Resources section of our website. Check the description of each airline licence to ensure you apply for the most appropriate one.

MAVCOM will only evaluate your application once a complete written submission is received along with the necessary fees and any required supporting documents.

Applications for an Air Operators Certificate (AOC) should be submitted to the Civil Aviation Authority of Malaysia (CAAM).

FAQ on Rural Air Services (RAS)

Questions on the exclusion of RAS routes

1. Why were the eight routes excluded from the RAS programme?

Decisions to exclude any routes from the RAS programme is made by the Federal Government, pursuant with provisions stipulated under the Malaysian Aviation Commission Act 2015 [Act 771].

Act 771 defines ‘public service obligations’ as the provision of the service for the carriage by air or the use of any aircraft for the carriage of passengers, mail or cargo for hire or reward on a scheduled journey between aerodromes which airlines would not assume if they were solely considering their commercial interest.

In 2016, MAVCOM had reviewed the RAS programme and recommended to the Ministry of Transport (MoT) for six routes – namely the urban routes of Kuching-Sibu, Kuching-Bintulu, Kuching-Miri, Kota Kinabalu-Miri, Kota Kinabalu-Tawau and Kota Kinabalu-Sandakan – to be removed from the RAS programme after taking into consideration the commercial potential of these routes. Following this recommendation, the Federal Government concurred with MAVCOM’s decision and decided to remove these six routes from the RAS programme.

On 23 November 2018, the Cabinet approved the allocation of the Kota Kinabalu-Sibu and Kota Kinabalu-Bintulu routes for operation by AirAsia Berhad (AirAsia) with effect from January 2019. This decision was made in relation to the readiness of AirAsia to operate those routes, as well as feedback from local stakeholders and Government officials.

2. Why were these routes chosen aside from the other RAS routes?

The six routes which are Kuching-Sibu, Kuching-Bintulu, Kuching-Miri, Kota Kinabalu-Miri, Kota Kinabalu-Tawau and Kota Kinabalu-Sandakan, have ceased to fulfil the definition of ‘Public Service Obligations’ and is not eligible to be categorised as RAS under the Malaysian Aviation Commission Act 2015 [Act 771], as the routes are also jointly operated by MASwings with AirAsia, Malaysia Airlines or both.

3. What happens after these eight routes become commercialised?

Changing the status of these routes as a commercial route will further encourage the involvement of local airlines to operate and subsequently provide more flight options. The advent of commercial airlines on these routes will provide more choice and comfort to passengers with the usage of larger aircraft and more competitive fares.

4. Why won’t MASwings continue servicing these eight routes?

MASwings is the contracted airline by the Federal Government to operate the RAS routes. The cost for the operation of RAS by MASwings is fully borne by the Malaysian Government in the form of subsidies and aircraft lease payments. Any routes which are not contracted to the RAS programme are not required to be operated by MASwings. However, the airline can choose to operate the excluded routes but will not receive any subsidies from the Federal Government.

5. Were the state of Sabah and Sarawak consulted before the removal of these eight routes?

During MAVCOM’s review of the RAS programme in 2016, the Commission had met with nearly 100 people in various meetings which took place in Kuching, Sibu, Kapit, Miri and Bario in Sarawak, Labuan as well as in Kota Kinabalu and Tawau in Sabah. The Commission discussed the needs of RAS for the local community with the state Governments, various district heads, health, public works and education officials, village and community representatives, tourism agencies as well as mayors of several towns and cities. Their feedback was considered in the Commission’s recommendation to the Federal Government for the review of the RAS programme.

Questions on MASwings’ operation

1. Why does MASwings remain as the RAS Operator?

MASwings’ contract which expired on 30 September 2017 has been extended by the Malaysian Government, in view of its experience as the RAS operator for the past ten years and its continued commitment to serve the people of Sabah and Sarawak by providing RAS. As the operation of RAS requires specific expertise, including high technical capabilities to fly within the interior parts of East Malaysia, it is vital that MASwings remain as RAS operator to ensure the safety of passengers and stability of the services provided.

2. Is MASwings allowed to fly on a commercial basis?

Yes, they are. However, the airline will not receive any subsidies from the Government for the operation of any commercial routes and will have to bear all costs related to them.

General questions on RAS

1. How long will the RAS programme last?

The new RAS agreement between the Federal Government and MASwings would be valid from 2019 to 2024.

2. Does the operation of RAS incur Passenger Service Charges (PSC)?

The Passenger Service Charges (PSC) is an aeronautical charge that is levied on departing domestic and international passengers at all national airports. The PSC is collected by airlines upon purchase of tickets and is paid to the airport operator following completion of the flight.

The PSC is collected by MAHB in relation to airport services, hence several larger airports such as Kuching, Limbang, Miri, Mulu, Bintulu, Sibu and Tanjung Manis in Sarawak, Labuan and Kota Kinabalu, Sandakan, Tawau and Lahad Datu in Sabah incur the domestic PSC of RM11 for each RAS journey undertaken. However, MAHB has exempted the PSC at all STOLports such as Marudi, Bario and Mukah, to name a few.

3. Does MAVCOM foresee more RAS routes being commercially viable and opened to other airlines?

The Commission undertakes periodic reviews of the RAS network to determine if they have become commercially viable. Should it be the case, the Commission may recommend to the Federal Government to consider classifying a route to be commercially viable and allow other airlines to operate them.

Regulatory Services Charge

1. When will passengers start seeing the RM1 Regulatory Services Charge as part of their flight fare?

The RM1 Regulatory Services Charge was officially implemented on 1 May 2018. All flight tickets purchased from this date onwards will also see this charge included as part of the mandatory taxes and fees incurred.

2. Do all passengers have to pay this RM1 charge? Are there any exceptions?

The RM1 Regulatory Service Charge will be imposed on all air travellers departing from airports in Malaysia. However, there are several exemptions whereby the charge will not be imposed:

Transit passengers who disembark from a domestic/international flight and embark onto another domestic/international flight within a period of 12 hours

Involuntary rerouting due to technical issues, weather conditions or other valid reasons
Cabin crew on duty
Infants below the ages of two with or without a seat
Rural Air Services (RAS) flights operated by the RAS operator

It should also be noted that this charge is refundable in the event passengers do not depart on the flight purchased.

3. What will MAVCOM do with the amount collected?

The sole purpose of the RM1 Regulatory Services Charge is to fund MAVCOM’s operations and allow the Commission to function effectively as an independent regulator.

4. How will MAVCOM be using the monies collected?

MAVCOM is committed to being transparent and open about our operations in our financial reporting. Our annual accounts are audited by the Auditor General and our Annual Report containing our financial statements for the year under review will be made available for review on our website.

5. Will the Regulatory Services Charge keep increasing in the years to come?

The Regulatory Services Charge will be kept at a maximum amount of RM1 per departing passenger for the foreseeable future.

Contacting the Commission

1. How can I contact MAVCOM?

For consumer complaints, you may use our online form. For matters relating to Part VII (Competition) of the Malaysian Aviation Commission Act 2015, please email your enquiries to: competition@mavcom.my.

For any other enquiries, you can email us at enquiries@mavcom.my or call us at 03-2772 0600.