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Resources / FAQs

 

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 7 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).

 

 

 

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.