Director of Consumer Affairs, Malaysian Aviation Commission (MAVCOM)
Mdm. Pushpalatha Subramaniam heads the Consumer Affairs Department in MAVCOM. In 2015, Pushpa was part of the establishment on the Malaysian Aviation Commission for Malaysia. She has been instrumental in establishing the first Malaysian Aviation Consumer Protection Code (MACPC) in 2016 in Malaysia, a regulation to protect travellers in the civil aviation industry.
Under her leadership, she had led the implementation of various consumer awareness and education initiatives, empowering travellers with information on their travel rights under the MACPC. In addition, her team has consistently achieved more than 90 per cent resolution of consumer complaints since the first year of MAVCOM’s operation.
Pushpa also leads the development of the Airports Quality of Service (QoS) Framework and oversees the implementation of the Framework with the aim of enhancing passenger’s convenience and comfort, more importantly ensuring efficiencies at airports in Malaysia. The QoS has been implemented at both the terminals at KLIA and work is still in progress for other airports in Malaysia.
Prior to this, she was the Senior Vice President in charge of customer experience in Malaysia Airlines (MAS) and later, Head of Customer Experience with Standard Chartered Malaysia.
Pushpa has more than 27 years of experience in the airline industry with niche expertise in managing consumer affairs. Pushpa holds a Bachelor’s in Business Administration (BBA) degree from the Royal Melbourne Institute of Technology (RMIT), Australia. She also spent five years on the Board of the Worldwide Airline Customer Relations Association (WACRA) and is a member of the International Aviation Women’s Association (IAWA).