This article first appeared in The Edge Financial Daily on September 20, 2018

KUALA LUMPUR: The Malaysian Aviation Commission (Mavcom) observed a 38.1% year-on-year increase in complaints lodged with the commission throughout the six-month period of January to June 2018, pointing to an improved level of awareness among consumers.

In its latest Consumer Report released yesterday, Mavcom provided a detailed look at the types as well as the frequency of complaints by consumers pertaining to both airlines and airports operating in the sector.

The report also detailed the Mavcom’s latest consumer-centric initiative, FlySmart, in line with its efforts to heighten the level of awareness among consumers of their rights throughout Malaysia.

Information on the Quality of Service Framework, aimed at improving service levels at airports in Malaysia, was also detailed in the report.

It was reported that Mavcom successfully resolved and closed 99.4% of the 858 consumer complaints received throughout the six-month period.

Furthermore, Mavcom highlighted that 53% of the resolved complaints resulted in the airlines reversing its initial decision for a resolution in favour of the consumers.

Its executive chairman Dr Nungsari Ahmad Radhi said the mandate of the commission includes protecting the interests of consumers while being tasked with the economic regulation of the aviation sector.

“We are glad to note a marked improvement in the level of consumer awareness as evidenced by the increase in the number of complaints received by the commission. The commission will continue to ensure that consumer complaints are addressed, resolved and closed expeditiously,” he said.

Of the total complaints, 49.8% were for Malaysia Airlines, an increment of 34.7% compared with last year, while AirAsia represented 22.4% of the complaints, marking an increase of 58.7%.

Compared to the same period last year, there has been an increase recorded for almost all categories of complaints with mishandled baggage, processing of refunds and flight delays being the top three complaint categories, and accounting for 57.4% of total complaints encountered.