Friday 29 Mar 2024
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KUALA LUMPUR (March 13): The Malaysian Aviation Commission (Mavcom) has resolved and closed 99.7% out of the total of 735 complaint cases lodged throughout the six-month period of July to December last year, according to its third Consumer Report released today.

The report captured data on complaints received from the consumer on airlines and airports operating in the sector.

In a statement, the independent regulator said the number of complaints lodged saw an increase of 23% as compared with the same period in the previous year.

“Mavcom continues to welcome consumers to lodge their feedback, as we firmly believe that the growing number of consumers who are aware of and empowered to exercise their rights will bode well for the sector in the long-term,” said its executive chairman Gen (Rtd) Tan Sri Abdullah Ahmad.

“Of course, we are deeply cognizant of our own mandate to ensure that these complaints are addressed, resolved and closed in a timely manner,” he added.

Based on the report, Malaysia Airlines represented 39.6% of the total complaints received by Mavcom, while AirAsia 23% and Malindo Air accounted for 22.9% of the total complaints received.

An average of 17 complaints for every 1 million passengers throughout the six-month period was received, Mavcom added.

Among these, the top three complaint categories were mishandled baggage, processing of refunds and flight delays.

Meanwhile, consumers also lodged complaints with regards to airport facilities and services, of which Kuala Lumpur International Airport (KLIA) and Kuala Lumpur International Airport 2 (klia2) received the majority of complaints, followed by airports in Sabah and Sarawak.

Separately, Mavcom highlighted the proposed amendment to the Malaysian Aviation Consumer Protection Code (MACPC) — the practice code that defines the rights of air travellers in Malaysia and is the platform through which consumers have been able to exercise their rights.

“Based on our findings over the past two years, we have identified key areas where the MACPC can be strengthened to ensure consumers are better protected. These amendments aim to achieve this as part of Mavcom’s continuous drive to protect the rakyat,” he said.

Some of the proposed key amendments to be made to the MACPC include the regulation of fees and charges levied on consumers.

Additionally, it also includes the passenger service charge refund processing fees, administrative fees, fees for the provision of special assistance and payment card processing fees.

The amendments are slated for implementation in the third quarter of 2018 (3Q18), Mavcom said.

Mavcom is an independent body under the Malaysian Aviation Commission Act 2015 to regulate economic and commercial matters relating to civil aviation.

Its goal is to promote a commercially viable, consumer-oriented and resilient aviation industry which supports the nation’s economic growth.

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