Airline passengers becoming more aware of their rights: Mavcom

PETALING JAYA: Airline passengers are becoming more aware of their rights and this has resulted in a higher number of complaints lodged in the first six months of 2018.

Malaysian Aviation Commission (Mavcom) executive chairman Dr Nungsari Ahmad Radhi said from January to June 2018, the fourth issue of the Consumer Report saw a 38.1% increase in complaints lodged with the Commission compared to the previous report from July to December 2017.

He added that the report looked at complaints by consumers pertaining to both airlines and airports

“Mavcom had a high success rate in resolving complaints amidst the increase in the number of complaints lodged. Out of the 858 complaints received, Mavcom successfully resolved and closed 99.4% of the complaints throughout the six-month period with 53% of the resolved complaints resulting in the airlines reversing its initial decision for a resolution in favour of the consumers,” he said.

Nungsari said Mavcom's latest consumer-centric initiative, FlySmart, was in line with the Commission's efforts to heighten the level of awareness among consumers and their rights.

“While we are tasked with the economic regulation of the aviation sector, our mandate includes protecting the interests of consumers as well.

“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,” he said.

Nungsari said 49.8% of the complaints lodged was against Malaysia Airlines.

He said 22.4% of the complaints were against AirAsia while 13.9% of complaints were registered against Malindo Air.

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Nungsari said compared to the same period in the previous year, an increase was recorded for almost all categories of complaints with mishandled baggage, processing of refunds and flight delays being the top three.

He said these three categories together contributed to 57.4% of the total complaints received.

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