In a major win for airline passengers in Malaysia, the Malaysian Aviation Commission (Mavcom) has reaffirmed that consumers are entitled to a full refund if their flight is delayed by five hours or more.
This ruling, which came into effect on September 1, 2024, under the enhanced Malaysian Aviation Consumer Protection Code 2016 (MACPC), aims to provide greater consumer rights, transparency, and accountability within the aviation sector.
Mavcom’s Director of Consumer and Public Affairs, Pushpalatha Subramaniam, clarified that airlines, both local and international, are now required to offer passengers a refund in their original mode of payment. She stated that this is a new option for consumers who do not wish to continue their journey or if their travel purpose is no longer relevant.
Refunds Now the Priority
While airlines can still provide credit shells and travel vouchers, they must first offer passengers a full refund in the original payment method. The enhanced MACPC makes it clear that the final decision rests with the consumer.
Importantly, this right to a refund applies even in situations beyond the airline’s control, such as severe weather conditions, air traffic control restrictions, or natural disasters.
Passengers who opt for a refund will also receive reimbursements for taxes, surcharges, departure levies, passenger service charges (PSC), and other fees: even for non-refundable tickets.
Airlines Face Hefty Fines for Non-Compliance
Mavcom has introduced strict measures to enforce compliance. Airlines that fail to adhere to these regulations face financial penalties of up to RM200,000 for the first offence, with subsequent violations attracting fines up to 10 times that amount.
Pushpalatha disclosed that Mavcom has already imposed RM4.85 million in penalties for past non-compliance.
Greater Transparency for Flight Changes
Another major update to the MACPC is the requirement for airlines to notify passengers of any changes to their scheduled departure time at least two weeks in advance. While airlines can still make schedule adjustments due to technical or weather-related reasons, they are no longer permitted to alter flight timings within two weeks of departure for commercial reasons.
To protect passengers from fraudulent bookings, airlines must now promptly remove cancelled flights from all booking platforms, including those operated by online and offline travel agents.
Protections Against Overbooking
For passengers affected by overbooking, airlines are now obligated to inform them at check-in or at the departure gate. Crucially, offloading passengers who have already boarded the plane is strictly prohibited.
Mavcom has also extended the complaint submission window from one year to two years, giving passengers more time to seek redress for flight disruptions. However, passengers are encouraged to report issues as soon as possible to expedite resolutions.
A Step Forward for Passenger Rights
This strengthened consumer protection framework signals a significant shift in the aviation industry, ensuring that passengers are not left stranded without compensation.
By holding airlines accountable, Mavcom aims to restore confidence in air travel and improve service standards across the board.
For Malaysian travelers, these new regulations provide a powerful safeguard against flight disruptions, reinforcing the principle that passengers' rights should always come first.
By: Kpost
Information Source: DailyExpress
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