The Malaysian Aviation Commission (Mavcom) releases its third Consumer Report that captures data on complaints received from consumers, started from the period of July - December 2017.

KUALA LUMPUR: The Malaysian Aviation Commission (Mavcom) has resolved and closed 99.7 per cent out of the total of 735 complaint cases lodged with the commission throughout the six-month period.

In its third Consumer Report that captured data on complaints received from consumers, started from the period of July - December 2017, the Commission revealed that Malaysia Airlines represented 39.6 per cent of the total complaints received by Mavcom, rising to 291 complaints from 157 complaints received in the previous year.

AirAsia and Malindo Air represented 23 per cent and 22.9 per cent of total complaints received, respectively.

However, the total number of complaints filed against AirAsia decreased by 23.9 per cent, while complaints against Malindo Air saw a 46.1 per cent jump.

The commission said it received an average of 17 complaints for every one million passengers throughout the six-month period.

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

Mavcom noted that the number of complaints for all the three categories increased from the previous year, with reported cases for mishandled baggage in particular seeing a notable jump.

Consumers also lodged complaints with regards to airport facilities and services, mainly at the Kuala Lumpur International Airport (KLIA) and KLIA, followed by airports in Sabah and Sarawak.

"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 Mavcom executive chairman Tan Sri Abdullah Ahmad.

The report provides an in-depth look into common complaints on airlines and airports operating in the sector, emphasising on driving a consumer-oriented and robust aviation industry in Malaysia.

Abdullah said the commission is deeply cognisant of its own mandate to ensure those complaints are addressed, resolved and closed in a timely manner.

“Indeed, the fact that we have successfully done so is a hallmark of our steadfast commitment to helping Malaysian air travellers,” he added.

The report was also Mavcom’s testament to its continuous dedication towards protecting consumer rights.

The current report marked an improvement in Mavcom’s performance with a 23 per cent increase in number of complaints lodged compared with the same period a year ago.

On another note, Mavcom outlined its proposal on the amendments to the Malaysian Aviation Consumer Protection Code (MACPC), a platform that defines the rights of air travellers in Malaysia.

“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,” he said.

Mavcom said some of the proposed key amendments to be made to the MACPC include the regulation of fees and charges levied on consumers such as passenger service charge (PSC) refund processing fees, administrative fees, fees for provision of special assistance and payment card processing fees.

Mavcom said the amendments are slated for implementation in third quarter this year.

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