Code en­sures rights and bet­ter pro­tec­tion for air pas­sen­gers

New Straits Times - - News -

Malaysian Avi­a­tion Con­sumer Pro­tec­tion Code 2016 (MACPC), which came into ef­fect last year, was the result of ex­ten­sive en­gage­ment with rel­e­vant stake­hold­ers and de­signed with con­sumers in mind.

Re­garded as a ma­jor mile­stone in the coun­try’s avi­a­tion in­dus­try, MACPC was adapted from in­ter­na­tional guide­lines such as the Mon­treal Con­ven­tion 1999 and the In­ter­na­tional Civil Avi­a­tion Or­gan­i­sa­tion’s Core Prin­ci­ples on Con­sumer Pro­tec­tion.

“What this means for con­sumers is that when they travel by air in and from Malaysia, their rights are clearly de­fined and pro­tected un­der the law.

“Th­ese rights cover deal­ings with air­lines, air­ports and other avi­a­tion ser­vice providers, in­clud­ing for­eign air­lines op­er­at­ing in and out of Malaysia,” Malaysian Avi­a­tion Com­mis­sion (MAVCOM) ex­ec­u­tive chair­man Tan Sri Ab­dul­lah Ah­mad said.

One of the key high­lights of the code is that air­lines and air­ports are given 30 days to re­solve con­sumer com­plaints. MACPC also pro­vides for com­pen­sa­tion and care for flight de­lays of two hours or more, flight can­cel­la­tions and lost or dam­aged lug­gage.

“This in­cludes ho­tel, ac­com­mo­da­tion and trans­port for de­lays of five hours or more, or when a stay be­comes nec­es­sary or a full re­fund or al­ter­na­tive flight, or if a flight is can­celled,” said Ab­dul­lah.

He said the most no­table case re­solved through the code was in as­sist­ing Rayani Air Sdn Bhd’s cus­tomers on charge­backs that in­volved en­gage­ment with Bank Ne­gara Malaysia and var­i­ous banks in fa­cil­i­tat­ing the process.

He said in the Rayani Air case, MAVCOM fa­cil­i­tated the suc­cess­ful re­fund amount­ing to about RM300,000.

To date, 87 per cent of the af­fected cus­tomers had been re­funded.

Ab­dul­lah said an­other ex­am­ple was the case of Ea­glex­press Air Char­ter Sdn Bhd, where MAVCOM re­voked the air­line’s air ser­vice per­mit (ASP) af­ter it failed to com­ply with spe­cific con­di­tions im­posed by the com­mis­sion within stip­u­lated time frames.

He said fol­low­ing the re­vo­ca­tion of Ea­glex­press’ ASP, MAVCOM worked with the Tourism and Cul­ture Min­istry to ad­dress matters for um­rah pas­sen­gers.

Dur­ing the year, MAVCOM had an­nounced a re­vi­sion to the Pas­sen­ger Ser­vice Charges (PSC) ap­pli­ca­ble for air­ports in Malaysia.

The re­vi­sion in­cluded the in­tro­duc­tion of a new and lower PSC tier for trav­els to Asean

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