Mavcom resolves 99.7pc complaints

KUALA LUMPUR: The Malaysian Aviation Commission (Mavcom) has resolved and closed 99.7 per cent of the 735 complaints lodged with it for a six-month period.

In its consumer report for the July-December period last year, the commission revealed that 39.6 per cent of the total complaints were filed against Malaysia Airlines, increasing to 291 complaints from 157 in the previous year.

Twenty-three and 22.9 per cent were on AirAsia and Malindo Air, respectively.

However, the number of complaints against AirAsia decreased by 23.9 per cent, while those against Malindo Air surged 46.1 per cent.

Mavcom received an average of 17 complaints for every one million passengers throughout the six months.

The top three complaint categories were on mishandled baggage, processing of refunds and flight delays.

Meanwhile, Mavcom has 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,” Mavcom executive chairman Tan Sri Abdullah Ahmad said.

The proposed key amendments include the regulation of fees and charges levied on consumers, such as passenger service charge refund processing fees and administrative fees.

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