“The commission will continue to ensure consumer complaints are addressed, resolved and closed expeditiously.”
DR NUNGSARI AHMAD RADHI, Malaysian Aviation Commission executive chairman
THE Malaysian Aviation Commission (Mavcom) says more complaints were received from consumers during the JanuaryJune period this year than those lodged in the period between July and December 2017.
According to its latest Consumer Report, there was a 38.1 per cent increase in complaints, which Mavcom said showed an improved level of awareness among consumers compared to the corresponding half-year period last year.
The report provided a detailed look at the types and frequency of complaints by consumers pertaining to both airlines and airports operating in the sector.
Out of the 858 consumer complaints received, Mavcom resolved and closed 99.4 per cent of the complaints during the six-month period, while 53 per cent of the resolved complaints resulted in the airlines reversing its decision in favour of the consumers.
“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 seen by the increase in the number of complaints received by the commission.
“The commission will continue to ensure that consumer complaints are addressed, resolved and closed expeditiously,” said Mavcom executive chairman Dr Nungsari Ahmad Radhi in a statement.
National carriers made up the bulk of the complaints received, led by Malaysia Airlines with 49.8 per cent, an increase of 34.7 per cent from the same period last year; AirAsia (22.4 per cent), up 58.7 per cent; and Malindo Air (13.9 per cent), an increase of 12.3 per cent.
For every one million passengers carried, Mavcom received an average of 20 complaints throughout the period, it said.
Mavcom said there was an increase recorded for almost all categories of complaints with mishandled baggage, processing of refunds and flight delays taking the top three categories. These contributed 57.4 per cent to total complaints encountered.
“The Consumer Report is a regular publication of the commission that also provides consumer feedback to the service providers in the industry as a means for them to improve the service quality,” added Nungsari.
The Consumer Report is available on Mavcom’s website at www.mavcom.my.