MAVCOM GETS 11.9PC MORE COMPLAINTS
Commission resolves 99.6pc of grudges received in the period
THE Malaysian Aviation Commission (Mavcom) received 11.7 per cent more consumer complaints from July to December last year than the same period in 2017.
In its fifth issue of the Consumer Report, Mavcom said 821 complaints were lodged against airlines, while 11 were made against the airports.
Of the total, 573 complaints were incomplete and could not be properly evaluated, while 139 complaints on airlines or airports had been provided with a resolution in line with the requirements of the Malaysian Aviation Consumer Protection Code 2016 (MACPC).
Sixty-nine more complaints were not taken further as they were made more than a year from the incident date, beyond MACPC’s scope or not related to the aviation industry.
Mavcom said it had resolved and closed 99.6 per cent of the complaints received during the six-month period.
The commission noted that 55 per cent of the resolved complaints involved airlines reversing their initial decision for a resolution in favour of consumers.
Malaysia Airlines Bhd recorded 413 complaints, up 41.9 per cent.
This was followed by AirAsia Bhd with 230 complaints, an increase of 36.1 per cent, while Malindo Air posted a 58.9 per cent drop in complaints to 69.
Mavcom said mishandled baggage, processing of refunds as well as flight delays made up the top three complaint categories. These three categories together contributed 51.6 per cent to total complaints received.
Complaints about airports decreased by 21.4 per cent during the reporting period, with dissatisfaction mainly related to airport facilities, airport security and special assistance.
The Consumer Report also included information on FlySmart, an initiative to educate consumers on their air travel rights.