Mavcom seeks further protection for travellers

PETALING JAYA: Airlines will be required to remit refunds due to air passengers within 30 days from the date of the request by travellers, and can no longer charge fees for rendering special assistance to passengers.

Travellers are also entitled to a full refund of the passenger service charge (PSC) if they do not proceed with their journey, and airlines will no longer be allowed to impose any fee to facilitate the refunds.

Not all airlines currently refund the unused PSC portion to passengers, some of whom do not know that they have the right to that monies. There are airlines that pocket the fees that amount to RM50mil-RM60mil a year.

The industry regulator, the Malaysian Aviation Commission (Mavcom), is seeking to amend and add some new provisions to the Malaysian Aviation Consumer Protection Code 2016 (MACPC) in its bid to protect travellers.

It has posted a consultation paper on the matter on its website and hopes for feedback from the public before March 22.

The commission said some airlines have been charging consumers between RM15 and RM300 for processing PSC refunds, which could be more than the prescribed PSC rate.

Mavcom said airlines would be prohibited from charging any fee for rendering special assistance to any passenger with a disability or requires special assistance as long as they can provide the necessary documents.

It is also proposing for more clarity in the way the airlines charge their fees. Mavcom said airlines would be required to state clearly the fees and charges they impose on travellers, as currently “consumers are obliged to pay certain unavoidable and mandatory fees or charges” that they are not aware of.

The proposal is for airlines to display the airfares clearly, state the optional/ancillary services that the passenger opts for, and any fee charged or taxes imposed under any written law.

Fees such as administrative fees, processing fees and fuel surcharges have to be factored into the airfare.

“Airlines will be required to bring the top-five terms and conditions to the attention of passengers when they book their tickets.

“This includes the change or cancellation fee, no-show fee, whether the ticket has a refund value, baggage allowance and requirement for passengers to ensure they have the necessary travel documents,” the commission said.

The amendment includes flight cessations and cancellations.