Better deal for air travellers

> Prompt refunds, changes to service fees among reforms proposed by Mavcom

PETALING JAYA: Under proposed changes to the Aviation Consumer Protection Code, airlines will have to remit refunds to passengers within 30 days from the date of request.

Malaysian Aviation Commission (Mavcom) said this was one of the proposed changes to further safeguard the rights of consumers.

The commission said passengers commonly overlook certain terms when buying tickets.

“Airlines will be required to bring the top five terms and conditions to the attention of passengers when they book their ticket,” it said.

“This includes the postponement 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.”

Mavcom said airlines have been charging consumers between RM15 and RM300 for processing passenger service charge (PSC) refunds.

Under the proposed reforms, airlines will be prohibited from imposing any fee for PSC refunds.

Mavcom said it is also looking at ensuring that airlines clearly display all fees and charges on the ticket.

These include the administrative and processing fees, and the fuel surcharge.

The new provisions in the code will also prohibit airlines from charging any fee for rendering assistance to any passenger with disabilities or those who require special aid.

The commission said this will be subject to the passenger producing either the OKU card or any document from a registered doctor confirming the requirement for such assistance.