Mavcom resolves almost all aviation complaints

PETALING JAYA: Almost all of the airrelated complaints lodged in the second half of last year have been successfully resolved by the Malaysian Aviation Commission (Mavcom).

The commission said in a media release that 99.7% of the 735 complaints lodged by consumers in the second half of 2017 were successfully resolved, a marked improvement in its performance.

This was despite a 23% jump in the number of complaints lodged compared to the same period in 2016.

“There were an average of 17 complaints received for every one million passengers in the period.

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

“The number of complaints for these three categories increased from the previous year, with reported cases for mishandled baggage seeing a notable jump,” it added.

Consumers also filed slightly more complaints regarding airport facilities and services, with KLIA and klia2 getting the majority of grouses, followed by airports in Sabah and Sarawak, it said.

In the same release, Mavcom executive chairman Gen (Rtd) Tan Sri Abdullah Ahmad said Mavcom continues to welcome consumers to lodge their feedback, as it firmly believes that the growing number of consumers who are aware of and empowered to exercise their rights will bode well for the sector.

Mavcom also released its third consumer report since the commis sion was set up on March 1, 2016.

It noted that Malaysia Airlines represented 39.6% or 291 of the total complaints lodged – a rise from 157 complaints lodged in the July to December 2016 period.

For AirAsia (23% of total complaints filed), the amount decreased by 23.9% compared to the previous period.

Malindo Air’s 22.9%, meanwhile, saw a 46.1% jump in the number of complaints filed compared to the corresponding period in 2016.