THE Malaysian Association of Tour and Travel Agents (MATTA) is glad that the Malaysian Aviation Commission (MAVCOM) spoke up regarding issues around air ticket refunds, despite MATTA already voiced its concerns about it numerous times.
Before MAVCOM released its statement, MATTA had reiterated the issue many times through its statements and have been actively engaging with key policy makers, including the Ministry of Tourism, Arts and Culture (MOTAC), MAVCOM and Tribunal for Consumer Claims.
MATTA vice president for air transportation Shazli Affuat Ghazali said: “We had foreseen the problem and hardship that affected consumers due to the ongoing pandemic and the unprecedented circumstances that have risen from limitations to air travel.
“It is a matter of principle to provide refunds for cancelled air tickets as most services are still not rendered due to the extraordinary situation.”
Shazli added that taking deposits for future services and the inability to provide refunds for the consumers is not prudent financial management despite the adverse conditions of the aviation sector, as many others are also currently facing fiscal problems and not just the airlines.
MATTA is in full support of MAVCOM finally acting duly to one of its functions in providing a mechanism for protection of consumers by directing the airlines to issue full refunds on cancelled air tickets.
“Airlines must cooperate and accommodate the requests by consumers as best as they can,” Shazli went on.
He continued by highlighting that it is also important to have this cancellation issue resolved as it can shift booking patterns and travel trends in the future.
‘It may also affect consumer’s confidence in travelling throughout these uncertain times, which is something that the airlines must bear in mind once they are able to fully render their services again,” concluded Shazli. – Feb 24, 2021