IT is a normal practice in the aviation industry for airlines to charge a fee for name changes on tickets, said the Malaysian Aviation Commission (MAVCOM).
The commission was responding to criticism by former law minister Datuk Zaid Ibrahim who had previously accused it of failing to protect the interests of consumers.
Taking to X, Zaid had cited a recent incident where he was charged RM50 for correcting a minor error in his name while checking in for a flight, adding that he had been charged for the error in his booking details despite providing sufficient identification.
MAVCOM, in a statement to FMT, clarified that each airline had its own policy for name changes based on whether it was a minor or major change that might have implications on passenger information and identity.
“This is a global commercial practice aimed at ensuring smooth travel experiences,” a MAVCOM spokesperson was quoted as saying.
“Generally, (both) Malaysian and foreign airlines charge a fee for name changes. However, some airlines may allow minor spelling errors to be corrected free of charge.”
According to the spokesperson, airlines were responsible for ensuring the accuracy of passenger details such as names, identification, visa requirements, travel restrictions and other relevant information before boarding.
MAVCOM further stressed that airlines were responsible for maintaining a high level of transparency in their services to ensure that passengers could make informed decisions.
It further noted that airlines must also clearly communicate the fees associated with name changes to passengers in their terms and conditions.
“MAVCOM encourages consumers to read the terms and conditions carefully before purchasing a flight ticket. It is also important for consumers to provide accurate and up-to-date information to the airline to avoid boarding or travel complications,” the spokesperson pointed out.
In his post on X, Zaid said he was told at the check-in counter that his name did not conform with his identification card, with the “Mohd” being missing.
“I told her Zaid bin Ibrahim should be adequate. My photo was there on the identity card. She said I had to pay RM50 for the error. It’s in the rules,” he recounted.
“MAVCOM can’t protect passengers from such simple errors? Why are airlines allowed to charge for everything that moves?”
Zaid further recalled another incident in which a friend had booked a flight to Japan for his family months in advance, only for the airline to cancel the flight and told his friend that he would receive a refund in about 90 days.
“How convenient for airlines to retime their flights all the time. All they need to say is: ‘We apologise for the inconvenience caused’,” he lamented.
In response to this, the MAVCOM spokesperson explained that under the Malaysian Aviation Consumer Protection Code 2016 (MACPC), passengers are entitled to reimbursement of the full cost of the ticket within 30 days, inclusive of taxes and fees, for any unused portion of the journey.
Alternatively, passengers have the right to be rerouted to their final destination under comparable transport conditions without incurring extra charges.
“Airlines’ failure to comply with MACPC may result in a financial penalty. We urge consumers to reach out to us with their specific complaints so that we may thoroughly investigate and provide assistance,” it said. – April 17, 2024
Main pic credit: SoyaCincau.com
