IT seems that the disgruntlement of AirAsia passengers who had to grapple with flight delays and rescheduling without adequate notice during the recent peak travel season has not landed on deaf ears.
Against the backdrop of mounting pressure from the Domestic Trade and Consumer Affairs Ministry (KPDNHEP) and Transport Ministry, the Malaysian Aviation Commission (MAVCOM) has compelled all ‘guilty’ airlines to submit relevant data regarding flight schedule disruptions over the festive period from April 29 to May 9.
This is to enable the commission to gain an objective, accurate and comprehensive view of situation on the ground, including actual scheduled flights versus the total number of re-scheduled flights by all airlines that have occurred during the said festive period.
MAVCOM further said that the Malaysian Aviation Consumer Protection Code (MACPC) which was introduced in 2016 and further strengthened in 2019 would serve as a reference point to protect the interests of air travelling consumers.
Under the MACPC, airlines are required to communicate any change in flight status to consumers as soon as practicable. For delays of two hours or more, the operating airline must provide care including meals, telephone calls and internet access.
For delays that last five hours or more, the airline concerned should provide accommodation, and transport if a stay becomes necessary. If the timing of the rescheduled flight does not meet the consumer’s purpose of travel, a refund of the flight ticket should also be made by the airline.
“Consumers who have faced delays or flight issues and did not receive the proper care are asked to lodge a formal complaint with the airline in question,” MAVCOM executive chairman Datuk Seri Saripuddin Kasim pointed out in a media statement issued late yesterday (May 10).
“Furthermore, consumers are encouraged to forward their complaints to MAVCOM via the FlySmart website at www.flysmart.my or the FlySmart mobile app together with the proper documentation to facilitate an effective investigation.”
Saripuddin further noted that MAVCOM is currently refining the MACPC to enhance the protection of consumers, especially during unprecedented situations.
“This will be a priority for MAVCOM and we will continue to ensure that industry players remain compliant with the MACPC and that consumer rights are continuously upheld,” he added.
Meanwhile, Domestic Trade and Consumer Affairs Minister Datuk Seri Alexander Nanta Linggi must be credited for prioritising consumer grievances over protocol given the aviation industry is under the purview of the Transport Ministry.
In this regard, the Nanta has instructed his officers to make a preliminary study in terms of consumer interest under the ministry’s purview and contacted AirAsia’s management for feedback.
This centres on issues pertaining to flight delays, review of flight schedules up to more than six hours as well as consumers’ eligibility for compensation in the event of flight delays.
“For the convenience of consumers, I asked AirAsia to provide a flow chart on the process of filing a formal complaint for compensation, subject to the guidelines set by MAVCOM as the regulatory agency on the issue,” he added in a tweet on his official Twitter account yesterday. – May 11, 2022
