CONVERGENCE JULY - AUGUST 2016

Airlines
One of the key highlights of the
MACPC is that airlines and airports
are now given 30 days to resolve
consumer complaints. This new
minimum service levels and standards
will benefit the consumers directly. In
essence, airlines and airports have a
responsibility to reply and provide a
resolution to consumer complaints
within 30 days.
With the Code in place, there is
increased protection of consumer
rights which include compensation
and care for flight delays of two hours
or more, flight cancellations and lost
or damaged luggage.
WILL MAVCOM EDUCATE
TRAVELLERS ABOUT THEIR RIGHTS?
One of MAVCOM’s main priorities is to create awareness and
protect consumer rights in the aviation industry in Malaysia.
In line with this, we will have campaigns to ensure consumers
are educated and aware of their rights.
The first step taken by MAVCOM was to develop a website
with a dedicated consumer section to provide relevant
information to consumers on their rights. MAVCOM’s website
was launched in May 2016.
WILL THERE BE A CONSUMER AWARENESS
AND EDUCATION CAMPAIGN?
Yes, a campaign will run throughout the second half of 2016.
We have just started with the first phase of the campaign in
July 2016 with placement of notices and distribution of
pamphlets at selected airports in Malaysia.
dedicated Consumer Affairs team, we have addressed all
these complaints and resolved more than 116 of these
complaints. Meanwhile, we have also received 319 complaints
related to Rayani Air, which we are addressing on a special
case basis. The top three type of complaints received were
related to refunds, online booking issues and flight cancellation.
MAVCOM has provided an avenue in our website for consumers
to lodge a complaint, if an airline or airport fails to resolve
consumer complaints within 30 days.
Essentially, the Commission wants the airlines and airports to
take accountability for their consumer complaints and to be
efficient in managing their issues.
For the second phase of the campaign, we intend to have
notices up at all Malaysian airports by October 2016. We are
currently also looking at alternative platforms for dissemination
of information with regards to consumer rights.
DOES MAVCOM ONLY COVER MALAYSIAN
TRAVELLERS? WHAT ABOUT INTERNATIONAL
TRAVELLERS?
The MACPC covers all passengers flying into and out of
Malaysia and covers both local and foreign airlines, regardless
of nationality.
WE UNDERSTAND THAT MAVCOM HAS A
CONSUMER MANAGEMENT SYSTEM TO
ATTEND TO COMPLAINTS FROM
CONSUMERS. HOW MANY COMPLAINTS
HAS MAVCOM RECEIVED SINCE IT BEGAN
OPERATING? HOW MANY OF THOSE HAVE
BEEN RESOLVED?
Since March until end of June 2016, the Commission has
already attended to a total of 130 complaints and with a
MAVCOM will be working closely with the airports and airlines
and will be tracking the timeliness and quality of the responses
to ensure they comply with the requirements in the MACPC.
Any non-compliance to this requirement will constitute a
breach to the Code and the airlines are subject to penalties.
We encourage consumers to visit MAVCOM’s website to
understand their rights as a consumer before, during and after
their travel.
MAVCOM can be accessed at www.mavcom.my/en/home
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