Malaysia Airlines received the most consumer complaints in the first half of 2019, with 413 cases lodged against the airline. This is despite a decrease from the 427 complaints received by the airline from January to June in 2018.
According to the Malaysian Aviation Commission's (MAVCOM) sixth bi-annual Consumer Report, AirAsia and Malindo Air are ranked next, with 183 and 103 complaints respectively. AirAsia recorded a 4.7% decrease whilst Malindo Air recorded 13.4% decrease compared to the previous period. Mishandled baggage, processing of refunds and online booking were the top three complaint categories, making up 48.2% in total.
Overall, MAVCOM observed a drop in the number of complaints registered in comparison to the report from the corresponding period last year. It reported a total of 810 complaints during the first half of 2019, a 5.6% from 858 complaints lodged last year. MAVCOM successfully resolved and closed 99.3% of the complaints.
Of the 810 complaints, 798 were lodged against airlines while 12 were lodged against airports. Complaints against airports mainly concern airport facilities, airport security, and customer service.
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MAVCOM also outlined the commission’s on-going initiatives to heighten consumer rights in the report. This includes amendments to the Malaysian Aviation Consumer Protection Code, enforced on 1 June 2019. Amendments entail full disclosure of airfare at the point of advertisement and payment where hidden charges are eliminated, as well as the necessity for refunds to consumers by airlines to be made within 30 days.
As part of its continuous efforts to ensure passengers’ comfort at airports nationwide, the commission has also extended the development of its Airports Quality of Service Framework to three other airports – Sultan Abdul Aziz Shah Airport, Langkawi International Airport , and Kota Kinabalu International Airport. It targets to implement the evaluation by the first quarter of 2020.
MAVCOM executive chairman Nungsari Ahmad Radhi said the reduction of the complaints is an indication of progress as the commission reflects on the service received by the consumers from aviation service providers. He added: “MAVCOM was established with the purpose of protecting consumer rights, and our objective is to foster and promote a civil aviation industry that is consumer-oriented, whilst supporting the nation’s economic growth."
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