Starting in September, airlines in Malaysia will be required to offer customers refunds for flight delays of five hours or more, according to the updated Malaysian Aviation Consumer Protection Code 2016 (MACPC). This change, announced by Transport Minister Anthony Loke, is part of efforts by the Malaysian Aviation Commission (MAVCOM) to strengthen consumer rights and protections for air travelers.
The new regulation mandates that airlines provide refunds at the original payment price for significant flight delays. This applies to all affected passengers who prefer not to continue their journey due to the delay. “This is a new option for customers who do not wish to continue their journey,” Loke said during a recent press conference.
In addition to flight delays, the refund policy extends to disruptions caused by extraordinary circumstances, such as adverse weather conditions. While airlines can offer alternative refund methods, such as travel vouchers or credit shells, passengers retain the right to choose their preferred refund method, ensuring that consumer choice is prioritized.
The amendments also specify that refunds must cover all charges, including fuel surcharges, taxes, fees, and other levies, even for non-refundable tickets, provided the flight was not used. This broad coverage reflects the updated MACPC’s focus on comprehensive consumer protection.
Further enhancements under the MACPC include a requirement for airlines to remove canceled flights from all booking systems, both online and through travel agencies. Additionally, airlines must communicate any changes to the Scheduled Departure Time (STD) at least two weeks before the flight, except in cases of extraordinary circumstances or unavoidable technical issues. This particular provision will take effect in January 2025.
Airlines are also obligated to inform passengers at check-in or the departure gate if they are being denied boarding due to overbooking, preventing the inconvenience of passengers being asked to disembark after already boarding the aircraft.
In terms of passenger complaints, the revised code extends the submission window from one year to two years, giving customers more time to address issues related to their flight experiences.
“Failure to comply with MACPC may result in a maximum financial penalty of RM200,000. In cases of second or subsequent non-compliance, a penalty 10 times the amount of the initial financial penalty will be imposed,” Loke added.
Anthony Loke emphasized that these changes represent significant improvements in consumer rights within the aviation sector, highlighting MAVCOM’s ongoing role in monitoring airline adherence to these standards.
Source: here.
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