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Mavcom resolves 99.7% of total complaints received

March 13, 2018 3:51 AM
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PETALING JAYA: The Malaysian Aviation Commission (Mavcom) has successfully resolved and closed 99.7% out of the total of 735 complaint cases lodged with the commission throughout the six-month period of July to December 2017.

Releasing the commission's third issues of the Consumer Report, Mavcom said this marked an improvement in its performance even as the number of complaints lodged saw an increase of 23%, compared to the same period in the previous year.

Of the total complaints received, Malaysia Airlines represented 39.6%, rising to 291 complaints, compared to 157 complaints for the same period in the previous year.

AirAsia and Malindo Air represented 23% and 22.9% of total complaints received respectively.

However, Mavcom said the total number of complaints filed against AirAsia during the period decreased by 23.9%, while complaints against Malindo Air saw a 46.1% jump.

Throughout the six-month period, the commission revealed that it received an average of 17 complaints for every one million passengers, noting the top three complaint categories were mishandled baggage, processing of refunds and flight delays.

The number of complaints for all three categories increased from the previous year, with reported cases for mishandled baggage in particular seeing a notable jump, it added.

Meanwhile, it said consumers also lodged complaints with regards to airport facilities and services.

"While minimal, Mavcom noted a slight rise in the number of complaints received. KLIA and klia2 received the majority of complaints, followed by airports in Sabah and Sarawak."

Commenting on the amendments to the Malaysian Aviation Consumer Protection Code (MACPC), Mavcom executive chairman Tan Sri Abdullah Ahmad said the MACPC defines the rights of air travellers in Malaysia and is the platform through which consumers have been able to exercise their rights.

"Based on our findings over the past two years, whether through these Consumer Reports, feedback from consumers as well as other studies, we have identified key areas where the MACPC can be strengthened to ensure consumers are better protected.

"These amendments aim to achieve this as part of MAVCOM's continuous drive to protect the rakyat," he added.

Some of the proposed key amendments include the regulation of fees and charges levied on consumers, comprising the passenger service charge refund processing fees, administrative fees, fees for provision of special assistance and payment card processing fees.

The amendments are slated for implementation in the third quarter of 2018.


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