Mavcom: Complaints rose 23% in 2H17


The Malaysian Aviation Commision (Mavcom) has recorded an increase of 23.1% complaints on airlines and airports between July and December 2017 (2H17) compared to 586 cases in the previous year.

In its consumer report re- leased yesterday, the commission said it has resolved and closed 99.7% out of the total of 735 complaint cases lodged in the six-month period.

Among the recorded 721 complaints on airlines, Malaysia Airlines Bhd (MAB) represented 39.6%, the highest with 291 cases compared to 157 complaints in the same period in 2016.

Airlines that recorded the highest numbers after MAB were AirAsia Bhd and Malindo Air, which contributed 23% and 22.9% of total complaints received respectively.

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

Mavcom executive chairman Tan Sri Abdullah Ahmad (picture) said in a statement that the commission continues to welcome consumers to lodge their feedback and believes that the growing number of consumers who are aware of and empowered to exercise their rights will bode well for the sector in the long term.

“We are cognisant of our commitment to ensuring that these complaints are addressed, resolved and closed in a timely manner to helping Malaysian air travellers,” he said.

Based on the report, the top three complaints received by Mavcom were related to mishandled baggage, processing of refunds and flight delays, which collectively contributed to 63.3% of total complaints received.

The number of complaints for all three categories increased from the previous year with mishandled baggage seeing a notable 51.3% hike, primarily attributed to MAB and Malindo Air.

Mavcom’s consumer report recorded 64.9% of complaints for refunds, which were contributed by Malindo Air and AirAsia, while complaints related to flight delays hit 68.7%, with MAB and Malindo Air contributing 60.7% in the category.

The report also recorded 14 complaints on airport facilities and services, with KLIA and KLIA2 receiving the majority of the complaints, followed by airports in Sabah and Sarawak.

Mavcom has proposed some key amendments to be made to the Malaysian Aviation Consumer Protection Code, including the regulation of fees and charges levied on consumers such as refund of processing fees, administrative fees, fees for provision of special assistance and card processing fees.