The Malaysian Aviation Commission (MAVCOM) has introduced a series of new policies as part of the amended Malaysian Aviation Consumer Protection Code (MACPC) 2024, aimed at enhancing passenger rights and ensuring greater transparency from airlines. MAVCOM’s Director of Consumer and Public Affairs, Pushpalatha Subramaniam, shared these updates during a recent media briefing.

1. Refunds for Flight Delays of 5 Hours or More

Airlines departing from Malaysia are now required to refund passengers within 30 days using their original mode of payment. This means:

- If payment was made by cash, the refund must be issued in cash.

- If paid by credit card, the refund must be credited back to the card.

- If paid with airline miles, the same miles must be reimbursed.

Airlines are prohibited from issuing vouchers that can only be used for future bookings. Additionally, for delays requiring an overnight stay, passengers are entitled to hotel accommodation and transport between the hotel and the airport.

2. Refunds for Online Travel Agency (OTA) Bookings

If the flight ticket was purchased through an OTA, the airline must first refund the OTA within 30 days. The OTA will then be responsible for refunding the passenger.

3. Provisions for Flight Delays of 2 Hours or More

In the case of delays of two hours or more, airlines are required to provide meals, access to phone calls, and internet services for affected passengers.

4. Refunds Due to Weather and Security Risks

If a flight is affected by weather or security risks, airlines must offer a refund using the original mode of payment. Should the passenger decline this refund, airlines may then offer alternatives such as travel vouchers or credit shells. Passengers have the right to choose their preferred refund option.

5. Refunds for Fuel Surcharges, Taxes, and Other Fees

For refunds related to fuel surcharges, taxes, or other additional fees, the same rules apply: passengers can opt for the refund in their original mode of payment, or they may choose alternative compensation such as travel vouchers or credit.

6. Removal of Cancelled Flights from Booking Platforms

When a flight is cancelled, it must be promptly removed from all booking platforms, including those managed by online and offline travel agents. This aims to prevent confusion among passengers.

7. Restrictions on Flight Schedule Changes

Effective January 1, 2025, airlines will no longer be permitted to alter flight schedules within two weeks of departure, except for unavoidable circumstances or technical reasons. Passengers must be notified of any schedule changes at least two weeks before departure.

8. No Misleading Advertisements

Airlines are now required to display all-inclusive prices, including all fees and charges, at the time of advertising and before ticket purchase. Airfare advertisements must not be false, misleading, or deceptive in any way.

9. Notification of New Departure Times

If flight times are changed by more than three hours, airlines must inform passengers of the new departure time as soon as the updated schedule is confirmed or at least 24 hours before departure.

10. Policy on Denied Boarding

Any passenger denied boarding must be informed at the check-in counter or departure gate before they board the aircraft.


Source / Image Credit : Rojakdaily, NST, Focus Malaysia