The Malaysian Aviation Commission (MAVCOM) has announced significant enhancements to the Malaysian Aviation Consumer Protection Code 2016 (MACPC), reinforcing its commitment to safeguarding consumer rights within the aviation industry. These key amendments are designed to provide greater transparency, accountability, and flexibility for air travellers in Malaysia.

The latest updates include:

1. Refunds for Flight Delays

Airlines are now required to offer passengers a refund in the original mode of payment for flight delays of five (5) hours or more. This provides consumers with the choice to cancel their journey should they decide not to proceed.

2. Refund Options for Extraordinary Disruptions

In the event of flight disruptions caused by extraordinary circumstances, airlines must first offer refunds in the original form of payment. While alternative options such as travel vouchers or credit shells may be provided, consumers retain the right to choose their preferred refund method.

3. Mandatory Refunds of Additional Charges

Fuel surcharges, taxes, and other fees, including the departure levy, Passenger Service Charges (PSC), and carbon fees, must be refunded for flights that passengers did not board, regardless of whether the ticket was classified as refundable or non-refundable.

4. Removal of Cancelled Flights from Booking Platforms

Airlines must ensure that all cancelled flights are promptly removed from all booking platforms, including those operated by online and offline travel agents. This measure is to prevent consumers from inadvertently purchasing tickets for flights that are no longer available.

5. Advance Notification of Schedule Changes

Any change to a flight’s Scheduled Time of Departure (STD) must be communicated to passengers at least two (2) weeks in advance, except in cases of extraordinary circumstances or unavoidable technical issues. This provision will come into effect in January 2025.

6. Protection Against Denied Boarding

Passengers must be informed of any denied boarding due to overbooking at the check-in counter or boarding gate. Offloading passengers who have already boarded the aircraft is strictly prohibited.


7. Extended Timeframe for Consumer Complaints

The time limit for lodging consumer complaints has been extended from one (1) year to two (2) years, giving travellers more time to seek recourse for grievances. These enhancements reflect MAVCOM’s ongoing efforts to uphold high standards of consumer protection and to foster greater confidence in Malaysia’s aviation sector.


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