MAVCOM ramps up efforts with enhancements to consumer protection code

KUALA LUMPUR, Oct 19 (Bernama) -- The Malaysian Aviation Commission (MAVCOM) has released a consultation paper on the proposed amendments to the Malaysian Aviation Consumer Protection Code (MACPC).

In a statement today, MAVCOM said the proposed amendments include protection concerning refunds, passenger entitlement, travel passes and removal of cancelled flights from airlines’ booking systems, among others.

Executive chairman Datuk Seri Saripuddin Kasim said MAVCOM organised its inaugural international aviation webinar on June 28 to explore the latest developments in global air passenger protection and future trends with global aviation and consumer protection experts.

In addition, other stakeholder engagement efforts and analysis of complaints lodged with MAVCOM have provided further insight into the proposed enhancements to the MACPC, he said.

“It is integral to the commission that we take this step together with relevant stakeholders to make certain that they are fully aware of MAVCOM’s expectations in the elevation of aviation consumer rights,” he said.

To recap, as enforced since 2016, MACPC requires airlines to refund travellers if flights are cancelled or significantly changed.

MAVCOM said some of the changes proposed in the 2022 MACPC include refunds in the original mode of payment for flight disruptions.

This new provision will effectively eliminate any inconsistencies in the types of refunds accorded to consumers.

Additionally, the commission further proposes that airlines should offer a refund in the original mode of payment should a flight be delayed.

The consultation paper also proposes a new provision to protect consumers who have paid monies in advance for flight tickets or travel passes in the event the airline is unable to render services as promised due to a financial crisis such as a debt restructuring exercise, liquidation, or licensing issues.

“Where an airline anticipates disruption to its operations, it is proposed that airlines should notify and submit a plan detailing consumer redress to MAVCOM, which can then take appropriate steps to ensure the protection of consumers,” it said.

Calling for public feedback, the commission targets to implement the enhanced MACPC in the first quarter of 2023.

All feedback and views must be in writing and must be delivered before 5pm on Nov 7, 2022 via MAVCOM’s website at www.mavcom.my.

-- BERNAMA