PETALING JAYA: Air passengers and consumer groups welcomed the requirement for airlines to offer passengers of delayed flights the option of a full fare refund but said the reimbursement process must be easy and fast.
Entrepreneur Norulain Hassan, 45, said she avoided applying for refunds as she felt that the reimbursement was complicated and tedious.
The frequent air traveller said it was easier to accept vouchers or credit offered by airlines whenever there is a delay.
“I have tried to apply for a fare refund and the procedure was tedious no matter which airline.
“It was form after form to fill and then you aren’t notified of when you will receive the refund.
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“I hope the refund process will improve as sometimes travellers need the money as compensation for the inconvenience faced,” she said.
Norulain said the refund process varies between airlines and that it was harder to claim when travelling domestic.
Mohd Azril Hamidi Abdullah, 38, said the move would hopefully spur airlines to improve their services.
“I just came back from Bangkok and Langkawi and both times the same low cost airline delayed my flight. My family and I were stuck at the airports for hours.”
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Having been stranded a few times for long hours due to flight delays, Azril hoped that affected passengers can get their money back fast.
Federation of Malaysian Consumers Associations chief executive officer Dr Saravanan Thambirajah said a clear deadline for refunds would empower consumers.
“Whenever a dispute arises, the consumer can know when to lodge a report and empower their rights against the airlines,” he added.
Consumers’ Association of Penang president Mohideen Abdul Kader said a cash refund or a direct credit to the person’s account is more flexible and fairer than credit shells, which usually come with restrictions like expiration dates.
Mohideen said cash refunds would enhance consumer protection by offering greater autonomy and flexibility over travel plans.
“If someone cannot travel within the specified time-frame, they essentially lose their money.
“Providing an alternative cash refund or direct credit would allow customers to use their funds as they see fit, without the pressure of time constraints.
“This approach would be especially important for individuals with unpredictable schedules or those facing circumstances that prevent them from travelling within the given period,” he said.
