KUALA LUMPUR: The Malaysian Aviation Commission (Mavcom) received 2,083 complaints in the first half of 2024, a 32% decrease from 3,063 complaints in the same period last year.
In a statement yesterday, Mavcom said its bi-annual Consumer Report for the period showed that 98% (2,038) of complaints were related to airlines, while the remaining 2% (45) concerned airport services.
Among airlines, Firefly had the highest number of complaints per one million passengers, registering 166 complaints, followed by Batik Air (139) and AirAsia X (127).
“The top three categories of complaints were flight cancellations, mishandled baggage and flight delays, which together accounted for 42% of the total,” Mavcom said.
It noted that Malaysia Airlines, MASwings and Firefly each achieved a resolution rate of over 90% within 30 days. For airport-related complaints, 89% were resolved within the same 30-day period.
Mavcom resolved and closed 97% (2,028) of the complaints received in the six months, with 45% resolved in favour of consumers – often leading to airlines reversing initial decisions to provide more equitable outcomes.
According to the Bernama report, Mavcom said 579 complaints were deemed not actionable due to incomplete documentation or issues beyond the commission’s jurisdiction.
Mavcom executive chairman Datuk Seri Saripuddin Kasim said the report comes at a crucial time as air travel demand continues to rise, presenting both opportunities and challenges.
He said this development aligns with recent enhancements to the Malaysian Aviation Consumer Protection Code 2016 (MACPC), which offers increased protection for consumers during air travel.
“We stress the importance of the industry prioritising consumer concerns and strongly recommend utilising the insights within the report as a valuable resource.
“The commission is committed to closely monitoring and assessing the industry’s performance to uphold high standards of service and consumer protection,” he added.
