Good news for air travelers in Malaysia! The country has officially enacted a new regulation that provides greater protection for air travel consumers. Passengers who experience flight delays now have the right to a refund.
Through an amendment to the Malaysian Aviation Consumer Protection Code (MACPC) 2016, the Malaysian Aviation Commission (MAVCOM) has mandated that airlines must provide passengers with a full refund if their flight is delayed by five hours or more, effective September 2.
Transport Minister Anthony Loke hailed the new regulation as a significant step forward in consumer protection, as previously airlines were only required to provide basic amenities such as food.
Under the regulation, passengers will be entitled to a full refund if their flight is delayed by five hours or more, regardless of whether they choose an alternative flight or cancel the flight and buy a new one.
New Refund Rules: What You Need to Know!
According to the latest amendment, refunds to passengers will be processed using the original method of payment. This policy also covers situations where flights are canceled due to emergencies such as extreme weather changes. However, airlines may offer alternative options such as vouchers, but the final decision remains with the passenger.
Starting January next year, airlines will be required to notify passengers at least two weeks before the scheduled departure date, unless the change is due to unforeseeable circumstances or urgent technical problems.
In addition, as part of consumer protection measures, all canceled flights must be removed from all ticket booking platforms, both online and offline. In cases of overbooking, airlines must inform affected passengers from the outset, either at the check-in area or at the departure gate.
Another piece of good news is that the time frame for filing complaints about flight problems will be extended to two years. This means that passengers will have more time to report any complaints they may have.
The Malaysian government has also set a maximum fine of 200,000 ringgit (US$46,290) for airlines that violate the new regulations. Fines may be higher for airlines that commit repeat offenses.
Quick Guide for Delayed Flights
Each airline in Malaysia has different policies and procedures for handling flight delays. Therefore, before choosing an airline, it is important for prospective passengers to understand each airline’s policies regarding flight delay management.
Passengers of Malaysia Airlines who experience flight delays and wish to file a refund claim can contact customer service at 1-300-88-3000 (for domestic calls) or +603-7843-3000 (for international calls).
In cases where a delay causes passengers to miss a connecting flight, the airline will attempt to facilitate the transfer of passengers to an alternative flight or another airline, provided the connecting flight was booked under a single ticket.
Meanwhile, AirAsia offers flexibility for passengers facing flight disruptions. Passengers can choose to reschedule their flight without additional charges, store the ticket value as credit for future travel, or request a refund.
For Firefly, if a flight is delayed, they will arrange an alternative flight at no additional cost if the new fare is higher. However, if the new fare and fees are lower, the airline will refund the difference. The airline will also provide meals, drinks, internet access, accommodation, or airport transportation as needed.
If issues remain unresolved, passengers can file a complaint with MAVCOM through FlySmart website, which will provide an initial response within seven days and resolve the complaint within 30 days.
