(Sinchew Daily/ANN) - Starting 1 June, consumers should no longer be worried about hidden charges when buying air tickets.
Once the amendment made by Malaysian Aviation Commission (MAVCOM) on the Malaysian Aviation Consumer Protection Code 2016 takes effect on 1 June, airline companies are to indicate the final price of the air tickets in the advertisement and at the point of sales including the government-imposed tax and fees, fees prescribed by the law and fuel surcharge.
In other words, the airline companies can no longer impose other fees once the final price is shown.
Deputy Transport Minister Datuk Kamaruddin Jaafar said the amendment also states that refund of air tickets is to be completed within 30 days if the air-tickets are purchased directly from the airline company.
If the air ticket is purchased via a travel portal or agent, the airline company would need to refund the agent or the travel portal within 30 days for consumers to settle refund with the parties after that. Speaking to reporters after attending the launch of Fly Smart App, Kamaruddin said consumers can lodge complaints within one year.
On the refund of passenger service charge, he said airline company can only impose 5% of administrative charges if the traveller did not board the plane for promotional air fare or non-refundable tickets.
For tickets purchased at normal fare where a traveller has missed the flight, airline companies are not allowed to charge administrative fees for the refund.
Kamaruddin said airport operators are to display the rules and regulations at the airport for consumers to know their right. Airline companies are to display the MACPC content through their respective platforms.
Consumers` rights are further enhanced with the amendment, said Kamaruddin.
MAVCOM received a total of 821 complaints for the second half of last year, an increase of 11.7% compared to the same period the previous year.
The complaints were loss of luggage, refund, flight delay or cancellation of flights.
He said 99.6 % of the complaints have been resolved.
"Based on the regulation, airline companies are to settle 90% of the complaints within 30 days. The rest are to be resolved in 60 days,’’ he said.
To facilitate complaints, MAVCOM launched FlySmart app for consumers to know their rights and also lodge complaints through the app, check on the status of the complaints and action taken.
"MAVCOM has started a FlySmart webpage and social media account. Now the app is launched,’’ he said.
For those who are keen to find out contents of MACPC after the amendment, please visit www.mavcom.my.
