MAVCOM to Force Airlines to Offer Refund to Passengers in Original Mode of Payment if Flight is Delayed

For travellers, one of the worst things that could happen is to have your flight delayed and only get a refund in modes such as loyalty points or vouchers.

However, it seems like this will be put to an end following the Malaysian Aviation Commission’s (Mavcom) recent consultation paper on the proposed amendments to the Malaysian Aviation Consumer Protection Code (MACPC).

In a statement yesterday (October 19), MAVCOM said that the proposed amendments include protection concerning refunds, passenger entitlement, travel passes and removal of cancelled flights from airlines’ booking systems, among others.

This means that airlines would from next year onwards, have to offer a refund to passengers in the original mode of payment if a flight is delayed.

According to BERNAMA, executive chairman Datuk Seri Saripuddin Kasim said that, “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.”

As enforced since 2016, the MACPC requires airlines to refund travellers if flights are cancelled or significantly changed. However, MAVOM’s 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.

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.

Do you think that this is a good move?

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