This marked an improvement in Mavcom’s performance, even as the number of complaints lodged saw an increase of 23% compared with the same period the previous year.

This was revealed in the commission’s third issue of the Consumer Report, released here today.

“With its emphasis on driving a consumer-oriented and robust aviation industry in Malaysia, the report provides an in-depth look into common complaints on airlines and airports operating in the sector,” Mavcom said in a statement.

Mavcom executive chairman Abdullah Ahmad said Mavcom continued to welcome consumers to lodge their feedback, as it believed a growing number of those aware of and empowered to exercise their rights would bode well for the sector in the long term.

“Of course, we are deeply mindful of our own mandate to ensure that these complaints are addressed, resolved and closed in a timely manner.

“Indeed, the fact that we have successfully done so is a hallmark of our steadfast commitment to helping Malaysian air travellers,” he said.

According to the report, Malaysia Airlines represented 39.6% of the complaints received by Mavcom, rising to 291 for the report period, compared with 157 for the same period the previous year.

“AirAsia and Malindo Air represented 23% and 22.9% of total complaints received respectively. However, the total number of complaints filed against AirAsia for the report period decreased by 23.9%, while those against Malindo Air saw a 46.1% jump,” the Mavcom report said.