A total of 1,356 complaints were received by the commission, of which 99.6% were resolved.
However, a review of the data by the commission showed that only 52% of the complaints were found to have merit, resulting in the airlines reversing their initial decisions for a amicable resolution with the consumers.
The most number of complaints, 600, were filed against Malaysia Airlines, followed by AirAsia and Malindo Air, the commission said in its third consumer report for July-December 2017.
The commission was set up in 2016 and regulates the airline industry, provides protection of travellers’ rights, and negotiations rights for airline routes.
Mavcom received 716 complaints in 2016, but there was only data for 10 months as the commission was set up in March 2016.
The most complaints in 2016 were against AirAsia, while in 2017, there were 290 complaints (21.4%) and 273 (20.2%) against Malindo Air.
In July-December 2017, there were 291 complaints against Malaysia Airlines, the most complaints being about mishandled baggage (91) followed by flight delays (45). AirAsia had 169 complaints, the highest number being about refunds (44) and flight delays (37). Malindo Air contributed 168 with refunds being highest (56) and flight delays (40).
Mavcom’s chief operating officer, Azmir Zain, said he expected a high number of complaints this month because of more people travelling during the Hari Raya holidays.
“Actual passenger numbers for June will only come out in July but Malaysian carriers have mounted up an additional 458 flights for the June festive period. That’s 140,000 additional seats.
He said consumers should be aware of their rights. “And when you know your rights, don’t be afraid to complain.”
Among those rights was to be compensated for flight delays.
The 2016 Malaysian Aviation Consumer Protection Code states that a flight delay of two hours should be compensated with complimentary food and beverage, WiFi connection and a telephone call.
A delay of five hours or more entitles the passenger to a complementary hotel stay, with transport provided to and from the hotel.
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