Mavcom said the findings in its latest Consumer Report showed “an improved level of awareness among consumers compared with the corresponding half-year period last year”.
In a statement today, it said it resolved 99.4% of the 858 consumer complaints it had received during the six months and that 53% of the resolved complaints resulted in airlines reversing their initial decision for a resolution in favour of the consumers.
The majority of the complaints were against Malaysia Airlines. The top three complaints were about mishandled baggage, processing of refunds and flight delays.
These three categories together contributed 57.4% of the total complaints to Mavcom, which was set up in March 2016 to regulate economic and commercial matters relating to civil aviation.
Some highlights of the report:
- Malaysia Airlines represented 49.8% of the complaints received during the half-year period, an increase of 34.7% compared with last year;
- AirAsia recorded 22.4% of the complaints, marking an increase of 58.7% compared with the same period last year; and
- Malindo Air registered 13.9% of the complaints, a 12.3% increase over the previous six-month period.
The statement said for every one million passengers carried, Mavcom received an average of 20 complaints throughout the six-month period.
“Compared with the same period in the previous year, there has been an increase recorded for almost all categories of complaints with mishandled baggage, processing of refunds and flight delays taking the top three complaint categories.”
Mavcom executive chairman Nungsari Ahmad Radhi said: “While we are tasked with the economic regulation of the aviation sector, our mandate includes protecting the interests of consumers as well. We are glad to note a marked improvement in the level of consumer awareness as evidenced by the increase in the number of complaints received by the commission.
“The commission will continue to ensure that consumer complaints are addressed, resolved and closed expeditiously.”
The report provided a detailed look at the types as well as the frequency of complaints by consumers pertaining to airlines and airports operating in the sector.
It also detailed Mavcom’s latest consumer-centric initiative, FlySmart, to heighten the level of awareness among consumers regarding their rights.
The Consumer Report is a regular publication that also provides consumer feedback to service providers in the industry so that they can improve their service.