This comes after tourism, arts and culture minister Nancy Shukri said in Parliament that hotels, travel agents and airline operators will not provide refunds but will allow deferment of trips.
Health minister Khairy Jamaluddin had announced on Sept 15 that travellers heading to Langkawi must get tested before entering the island.
Federation of Malaysian Consumers Associations (Fomca) president Marimuthu Nadason said while affected travellers should be given the option for deferment, they should still be entitled to a refund.
However, if deferment has to be imposed, he suggested that there should be discussion between consumers and tour operators as this should be on a case-by-case basis.
“Airlines, travel agents and hotels should give a deferment of between six months and a year,” he told FMT.
“If travellers are given only a one-month or two-month deferment, it would not give them sufficient time, especially when they have just discovered that they are Covid-19 positive.”
Malaysian Consumers Movement secretary-general Sukhdave Singh agreed that deferment should only be an option.
“A consumer must be allowed to choose between refund or deferment. The tourism industry cannot always win,” he said.
He also felt that the duration of deferment should be left to a traveller to decide.
Malaysian Association of Hotels (MAH) chief executive officer Yap Lip Seng said most hotels are flexible in allowing travellers to change dates if they are tested Covid-19 positive before their departure.
“As for refunds, it will be based on the cancellation policies of each purchase, which may differ on a case-by-case basis,” he said.
Malaysian Association of Tour and Travel Agents (Matta) president Tan Kok Liang also said travel agents are flexible in offering refunds, subject to the terms and conditions of the transactions.
“Personally, I would urge all stakeholders to provide refunds (for Covid-19 positive cases) as this will encourage more forward bookings. Deferment or refund should not be an issue,” he said.
Meanwhile, AirAsia said travellers who wish to defer their trip could move to a date on the same route before Nov 30 without additional cost subject to seat availability. It said this applies to those who book their flights not later than Oct 5.
“Any guest with a valid booking tested Covid-19 positive before departure will be issued a credit account,” it said.
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