In a statement today, Mavcom said its consumer report for the second half of last year showed that a total of 2,613 complaints were received, a 34% increase compared to the 1,948 complaints registered in the corresponding period in 2023.

It said 2,581 complaints (99%) were about airlines, while the remaining 32 (1%) involved airport services.

Malaysia Airlines accounted for the highest number of complaints among airlines at 921, followed by AirAsia (611) and Batik Air (437).

Mavcom said that among domestic airlines, AirAsia, AirAsia X, Batik Air, Firefly, Malaysia Airlines, and MASwings successfully met the 90% resolution target for closing complaints within 30 days.

“In contrast, foreign airlines reported a resolution rate of 54%, highlighting that there is still room for improvement to ensure higher consumer satisfaction,” it said.

Mavcom executive chairman Saripuddin Kasim said it is crucial that the aviation industry not only meets growing demand, but also upholds the rights of consumers as air travel continues to rebound.

He also urged all aviation players to place consumer needs at the forefront, particularly in resolving complaints effectively.

“Our survey findings indicate a positive trend in consumer awareness of their rights and improvement by Malaysian carriers’ resolution efforts,” he said.