AIRLINES will soon be required to offer consumers the option of a full refund for flights delayed by five hours or more, said Transport Minister Anthony Loke Siew Fook.
He said this applied to all passengers who did not wish to continue their journey.
“This is part of amendments made to the Malaysian Aviation Consumer Protection Code 2016 aimed at offering consumers better protection, which will be gazetted and enforced on September 2,” he told the press today.
For flight disruptions caused by extraordinary circumstances, airlines must first offer a refund in the original mode of payment.
Airlines can offer alternative reimbursement modes such as travel vouchers or credit shells. However, users have the right to choose the refund mode they want.
“The refund period to users is for 30 days and it depends on the payment method that the passenger has used,” he said.
On another matter, Anthony said a shortage of aircraft engineers and mechanical components led to recent flight disruptions at Malaysia Airlines Berhad (MAB).
He said an audit by the Civil Aviation Authority of Malaysia (CAAM) revealed that 63 of 411 qualified MAB Engineering Services staff have left since January.
“CAAM found that these resignations may be due to more attractive salary offers from other maintenance companies,” he said.
He added that all airlines must prioritise safety in aircraft maintenance and instructed MAB and Malaysia Aviation Group (MAG) to ensure all aircraft met the highest safety standards.
“We cannot take any chances (on safety). This has been communicated to both MAB and MAG,” he said. – August 28, 2024.
