KUALA LUMPUR – The Domestic Trade and Consumer Affairs Ministry is currently investigating complaints of flight delays and rescheduling involving low-cost airline AirAsia, following public outcry on social media.
Its minister Datuk Seri Alexander Nanta Linggi said he took note of the complaints and grievances voiced by consumers pertaining to the flight delays involving various domestic destinations.
He said the initial investigation found that the delays began occurring since late last month and have persisted since.
“KPDNHEP will continue to conduct its probe from the aspect of consumers’ interest, and we will cooperate with the Transport Ministry to resolve the problem, for the sake of ensuring it does not repeat and persist,” he said in a series of tweets today.
Nanta also shared multiple screenshots of social media posts by public members complaining about their last-minute flight rescheduling, including one by fellow parliamentarian and Upko president Datuk Seri Wilfred Madius Tangau.
Taking to Twitter last night, Tangau said he had checked in for his 8pm flight from Kuala Lumpur to Kota Kinabalu before AirAsia rescheduled it twice, one to 10pm and later to 12.30am.
I was confirmed and in fact have already checkin for the 8pm flight KUK/BKI on @AirAsia tonight only to be rescheduled to 10pm and the latest is it was rescheduled to 12.30am ETA 3.30am. It’s simply crazy.
— Wilfred Madius Tangau (@madiustangau) May 8, 2022
“I arrived at klia2 at around 8.30pm and demanded to see an officer seeking explanation and eventually they changed the flight for me to AK5118 taking off at 11pm and arriving at 1.30am,” he said.
“Now everyone can fly, but @airasia can reschedule your flight at will!”
In his statement today, Nanta reminded consumers of their right to claim for compensation from airliners over flight delays, as provided by the Malaysian Aviation Commission, subject to several factors.
He said this compensation can include food and access to phone calls and internet (for delays over two hours); accommodation and transport (for delays over five hours); and full refund or alternative flights (if the original flight has been cancelled).
“The only exception to getting these compensations is in the event of ‘extraordinary circumstances’ such as extreme weather and safety risk that cannot be predicted by the companies.”
“If you feel you are not being appropriately compensated, please lodge an official complaint to the airline before contacting Mavcom,” he said. – The Vibes, May 9, 2022
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