Buck up, MoT tells airlines as passenger complaints mount

KUALA LUMPUR – The Transport Ministry has ordered airlines to better monitor technical issues related to flight services and improve communication strategies with passengers, as complaints surge on flights being rescheduled and getting backlogged in airports around the country.

Minister Datuk Seri Wee Ka Siong said that the ministry and its aviation-related agencies such as the Civil Aviation Authority of Malaysia and the Malaysian Aviation Commission had received and probed into reports by passengers giving feedback on their experiences. 

“Upon consultation and investigations, the airlines involved have been instructed to immediately rectify the issues experienced by passengers and other customers,” he said in a statement today. 

Earlier today, AirAsia Malaysia chief executive officer Riad Asmat extended the company’s apologies to customers for any inconveniences caused by flight disruptions. 

He said that AirAsia had received a significant peak in the number of passengers during the Raya period.

Speaking to Getaran, The Vibes’ Malay-language sister portal, he assured that the airline is committed to providing the best in terms of safe, affordable, and trusted air travel. 

“As a responsible company, AirAsia does its best to reduce difficulties for our customers. We ensure that all passengers get to their destinations as quickly as possible during this important travel time,” he said.  

Wee said in his statement that much of the complaints received can be attributed to higher-than-usual passenger traffic during the festive season, with airlines having to fully utilise their aircraft fleet to meet demands. 

“The ministry and its agencies will continue to monitor aviation service providers to ensure full and uncompromising compliance to maintenance and technical upkeep. 

“Authorities have reprimanded the parties involved to ensure strict compliance to technical, economic, and safety regulations, and will not hesitate to take action against operators that fail to do so,” he said. 

He added that it is vital airlines improve their communication channels with passengers and customers to ensure that they are properly informed of flight statuses.

Yesterday, the Domestic Trade and Consumer Affairs Ministry announced that it is currently investigating complaints of flight delays and rescheduling involving low-cost airline AirAsia after public outcry on social media. 

 Its minister Datuk Seri Alexander Nanta Linggi said he took note of complaints and grievances voiced by consumers pertaining to flight delays among various domestic destinations, adding that investigations revealed that delays had been occurring since late last month. 

“The ministry 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. – The Vibes, May 10, 2022