[UPDATED] AirAsia gets most complaints in first half of 2022: Mavcom consumer report 

KUALA LUMPUR – AirAsia received the highest number of complaints from customers between January and June this year, with 42.1% (527) grievances against the airline, according to a report by the Malaysian Aviation Commission (Mavcom). 

Malaysia Airlines followed with 40.7% (509) complaints, while Batik Air – formerly known as Malindo Air – received 7.9% (99) of complaints, the regulator said in a statement on its consumer report for the first half of 2022 (1H22).

These were from a total of 1,251 complaints registered with the commission within the first six months of this year, and marks an almost eight-fold increase compared to the 157 complaints lodged in the corresponding period last year. 

In a response to Mavcom’s report, AirAsia said that while it received the most number of complaints in absolute terms, the airline flew the most number of people at around 70%.

“This means in relative percentage terms, we are far better than the rest,” an AirAsia spokesperson told The Vibes.

Mavcom’s report, meanwhile, said that for every million passengers carried, Malaysia Airlines recorded the highest number of registered complaints at 199, followed by Batik Air with 167 complaints and AirAsia with 95 complaints. 

On the nature of the complaints, Mavcom said that flight rescheduling, flight cancellations and online booking difficulties collectively contributed to 46.1% (577) of total grievances filed.

As to resolution for consumers, the commission said its review of the complaints received in 1H22 led to about a quarter of them being resolved after airlines reversed their initial decisions to provide resolutions that were “more equitable or satisfactory to consumers”.

“Overall, 87.9% (1,100) of the total complaints have been resolved and closed,” Mavcom said.

It also recorded 1,317 non-actionable complaints, including 1,160 that had incomplete documentation, and 59 complaints where the airline or airport concerned had fulfilled obligations under the Malaysian Aviation Consumer Protection Code (MACPC). 

Additionally, a total of 25 complaints were withdrawn by consumers, 31 complaints were beyond the scope of the MACPC, 29 were complaints pertaining to booking made through travel agents, and three complaints were filed over a year from the incident date. 

Mavcom executive chairman Datuk Seri Saripuddin Kasim said in the statement that local airlines should take note of the findings highlighted in the consumer report. 

“Malaysia’s aviation service providers should prepare by taking heed of the complaints breakdown observed in the consumer report as guidance to further improve service levels as well as address the root cause of prevailing issues,” he said.  

“As a proactive measure by Mavcom, we have also been actively engaging aviation service providers to ensure that these issues are being addressed.” – The Vibes, September 19, 2022