JOHOR BARU – Travellers facing delayed flights are entitled to certain safeguards, but these must be effectively communicated as many consumers are still unaware, said the National Consumer Complaints Centre’s (NCCC) Baskaran Sithamparam.
With the introduction of the Malaysian Aviation Consumer Protection Code (MACPC) in 2016, travellers are entitled to meals, phone calls, and internet access if their flights are delayed for more than two hours.
In more severe situations, delays of more than five hours would entitle travellers to hotel accommodation, while alternative flights or refunds must be provided in the event of cancellation.
However, travellers are at risk of being exploited if these safeguards are not properly communicated, and if the Malaysian Aviation Commission (Mavcom) fails to effectively supervise airlines, said Baskaran, who is NCCC’s senior manager.
The protections for consumers (have been) there since the introduction of the MACPC, but the issue is consumers are not aware of it and this leaves travellers at the risk of exploitation.
“Further, we understand that Mavcom has plans to enhance the MACPC, and we would recommend that these rights are displayed to travellers at the airport.
“For example, if a flight is delayed there can be signage showing travellers where they can go to receive their complimentary phone calls, internet, and in some cases refreshments,” Baskaran said when contacted.
He was asked to comment on the spate in consumer complaints against airlines over rescheduled flights and difficulty in obtaining compensation.
Improving consumer protection
Baskaran also said that Malaysia’s consumer protection for airline customers is still lacking if measured against standards practised in the European Union.
While the EU and Malaysia have similar protections with regard to provision of refreshments, calls, internet access, and accommodation to stranded travellers in the event of overnight delays, there is more Malaysia could do.
The EU has further safeguards mandating that airlines compensate travellers financially up to €600 (RM 2,811) if a flight is delayed more than three hours and if the flight distance exceeds 3,500km.
In the EU if a flight is delayed which has a distance of less than 1,500km, a traveller is entitled to €250 compensation, which isn’t small money,” Baskaran said.
“Even when it comes to providing refreshments for stranded travellers, if the airlines offer food that a traveller is not allowed to consume for religious purposes, for example, they can get food outside and claim the expense from the airline.
“These are just some of the things Malaysia can look into to improve protections for travellers,” he added. – The Vibes, January 11, 2023
