KUALA LUMPUR, 27th April 2023 – The Consumer Choice Center (CCC) urges the Malaysian Aviation Commission (Mavcom) to immediately implement the amendments to the Malaysian Consumer Protection Code (MACPC) which should be implemented in the first quarter of 2023 to improve the rights of aviation users.

Malaysian Consumer Choice Center representative, Tarmizi Anuwar said: “Issues involving consumers such as flight delays and cancellations, reimbursement methods and overdue periods, passenger rights and voucher redemption have become more serious since the outbreak of Covid-19. Although the pandemic has ended, this problem is still recurring and requires immediate action by Mavcom to improve the rights of aviation consumers.”

Consumer Rights

In 2022 alone, Mavcom has received a total of 8,789 cases of complaints from customers of which the three highest complaints involve refunds, lost, damaged and delayed baggage and flight cancellations. This is the highest complaint case since it was first introduced in 2016.

Tarmizi also said that the delay in the implementation of the MACPC amendment may cause the number of customer complaints and problems for this year to increase due to the development of international and domestic passengers as well as the increase in aircraft operations including the resumption of various flight routes after the pandemic.

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