THE Malaysian Aviation Commission (Mavcom) will investigate complaints against airlines that made indiscriminate changes to flight schedules without adequate notice to customers.

Mavcom executive chairman Saripuddin Kasim said the regulator received multiple complaints of such incidents over the recent Hari Raya Aidilfitri festive period and has directed airlines to submit all relevant flight schedule data for the period from April 29-May 9.

“(This is to) gain an objective, accurate and comprehensive view of the situation, including actual scheduled flights versus the total number of rescheduled flights by all airlines that have occurred during the said festive period,” he said in a statement.

He also cited the Malaysian Aviation Consumer Protection Code, which requires airlines to communicate any change in flight status to consumers “as soon as practicable”.

“For delays of two hours or more, the operating airline must provide care, including meals, telephone calls and internet access,” he said.

“For delays of five hours or more, the airline should provide accommodation and transport, if a stay becomes necessary.

“If the timing of the rescheduled flight does not meet the consumer’s purpose of travel, a refund of the flight ticket should also be made by the airline.”

Saripuddin said consumers who have faced delays or flight issues and did not receive the proper care are to lodge a formal complaint with the airline in question.

“Furthermore, consumers are encouraged to forward their complaints to Mavcom via the FlySmart website or the FlySmart mobile app together with the proper documentation to facilitate an effective investigation,” he said.

The statement comes after Transport Minister Wee Ka Siong earlier today chided airlines and told them to be more proactive in addressing customers’ complaints about rescheduled flights and to have better communication.

Bandar Kuching MP and DAP Youth chief Dr Kelvin Yii also today highlighted passenger complaints that flights had been rescheduled without adequate notice, causing passengers to be stranded for up to 10 hours. They also faced difficulties when attempting to claim compensation. – May 10, 2022.