TRANSPORT Minister Anthony Loke today urged airline passengers not to direct all complaints to his ministry but instead take it to the Malaysian Aviation Commission (Mavcom).

He said Mavcom was the right authority in addressing complaints raised by passengers who are unhappy with services provided by airline companies.

This includes any unhappiness with compensations offered by these companies in the event of any disruption to their flight schedules.

“We have a system in place. We have an authority in charge of this. So, Mavcom is the right channel and platform for them to lodge a complaint.

“The minister’s office is not a complaints bureau. I cannot handle every single complaint, so if there’s any specific complaint of course they can lodge it with Mavcom,” he said after launching AirAsia’s fixed fare Chinese New Year promotion at its RedQ headquarters in Sepang.

The minister also said he was uncertain whether cash refunds were a part of compensation offered by airline operators.

He was asked to comment on passengers unhappy with existing refund mechanisms, which did not offer a cash option for their cancelled flights and unresolved claims from over two years ago due to Covid-19 border closures.

AirAsia in particular has been the target of such complaints from passengers. – December 28, 2022.