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Upside of Malaysia’s low passenger numbers: fewer aviation complaints
October 26th 2021
Complaints against Malaysian airlines and airports were 59.1 % lower in the first half of this year as passenger numbers remained depressed. Read More » The Malaysia Aviation Commission’s (MAVCOM) bi-annual summary of consumer complaints revealed airlines made up 98.1% of the 157 grievances, with three lodged against airports. Six out of 10 of the gripes related to refunds, frequent flyer programs and flight cancellations. Eighty-three of the complaints resulted in airlines reversing their initial decisions and providing resolutions more equitable or satisfactory to the consumers, up 2.3% on a year ago. AirAsia attracted the most complaints with 41.4% (65) of the total, followed by Malaysia Airlines at 28.7% (45) and Malindo Air at 12.1% (19). MAVCOM also reported a 110% jump in air traffic rights (ATR) applications in the third quarter of this year and said it had approved all 14 international and seven domestic requests. Approvals went to MyJet Xpress, World Cargo Airline, AirAsia X, MAB Kargo, Malaysia Airlines and AirAsia Group. Eighteen of the 21 requests were from cargo operators, a figure the commission said signalled continuing healthy growth in the sector. “We are pleased to be able to resolve 97.5% of complaints and approve all ATRs requested, which indicates our continued dedication to consumers and industry players alike,’’ MAVCOM executive chairman, Saripuddin Kasim, said. “The growth of the cargo sector has certainly been a silver lining for the aviation industry during this pandemic. Ballooning demand for e-commerce coupled with reduced belly space cargo capacity is thrusting the cargo sector globally forward. We will continue to support local players to take advantage of the prospects ahead.”
