Airlines in Malaysia will now have to reimburse passengers in full for delayed flights five hours or moresaid the country's transport minister a few days ago, Loke Siew Fook.
These measures are part of the amendments to the Malaysian Aviation Consumer Protection Code 2016 (MACPC). This code was published in the official gazette and became effective on 2 September.
Reimbursement for all types of ticket
Passengers can opt for a full refund if they wish to cancel their trip. Airlines must offer all means of payment. This also includes a refund in credit notes for use on flights. Important detail: the mandatory refund will include the fuel surcharge, all taxes and fees. As well as transport costs.
All ticket prices are affected, including the most restrictive ones. Passengers will benefit fromtwo years to claim their reimbursement. As opposed to one year up to now. All requests must be processed by the airline within 30-day period. Carriers who fail to apply these legislative provisions will be liable to a fine.
The Minister also indicated that any change in flight time must be notified at least two weeks in advance to the passenger, so that they can make the necessary arrangements.
This rule will come into force next January. Passengers who are denied boarding due to overbooking must be informed at the airport check-in counter. It must be accompanied by compensation.
Difficulties at Malaysia Airlines
These new rules come into effect at a time when Malaysia Airlines has been in turmoil again in recent weeks. The Malaysia Aviation Group, which includes MAS and its low-cost subsidiary Firefly, has suffered several flight delays and cancellations. The difficulties were due in particular to maintenance that appeared to be partly faulty.
Management acknowledges technical and manpower problems. It has also been unable to bring new aircraft into service due to delays in deliveries by aircraft manufacturers. On 17 new aircraft planned this yearthe company only received 4 from Boeing instead of 13. And 3 from Airbus instead of 4.
Malaysia Aviation Group (MAG) has therefore decided to reduce its capacity by 20% until next December. The reductions affect all the company's routes, with the exception of Europe. In fact, MAS currently only serves London-Heathrow.
