19 September 2019
The commission’s sixth bi-annual Consumer Report revealed that the total number of complaints registered have declined by 5.6% in the first half of the year (1H19) from 810 to 858 in 1H18.
Some 798 complaints were lodged against airlines, while 12 were lodged against airports.
MAB recorded 413 complaints in 1H19 compared to 74 in 2016.
Mavcom noted that MAB received the highest number of complaints with 45 complaints for every million passengers carried. This is despite the 3.3% year-on-year decrease in the number of complaints received on the airline.
The second- and third-highest complaints were lodged against AirAsia Group Bhd and Malindo Airways Sdn Bhd with 183 and 103 complaints respectively. Complaints received on AirAsia and Malindo Air for 1H19 decreased by 4.7% and 13.4% respectively compared to 1H18.
Mavcom CEO Dr Nungsari Ahmad Radhi said the reduction of the complaints is an indication of progress as it reflects on the service received by consumers from aviation service providers.
“Our ongoing efforts, such as the amendment of the Malaysia Aviation Consumer Protection Code 2016 and implementation of the Airports Quality of Service Framework, have also contributed to a better experience for consumers.
“With the release of our sixth consumer report, we hope for aviation industry players to be mindful of the feedback provided by consumers and work towards contributing to a more positive experience for consumers,” he said in a statement yesterday.
Mavcom highlighted that the top three complaints received for 1H19 were on mishandled baggage, processing of refunds and online booking.
The number of complaints on the processing of refunds for the period decreased from 148 to 121, with MAB and AirAsia contributing 64.5%.
Complaints related to online booking, recorded an increase of 9.9% with MAB contributing 61%.
The 12 complaints on airports involved Kuala Lumpur International Airport (KLIA), KLIA2, Kota Kinabalu International Airport, Labuan Airport, Miri International Airport, Sultan Abdul Aziz Shah Airport and Senai International Airport for 1H19.
The numbers were similar to 1H18, and were mainly related to airport facilities, airport security and customer service. According to the report, 99.3% of the complaints received for the period have been resolved and closed.