13 January 2023
AirAsia X Bhd has offered options to mitigate the flight disruption for the passengers of the cancelled flight D7 219 from Melbourne to Kuala Lumpur on Jan 2, the Malaysian Aviation Commission (Mavcom) investigations revealed.
Mavcom said this was done in accordance with the Malaysian Aviation Consumer Protection Code 2016 (MACPC).
Under this, consumers will be offered a refund or an alternative flight at the earliest opportunity or at a later date at their convenience, in the event of a flight cancellation.
“Mavcom’s investigation revealed that all affected consumers were notified by AirAsia X of the cancelled flight via SMS as well as via e-mail on Dec 30, 2022 which offered three service recovery options.
“These include options of a free flight change to a travel date of the consumer’s choice, converting the cost of the ticket to a credit account, or a refund of the unutilised ticket.
“Based on the reports and evidence obtained from AirAsia X and the affected consumers, the airline had communicated the flight disruption to the affected consumers and provided options to rebook their flight from Melbourne to Kuala Lumpur from Jan 1, 2023 until Dec 31, 2023 subject to availability.
“AirAsia X was also able to reallocate other affected consumers of flight D7 219 on flights between Jan 3 and Jan 7, 2023,” it said.
Mavcom encouraged consumers to exercise caution when posting information online relating to their flight issues and to escalate their complaints through the official channels, providing sufficient information and documentation to ensure a thorough investigation is conducted.
In the case of the delayed Batik Air OD 7634 flight from Kuala Lumpur to Kuching on Dec 22, 2022, affecting 170 passengers, Mavcom said it was dissatisfied with Batik Air’s explanation.
Subsequent to this, Mavcom said it had issued a show cause letter to Batik Air on Jan 12.
It added that depending on the nature and extent of any non-compliance with the MACPC, airlines might be imposed a financial penalty of up to RM200,000 for the first offence, and 10 times the penalty for a second or subsequent non-compliance with the Code.
To date, the commission has imposed a total of RM4.7 million in financial penalties on airlines for non-compliance with the MACPC.
“It is Mavcom’s duty to ensure that an objective, in-depth investigation is carried out to form a definitive conclusion that determines the appropriate enforcement action.
“Hence, it must take stringent measures in validating all information from the airline and consumer affected, ensuring that the next course of action is justified,” it added.
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