Malaysian Aviation Consumer Protection Code 2016: Know Your Right Before You Fly

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Malaysian Aviation Commission (MAVCOM), a regulatory body tasked to regulate economic and commercial matters related to civil aviation in Malaysia, conducted a survey among air travellers in Malaysia earlier this year which revealed that 69% of respondents have a misconception of what their rights really are.

Have you encountered flight delays and cancellations, lost baggage, and additional charges added onto your tickets? Do you know what to do when you face these certain issues?

On July 1, 2016, MAVCOM has introduced the Malaysian Aviation Consumer Protection Code 2016 (MACPC). The code provides consumers with information of their of their rights as air travellers and how to practice them. With the Code, air travellers can be sure that their rights are well covered under the national law. The Code outlines how consumers can approach their airlines or airports when they encounter issues during air travel. Airlines and airports are now required to provide a resolution to consumer complaints within 30 days. The Code covers matters relating to flight delay and cancellations, denied boarding, disclosure of air fare, mishandled baggage, claims and compensation.

Here are the things you should know before you fly:

Image Credit: www.mavcom.my

How to Complain:

Step 1: Contact the airline/airport if you experience any of the above issues.

Step 2: If your complaint is not resolved within 30 days from your initial complaint, submit a complaint at http://www.mavcom.my/en/consumer/make-a-complaint/

5 things to do before you fly:

  1. Check your travelling status. For Malaysians, visit http://sspi2.imi.gov.my/
  1. Snap a photo of your travel documents for a digital copy in your phone and ensure that your passport has a validity of 6 months or more.
  1. Do not put in valuables such as cash, jewellery and important documents into your check-in baggage.
  1. Snap a photo of your luggage as a reference in case it gets lost and place your contact details or business card inside your bag.
  1. Do provide your contact details at the point of booking to ensure you receive updates on any flight changes.

Watch this video to learn more about your rights as an air traveller.

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