Mavcom solved 95% of total complaints received

PETALING JAYA: The Malaysian Aviation Commission (Mavcom) has successfully managed, resolved and closed 95% of the total complaints it received over the past one year.
Releasing the commission's inaugural Consumer Report, Mavcom executive chairman Tan Sri Abdullah Ahmad revealed that most of the complaints lodged were on airlines while a small number were in regard to airports.
"Derived from data captured by Mavcom's Complaints Management System (CMS), a total of 1,639 complaints were received by the commission during the period between March 2016 and February 2017.
"The highest number of complaints received were on Rayani Air with regards to refunds, while the second and third highest number of complaints were on refunds and mishandled baggage by AirAsia and Malaysia Airlines respectively," Abdullah said in a statement.
He said Malindo Air received the highest number of complaints per passenger carried.
"For every one million Malindo Air passengers, there were 20 complaints received and they are mainly on flight delays and refunds. Malaysia Airlines and AirAsia X followed closely behind with 14 complaints for every one million passengers," he said.
He noted that the complaints received regarding airport services were minimal in comparison to airlines as most of the complaints pertained to complaints handling, customer service issues and airport facilities.
Despite that, Abdullah urged the public to recognise that the CMS is another platform for them to voice their concerns on aviation service providers in Malaysia, including airports.