Proposal for airlines to remit refunds due to passengers within 30 days

PETALING JAYA: Airlines will have to remit refunds due to passengers within 30 days from the date of the request by consumers under the proposed changes to the Malaysian Aviation Consumer Protection Code.
Malaysian Aviation Commission (Mavcom) said this was one of the many proposed changes to the Code the commission was considering to further safeguard the rights of consumers.
Mavcom has identified several areas within the Code which requires further improvement.
The commission said passengers commonly overlooked certain key terms and conditions when purchasing their tickets, therefore Mavcom plans to rectify this problem.
"Airlines will be required to bring the top five terms and conditions to the attention of passengers when they book their ticket.
"This includes the change or cancellation fee, no show fee, whether the ticket has a refund value, baggage allowance and requirement for passengers to ensure they have the necessary travel documents," the Commission said.
Mavcom said airlines have been charging consumers between RM15 to RM300 for processing Passenger Service (PSC) Charge refunds, which could be more than the prescribed PSC rate.
It said under the proposed reform, airlines will be prohibited from imposing any fee for the purpose of a PSC refund.
Mavcom said it is also looking at ensuring that airlines clearly display all fees and charges to be factored into the ticket.

"The fees the commission is looking at includes - administrative fee, processing fee, and fuel surchage which must be factored into the airfare," it said.
Mavcom said a new provision will be included in the Code to prohibit airlines from charging any fee for rendering special assistance to any passenger with disability or those who require special assistance.
The commission said this will be subject to the passenger producing either the Kad OKU or any substantiating document from a registered doctor confirming the requirement for such assistance.