All consumer complaints against airlines reported have decreased in number, which could be due to a drop in demand for passengers on the travel ban as a result of the COVID-19 Movement Control Order.
In the first half of 2021 (1H21), the Malaysian Aviation Commission (Mavcom) received 157 consumer complaints against airlines and airports, down to 59.1 percent compared to the previous year.
Out of the 157 complaints, 98.1 percent were regarding airlines leading with AirAsia, while 1.9 percent were related to airports.
“Complaints against AirAsia represented 41.4 percent of the total complaints filed with the Commission, followed by Malaysia Airlines at 28.7 percent and Malindo Air at 12.1 percent.
“All airlines, except Firefly Airlines, observed a drop in the number of complaints filed with Mavcom, corresponding with a decrease in the number of passengers carried,” it said.
Within the six months, Mavcom resolved 97.5 percent of the complaints received, with 82 of the complaints being non-actionable due to incomplete documentation by consumers.
Resolved complaints included those related to refunds, frequent flyer programs, and flight cancellations.
Aside from dealing with customer complaints and requests, Mavcom aims to improve air travel rights education and provide additional improvements to improve consumer convenience, as well as implement the Airports Quality of Service (QoS) Framework.