The Civil Aviation Authority of Malaysia (CAAM) is monitoring recent flight delays, cancellations and schedule changes affecting AirBorneo services across Sabah and Sarawak, while reminding the airline to comply with consumer protection requirements under the Malaysian Aviation Consumer Protection Code 2016 (MACPC).
In a statement today, CAAM said AirBorneo had attributed the disruptions to operational and maintenance-related issues. While stressing that safety must remain the highest priority in flight operations, the regulator said affected passengers must continue to be treated fairly and provided with the assistance required under the MACPC.
CAAM said AirBorneo is expected to take all reasonable measures to minimise inconvenience to passengers and ensure compliance with its obligations while maintaining the highest standards of operational safety.
Affected travellers have been advised to check the latest flight status before heading to the airport and contact the airline directly for updated information, available assistance and alternative travel arrangements.
Under the MACPC, airlines are required to provide timely and accurate information regarding flight delays, cancellations or schedule changes, including the reasons for the disruption and options available to passengers.
Depending on the nature and duration of the disruption, passengers may be entitled to assistance such as meals, communication facilities, accommodation, transportation, re-routing to their final destination or refunds, subject to the applicable provisions of the code.
CAAM encouraged consumers to first seek resolution through AirBorneo’s customer service channels. Complaints that remain unresolved can be submitted to CAAM through its FlySmart platform, email or consumer hotline.
The regulator said it will continue to assess AirBorneo’s compliance with consumer protection requirements, including communication, assistance, re-accommodation and refund processes, while safeguarding passenger rights and aviation safety.
