Mavcom to announce decision on passenger service charges by year-end

"We're studying them now and will make an announcement at an appropriate time," Chief Operating Officer Azmir Zain told media briefing on the Malaysia Aviation Consumer Protection Code 2016, here today.

Airlines collect the PSCs and pay to Malaysia Airport Holdings Bhd.

They are fixed at RM32 and RM6, respectively, for international and domestic passengers flying from Kuala Lumpur International Airport 2 (klia2), while for international and domestic passengers from KLIA main terminal, the PSCs are fixed at RM65 and RM9, each.

On another development, Mavcom said, following the enforcement of aviation consumer protection code on July 1, 2016, it had received over 100 complaints with most related to refunds, flight cancellations and lost baggage.

Its Consumer Affairs Director, Puspalatha Subramaniam, said about 95 per cent of the complaints were lodged after the consumers were unhappy with resolutions offered by the airlines.

She said to-date, Mavcom had resolved 95 per cent of the complaints.

Under the newly-gazzeted code, airlines and airport operators are given 30 days to resolve consumer complaints, as well as, provide compensation, care for flight delays of two hours or more, flight cancellations and lost or damaged luggage.

"Mavcom has seven days to review the complaints. If they involve airlines and airport we will send it to them and they have 30 days to resolve the issue," she said.

Puspalatha said both airline and airport operators would be fined if they were unable to resolve the complaint within the stipulated time or found in breach of the rules and regulations under the code.