Illustrative photo (Source:Internet) Kuala Lumpur (VNA) – The Malaysia Aviation Consumer Protection Code 2016, which takes effect from July 1, will bring better benefits to customers of Malaysia’s carriers.
Accordingly, passengers will be entitled to meals, phone calls and internet services for flight delays above two hours and accommodation and transport costs for delays above five hours.
Those who have taken up travel insurance will be compensated for the sum insured while those who do not buy insurance still have a safety net through the code.
Other consumers’ rights are clearly defined and protected under the law, including flight cancellations as well as lost, damaged or delayed baggage.
Complaints made under the code will have to be addressed by airlines and airports within 30 days. If they are not addressed in that time, customers can lodge complaints to the Malaysian Aviation Commission (Mavcom).
According to the Mavcom consumer affairs director Pushpalatha Subramaniam, the code, the first of its kind in Malaysia , is built based on relevant international laws.
A survey by Mavcom found that up to 69 percent of respondents had misconceptions on consumer rights, with the most common issues comprising flight delays and cancellations, lost baggage and additional charges.-VNA
