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Passengers advised to complain to Mavcom, not ministry

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KUCHING: Passengers are advised to lodge their complaints with the Malaysian Aviation Commission (Mavcom) and not the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) if they have any issues regarding aviation services.

On Thursday (June 16), KPDNHEP informed that from March 1, 2016, through the Consumer Protection (Amendment) Act 2015, Act A1498, Section 99 (1) (c) had been amended by inserting Section 99 (1) (ca).

“Which provides that any disputed issue relating to the services of any airline is outside the jurisdiction of the Consumer Claims Tribunal, KPDNHEP and all complaints in respect thereof shall be referred to the Malaysian Aviation Commission (Mavcom).”

KPDNHEP said it had received various complaints from users of air transport services, especially regarding prices, services, schedule changes, and flight cancellations.

“However, all complaints received by the ministry so far have been forwarded to Mavcom for further action.”

KPDNHEP also called on all users to save or record all transactions when contacting airlines and make a complaint directly to Mavcom along with evidence that had been recorded and stored.

“Complaints can be made through the link https://flysmart.my/en/make-a-complaint/ or email enquiries@flysmart.my if they face problems as mentioned above.”

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