KUALA LUMPUR: The final Malaysian Aviation Consumer Protection Code 2016 (MACPC) mandates that airlines must issue refunds to consumers in the original mode of payment within 30 days.
Malaysian Aviation Commission (Mavcom) director of consumer and public affairs, Pushpalatha Subramaniam, highlighted that consumers are also entitled to refunds for carbon fee charges if these are imposed by airlines.
“So far, only Malaysia Airlines has embarked on a voluntary carbon offset programme, under which, in the case of flight delays or cancellations, consumers are entitled to receive refunds,” she said during a question and answer session held in conjunction with today’s MACPC amendments briefing.
Regarding the carbon fee, she reiterated that Mavcom does not regulate this matter, and it is up to the carriers to decide whether to impose it and to determine its value.
“The other carriers can impose it too, but in cases where airlines impose a carbon fee, consumers with refundable or non-refundable tickets can get refunds. This is in addition to other mandatory refunds, such as fuel surcharges, taxes, fees, and other charges like the departure levy and passenger services charges,” she added.
Addressing the recent situation involving a Seoul-bound Malaysia Airlines flight, Pushpalatha confirmed that passengers are entitled to refunds under the latest MACPC.
It was reported that a Malaysia Airlines flight to Incheon Airport in Seoul, South Korea, was forced to turn back shortly after taking off from Kuala Lumpur International Airport (KLIA).
In response to a question about the implications of Mavcom’s dissolution and its merger with the Civil Aviation Authority of Malaysia on the MACPC, she emphasised that the ongoing process will not affect the MACPC. – Bernama