Latest news with #MalaysianAviationConsumerProtectionCode2016
New Straits Times
05-05-2025
- Business
- New Straits Times
MAVCOM unveils upgraded airline and airport performance dashboard
KUALA LUMPUR: The Malaysian Aviation Commission (MAVCOM) has launched an enhanced version of its airline and airport performance dashboard, aimed at providing the public and aviation stakeholders with improved access to transparent performance data across the nation's airlines and airports. Accessible via MAVCOM's official website, the upgraded dashboard now offers expanded insights covering both domestic and international airline operations. It tracks essential metrics such as On-Time Performance (OTP), flight cancellations, delay and cancellation reasons, as well as airport service quality assessments under the Airports Quality of Service (QoS) framework. MAVCOM monitors the OTP of both domestic and international flights operated by Malaysian carriers, including AirAsia, AirAsia X, Batik Air, Firefly, Malaysia Airlines, and MASwings. Airlines must ensure at least 85 per cent of their flights depart within 15 minutes of the scheduled time and operate at least 80 per cent of their scheduled flights monthly, with cancellations not exceeding 20 per cent. MAVCOM executive chairman Datuk Seri Saripuddin Kasim said the introduction of this enhanced dashboard marks a significant step forward in promoting greater transparency and accountability within the aviation industry in Malaysia. "It allows for improved tracking, analysis, and visibility of performance metrics across both airlines and airports. The dashboard offers a comprehensive and interactive view of the industry's performance, enabling users to customise and access the specific data they need with ease. "This not only benefits industry players, such as airlines and airports, by providing clear performance indicators they can use to elevate their service levels but also empowers consumers to make more informed choices when selecting their preferred carriers. "Ultimately, our goal is to foster a greater culture of accountability among aviation operators. By leveraging this data-driven tool, MAVCOM aims to enhance service standards and drive continuous improvements in the Malaysian aviation sector," he said in a statement. Since first publishing carrier performance data on flights departing from KL International Airport Terminals 1 and 2 (KUL T1 and T2) in April 2024, MAVCOM has expanded coverage to airports nationwide. Users can now access real-time OTP and cancellation data by airport, route, and airline, including performance by foreign carriers departing from KUL T1 and T2. The interactive dashboard enables users to view flight delay categories and cancellation reasons, along with monthly trend analyses. Aside from these metrics, airlines are mandated to adhere to the Malaysian Aviation Consumer Protection Code 2016 (MACPC), which outlines provisions for the protection of air travel consumers in Malaysia. Failure to do so may result in financial penalties being imposed. To date, MAVCOM has imposed financial penalties totalling RM4.85 million on AirAsia Bhd, AirAsia X Bhd and Batik Air. The dashboard features airport performance metrics and results under the Airports QoS framework. This framework establishes standards and Key Performance Indicators (KPIs) for airports aimed at enhancing passenger comfort, prioritising consumer service levels, and improving the overall experience for both passengers and the wider airport community. The framework currently applies to KUL T1 and T2, Kota Kinabalu, Langkawi, Kuching, Miri, and Senai airports. These airports are evaluated across four categories: passenger comfort and facilities, queuing times, passenger and baggage flow, and operator and staff amenities. At KUL alone, 28 specific quality elements are assessed under each category. Assessments are conducted through a combination of operator-reported data, independent inspections, and passenger surveys by MAVCOM. Non-compliance with the framework can lead to financial penalties. To date, MAVCOM has fined Malaysia Airports Holdings Bhd RM4.1 million for failure to meet required standards. Looking ahead, MAVCOM plans to extend the QoS framework to Sultan Abdul Aziz Shah Airport and Penang International Airport by 2025, with full nationwide implementation expected by 2027.
New Straits Times
22-04-2025
- Business
- New Straits Times
Airline complaints jump 34pct in 2H24, says Mavcom
KUALA LUMPUR: The Malaysian Aviation Commission's (Mavcom) has received 2,613 complaints in the second half of 2024 (2H24), up 34 per cent from 1,948 complaints logged in 2H23. In its 17th Bi-Annual Consumer Report, Mavcom said 2,581 complaints or 99 per cent from the total were on airlines, while the remaining 32 complaints involved airport services. The grievances centered around flight cancellations, delays and rescheduling, which collectively comprised 53 per cent of the total. Malaysia Airlines accounted for the highest number of complaints at 921, followed by AirAsia with 611 and Batik Air with 437. For every one million passengers carried, Firefly received the highest number of registered complaints with 256 complaints, followed by Malaysia Airlines with 142 complaints and Batik Air with 111 complaints. Among airports, KL International Airport Terminal 1 recorded the highest number of complaints with 13 cases, followed by KL International Airport Terminal 2 with six complaints. Majority of these primarily involved airport facilities. The report highlighted thatAirAsia, AirAsia X, Batik Air, Firefly, Malaysia Airlines and MASwings successfully met the 90 per cent resolution target for closing complaints within 30 days. In contrast, foreign airlines reported a resolution rate of 54 per cent, highlighting there were still areas for improvement to ensure higher consumer satisfaction. Additionally, 32 grievances involving airports were resolved within the 30-day timeframe. Mavcom said 99 per cent of all complaints received by the commission were resolved, with 37 per cent of these cases resulting in airlines reversing their initial decisions in favour of consumers. Its executive chairman Datuk Seri Saripuddin Kasim said the enhancements to the Malaysian Aviation Consumer Protection Code 2016 (MACPC) and Mavcom's monitoring efforts are designed to ensure consumers are better protected and informed. "We urge all aviation players to place consumer needs at the forefront, particularly in resolving complaints effectively. "Our survey findings indicate a positive trend in consumer awareness of their rights and improvement in the resolution efforts by Malaysian carriers. "However, there is always room for more improvement. Continued collective effort by the aviation industry is necessary to further elevate consumer knowledge and protection," he said in a statement. Mavcom also continued to monitor airline operational performance based on key metrics, including on-time performance (OTP), which requires at least 85 per cent of flights to depart within 15 minutes of the scheduled time of departure each month. In 2H24, AirAsia, AirAsia X, Batik Air and Malaysia Airlines did not meet the 85 per cent OTP target for international flights. For domestic routes, Malaysia Airlines achieved the OTP targets from October to December 2024, while AirAsia X met its target from August to November 2024. Mavcom conducted the Annual Consumer Survey in December 2024 to assess consumers' awareness of their air travel rights and experiences with airlines and airports. The survey also examined the most common issues encountered during their travel journey. The survey was carried out on both online platforms and face-to-face interviews at key airports across Malaysia.
