Code to protect airline passengers to come into effect June 1

Deputy Transport Minister Datuk Kamarudin Jaffar (left) and Mavcom executive chairman Dr Nungsari Ahmad Radhi at the launch of the FlySmart mobile application, a consumer-centric initiative by Mavcom, in Kuantan.

KUALA LUMPUR: The Malaysian Aviation Consumer Protection Code 2016 will come into effect on June 1 to eliminate hidden charges for air travel and further empower consumers to exercise their air travel rights.

The Malaysian Aviation Commission (Mavcom) said on Friday the updated MACPC now requires airlines to publish the final price of airfare for flight tickets, said Deputy Transport Minister, Datuk Kamarudin Jaffar.

“Airlines must disclose the final price of airfare both at the point of advertisement and when purchasing flight tickets,” he said when announcing the latest amendments to the code.

“The final price must include the base fare and all charges to be paid to the airline, government-imposed taxes and fees, fees and charges prescribed under any written law, as well as fuel surcharge. 

“This in effect eliminates hidden charges, such as card payment charges and administrative fees. Charges for optional services purchased by a consumer on an opt-in basis should also be displayed and included in the final price at point of payment,” it said.

Kamarudin explained Mavcom would implement changes to the MACPC which will have a direct and positive impact on consumers. 

He made the announcement at the official launch of the FlySmart mobile application, a consumer-centric initiative by Mavcom.

Effective June 1, refunds on flight tickets should also be reimbursed to passengers within 30 days from the date the passenger requests for a refund. 

Also if the ticket is purchased through a travel agent, the airline should reimburse the travel agent within the same period.

The amendments also include a refund to consumers on passenger service charges, taxes, fees, and charges prescribed under any written law for both refundable and non-refundable tickets, should a passenger not travel. 

Airlines are only permitted to charge a maximum of 5% processing fee if the ticket is non-refundable.

Airport operators must also display the MACPC clearly for consumers' reference, while airlines are required to inform travellers on their travel rights through all possible platforms.

Mavcom executive chairman Dr Nungsari Ahmad Radhi said in line with the commission’s role in protecting consumers’ rights as defined by the Malaysian Aviation Commission Act 2015, “we believe that these amendments to the MACPC will better safeguard travellers’ welfare while also raising overall service levels in the industry”.