Covid-19: Issue full refunds on air tickets cancelled owing to pandemic, says Mavcom

PETALING JAYA: Airlines should issue full refunds on flight tickets cancelled because of Covid-19 restrictions, says the Malaysian Aviation Commission (Mavcom).

Mavcom said it was concerned by the plight of consumers who have been inconvenienced because of the pandemic and the unprecedented circumstances it has created.

It said that in balancing the rights of affected consumers and the sustainability of the aviation industry, it would continue to discharge its duties, under the Malaysian Aviation Commission Act 2015 (Act 771) and the Malaysian Aviation Consumer Protection Code 2016.

"In the event a flight has been cancelled due to government restrictions imposed with the intention of curbing the spread of the pandemic, airlines, as a matter of principle, ought to refund to the affected consumers the amount equivalent to the cost of the ticket at the time of the purchase, including taxes, charges and fees prescribed under any written law and charges for optional services that had been purchased by the affected consumers," it said in a statement on Monday (Feb 22).

Mavcom, however, also noted that airlines have been accommodating requests for refunds by affected consumers.

It also encouraged all airlines to continue their best efforts to issue these refunds.

"Airlines are to exercise the principles of reasonableness and fairness in determining the manner of refund provided," adding that this would be in the best interests of both the airlines and the consumers.

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