Refund in full for cancelled flights, airlines told

PETALING JAYA: The Malaysian Aviation Commission (Mavcom) said airlines ought to make full refunds of flight tickets cancelled because of Covid-19 restrictions.

It acknowledged that airlines had been accommodating the requests by affected consumers for refunds.

“In the event a flight has been cancelled due to government restrictions imposed with the intention of curbing the spread of the Covid-19 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 its purchase, including taxes, charges and fees prescribed under any written law and charges for optional services that had been purchased by the affected consumers, ” Mavcom said yesterday.

It also encouraged all airlines to continue their best efforts in providing such refunds.

“Airlines are to exercise the principles of reasonableness and fairness in determining the manner of refund that is provided to the affected consumers, ” said the commission.

Mavcom added that it would continue to balance the rights of the consumers and the sustainability of the industry.

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