Loke: MYAirline customers can seek refund through ‘chargeback’


PETALING JAYA: Customers affected by the sudden suspension of MYAirline’s operations can request for a refund through the “chargeback” process if their travel dates have passed, says Transport Minister Anthony Loke.

The Malaysian Aviation Commission (Mavcom) had engaged Bank Negara Malaysia (BNM) regarding refunds to affected travellers, he said.

“BNM confirmed that passengers who purchased tickets using credit cards, debit cards and direct debit (FPX) can seek refunds through a ‘chargeback’ process if their travel dates have passed.

“Passengers can do this by contacting MYAirline or reaching out to their respective banks,” said Loke during his winding-up speech at policy stage debate for Budget 2024 in Parliament yesterday.

Loke said the Transport Ministry and Mavcom were closely monitoring the situation and would ensure that all issues raised by affected travellers could be fully resolved, according to provisions under the Malaysian Aviation Consumer Protection Code 2016.

“MYAirline also gave a guarantee to Mavcom that it will fulfil its obligations to refund affected customers,” he added.

At the same time, he said the Air Service Licence (ASL) granted to MYAirline was for 12 months beginning November 2022, while the Air Operator Certificate (AOC) was granted from Oct 1 last year till Sept 30 this year by the Civil Aviation Authority of Malaysia (CAAM).

Loke said the ASL was approved after taking into account MYAirline’s business plans and company’s ability from its commercial and financial aspects.

“The licence went through stringent and thorough evaluation that covers market forecast at a global, regional and domestic market forecast.

“Also checked were feasibility studies, the business’ financial strength and the demand for air services on the proposed routes,” he said.

The fit and proper assessment, as well as board of directors experiences and the management of the company were also scrutinised to determine a company’s competency and its ability to handle as an aviation company.

“When the ASL was awarded to MYAirline, Mavcom also had a requirement where the said company must have positive equity that can sustain a period of at least three to six months.

“Based on Mavcom’s evaluation then, companies and shareholders have strong financial ability to start flight operations as planned,” Loke said.

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