KUALA LUMPUR: Aviation authorities have encouraged travellers to stay updated during peak periods amid global flight disruptions.
In a statement on Wednesday (May 20), the Civil Aviation Authority of Malaysia (CAAM) said it expects increased air travel during the upcoming school holiday period, alongside ongoing global developments affecting airline operations and flight schedules in several regions.
"Consumers are advised to remain informed and monitor the latest updates issued by the respective airlines prior to travelling.
"With higher passenger traffic expected at airports nationwide, consumers are encouraged to regularly check flight status updates with airlines or airport operators.
"Arrive at airports earlier to accommodate possible operational adjustments and congestion.
"Make sure your contact details provided while booking are updated and reachable and always retain all travel and booking documents for reference purposes," it said.
The national aviation regulator also reminded consumers of their rights under the Malaysian Aviation Consumer Protection Code (MACPC) in the event of flight delays, cancellations, denied boarding, schedule changes, or baggage-related issues.
For example, it said that if there is a flight delay of five hours or more, consumers may choose to continue their journey with the necessary assistance provided by the airline, including accommodation and transport where required, or opt for a full refund.
"For flight cancellations, denied boarding, schedule changes of three hours or more and route cessations, consumers may be entitled to a choice of rerouting or a full refund, subject to the applicable provisions under the MACPC.
"For voluntary cancellations, consumers are entitled to a refund of passenger service charges, taxes, fees, fuel surcharge and regulatory charges, subject to the applicable ticket terms and conditions," it said.
The statement further read that consumers are encouraged to first seek resolution directly with the respective airline or airport operator.
"Should the matter remain unresolved, complaints may be escalated through our (CAAM) FlySmart platform for further assistance.
"Airlines and airport operators are expected to address consumer complaints within 30 days in accordance with the applicable consumer protection requirements.
"Consumers affected by delayed, damaged or lost baggage are advised to immediately report the matter to the airline by filing a Property Irregularity Report at the airport and retain all supporting documentation for claims and verification purposes.
"Those travelling are encouraged to obtain updates and verified information only through official channels issued by airlines, airport operators and relevant authorities.
"Do familiarise yourselves with consumer rights and complaint procedures to make it easier," it said.
For further details on consumer rights and complaint procedures, visit the FlySmart platform at www.flysmart.my.
