AirAsia, Malaysia Airlines and Batik Air in consumer crosshairs for complaints

AirAsia received the highest number of complaints in the first half of the year (42.1%), followed by Malaysia Airlines (40.7%) and Batik Air (7.9%). For every million passengers carried, Malaysia Airlines recorded the highest number of registered complaints with 199 complaints, MAVCOM said, followed by Batik Air with 167 complaints and AirAsia with 95 complaints.

Flight rescheduling, flight cancellations, and online booking collectively contributed to 46.1% (577) of total complaints filed. Other complaints included refunds (7.9%), frequent flyer programmes (7.6%), and mishandled baggage (7.3%).

According to MAVCOM, complaints concerning flight rescheduling jumped tremendously from just eight in the first half of last year to 233 complaints during the same period this year. AirAsia contributed 65% of complaints on flight rescheduling, followed by Malaysia Airlines (30%) and Batik Air (4%).

At the same time, complaints related to flight cancellation also increased from 14 to 211 complaints compared to the same period last year. Malaysia Airlines contributed 54% of the complaints followed by AirAsia (36%) and Batik Air (7%). Complaints related to online booking have multiplied more than 13 times from 10 during the first half of 2021 to 133 complaints this year. AirAsia accounted for 47% of the complaints followed by Malaysia Airlines (32%) and Batik Air (12%).

Throughout the first half of this year, 1,251 complaints were registered with MAVCOM in total, with 99.1% (1,240) complaints received on airlines while 0.9% (11) complaints were related to airports. According to MAVCOM, this illustrates an increase of almost eight times more than the 157 complaints lodged within the corresponding period last year.

Additionally, MAVCOM also received 1,317 non-actionable complaints, comprising 1,160 complaints with incomplete documentation, 59 complaints where the airline or airport concerned had fulfilled the obligations under the Malaysian Aviation Consumer Protection Code (MACPC), 35 complaints that were withdrawn by consumers, 31 complaints that were beyond the scope of the MACPC, 29 complaints that pertained to bookings made through travel agents as well as three complaints that were lodged more than a year from the incident date.

Saripuddin Hj. Kasim, MAVCOM's executive chairman, said Malaysia’s aviation service providers should prepare by taking heed of the complaints breakdown observed in the consumer report as guidance to further improve service levels as well as address the root cause of prevailing issues. "As a proactive measure by MAVCOM, we have also been actively engaging aviation service providers to ensure that these issues are being addressed," he added.

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