Kuala Lumpur: The Malaysian Aviation Commission (MAVCOM) reported that 99 per cent of all complaints received in the second half of 2024 (2H 2024) were successfully resolved, with 37 per cent of these cases resulting in airlines reversing their initial decisions in favour of consumers.

According to BERNAMA News Agency, MAVCOM revealed in its bi-annual Consumer Report for 2H 2024 that a total of 2,613 complaints were received, marking a 34 per cent increase compared to 1,948 complaints registered in the corresponding period in 2H 2023. The report indicated that 2,581 complaints (99 per cent) were related to airlines, while the remaining 32 (one per cent) involved airport services.

Malaysia Airlines accounted for the highest number of complaints among airlines, registering 921 complaints, followed by AirAsia with 611, and Batik Air with 437. MAVCOM noted that domestic airlines such as AirAsia, AirAsia X, Batik Air, Firefly, Malaysia Airlines, and MASwings successfully met the 90 per cent resolution target for closing complaints within 30 days. In contrast, foreign airlines reported a resolution rate of 54 per cent, indicating areas for improvement to ensure higher consumer satisfaction.

MAVCOM executive chairman Datuk Seri Saripuddin Kassim emphasized the importance of the industry not only meeting growing demand but also upholding the rights of consumers as air travel continues to rebound. He urged all aviation players to prioritize consumer needs, especially in effectively resolving complaints. Saripuddin highlighted the positive trend in consumer awareness of their rights and the improvement in resolution efforts by Malaysian carriers. He stressed the need for continued collective effort by the aviation industry to further elevate consumer knowledge and protection.