Flight delay refunds enhance consumer protection

28 August 2024

PUTRAJAYA: Airlines will soon be required to fully refund passengers for flights delayed by five hours or more, according to Transport Minister Loke Siew Fook.

Loke announced that this requirement is part of amendments to the Malaysian Aviation Consumer Protection Code 2016 (MACPC), aimed at enhancing consumer protection. The new regulations will be gazetted and enforced starting September 2.

Passengers will have the option to request a full refund if they choose to cancel their journey due to the delay.

Loke emphasized that airlines must refund affected passengers through the original mode of payment, although they can also offer alternatives such as credit shells or flight vouchers.

Consumers will have the right to select their preferred method of refund. Additionally, mandatory refunds will apply to fuel surcharges, taxes, and fees, including the departure levy, passenger service charges, and carbon fees.

This policy will be applicable to both refundable and non-refundable tickets for flights that consumers do not board.

Loke also stated that any changes to scheduled departure times must be communicated to passengers at least two weeks in advance, except in cases of extraordinary circumstances or unavoidable technical issues.