KUCHING, Jan 10: The Malaysian Aviation Commission (Mavcom) has instructed all airlines to deploy dedicated Delay Handling Teams on the ground for any flight delays lasting two hours or longer.
According to a press release issued by Mavcom today, ground staff deployed at all Malaysian airports must be empowered to assist and guide passengers in the event of a flight delay or disruption.
This is to ensure airlines improve passenger communication and provide the necessary care and requirements as per the Malaysian Aviation Consumer Protection Code 2016 (MACPC).
“Airlines shall apply these obligations whenever a flight disruption occurs, and more importantly, during festive seasons such as the upcoming Chinese New Year (CNY) and other peak travel periods,” the commission said.
As Mavcom has approved all the additional flights applied for by airlines for the upcoming CNY period, the airlines must be operationally ready to implement the obligations effectively, ensuring consumer comfort is prioritised.
“Mavcom has instructed all airlines to better manage flight disruptions with immediate effect and reminded airlines of their obligations toward consumers under the MACPC.
“The requirements were issued as a measure by the Commission in anticipation of the increased flight capacity and passenger traffic during the CNY festive season, one of the nation’s peak travel periods,” it emphasised.
Amongst others, airlines must immediately rectify any issues experienced by passengers following recent flight disruptions.
While Mavcom acknowledged that airlines have standard operating procedures (SOPs) in place to handle flight disruptions, the management of flight disruptions needs to be strengthened and urgently addressed.
As such, the instructions aim to immediately address concerns regarding airlines’ management and handling of flight delays and cancellations, especially during important festive holidays when air travel is expected to increase. — DayakDaily
