KUCHING, Jan 13: The Malaysian Aviation Commission (Mavcom) has issued a show cause letter to Batik Air yesterday (Jan 12) following the airline’s unsatisfactory explanation regarding the flight disruption communication to customers of a flight from Kuala Lumpur to Kuching that affected 170 passengers in an eight hour delay on Dec 22 last year.
Mavcom was referring to Batik Air flight number OD 7634, which was scheduled to depart from Kuala Lumpur to Kuching at 11.35pm on Dec 22, 2022. The flight was however delayed by eight hours and eventually departed at 7.45am on Dec 23, 2022.
Following investigation on this flight disruption, Mavcom said Batik Air did provide information pertaining to the flight disruption.
“However, evidence to substantiate the information was insufficient to conclude if Batik Air took all measures to communicate to affected consumers about the flight delays that occurred on that day.
“Batik Air is required to submit its representation in writing to Mavcom,” Mavcom said in a statement today.
Quoting subparagraphs 8 (1) and 12 (6) of the Malaysian Aviation Consumer Protection Code (MACPC), Mavcom pointed out that an operating airline is required to provide to the passengers and public, information about any change in the status of a flight, as soon as practicable and the burden of proof on whether and when passengers were informed of a delay rest with the operating airline.
“It is Mavcom’s duty to ensure that an objective, in-depth investigation is carried out to form a definitive conclusion that determines the appropriate enforcement action.”
Depending on the nature and extent of any non-compliance with the MACPC, Mavcom said airlines may be imposed a financial penalty of up to RM200,000 for the first offence, and 10 times the penalty for a second or subsequent non-compliance with the MACPC.
To date, the Commission has imposed a total of RM4.7 million in financial penalties on airlines for non-compliance with the MACPC.
Mavcom also urged affected consumers to first provide the opportunity to the airline to provide a resolution to their complaint.
For those who did not receive a reply or are dissatisfied with the resolution provided by the airline, their complaints can be escalated to Mavcom through its website at www.mavcom.my.
Consumers may also submit their complaints via the Commission’s consumer sub-brand, FlySmart at www.flysmart.my, or the FlySmart mobile app which can be downloaded for free via the Apple App Store and the Google Play Store.
Consumers may also contact MAVCOM’s consumer hotline at 1800-18-6966 for calls within Malaysia or+603-7651 2777 for calls outside of Malaysia. — DayakDaily