MOT, Mavcom criticised for inaction against airlines refusing to refund cancelled flights

CORONAVIRUS | The Malaysian Association of Tour and Travel Agents (Matta) said airlines should make cash refunds instead of offering "credits" for flights cancelled during the Covid-19 pandemic.

Matta vice president (air transportation) Shazli Affuat Ghazali also expressed disappointment with the government's silence towards airlines that are refusing refunds.

“Airlines should make cash refunds as their top priority and not issue credit notes which may have little or no value should they go insolvent.

"While they are being bailed out or given loans to resume operations post-pandemic, they must first pay out cash refunds to restore public confidence," he said in a statement today.

“It is a matter of principle to return payments collected from customers for services not rendered due to the current extraordinary circumstances.”

Shazli said the Malaysian Aviation Commission (Mavcom), as a regulatory body, should oversee the return of customers' money.

“We are disappointed by the silence of the authorities that include the Transport Ministry and Mavcom.

"One of Mavcom’s functions is to provide a mechanism for protection of consumers and the commission should have stepped forward to announce clearly what measures are in place or will be introduced for customers to get their money back.

"While it is painful enough for individual passengers to wait indefinitely for refunds, the agony is multiplied manifold among travel agents with angry customers constantly behind their back," he said.

Several airlines have suspended flights after a movement control order (MCO) was imposed on the country starting on March 18, in a move aimed at curbing the spread of Covid-19.

The MCO was supposed to end on March 31 but was extended until April 14.

Under the MCO, all non-essential businesses and services must close while people are only allowed to leave their homes for approved reasons.

Foreigners are also not allowed into the country while Malaysians cannot leave. - Mkini