KUCHING, June 11 — The Civil Aviation Authority of Malaysia (CAAM) is closely monitoring recent flight disruptions involving AirBorneo services across Sabah and Sarawak and has reminded the airline of its obligations to consumers under the Malaysian Aviation Consumer Protection Code 2016 (MACPC).

In a statement, CAAM said the flight delays, cancellations and schedule changes were attributed by AirBorneo to operational and maintenance-related issues.

While stressing that safety must remain the highest priority in flight operations, the aviation regulator said affected passengers must continue to be treated fairly and in accordance with consumer protection requirements.

“AirBorneo is reminded to take all reasonable measures to minimise inconvenience to affected consumers and to ensure compliance with its obligations under the MACPC while maintaining the highest standards of operational safety,” said the authority.

CAAM advised passengers affected by the disruptions to check the latest status of their flights before heading to the airport and to contact the airline directly for updated information, available assistance and alternative travel arrangements.

The authority noted that under the MACPC, airlines are required to provide timely, accurate and updated information on flight delays, cancellations or schedule changes, including the reasons for the disruption and the options available to affected passengers.

It added that, depending on the nature and duration of the disruption, consumers may be entitled to care and assistance such as meals, communication facilities, accommodation, transportation, re-routing to their final destination or refunds, subject to the provisions of the code.

CAAM encouraged affected passengers to first seek resolution directly with AirBorneo through the airline’s official customer service channels.

“Airlines are required to address consumer concerns promptly and provide clear guidance on the available remedies and next steps,” it said.

Passengers who are unable to resolve their issues with the airline, or who are dissatisfied with the response received, may lodge complaints with CAAM via its FlySmart platform, online complaint form, email or consumer hotline.

The regulator said it will continue to monitor the situation and assess AirBorneo’s compliance with applicable consumer protection requirements under the MACPC.

“Airlines are expected to ensure that communication, assistance, re-accommodation and refund processes are carried out in a timely, transparent and accountable manner,” it said.

CAAM also reaffirmed its commitment to safeguarding consumer rights while maintaining safety as the highest priority in Malaysia’s civil aviation sector.

In a statement earlier, chief executive officer Megat Ardian Wira Mohd Aminuddin said the flight disruptions were caused by multiple aircraft becoming unavailable at the same time due to scheduled maintenance and technical rectification works.

He assured that the airline has been working around the clock to restore normal operations and minimise further disruptions. — The Borneo Post