Mavcom presses airlines to make refunds for cancelled flights

The airline regulator Mavcom says refunds should include the cost of the ticket and other charges or fees. (Bernama pic)

KUALA LUMPUR: The Malaysian Aviation Commission (Mavcom) is insistent that airlines should not fail to refund affected consumers for flights that had been cancelled as a result of international and local travel restrictions necessitated by the Covid-19 pandemic.

Mavcom said it would continue to discharge its duties under the law and the Malaysian aviation consumer protection code.

Airlines, as a matter of principle, ought to make refunds to the affected consumers of an amount equivalent to the cost of the ticket at the time of purchase including taxes, charges and fees prescribed under any written law, and charges for optional services.

“Airlines are to exercise the principles of reasonableness and fairness in determining the manner of refund that is provided to the affected consumers.

“The manner of refund should place the affected consumers in a similar position at the point of purchasing the ticket, which would be in the best interests of the airlines and affected consumers,” the regulator said in a statement today.

Nevertheless, it acknowledged that airlines have been accommodating the requests for refunds by affected consumers. Mavcom encourages all airlines to endeavour and to continue their best efforts in providing refunds to the affected consumers,” it said. - FMT