Malaysia Airlines tops passenger complaints in 2018

Almost half of the complaints against airlines involved Malaysia Airlines. (File pic)

KUALA LUMPUR: The most number of complaints received by the Malaysian Aviation Commission (Mavcom) between July and December 2018 were against Malaysia Airlines.

Its latest consumer report showed that mishandled baggage, processing of refunds and flight delays made up the top three types of complaints during this period, contributing to 51.6% of total complaints.

The report said there were more complaints in 2018 than in 2017 regarding airlines and airport services, which it attributed to passengers becoming more aware about their rights.

Of the 821 complaints lodged with the commission, 810 were against airlines, about half of which involved Malaysia Airlines. Only 11 complaints were made against airports.

There were 413 complaints against Malaysia Airlines, an increase of 41.9% over the same period in 2017, and 230 against AirAsia, an increase of 36.1% (169 in 2017).

Complaints against Malindo Air registered a 58.9% drop, with 69 complaints, down from 168 in 2017.

In addition to the 821 complaints, the report said Mavcom also received 573 complaints which “were incomplete and therefore could not be properly evaluated”.

Complaints against airports decreased by 21.4%, with complaints mainly related to airport facilities, security and special assistance.

Mavcom said it resolved 99.6% of the complaints received during the six-month period, with 55% of these cases gaining a resolution in favour of consumers.