Malaysia Airlines tops complaints to Mavcom

51% of complaints received by the Malaysian Aviation Commission for the first half of 2019 concerned Malaysia Airlines, followed by AirAsia and Malindo Air.

PETALING JAYA: More than half of the 810 complaints received by the Malaysian Aviation Commission (Mavcom) for the first six months of the year were on Malaysia Airlines.

In its Consumer Report for Jan 1 to June 30, Mavcom said 798 complaints were on airlines and 12 on airports.

This, it said, was a decrease of 5.6% in complaints compared to the corresponding period in 2018.

“(A total of) 99.3% of the complaints received have been resolved and closed by Mavcom,” said the report.

Nearly 49% of the complaints were for mishandled baggage, processing of refunds and online booking issues.

It said 54% of the complaints resulted in the airlines reversing their initial decision and producing a resolution that was more equitable or satisfactory to the consumer than initially provided.

Complaints on Malaysia Airlines amounted to 51%, followed by AirAsia (22.6%) and Malindo Air (12.7%)

“Malaysia Airlines received the highest number of complaints with 45 complaints for every million passengers carried.

“This is followed by Malindo Air and AirAsia X, which received 24 and 16 complaints, respectively, per million passengers carried.”

The number of complaints on airports remained unchanged from the corresponding period last year with 12. These involved seven airports nationwide and were mainly related to airport facilities, security and customer service.