Malaysia has introduced new rules requiring airlines to offer passengers a refund of their flight if it is delayed by more than five hours.
These rules also apply to passengers who do not take the delayed flight and book another one instead. The rules, which will come into force on Monday, are intended to strengthen consumer rights in Malaysia.
Airlines in the country have recently been struggling with flight delays and cancellations, with national carrier Malaysia Airlines experiencing disruptions due to engine problems on its Airbus A330 fleet.
Malaysian Transport Minister Anthony Loke also stated that all cancelled flights must be removed from booking systems, both online and offline travel agency platforms.
“This is intended to protect users from purchasing cancelled airline tickets,” he said at a press conference.
The policy is part of the revised Malaysian Aviation Consumer Protection Code 2016, which will be officially published on September 2.
In a statement released earlier this week by Malaysia Aviation Group (MAG) managing director Izham Ismail, the conglomerate would reduce its flights from now until the end of the year to address ongoing supply chain challenges, labour shortages and technical issues.
MAG operates Malaysia Airlines (MH, Kuala Lumpur International), Firefly (FY, Penang) and Malaysia Airlines’ pilgrimage flight operator Amal.
These flight cuts come after all three airlines experienced numerous disruptions last week. Among the disruptions was a Malaysia Airlines A330-300 flying from Australia’s Melbourne Airport to Kuala Lumpur, which had to make an emergency landing in Alice Springs in Australia’s Northern Territory due to engine problems.
Another Malaysia Airlines flight bound for Medina had to return to Kuala Lumpur International Airport (KLIA) due to similar engine problems.
The Civil Aviation Authority of Malaysia (CAAM) recently conducted an audit of the Malaysia Aviation Group (MAG) to investigate the causes of recent delays, cancellations and operational issues, said Mr Loke.
“We take the concerns about what is happening at MAG very seriously,” he said. “I am in contact with Izham Ismail and have asked him to take all necessary measures to ensure smooth operations.”
The Malaysian Aviation Commission will also continue to monitor the performance of airlines to ensure compliance with industry standards, Mr Loke said.
In Malaysia, airlines that fail to comply with the new rules face fines of up to 200,000 ringgit (about $46,000 or £35,000), with even higher penalties for repeat violations.
Similar measures have been implemented in the US, and Australia is considering reforms to strengthen consumer rights in air travel. Earlier this year, the US Department of Transportation introduced rules requiring airlines to display the full price of tickets, including all fees, in advance and to provide prompt cash refunds for cancelled or significantly changed flights.
The Australian government also introduced a new “Charter of Rights” this week, allowing air passengers to receive a cash refund for flights that are cancelled or unreasonably delayed. The initiative – part of the recently released Aviation White Paper – aims to revive the aviation sector after high costs and the collapse of two airlines, the Australian Broadcasting Corporation reported.
“If people don’t get the service they expect, then they are entitled to their money or to an equivalent service,” said Australian Transport Minister Catherine King.
