Transport Ministry: Airlines Must Offer Full Refunds For Delays Over 5 Hours Starting 2 Sept

Starting September 2, airlines in Malaysia will be required to offer a full refund option for passengers whose flights are delayed by five hours or more.

Full refund options available

This announcement was made by Transport Minister Loke Siew Fook, as part of the latest amendments to the Malaysian Aviation Consumer Protection Code 2016 (MACPC).

The amendments aim to strengthen consumer rights and will be officially enforced on the same date.

During a press conference, Loke explained that passengers who wish to cancel their journey due to significant delays can opt for a full refund.

Airlines must process these refunds using the original payment method unless the passenger prefers an alternative, such as a credit shell or flight voucher.

Importantly, the choice of refund method lies with the consumer.

The amendments also include several other key provisions:

1. Airlines must provide a refund option via the original payment method for flights delayed by five hours or more.
2. For delays caused by special circumstances, airlines must still offer a refund through the original payment method but may also provide alternatives like travel vouchers or credit points. Consumers have the right to choose their preferred refund method.
3. The refund must cover all additional charges, including fuel surcharges, taxes, fees, and levies, such as departure taxes, passenger service charges (PSC), and carbon emissions fees.
4. All canceled flights must be removed from all booking systems, including online and offline travel agency platforms, to prevent passengers from purchasing tickets for canceled flights.
5. Airlines must notify passengers of any changes to the scheduled departure time (STD) at least two weeks before the actual departure, except in cases of unavoidable technical issues. This regulation will take effect in January 2025.
6. Passengers denied boarding due to overbooking must be informed at the boarding gate counter.
7. The time limit for consumers to file complaints has been extended from one year to two years.