KUALA LUMPUR (Bernama) -- The Malaysian Aviation Commission (MAVCOM) is giving airlines some leeway in resolving complaints and providing refunds to consumers due to the challenges faced by the airlines following the COVID-19 pandemic.
Under the Malaysian Aviation Consumer Protection Code , airlines are required to resolve complaints and provide refunds to consumers within 30 days from the receipt of the complaints.
It said that passenger travel has plummeted due to the pandemic, which has affected airline revenues and cashflows. "The Malaysian carriers have correspondingly received an inordinately high volume of passenger refund requests, which their resources are currently striving to manage,” it said. However, this regulation does not apply where the flight disruption is due to extraordinary circumstances outside of the airline’s control.
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