If an airline fails to meet the target, it could impact their application for renewal or additional Air Traffic Rights (ATR) with CAAM.

ATR applications are requests for permissions granted to airlines to operate specific routes and flights. An Air Traffic Right Certificate (ATRC) is required for any Air Service Licence (ASL) holder who intends to undertake to carry by air or use any aircraft for the transport of passengers, mail, or cargo for hire and reward upon any scheduled journey between 2 or more places of which at least 1 place is in Malaysia. For more information on the ATR, please visit Air Traffic Rights.

Furthermore, CAAM receives airline consumer complaints through multiple channels, including its website, e-mail, telephone calls, mobile application, in-person visits, and traditional mail. Each complaint is carefully reviewed, and a summary of these consumer complaints is prepared and reported bi-annually. The reports can be accessed here.

Airlines are required to comply with the Malaysian Aviation Consumer Protection Code 2016 (MACPC). Failure to do so may result in financial penalties being imposed. To date, financial penalties totalling RM4.85 million were imposed on AirAsia Berhad, AirAsia X Berhad and Batik Air. The airlines were fined for contravening the MACPC, which included failing to disclose the final price of airfares, failing to communicate changes in flight status to consumers and failing to provide resolutions to consumers within 30 days.

CAAM also evaluates airport performance. For more information, please visit Airports Quality of Service (QoS) Framework.