Consumers have the right to know the full cost of any air ticket. Your airline or travel agent should show you the following before you purchase your ticket, broken down by item. These include:

• Base air fare (includes all charges payable to the airline);
• Taxes and fees imposed by the Government;
• Fees and charges prescribed under any written law;
• Fuel surcharge;
• Optional services purchased by a consumer on an opt-in basis; and
• Other fees and charges as determined by CAAM to be imposed on consumers by airlines. (e.g., carbon fee)

The final price that you see and pay should include all these costs without any hidden “add-ons”. This ensures transparency for consumers on the full amount they are required to pay before the ticket is issued by the airlines.

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Hani was not able to view the breakdown of her ticket charges at the point of purchase on the website. She had to call the airline’s call centre to request for the detailed breakdown.

• Consumers must be informed of what they are paying for at the point of purchase.
• In this case, the airline must ensure the breakdown of charges is always transparent through all communication channels (website, call centre, travel agents, telephone, advertisements, mobile application). Consumers should not be required to contact the call centre to request for the detailed breakdown.

For more information, please refer to the Malaysian Aviation Consumer Protection Code 2016 (MACPC) – Part II, Paragraph 3: Minimum Service Level and Standards of Performance For Airlines and Aerodrome Operators – Full Disclosure of Air Fare.