Before Your Flight
At The Airport
After Your Flight
Complaints
Consumer Complaints
We will accept complaints relating to any aviation services in Malaysia except for matters relating to safety and security. Feel free to contact us if your complaint is about any airline or airport service occurring in Malaysia.
We recommend that you contact the relevant airline or airport first to give them the opportunity to resolve the issue. However, if you are not satisfied with the airline’s or airport’s response, submit a complaint to us through our online form.
You will receive an acknowledgement email with your case reference number after submitting your complaint. Keep this reference number to check on the status of your complaint via our Check Status page. Airlines and airports have up to 30 days to provide a resolution to consumers.
You can email us at consumer@caam.gov.my and we will assist to retrieve it for you.
Yes. CAAM will review the matter further. Submit your complaint and the airline’s or airport’s response to us via our online form.
All complaint channels made available for consumer complaints should be accepted for further action by airlines.
Yes, as long as the complaint relates to the foreign airline’s operations in Malaysia.
You must submit a complaint to us within 2 years from the date of the incident.
However, consumers are encouraged to lodge a complaint with airlines as soon as they encounter a flight issue.
Air Fares
Yes, airlines are required to disclose the final price of the airfare to ensure transparency for consumers. For the purpose of transparency, the airline must itemise and provide the breakdown of the total fare into the following categories before the consumer proceeds to make the payment:
- The base fare, including all charges payable to the airline
- This includes any financial charges such as credit card fee, debit card fee, online payment transaction fee, processing fee, administrative fee, carrier-imposed fee and any other fees and charges that are payable to the airline.
- Taxes and fees imposed by the Government
- These include any taxes and fees required by the government. For example, in Malaysia, this may include service tax applied to flight ticket purchases.
- Fees and charges prescribed under any written law
- In contrast to the government-imposed taxes and fees which fall due to the Government, a written law may compel the collection of a fee or charge by a particular party for purposes as set out in the said law.
- The Passenger Service Charges (PSC) which are legislated under the Malaysian Aviation Commission (Aviation Services Charges) Regulations 2016 and the departure levy which is to take effect commencing 1 September 2019 are examples of fees and charges prescribed by written laws in Malaysia.
- In India, Passenger Service Fee is collected from embarking passengers pursuant to rule 88 of the Indian Aircraft Rules 1937. The New Zealand Government on the other hand, imposes the International Border Clearance Levy on passengers to recover the costs incurred by its Customs for arrival and departure from New Zealand as decreed by the amendments to the Customs and Excise Act 1996 and Biosecurity Act 1993.
- Fuel surcharge
- Fuel surcharge is a fee that airlines charge to cover the fluctuating cost of the fuel.
- Charges for optional services purchased by a consumer on an opt-in basis (if any)
- Charges for optional services selected by consumers during the booking process, such as insurance, meals, check-in baggage, sports equipment, or seat selection. These charges are voluntary, and consumers must still be able to complete the ticket purchase without selecting any optional services.
- Other fees and charges as determined by the Commission (for example, Carbon Fee).
Airlines must clearly display the following key terms and conditions before you purchase a ticket:
- Cancellation fees
- Refunds and rebooking policies
- Baggage allowance policies
- No-show policies (Consumer not turning up for a booked flight at the airport)
- Validity of consumer’s travel documents
This requirement is also applicable to tickets purchased through travel agents. If you cannot find one or more of these details, contact your airline for clarification.
No. Airlines should not automatically add on any additional services to your fare. You should always be told about any such services and be given the chance to “opt-in” only if you choose to.
Flight Delays
For flight delays of 2 hours or more, you are entitled to meals, phone calls, and internet access.
For flight delays of 5 hours or more, you are entitled to meals, phone calls, internet access, hotel accommodation (if an overnight stay becomes necessary), and transport between the hotel and the airport (if necessary).
If you decide not to continue your journey, you are entitled to a refund of the full cost of the ticket, inclusive of taxes and fees, in the original mode of payment, within 30 days.
A refund depends on the terms and conditions of your ticket.
However, you are entitled to a refund of mandatory charges such as Passenger Service Charges (PSC), taxes, fees and charges imposed by the Government or prescribed by any written law, fuel surcharges, and other fees and charges determined by the airline (e.g., Carbon Fee). Refunds must be remitted within 30 days in the original mode of payment.
This entitlement applies to both refundable and non-refundable flight tickets.
When flights are delayed due to extraordinary circumstances beyond the airline’s control such as weather, security risks, etc., airlines must first offer a refund in the original mode of payment within 30 days. While airlines may offer alternative refund options, like travel vouchers or credit shells, you have the right to choose your preferred method of refund.
Flight Cancellation
If your flight is cancelled, you have the right to choose for a full ticket refund of the full cost of the ticket (inclusive of taxes and fees) in the original mode of payment within 30 days or rerouting with comparable transport conditions at no additional cost.
Airlines are also required to remove all cancelled flights from booking platforms, including online and offline travel agents, to prevent consumers from purchasing tickets for unavailable flights.
When flights are delayed due to extraordinary circumstances beyond the airline’s control such as weather, security risks, etc., airlines must first offer a refund in the original mode of payment within 30 days. While airlines may offer alternative refund options, like travel vouchers or credit shells, you have the right to choose your preferred method of refund.
For both refundable and non-refundable tickets, airlines are required to refund all mandatory charges for flight tickets that consumers did not use Passenger Service Charges (PSC),taxes, fees and charges imposed by the Government and prescribed by any written law, fuel surcharges and any other fees and charges imposed on consumers by airlines (e.g., carbon fee). Refunds must be remitted within 30 days in the original mode of payment.
Flight Rescheduling
For changes to flights of 3 hours or more (whether before or after the Scheduled Time of Departure or STD), airlines must inform consumers as soon as practicable or at least 24 hours before the STD.
Effective January 2025, airlines must notify consumers of any changes to the STD at least 2 weeks in advance, except in cases involving extraordinary circumstances or unavoidable technical problems.
If your flight is rescheduled by three hours or more (whether before or after the Scheduled Time of Departure or STD), you are entitled to rerouting to your final destination on comparable transportation. Alternatively, if you decide not to continue your journey, you can request a full refund of the ticket cost, inclusive of taxes and fees, which must be processed within 30 days.
The airline is required to notify you of the rescheduling as soon as practicable or at least 24 hours before the STD.
Starting January 2025, airlines will also be required to notify consumers of any changes to the STD at least 2 weeks in advance, except in cases involving extraordinary circumstances or unavoidable technical problems.
Denied Boarding
In cases of overbooking, airlines must inform you at the check-in counter or departure gate if you are being denied boarding due to insufficient seats. Airlines cannot deny you boarding once you have already boarded the aircraft. In such cases, you are entitled to a refund of the full cost of the ticket (inclusive of taxes and fees) in the original mode of payment within 30 days or rerouting to your destination under comparable transport conditions. If rerouting is chosen, the airline must provide meals, phone calls, internet access, and, if necessary, hotel accommodation and transport between the hotel and airport.
See our page on Denied boarding for further details on when you can be lawfully denied boarding and what your entitlements are.
Persons with Disability
The airport and airline should provide assistance from the moment the person arrives at the airport to when they exit the airport at their destination. This includes (but is not limited to) assistance with checking in baggage, boarding and leaving the aircraft, and reaching your connecting flights. Most Malaysian airports have ramps, elevators and restrooms that cater for persons with disability.
For more information about disability-related travel, see our Persons with disability page.
Contact your airline at least 48 hours before departure to inform them of your need for assistance.
Yes, if your mobility equipment is damaged or lost during a flight, you are entitled to compensation based on the prevailing market price of your mobility equipment. You can make a claim against either the operating airline or the contracting airline.
Visit our Damage of mobility equipment page for further details.
Lost, Damaged and Delayed Baggage
Yes. If your bags did not arrive on the same flight that you were on, you may claim up to 1,288 Special Drawing Rights for baggage delay, loss or damage per consumer. See below for the definition of Special Drawing Rights.
It is advised that receipts or proof of the value of your items are kept to validate your claims and claims made should be reasonable in relation to the length of delay.
Special Drawing Rights are a measure of currency created by the International Monetary Fund (IMF) to be used for international compensation. For more information on Special Drawing Rights, including their current value, visit the IMF’s official page.
Yes, if the conditions are met and the claims must be supported with receipts or proof of value. Claims must be submitted within the stipulated timeframes as outlined in the Malaysian Aviation Consumer Protection Code (MACPC).
Visit our page on Lost, damaged and delayed baggage to find out more.
If your baggage was lost, damaged or delayed, submit a written complaint to your airline as soon as possible. In the case of damaged baggage, make your claim on arrival or within 7 days of receiving your bags. In the case of delayed baggage, make your claim on arrival or within 21 days of receiving your bags.
However, you are encouraged to file a written complaint on arrival.
No, you cannot claim compensation from both the airline and the insurance company simultaneously. You may submit claims to both parties, but compensation will depend on the outcome of their respective investigations and reviews.
If the compensation offered by one party is insufficient to cover your losses, you may approach the other party to claim the balance, subject to the terms and conditions of your insurance policy and the findings of the investigation.
Both airlines and insurance providers have mechanisms in place to identify duplicate claims, and double claiming will not be permitted for mishandled baggage. Nevertheless, purchasing travel insurance is encouraged, as it may cover other unforeseen circumstances, such as medical issues when traveling abroad.
The Property Irregularity Report (PIR) is a formal complaint that consumers can file with the airline to report lost, damaged, or delayed baggage. This report is crucial for initiating the process of retrieving or compensating for the affected belongings.
Compensation
Yes. The Consumer Protection Code applies throughout Malaysia to any domestic or international flight operated by local or foreign carriers.
Money not refunded to the consumer must be submitted by the airline to the Registrar of Unclaimed Moneys. Consumers can claim their unrefunded money by contacting the Registrar of Unclaimed Moneys directly.
Identity of an Operating Airline
Yes. All airlines must inform you of the operating airline’s identity, either while you’re making a ticket purchase or as soon as the flight is deemed a codeshare flight.
Airport Facilities
Yes. All airlines must inform you of the operating airline’s identity, either while you’re making a ticket purchase or as soon as the flight is deemed a codeshare flight.
Most of Malaysia’s airports have ramps, elevators and restrooms that cater for persons with disability.
