KUALA LUMPUR, 22 April 2025 – The Malaysian Aviation Commission’s (MAVCOM) 17th Bi-Annual Consumer Report saw a rise in complaints received for the second half of 2024 (2H24) as it continued efforts to bolster consumer protection while monitoring airline and airport service levels.

Highlights of the Consumer Report

From July to December 2024, MAVCOM received a total of 2,613 complaints, a 34 per cent increase compared to 1,948 complaints registered in the corresponding period in 2023 (2H23). Of the total, 2,581 complaints (99 per cent) were on airlines, while the remaining 32 complaints (1 per cent) involved airport services. The grievances were predominantly centered around flight cancellations, delays, and rescheduling, which collectively comprised 53 per cent of the total.

Malaysia Airlines accounted for the highest number of complaints at 921, followed by AirAsia with 611 and Batik Air with 437. For every 1,000,000 passengers carried, Firefly received the highest number of registered complaints with 256 complaints, followed by Malaysia Airlines with 142 complaints, and Batik Air with 111 complaints.

Among airports, KL International Airport Terminal 1 (KUL T1) recorded the highest number of complaints with 13 cases, followed by KL International Airport Terminal 2 (KUL T2) with 6 complaints – the majority of these primarily involved airport facilities.

In terms of complaint resolution by domestic airlines, AirAsia, AirAsia X, Batik Air, Firefly, Malaysia Airlines, and MASwings successfully met the 90 per cent resolution target for closing complaints within 30 days. In contrast, foreign airlines reported a resolution rate of 54 per cent, highlighting there were still areas for improvement to ensure higher consumer satisfaction. Additionally, 32 grievances involving airports were resolved within the 30-day timeframe, reflecting continued efforts to address consumer issues promptly.

Notably, 99 per cent of all complaints received by MAVCOM were successfully resolved, with 37 per cent of these cases resulting in airlines reversing their initial decisions in favour of consumers.

Monitoring of Airline and Airport Performance

MAVCOM continued to monitor airline operational performance based on key metrics, including On-time Performance (OTP), which requires at least 85 per cent of flights to depart within 15 minutes of the scheduled time of departure each month.

In 2H24, AirAsia, AirAsia X, Batik Air, and Malaysia Airlines did not meet the 85 per cent OTP target for international flights. For domestic routes, Malaysia Airlines achieved the OTP targets from October to December 2024, while AirAsia X met its target from August to November 2024. However, it is noted that other airlines did not reach the 85 per cent OTP benchmark during this period.

Additionally, the performance of Malaysia’s airports is observed by MAVCOM through the Airports Quality of Service (QoS) Framework, which comprises 28 service quality elements grouped under 4 service quality categories, including passenger comfort and facilities, passenger and baggage flows, operator equipment and staff facilities, and queuing times. The performance of Malaysia’s airports under this framework is anchored on 4 key measurement mechanisms. These include independent inspections at airports, passenger surveys, data provided by airport operators regarding specific performance assessment indicators, and the availability of equipment and operator. This information allows MAVCOM to determine whether the established targets are being successfully met.

Monthly performance results under the Airports QoS Framework are published on the MAVCOM website from Quarter 1 of 2024 (Q124). Airports that are currently monitored include KUL T1 and KUL T2, Kota Kinabalu International Airport, Langkawi International Airport, Kuching International Airport, Miri Airport, and Senai International Airport. As part of its plans for 2025, MAVCOM aims to implement the framework at Sultan Abdul Aziz Shah Airport, Penang International Airport, and ⁠Kota Bharu Airport.

Findings from MAVCOM’s Consumer Survey 2024

MAVCOM conducted the Annual Consumer Survey in December 2024 to assess consumers’ awareness of their air travel rights and experiences with airlines and airports. The survey also examined the most common issues encountered during their travel journey. The survey was carried out on both online platforms and face-to-face interviews at key airports across Malaysia.

Key findings from the survey indicated that 67 per cent of respondents were aware of their air travel rights. Consumers demonstrated the highest awareness in 3 main areas:

• Airlines cannot increase ticket prices after payment or automatically add optional services
• Consumers have the right to file claims for mishandled baggage, including lost, damaged, or delayed baggage
• Airlines must provide a detailed breakdown of airfare costs before ticket purchase

The survey also found that 1 in 4 respondents had encountered travel-related issues in the past year. The most commonly reported problems were flight delays, mishandled baggage, and flight cancellations. Additionally, consumer satisfaction with airlines’ handling of complaints also improved, with 88 per cent of respondents satisfied with airline responsiveness and 78 per cent with compensation handling.

“As air travel continues to rebound, it is crucial that the industry not only meets growing demand but also upholds the rights of consumers. The enhancements to the Malaysian Aviation Consumer Protection Code 2016 (MACPC) and our monitoring efforts are designed to ensure consumers are better protected and informed. We urge all aviation players to place consumer needs at the forefront, particularly in resolving complaints effectively. Our survey findings indicate a positive trend in consumer awareness of their rights and improvement in the resolution efforts by Malaysian carriers. However, there is always room for more improvement. Continued collective effort by the aviation industry is necessary to further elevate consumer knowledge and protection. MAVCOM remains committed to further enhancing public education and outreach efforts to ensure that consumers are well informed and empowered throughout their air travel experience,” said Datuk Seri Hj. Saripuddin Hj. Kasim, Executive Chairman of MAVCOM.

For more detailed insights, the full Consumer Report is available at MAVCOM’s Research and Reports page.