CAAM urges travellers to monitor flight updates amid global disruptions, Malaysia school holiday rush

Travellers have also been reminded of their rights under the Malaysian Aviation Consumer Protection Code in the event of flight delays, cancellations, denied boarding, schedule changes, or baggage-related issues.

In view of the expected increase in air travel during the upcoming school holiday period in Malaysia, alongside ongoing global developments affecting airline operations and flight schedules in several regions, the Civil Aviation Authority of Malaysia (CAAM) has advised travellers (or "consumers") to stay informed and monitor the latest updates issued by respective airlines prior to travelling.

Referencing higher passenger traffic that can be expected at airports nationwide, CAAM urged travellers to:

• Regularly check flight status updates with airlines or airport operators;
• Arrive at airports earlier to accommodate possible operational adjustments and congestion;
• Ensure contact details provided during booking are updated and reachable, and
• Retain all travel and booking documents for reference purposes.

"Consumers are also reminded of their rights under the Malaysian Aviation Consumer Protection Code (MACPC) in the event of flight delays, cancellations, denied boarding, schedule changes, or baggage-related issues", the aviation authority added,

The rights available to consumers under the MACPC include:

• For flight delays of five hours or more, consumers may choose to continue their journey with the necessary assistance provided by the airline, including accommodation and transport where required, or opt for a full refund;
• For flight cancellations, denied boarding, schedule changes of three hours or more, and route cessations, consumers may be entitled to a choice of rerouting or a full refund, subject to the applicable provisions under the MACPC;
• For voluntary cancellations, consumers are entitled to a refund of Passenger Service Charges (PSC), taxes, fees, fuel surcharge, and regulatory charges, subject to the applicable ticket terms and conditions;
• Consumers are encouraged to first seek resolution directly with the respective airline or airport operator. Should the matter remain unresolved, complaints may be escalated through CAAM’s FlySmart platform for further assistance, and
• Airlines and airport operators are expected to address consumer complaints within 30 days in accordance with the applicable consumer protection requirements.

In that vein, the CAAM advised travellers affected by delayed, damaged, or lost baggage to immediately report the matter to the airline via a Property Irregularity Report at the airport, and retain all supporting documentation for claims and verification purposes.