LETTER | Once more there has been talk of abolishing the Malaysian Aviation Commission (Mavcom) but the Consumers’ Association of Penang (CAP) feels that for the sake of upholding airline passengers’ rights, Mavcom must stay.
Since the inception of Mavcom, there have been calls by certain parties in the aviation industry for the commission to be shutdown. The excuse given has always been that Mavcom impedes the growth of the Malaysian aviation industry.
This excuse is commonly used by airline companies as a way to negatively portray Mavcom. However, to CAP, an association that hears and handles consumer complaints, we know that Mavcom is a boon to airline passengers.
In the past, airline passenger complaints frequently went unresolved because airlines did not have to be accountable for their actions (or lack of action). Airline passengers usually complained about issues related to refunds, baggage handling and not being informed about flight cancellations/postponements.
When CAP or the passengers themselves brought these complaints to their attention, the airline companies had no problem shirking their responsibility because they did not have to answer to anyone and there was no dedicated avenue for airline passengers to forward their grievances.
Now, because of Mavcom, we have the Malaysian Aviation Consumer Protection Code (MACPC). This code legally states the rights of airline passengers and therefore airline companies can no longer play ignorant when their mistakes are brought to light.
The existence of the MACPC has made it so that airlines have to be more careful in their operations and that complaints by their passengers are addressed accordingly.
We suspect that this is the true reason why airline companies keep attacking Mavcom; because they no longer have the freedom to do as they wish at the expense of their customers.
After all, let us not forget that Mavcom not only oversees the operation of airlines but also has set certain standards for airports; standards that if not adhered to will result in penalties. Yet clearly the opposition to Mavcom is coming from airline companies and not airports.
It is frustrating to hear that our transport minister is not looking at how much good Mavcom has done for all airline passengers in Malaysia but instead is giving in to the pressure of a few airline companies.
Mavcom must stay so that airline passengers retain their rights. We ask that all parties involved put an end to the calls to abolish Mavcom and instead work on bettering their operations so that airline passengers do not have a reason to complain.
The writer is president, Consumers Association of Penang (CAP).
The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.
