You’ve probably seen countless of times by now, unsatisfied customers creating a scene at the customer service helpdesk or even bombarding the airline’s social media page about the complaints they lodged that are left unattended or perhaps, overlooked. Some travelers might even just brush it off and accept whatever happens as long they arrive to their destination in one piece.
But did you know that as a consumer we have rights that allows us to get some form of compensation from the airline company in case of any unwanted incidents?
According to the Malaysian Aviation Commission (MAVCOM), “If you travel by air in Malaysia, your rights are clearly defined and protected under the national law. These rights cover dealings with airlines, airports and other aviation service providers, including foreign airlines operating into and out of Malaysia. Knowing your rights can help you receive a fair outcome if something goes wrong while traveling.”
The Malaysian Aviation Consumer Protection Code 2016 is kind of a long document (which you can read here), so we’ve simplified eight basic rights that every Malaysian traveler should know and exercise.
Flight Delays
Ah yes, the most common problem of all problems in the aviation industry. There are two types of compensation you are entitled to depending on the length of the delay.
- Flight delays two hours or more: Meals, telephone calls, and internet access.
- Flight delays five hours or more: Hotel accommodation, transport, meals, limited telephone calls, and internet access (where available), transport between the airport and the hotel (where necessary).
The airline however would not be able to provide compensation for “extraordinary circumstances” such as security risks or extreme weather which the airline could not have known would happen.
Flight Cancellations
Now this may just be every traveler’s nightmare, nobody would want their flight to be cancelled which will ultimately result in an unfortunate chain of events such as missing your daughter’s wedding, your cousin’s funeral, or ruining your dream vacation.
So, what can the airline do to help fix the situation?
- Cancelled flights: The airline must offer an alternative flight including the next immediate available flight or a full refund of the ticket purchased.
Denied Boarding – Overbooked Flight
Earlier this year, United Airlines sparked controversy and rage from people all over the world after they forcibly removed one of their passengers which caused him sever injury due to overbooking on their flight. The issue has then been resolved and let’s hope such incidents will not happen again.
Overbooking is when an airline has sold more tickets than the number of seats available for a particular flight and it isn’t an uncommon issue in the airline industry. It’s bound to happen every now and then.
So, what happens if you happen to be removed from a flight either voluntarily or involuntarily?
- Overbooked flight: Meals, limited telephone calls and internet access (where available), hotel accommodation (where an overnight stay becomes necessary), and transport between the airport and the hotel (where necessary) as well as the choice of either a full refund of the ticket or re-routing you on the next flight possible.
Lost, Damaged, and Delayed Baggage or Items
If you’ve arrived at your destination, the first thing you’re probably looking forward to do is to collect your luggage (apart from turning your phone on). But what happens if your luggage turns out to be damaged or even worse – missing? There are even certain cases where your luggage may arrive later than your flight for some reason.
So, what should you do? You must file a written complain to your airline in these circumstances:
- Damaged luggage: File a complaint within seven days of your arrival and provide proof of purchase (receipt) or your luggage. The airline will reimburse you accordingly.
- Delayed luggage: File a complaint within 21 days of your arrival and provide proof of purchase (receipt) or your luggage. The airline will reimburse you accordingly.
You must be wondering whether you can actually file a claim if you are flying on a budget airline. Well according to Mavcom, “Airlines are liable to pay compensation in the event of damaged/delayed/lost baggage, regardless whether the consumer had purchased any travel insurance.”
For those who might have mobility issues and need to use mobility equipments such as wheelchairs or walking aids, you can request for assistance from your airline provided that you have informed them at least 48 hours before take off.
Sometimes, you may even have your own wheelchair or walking aid that you will bring along the flight. But what happens in the event if your mobility equipment has been damaged or lost?
- Damaged/lost mobility aids: The airport or airline is obliged to compensate your mobility equipment based on the prevailing market price of the wheelchair. You are also entitled to a temporary replacement equipment while your compensation is being processed.