KPDNHEP Wants Explanation From AirAsia Over Influx Of Flight Delay Complaints
The Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) expects AirAsia to provide feedback to them within 24 hours over the recent flood of complaints relating to flight delays and rescheduling
According to New Straits Times, KPDNHEP minister Datuk Seri Alexander Nanta Linggi said his ministry has conducted a preliminary study over the matter and has contacted AirAsia's management for feedback.
He said the ministry has compiled many consumers' grievances and complaints, including flight delays at short notice to passengers, flights being rescheduled to over six hours past its original time, and the lack of compensation for these inconveniences.
Nanta added that although the aviation industry is under the purview of the Ministry of Transport, he will intervene in the interest of consumer rights.
The minister noted that the grievances and complaints involving domestic flights were detected since the end of last month and are still ongoing
Many posts on social media show angry and dissatisfied customers tagging the airline and calling them out over the trouble caused by the long waits.
In light of the issues, Nanta reminded consumers of their right to claim compensation from the airline over the flight delays and rescheduling
"If you feel that you have not been adequately compensated, please lodge a formal complaint with the airline before contacting the Malaysian Aviation Commission (MAVCOM)," he said on his official Twitter account today, 10 May.
According to MAVCOM, he said consumers have the right to claim compensation in the event of a flight delay, which may come in the form of:
- Food, phone calls, and internet access, if the delay is over two hours,
- A hotel stay and transport, if the delay is over five hours, or
- A full refund or alternative flight, if the flight is cancelled.
The minister also asked AirAsia to provide a flow chart for the convenience of consumers on the process of filing a formal complaint for compensation.
In an earlier report by Malaysiakini, AirAsia had apologised just last week for 10-hour long domestic flight delays during the Hari Raya Aidilfitri and Labour Day weekend.
AirAsia did not immediately respond to a request for comment by SAYS today.
Malaysia Airlines also recently faced the wrath of passengers after a technical issue caused a plane's air conditioning to malfunction: