PUTRAJAYA, May 20 — The Civil Aviation Authority of Malaysia (CAAM) has advised travellers to stay updated during the upcoming school holidays, amid global disruptions to airline operations and flight schedules.
CAAM advised consumers to keep informed and monitor the latest updates from their respective airlines before travelling, as air travel is expected to surge during the upcoming school holiday period.
In a statement today, CAAM encouraged travellers to regularly check flight status with airlines or airport operators and arrive at airports earlier to accommodate possible delays and congestion.
“Consumers are also encouraged to ensure contact details provided during booking are updated and reachable; and retain all travel and booking documents for reference,” the statement read.
CAAM also reminded consumers 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.
Under MACPC, consumers are entitled to the following rights:
Flight delays of five hours or more – Consumers may choose to continue their journey, with necessary assistance provided by the airline, including accommodation and transport where required, or opt for a full refund.
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.
Voluntary cancellations – Consumers are entitled to a refund of Passenger Service Charges (PSC), taxes, fees, fuel surcharges, and regulatory charges, subject to the applicable ticket terms and conditions.
“Consumers are encouraged to first seek a 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.
“Airlines and airport operators are expected to address consumer complaints within thirty (30) days in accordance with the applicable consumer protection requirements,” the authority said.
CAAM said consumers affected by delayed, damaged, or lost baggage are advised to immediately report the matter to the airline by filing a Property Irregularity Report (PIR) at the airport and retain all supporting documentation for claims and verification purposes.
Consumers should obtain updates and verified information only through official channels issued by airlines, airport operators, and relevant authorities, and familiarise themselves with consumer rights and complaint procedures through the FlySmart platform at www.flysmart.my.
