MALAYSIAN AVIATION CONSUMER PROTECTION

(AMENDMENT) CODE 2024 FACT SHEET

For detailed information on the newly gazetted and enhanced provisions, please visit the link below:
Malaysian Aviation Consumer Protection (Amendment) Code 2024

FLIGHT DISRUPTIONS:
FLIGHT RESCHEDULED AND RETIMED, FLIGHT DELAY, AND FLIGHT CANCELLATION

CONSUMER PROTECTION UNDER THE MACPC CONSUMER PROTECTION UNDER THE MACPC
BEFORE THE 2024 ENHANCEMENT AFTER THE 2024 ENHANCEMENT

A) Rescheduled and Retimed Flight A) Rescheduled and Retimed Flight No changes

If a flight’s departure time is changed by the If a flight’s departure time is changed by the
airline, consumers are eligible for a refund if airline, consumers are eligible for a refund if
the new departure time is more than 3 hours the new departure time is more than 3 hours
earlier or later than the original time. earlier or later than the original time.

B) Delayed Flight on the Day of Departure B) Delayed Flight on the Day of Departure

(i) For flight delays of 2 hours or more: (i) For flight delays of 2 hours or more: No changes

Meals Phone Calls Internet access

Meals Phone Calls Internet access

(ii) For flight delays of 5 hours or more: (ii) For flight delays of 5 hours or more: No changes

Meals Phone Calls Internet access

Meals Phone Calls Internet access

Hotel
Hotel accommodation,
Transport
accommodation, if an overnight
Transport between the
if an overnight stay
between the hotel and
stay becomes
hotel and airport
becomes necessary
airport
necessary
OR

Refund in the
Enhanced original mode of
protection payment within 30
days

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 MALAYSIAN AVIATION CONSUMER PROTECTION
(AMENDMENT) CODE 2024 FACT SHEET
For detailed information on the newly gazetted and enhanced provisions, please visit the link below:
Malaysian Aviation Consumer Protection (Amendment) Code 2024

FLIGHT DISRUPTIONS DURING EXTRAORDINARY CIRCUMSTANCES: FLIGHT DISRUPTIONS

THAT OCCUR BEYOND THE AIRLINE’S CONTROL - WEATHER, SECURITY RISKS ETC.

BEFORE THE 2024 ENHANCEMENT CONSUMER PROTECTION UNDER THE MACPC

AFTER THE 2024 ENHANCEMENT

Enhanced protection
Airlines are required to first offer a
refund in the original mode of
Airlines are not obliged to offer a refund to payment.
consumers.
Airlines can offer alternatives such
as travel voucher or credit shell.
However, consumers have the
First option
of refund choice on which mode of refund is
preferred.

COMMUNICATION OF CHANGE IN FLIGHT STATUS

BEFORE THE 2024 ENHANCEMENT CONSUMER PROTECTION UNDER THE MACPC

AFTER THE 2024 ENHANCEMENT
Enhanced protection
Where flight timings are changed more than 3 Where flight timings are changed more than 3
hours from the scheduled time of departure, hours from the scheduled time of departure, airlines
airlines must inform consumers 12–48 hours must inform consumers when the new timing is
before departure. determined or at least 24 hours before departure.
Airlines are no longer allowed to make changes to
the schedule within 2 weeks from the departure
date, except in extraordinary circumstances or
technical reasons. This will take effect from 1
January 2025.

OTHER NEW PROVISIONS IN THE MACPC - AFTER THE 2024 ENHANCEMENT

REFUND OF MANDATORY CHARGES FOR CONSUMERS DENIED BOARDING

WHO DO NOT TRAVEL
Enhanced protection Enhanced protection
Mandatory refund of fuel surcharge, taxes, fees, and Any denied boarding must be done at the check-in
charges such as the departure levy, Passenger Service counter or departure gate before the consumer
Charges (PSC), carbon fee, etc. This is applicable to boards the aircraft.
both refundable and non-refundable tickets.

REMOVAL OF CANCELLED FLIGHTS FROM BOOKING COMPLAINT TO AIRLINE OR MAVCOM

PLATFORMS

Enhanced protection Enhanced protection

Airlines are required to remove any cancelled flights The time limit for submitting a complaint is extended to
from all booking platforms immediately. 2 years.

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 SCENARIO: RESCHEDULED AND RETIMED FLIGHT
FROM KUALA LUMPUR TO SYDNEY

01 Original Schedule
Your flight was originally scheduled to depart at
9:00 AM on 15th September 2024, and everything
was on track for an on-time departure.

Notification of Rescheduling and Retiming 02

The airline notified you two weeks in advance, on 1st September
2024, that your flight has been rescheduled and retimed from 9:00
AM to 1:00 PM on 15th September 2024, resulting in a four-hour
rescheduling from the original departure time.

03 Options for Passengers

With the departure time retimed by 4 hours, you now have the following options:

Option 1: Re-routing Option 2: Request a Refund

Re-routing to a new flight Since the delay exceeds three (3) hours,
departing on 15th September you are entitled to request a refund.
2024 at 1:00 PM.

A rescheduled and retimed flight occurs when the airline changes your flight’s Scheduled
Time of Departure (STD) as stated on the ticket. In other words, the original flight time has
been changed to either an earlier or a later time, by the airline.

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 SCENARIO: FLIGHT DELAY AT THE AIRPORT FROM
KUALA LUMPUR TO BANGKOK

01 Original Schedule
Your flight from Kuala Lumpur to Bangkok was
originally scheduled to depart at 2:00 PM. At this
point, everything was on track for an on-time
departure.

Existing Provision

FlightDelay First Delay (2:00 PM to 4:00 PM) 02

At 2:00 PM, the airline announced that the flight would be
delayed by 2 hours and will now depart at 4:00 PM. As you
are already at the airport, the airline is required to provide
you with meals, internet access, and phone calls.
Meals Phone Calls Internet access

03 Second Delay (4:00 PM to 7:00 PM)

The airline announced a further delay at 3.30PM,
with a new departure time of 7:00 PM.

Options for
Options forPassengers
Passengers 04

With a cumulative delay from 2:00 PM to 7:00 PM, you now have two (2) options:

Existing Enhanced
Provision Option 1: Continue Your Journey Protection Option 2: Discontinue Your Journey

Meals Phone Calls Internet access Refund in the

original mode of
payment within 30
days

Transport
Hotel accommodation,
between the
if an overnight stay
hotel and
becomes necessary
airport

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INFOGRAPHIC: STEPS TO GET A REFUND AT THE AIRPORT
FOR A 5 HOURS FLIGHT DELAY

1 APPROACH THE AIRLINE

REPRESENTATIVE

If your flight is delayed over 5 hours and you wish to seek a

refund, visit the airline’s counter at the airport. The airline
representative will assist you with the refund request process.
If you encounter any difficulties, consider checking the
airline’s official channels for further guidance.

2 TRACK YOUR REFUND

REQUEST WITH AIRLINES

The airline is required to resolve your

refund within 30 days.

3 NO RESPONSE OR UNHAPPY WITH

OUTCOME FROM THE AIRLINE

If the airline doesn’t respond within 30 days

or if you’re unhappy with their resolution,
submit a complaint to MAVCOM.

4 TRACK YOUR COMPLAINT

STATUS WITH MAVCOM

Once your complaint has been

submitted, you can use the FlySmart
mobile app or the MAVCOM website,
to monitor its status.

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