KUALA LUMPUR: AirAsia X, Batik Air and Firefly have received the most number of complaints from airline passengers in the first half of 2024, according to the Malaysian Aviation Commission (Mavcom).
Mavcom today said the top complaints against airlines were for cancellations, delays and mishandled baggage during the first half.
It made up 42 per cent of the 2,083 complaints Mavcom received during the period.
In its 16th Bi-Annual Consumer Report released today, it said 98 per cent of complaints from consumers were for airlines' services.
The remaining two per cent of the complaints concerned airport services.
The commission said the number of complaints fell 32 per cent from the 3,063 complaints recorded in the same period in 2023.
For every 1 million passengers carried, Firefly received the highest number of registered complaints with166 complaints, followed by Batik Air with 139 complaints and AirAsia X with 127 complaints.
The Malaysian Aviation Consumer Protection Code 2016 (MACPC) stipulates that airlines and airports are required to respond to complaints within a period of 30 days.
Malaysia Airlines, MASwings, and Firefly achieved a resolution rate of over 90 per cent within the 30-day period.
As for airports, 89 per cent were resolved within 30 days.
Mavcom said the commission successfully resolved and closed 97 per cent (2,028) of the complaints received in the first half of 2024.
The commission's interventions resulted in 45 per cent of complaints being resolved in favour of consumers, with airlines reversing their initial decisions to provide more equitable outcomes.
However, 579 complaints were deemed unactionable due to incomplete documentation by consumers or other reasons beyond the commission's jurisdiction.