KUALA LUMPUR: Transport Minister Anthony Loke announced earlier today that airlines must offer customers the option of a full refund for flight delays of five hours or more.
Currently, passengers affected by delays or cancellations are entitled to different forms of compensation.
The Malaysian Aviation Commission (Mavcom) provides details of how refunds for flight delays and cancellations currently work.
Delays
2 hours and above - Meals, telephone calls and internet access
5 hours and above - Hotel accommodation and transport
Cancellation
A full refund or alternative flight
Exceptions to the rule are for "extraordinary circumstances" - This refers to delays or cancellations caused by security risks or extreme weather.
Passengers who feel they have not been fairly compensated can lodge a report with the airline before contacting Mavcom.
Mavcom also provided the following examples of scenarios passengers could face.
Scenario 1: Flight delay
Ali purchased two separate tickets from Penang to Kuala Lumpur from ABC Airline and Kuala Lumpur to Singapore from XYZ Airline. His flight with ABC airline was delayed for 8 hours. Due to this delay, Ali missed his connecting flight with XYZ Airline to Singapore. Is Ali entitled to compensation and care for his missed connecting flight to Singapore?
ABC airline is only responsible for Ali's flight from Penang to Kuala Lumpur. As the delay was more than 5 hours, ABC Airlines is responsible to provide Ali with the following:
Meals, limited telephone calls and internet access (where available);
Hotel accommodation (where an overnight stay becomes necessary);
Transport between the airport and the hotel (where necessary);
Since Ali holds a separate booking with XYZ airline to Singapore, ABC Airline will not be responsible for any consequential costs related to his travel arrangements for his connecting flight.
Scenario 2: Flight delay
Hani holds a single ticket from Penang to London with a transit in Kuala Lumpur with ABC Airline. Her flight from Penang to Kuala Lumpur was delayed for 3 hours. As a result of that, she would miss her connecting flight to London. What is Hani entitled to?
ABC airline is responsible for transporting Hani to her final destination (London) as she holds a single ticket with ABC Airline from Penang to London. As the delay was caused by ABC Airline, it is the responsibility of ABC Airline to accommodate Hani on the next available flight to London at no additional cost.
In the meantime, Hani is also entitled to meals, telephone calls, internet access (where available) and accommodation (where an overnight stay becomes necessary).
Scenario 3: Flight cancellation
Ali's flight from Kuala Lumpur to Beijing with ABC Airline was cancelled. ABC Airline offered him an alternative flight the next morning as that was the immediately available flight or a full refund of the ticket. Ali found the alternative flight unsuitable and decided to purchase another ticket with XYZ Airline. Can Ali request ABC Airline to pay for the ticket purchased with XYZ Airline?
Rescheduling of flights are inevitable in the airline industry for various operational circumstances. However, the airline is obliged to provide sufficient notice as well as provide the first available alternative flight or a full refund to affected passengers.
In this case, ABC Airline had offered an alternative flight or a full refund to Ali. Hence, ABC Airline has fulfilled its obligation and is not liable to pay for the ticket purchased with XYZ Airline.