MAVCOM, the Consumers Protector

The Malaysian Aviation Commission (MAVCOM) was formally established under the Malaysian Aviation Commission Act 2015 to regulate economic and commercial matters related to civil aviation in Malaysia. The goal is to promote a commercially viable, consumer-oriented and resilient civil aviation industry which supports the nation’s economic growth.

MAVCOM has also on the 18th of July 2016 announced the arrival of the newly gazetted Malaysian Aviation Consumer Protection Code 2016. The first in Malaysia’s aviation industry, the Code is the result of extensive engagement with relevant stakeholders and adapted from international guidelines such as the Montreal Convention 1999 and the International Civil Aviation Organization (ICAO)’s Core Principles on Consumer Protection.

“What this means for consumers is that when they travel by air in and from Malaysia, their rights are clearly defined and protected under national law. These rights cover dealings with airlines, airports and other aviation service providers, including foreign airlines operating into and out of Malaysia,” said Pushpalatha Subramaniam,
Director of Consumer Affairs of MAVCOM.

“A key objective of MAVCOM as envisaged by the Act is the protection of aviation consumer rights and interests,” added Pushpalatha.

Minimum service levels and standards as captured within the Code will benefit consumers directly. Among others, airlines and airports are now given 30 days to resolve consumer
complaints. It also calls for compensation and care due to flight delays exceeding two hours, cancellations and lost or damaged luggage.

To facilitate the implementation of the Code, MAVCOM has set up a Consumer Management System which took effect on the 5th of May 2016. If consumers are dissatisfied with a complaint resolution offered by an airline or airport, they can now escalate the complaint at

For more information about MAVCOM, please surf to You can also call the Consumer Hotline at +603 2772 0677 or the General Line at +603 2772 0600. Alternatively, visit its office at Malaysian Aviation Commission (MAVCOM), Level 19, Menara 1 Sentrum, Jalan Tun Sambanthan, 50470 Kuala Lumpur.