Kuala Lumpur, 24 February 2021 – The Malaysian Association of Tour and Travel Agents (MATTA) is thankful that the Malaysian Aviation Commission (MAVCOM) has finally spoken up on issues of air ticket refunds.
MATTA Vice President Air Transportation Shazli Affuat Ghazali said, “MATTA has expressed our concerns and reiterated this issue many times through our numerous statements. We have been actively engaging with key policy makers including the Ministry of Tourism, Arts and Culture (MOTAC), MAVCOM and Tribunal for Consumer Claims.”
“Earlier on, we had already foreseen the problem and hardship that affected consumers due to the ongoing pandemic and the unprecedented circumstances that have risen from limitations to air travel. It is a matter of principle to provide refunds for cancelled air tickets as most services are still not rendered due to the extraordinary situation.”
“We are firm that taking deposits for future services and the inability to provide refunds for the consumers is not prudent financial management despite the adverse conditions of the aviation sector. Many others are also currently facing fiscal problems and not just the airlines.”
“MAVCOM is finally acting duly to one of its functions in providing a mechanism for protection of consumers by directing the airlines to issue full refunds on cancelled air tickets. Airlines must cooperate and accommodate the requests by consumers as best as they can.”
“Under the new norm, it is also important to have this cancellation issue resolved as it can shift booking patterns and travel trends in the future. It may also affect consumer’s confidence in travelling throughout these uncertain times, which is something that the airlines must bear in mind once they are able to fully render their services again,” concluded Shazli.
SHAZLI AFFUAT GHAZALI
Vice President Air Transportation
Term 2019 – 2021