KUALA LUMPUR (Sept 2): All airlines are now required to offer refunds to passengers in their original mode of payment within 30 days for rescheduling or delaying flights on the day of departure, according to the Malaysian Aviation Commission (Mavcom).

“If a flight's departure time is changed by the airline, consumers are eligible for a refund if the new departure time is more than three hours earlier or later than the original time,” Mavcom director of consumer and public affairs Pushpalatha Subramaniam told a media briefing during the presentation.

For the delayed flight on the day of departure, airlines must provide meals, phone calls and internet access for flight delays of two hours or more.

For flight delays of five hours or more, airlines must provide hotel accommodation if an overnight stay becomes necessary as well as transport to the hotel and airport, including meals, phone calls and internet access.

This new mandate is part of the newly-gazetted Malaysian Aviation Consumer Protection Code 2016 (MACPC) effective on Monday.

“MACPC is applicable whenever flight disruptions occur in Malaysia. This applies to all airlines including foreign airlines operating in and out of Malaysia,” Pushpalatha said. 

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