Malaysia's revised Aviation Consumer Protection Code 2016 to take effect on 2 Sep 2024

Improvements include requiring airlines to offer refund options if flights are delayed by more than five hours and passengers choose not to continue.

Effective 2 September 2024, airlines must offer a refund if a traveller's flight in Malaysia is delayed by five hours or more. 

Malaysia's transport minister, Anthony Loke Siew Fook, said on Thursday (29 August 2024) that as part of the upcoming revisions to the Aviation Consumer Protection Code 2016 (MACPC), passengers who opt not to continue their flights, too will be offered the option of a refund.

"Previously, airlines were only required to offer food, telephone calls, internet access and lodging in case of overnight stays," Minister Loke added. 

Here is a recap of the other provisions of the protection code: 

Flight disruption - emergency conditions 

For flight interruptions caused by extraordinary circumstances, the airline is required to first offer a refund in the original mode of payment.

Airlines may also offer alternative reimbursement modes such as travel vouchers or credit shells. 

However, users have the right to choose their preferred mode of refund. 

Communication regarding changes in flight status

• Any changes in the scheduled time of departure must be notified to the user at least two weeks prior to the actual time of departure, unless it is due to extraordinary circumstances or unavoidable technical problems, effective January 2025.
• All cancelled flights must be removed from all booking systems, including online and offline travel agent platforms to protect users from purchasing cancelled flight tickets. 

Full disclosure of airfares

• The airline must publish the inclusive price at the time of advertising and before the purchase of the ticket by the consumer, including any and all fees and charges.
• The advertisement must not be false, misleading or deceptive.

Refunds

• Mandatory reimbursement of fuel surcharges, taxes, fees, and charges such as emission levies, Passenger Service Charges (PSC), carbon fees, etc.
• This is applicable to tickets that have a refund value (refundable ticket) and tickets that do not have a refund value (non-refundable ticket) for flights not taken by the user. 

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