Select Page

As a traveller, you have the right to lodge a complaint about your travel experience. To help us best address your complaint, do follow the steps below:

 

STEP 1

Provide a history of your complaint:

Written complaints that were sent to the airline or airport, with their responses

Details of your flight, including flight number and date/time

Name of the airport, location and date

 

Other supporting documents that are applicable:

Copy of ticket/booking

Scanned copy of boarding pass

Screenshots or photos

Copy of medical certificate (if applicable)

Copy of passport / IC (if applicable)

Baggage report / Property Irregularity Report (PIR)

 

STEP 2

Submit your complaint to MAVCOM via this form.

STEP 2

Submit your complaint to MAVCOM via this form.

STEP 3

You will receive an initial response within 7 days after you submit your complaint to MAVCOM.

Important Note:
MAVCOM may request additional information/evidence to review the complaint further.

 

Please take note of the following:

  1. The complaint has to relate to the aviation industry otherwise MAVCOM has the right to reject it.
  2. Contact your airline or airport first to outline your issue or complaint.
  3. All airlines operating into and out of Malaysia (including foreign airlines) are expected to:
    1. Clearly provide you with the mailing address, contact number and email or web address, to which you should send any complaints; alternatively, you may check the airline and airport contacts here.
    2. Acknowledge your complaint within 24 hours.
    3. Provide a resolution to your complaint within 30 days.