Background of MACPC (Amendment) 2019:
Gazetted on 10 May 2019 and was enforced on 1 June 2019. The MACPC applies to all local or international airlines, full service or budget carriers operating into or out of Malaysia.
1. NO HIDDEN CHARGES
Full disclosure of final price of airfare
- At the point of advertisement, airlines must display the all-inclusive price for air fare that includes:
- Base fare (includes all charges payable to the airline)
- Government imposed taxes and fees
- Fees and charges prescribed under any written law
- Fuel surcharge
- At the point of payment, the breakdown should display:
- Base fare (includes all charges payable to the airline)
- Government imposed taxes and fees
- Fees and charges prescribed under any written law
- Fuel surcharge
- Optional services purchased by a consumer on an opt-in basis
1. NO HIDDEN CHARGES
Full disclosure of final price of airfare
- At the point of advertisement, airlines must display the all-inclusive price for air fare that includes:
- Base fare (includes all charges payable to the airline)
- Government imposed taxes and fees
- Fees and charges prescribed under any written law
- Fuel surcharge
- At the point of payment, the breakdown should display:
- Base fare (includes all charges payable to the airline)
- Government imposed taxes and fees
- Fees and charges prescribed under any written law
- Fuel surcharge
- Optional services purchased by a consumer on an opt-in basis
2. REMITTANCE OF REFUNDS WITHIN 30 DAYS
- Ticket purchased from airlines or travel agents
- Refunds to consumers or travel agents by airlines
- Refunds include Passenger Service Charge (PSC), taxes, fees and charges prescribed by any written law
Charges for non-refundable flight tickets
Airlines are only allowed to charge an administration fee of up to 5 per cent for refunds of PSC, taxes, fees and charges prescribed by any written law.
Charges for refundable flight tickets
Airlines are not allowed to charge any additional administration fee on top of the processing fee specified in the Terms and Conditions of the flight ticket.
2. REMITTANCE OF REFUNDS 2 WITHIN 30 DAYS
- Ticket purchased from airlines or travel agents
- Refunds to consumers or travel agents by airlines
- Refunds include Passenger Service Charge (PSC), taxes, fees and charges prescribed by any written law
Charges for non-refundable flight tickets
Airlines are only allowed to charge an administration fee of up to 5 per cent for refunds of PSC, taxes, fees and charges prescribed by any written law.
Charges for refundable flight tickets
Airlines are not allowed to charge any additional administration fee on top of the processing fee specified in the Terms and Conditions of the flight ticket.
3. CONSUMERS ARE PROTECTED UNDER THE MACPC EVEN IF TRAVEL INSURANCE HAS NOT BEEN PURCHASED
3. CONSUMERS ARE PROTECTED UNDER THE MACPC EVEN IF TRAVEL INSURANCE HAS NOT BEEN PURCHASED
4. COMMUNICATION OF CHANGE IN FLIGHT STATUS
- Communication when there is a change in the flight schedule:
-
Planned flight rescheduling
Changes to flights of 3 hours or more (before or after the scheduled departure time), airlines must inform consumers 12–48 hours before the time of departure.
-
Route cessation or airlines discontinue to operate
Airlines must inform consumers at least 1 month before the cessation date of a particular flight.
-
Verification letter on flight delay or cancellation
Airlines must provide a verification letter within 7 working days for consumers affected by a flight cancellation or delay of 30 minutes or more upon request.
- Reimbursement and care for planned flight rescheduling and route cessation.
Consumers shall be offered the choice of:
- Reimbursement of the full cost of the ticket (inclusive of taxes and fees) within 30 days.
- Rerouting to the final destination on comparable transportation.
4. COMMUNICATION OF CHANGE IN FLIGHT STATUS
- Communication when there is a change in the flight schedule:
-
Planned flight rescheduling
Changes to flights of 3 hours or more (before or after the scheduled departure time), airlines must inform consumers 12–48 hours before the time of departure.
-
Route cessation or airlines discontinue to operate
Airlines must inform consumers at least 1 month before the cessation date of a particular flight.
-
Verification letter on flight delay or cancellation
Airlines must provide a verification letter within 7 working days for consumers affected by a flight cancellation or delay of 30 minutes or more upon request.
- Reimbursement and care for planned flight rescheduling and route cessation.
Consumers shall be offered the choice of:
- Reimbursement of the full cost of the ticket (inclusive of taxes and fees) within 30 days.
- Rerouting to the final destination on comparable transportation.
5. FREE OF CHARGE (FOC) WHEELCHAIR SERVICES FOR PERSONS WITH DISABILITY HOLDING AN OKU (ORANG KURANG UPAYA) CARD
5. FREE OF CHARGE (FOC) WHEELCHAIR SERVICES FOR PERSONS WITH DISABILITY HOLDING AN OKU (ORANG KURANG UPAYA) CARD
6. PROMINENT DISPLAY OF KEY TERMS AND CONDITIONS BY AIRLINES
- Cancellation fees
- Refunds and rebooking policies
- Baggage allowance policies
- No-show policies (Consumer not turning up for a booked flight at the airport)
- Validity of passenger’s travel documents
Note: This is also applicable for tickets purchased through travel agents
4. PROMINENT DISPLAY OF KEY TERMS AND CONDITIONS BY AIRLINES
- Cancellation fees
- Refunds and rebooking policies
- Baggage allowance policies
- No-show policies (Consumer not turning up for a booked flight at the airport)
- Validity of passenger’s travel documents
Note: This is also applicable for tickets purchased through travel agents
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