What proportion of initial airline decisions were reversed for consumers?

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37 Per Cent of Initial Airline Decisions Reversed in Favour of Consumers in 2H 2024

In the second half of 2024 (2H 2024), 37 per cent of all complaints lodged with airlines resulted in the reversal of the company's initial decision to favour the consumer. The Malaysian Aviation Commission (Mavcom) reported that overall, 99 per cent of the 2,613 complaints received during this period were successfully resolved.
High Resolution Rate for Airline Complaints

The vast majority of grievances brought forward in 2H 2024 pertained to airline services. Out of the total 2,613 complaints received, 2,581, or 99 per cent, were directed at airlines. The remaining 32 complaints, representing one per cent, concerned airport services.
Malaysia Airlines Faced Most Complaints

Malaysia Airlines recorded the highest volume of complaints among domestic carriers, with 921 cases. AirAsia followed with 611 complaints, and Batik Air received 437 complaints during the reporting period.
Domestic Airlines Meet Resolution Targets

Several Malaysian airlines demonstrated strong performance in addressing consumer issues within a timely manner. AirAsia, AirAsia X, Batik Air, Firefly, Malaysia Airlines, and MASwings all successfully met the target of resolving 90 per cent of their complaints within 30 days. In contrast, foreign airlines reported a resolution rate of 54 per cent for complaints.

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What proportion of initial airline decisions were reversed for consumers?

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