What should passengers do if flight disruptions occur?

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Passengers can seek recourse through airlines, airport operators, or Mavcom if flight disruptions occur.

If a flight disruption takes place, passengers should first register their complaint directly with the airline or the airport operator responsible for the service. Should the response provided by these entities prove unsatisfactory, consumers have further avenues for lodging their grievances. These include utilising the FlySmart website, accessible at www.flysmart.my, or the dedicated FlySmart mobile application.
Initial Complaint Registration

In the event of a flight disruption, passengers are advised to initially direct their complaints to the specific airline involved or the airport operator managing the affected facilities. This initial step is crucial for addressing the issue at its source and allowing the primary service providers an opportunity to resolve the passenger's concerns. This process is a standard procedure within the aviation industry for managing passenger feedback and service issues.
Escalation via FlySmart Platform

If the resolution offered by the airline or airport operator is deemed insufficient, passengers are empowered to escalate their complaints through the FlySmart platform. This can be done either by visiting the official FlySmart website at www.flysmart.my or by using the FlySmart mobile application. The FlySmart platform serves as a dedicated channel for consumer recourse within the Malaysian aviation sector.
Contacting Mavcom Directly

As an alternative or subsequent step, consumers can also reach out directly to the Malaysian Aviation Commission (Mavcom) for assistance. For those within Malaysia, Mavcom's consumer hotline can be contacted at 1800-18-6966. International callers can use the number +603-7651 2777 to connect with Mavcom's consumer support services. Mavcom acts as a regulatory body overseeing the aviation industry and consumer protection.

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What should passengers do if flight disruptions occur?

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