Which Malaysian airline received the most complaints in 2H 2024?

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Malaysia Airlines Received the Highest Number of Complaints in 2H 2024

In the second half of 2024, Malaysia Airlines was the subject of the most complaints among airlines, receiving a total of 921 grievances. This figure contributed to a broader trend where the Malaysian Aviation Commission (Mavcom) recorded 2,613 complaints overall during the same period. Despite the significant volume, 99 per cent of these complaints were successfully resolved, indicating a robust system for addressing consumer issues.
Total Complaints Received by Mavcom

Mavcom received a total of 2,613 complaints in the latter half of 2024. This represents a notable increase of 34 per cent compared to the 1,948 complaints lodged in the second half of 2023. Of the total complaints in 2H 2024, the overwhelming majority, 2,581 or 99 per cent, were directed at airlines, with only 32 complaints pertaining to airport services.
Breakdown of Airline Complaints

Following Malaysia Airlines' 921 complaints, AirAsia was the second most complained-about airline, with 611 complaints. Batik Air followed with 437 complaints. These figures highlight the specific challenges faced by these carriers in managing customer grievances during the period.
Complaint Resolution Rates

A significant achievement in the second half of 2024 was the high resolution rate of complaints. Overall, 99 per cent of all complaints received by Mavcom were successfully resolved. Furthermore, a substantial 37 per cent of these resolved complaints saw airlines reversing their initial decisions to favour consumers, demonstrating a commitment to addressing passenger concerns.
Domestic Airlines' Performance in Complaint Resolution

Several domestic airlines demonstrated strong performance in complaint resolution within the stipulated timeframe. AirAsia, AirAsia X, Batik Air, Firefly, Malaysia Airlines, and MASwings all successfully met the target of resolving 90 per cent of complaints within 30 days. In contrast, foreign airlines reported a lower resolution rate of 54 per cent during the same period.

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Which Malaysian airline received the most complaints in 2H 2024?

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