PUTRAJAYA, Jun 10 — The Civil Aviation Authority of Malaysia (CAAM) is currently closely monitoring AirBorneo’s operational disruptions following recent delays, cancellations and flight schedule changes that have affected the company’s services in Sabah and Sarawak.
CAAM’s statement today said the airline attributed the disruption to operational and maintenance issues.
While stressing that safety issues must always be prioritized in flight operations, CAAM reminded AirBorneo that affected users must continue to be treated fairly and in accordance with the provisions of the Malaysian Aviation Consumer Protection Code 2016 (MACPC).
“AirBorneo is reminded to take all reasonable steps to minimise inconvenience to affected users and ensure compliance with its obligations under the MACPC while maintaining the highest standards of operational safety,” he said.
The statement was issued following AirBorneo’s announcement yesterday asking passengers to expect possible delays, cancellations and schedule changes over the next few days as it continues to manage operational disruptions that have affected flights across Sabah and Sarawak since June 5.
CAAM advises affected users to check the latest status of their flights before heading to the airport and contact AirBorneo directly for the latest information, assistance and alternative travel arrangements.
The statement informed that under the MACPC, airlines are required to provide correct, up-to-date and timely information regarding flight delays, cancellations or schedule changes, including the causes of disruptions and the options provided to affected passengers.
According to CAAM, depending on the type and duration of the disruption, passengers may be entitled to appropriate care and assistance including food, communication facilities, accommodation, transportation, alternative flights to the final destination or refunds subject to the provisions of the MACPC.
CAAM informed that if a matter is not resolved or consumers are not satisfied with the feedback given, complaints can be submitted to the agency via the FlySmart website at www.flysmart.my or via email at consumer@caam.gov.my or call the hotline 1800-18-6966 (within Malaysia) or +602-777 517 (outside Malaysia).
“Consumers who make complaints are encouraged to provide relevant information and supporting documents to facilitate CAAM’s review,” he said.
— BERNAMA
