KOD PERLINDUNGAN PENGGUNA PENERBANGAN MALAYSIA (PINDAAN) 2024

Kod Perlindungan Pengguna Penerbangan Malaysia 2016 [P.U. (B) 305/2016], yang disebut “Kod ibu” dalam Kod ini, dipinda dengan menggantikan perkataan

“penumpang” di mana-mana jua terdapat dengan perkataan “pengguna”.

Kod ibu dipinda dengan menggantikan perenggan 3 dengan perenggan yang berikut:

“Penzahiran sepenuhnya tambang penerbangan 3.

Subsubperenggan 7(3)(g) Kod ibu dipinda dengan memasukkan selepas perkataan “maklumat perhubungan syarikat penerbangan” perkataan “untuk bantuan dan aduan”.

P.U. (B) 345 5

Kod ibu dipinda dengan memotong perenggan 7A.

Kod ibu dipinda dengan menggantikan perenggan 8 dengan perenggan yang berikut:

Kod ibu dipinda dengan memasukkan selepas perenggan 8 perenggan yang berikut:

Apa-apa perubahan kepada waktu perlepasan yang dijadualkan hendaklah dimaklumkan kepada pengguna sekurang-kurangnya dua minggu sebelum perlepasan sebenar melainkan jika syarikat penerbangan yang beroperasi itu boleh membuktikan bahawa suatu perubahan lanjut kepada waktu perlepasan yang dijadualkan yang disebabkan oleh hal keadaan luar biasa atau sebab teknikal, yang tidak dapat dielakkan walaupun semua langkah yang sewajarnya telah diambil.”.

Kod ibu dipinda dengan memotong perenggan 9.

Bahagian

III dengan menggantikan kepala

“HAK PENUMPANG PESAWAT UDARA” dengan kepala “HAK PENGGUNA”.

Kod ibu dipinda dengan menggantikan perenggan 10 dengan perenggan yang berikut:

“Hak perjalanan 10.

Kod ibu dipinda dengan memasukkan selepas perenggan 10 perenggan yang berikut:

“Penyesuaian munasabah bagi orang kurang upaya 10A. (1)

Suatu syarikat penerbangan tidak boleh menolak—

Jadual Pertama.

(6)

Hak kepada opsyen penerbangan pergi balik atau perubahan laluan hendaklah dengan syarat semua kehendak keselamatan dipenuhi.

(7)

Suatu syarikat penerbangan hendaklah menjadikan tersedia kepada umum, dalam format yang boleh diakses dan dalam

P.U. (B) 345 11

sekurang-kurangnya bahasa yang sama seperti maklumat yang dijadikan tersedia kepada pengguna lain, kaedah-kaedah keselamatan yang terpakai bagi pengangkutan orang kurang upaya, dan juga apa-apa sekatan ke atas pengangkutan mereka atau ke atas pengangkutan kelengkapan mobiliti disebabkan saiz pesawat udara.

(8)

Suatu syarikat penerbangan yang menolak untuk menerima tempahan atau mengambil orang kurang upaya di bawah subsubperenggan (2)(a) atau (b), atau mana-mana orang yang mengiringi orang itu walaupun subperenggan (3) dipatuhi hendaklah—

(a)

dengan serta-merta memberitahu orang kurang upaya itu sebab bagi penolakan itu; dan

(b)

atas permintaan orang kurang upaya itu, memberitahu sebab dalam subsubperenggan (a) secara bertulis dalam masa lima hari bekerja dari permintaan itu.

(9)

Jika suatu syarikat penerbangan menerima pemberitahuan tentang keperluan bantuan oleh orang kurang upaya pada mana-mana peringkat jualan, syarikat penerbangan itu hendaklah mengambil semua langkah yang perlu untuk menyediakan bantuan itu.

(10)

Jika pemberitahuan yang disebut dalam subperenggan (9) diterima sekurang-kurangnya empat puluh lapan jam sebelum waktu perlepasan yang dijadualkan, syarikat penerbangan hendaklah—

P.U. (B) 345 12

(b)

jika identiti syarikat penerbangan yang beroperasi tidak diketahui pada masa pemberitahuan, menyampaikan maklumat itu kepada syarikat penerbangan yang beroperasi dengan seberapa segera setelah identitinya diketahui.

(12)

Jika pemberitahuan yang disebut dalam subperenggan (9)

diterima kurang daripada empat puluh lapan jam sebelum waktu perlepasan yang dijadualkan, syarikat penerbangan hendaklah menyampaikan maklumat itu kepada syarikat penerbangan yang beroperasi secepat yang dapat dilaksanakan.

(13)

Apabila orang kurang upaya tiba melalui udara di aerodrom, syarikat penerbangan yang beroperasi hendaklah membuat tindakan yang munasabah bagi menyediakan bantuan yang dinyatakan dalam Jadual Kedua mengikut apa-apa cara yang membolehkan orang yang berkenaan itu boleh menaiki penerbangan yang baginya dia mempunyai tempahan, dengan syarat bahawa—

(a)

pengguna itu menghadirkan diri bagi daftar masuk pada masa yang ditentukan oleh syarikat penerbangan yang beroperasi; atau

(b)

pengguna itu tiba pada suatu tempat dalam sempadan lapangan terbang yang ditetapkan mengikut subperenggan (20) pada masa yang ditentukan oleh syarikat penerbangan yang beroperasi.

(14)

Apabila orang kurang upaya bertransit melalui aerodrom, atau dipindahkan oleh syarikat penerbangan yang beroperasi dari penerbangan yang

P.U. (B) 345 13

baginya orang itu mempunyai tempahan ke penerbangan yang lain, syarikat penerbangan yang beroperasi itu hendaklah bertanggungjawab bagi memastikan penyediaan bantuan yang dinyatakan dalam Jadual Kedua mengikut apa-apa cara yang membolehkan orang itu menaiki penerbangan yang baginya dia mempunyai tempahan.

(15)

Semasa ketibaan orang kurang upaya di aerodrom, syarikat penerbangan yang beroperasi hendaklah bertanggungjawab bagi memastikan penyediaan bantuan yang dinyatakan dalam Jadual Kedua mengikut apa-apa cara yang membolehkan orang itu tiba ke tempat perlepasan dari aerodrom yang disebut dalam subperenggan (20).

(16)

Bantuan yang disediakan hendaklah, setakat yang mungkin, bersesuaian dengan keperluan tertentu pengguna individu.

(17)

Orang kurang upaya hendaklah berhak menggunakan perkhidmatan kerusi roda secara percuma apabila mengemukakan kad OKU.

(18)

Syarikat penerbangan hendaklah—

(a)

memastikan bahawa semua kakitangan, termasuk kakitangan yang diambil bekerja oleh mana-mana subkontraktor, yang menyediakan bantuan terus kepada orang kurang upaya mempunyai pengetahuan tentang cara untuk memenuhi keperluan orang yang mempunyai pelbagai ketakupayaan;

(b)

memberikan latihan kesamarataan dan kesedaran mengenai orang kurang upaya kepada semua kakitangan yang bekerja di aerodrom yang berurusan secara terus dengan orang awam yang membuat perjalanan; dan

P.U. (B) 345 14

(c)

memastikan bahawa, selepas pengambilan, semua pekerja baharu menghadiri latihan berkaitan dengan orang kurang upaya dan semua kakitangan mengikuti kursus latihan ulang kaji apabila perlu.

(19)

Seseorang pengendali aerodrom hendaklah bertanggungjawab bagi memastikan penyediaan ameniti dan kemudahan berstruktur untuk orang kurang upaya mengikut apa-apa cara yang membolehkan orang itu menaiki penerbangan yang baginya dia mempunyai tempahan.

(20)

Pengendali aerodrom hendaklah—

(a)

menetapkan tempat ketibaan dan perlepasan dalam sempadan lapangan terbang atau di suatu tempat di bawah kawalan langsung pengendali aerodrom itu, di dalam dan di luar bangunan terminal, yang orang kurang upaya boleh, dengan mudah, mengumumkan ketibaannya di lapangan terbang dan meminta bantuan; dan

(b)

memastikan yang tempat ketibaan dan perlepasan yang disebut dalam subsubperenggan (a) ditandakan dengan jelas dan menawarkan maklumat asas mengenai lapangan terbang, dalam format yang boleh diakses.”.

Pindaan perenggan 11 13.

Perenggan 11 Kod ibu dipinda—

(a)

dalam subperenggan (2), dengan menggantikan perkataan “pampasan dan penjagaan” dengan perkataan “hak”; dan

(b)

dengan menggantikan subperenggan (3) dengan subperenggan yang berikut:

P.U. (B) 345 15

“(3)

Jika bilangan pengguna secara sukarela tidak mencukupi, syarikat penerbangan yang beroperasi boleh untuk tidak membenarkan pesawat dinaiki oleh mana-mana pengguna sebelum pengguna itu menaiki pesawat udara dan hendaklah dengan serta-merta menawarkan hak mengikut Jadual Pertama.”.

Pindaan perenggan 12 14.

Perenggan 12 Kod ibu dipinda—

(a)

dengan menggantikan nota bahu dengan nota bahu yang berikut:

“Kelewatan dan pembatalan penerbangan”;

(b)

dalam subperenggan (1)—

(i)

dengan menggantikan perkataan

“Jika sesuatu syarikat penerbangan yang beroperasi semunasabahnya menjangkakan kelewatan suatu penerbangan” dengan perkataan “Jika suatu penerbangan lewat”;

(ii)

dengan memasukkan selepas perkataan “syarikat penerbangan yang beroperasi hendaklah” perkataan “memberitahu dan”; dan

(iii)

dengan menggantikan perkataan “pampasan dan penjagaan”

dengan perkataan “hak”;

(c)

dengan menggantikan subperenggan (3) dengan subperenggan yang berikut:

“(3)

Had liabiliti di bawah subperenggan (2) adalah sebagaimana yang dinyatakan dalam Jadual Ketiga.”;

P.U. (B) 345 16

(d)

dengan menggantikan subperenggan (5) dengan subperenggan yang berikut:

“(5)

Bagi maksud subperenggan (1), jika pilihan bayaran balik terpakai, syarikat penerbangan yang beroperasi itu hendaklah terlebih dahulu menawarkan bayaran balik melainkan jika pengguna memilih pilihan berlainan yang tersedia.”;

(e)

dengan memasukkan selepas subperenggan (5) subperenggan yang berikut:

“(5A)

Syarikat penerbangan yang beroperasi itu boleh menawarkan mana-mana bentuk bayaran balik alternatif lain sebagai tambahan kepada bayaran balik yang disebut dalam subperenggan (5)

sekiranya syarikat penerbangan yang beroperasi itu boleh membuktikan bahawa pembatalan atau kelewatan selama lima jam atau lebih itu adalah disebabkan oleh hal keadaan luar biasa, yang tidak dapat dielakkan walaupun semua langkah yang sewajarnya telah diambil.”; dan

(f)

dengan memotong subperenggan (6).

Pindaan perenggan 12A

15.

Kod ibu dipinda dengan menggantikan perenggan 12A dengan perenggan yang berikut:

“Pemberhentian laluan dan penjadualan semula penerbangan 12A.

(1)

Apabila sesuatu syarikat penerbangan yang beroperasi—

(a)

memutuskan untuk memberhentikan sesuatu laluan; atau

(b)

memutuskan untuk melaksanakan penjadualan

P.U. (B) 345 17

semula penerbangan tiga jam atau lebih sebelum atau selepas waktu perlepasan yang dijadualkan, syarikat penerbangan yang beroperasi itu hendaklah memberitahu dan menawarkan hak kepada pengguna sebagaimana yang dinyatakan dalam

Jadual Pertama.

(2)

Bagi maksud subperenggan (1), syarikat penerbangan yang beroperasi itu hendaklah terlebih dahulu menawarkan bayaran balik melainkan jika pengguna memilih pilihan berlainan yang tersedia.

(3)

Syarikat penerbangan yang beroperasi itu boleh menawarkan mana-mana bentuk bayaran balik alternatif lain sebagai tambahan kepada bayaran balik yang disebut dalam subperenggan (2)

sekiranya syarikat penerbangan yang beroperasi itu boleh membuktikan bahawa pemberhentian laluan atau penjadualan semula penerbangan itu adalah disebabkan oleh hal keadaan luar biasa, yang tidak dapat dielakkan walaupun semua langkah yang sewajarnya telah diambil.

(4)

Hal keadaan luar biasa disifatkan wujud apabila impak suatu keputusan pengurusan trafik udara berhubung dengan suatu pesawat udara tertentu pada suatu hari tertentu menimbulkan kelewatan yang lama, kelewatan semalaman, atau pembatalan satu atau lebih penerbangan oleh pesawat udara itu, walaupun semua tindakan munasabah telah diambil oleh syarikat penerbangan yang beroperasi itu bagi mengelakkan kelewatan atau pembatalan itu.”.

Pindaan perenggan 13 16.

Perenggan 13 Kod ibu dipinda—

(a)

dengan menggantikan nota bahu dengan nota bahu yang berikut:

“Kehilangan, kerosakan atau kelewatan bagasi”;

P.U. (B) 345 18

(b)

dengan memotong subperenggan (2);

(c)

dengan menggantikan subperenggan (5) dengan subperenggan yang berikut:

“(5)

Had liabiliti bagi kelewatan, kehilangan atau kerosakan bagasi dalam sesuatu penerbangan adalah sebagaimana yang dinyatakan dalam Jadual Ketiga.”; dan

(d)

dengan memasukkan selepas subperenggan (10) subperenggan yang berikut:

“(10A)

Aduan yang disebut dalam perenggan ini termasuklah suatu

Laporan Ketakteraturan Harta.”.

Pindaan perenggan 14 17.

Kod ibu dipinda dengan menggantikan perenggan 14 dengan perenggan yang berikut:

“Kehilangan atau kerosakan kelengkapan mobiliti dan alat bantuan 14.

(1)

Jika kelengkapan mobiliti atau alat bantuan pengguna hilang atau rosak semasa dikendalikan di aerodrom atau dipindahkan ke dalam pesawat udara, syarikat penerbangan yang beroperasi adalah bertanggungan untuk memberikan pampasan bagi kehilangan atau kerosakan itu sebagaimana yang dinyatakan dalam Jadual Pertama.

(2)

Jika syarikat penerbangan yang beroperasi tidak sama dengan syarikat penerbangan yang berkontrak, pengguna mempunyai hak untuk mengemukakan aduan atau membuat tuntutan bagi kerugian terhadap syarikat penerbangan yang beroperasi atau syarikat penerbangan yang berkontrak itu.”.

P.U. (B) 345 19

Pindaan perenggan 15 18.

Subsubperenggan 15(2)(a) Kod ibu dipinda dengan menggantikan perkataan

“pampasan dan penjagaan” dengan perkataan “hak”.

Perenggan baharu 15A dan 15B

19.

Kod ibu dipinda dengan memasukkan selepas perenggan 15 perenggan yang berikut:

“Bayaran balik kepada pengguna 15A. (1)

Selain hak di bawah perenggan 10 dan tertakluk kepada terma dan syarat suatu tiket, syarikat penerbangan yang berkontrak hendaklah, apabila dituntut oleh pengguna, membayar balik kepada pengguna—

(a)

tambang asas, termasuk semua caj yang kena dibayar kepada syarikat penerbangan;

(b)

caj bagi perkhidmatan pilihan yang dibeli oleh pengguna secara pilih-masuk;

(c)

surcaj bahan api;

(d)

cukai dan fi yang dikenakan oleh Kerajaan;

(e)

fi dan caj yang ditetapkan di bawah mana-mana undang-undang bertulis; dan

(f)

apa-apa fi dan caj lain sebagaimana yang ditentukan oleh

Suruhanjaya untuk dikenakan ke atas pengguna oleh penyedia perkhidmatan penerbangan.

(2)

Walau apa pun subperenggan (1), syarikat penerbangan yang berkontrak hendaklah membayar balik surcaj bahan api, cukai, fi, dan caj yang disebut dalam subsubperenggan (1)(c), (d), (e) dan (f) sekiranya pengangkutan

P.U. (B) 345 20

pengguna dengan perkhidmatan pengangkutan udara tidak diberikan kepada pengguna itu.

(3)

Bagi maksud bayaran balik surcaj bahan api, cukai, fi, dan caj yang disebut dalam subsubperenggan (1)(c), (d), (e) dan (f), syarikat penerbangan yang berkontrak boleh mengenakan fi pemprosesan sehingga lima peratus daripada surcaj bahan api, cukai, fi, atau caj itu, mengikut mana-mana yang berkenaan.

(4)

Jika syarikat penerbangan yang berkontrak telah mengenakan fi pemprosesan bagi maksud bayaran balik tambang asas atau caj yang disebut dalam subsubperenggan (1)(a) dan (b), syarikat penerbangan yang berkontrak itu tidak lagi boleh mengenakan apa-apa fi pemprosesan bagi mana-mana bayaran balik yang disebut dalam subperenggan (3).

(5)

Walau apa pun subperenggan (1), (2), (3) dan (4), Suruhanjaya boleh menentukan bayaran balik mana-mana fi atau caj lain yang disifatkan patut bagi maksud perenggan ini.

(6)

Syarikat penerbangan yang berkontrak hendaklah meremit apa-apa bayaran balik kepada pengguna dalam masa tiga puluh hari dari tarikh tuntutan bagi bayaran balik itu.

(7)

Jika sesuatu tiket dibeli daripada seseorang ejen pelancongan atau melalui mana-mana portal pelancongan, syarikat penerbangan yang berkontrak hendaklah meremitkan apa-apa bayaran balik kepada ejen pelancongan atau portal pelancongan itu dalam masa tiga puluh hari dari tarikh tuntutan bagi bayaran balik oleh pengguna mengikut terma dan syarat antara syarikat penerbangan yang berkontrak dengan ejen pelancongan atau antara syarikat penerbangan yang berkontrak dengan portal pelancongan, mengikut mana-mana yang berkenaan.

P.U. (B) 345 21

Bentuk bayaran balik 15B.

Bagi maksud Bahagian ini, bayaran balik yang hendaklah dibayar kepada pengguna hendaklah dalam bentuk yang sama seperti cara bayaran asal yang dibuat oleh pengguna pada waktu pembelian tiket oleh pengguna.”.

Pindaan perenggan 17 20.

Subperenggan 17(1) Kod ibu dipinda dengan memasukkan selepas perkataan

“di syarikat penerbangan atau pengendali aerodrom” perkataan “, atau tapak rangkaian sosial atau apa-apa format elektronik atau digital lain”.

Pindaan perenggan 18 21.

Perenggan 18 Kod ibu dipinda—

(a)

dalam subperenggan (2), dengan menggantikan perkataan “satu tahun”

dengan perkataan “dua tahun”;

(b)

dalam subsubperenggan (3)(a), dengan memasukkan selepas perkataan

“penolakannya dan” perkataan “, jika sesuai,”;

(c)

dengan menggantikan subperenggan (5) dengan subperenggan yang berikut:

“(5)

Suatu aduan boleh dibawa di hadapan Suruhanjaya jika tuntutan di hadapan mahkamah telah ditarik balik, ditinggalkan atau dibatalkan.”; dan

(d)

dalam subperenggan

“subperenggan (4)” dengan perkataan “subperenggan (8)”.

Pindaan perenggan 21 22.

Perenggan 21 Kod ibu dipinda—

(a)

dengan memotong perkataan “dan” di hujung subperenggan (e);

P.U. (B) 345 22

(b)

dengan memasukkan selepas subperenggan (e) subperenggan yang berikut:

“(ee)

statistik atau maklumat yang berhubungan dengan fi atau caj yang dipungut;” dan

(c)

dalam subperenggan (f), dengan memasukkan selepas perkataan “apa-apa”

perkataan “statistik atau”.

Perenggan baharu 21A

23.

Kod ibu dipinda dengan memasukkan selepas perenggan 21 perenggan yang berikut:

“Wang tak dituntut 21A. Apa-apa wang yang disebut di bawah Kod ini yang tidak dibayar balik kepada pengguna hendaklah diserah simpan dengan Pendaftar Wang Tak

Dituntut mengikut peruntukan Akta Wang Tak Dituntut 1965 [Akta 370].”.

Pindaan perenggan 22 24.

Perenggan 22 Kod ibu dipinda dengan menggantikan perkataan “Bahagian II Kod, perenggan 11, 12, 12A, 13, 14, 15, 17 dan 18 Kod, Bahagian V Kod, dan Bahagian IV Kod”

dengan perkataan “Kod ini”.

Pindaan Jadual Pertama 25.

Kod ibu dipinda dengan menggantikan Jadual Pertama dengan jadual yang berikut:

P.U. (B) 345 23

“JADUAL PERTAMA

[Perenggan 10A, 11, 12, 12A dan 14]

HAK PENGGUNA

Bil.

Peruntukan

Perihalan

Hak 1.

Perenggan 10A

Tidak membenarkan orang kurang upaya menaiki pesawat atas alasan kurang upayanya

Orang kurang upaya dan mana-mana orang yang mengiringinya hendaklah ditawarkan dan boleh memilih pilihan yang berikut:

(a)

dibayar balik dalam masa tiga puluh hari, bagi kos tiket sepenuhnya pada harga yang dibeli, termasuk tambang asas, caj bagi perkhidmatan pilihan, surcaj bahan api, caj, cukai, dan fi, bagi bahagian atau bahagian-bahagian perjalanan yang tidak dilakukan, dan bagi bahagian atau bahagian-bahagian yang telah dilakukan jika penerbangan itu tidak lagi menyediakan perkhidmatan bagi apa-apa maksud berhubung dengan perancangan perjalanan asal pengguna, tanpa hak untuk menaiki pesawat;

(b)

penerbangan balik semula ke tempat pertama perlepasan, pada peluang yang terawal; atau

(c)

perubahan laluan, di bawah keadaan pengangkutan yang setanding, ke destinasi akhir

P.U. (B) 345 24

mereka pada peluang yang terawal atau pada tarikh yang kemudian mengikut kesesuaian pengguna, tertakluk kepada ketersediaan tempat duduk, tanpa dikenakan bayaran tambahan.

Dalam hal apabila beberapa lapangan terbang menyediakan perkhidmatan bagi sesuatu pekan, bandar atau wilayah, syarikat penerbangan yang beroperasi menawarkan kepada seseorang pengguna penerbangan ke suatu lapangan terbang yang merupakan alternatif kepada lapangan terbang yang baginya tempahan dibuat, syarikat penerbangan yang beroperasi itu hendaklah menanggung kos pemindahan pengguna itu dari lapangan terbang alternatif itu ke lapangan terbang yang baginya tempahan dibuat, atau ke destinasi lain yang berhampiran yang dipersetujui dengan pengguna itu.

2.

Perenggan 11 Tidak dibenarkan menaiki pesawat

Pengguna hendaklah ditawarkan dan boleh memilih pilihan yang berikut:

(a)

dibayar balik dalam masa tiga puluh hari, bagi kos tiket sepenuhnya pada harga yang dibeli, termasuk tambang asas, caj bagi perkhidmatan pilihan, surcaj bahan api, caj, cukai dan fi, bagi bahagian atau bahagian-bahagian perjalanan

P.U. (B) 345 25

yang tidak dilakukan, dan bagi bahagian atau bahagian-bahagian yang telah dilakukan jika penerbangan itu tidak lagi menyediakan perkhidmatan bagi apa-apa maksud berhubung dengan perancangan perjalanan asal pengguna, tanpa hak untuk menaiki pesawat; atau

(b)

perubahan laluan, di bawah keadaan pengangkutan yang setanding, ke destinasi akhir mereka pada peluang yang terawal atau pada tarikh yang kemudian mengikut kemudahan pengguna, tertakluk kepada ketersediaan tempat duduk, tanpa dikenakan bayaran tambahan, dan penjagaan semasa menunggu perubahan laluan, secara percuma, termasuk—

apabila penginapan selama satu malam atau lebih adalah perlu.

P.U. (B) 345 26

Dalam hal apabila beberapa lapangan terbang menyediakan perkhidmatan bagi sesuatu pekan, bandar atau wilayah, sesuatu syarikat penerbangan yang beroperasi menawarkan kepada seseorang pengguna penerbangan ke suatu lapangan terbang yang merupakan alternatif kepada lapangan terbang yang baginya tempahan dibuat, syarikat penerbangan yang beroperasi itu hendaklah menanggung kos pemindahan pengguna itu dari lapangan terbang alternatif itu ke lapangan terbang yang baginya tempahan dibuat, atau ke destinasi lain yang berhampiran yang dipersetujui dengan pengguna itu.

3.

Perenggan 12 Kelewatan penerbangan selama dua jam atau lebih

Pengguna hendaklah ditawarkan secara percuma, makanan, minuman, panggilan telefon yang terhad dan akses kepada internet mengikut keadaan yang munasabah dengan waktu menunggu.

4.

Perenggan 12 Kelewatan penerbangan selama lima jam atau lebih

Pengguna hendaklah ditawarkan secara percuma dan boleh memilih pilihan yang berikut:

(a)

dibayar balik dalam masa tiga puluh hari, bagi kos tiket sepenuhnya pada harga yang dibeli, termasuk tambang asas, caj bagi perkhidmatan pilihan, surcaj bahan api, caj, cukai, dan fi, bagi bahagian

P.U. (B) 345 27

atau bahagian-bahagian perjalanan yang tidak dilakukan, dan bagi bahagian atau bahagian-bahagian yang telah dilakukan jika penerbangan itu tidak lagi menyediakan perkhidmatan bagi apa-apa maksud berhubung dengan perancangan perjalanan asal pengguna, tanpa hak untuk menaiki pesawat; atau

(b)

penginapan di hotel dan pengangkutan antara lapangan terbang dengan tempat penginapan

(hotel atau yang lain) dalam hal—

5.

Perenggan 12 Pembatalan penerbangan

(a)

dibayar balik dalam masa tiga puluh hari, bagi kos tiket sepenuhnya pada harga yang dibeli, termasuk tambang asas, caj bagi perkhidmatan pilihan,

P.U. (B) 345 28

surcaj bahan api, caj, cukai, dan fi, bagi bahagian atau bahagian-bahagian perjalanan yang tidak dilakukan, dan bagi bahagian atau bahagian-bahagian yang telah dilakukan jika penerbangan itu tidak lagi menyediakan perkhidmatan bagi apa-apa maksud berhubung dengan perancangan perjalanan asal pengguna, tanpa hak untuk menaiki pesawat; atau

(b)

perubahan laluan, di bawah keadaan pengangkutan yang setanding, ke destinasi akhir mereka pada peluang yang terawal atau pada tarikh yang kemudian mengikut kemudahan pengguna, tertakluk kepada ketersediaan tempat duduk, tanpa dikenakan bayaran tambahan.

P.U. (B) 345 29

baginya tempahan dibuat, syarikat penerbangan yang beroperasi itu hendaklah menanggung kos pemindahan pengguna itu dari lapangan terbang alternatif itu ke lapangan terbang yang baginya tempahan dibuat, atau ke destinasi lain yang berhampiran yang dipersetujui oleh pengguna itu.

6.

Perenggan 12A

Pemberhentian laluan

(1)

Pengguna hendaklah ditawarkan dan boleh memilih pilihan yang berikut:

(a)

dibayar balik dalam masa tiga puluh hari, bagi kos tiket sepenuhnya pada harga yang dibeli, termasuk tambang asas, caj bagi perkhidmatan pilihan, surcaj bahan api, caj, cukai, dan fi, bagi bahagian atau bahagian-bahagian perjalanan yang tidak dilakukan, dan bagi bahagian atau bahagian-bahagian yang telah dilakukan jika penerbangan itu tidak lagi menyediakan perkhidmatan bagi apa-apa maksud berhubung dengan perancangan perjalanan asal pengguna, tanpa hak untuk menaiki pesawat; atau

(b)

perubahan laluan, di bawah

P.U. (B) 345 30

keadaan pengangkutan yang setanding, ke destinasi akhir mereka pada peluang yang terawal atau pada tarikh yang kemudian mengikut kemudahan pengguna, tertakluk kepada ketersediaan tempat duduk, tanpa dikenakan bayaran tambahan.

(2)

Jika suatu syarikat penerbangan yang beroperasi menawarkan kepada seseorang pengguna penerbangan ke suatu lapangan terbang yang merupakan alternatif kepada lapangan terbang yang baginya tempahan dibuat, syarikat penerbangan yang beroperasi itu hendaklah menanggung kos pemindahan pengguna itu dari lapangan terbang alternatif itu ke lapangan terbang yang baginya tempahan dibuat, atau ke destinasi lain yang berhampiran yang dipersetujui oleh pengguna itu.

7.

Perenggan 12A

Penjadualan semula penerbangan

(1)

Pengguna hendaklah ditawarkan dan boleh memilih pilihan yang berikut:

(a)

dibayar balik dalam masa tiga puluh hari, bagi kos tiket sepenuhnya pada harga yang dibeli, termasuk tambang asas, caj bagi perkhidmatan

P.U. (B) 345 31

pilihan, surcaj bahan api, caj, cukai, dan fi, bagi bahagian atau bahagian-bahagian perjalanan yang tidak dilakukan, dan bagi bahagian atau bahagian-bahagian yang telah dilakukan jika penerbangan itu tidak lagi menyediakan perkhidmatan bagi apa-apa maksud berhubung dengan perancangan perjalanan asal pengguna, tanpa hak untuk menaiki pesawat; atau

(b)

perubahan laluan, di bawah keadaan pengangkutan yang setanding, ke destinasi akhir mereka pada peluang yang terawal atau pada tarikh yang kemudian mengikut kemudahan pengguna, tertakluk kepada ketersediaan tempat duduk, tanpa dikenakan bayaran tambahan.

(2)

Jika sesuatu syarikat penerbangan yang beroperasi menawarkan kepada seseorang pengguna penerbangan ke suatu lapangan terbang yang merupakan alternatif kepada lapangan terbang yang baginya tempahan dibuat, syarikat

P.U. (B) 345 32

”.

penerbangan yang beroperasi itu hendaklah menanggung kos pemindahan pengguna itu dari lapangan terbang alternatif itu ke lapangan terbang yang baginya tempahan dibuat, atau ke destinasi lain yang berhampiran yang dipersetujui oleh pengguna itu.

8.

Perenggan 14 Kehilangan atau kerosakan kelengkapan mobiliti atau alat bantu

Pengguna hendaklah diberikan pampasan berdasarkan harga pasaran semasa kelengkapan atau alat itu.

Pindaan Jadual Kedua 26.

Jadual Kedua kepada Kod ibu dipinda—

(a)

dengan menggantikan kepala

“[Perenggan 9]”

dengan kepala

“[Perenggan 10A]”; dan

(b)

dalam subperenggan 1(a), dengan menggantikan perkataan

“subperenggan 9(19)” dengan perkataan “subperenggan 10A(20)”.

Jadual Ketiga Baharu 27.

Kod ibu dipinda dengan memasukkan selepas Jadual Kedua, jadual yang berikut:

P.U. (B) 345 33

”.

“JADUAL KETIGA

[Perenggan 12 dan 13]

HAD LIABILITI

Bil.

Peruntukan

Had Liabiliti

(Hak Pengeluaran Khas)

1.

Perenggan 12(3)

5,346 bagi setiap pengguna 2.

Perenggan 13(5)

1,288 bagi setiap pengguna

Bertarikh 30 Ogos 2024

[MAVCOM/LSU/(R)/2024/003; PN(PU2)735/JLD.4]

DATUK SERI HAJI SARIPUDDIN HAJI KASIM

Pengerusi Eksekutif

Suruhanjaya Penerbangan Malaysia

P.U. (B) 345 34

MALAYSIAN AVIATION COMMISSION ACT 2015

MALAYSIAN AVIATION CONSUMER PROTECTION (AMENDMENT) CODE 2024

IN exercise of the powers conferred by subsection 69(1)

of the

Malaysian Aviation Commission Act 2015 [Act 771], the Commission makes the following code:

Citation and commencement 1.

(1)

This code may be cited as the Malaysian Aviation Consumer Protection

(Amendment) Code 2024.

(2)

Except paragraph 8A, this

Code comes into operation on 1 September 2024.

(3)

Paragraph 8A comes into operation on 1 January 2025.

General amendment 2.

The Malaysian Aviation Consumer Protection Code 2016 [P.U. (B) 305/2016], which is referred to as the “principal Code” in this Code, is amended by substituting for the words “passenger”, “passengers”, or “passenger’s” wherever appearing the words

“consumer”, “consumers”, or “consumer’s” respectively.

Amendment of paragraph 2 3.

Paragraph 2 of the principal Code is amended—

(a)

by inserting after the definition of “Kad OKU” the following definition:

‘ “delay” means the time between the scheduled time of departure and actual time of departure; ’;

(b)

in the definition of “volunteer”—

P.U. (B) 345 35

(i)

in the English language text, by substituting for the words

“scheduled departure time” the words “scheduled time of departure”; and

(ii)

by substituting for the words “compensation and care” the words

“the rights”;

(c)

in the definition of “ticket”, by substituting for the full stop at the end of the definition a semi colon; and

(d)

by inserting after the definition of “ticket” the following definition:

‘ “scheduled time of departure” means the date and time of flight departure specified on the ticket. ’.

Amendment of paragraph 3 4.

The principal Code is amended by substituting for paragraph 3 the following paragraph:

“Full disclosure of air fare 3.

(1)

For the purposes of advertisement of an air fare, an airline shall publish an all-inclusive price of the air fare which shall consist of—

(a)

the base fare, including all charges payable to the airline;

(b)

any taxes and fees imposed by the Government;

(c)

any fees and charges prescribed under any written law;

(d)

fuel surcharge; and

(e)

such other fees and charges as determined by the

Commission to be imposed on consumers by providers of air services.

P.U. (B) 345 36

(2)

For the purposes of subparagraph (1), the advertisement shall not be false, misleading or deceptive.

(3)

Before the purchase of a ticket by a consumer, an airline shall disclose the final price of the air fare to be paid which shall consist of—

(a)

the base fare, including all charges payable to the airline;

(b)

any taxes and fees imposed by the Government;

(c)

any fees and charges prescribed under any written law;

(d)

fuel surcharge;

(e)

charges for optional services purchased by a consumer on an opt-in basis; and

(f)

such other fees and charges as determined by the

Commission to be imposed on consumers by providers of air services.

(4)

For the purposes of this paragraph, the Commission may require an airline to provide any information or document as the Commission may determine.”.

Amendment of paragraph 7 5.

Subsubparagraph 7(3)(g) of the principal Code is amended by inserting after the words “contact details of the airline” the words “for assistance and complaints”.

Deletion of paragraph 7A

6.

The principal Code is amended by deleting paragraph 7A.

P.U. (B) 345 37

Amendment of paragraph 8 7.

The principal Code is amended by substituting for paragraph 8 the following paragraph:

“Communication of change in flight status 8.

(1)

For the purposes of this paragraph, “change in the status of a flight”

means—

(c)

route cessation; or

(2)

The airline shall ensure that the general terms and conditions of the contract of carriage shall contain the obligation to notify consumers of any change in the status of a flight.

(3)

An operating airline shall notify consumers and provide information to the public about any change in the status of a flight, as soon as practicable to the satisfaction of the Commission.

(4)

For the purposes of subparagraph (3), it shall be the duty of the operating airline to show that consumers have been notified and that the public has been informed.

(5)

The operating airline shall, if requested by a consumer who is affected by the cancellation of a flight or delay of thirty minutes or more in the scheduled time of departure of a flight, provide to the consumer a letter pertaining to the cancellation or delay, as the case may be, within seven working days from the date of the request.

P.U. (B) 345 38

(6)

Notwithstanding subparagraph (3)—

(a)

in the case of a route cessation, the operating airline shall notify the consumers and provide information to the public about the cessation within the period of one month before the date of the cessation; and

(b)

in the case of a flight rescheduling of three hours or more before or after the scheduled time of departure, the operating airline shall notify the consumers about the new departure time when the rescheduling is determined or at least twenty-four hours from the scheduled time of departure.

(7)

Upon a change in the status of a flight resulting in the flight being no longer available, the contracting airline shall immediately remove the said flight from the online booking system and cease all booking or sale of the flight.

(8)

If the flight referred to in subparagraph (7) is sold through a travel agent or through any travel portal, the contracting airline shall ensure that the said flight is immediately removed from all booking systems and cease all booking or sale of the flight.”.

New paragraph 8A

8.

The principal Code is amended by inserting after paragraph 8 the following paragraph:

“Change of the scheduled time of departure 8A.

Any changes to the scheduled time of departure shall be notified to the consumer at least two weeks before actual departure unless the operating airline can prove that a further change to the scheduled time of departure is caused by extraordinary circumstances or technical reasons, which could not have been avoided even if all reasonable measures had been taken.”.

P.U. (B) 345 39

Amendment of paragraph 9 9.

The principal Code is amended by deleting paragraph 9.

Amendment of Part III

10.

The principal

Code is amended in

Part

III by substituting for the heading “PASSENGER’S RIGHT” the heading “CONSUMER’S RIGHTS”.

Amendment of paragraph 10 11.

The principal Code is amended by substituting for paragraph 10 the following paragraph:

“Travel rights 10.

(1)

For the purposes of this Part, a consumer shall have rights under this Code if the consumer—

(a)

has a confirmed reservation on the flight concerned; or

(b)

has been transferred to another flight by an airline from the flight for which he held a reservation, irrespective of the reason.

(2)

Subject to subparagraph (1), a consumer shall have rights under this Code if the consumer—

(a)

has been denied embarkation on grounds of disability as referred to in paragraph 10A;

(b)

has been affected by any flight disruption as referred to in paragraphs 11, 12, or 12A;

(c)

experienced lost, damaged or delayed baggage as referred to in paragraph 13; or

P.U. (B) 345 40

(d)

experienced lost or damaged mobility equipment or assistive device as referred to in paragraph 14.

(3)

For the avoidance of doubt, a consumer referred to in subparagraph (1) includes a consumer with a ticket issued under a frequent flyer programme or other commercial programme by an airline.

(4)

Notwithstanding the terms and conditions of a ticket, a consumer’s rights are cumulative wherever applicable.

ILLUSTRATION

A consumer purchased a ticket for a journey from KUL to MEL with Airline A and the flight is scheduled to depart at 2000 hours. On the day of departure, after check-in at the airport, consumer received a notification from Airline A informing consumer of a delay of the flight from 2000 hours to 2200 hours. At 2230 hours, another flight delay notification was received by the consumer from Airline A stating that the flight is further delayed to 0100 hours the next day.

The consumer’s rights are cumulative, namely:

(a)

for the delay of two hours from 2000 hours to 2200 hours, Airline A is required to offer consumer meals, refreshments, telephone calls and internet access; and

(b)

for the total delay of five hours until 0100 hours, Airline A is required to offer consumer the choice between refund, or hotel accommodation (where a stay of one or more nights becomes necessary) and transport between the airport and place of accommodation (hotel or other).”.

New paragraph 10A

12.

The principal Code is amended by inserting after paragraph 10 the following paragraph:

P.U. (B) 345 41

“Reasonable accommodation of persons with disability 10A. (1)

An airline shall not refuse—

(a)

to accept a reservation for a flight departing from an aerodrome to which this Code applies; or

(b)

to embark a person with disability at such an aerodrome, provided that the person concerned has a valid reservation, on the grounds of disability.

(2)

An airline may refuse to accept a reservation under subsubparagraph (1)(a) or to embark a person with disability under subsubparagraph (1)(b) if—

(a)

the refusal is to meet the safety requirements established by the Chief Executive Officer of the

Civil Aviation Authority of Malaysia; or

(b)

the size of the aircraft or its doors makes the embarkation or carriage of that person with disability physically impossible.

(3)

An airline may, in order to meet the applicable safety requirements referred to in subsubparagraph (2)(a), require that a person with disability be accompanied by another person who is capable of providing the assistance required by that person with disability.

(4)

In the event of refusal to accept a reservation on the grounds referred to in subsubparagraph (2)(a) or (b), the airline shall make reasonable efforts to propose an acceptable alternative to the person with disability.

P.U. (B) 345 42

(5)

A person with disability who has been denied embarkation on the grounds of his disability and any person accompanying such person pursuant to subparagraph (3) shall be offered the rights specified in the First Schedule.

(6)

The right to the option of a return flight or re-routing shall be conditional upon all safety requirements being met.

(7)

An airline shall make publicly available, in accessible formats and in at least the same language as the information made available to other consumers, the safety rules that it applies to the carriage of persons with disability, as well as any restrictions on their carriage or on that of mobility equipment due to the size of aircraft.

(8)

An airline that refuses to accept a reservation or to embark a person with disability under subsubparagraph (2)(a) or (b), or any person accompanying such person despite the compliance with subparagraph (3)

shall—

(a)

immediately inform the person with disability the reasons for the refusal; and

(b)

if requested by the person with disability, provide the reasons in subsubparagraph (a) in writing within five working days from such request.

(9)

Where an airline receives notification of the need for assistance by a person with disability at any of its points of sale, the airline shall take all measures necessary to provide such assistance.

P.U. (B) 345 43

(a)

transmit the information concerned within twelve hours from the receipt of notification of the need for assistance to the operating airline, if a reservation was not made with that airline; or

(b)

if the identity of the operating airline is not known at the time of notification, transmit the information to the operating airline as soon as its identity is known.

(a)

the consumer presents himself for check-in at the time stipulated by the operating airline; or

(b)

the consumer arrives at a point within the airport boundary designated in accordance with subparagraph (20) at the time stipulated by the operating airline.

P.U. (B) 345 44

ensuring the provision of the assistance specified in the Second Schedule in such a way that the person is able to take the flight for which he holds a reservation.

(15)

On the arrival by air of a person with disability at an aerodrome, the operating airline shall be responsible for ensuring the provision of the assistance specified in the Second Schedule in such a way that the person is able to reach his point of departure from the aerodrome as referred to in subparagraph (20).

(16)

The assistance provided shall, as far as possible, be appropriate to the particular needs of the individual consumer.

(17)

A person with disability shall be entitled to use the wheelchair service free of charge upon production of a Kad OKU.

(18)

An airline shall—

(a)

ensure that all its personnel, including those employed by any subcontractor, providing direct assistance to persons with disability have knowledge of how to meet the needs of persons having various disabilities;

(b)

provide disability-equality and disability-awareness training to its personnel working at the aerodrome who deal directly with the travelling public; and

(c)

ensure that upon recruitment, all new employees attend disability-related training and that all personnel receive refresher training courses when appropriate.

(19)

An aerodrome operator shall be responsible for ensuring the provision of structural amenities and facilities for persons with disabilities in

P.U. (B) 345 45

such a way that the person is able to take the flight for which he holds a reservation.

(20)

An aerodrome operator shall—

(a)

designate points of arrival and departure within the airport boundary or at a point under the direct control of the aerodrome operator, inside and outside terminal buildings, at which a person with disability can, with ease, announce his arrival at the airport and request assistance;

and

(b)

ensure that the points of arrival and departure referred to in subsubparagraph (a) are clearly signed and shall offer basic information about the airport, in accessible formats.”.

Amendment of paragraph 11 13.

Paragraph 11 of the principal Code is amended—

(a)

in subparagraph (2), by substituting for the words “compensation and care” the words “the rights”; and

(b)

by substituting subparagraph (3) the following subparagraph:

“(3) If the number of consumers who volunteer is insufficient, the operating airline may deny boarding to any consumer before the consumer boards the aircraft and shall immediately offer the rights in accordance with the First Schedule.”.

Amendment of paragraph 12 14.

Paragraph 12 of the principal Code is amended—

(a)

by substituting for the shoulder note the following shoulder note:

P.U. (B) 345 46

“Flight delay and cancellation”;

(b)

in subparagraph (1)—

(i)

by substituting for the words “Where an operating airline reasonably expects a flight to be delayed”

the words

“Where a flight is delayed”;

(ii)

by inserting after the words “the operating airline shall” the words

“inform and”; and

(iii)

by substituting for the words “compensation and care” the word

“rights”;

(c)

by substituting for subparagraph (3) the following subparagraph:

“(3)

The limits of liability under subparagraph (2) is as specified in the Third Schedule.”;

(d)

by substituting for subparagraph (5) the following subparagraph:

“(5)

For the purposes of subparagraph (1), where the option of a refund is applicable, the operating airline shall first offer to refund unless the consumer chooses a different option that is available.”;

(e)

by inserting after subparagraph (5) the following subparagraph:

“(5A) The operating airline may offer any other alternative forms of refund in addition to the refund mentioned in subparagraph (5) in the event the operating airline can prove that the cancellation or delay of five hours or more is caused by extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken.”; and

P.U. (B) 345 47

(f)

by deleting subparagraph (6).

Amendment of paragraph 12A

15.

The principle Code is amended by substituting for paragraph 12A with the following paragraph:

“Route cessation and flight rescheduling 12A. (1)

Where an operating airline—

(a)

decides to cease a route; or

(b)

decides to perform a flight rescheduling of three hours or more before or after the scheduled time of departure, the operating airline shall inform and offer the consumers the rights as specified in the First Schedule.

(2)

For the purposes of subparagraph (1), the operating airline shall first offer to refund unless the consumer chooses a different option that is available.

(3)

The operating airline may offer any other alternative forms of refund In addition to the refund mentioned in subparagraph (2) in the event the operating airline can prove that the route cessation or flight rescheduling is caused by extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken.

(4)

Extraordinary circumstances is deemed to exist where impact of an air traffic management decision in relation to a particular aircraft on a particular day gives rise to a long delay, an overnight delay, or the cancellation of one or more flights by that aircraft, although all reasonable measures had been taken by the operating airline concerned to avoid the delays or cancellations.”.

P.U. (B) 345 48

Amendment of paragraph 13 16.

Paragraph 13 of the principal Code is amended—

(a)

by substituting for the shoulder note the following shoulder note:

“Lost, damaged or delayed baggage”;

(b)

by deleting subparagraph (2);

(c)

by substituting for subparagraph (5) the following subparagraph:

“(5) The limit of liability for baggage delay, loss or damage on a flight is as specified in the Third Schedule.”; and

(d)

by inserting after subparagraph (10) the following subparagraph:

“(10A)

The complaint mentioned in this paragraph includes a Property Irregularity Report.”.

Amendment of paragraph 14 17.

The principal Code is amended by substituting for paragraph 14 the following paragraph:

“Lost or damaged mobility equipment and assistive devices 14.

(1)

Where mobility equipment or assistive devices of the consumer are lost or damaged whilst being handled at an aerodrome or transported on board of an aircraft, the operating airline is liable to compensate the loss or damage as specified in the First Schedule.

(2)

Where the operating airline is not the same as the contracting airline, the consumer has the right to address a complaint or to make a claim for damages against the operating airline or the contracting airline.”.

P.U. (B) 345 49

Amendment of paragraph 15 18.

Subsubparagraph 15(2)(a) of the principal Code is amended by substituting for the words “compensation and care” the word “rights”.

New paragraphs 15A and 15B

19.

The principal Code is amended by inserting after paragraph 15 the following paragraphs:

“Refund to consumer 15A. (1)

Apart from the rights under paragraph 10 and subject to the terms and conditions of a ticket, a contracting airline shall, upon a claim by a consumer, refund to the consumer—

(a)

the base fare, including all charges payable to the airline;

(b)

charges for optional services purchased by the consumer on an opt-in basis;

(c)

fuel surcharge;

(d)

taxes and fees imposed by the Government;

(e)

the fees and charges prescribed under any written law; and

(f)

such other fees and charges as determined by the

Commission to be imposed on consumers by providers of air services.

(2)

Notwithstanding subparagraph (1), the contracting airline shall refund fuel surcharge, taxes, fees, and charges referred to in subsubparagraphs (1)(c), (d), (e) and (f) in the event carriage of consumer on air transport service was not rendered to the consumer.

P.U. (B) 345 50

(3)

For the purposes of refund of fuel surcharge, taxes, fees, and charges referred to in subsubparagraphs (1)(c), (d), (e) and (f), a contracting airline may charge a processing fee of up to five percent of the fuel surcharge, taxes, fees, or charges, as the case may be.

(4)

If a contracting airline has charged a processing fee for the purposes of the refund of the base fare or charges referred to in subsubparagraphs (1)(a)

and (b), the contracting airline shall no longer charge any processing fee for any refund referred to in subparagraph (3).

(5)

Notwithstanding subparagraphs

(3)

and

(6)

A contracting airline shall remit any refund to the consumer within thirty days from the date of the claim for the refund.

(7)

If the ticket is purchased from a travel agent or through any travel portal, a contracting airline shall remit any refund to the travel agent or travel portal within thirty days from the date of the claim for the refund by the consumer in accordance with the terms and conditions between the contracting airline and the travel agent or between the contracting airline and the travel portal, as the case may be.

Form of refund 15B. For the purposes of this Part, refund that shall be paid to consumer shall be in the same form as the original mode of payment made by the consumer at the time of ticket purchase by the consumer.”.

Amendment of paragraph 17 20.

Subparagraph 17(1) of the principal Code is amended by inserting after the words “in the airline or aerodrome operator” the words “, or social networking site or any other electronic or digital format”.

P.U. (B) 345 51

Amendment of paragraph 18 21.

Paragraph 18 of the principal Code is amended—

(a)

in subparagraph (2), by substituting for the words “one year” the words

“two years”;

(b)

in subsubparagraph (3)(a), by inserting after the words “rejection and”

the words “, where appropriate,”;

(c)

by substituting for subparagraph (5) the following subparagraph:

“(5) A complaint may be brought before the Commission if the claim before the court has been withdrawn, abandoned or struck out.”; and

(d)

in subparagraph (10), by substituting for the words “subparagraph (4)”

the words “subparagraph (8)”.

Amendment of paragraph 21 22.

Paragraph 21 of the principal Code is amended—

(a)

by deleting the word “and” at the end of the subparagraph (e);

(b)

by inserting after subparagraph (e) the following subparagraph:

“(ee) statistics or information relating to fees or charges collected;” and

(c)

in subparagraph (f), by inserting after the words “any other”

the words “statistics or”.

New paragraph 21A

23.

The principal Code is amended by inserting after paragraph 21 the following paragraph:

P.U. (B) 345 52

“Unclaimed moneys 21A.

Any moneys referred to under this Code which are not refunded to the consumer shall be lodged with the Registrar of Unclaimed Moneys in accordance with the provisions of the Unclaimed Moneys Act 1965 [Act 370].”.

Amendment of paragraph 22 24.

Paragraph 22 of the principal Code is amended by substituting for the words “Part II of the Code, paragraph 11, 12, 12A, 13, 14, 15, 17 and 18 of the Code, Part V of the Code, and Part VI of the Code” the words “this Code”.

Amendment of First Schedule 25.

The principal Code is amended by substituting for the First Schedule the following schedule:

“FIRST SCHEDULE

[Paragraphs 10A, 11, 12, 12A and 14]

CONSUMER’S RIGHTS

No.

Provision

Description

Rights 1.

Paragraph 10A Denied embarkation of person with disability on the ground of disability

The person with disability and any person accompanying him shall be offered and may choose the following options:

(a)

to be refunded within thirty days, of the full cost of the ticket at the price at which it was bought, including base fare, charges for optional services, fuel surcharge, charges, taxes, and fees, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the consumer’s original travel plan, without right to board;

(b)

a return flight to their first point of departure, at the earliest opportunity; or

P.U. (B) 345 53

(c)

re-routing, under comparable transport conditions, to their final destination at the earliest opportunity or at a later date at the consumer’s convenience, subject to availability of seats, at no extra charge.

In the case where a town, city or region is served by several airports, an operating airline offers a consumer a flight to an airport alternative to that for which the reservation was made, the operating airline shall bear the cost of transferring the consumer from that alternative airport either to that for which the reservation was made, or to another close-by destination agreed with the consumer.

2.

Paragraph 11

Denied boarding

The consumer shall be offered and may choose the following options:

(a)

to be refunded within thirty days, of the full cost of the ticket at the price at which it was bought, including base fare, charges for optional services, fuel surcharge, charges, taxes, and fees, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the consumer’s original travel plan, without right to board; or

(b)

re-routing, under comparable transport conditions, to their final destination at the earliest opportunity or at a later date at the consumer’s convenience, subject to availability of seats, at no extra charge, and care while awaiting re-routing, free of charge, including—

P.U. (B) 345 54

where a stay of one or more nights becomes necessary.

In the case where a town, city or region is served by several airports, an operating airline offers a consumer a flight to an airport alternative to that for which the reservation was made, the operating airline shall bear the cost of transferring the consumer from that alternative airport either to that for which the reservation was made, or to another close-by destination agreed with the consumer.

3.

Paragraph 12

Flight delayed for two hours or more

Consumers shall be offered free of charge, meals, refreshments, limited telephone calls and internet access in a reasonable relation to the waiting time.

4.

Paragraph 12

Flight delayed for five hours or more

Consumers shall be offered free of charge and may choose the following options:

(a)

to be refunded within thirty days, of the full cost of the ticket at the price at which it was bought, including base fare, charges for optional services, fuel surcharge, charges, taxes, and fees, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the consumer’s original travel plan, without right to board; or

(b)

hotel accommodation and transport between the airport and place of accommodation (hotel or other) in cases—

P.U. (B) 345 55

5.

Paragraph 12

Flight cancellation

(1)

Consumers shall be offered and may choose the following options:

(a)

to be refunded within thirty days, of the full cost of the ticket at the price at which it was bought, including base fare, charges for optional services, fuel surcharge, charges, taxes, and fees, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the consumer’s original travel plan, without right to board;

or

(b)

re-routing, under comparable transport conditions, to their final destination at the earliest opportunity or at a later date at the consumer’s convenience, subject to availability of seats, at no extra charge.

(2)

Where an operating airline offers a consumer a flight to an airport alternative to that for which the reservation was made, the operating airline shall bear the cost of transferring the consumer from that alternative airport either to that for which the reservation was made, or to another close-by destination agreed with the consumer.

P.U. (B) 345 56 6.

Paragraph 12A Route cessation

(1)

Consumers shall be offered and may choose the following options:

(a)

refund within thirty days, of the full cost of the ticket at the price at which it was bought, including base fare, charges for optional services, fuel surcharge, charges, taxes, and fees, for the part of parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the consumer’s original travel plan, without right to board; or

(b)

re-routing, under comparable transport conditions, to their final destination at the earliest opportunity or at a later date at the consumer’s convenience, subject to availability of seats, at no extra charge.

(2)

Where an operating airline offers a consumer a flight to an airport alternative to that for which the reservation was made, the operating airline shall bear the cost of transferring the consumer from that alternative airport either to that for which the reservation was made, or to another close-by destination agreed with the consumer.

7.

Paragraph 12A Flight rescheduling

(1)

Consumers shall be offered and may choose the following options:

(a)

to be refunded within thirty days, of the full cost of the ticket at the price at which it was bought, including base fare, charges for optional services, fuel surcharge,

P.U. (B) 345 57

”.

charges, taxes, and fees, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the consumer’s original travel plan, without right to board; or

(b)

re-routing, under comparable transport conditions, to their final destination at the earliest opportunity or at a later date at the consumer’s convenience, subject to availability of seats, at no extra charge.

(2)

Where an operating airline offers a consumer a flight to an airport alternative to that for which the reservation was made, the operating airline shall bear the cost of transferring the consumer from that alternative airport either to that for which the reservation was made, or to another close-by destination agreed with the consumer.

8.

Paragraph 14

Lost or damaged mobility equipment or assistive device

The consumer shall be compensated based on the prevailing market price of the equipment or device.

Amendment of Second Schedule 26.

The Second Schedule of the principal Code is amended—

(a)

by substituting for the heading

“[Paragraph 9]”

the heading

“[Paragraph 10A]”; and

P.U. (B) 345 58

”.

(b)

in subparagraph 1(a), by substituting for the words “subparagraph 9(19)”

the words “subparagraph 10A (20)”.

New Third Schedule 27.

The principal Code is amended by inserting after the Second Schedule the following schedule:

"THIRD SCHEDULE

[Paragraphs 12 and 13]

LIMITS OF LIABILITY

No.

Provision

Limits of Liability

(Special Drawing Rights)

1.

Paragraph 12(3)

5,346 per consumer 2.

Paragraph 13(5)

1,288 per consumer

Dated 30 August 2024

[MAVCOM/LSU/(R)/2024/003; PN(PU2)735/JLD.4]

DATUK SERI HAJI SARIPUDDIN HAJI KASIM

Executive Chairman

Malaysian Aviation Commission