In the cases of Rayani Air, passengers complainedthat Rayani Air frequently rescheduled flights often up 13 hours later. RayaniAir also frequently cancelled or postponed the flights without advance noticeand also no assistance to affected passengers or giving any recompense.
Theairline company has apologized because the inability to provide refunds to customersfor their flight tickets, it was due to investors pulling out regarding therevocation of its flying licenses. Regarding thisissue, there are a few basic right that air passengershould understand before they can do any claim toward theairline. Based on the Malaysian Aviation Commission Act 2015, the MalaysianAviation Commission (MAVCOM) already provide a greater transparency and aclear guidelines toward consumer right regarding to travel related woeslike loss of luggage, ticket pricing and flight delays.First basic right is flight delays or cancellations.
When air passengerflight delays or cancel of more than two hours, it will affectedpassenger are entitled to meals, telephone calls and internet where available to beaccess. If the flight delays for 5 hours or more, on top of theabove, the passenger are entitled for hotel accommodation andtransportation that have been provided to and from the hotel which is that isnecessarySecond basic right isdenied boarding. If passengers are denied from boarding their scheduledflight, whether it is due to overbooking or operational issues, the airlineis required to offer passenger meals, internet where it is availableto be access and telephone calls. In addition, the airline also requiredto provide hotel accommodation where it is necessary, the choice betweenreimbursement of air ticket or re-routing and providetransportation to and from the hotel. Third basic right is lost, damages or delayed baggage.
If there anything happen to passenger luggage like lost, damaged ordelayed, as passenger they have right to claim compensation fromthe airline by filing a written complaint. There are a few rulesin order to filing a written complaint such as if passenger baggage isdamaged within 7 days of arrival and if passenger baggage is delayed,the air passenger complaint must be filed upon arrival or within21 days of arrival. Next is communication ofchanges in flight status. If this situation happens in any airlinesthat operating in Malaysia, it will be the airlines to be responsibility ofensuring that passengers are contacted immediately and promptly inthe event of any changes in flight status. Lastly is feesand airfares.
Passenger must be aware of the breakdown ofthe fare like applicable airport taxes, charges, surcharges or fees whenpurchase of flight tickets from any airline. Besides, it is also up to the passengerif they want to add for any additional services like travel insurance, additionalluggage, in-flight meals and change of and selection of flightseats. These types of miscellaneous fees should not be addedautomatically to passenger airfare.