MalaysiaUpdated Aug 15, 2025
Malaysia: Flight delay compensation under MAVCOM
MAVCOM's Malaysian Aviation Consumer Protection Code (MACPC) sets clear obligations for airlines on delays, cancellations, and denied boarding.
Your rights
- Delays of 2+ hours: meals and refreshments.
- Delays of 5+ hours: refund or rerouting at the passenger's choice.
- Cancellations: refund within 30 days, plus rerouting if requested.
- Denied boarding (overbooking): compensation and care obligations apply.
Steps to take
- 1Keep boarding passes, delay notifications, and any receipts.
- 2Submit a written claim to the airline within 1 year.
- 3If denied or ignored after 30 days, file with MAVCOM via flysmart.my.
Example cases
6-hour delay, no meals provided
Full refundKUL → BKIRM 520 ticket
- What happened
- The airline delayed the flight 6 hours for "operational reasons" and gave out no meal vouchers.
- What they did
- Claimed compensation under the MACPC and escalated to the regulator after 30 days with no reply.
- Outcome
- The airline paid the compensation set out by the code, plus meal costs, about 6 weeks after escalation.
Missed connection on a single booking
Full refundPEN → KUL → SINRM 780
- What happened
- A late first leg caused a missed connection, and the airline wanted the passenger to pay for a new ticket.
- What they did
- Insisted on free rerouting because both flights were on one booking, and kept all written replies.
- Outcome
- Rebooked on the next flight free of charge, with a hotel night covered.
"Weather" excuse that didn't hold up
Partial refundKUL → LGKRM 310
- What happened
- The airline refused compensation for a cancellation, citing weather.
- What they did
- Asked for evidence, and showed that other flights on the same route left on time that day.
- Outcome
- The airline gave a full fare refund but no extra compensation.
Illustrative examples, not legal advice.
Start a similar claimWho to escalate to
- MAVCOM Consumer Affairs — flysmart.my or 1-800-18-6966.
- Tribunal for Consumer Claims for amounts under MYR 50,000.
Template phrases
"Pursuant to Part III of the Malaysian Aviation Consumer Protection Code 2016, I am entitled to [refund / compensation / rerouting] for flight [NUMBER] on [DATE]. I request resolution within 30 days, failing which I will escalate to MAVCOM."
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Informational only — not legal advice. RefundRights cites publicly available consumer-protection rules and is intended to help you assert your rights. For binding advice, consult a qualified lawyer in the relevant jurisdiction.