AirBorneo under Malaysian aviation authority watch over delays, cancellations

Civil Aviation Authority of Malaysia (CAAM). Photo credit: CAAM/Facebook

By DayakDaily Team

KUCHING, June 10: The Civil Aviation Authority of Malaysia (CAAM) is closely monitoring recent flight delays, cancellations, and schedule changes affecting AirBorneo services across Sabah and Sarawak, while reminding affected passengers of their rights under the Malaysian Aviation Consumer Protection Code 2016 (MACPC).

In a statement today, CAAM said the disruptions had been attributed by AirBorneo to operational and maintenance-related issues.

While emphasising that safety must remain the highest priority in flight operations, CAAM stressed that consumers must continue to be treated fairly and in accordance with the provisions of the MACPC.

“AirBorneo is reminded to take all reasonable measures to minimise inconvenience to affected consumers and to ensure compliance with its obligations under the MACPC while maintaining the highest standards of operational safety,” it said.

CAAM advised passengers affected by the disruptions to check the latest flight status before heading to the airport and to contact the airline directly for updated information, available assistance, and alternative travel arrangements.

Under the MACPC, airlines are required to provide timely, accurate, and updated information regarding flight delays, cancellations, or schedule changes, including the reasons for the disruption and the options available to affected consumers.

Depending on the nature and duration of the disruption, passengers may be entitled to various forms of care and assistance, including meals, communication facilities, accommodation, transportation, re-routing to their final destination, or refunds, subject to the applicable provisions of the code.

CAAM encouraged consumers to first seek resolution directly with AirBorneo through the airline’s official customer service channels.

“Airlines are required to address consumer concerns promptly and provide clear guidance on the available remedies and next steps,” it said.

Passengers who remain dissatisfied with the airline’s response may lodge complaints with CAAM through its FlySmart platform, online complaint form, email, or consumer hotline.

The authority also urged complainants to provide relevant information and supporting documents to facilitate investigations and review of their cases.

CAAM said it would continue to closely monitor the situation and assess AirBorneo’s compliance with consumer protection requirements under the MACPC.

“Airlines are expected to ensure that communication, assistance, re-accommodation and refund processes are carried out in a timely, transparent and accountable manner,” it added.

CAAM reiterated its commitment to safeguarding consumer rights while ensuring safety remains the highest priority in Malaysia’s civil aviation sector. — DayakDaily