KUALA LUMPUR, April 8 — Airlines should make cash refunds as their top priority and not issue credit notes which may have little or no value should they go insolvent, said the Malaysian Association of Tour and Travel Agents (Matta).
Its vice-president (Air Transportation) Shazli Affuat Ghazali said Matta is concerned that many passengers and travel agents might not be getting refunds due to them from flight cancellations as a result of the Covid-19 pandemic.
Explaining further, he pointed out that while airlines were being bailed out or given loans to resume operations post-pandemic, they must first payout cash refunds to restore public confidence.
"It is a matter of principle to return payments collected from customers for services not rendered due to the current extraordinary circumstances.
"One of Mavcom’s (Malaysian Aviation Commission) functions is to provide a mechanism for protection of consumers and the commission should have stepped forward to announce clearly what measures are in place or will be introduced for customers to get their money back," he said in a statement today.
Furthermore, Shazli Affuat stressed that while it is painful enough for individual passengers to wait indefinitely for refunds, the agony is multiplied manifold among travel agents with angry customers constantly behind their back.
"Airlines should give full refund for payments made by passengers and travel agents without applying standard terms and conditions, which are applicable during normal times but not in a pandemic.
"Also, airlines should not differentiate between group bookings for Group Inclusive Tour (GIT) and individuals travelling as Free Independent Travellers (FIT)," he said, adding that the same treatment will hasten refunds across the board and recovery post-pandemic.
Meanwhile, Shazli Affuat said Matta is looking forward to the Transport Ministry (MOT) issuing a directive to airlines that include notifying passengers and travel agents that normal cancellation and rebooking charges do not apply from the time of Covid-19 outbreak until end of the pandemic.
"(Other than that) granting customers the option for a cash refund or available credit can be used within three years. Rebooking allowed within two years from the original date of travel and refunds for flight cancellations must be made in full, including ancillary fees paid," he said.
However, he said, if refunds due to travel agents are unfairly withheld, affected passengers will not be getting back their money and it could trigger unnecessary lawsuits which do not auger well for the tourism industry.
— Bernama
