Malaysia’s travel agent industry body MATTA is urging airlines to refund customers despite claims it could bankrupt them.
MATTA is irked that the Malaysian Aviation Commission and transport ministry are dragging their feet over an issue that is a ‘matter of principle.’
"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," said MATTA vice president of air transportation, Shazli Affuat Ghazali.
The issue is causing extra stress for the nation’s travel agents who are fielding high volumes of calls from angry customers.
MATTA wants airlines to notify passengers and travel agents that normal cancellation and re-booking charges do not apply and should be waived for the duration of the pandemic.
It wants all refunds to be made in full and in a timely manner, including all ancillary fees.
If this doesn’t happen, ‘It could trigger unnecessary lawsuits which do not augur well for the tourism industry,’ Shazli said.
