CAAM monitoring AirBorneo disruptions amid delays and cancellations in Sabah, Sarawak

PUTRAJAYA, 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.

CAAM said the airline had attributed the disruptions to operational and maintenance-related issues.

While stressing that safety must remain the highest priority in flight operations, the authority reminded AirBorneo that affected consumers must continue to be treated fairly and in accordance with the Malaysian Aviation Consumer Protection Code 2016 (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,” CAAM said in a statement.

The statement followed an advisory issued by AirBorneo on Monday, in which the airline cautioned passengers to expect possible delays, cancellations and schedule changes in the coming days as it continues to manage operational disruptions affecting flights across Sabah and Sarawak since June 5.

CAAM advised consumers affected by the disruptions to check the latest status of their flights before proceeding to the airport and to contact the airline directly for updated information, assistance and alternative travel arrangements.

It said under the MACPC, the airlines are required to provide timely, accurate and updated information on flight delays, cancellations or schedule changes, including the reasons for the disruption and the options available to affected passengers.

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

“Consumers should first seek resolution directly from AirBorneo through the airline’s official customer service channels. Airlines are also required to address passenger concerns promptly and provide clear guidance on available remedies and next steps,” it said.

According to CAAM, if a matter remains unresolved or if consumers are dissatisfied with the response provided, complaints can be submitted to CAAM through the FlySmart website at www.flysmart.my or via email at consumer@caam.gov.my or contact hotline 1800-18-6966 (within Malaysia) or +603-7651 2777 (outside Malaysia).

“Consumers lodging complaints are encouraged to provide relevant information and supporting documents to facilitate CAAM’s review of the matter,” it said.

CAAM said it will continue to assess AirBorneo’s compliance with consumer protection requirements, adding that it remains committed to safeguarding consumer rights while maintaining safety as the highest priority in Malaysia’s civil aviation sector. — Bernama