An elderly kidney dialysis patient from Sibu has accused a major airline of unethical treatment after his luggage was severely damaged during a recent flight transfer. The man, who must make careful travel arrangements due to his health condition, also criticised the compensation process, describing the airline’s handling as unprofessional.
In a complaint lodged with the Malaysian Consumers Movement Council (MTPN) Sarawak, the passenger said the airline initially offered RM200 in compensation for the damaged baggage. This was later reduced to just RM25, a drop so drastic that a junior staff member reportedly felt compelled to offer money from his own pocket to help resolve the situation.
MTPN Sarawak chairman Lucas Lau condemned the airline’s conduct, calling it “a clear example of failure to treat vulnerable passengers with the compassion and professionalism expected of an international carrier”.
“This case involves a dialysis patient — an elderly individual already physically burdened,” Lau said yesterday. “What happened is unacceptable and does not reflect the humanitarian values a global airline should uphold.”
He noted that while the incident may not represent company policy, it highlights the need for top-level management to improve oversight of standard procedures and customer service at the frontline.
Lau stressed that consumers are protected under the Consumer Protection Act 1999 (Act 599). He said that under Section 53, services such as baggage handling must be performed with reasonable care, or it may be considered negligence. He also raised concerns about the inconsistency in compensation, which could potentially breach Section 7 on false representation.
He added that bureaucracy should never override basic compassion, particularly when dealing with ill or vulnerable passengers.
Lau urged the airline to provide a fair and prompt resolution and called on authorities to step up efforts to protect consumer rights.
“Passengers are not just ticket numbers. They are human beings with dignity and the right to be treated with respect,” he said.
