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The Novel Coronavirus (COVID-19) outbreak has caused major flight disruptions to all airlines around the world. Due to the outbreak, airlines are experiencing a high volume of requests which may cause the airline to delay its response to you. Meanwhile, here are some of the Frequently Asked Questions (FAQs) about COVID-19:

 

1. Flight cancellations

A. If the airline cancels your flight

Q1. The airline cancelled my flight. What are my options to recover my money? 

Answer: 

A refund request varies by airline. Here’s the list of local airlines refund guide on COVID-19:

Q2. As my flight was cancelled, the airline has only offered a travel voucher or a choice to reschedule my flight. I want a full refund to my original mode of payment. Is this possible? 

Answer:

The cancellation of flights by airlines is caused by extraordinary circumstances. The refund options offered to passengers is a commercial decision by an airline.

B. If I decide to cancel my flight

Q1. I have decided not to travel now due to COVID-19. Can I get a refund??

Answer: 

If you decide not to travel and cancel your flight, the refund value would depend on the terms and conditions of the ticket.

Q2. What if I want to travel but postpone my flight to a later date?

Answer: 

Generally, most of the local airlines in Malaysia allow consumers to change their travel dates for the first time without additional charges. However, fare difference may apply if the fare of your new travel date is higher than the fare that you have paid for your original travel date.

Q3. I asked my airline to change my flight date and I was told that I must pay a change fee. Can the airline do this?

Answer: 

Generally, most of the local airlines in Malaysia allow consumers to change their travel dates for the first time without additional charges. However, this will depend on the airline.

Q4. What about paying for the fare difference?

Answer: 

A fare difference may apply if the fare of your new travel date is higher than the fare that you have paid for your original travel date.

Q5. Can I leave my travel date open?

Answer: 

Yes. This will depend on the options determine by the airline.

Q6. I purchased my air ticket via a travel agent/online travel agent. Can I get a refund?

Answer:

You are advised to contact your travel agent/online travel agent. If your complaint is not resolved or you are not satisfied with the resolution, you may submit your complaint to the Ministry of Tourism, Arts and Culture Malaysia (MOTAC). Please note that this only applies to Malaysian registered travel agents.

C. What are my options for a refund?

Q1. I want to travel to another state within Malaysia by air. However due to the recent Movement Control Order (MCO), we have been told to stay home. Can I obtain a refund for my flight ticket as I won’t be able to travel?

Answer: 

Airlines are adhering to the MCO imposed by the government. However, airlines are offering either credit shell/travel voucher or movement the flight date without any additional charges for the first time. You are advised to contact your respective airlines to understand your available options as each airline are operating separately on their own terms and conditions.

2. Expenses incurred for my hotel and ground transportation

Q1. My flight has been changed and I have already paid for accommodation and activities. How will the airline compensate me?

Answer: 

Your travelling date can impact your plans at the destination that you are travelling to. However, please note that the airlines are not liable for consequential losses. You may contact your insurance provider to make a claim.

3.Other travel updates

Q1. What are the latest/current travel restrictions?

Answer: 

The most up to date information on travel restrictions can be found at Travel Restriction updates by the International Air Transport Association (IATA). More information is also available on the Malaysia Ministry of Health website as well as the Malaysia Ministry of Home Affairs websites.

Q2. How do I protect myself while travelling?

Answer: 

We have prepared some tips for you to stay safe if you are required to travel during this outbreak. See our How can you protect yourself during the Coronavirus (COVID-19) outbreak when you travel article. Information is also available on the Malaysia Ministry of Health website.

Q3. I was not allowed to proceed with my flight as the local immigration authority had denied my entry. Can I request a refund?

Answer: 

You may submit a refund request to the airline. However, the refund value would depend on the terms and conditions of your air ticket.

Please note that if your air ticket does not have a refund value; you are still entitled to claim for the unused Passenger Service Charge (PSC) and government taxes from the airline.

If the above frequently asked questions did not address your concerns, you may submit an enquiry or a complaint to MAVCOM at FlySmart- make a complaint page. Alternatively, you can also lodge a complaint with the FlySmart mobile application which can be downloaded through the Apple App Store and the Google Play Store.

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