Persons with disability with an OKU (Orang Kurang Upaya) card should receive Free of Charge (FOC) wheelchair services. However, you are advised to contact the airline at least 48 hours before the flight to inform them of your need for assistance.

Yes. If your bags did not arrive on the same flight that you were on, you may claim up to 1,131 Special Drawing Rights (approximately RM 6,200, depending on the prevailing exchange rate at the time) for baggage delay. Special Drawing Rights is a measure of currency created by the International Monetary Fund (IMF) to be used for international compensation. For more information on Special Drawing Rights, including their current value, visit IMF’s official page. It is a good habit to keep receipts or proof of the value of your items, to validate your claim. Claims made should be reasonable in relation to the length of delay.

If your checked baggage is delayed, make sure you follow these steps:

First – Make sure you immediately contact the airline representative at the airport. If you are unable to do so, it’s crucial for you to make a report with the airline within 7 days of your arrival.

Second – When you make the ‘Property Irregularity Report’ (PIR), please request a copy of the report from the airline.

Third – Follow up with the airline by providing them a copy of your PIR as this is required for the airline to investigate further.

If your checked baggage ends up damaged after your flight, make sure you follow these steps:

First – Make sure you immediately contact the airline representative at the airport. If you are unable to do so, it’s crucial for you to make a report with the airline within 7 days of your arrival.

Second –  When you make the ‘Property Irregularity Report’ (PIR), please request a copy of the report from the airline.

Third –  Follow up with the airline by providing them a copy of your PIR as this is required for the airline to investigate further.

You have to ensure that the name you key in is identical with the name in your passport, visa and other travel documents. This is important for verification purposes at the check-in and immigration counter.

Airlines do not allow power banks to be checked in. For most airlines, you will be allowed to take it on board as part of your hand luggage. However, you are advised to contact your respective airline to find out more.

Always make sure you prepare the following when planning your journey:

i) A passport that is valid for at least 180 days (6 months) for international flights.

ii) A valid identification card (MyCard) for domestic flights.

iii) A valid flight ticket.

iv) A visa and health requirement document, if they are required. You are advised to check the visa and health requirement documentation with the relevant consulates of the countries you are visiting. You will need to present your visa and health requirement document together with your passport upon check-in.

It’s best not to check-in valuables such as money, jewellery, laptop, and electronic devices. It’s advisable to keep medication with you as well. If you check-in these valuables and for some reason loses it in your checked baggage, airlines are not obligated to compensate you.

Do make good use of the carry-on allowance to keep your valuable items with you on board. To be safe, contact your airline to find out the list of items that you are not allowed to check-in.

You are protected under the EU 261 and can claim compensation in certain circumstances even if you are not an EU citizen. EU 261 is a European law that provides flight compensation. If you are travelling on an European Union (EU) based airline, or if your flight has departed from or arrived at any airport in the EU, you have the right to receive compensation.

Yes, you are entitled to receive compensation for mishandled baggage. In the event of lost, delayed or damaged baggage at your arrival, do remember to lodge a report with the airline immediately at the airport or within 7 days of your arrival. However, it is also advisable to purchase travel insurance as it covers a variety of different circumstances, such as medical expenses reimbursement, personal accident benefit, hospital allowances etc.

If you purchased your ticket via a travel agent and have experienced a flight delay or cancellation, you can submit your complaint to MAVCOM. However, if it’s refund related, then please speak to your travel agent first. If this doesn’t work and you’re still 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.

While you may contact the airline officials by phone or a written communication to file a customer service complaint,-the following information is crucial  when you  make a customer service complaint:

1. Name of the staff
2. Staff ID
3. Date of incident
4. Time of incident
5. General Description of the staff (e.g.: height, gender, hair colour)

You may also provide other information that would help the airline to investigate and address the complaint.

You should key in your name as per your official travel documents, such as your passport, which is usually used for identification purposes at the check-in and immigration counters.

Here’s a guideline:

• Your first name is your given name.
• Your last name is your family name.

For example:

1. Mohammed Faizal bin Mohammed Zaidi

– First Name (given name): Mohammed Faizal bin

– Last Name (family name): Mohammed Zaidi

2. Samantha Fong Mei Chan-

– First Name (give name): Samantha Mei Chan

– Last Name (family name): Fong

3. Vineth Harish

– First Name (given name): Vineth

– Last Name (family name): Harish)

4. Rajvindran a/l supiah samy

– First Name (given name): Rajvindran al

– Last Name (family name): Supiah samy

If you’re still not sure, it’s advisable to contact the airline you are booking with. You are also advised to check with the immigration department of the country that you wish to travel  for further information.

Single ticket from a single airline for your connecting flights:
If you purchase a single ticket for several stopovers and with the same airline, the airline is then obliged to carry you from the first destination to your final destination. This is known as a conjunction ticket, which constitutes a single contract of carriage.

Generally, travellers are required to be fully vaccinated in order to travel.
Fully vaccinated individuals are defined as follows:-

• Individual who has received (2) two doses of Pfizer or AstraZeneca or Sinovac; after the inoculation period of 14 days.
• Individual who has received (1) one dose Johnson & Johnson or Cansino; after the inoculation period of 28 days.

Nevertheless, travellers are allowed to travel for emergency after obtaining written permission (travel permit) from the police. As travel requirements may vary by airline, you are encouraged to contact the airline to understand the travel requirements before purchasing a flight ticket.

Generally, travellers are required to be fully vaccinated and have completed the inoculation period in order to travel.
Fully vaccinated individuals are defined as follows:-

• Individual who has received (2) two doses of Pfizer or AstraZeneca or Sinovac; after the inoculation period of 14 days.
• Individual who has received (1) one dose Johnson & Johnson or Cansino; after the inoculation period of 28 days.

Travellers under the age of 12 who are unvaccinated or are partially vaccinated must be accompanied by a fully-vaccinated parent or guardian. As requirements may change from time to time, we encourage you to get the latest updates from the National Security Council’s and the Ministry of Health’s websites. You are also encouraged to check with the airline before purchasing a flight ticket..

It’s important that you take note of the boarding time on your ticket. Most airlines require passengers to be at the boarding gate 20 minutes BEFORE DEPARTURE. If you arrive later than the stipulated time in your boarding pass, that airline will start to filter baggage as per Annex 17.

Travel restrictions imposed by governments around the world to curb the spread of COVID-19 have led to a significant number of flight cancellations. If your travel plans have been disrupted during this period, check out our guide on Flight Disruptions – COVID-19 FAQs.

No. Airlines must inform passengers between 12 to 48 hours from the original scheduled time of departure, when there’s a planned flight rescheduling of 3 hours or more (before or after the scheduled departure time).

If an airline has decided to discontinue and cancel a flight route, they should have informed you at least 1 month prior to the cessation date of a particular flight. You should be offered the choice of full reimbursement of ticket (inclusive of taxes and fees) within 30 days or rerouting to the intended destination on comparable transportation.

If your flight is rescheduled by at least 3 hours or more from your originally scheduled departure time, you are entitled to a full refund of your ticket within 30 days or the option to travel on another flight at no additional cost.

However, for flights that are rescheduled within 3 hours of the original departure time, any form of compensation or refund shall be subject to the Terms and Conditions of the ticket.

You may receive compensation including meals and accommodation depending on the length of the delay. See our Flight delays and cancellations page for more details, or click here. If your flight was delayed due to weather conditions, the airline is not obliged to pay compensation if it can prove that the delay was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Extraordinary circumstances refer to circumstances that may occur in cases of war, weather conditions incompatible with the operations of the flight concerned, security risks, unexpected flight safety shortcomings and strikes that affect the operation of an airline. For more information, see “Delays” in the Know Your Rights section, or click here.

Yes, the minute your flight number changes, it’s deemed as a flight cancellation. Under the Malaysian Aviation Consumer Protection Code (MACPC) 2016, if your flight is cancelled, you will be entitled to receive compensation from the airline, which may include a full refund or an alternative flight.

As an expectant mother, you are advised to consult with your doctor/physician first to check whether it’s safe for both mother and baby. The airline will usually require a ‘fit to fly’ certificate from your doctor. Generally, expectant mothers are not advised to travel beyond 36 weeks. Whilst airlines may have different policies, it is important to check with your respective airline before you book your tickets.  It’s also important to inform the airline if you have any special needs.  Do inform the airline when you’re making reservations so that the airline can make the necessary arrangements in advance.

Hidden charges such as credit or debit card charges, admin fee and other charges payable to the airline will be included into the base fare.  At the point of payment, the airline should display the breakdown of:

• Base fare (includes all charges payable to the airline)
• Government imposed taxes and fees
• Fees and charges prescribed under any written law
• Fuel surcharge
• Optional services purchased by a consumer on an opt-in basis

 

With the updated Malaysian Aviation Consumer Protection (Amendment) Code 2019, airlines are required to publish the all-inclusive price of the air fare that includes: –

• Base fare (includes all charges payable to the airline)
• Government imposed taxes and fees
• Fees and charges prescribed under any written law
• Fuel surcharge 
•  

For example, if an airline advertises for a flight from Kuala Lumpur to Bali, all-in fare from RM1,000, the fare should include base fare, government imposed taxes and fees, fees and charges prescribed under any written law and fuel surcharge.

Yes, an airline is obliged to disclose the final price of the air fare to be paid before the purchase of a ticket by a consumer. For the purpose of transparency, the airline must itemise and provide the breakdown of the said final price into the following five (5) categories before the consumer proceeds to make the payment:

 

1. the base fare, including all charges payable to the airline     

• • The airline must disclose the base fare, which is an all bundled-in charges payable to the said airline. Such charges include any financial charges such as credit card fee, debit card fee, online payment transaction fee, processing fee, administrative fee, carrier-imposed fee and any other fees and charges that are payable to the airline.

2. any government-imposed taxes and fees

• • All taxes and fees as imposed by any government fall under this category. For example, in Malaysia a consumer will be required to pay for service tax to purchase a flight ticket. 

3. any fees and charges prescribed under any written law

• • In contrast to the government-imposed taxes and fees which fall due to the Government, a written law may compel the collection of a fee or charge by a particular party for purposes as set out in the said law. 

• • The Passenger Service Charges (PSC) which are legislated under the Malaysian Aviation Commission (Aviation Services Charges) Regulations 2016 and the departure levy which is to take effect commencing 1 September 2019 are examples of fees and charges prescribed by written laws in Malaysia. 

• • In India, Passenger Service Fee is collected from embarking passengers pursuant to rule 88 of the Indian Aircraft Rules 1937. The New Zealand Government on the other hand, imposes the International Border Clearance Levy on passengers to recover the costs incurred by its Customs for arrival and departure from New Zealand as decreed by the amendments to the Customs and Excise Act 1996 and Biosecurity Act 1993.

4. fuel surcharge (if any); 

• • Fuel surcharge is a fee that airlines charge to cover the fluctuating cost of the fuel; and

5. charges for optional services purchased by a consumer on an opt-in basis (if any).

• • Such charges are for optional services as may be offered by the airlines that passengers choose to purchase at the time of the ticket booking process on an opt-in basis. Examples of such optional services are insurance, meals/snacks/drinks, check-in baggage charges, sports equipment charges and preferential seating.

• • These charges are for optional services that even if the consumer does not choose to purchase any of services being offered, the consumer may still be able to proceed to conclude payment for the ticket. If the consumer is not able to proceed to make the payment unless one of the options given by the airline is chosen, such charges shall not be categorised under this category, and instead it should be under the base fare category.

Refund of an unused air ticket will depend on the terms and conditions of the airline ticket that was purchased. It’s recommended that you touch base with the airline to know should there’s any refund value on the ticket that you have purchased . In the situation where you did not board the flight, you may request a refund for the Airport Tax within six (6) months after the scheduled date of departure.

If you have purchased a non-refundable ticket and did not board the flight, you are entitled to request a refund of the Passenger Service Charge (PSC), taxes, fees and charges prescribed by any written law in the event where you did not board the flight. 

If you did not board a flight and purchase a refundable ticket, your refund entitlement is subject to the Terms and Conditions of your flight ticket. The refund amount will include Passenger Service Charge (PSC), taxes, fees and charges prescribed by any written law in the event where you did not board the flight. 

Airlines are not allowed to charge any additional administration fee on top of the processing fee specified in the Terms and Conditions of the flight ticket.

Simply put, it’s a service that helps you connect your flights conveniently without the hassle of going through immigration processing or having to collect your baggage when you are taking two different flights to get to your final destination.