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This section covers some of the most frequently-asked questions we receive, in alphabetical order based on the question topic. However, if you have a question that isn’t covered here, or need some additional clarification, you can fill in a contact form here

You can also find more information in our Know Your Rights section

This section covers some of the most frequently-asked questions we receive, in alphabetical order based on the question topic. However, if you have a question that isn’t covered here, or need some additional clarification, you can fill in a contact form here

You can also find more information in our Know Your Rights section

A

Air Fares

Is the airline obliged to show the full price of the fare including taxes and charges when I am purchasing a ticket?
Yes. All airlines are required by law to show you the full price of the ticket before you make your purchase. This includes the fare as well as all applicable taxes, charges, surcharges and fees which are unavoidable and foreseeable at the time of publication. Airlines cannot raise the price of your ticket after you’ve purchased it. The only exception is if a new government tax or fee comes into effect after your purchase date.

Assisted Travels

What arrangements should be provided by an airline or airport for a person with disabilities?
The airport and airline should provide assistance from the moment the person arrives at the airport until they exit the airport at their destination. This includes (but is not limited to) assistance with check-in baggage, boarding and leaving the aircraft, and reaching your connecting flight. Most Malaysian airports have ramps, elevators and restrooms that cater to the needs of persons with disabilities. For more information, see Assisted Travel in the Know Your Rights section, or click here.
I am a passenger who needs a wheelchair. Do I need to pay extra if I request for a wheelchair service?
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.
What are the facilities available for persons with disability?
Most airports in Malaysia have ramps, elevators and restrooms that cater to the needs of persons with disabilities. For more information, see “Assisted Travel” in the Know Your Rights section, or click here.

B

Baggage

My baggage was delayed upon arrival. Can I receive compensation?
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.
My baggage was lost/damaged/delayed. Can I receive compensation?
Yes, if the conditions are met and the claims are substantiated with receipts or proof of value and submitted within the stipulated time.
What is the time limit for making a claim on baggage-related matters?
If your baggage was lost, damaged or delayed, submit a written complaint to your airline as soon as possible. In the case of damaged baggage, make your claim on arrival or within 7 days of receiving your bags. In the case of delayed baggage, make your claim on arrival or within 21 days of receiving your bags.
My checked baggage is delayed. What steps do I take to report it?
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 in a hurry, it’s important you make the report within 7 days of your arrival.
Second – When you make the report, make sure it’s a ‘Property Irregularity Report’ (PIR). Request a copy of the report from the airline.
Third – Follow up with the airline and make sure you share the PIR when you contact them. This is compulsory so that the airline can investigate further and process your claim.
My checked baggage arrived damaged. What steps do I take to report it?
If your checked baggage ends up damaged after your flight, make sure you follow these steps:
First –Immediately contact the airline representative at the airport. If you are in a hurry, it’s important you make the report within 7 days of your arrival.
Second – When you make the report, make sure it’s a ‘Property Irregularity Report’ (PIR). Request a copy of the report from the airline.
Third – Follow up with the airline and make sure you share the PIR when you contact them. This is compulsory so that the airline can investigate further and process your claim.
I have been asked to make a baggage report. What is it exactly?

Once you realise that your luggage that was checked-in is damaged, lost or delayed, you are immediately required to make a baggage report at the airport.

The baggage report is commonly known as a ‘Property Irregularity Report’ (PIR). If the baggage that you have checked-in is damaged, lost or delayed, it’s the PIR that’s going to help the airline track the status of your case.

The PIR consists of your address, telephone number, and a description of the damaged, lost and delayed baggage. Additionally, it’s important to have the following on hand:
1. Keep your receipts or any proof that highlights the value of your items in your baggage. This is important to validate your claims.
2. Take a photo of your baggage and its contents before you check in. If it ends up lost, damaged or delayed, it will be easier for the airline to trace it.
3. Keep a copy of the PIR and make sure you share the PIR when you contact the airline. This will assist the airline to investigate further or process the claim.

My checked baggage has a Limited Release Tag (LRT). What is this tag and what does it mean?

The Limited Release Tag (LRT) is a special type of tag that is attached to any baggage the airline labels as ‘non-standard piece’. This includes the following types of baggage:
a. oversized
b. fragile
c. perishables
d. unsuitably packed
e. damaged at check-in
f. baggage that have items removed for security reasons
g. baggage that are checked-in late

Do note that the airline will not compensate for your damaged baggage if it has a LRT.

I have a hand carry luggage. What is the weight allowance for this?

Generally, the maximum weight allowed is 7kg and maximum dimensions of the hand carry baggage should not exceed ’56cm X 36cm X 23cm for all local airlines. You may carry one personal item (e.g.: laptop, handbag) in addition to the 7kg allowance. However, it is advisable to check with your respective airline before the travel date for further information as the airline’s policy may differ from time to time.

Booking Details

If I have an alias or a second name, which do I use when booking?
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.

C

Flight Cancellations

What are my rights if my flight is cancelled?
If your flight is cancelled, you have the right to a full ticket refund or alternate flight at no additional cost. If your flight was cancelled due to weather conditions, the airline is not obliged to pay compensation if it can prove that the cancellation 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 that interfere with the operations of the flight concerned, security risks, unexpected flight safety shortcomings and strikes that affect the operation of an airline.
My flight has been cancelled. The insurance company has requested a verification letter from the airline to prove my claim. How long does it take for the airline to provide a verification letter?

Airlines must provide a verification letter within 7 working days for consumers affected by a flight cancellation or delay of 30 minutes or more upon request.

Flight Changes

I was informed by the airline that my flight has been rescheduled and I will be flying in another 10 hours. Does the airline fulfill the obligation to notify the passengers under the MACPC?
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).
I was notified by the airline that the flight I booked one month ago has been discontinued. What will be my next option?

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. 

Check-in

I’m carrying a power bank. Can I check this in?

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.

Check-in Documents

I’m never sure whether I have all the documents that is needed for my flight. Can I confirm documents that are compulsory for check-in?

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

i) A passport that is valid 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.

Check-in Items

I need to know what items are not allowed to be checked-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.

Code Shares

Is the airline required to reveal the identity of the operating airline in the case of a codeshare service?
Yes. All airlines must inform you of the operating airline’s identity, either while you’re making a ticket purchase or as soon as the flight is deemed as a codeshare flight. For more information, see “Code Share” in the Know Your Rights section, or click here.

Compensation

Can I claim compensation for a flight delay or cancellation when I’m travelling from London?

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. As long as 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.

It is advisable to find out more from the respective airline that you are travelling with. Most European airlines have a dedicated EU261 page which lists the compensation policy and online claim form where you can submit your claim details.

I have not purchased travel insurance. Am I still entitled to receive compensation for mishandled baggage?
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.

Complaints

What kind of complaints can be submitted to the Malaysian Aviation Commission (MAVCOM)?
MAVCOM will accept complaints relating to any aviation services in Malaysia except for matters relating to safety and security. Feel free to contact MAVCOM if your complaint is about any airline or airport service occurring in Malaysia.
How do I lodge a complaint with MAVCOM?
We recommend that you contact the relevant airline or airport first to give them the opportunity to resolve the issue within 30 days. However, if you are not satisfied with the airline’s or airport’s response, submit a complaint to MAVCOM through the online form.
Does the Malaysian Aviation Consumer Protection Code 2016 (MACPC) apply to both domestic and international air travel as well as foreign airlines?
Yes. The MACPC applies to incidents occurring in Malaysia, to any domestic or international flights operated by local or foreign carriers.
Once submitted, how can I follow-up on the status of my complaint?
You will receive an acknowledgement email with your case reference number after submitting your complaint. Keep this reference number to check on the status of your complaint via the Flysmart’s Check Status page. Airlines and airports have up to 30 days to provide a resolution to consumers.
I have already submitted a complaint to the airline/airport. Can I reach out to MAVCOM if I am not satisfied with the resolution provided?
Yes. MAVCOM will review the matter further. Submit your complaint and the airline’s or airport’s response to MAVCOM via Flysmart’s online form here.
Can I lodge a complaint against a foreign airline?
Yes, as long as the complaint relates to the foreign airline’s operations in Malaysia.
What is the time limit for me to submit my complaint?
You must submit a complaint to MAVCOM within 12 months from the date of the incident.
Can I make a complaint after my flight or when I return to my home country?
Yes, as long as the complaint is submitted within 12 months from the date of the incident.
I purchased my air ticket via a travel agent, can I still submit my complaint to MAVCOM?
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.
What information do I need to provide when I make a customer service complaint?

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.

How do I key in my First Name and Last Name when booking a ticket on the website?

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

  1. Samantha Fong Mei Chan-

– First Name (give name): Samantha Mei Chan

– Last Name (family name): Fong

  1. Vineth Harish

– First Name (given name): Vineth

– Last Name (family name): Harish)

  1. 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.

Connecting Flights

What is the difference between purchasing my ticket for connecting flights as a single ticket from a single airline or two separate tickets from two separate airlines ?
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.
If your flights are delayed or cancelled, you are protected and the airline is obliged to arrange the next alternate flight for you, at no extra charge.

 

Two separate tickets from two separate airlines for your connecting flights:
If you purchase separate tickets with separate airlines and if your flights are delayed or cancelled, the airline will not arrange alternate flights for you. In essence, you will not have the same protection under the conjunction ticket as there are separate contracts of carriage with this option.
Example:
You have purchased two separate tickets. You will be flying from Kuala Lumpur to Dubai with Airline A and Dubai to London with Airline B.
If there was a flight delay with Airline A resulting in you missing the flight with Airline B, Airline A is not obliged to compensate your ticket with Airline B. Airline A is only obliged to arrange an alternate flight from Kuala Lumpur to Dubai.

 

If you don’t have an option and have to purchase separate tickets, you should consider these guiding points:
i) Buffer in more time between your flights – If your earlier flight is delayed, this will possibly minimise disruptions to your travel plans.
ii) Take into account customs and immigration clearance before you board your next flight. You might have to pick up your checked luggage, clear immigration and customs, then check-in your luggage again for your next flight.
You may even want to consider spending the night at a stopover destination and book your onward flight for the next day.
iii) Purchase travel insurance – Some policies do cover misconnecting flights. If you miss your connecting flight, you can purchase a new ticket and later submit your claims to the insurance company. Note that insurance companies will not assist you to purchase another ticket upfront.

D

Flight Delays

What are my rights if my flight is delayed?
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.
My flight has been delayed. The insurance company has requested a verification letter from the airline to prove my claim. How long does it take for the airline to provide a verification letter?
Airlines must provide a verification letter within 7 working days for consumers affected by a flight cancellation or delay of 30 minutes or more upon request.

Damages

Will I be reimbursed for damages to my mobility equipment?
Yes, if your mobility equipment is damaged or lost during a flight, you are entitled to compensation based on the prevailing market price of your mobility equipment. For more information, see “Damages” in the Know Your Rights section, or click here.

Denied Boarding

What are my rights if I am denied boarding?
The airline should offer you meals, accommodation, and full ticket refunds or alternate flights. For more information, see “Denied Boarding” in the Know Your Rights section, or click here.
I was late to the boarding gate and was not allowed to board the plane. The plane has not left yet, so why was I not allowed to board?
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.
This is where airlines ensure that the only baggage loaded onto an aircraft is that belonging to passengers who have actually boarded the aircraft. Hence, the airline does have the right to stop you from boarding the plane.

E

Electronic Cigarettes

It’s challenging to go without a smoke for a long period of time. Can I carry an electronic cigarette onboard?
Smoking in any form, including electronic cigarettes is prohibited on all commercial flights. You are not allowed to check-in electronic cigarettes, however, it can be carried in the cabin baggage.

F

Airport Facilities

What are the facilities available at airports in Malaysia?
Airports in Malaysia provide numerous facilities, including comprehensive facilities for persons with disabilities. For a complete list of facilities at KLIA or any of the Malaysian airports, visit the Malaysia Airports and / or KLIA and KLIA2 websites.

M

Merging of flights

I was notified that the airline made a decision to merge my flight with another flight. Is this regarded as a flight cancellation?
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.

O

Out-of-sequence

I purchased a return flight ticket to Singapore from Kuala Lumpur. However, I decided to carpool with my friends to Singapore and utilise the return flight to Kuala Lumpur. When I turned up for my return flight, the airline informed me that my ticket had been cancelled entirely as I didn’t take the first flight to Singapore and it was deemed “out-of-sequence”. What should I do?
This is a standard practice by most airlines, requiring passengers to travel according to the flight itinerary booked. If the sectors are not flown in sequence, this may result in the ticket as a whole losing its validity. As such, passengers are encouraged to immediately notify the airline in advance if they do not plan to utilise any of the sectors (commonly referred to as “no show”) and make the necessary arrangements with the airline, depending on the fare type and conditions attached to the ticket. For more information, see “Denied Boarding” in the Know Your Rights section, or click here.

P

Pregnant

Can I travel on an airline if I’m pregnant?

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  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.

Price Disclosure

I am about to pay for my flight ticket. How do I know there are no more hidden charges and the fare I see is the final fare?

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 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

I always get attracted by the fare published in an advertisement. How do I know that the fare shown is the final fare?

With the updated Malaysian Aviation Consumer Protection (Amendment) Code 2019, airlines are required to publish 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.

Is an airline obliged to disclose the final price of the air fare to be paid before the purchase of a ticket by a consumer?

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.
  1. 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. 
  1. 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 Boarder 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.
  1. fuel surcharge (if any); 
    • Fuel surcharge is a fee that airlines charge to cover the fluctuating cost of the fuel; and
  1. 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.

R

Refunds

Can I obtain a refund if I choose to cancel the trip in the event a delay occurs?
A refund depends on the terms and conditions of your ticket.
I would like to cancel my air ticket. Can I get a refund?
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.
I have submitted a claim to the airline for a refund. How long will it take to receive my refund?
You will receive the refund within 30 days counting from the date of the claim for refunds has been made from the airline. If the claim submitted via a travel agent, the airline will refund the travel agent within 30 days if the ticket is purchased from a travel agent. You are advised to make your own arrangement with your travel agent.
I have a non-refundable ticket. Does this mean I am not entitled to receive a refund?

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. 

I have a refundable ticket. Does this mean I am entitled for a full refund?

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.

S

Services

What is a Fly-Thru Service and how does it work?
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.

 

AirAsia offers a Fly-Thru service and imposes a fee if such a service is required at the airport.

 

If you opt not to proceed with the Fly-Thru Service, you would need to give yourself ample time before your next connecting flight. Without this service, you will have to collect your baggage and go through the immigration screening again.

Special Drawing Rights

What are Special Drawing Rights?
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 the IMF’s official page.

T

Terms & Conditions

What are the terms and conditions that should be disclosed to me when purchasing a flight?
Your airline should show you all of the following before you purchase your ticket:
  • terms and conditions applied to the fare type;
  • refund and rebooking policies, if any;
  • baggage allowance policies;
  • government taxes and fees;
  • fees and charges imposed by the Commission;
  • other fees and charges;
  • contact details of airline; and
  • any other information necessary to apprise you of the conditions and the total price of the ticket purchased.
If you are not able to find one or more of these, contact your airline to clarify the matter. For more information, see “Terms & Conditions” in the Know Your Rights section, or click here.

Travel Insurances

Can an airline include travel insurance as a default selection when selling tickets?
No. Airlines should not automatically add on any additional services to your fare. You should always be told about any such services and be given the chance to “opt-in” only if you choose to. If you are not able to find one or more of these, contact your airline to clarify the matter.
I have purchased travel insurance from an external insurance company and my baggage was lost/damaged/delayed. Can I receive compensation from both the airline and insurance company?
No, you will not be allowed to simultaneously claim from both the airline and insurance company. In this case, you may submit the claims to the airline and insurance provider and depending on the outcome of their investigation and review, you may obtain a claim from one or the other party. If the compensation offered to you by either party is insufficient to cover your losses, you may engage with the other party to claim the additional losses, subject to the terms and conditions of your policy and the outcome of the investigation and review. In any event, the airline and insurance provider have a mechanism in place to ascertain whether a claim has been made with either party. Whilst double claiming will not be allowed in the case of mishandled baggage, the purchase of travel insurance is encouraged as it covers other unforeseen circumstances such as medical issues when abroad.
I did not opt in to purchase travel insurance when buying my flight ticket, am I still covered under the Malaysian Aviation Consumer Protection Code (MACPC)?
Even if travel insurance has not been purchased, travellers are still protected under the Malaysian Aviation Consumer Protection Code (MACPC). Airlines are still responsible for ensuring that travellers receive necessary compensation under the MACPC regardless of whether they had purchased a travel insurance or not.
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