Yes. All airlines are required to show you the full price of the ticket before you make your purchase. This includes the base fare (all charges payable to the airline), Taxes and fees imposed by the Government , fees and charges prescribed under any written law, fuel surcharge, optional services purchased by a consumer on an opt-in basis and other fees and charges as determined by the Commission to be imposed on consumers by airlines. (e.g., carbon fee). Airlines are not allowed to increase the price of a ticket after you’ve purchased it.

Yes. If your bags did not arrive on the same flight that you were on, you may claim up to 1,288 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 IMF’s official page. 

It is important to note that claims are limited to necessary items, such as toiletries and clothing, purchased due to the delayed baggage. Claims should also be reasonable in relation to the length of the delay. Be sure to keep receipts or proof of the value of these items to validate your claim.

If your baggage was damaged or delayed, you must make a baggage report with your airline as soon as possible. For damaged baggage, the report must be made on arrival or within 7 days of receiving your bags. For delayed baggage, the report must be made on arrival or within 21 days of receiving your bags. However, you are encouraged to file a written complaint on arrival.

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

First – Contact the airline representative at the airport as soon as possible. If you are unable to do so, it’s crucial for you to make a report with the airline within 21 days of your arrival.

Second – The report is known as a Property Irregularity Report (PIR). Do request a copy from the airline for your records.

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 is damaged, make sure you follow these steps:

First – Contact the airline representative at the airport as soon as possible. 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 – The report is known as a Property Irregularity Report (PIR). Do request a copy from the airline for your records.

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

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.

Generally, you should prepare the following travel documents before your journey:

• A passport that is valid for at least 180 days (6 months) for international flights.
• A valid identification card (MyCard) for domestic flights.
• A valid flight ticket.
• A visa and health requirement document, if required. You are advised to confirm the requirements with the relevant consulates of the countries you plan to visit.

If you are unsure about the required travel documents, please check with the airline before your travel date. It is your responsibility to ensure that you have all the necessary travel documents before you travel.

It’s best not to check in valuables such as money, jewellery, laptops, and electronic devices. It’s also advisable to keep essential medication with you. If you check in these valuables and they are lost or damaged in your checked baggage, airlines are not obligated to reimburse you.

It is also advisable to keep your valuables, such as money and jewellery, with you when you are onboard. To be safe, contact your airline to find out the list of items that you are not allowed to check in.

A codeshare service is a commercial agreement between two or more airlines whereby an air ticket can be purchased with either one of the airlines. This means that flight tickets can be marketed and sold by one airline (Airline A – Marketing Airline) and operated by another airline (Airline B – Operating Airline).

For example, you purchased a ticket from Malaysia Airlines for a trip from Kuala Lumpur to London with a transit in Doha. In this case, Malaysia Airlines would be the operating airline for the first sector of your journey, which is from Kuala Lumpur to Doha. However, from Doha to London, Qatar Airways would be the operating airline for your travel. 

In the event that your flight from Doha to London is cancelled or rescheduled, you should submit your refund request to Malaysia Airlines who sold the ticket to you as they are the marketing airline for your travel. This includes any refund-related enquiries or issues related to frequent flyer redemption.

On the other hand, if you encounter issues such as mishandled baggage (which encompasses delayed, damaged, or lost baggage), you have the option to file a report with either the operating airline or the contracting airline.

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.

If your baggage is delayed or damaged upon arrival, you must lodge a report with the airline immediately at the airport. If this is not possible, the report must be made within 7 days of your arrival for damaged baggage and within 21 days for delayed baggage.

Airlines provide compensation for mishandled baggage, but it is subject to a limit of liability and may not cover the full value of your items. It is advisable to purchase travel insurance to help cover additional losses beyond the airline’s liability. It is also important to validate your claim with proof of receipts to substantiate it.

e 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 their response or if they fail to respond within 30 days, you can submit a complaint to CAAM through the online complaint web form here.

Yes, as long as the complaint relates to the foreign airline’s operations in Malaysia.

You must submit a complaint to CAAM within 2 years  from the date of the incident.

Yes, as long as the complaint is submitted within 2 years from the date of the incident.

However, consumers are encouraged to lodge a complaint with airlines as soon as they encounter a flight disruption to ensure timely resolution.

Yes, if you purchased your ticket via a travel agent and experienced a flight delay or cancellation, you can submit your complaint to CAAM. However, for refund-related issues, you should first contact your travel agent. If the issue remains unresolved and you are not satisfied with the resolution, you may escalate your complaint to the Ministry of Tourism, Arts and Culture Malaysia (MOTAC).

While you may contact the airline by phone or a written communication to file a a 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 (given 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 to for further information.

Money not refunded to the consumer must be submitted by the airline to the Registrar of Unclaimed Moneys. Consumers can claim their unrefunded money by contacting the Registrar of Unclaimed Moneys directly.

Yes, if your mobility equipment or assistive device is damaged or lost during a flight, you are entitled to compensation based on the prevailing market price of your mobility equipment or devices. For more information, see “Damage to mobility equipment” in the Know Your Rights section, or click here.

In cases of overbooking, airlines must inform you at the check-in counter or departure gate if you are being denied boarding due to insufficient seats. Airlines cannot deny you boarding once you have already boarded the aircraft. In such cases, you are entitled to a refund of the full cost of the ticket (inclusive of taxes and fees) in the original mode of payment within 30 days or rerouting to your destination under comparable transport conditions. If rerouting is chosen, the airline must provide meals, phone calls, internet access, and, if necessary, hotel accommodation and transport between the hotel and airport. For more information, see “Denied Boarding” in the Know Your Rights section, or click here.

It’s important to adhere to the boarding time stated on your ticket. Most airlines require passengers to be at the boarding gate at least 20 minutes before departure.

If you arrive later than the stipulated time in your boarding pass, airlines may initiate the process 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.

If your flight is cancelled, you have the right to choose for a full ticket refund of the full cost of the ticket (inclusive of taxes and fees) in the original mode of payment within 30 days or rerouting with comparable transport conditions at no additional cost.

Airlines are also required to remove all cancelled flights from booking platforms, including online and offline travel agents, to prevent consumers from purchasing tickets for unavailable flights.

If your flight is cancelled due to extraordinary circumstances, such as severe weather or air traffic control restrictions, the airline must first offer you a refund of the full cost of the ticket, inclusive of taxes and fees, in the original mode of payment within 30 days. Airlines may also provide alternative refund options, such as travel vouchers or credit shells. However, you have the right to decide which refund method you prefer.

For changes to flights of 3 hours or more (whether before or after the Scheduled Time of Departure or STD), airlines must inform consumers as soon as practicable or at least 24 hours before the STD.

Effective January 2025, airlines must notify consumers of any changes to the STD at least 2 weeks in advance, except in cases involving extraordinary circumstances or unavoidable technical problems.

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 three hours or more (whether before or after the Scheduled Time of Departure or STD), you are entitled to rerouting to your final destination on comparable transportation. Alternatively, if you decide not to continue your journey, you can request a full refund of the ticket cost, inclusive of taxes and fees, which must be processed within 30 days.

The airline is required to notify you of the rescheduling as soon as practicable or at least 24 hours before the STD.

Starting January 2025, airlines will also be required to notify consumers of any changes to the STD at least 2 weeks in advance, except in cases involving extraordinary circumstances or unavoidable technical problems.

For flight delays of 2 hours or more, you are entitled to meals, phone calls, and internet access.

For flight delays of 5 hours or more, you are entitled to meals, phone calls, internet access, hotel accommodation (if an overnight stay becomes necessary), and transport between the hotel and the airport (if necessary).

If you decide not to continue your journey, you are entitled to a refund of the full cost of the ticket, inclusive of taxes and fees, in the original mode of payment, within 30 days.

For more information, see “Delays and Cancellations” in the Know Your Rights section, or click here.

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.

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)
• Taxes and fees imposed by the Government
• Fees and charges prescribed under any written law
• Fuel surcharge
• Optional services purchased by a consumer on an opt-in basis
• Other fees and charges as determined by the Commission (e.g., Carbon Fee)

This ensures that consumers are fully informed of the total amount payable before the ticket is issued, avoiding any hidden charges.

Airlines are required to display the all-inclusive price of the air fare at the point of advertisement. This includes:

• Base fare (includes all charges payable to the airline)
• Taxes and fees imposed by the Government
• Fees and charges prescribed under any written law
• Fuel surcharge 
• Other fees and charges as determined by the Commission (for example, Carbon Fee)

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, taxes and fees imposed by the Government, fees and charges prescribed under any written law, fuel surcharge and other fees and charges as determined by the Commission (for example, Carbon Fee).

Yes, airlines are required to disclose the final price of the airfare to ensure transparency for consumers. For the purpose of transparency, the airline must itemise and provide the breakdown of the total fare into the following categories before the consumer proceeds to make the payment:

1. The base fare, including all charges payable to the airline
   • This includes 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 payable to the airline.
2. Taxes and fees imposed by the Government
   • These include any taxes and fees required by the government. For example, in Malaysia, this may include service tax applied to flight ticket purchases.
3. 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 effective from 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 costs incurred by its Customs for arrival and departure from New Zealand as decreed by amendments to the Customs and Excise Act 1996 and Biosecurity Act 1993.
4. Fuel surcharge
   • Fuel surcharge is a fee that airlines charge to cover the fluctuating cost of the fuel.
5. Charges for optional services purchased by a consumer on an opt-in basis (if any)
   • Charges for optional services selected by consumers during the booking process, such as insurance, meals, check-in baggage, sports equipment, or seat selection. These charges are voluntary, and consumers must still be able to complete the ticket purchase without selecting any optional services.
6. Other fees and charges as determined by the Commission (for example, Carbon Fee)

A refund depends on the terms and conditions of your ticket.

However, you are entitled to a refund of mandatory charges such as Passenger Service Charges (PSC), taxes, fees and charges imposed by the Government or prescribed by any written law, fuel surcharges, and other fees and charges determined by the airline (e.g., Carbon Fee). Refunds must be remitted within 30 days in the original mode of payment.

This entitlement applies to both refundable and non-refundable flight tickets.

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 of mandatory charges such as Passenger Service Charges (PSC), taxes, fees and charges imposed by the Government or prescribed by any written law, fuel surcharges, and other fees and charges determined by the airline (e.g., Carbon Fee). Refunds must be remitted within 30 days in the original mode of payment.

This entitlement applies to both refundable and non-refundable flight tickets.

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 is submitted via a travel agent, the airline will refund the travel agent within 30 days if the ticket is purchased from a travel agent.

If you have purchased a non-refundable ticket and did not board the flight, you are entitled to request a refund of mandatory charges such as Passenger Service Charges (PSC), taxes, fees and charges imposed by the Government or prescribed by any written law, fuel surcharges, and other fees and charges determined by the airline (e.g., Carbon Fee). Refunds must be remitted within 30 days in the original mode of payment.

This entitlement applies to both refundable and non-refundable flight tickets.

If you have purchased a refundable ticket and did not board the flight, your refund entitlement is subject to the Terms and Conditions of your flight ticket. The refund amount will include mandatory charges such as Passenger Service Charges (PSC), taxes, fees and charges imposed by the Government or prescribed by any written law, fuel surcharges, and other fees and charges determined by the airline (e.g., Carbon Fee). Refunds must be remitted within 30 days in the original mode of payment.

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.

Airlines must clearly display the following key terms and conditions before you purchase a ticket:

• Cancellation fees
• Refunds and rebooking policies
• Baggage allowance policies
• No-show policies (Consumer not turning up for a booked flight at the airport)
• Validity of consumer’s travel documents

This requirement is also applicable to tickets purchased through travel agents. If you cannot find one or more of these details, contact your airline for clarification.

For more information, see “Terms & Conditions” in the Know Your Rights section, or click here.

No. Airlines must not automatically include any additional services, such as travel insurance, when you purchase your ticket. You should always be informed of such services and given the option to opt-in only if you choose to.

No, you cannot claim compensation from both the airline and the insurance company simultaneously. You may submit claims to both parties, but compensation will depend on the outcome of their respective investigations and reviews.

If the compensation offered by one party is insufficient to cover your losses, you may approach the other party to claim the balance, subject to the terms and conditions of your insurance policy and the findings of the investigation.

Both airlines and insurance providers have mechanisms in place to identify duplicate claims, and double claiming will not be permitted for mishandled baggage. Nevertheless, purchasing travel insurance is encouraged, as it may cover other unforeseen circumstances, such as medical issues when traveling abroad.

Even if travel insurance has not been purchased, travellers are still protected under the Malaysian Aviation Consumer Protection Code (MACPC). Airlines are responsible for upholding your rights and providing the necessary care and assistance as outlined in the MACPC, regardless of whether travel insurance was purchased.