

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
Airport Facilities
What are the facilities available at airports in Malaysia?
Air Fares
Is the airline obliged to show the full price of the fare including taxes and charges when I am purchasing a ticket?
Assisted Travels
What arrangements should be provided by an airline or airport for a person with disabilities?
I am a passenger who needs a wheelchair. Do I need to pay extra if I request for a wheelchair service?
What are the facilities available for persons with disability?
B
Baggage
My baggage was delayed upon arrival. Can I receive compensation?
My baggage was lost/damaged/delayed. Can I receive compensation?
What is the time limit for making a claim on baggage-related matters?
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 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.
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 – 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.
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 a ‘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 has items removed for security reasons
g. baggage that is 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?
C
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 are 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 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.
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.
I have purchased a codeshare ticket for my flight from Kuala Lumpur to London. In the event of a cancelled or rescheduled flight, how can I submit a refund request for a codeshare flight?
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 flight delay, mishandled baggage (which encompasses delayed, damaged, or lost baggage), or if you are denied from boarding the plane, it is recommended that you contact the operating airline responsible for the specific sector of your travel.
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. 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.
It is advisable to find out more from the respective airline that you are travelling with. Most European airlines have a dedicated EU261 page that 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?
Complaints
What kind of complaints can be submitted to the Malaysian Aviation Commission (MAVCOM)?
How do I lodge a complaint with MAVCOM?
Does the Malaysian Aviation Consumer Protection Code 2016 (MACPC) apply to both domestic and international air travel as well as foreign airlines?
Once submitted, how can I follow-up on the status of my complaint?
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?
Can I lodge a complaint against a foreign airline?
What is the time limit for me to submit my complaint?
Can I make a complaint after my flight or when I return to my home country?
I purchased my air ticket via a travel agent, can I still submit my complaint to MAVCOM?
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:
- Name of the staff
- Staff ID
- Date of incident
- Time of incident
- 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:
- Mohammed Faizal bin Mohammed Zaidi
– First Name (given name): Mohammed Faizal bin
– Last Name (family name): Mohammed Zaidi
- Samantha Fong Mei Chan-
– First Name (give name): Samantha Mei Chan
– Last Name (family name): Fong
- Vineth Harish
– First Name (given name): Vineth
– Last Name (family name): Harish)
- 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 ?
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 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.
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.
COVID-19
How can I protect myself when I am travelling during the pandemic?
If you are required to travel during this time, we have prepared some tips for you to stay safe. Check out our guide on Travel Advice for Travellers during the COVID-19 Outbreak.
Am I allowed to travel if I am not vaccinated or have only received my first dose of vaccine?
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.
Can I travel if I have received my second vaccination but have yet to complete the inoculation period?
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.
Can children under the age of 12 travel if they are not vaccinated or are only partially vaccinated?
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..
D
Damages
Will I be reimbursed for damages to my mobility equipment?
Denied Boarding
What are my rights if I am denied boarding?
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?
E
Electronic Cigarettes
It’s challenging to go without a smoke for a long period of time. Can I carry an electronic cigarette onboard?
F
Flight Cancellations
What are my rights if my flight is cancelled?
What are my rights if my flight is cancelled due to the COVID-19 outbreak?
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.
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?
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.
Airline rescheduled / changed my flight to a new departure time. Am I entitled to a refund?
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.
Flight Delays
What are my rights if my flight is delayed?
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?
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?
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?
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 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 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
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 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.
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:
- 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.
- 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.
- 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.
- fuel surcharge (if any);
-
- Fuel surcharge is a fee that airlines charge to cover the fluctuating cost of the fuel; and
- 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?
I would like to cancel my air ticket. Can I get a refund?
I have submitted a claim to the airline for a refund. How long will it take to receive my refund?
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?
Special Drawing Rights
What are Special Drawing Rights?
T
Terms & Conditions
What are the terms and conditions that should be disclosed to me when purchasing a flight?
- 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.
Travel Insurances
Can an airline include travel insurance as a default selection when selling tickets?
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?
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)?
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