Malaysia Airlines MH Australia Clue Card Effective 01 January 2021

MALAYSIA AIRLINES (MH) GUIDELINES
1. AIRFARE TERMS AND CONDITIONS

a) Reissue Policy and Procedures page 2
b) Penalty Fees page 3
c) General Terms and Conditions page 3-4
d) Fuel Surcharges and Taxes Page 4-5
2. RESERVATION PROCEDURES
a) Passenger Name Guideline page 6-7
b) Name Correction Policy and Procedures page 7-8
c) Adding Infant To Existing Adult Booking page 8
d) Group Booking Procedures page 8
e) Special Handling Procedures
i. Unaccompanied Minor (UMNR) / Young Passenger Travelling Alone (YPTA) page 9
ii. Elderly Passengers page 9
iii. Wheelchair Passenger page 9
iv. Extra Seat for Passenger Comfort (EXST) page 9
v. Extra Seat for Carriage of Articles (CBBG) page 10
vi. Expectant Mother page 10
vii. Passengers with Reduced Mobility page 10
viii. Medical Case Handling Procedures page 11-12
f) Baggage Policy page 13-18
3. ANCILLIARY SERVICES
a) Excess / Extra Baggage Charges page 19
b) Golden Lounge Access page 19
c) MH Upgrade Bidding page 20
d) Advance Seat Request Policy and Procedures page 21
e) Neighbour Free Seats (NFS) page 22
f) Economy Class Pre-Order Meals (EYPOML) page 22
4. GDS BOOKING POLICY

a) Unwanted Segments and Waitlists Bookings page 23
b) Inactive Segment page 23
c) Fictitious / Test Bookings / Tickets page 23
d) Duplicate Bookings page 24
e) Churning for more than 5 times per booking page 24
f) Passive Segments page 24
g) Forced Reservations page 24
h) Breaking Married Segments page 24
i) Policy Violations page 25-26
j) CIP Violations page 26
k) Ticketing Errors page 26
l) Flow of process for ADM page 26
m) Amendment page 26
5. MH TICKET FARE CONDITIONS page 26
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Please note that policies and procedures are subject to change without notice Version 17 | 24 December 2020
IMPORTANT CONTACTS
FOR URGENT MATTER PLEASE CALL 13 26 27
RESERVATIONS & TICKETING gccc.ticketing@malaysiaairlines.com
REFUNDS gccc.refund@malaysiaairlines.com
AUSTRALIA LOCAL AGENCY SALES SUPPORT mh.salessupport@malaysiaairlines.com
GROUP QUOTES anz.groups@malaysiaairlines.com
KLIA LOST AND FOUND lost&found@malaysiaairports.com.my
MISHANDLED BAGGAGE mhlbag@malaysiaairlines.com
REPORTED MISSING BAGGAGE TRACKER https://www.malaysiaairlines.com/au/en/plan-your-trip.html
MEDICAL CLEARANCE meda@malaysiaairlines.com
CUSTOMER COMPLAINTS/FEEDBACK/CONFIRMATION LETTER https://mhselfservice.malaysiaairlines.com/user/#/home
ENRICH MEMBERSHIP & QUERIES enrich@malaysiaairlines.com
REISSUE POLICY AND PROCEDURES

CHANGES / REVALIDATION:
Most restrictive fare conditions will apply to combined fares, refer to CRS for penalty rules
CHANGES
Date change / reroute may be permitted. Reissues must be to equal or higher fares. Tax Code: OC
Agent can revalidate e-ticket in house for flight number, date or time change that do not require ADCOL.
For tickets involving interline sectors, the ticket must be reissued
REVALIDATION MH does not accept manual entry of ticket number, refrain from adding TKNM into the PNR
All changeable tickets can be reissued with applicable penalties up to one year from original issuance date.
Active PNR is not required to keep ticket number active.
REROUTING AND REBOOKING POLICY:

1. When routing, transit, stopovers or booking class remains unchanged:
PRIOR TO DEPARTURES
i. Re-price from point of origin based on the current fare and current taxes
Rebooking / Rerouting
ii. Collect any applicable fees as per changing fare component.
(Totally unused ticket)
2. When routing, transit, stopovers or booking class requires change:
Apply current fares and
current taxes i. Re-price using current fare and current taxes
ii. Collect fare/tax difference and all applicable fees as per changing fare component.
1. When routing, transit, stopovers or booking class remains unchanged:
AFTER DEPARTURE:
i. Re-price from point of origin based on the historical fare and current taxes
Rebooking/Rerouting
ii. Collect any applicable fees as per changing fare component.
(Partially used ticket)
2. When routing, transit, stopovers or booking class requires change:
Apply Historical fare and
Current Taxes i. Re-price using historical fare and current taxes
ii. Collect fare/tax difference and all applicable fees as per changing fare component.
i. YQ/YR is non-refundable where fares are non-refundable except for any unused government and
airport taxes. 5% admin fee will be collected for tax only refunds.
Where applicable, child pays ADT penalty. Infant pays 10% of ADT penalty.
CANCELLATIONS / REFUNDS ii. Refund if any will be reassessed at the applicable fare for the entire journey travelled plus
cancellation fee will apply.
iii. If ticket sectors not utilized beyond gateway point KUL, ticket fare should be raised to KUL fare
level if fare on ticket is lower.
In case of no show, charge no show fee as above plus applicable change fee and collect any fare difference
to the next available flight.
NO SHOW
For ticket cancellation, no show fee plus applicable cancellation fees will apply.
Ticket forfeited if passenger no show at boarding gate.
 Ensure all fare conditions are met. ADM will be issued for any ticket that does not meet fare conditions
 Tickets must not be reissued to a lower fare
 Reissue must be within the same fare brand. Reissue from Published fare to Private fare is NOT permitted.
 The new fare must be of equal or higher fare value
 Combined fare, at any time, the most restrictive fare conditions will apply
 Rebooking/Rerouting from MH market fares to IATA full published fares or vice versa not permitted
 The original ticket issue date governs the re-price (e.g. 12 month validity you should be able to reissue the ticket within that 12
month period)
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PENALTY FEES (HORIZONTAL FARE FILING)

LITE FARE BASIC FARE FLEX FARE
PENALTIES *LG1YAU *BX1YAU *FL1YAU
First time FOC.
Changes – Anytime No changes permitted Changes permitted FOC.
Subsequent AUD150 per change.
Reroute No reroute permitted Rerouting permitted at AUD150 Rerouting permitted FOC
Upsell NO upsell permitted Reissue FOC permitted if rebooked to a higher cabin
Go Show No Go Show permitted Go show permitted
Cancellations/Refund –
Permitted at AUD350 fee Permitted at AUD200 fee Permitted FOC
Anytime
Charge AUD200 for no show Charge AUD200 for no show
For ticket reissuance/changes:
Rebooking/changes not
Charge no show fee plus change fee (if any) and fare difference to be
permitted in case of no show
No Show collected
For ticket cancellations:
No show fee plus cancellation fee (if any) to be collected.
Ticket forfeited if pax no show at boarding gate.
PENALTY FEES (VERTICAL FARE FILING)

CHANGES / REISSUES CANCELLATIONS / REFUNDS
NO SHOW FEES
BOOKING CLASS DATE CHANGE / REROUTE (unused tickets)
Tax Code: OD
Permitted at a penalty charge of Permitted at a penalty charges of
F FOC FOC AUD 500
A FOC FOC AUD 500
P AUD 200 AUD 300 AUD 500
J FOC FOC AUD 500
C/D FOC AUD 300 AUD 500
ANYTIME D2 / D3 FOC AUD 300 AUD 500
Z AUD 400 *Non-refundable AUD 500
Y FOC FOC AUD 200
B/H FOC AUD 150 AUD 200
K/M/L/V AUD 70 AUD 300 AUD 200
S/N AUD 150 *Non-refundable AUD 300
Q/O AUD 250 *Non-refundable AUD 390
Local service charge may apply. Child pays ADT penalty fees. INF pays 10% of ADT penalty fees.
An admin/ticketing fee of AUD75 applies if date change/reissue is made through MH.
GENERAL TERMS AND CONDITIONS

For TTL to be extended, you may email mh.salessupport@malaysiaairlines.com and advise your reason.
NIL guarantee, subject to flight load.
TTL on PNR vs Fare Deadline:

Please ensure that you refer to the fare conditions for fare expiry as TTL for TKNE generated in GDS
does not necessarily coincide with fare expiry deadline.
TICKETING TIME LIMIT
Observe the EARLIER auto ticketing time limit set by both Malaysia Airlines and other carrier in your
PNR or fare expiry date whichever comes sooner.
EXPIRED FARE:
MH is unable to give authority for backdating ticket once fare has expired. Kindly refer to GDS and re-
price based on current fare.
Australia BSP stock commission effective 01 January 2021;
 Any ticket with travel originating outside of Australia (“SOTO”, Sold Outside Ticket Outside)
are non-commissionable (0%).
 Any ticket issued for travel originating from and sold in Australia is 4% commission.
COMMISSION
 YQ is commissionable.
 Any ticket issued separately for domestic Malaysia or KUL to SIN/BWN are non-
commissionable.
This is applicable to all fare types and fare basis ticketed.
From higher yield to lower yield, class conversion is not permitted.
CLASS CONVERSION
From Lower yield to higher yield, please email mh.salessupport@malaysiaairlines.com
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STPC Malaysia Airlines no longer provide STPC.
HALF RETURN COMBINATION AND OPEN-JAW PERMITTED WITHIN THE SAME FARE TYPE / FARE
BRAND ^ ONLY (as below);
^ Wholesale fares can only be combined within the wholesale fares e.g. ***TO**AU
^ VFR fares can only be combined within VFR fares e.g. ***VF**AU
COMBINATIONS
^ Published fares can only be combined with published fares/ and tactical published fares.
NOTE:
Private fares including Wholesale and Corporate fares cannot be combined with published fares.
Most restrictive conditions will apply.
CHILD / INFANT DISCOUNTS Please refer to specific fare type / fare brand as per your CRS or fare sheets.
Unaccompanied children 5 to 11 years old charge 100 percent of the fare.

Permitted on MH operated services only and at no more than 6 hours of transit. Local fees may apply.
Unaccompanied child under 5 years of age will not be accepted for carriage.
UNACCOMPANIED MINOR
Note:
Unaccompanied minor is not permitted on any MH Wholesale fares.
Refer to Special Handling Procedures for more details.
Applicable taxes and surcharges must be collected in addition to the airfare.
SOTO surcharges and Weekend surcharges may apply. Please check with your CRS.
SURCHARGES Malaysia Airlines airfare excludes fuel surcharge based on Point of Origin (POO) and Origin &
Destination (O&D) except Point of Origin Japan and Philippines – for more details, please refer to fuel
surcharge (YQ) table on the next page.
“Enrich" frequent flyer points are awarded. Enrich mile upgrades permitted.
FREQUENT FLYER For enquiries, email enrich@malaysiaairlines.com
Please refer to Enrich page for more details.
AUD75 ticketing fee (OB tax code) applies when ticketing transaction performed via Malaysia Airlines
MH TICKETING FEE
Call Centre and Ticket Offices.
E-ticket coupons MUST be used in sequence.
OUTBOUND NO SHOW / We do not have the function to suspend e-ticket coupons.
SEQUENCE: Please be advised that e-tickets coupons must be used in sequence and for any re-routing, e-ticket must
be reissued with normal fare conditions will apply.
ABOVE TERMS AND CONDITIONS MAY BE DIFFERENT TO TACTICAL FARES.

REFER TO SPECIFIC TACTICAL FARE SHEET OR YOUR CRS FOR DETAILS.
MH FUEL SURCHARGE TAX (YQ)
Effective 01st November 2018, Malaysia Airlines (MH) fuel surcharge tax (YQ) on all MH services based on Point of Origin (POO) and Origin
& Destination (O&D) except Point of Origin Japan and Philippines.
The fuel surcharge tax (YQ) will be applied on: -

 All MH Operated flights.
 All MH Marketed flights (codeshare services).
 The current fuel surcharge (YQ) on MASwings flights remain unchanged.
The fuel surcharge tax will be filed separately and shown in the ticket Taxes/Fees/Charges field with tax code `YQ’.
POO WORLDWIDE (USD)

FIRST & BUSINESS ECONOMY
ORIGIN AND DESTINATIONS
CLASS CLASS
Australia & New Zealand to UK/Europe USD 24 USD 16
Australia & New Zealand to Malaysia
USD 12 USD 8
South East Asia to/from Australia & New Zealand
South East Asia to Malaysia
USD 4 USD 2
South East Asia to/from South East Asia
Middle East & South Asia Sub-Continent to Malaysia
USD 6 USD 4
South East Asia to/from Middle East & South Asia Sub-Continent
North Asia & Greater China to Malaysia
USD 8 USD 6
South East Asia to/from North Asia & Greater China
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South East Asia to UK/Europe USD 12 USD 8
Middle East & South Asia Sub-Continent to/from North Asia & Greater China USD 14 USD 10
Middle East & South Asia Sub-Continent to/from Australia & New Zealand
USD 18 USD 12
Middle East & South Asia Sub-Continent to UK/Europe
North Asia & Greater China to/from Australia & New Zealand
USD 20 USD 14
North Asia & Greater China to UK/Europe
POO MALAYSIA (MYR)

FIRST & BUSINESS ECONOMY
REGION
CLASS CLASS
Malaysia to Domestic MYR 16 MYR 8
Malaysia to ASEAN MYR 16 MYR 8
Malaysia to Middle East & South Asia MYR 24 MYR 16
Malaysia to North Asia & Greater China MYR 32 MYR 24
Malaysia to Australia & New Zealand & Europe MYR 48 MYR 32
Applications:
1. Based on Point of Origin (POO) and Origin & Destination (O&D) on all MH Services outside POO JP and PH.
2. On all fares types and tickets.
Please note:
1. The YQ tax amount above is by one way at Origin & Destination (O&D) level.
2. POO UK/ Europe no change as YQ remains filed in GBP.
3. POO from Japan and Philippines, the YQ surcharge is NOT applicable.
4. Infant tickets are exempted for this surcharge as per current policy.
5. YQ tax is commissionable.
For any enquiries or clarification related to the above, please email direct to ANZ Sales Support team at: mh.salessupport@malaysiaairlines.com
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Malaysia Airlines strongly recommend to ensure name in the booking match as shown
in the passport including middle names and title.
PASSENGER NAME GUIDELINE:
1. Malaysian Passport Name Convention on Ticket

i. Name on the ticket must follow the sequence of the name appeared on the Passport.
ii. To add Bin/Binti/Anak in the First Name field if exist in Passport.
iii. However, for cases where passenger request to add or drop the Bin/Binti/Anak from the ticket, staff/travel agent may
proceed adding or dropping the patronym once for free of charge. This will be solely on passenger’s accountability and
MH will not bear any consequences faced at immigration.
ETHNIC PASSPORT NAME LAST NAME FIRST NAME
AHMAD FALIQ BIN HAMEDI AHMAD FALIQ BIN HAMEDI
MALAY
SAFIYYA ALIAA BINTI ABU BAKAR SAFIYYA ALIAA BINTI ABU BAKAR
VINCENT TAN MING BAN VINCENT TAN MING BAN
CHINESE
FOO MEI MEI FOO MEI MEI
VASUTHEVAN THAMBIRAN VASUTHEVAN THAMBIRAN
INDIAN
SNEHA SUNDARAM SNEHA SUNDARAM
ISAIAH ANAK JIEE ISAIAH ANAK JIEE
OTHERS
ANGELINA ANAK KAWAU ANGELINA ANAK KAWAU
2. Name Exceeding 59 Characters’ Limitation

i. First Name may be replaced with initials.
ii. Full name of the passenger must be indicated in the PNR under OSI element as printed on the passport.
PUTRA MUHAMMAD ANIQ MOKHTAR SHAH BIN PUTRA MUHAMMAD YAQZAN
NAME ON THE PASSPORT
AKHBAR SHAH
LAST NAME PUTRA MUHAMMAD ANIQ MOKHTAR SHAH
FIRST NAME BIN PUTRA MUHAMMAD YAQZAN AKHBAR SHAH
USE OF FIRST NAME’S INITIAL BPMYAS
NAME ON TICKET PUTRA MUHAMMAD ANIQ MOKHTAR SHAH/BPMYAS
3. Adult with Infant Name Exceeding 59 Characters
ADULT NAME PUTRA MUHAMMAD ANIQ MOKHTAR SHAH BIN PUTRA MUHAMMAD YAQZAN
ON THE PASSPORT AKHBAR SHAH
LAST NAME PUTRA MUHAMMAD ANIQ MOKHTAR SHAH
FIRST NAME BIN PUTRA MUHAMMAD YAQZAN AKHBAR SHAH
INFANT NAME ON THE PUTRI MARYAM ULYAA ZINNIRAH BINTI PUTRA MUHAMMAD ANIQ MOKHTAR
PASSPORT SHAH
LAST NAME PUTRI MARYAM ULYAA ZINNIRAH
FIRST NAME BINTI PUTRA MUHAMMAD ANIQ MOKHTAR SHAH
a) Guideline;
i. Indicate Infant’s Last Name in full and apply use of initials on First Name.
ii. Should the total combined name still exceed the character limitation after applying option (i), apply Last
Name in full and initials of the First Name of the associate adult.
iii. Should the total combined name still exceed the character limitation after applying option (i) and (ii), omit the
spaces between passenger’s name.
iv. Should the total combined name still exceed the character limitation after applying option (i), (ii) and (iii),
omit the salutation.
v. Should the total combined name still exceed the character limitation after applying option (i), (ii), (iii) and (iv),
apply use of initial to the following last part of the Infant’s Last Name.
vi. Infant and Adult’s Full name (if above options are applied) must be indicated in the PNR under OSI element as
printed on the passport.
4. Single Name
a) If the passenger name consists of only a single name without specification of Last or First Name below format should
apply.
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Example no last name specified passenger: Example no first name specified passenger:
NAME ON THE PASSPORT SUSANTI NAME ON THE PASSPORT ANDRE
LAST NAME - LAST NAME ANDRE
FIRST NAME SUSANTI FIRST NAME -
NAME ON TICKET SUSANTI/MS NAME ON TICKET ANDRE/MR
Hyphenated or Double Words Last Name - Omit the hyphen or space

NAME ON THE PASSPORT DAN STUART-DINSDALE NAME ON THE PASSPORT BEATA LAMON DEGERINE
LAST NAME STUARTDINSDALE LAST NAME LAMON DEGERINE
FIRST NAME DAN FIRST NAME BEATA
NAME ON TICKET STUARTDINSDALE/DAN NAME ON TICKET LAMONDEGERINE/BEATA
Single Letter Last Name
i. Double the single letter of the last Name
ii. Name on the passport (Y Moana) must be indicated under OSI element in the PNR.
NAME ON THE PASSPORT Y MOANA
LAST NAME Y
FIRST NAME MOANA
NAME ON TICKET YY/MOANA
NAME CORRECTION POLICY AND PROCEDURES
Name change from one person to another person is strictly not permitted.
Only one-time name correction is permitted before or after ticket issuance.

All request must be accompanied with a pdf copy of passport.
NAME CORRECTION FOR 1-3 CHARACTERS:

1. Allowed before ticket issuance FOC
2. Allowed after ticket issuance with a name correction fee of MYR50 or equivalent to current BSR amount in other local currencies.
3. Name title amendment after ticket issuance allowed FOC.
Name correction is allowed for;
i. One (1) character in the Last Name
ii. Maximum TWO (2) characters in the First Name
Which would total up to a maximum of three (3) characters (1+2)
NAME CORRECTION FOR ABOVE 3 CHARACTERS OR OTHER THAN 1+2 CHARACTERS:

1. Allowed before ticket issuance FOC
2. Allowed after ticket issuance with a name correction fee of MYR150 or equivalent to current BSR amount in other local
currencies.
3. Name title amendment after ticket issuance allowed FOC.
Procedures:
a) Travel agent then to contact MH Call Centre 13 26 27 or email gccc.ticketing@malaysiaairlines.com for name correction request.
b) Name correction is to be made in the secondary PNR by MH Call Centre.
c) After amendment made, Travel Agent & GDS helpdesk will then amend accordingly in their Primary PNR to ensure name is
synchronized.
d) Agent to reissue the tickets and collect applicable name change fee with a tax code “OC” to be inserted in the tax box.
NOTE:
i. Above name correction and name change policy and procedure applicable to MH operated flights and MH documents (232) only,
for tickets on other airlines including codeshare flights must contact MH Call Centre at 13 26 27 or email
gccc.ticketing@malaysiaairlines.com
ii. All SSR items i.e. Seat/Meal which are segment and name related must be re-protected by Travel Agent, as they are
segment/flight related
iii. If EMD-A for any other ancillary or seat exist, then the EMD-A needs to be reissued against the corrected name with NOADC (No
additional charge).
iv. Should ticket reissuance is required/necessary for name correction due not in accordance to sequence in the passport, it will be at
NO charge at any time.
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Examples;
Name correction in Last Name:
 FONG to FUNG – one (1) character at a fee of MYR50 or equivalent to current BSR amount in other local currencies.
 LI to LEE - more one (1) character at fee of MYR150 or equivalent to current BSR amount in other local currencies.
Two or more characters in First Name (exclude Title);
 ALIYA to ALEEYA - Max two (2) characters at a fee of MYR50 or equivalent to current BSR amount in other local currencies.
 AMINAH/KARIMMRS to AMINAH/ABKARIMDATIN – Max two (2) characters at a fee of MYR50 or equivalent to current BSR
amount in other local currencies.
Note: name title change at no fee
 ALIYA to ALEEYAH – More than two (2) characters at a fee of MYR150 or equivalent to current BSR amount in other local
currencies.
ADDING INFANT TO AN EXISTING ADULT BOOKINGS
Below reservation procedure to be adhered to when adding infants to an existing adult booking:
1. PROCEDURE - Agent to insert infant name in the name field followed by SSRINFT info
2. FARE FOR INFANT - If there is a current fare at time of adding the infant in the same RBD as existing adult booking then the fare
will be 10% of that current fare.
Note:
If the fare in the original ticketed booking class of the existing adult no longer exists the fare to be collected for the infant is 10%
of the applicable current fare, providing it is the same or higher booking class.
3. Then, agent to issue the INF ticket.
PLEASE NOTE THAT TRAVEL AGENTS ARE STRICTLY NOT ALLOWED TO CREATE FICTITIOUS BOOKINGS TO ENABLE INFANTS TICKETS TO BE
ISSUED.
If passengers checks-in with an infant’s ticket in an incorrect booking class new ticket will be issued by MH at 10% of the Y fare plus
reissue fee of AUD75.00 and passengers will be charged accordingly.
For further information, please do not hesitate to contact Malaysia Airlines’ Agency Desk on the following contact details:
Phone: 13 26 27
Ticketing enquiries please email: gccc.ticketing@malaysiaairlines.com
GROUP BOOKINGS PROCEDURES
1. Agent will need to email anz.groups@malaysiaairlines.com with the following details;

2. Agent and Agency Name
3. Name of the group
4. Contact details e.g. email address and phone numbers
5. Number of passengers
6. Flight numbers, sectors, departure dates and time
Example;
MH 140 Y 10SEP 1 SYDKUL 2210 0500+1
MH 740 Y 11SEP M KULRGN 0915 1025
MH 741 Y 25SEP 1 RGNKUL 1130 1550
MH 133 Y 11JUN M KULAKL 2345 1000+1
Please note that our team will respond to your request within 24 to 48 hours on business days excluding weekends and public holidays.
IMPORTANT:
a) ALL passengers to travel outbound together
b) Minimum group size - 10 adults for Economy Class and 5 adults for Business Class
c) Group bookings are applicable for Malaysia Airlines (MH) operated flights only. Code-share flights and Interline carriers are not
permitted.
d) Deposits details will be advised at time of booking
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SPECIAL HANDLING PROCEDURES

An Unaccompanied Minor “UMNR” is a child who has reached the 5th but not the 12th birthday and is not
accompanied by his/her parents, guardians or a passenger aged 18 years or more in the same cabin class. Also
known as Young Passenger Travelling Alone (YPTA).
i. Special handling regulations and reservations procedures apply to the carriage of UMNR who have
UNACCOMPANIED
not reached their 12th birthday.
MINOR (UMNR) /
ii. Unaccompanied Young Passenger (YPTA) assistance is only available from Kuala Lumpur International
YOUNG PASSENGER
Airport.
TRAVELLING ALONE
iii. You may request a UMNR or YPTA service 48 hours prior to your departure by contacting our Call
(YPTA)
Centre on 13 26 27 or email gccc.ticketing@malaysiaairlines.com.
iv. Children Between 12 and Below 15 Years of Age - They can be accepted to travel alone and the option
for UMNR service will not be extended to the child.
Please note, there are charges for this service.
Elderly passenger is a passenger “at the later part of life, the period of life after youth and middle age” who is
not accompanied by any family member and requires assistance.
i. If an elderly passenger might not be fit for the journey, a MAB MEDIF- 70500 should be raised for
clearance by MAB appointed Medical Services Department.
ii. Please email gccc.ticketing@malaysiaairlines.com to request the form.
ELDERLY PASSENGERS
iii. Elderly passengers, who need a wheelchair due to their age or walk too slowly, are not regarded as
incapacitated. They are however not to be seated at emergency row seats.
iv. Meet and assist (MAAS) will be initiated by Reservations requesting Airport Operations staff at
boarding and disembarking stations to accord the necessary assistance to passengers for whatever
reasons been requested.
Wheelchair passengers may be accepted for travel without prior medical clearance from MAB, where the
medical condition limiting his walking ability, but the disease is inert or unprogressive and therefore he needs
no more than normal in-flight assistance.
Types of Wheelchair:
TYPE DESCRIPTIONS
The passenger can ascend/descent steps and makes his/her
own way to/from a cabin seat. A wheelchair is required to
WCHR – Wheelchair ‘R’ for Ramp
cover the distance to/from the aircraft, e.g. across, ramp,
finger dock or to a mobile lounge.
The passenger, although, can occupy a seat, is completely
WCHC – Wheelchair ‘C’ for Cabin immobile. A wheelchair is required to/from the aircraft or
seat mobile lounge and the passenger must be carried up/down
steps and to/from cabin seat. It may not be medical cases.
WHEELCHAIR The passenger cannot ascend/descent steps but is able to
PASSENGER make his/her own way to the cabin seat. A wheelchair is
WCHS– Wheelchair ‘S’ for Steps required to cover the distance to/from the aircraft or
mobile lounge, but the passenger must be carried up/down
steps.
In order to ensure safe, convenient, orderly and timely embarkation and disembarkation of all our PRM
passenger, the following conditions shall be applied:
a) Wheelchair request must be made through Call Centre via 13 26 27 and/or email via
gccc.ticketing@malaysiaairlines.com at least 48 hours prior to departure.
b) For countries that have specific and/or applicable regulatory requirements governing the handling of
PRM in general, the local of the country shall apply and supersede any part of the policy if contradict
such law.
c) For passenger who does not meet the requirement, the request will be declined.
d) Subject to case to case basis, Station Heads may exercise their judgement and discretion for any
deviation from the above guideline without breaching on item (c) above.
i. Booking for passenger and extra seat must be created by MH under same PNR and ticketing to be
done via MH ticketing.
ii. Passenger will be charged as per the applicable class/sector booked.
iii. For Extra seat will be charged as per the applicable class/sector booked. However, only the year-
EXTRA SEAT FOR round market fares are to be applied. Promotional fares are excluded.
PASSENGER COMFORT iv. Booking for passenger and the extra seat will be on the same RBD and in one PNR.
(EXST) v. Taxes and surcharges will not be collected for the extra seat. However ST 6% is to be collected where
applicable for Malaysia domestic sector(s) which is calculated against the total Base fare amount on
the ticket
vi. Passenger is entitled for additional Free Baggage Allowance (FBA) for the extra seat purchased.
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Purchasing extra seat for Cabin Seat Baggage (CBBG)
i. Cabin Seat Baggage is baggage or fragile item not usually suitable for loading in the aircraft hold
ii. Carriage of musical instruments in the cabin must be placed strictly on the floor of the window seat,
for this purpose, each passenger can purchase only 01 additional seats.
iii. Maximum weight and dimension should be 75kgs/ 150 cm x 45 cm x 60 cm (H x W x L)
iv. Booking must be created by MH under same PNR for both seats and ticketing to be done via MH
EXTRA SEAT FOR CABIN Ticketing.
SEAT BAGGAGE (CBBG) Applicable fares –
i. Passenger will be charged as per the applicable class/sector booked
ii. The extra seat (CBBG) will be charged as per the applicable class/sector booked. However, only the
year-round market fares are to be applied, promo fares are excluded.
iii. Taxes and surcharges will not be collected for the extra seat. However ST 6% is to be collected where
applicable for Malaysia domestic sector(s) which is calculated against the total Base fare amount on
the ticket.
Expectant mothers are not regarded as Incapacitated Passengers and are normally accepted for travel without
medical clearance unless there is any uncertainty of progress of pregnancy, time of confinement or expected
complications in delivery.
General Conditions:
The travelling expectant mothers must consult their doctor or gynecologist ahead of travelling time. This is to
ensure that they are safe to travel by air, with due consideration i.e. the possibility of turbulence, cabin
pressurization which will significantly increase the risk of their safety.
The expectant mother in a normal pregnancy from 29th week up to 36th week or in multiple or complicated
pregnancy from 29th week up to 32nd week, must produce a Medical certificate signed by her doctor. This
certificate must state number of weeks of pregnancy, expectant date of confinement/delivery – EDC/EDD – on
the date of travel, also her fitness for air travel.
An Expectant mother can be accepted for travel on MH Domestic & International journeys, provided the
following conditions must be observed: -
i. Release and Indemnity Form (R&I) is required for all expectant mothers during check-in.
EXPECTANT MOTHER
ii. In normal pregnancy up to 28th weeks a medical clearance is not required.
iii. In normal single pregnancy from 29th week up to end of 36th week and a doctor’s letter from their
respective doctor or gynecologist is required.
iv. In multiple or complicated pregnancy from 29th week up to end of 32nd week and a doctor’s letter of
their respective doctor or gynecologist is required.
v. For normal single pregnancy for Domestic/International travel, MH does not accept any pregnancy
cases after 36th weeks to travel on their flight.
vi. For complicated or multiple pregnancies for Domestic/International travel, MH does not accept any
pregnancy cases after 32nd weeks to travel on their flight.
Passenger must observe the following:
i. The Immigration laws of the countries they are visiting if allow for visits during pregnancy.
ii. If travel involving other airlines, a different policy may apply, passenger must liaise with the airlines of
their requirement.
iii. MH recommended post-delivery mother and baby to avoid air travel up to 07 days after delivery.
iv. All expectant mothers and mothers with new-born babies are not to be seated on the exit rows in the
aircraft.
Malaysia Airlines remains committed in providing quality facilities and services to our valued passengers
including passengers with reduced mobility who require wheelchair services and other types of assistance.
To ensure safe, convenient, orderly and timely embarkation of our passengers with reduced mobility, we have
PASSENGERS WITH enhanced our current operational procedures and policies on wheelchair requests as follows;
REDUCED MOBILITY Effective 31 March 2018, wheelchair requests must be made through our Global Customer Contact Centre
and/or appointed travel agents, at least 48 hours prior to departure.
Some passengers with mobility impairments may require medical clearance before flying.
For more information, please contact 13 26 27 or email gccc.ticketing@malaysiaairlines.com
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MEDICAL CASE HANDLING PROCEDURES
WHEN IS AIR TRAVEL NOT RECOMMENDED?
Travel by air is not recommended in the following cases:

i. Infants less than 39 weeks minimum.
ii. Women:
a. After 32 weeks of pregnancy for those with multiple or complicated pregnancies for international and domestic flights.
b. After 36 weeks of pregnancy for those with normal pregnancy for international and domestic flights.
c. Until seven days after normal delivery. (Post-caesarian section surgery – a letter from attending doctor is required
indicating fit to fly).
iii. Those suffering from:
a. Angina pectoris or chest pain at rest.
b. Serious or acute infectious disease.
c. Decompression sickness after diving.
d. Increased intracranial pressure due to hemorrhage, trauma or infection.
e. Infections of the sinuses or infections of the ear and nose, particularly if the Eustachian tube is blocked.
f. Skull fracture, if the sinuses are involved.
g. Recent myocardial infarction and stroke (time period depending on severity of illness and duration of travel).
h. Recent surgery or injury where trapped air or gas may be present, especially abdominal trauma and gastrointestinal
surgery, crania-facial and ocular injuries, brain operations, eye operations and penetrating injuries of the eyeball.
i. Severe chronic respiratory disease, breathlessness at rest, or unresolved pneumothorax.
j. Psychotic illness, except when fully controlled with medication.
MEDICAL CLEARANCE:
Medical clearance is required to assess an individual's fitness to fly. Passengers requiring medical clearance are those who may;
 be suffering from acute or chronic diseases that need supplemental oxygen or medical equipment on board aircraft (acute
asthmatics)
 be flying after an illness or operation and may aggravate their condition due to the flight environment
 be travelling with their own medical equipment such as oxygen supply, infusion pumps and suction apparatus
 be considered a potential hazard to the safety of the aircraft, other passengers or crew members
 Expectant mothers approaching 36 weeks (international or domestic flights) for normal pregnancy or 32 weeks for multiple or
complicated pregnancy (international or domestic flights)
 Elderly passengers (not accompanied by any family member)
 Infants in incubators
 Newborn babies within the first 7 days of birth or premature birth
 Passengers on stretchers
 Passengers suffering from infectious or post-infectious disease such as leprosy or pulmonary tuberculosis
 Passengers with allergies such as food or peanut allergies.
Malaysia Airlines reserves the right to refuse to carry passengers with conditions where adverse effects or hazard may result during the
flight. When a cabin crew suspects that a passenger may be ill, the Commander of the aircraft will be informed and a decision will be taken
on whether the passenger is fit to travel.
If medical clearance is required, the MEDIF application form should be completed by your attending doctor and submitted to Malaysia
Airlines via meda@malaysiaairlines.com or email mh.salessupport@malaysiaairlines.com for a copy of the MEDIF Form.
A MEDIF is ONLY valid for 20 days once Medical Clearance is obtained and approved from airline Medical examiner before the commence of
first travel. A further MEDIF must be submitted for approval if initial MEDIF validity exceeds the 20 days. Passengers must be warned that
they will be refused carriage if, on arrival at the airport, they are found to be unfit for travel.
Medical clearance for stretcher booking must be submitted at least ten working days before departure while non-stretcher medical
clearance must be submitted at least seven working days before.
PEANUT ALLERGIES:
Malaysia Airlines appreciates the challenges faced by passengers who suffer from allergic reactions to peanuts or certain type of food.
Malaysia Airlines is unable to guarantee a food allergy or peanut-free environment in its aircrafts or airport lounges.
However, Malaysia Airlines will put in place arrangements to minimize the risk of passengers who are allergic to peanuts or certain type of
food suffering an allergic reaction while onboard Malaysia Airlines flights provided advanced written notification has been received by
Malaysia Airlines. Specifically, all passengers who are allergic to peanuts or certain type of food are required to submit a 'Release Form' at
least three (3) working days before their flight departure. ‘Release Form’ can be obtained by emailing gccc.ticketing@malaysiaairlines.com
11
STRETCHER SERVICES
Malaysia Airlines offers stretcher services within Malaysia and on international routes to passengers who must travel in a reclined position,
because of a medical condition or injury. These passengers can be accommodated with stretcher services only in the economy class cabin.
Effective 1 September 2018, Before making a stretcher service booking, please do the following:
 Fill up Medical Information Form (MEDIF) – email mh.salessupport@malaysiaairlines.com for a copy
 Send the completed MEDIF to Malaysia Airlines via gccc.ticketing@malaysiaairlines.com, at least 10 working days before the
intended flight.
The MEDA Desk team will contact you to quote the applicable stretcher fare, confirm whether you can be accepted for travel and book your
tickets.
Acceptance of passengers on stretchers is subject to flight and stretcher availability, as well as approval from Malaysia Airlines’ medical
services. A passenger who travels with a stretcher must be accompanied by a medical escort unless exemption has been obtained from
Malaysia Airlines’ medical services.
Passengers on stretchers will have to make their own arrangements for ambulance transfers, at both the departing and arrival airport and
for any medical equipment required for use on board. Authorization from Malaysia Airlines’ technical services is required for use of any
medical equipment onboard.
DIABETICS
If you are diabetic, you are advised to have additional supplies of insulin or tablet medication, spare needles or syringes readily available in
your hand baggage in case of breakages or delays en-route. For that, you will need to have a doctor’s authorization to confirm you are
insulin dependent.
As diets for diabetics vary considerably, please inform us at least a day in advance of your meal requirements.
ASSISTANCE FOR INCAPACITATED PASSENGERS:

Incapacitated passengers are those who, because of their medical, physical or mental condition require individual attention which is not
normally provided to other passengers. This attention may be required on embarking, disembarking, in-flight, in an emergency evacuation
and/or during ground handling.
Some incapacitated passengers may have permanent but stable disabilities, e.g. arthritis, deafness, blindness, or paralysis of all or part of
the body. Others may have temporary disabilities such as recent surgery, broken limbs, or recent illness which requires them to be on a
stretcher or wheelchair.
Not all incapacitated passengers require medical clearance before being accepted for travel. However, passengers with the following
incapacities and/or disabilities must be subject to medical clearance by our Medical Services Department before being accepted for travel:
 Those suffering from any disease believed to be actively contagious and communicable.
 Those who, because of certain diseases or incapacitations, may have or may develop unusual behaviour or physical conditions
which could have an adverse effect on the welfare and comfort of other passengers and/or crew members.
 Those who can be considered to be a potential hazard to the safety or punctuality of the flight including possible diversion and
unscheduled landing.
 Those who would require medical attention and/or special equipment to maintain their health during the flight.
 Those who may have their medical condition aggravated during or because of the flight.
If medical clearance is required, the MEDIF application form should be completed by your attending doctor and submitted to Malaysia
Airlines through our ticketing offices or travel agents at least five working days before the intended date of travel.
12
MH BAGGAGE POLICY
CARRY-ON BAGGAGE:
To ensure that the cabin overhead compartments are not excessively full and for the safety, comfort and convenience of everyone on
board, please ensure that you comply with our cabin baggage set of rules and allowances.
CLASS OF TRAVEL NUMBER OF PIECES ALLOWED MAXIMUM WEIGHT

First Class 2 pcs 14 kg (31 lbs) in total
Business Class 2 pcs 14 kg (31 lbs) in total
Economy Class 1 pc 7 kg (15lbs)
Note:
 The cabin baggage allowance for Enrich Platinum and Gold / oneworld Emerald and Sapphire members remains as per their
ticketed class of travel.
 Each piece MUST not exceed the following dimension - 56cm height / 36cm length / 23cm width
 In addition to the cabin baggage, passengers may carry additional items onboard free of charge. See next page for lists.
CHECKED BAGGAGE:
The additional free baggage allowance applies to checked baggage only.
For further details, please refer to our website on https://www.malaysiaairlines.com/au/en/plan-your-trip.html
CLASS OF TRAVEL FREE BAGGAGE ALLOWANCE

First Class 50 kg
Business Class 40 kg
Economy Class Refer (Free Baggage Allowance) FBA chart below
HORIZONTAL FARE FILING EX AUSTRALIA INTERNATIONAL ROUTES (EXCEPT FOR JEDDAH AND MADINAH SECTORS)
LITE FARE BASIC FARE FLEX FARE
*LG1YAU *BX1YAU *FL1YAU
BOOKING CLASS: Q / N / S / V / L / M / K / H / B / Y
0 KG 20 KG 35 KG
EX AUSTRALIA TO JEDDAH AND MADINAH

Fare Brand Promo Basic Smart Flex Redemption Groups
Booking Class O/Q N/S V/L/M/K H/B/Y X G
Free Baggage Allowance
20 KG 25 KG 30 KG 35 KG 20 KG 30 KG
(FBA)
No limit on pieces but MUST be within the maximum total of above weight and linear dimension not exceeding 158cm (62 inch)
Please note:
 All Economy Class tickets issued prior to 8th April 2019, will remain with the 30KG free checked baggage allowance entitlement as
stipulated in the ticket.
 The new free checked baggage allowance as shown above chart will be applied to any Economy Class ticket exchange/reissuance
done from 8th April 2019.
 Combination of Domestic and International Travel (one way or return) on Economy Class in the same tickets – the new
international FBA as above will apply
 Domestic and International Travel (one way or return) on Economy Class with connecting time more than 24 hours on separate
tickets – Domestic FBA will follow Horizontal Fare Family (HFF) below and International FBA as above matrix.
 If both sectors are on different airline (e.g. LHR-KUL on BA and KUL-LGK on MH), the Most Significant Carrier (MSC) baggage policy
applies.
13
DOMESTIC MALAYSIA FREE BAGGAGE ALLOWANCE (FBA) AS PER HORIZONTAL FARE FAMILY (HFF)
Malaysia Airlines introduced new Horizontal Fare Family (HFF) on Domestic Sectors effective 08 April 2019. This in line with the current
market demand where passengers will have the flexibility and options based on their preferences and travel needs.
The new HFF consists of Economy Lite, Economy Basic and Economy Flexi, which will replace the current Fare Family brand of MH Economy
Domestic, known as MH Promo, MH Basic, MH Smart and MH Flex. There are no changes made to the current Domestic Business Class Fare
Family except on the fare basis code.
The attributes/complimentary ancillary will vary depending on the selected fare brand – refer to summary table below for your reference.
Domestic Sectors
(Peninsular, Within Sabah and Sarawak and Crossings (Sabah & Sarawak to Peninsular v.v)
Economy Cabin Business Cabin
Fare Brand
Lite (LG) Basic (BX) Flexi (FL) Business (BL)
Booking Class Y, B, H, K, M, L, V, S, N, Q, O J, C, D, Z
xLG1YMY xBX1YMY xFL1YMY xBL1YMY
Fare Basis Code
xLGOWMY xBXOWMY xFLOWMY xBLOWMY
Free Baggage Allowance - 20 KG 25 KG 40 KG
Complimentary
 Cabin baggage up to  Cabin baggage up to  Cabin baggage up to
7kg 7kg 7kg
 Snacks & Beverages  Snacks & Beverages  Snacks & Beverages
 No checked baggage  Checked baggage  Checked baggage 25kg
 No Enrich Miles 20kg  Enrich Miles Upgrade
Upgrade  Enrich Miles  Free Seat Selection
 No Free Seat Upgrade
Selection  No Free Seat
Horizontal Fare Family Selection
Attributes Fare Conditions No Changes
 No Child Discount  10% Child Discount  15% Child Discount
 Rebooking not  Rebooking: MYR100  Rebooking possible with
allowed fee + fare difference no fee plus fare
 Refund not allowed  Refund not allowed difference
 No Go Show on  No Go Show on  Refund at MYR150
Earlier Flight Earlier Flight  Go Show on Earlier
Flight on the same day
of travel for free (where
space available)
Note:
 No changes to the current Business Class fare cabin Except on the Fare Basis Code (FBC)
 Current additional FBA entitlement for Enrich Platinum, Gold and Silver members remains.
 Current Business Class FBA travelling on Domestic sectors remains.
 Current allowable number of pieces and baggage dimensions remains
 Current International fare family brand remains.
 Infant - charge 10% of the applicable travelling adult fare.
a) One bag with maximum dimension of 115 cm (45 inches), not exceeding 7 kg (lbs) for cabin baggage;
b) One bag not exceeding 10 kg (22 lbs) for check-in baggage; or
c) One car seat not exceeding 10 kg (22 lbs) for check-in baggage; or
Note: Car seat may be taken in as either cabin or check-in baggage
d) One fully collapsible baby pushchair or stroller or carrying basket (In addition to items (a) OR (b) OR
Passenger travelling with
(c) )
infants
Note: These items may be carried into the cabin provided there is available space otherwise it will
(on any class of travel)
be sent to the cargo hold)
NOTE:
Malaysia Airlines allows for an additional 10 kg of purely baby essentials (including a bassinet or carrycot) over
and above the free baggage allowance as allotted to an infant’s accompanying adult passenger. The combined
weight of the bassinet or carrycot and baby essentials must not exceed 10 kg.
If passenger baggage exceeds the free baggage allowance, they need to pay for excess baggage or purchase prepaid baggage in advance.
For any enquiries or clarification related to the above, please email direct to ANZ Sales Support team at:
mh.salessupport@malaysiaairlines.com
14
ADDITIONAL CARRY ON BAGGAGE ON BOARD FREE OF CHARGE
The weight of cabin baggage plus any additional item listed below MUST be of within maximum weight of the cabin baggage allowance.
1. In addition to the cabin baggage, passenger may carry ONE of the following items free of charges, provided it must be within the
maximum weight of the cabin baggage allowance;
 A small camera bag
 A notebook or a laptop computer (including case and accessories, in a dedicated computer bag) OR
 A handbag (male/female) OR
 A briefcase OR
2. Passenger travelling with infants in any class are permitted to bring ONE of the following items at no charge in addition to the
personal items as mentioned in point # 1.
 An infant amenities bag (containing infant food for consumption on board and nappies during flight), not more than 5kg
 Small infant carry cot OR
 Cabin size fully collapsible lightweight baby stroller
3. In addition to the above, the following items are allowed at no charge;
 One (1) duty-free shopping bag for goods purchases at the airport on the day of the flight
 Walking stick/crutches
 An overcoat
NOTE:
a) Items of checked baggage must be presented to the airport individually. Items that are strapped, taped or shrink wrapped
together will not be accepted as 1 piece.
b) All sports equipment, including golfing equipment, will be carried as part of the free checked baggage allowance, and will be
subject to excess baggage charges if overweight.
Detailed information on bringing fishing/archery/bowling/skiing equipment, golfing clubs, canoes/kayaks, bicycles, boogie boards,
parachutes/hang gliders, scuba diving equipment, cricket equipment and surfboards, please refer to
https://www.malaysiaairlines.com/au/en/plan-your-trip.html
c) Musical instruments (both electrical and non-electrical) for carriage as checked baggage.
i. Musical instruments must be securely packed.
ii. The musical instrument and container are subject to the applicable oversized baggage charge.
iii. Small musical instruments may be allowed as carry-on baggage, even if the item may not fit into the baggage-sizing unit
due to its irregular shape.
CARRIAGE OF FRESH AND/OR FROZEN SEAFOODS:
Effective 1 July 2016, Malaysia Airlines will not accept all fresh and/or frozen seafood as checked baggage.
However, such items may be accepted as cabin baggage subject to the destination’s quarantine regulations, provided that;
 They are properly packed and meet the cabin baggage weight and size requirements
 If dry ice is used, a maximum of 2.5kg of dry ice per passenger is permissible.
 The usage of crush ice to refrigerate fresh and/or frozen seafood is strictly prohibited.
Malaysia Airlines reserves the right to refuse carriage at its sole and absolute discretion if the items are not properly packed.
BIKE / BICYCLES (NON-MOTORIZED)
Passengers may bring your bike(s) / bicycle (s) (touring or racing - non-motorized) that follows a combination of the following:
 With handlebars fixed sideways and pedals removed
 One (1) bike / bicycle is accepted in place of one (1) 62 inches (158 cm) bag
 Suitably packed in a bike / bicycle box (to protect both the bike / bicycle and the baggage of other passengers
Please note that your bike(s) / bicycle(s) will be carried as part of the free checked baggage allowance and will be subject to excess baggage
charges, if in excess. They will be accepted for check-in only upon completion of the LRT*
Note: A complete LRT, must have the passenger's signature at the designated column.
15
MUSICAL INSTRUMENTS
Malaysia Airlines is pleased to accept musical instruments (both electrical and non-electrical) for carriage as per below options:
1. Checked baggage:
i. Musical instruments must be securely packed
ii. The musical instrument and container are subject to the applicable oversized baggage charge
iii. Please note that Limited Release Baggage Tag (LRT) is required for check-in of your musical instruments
2. Carry-on Baggage
i. Passenger may carry their delicate small musical instruments as carry-on baggage. Provided that it follows the cabin
baggage dimension and weight allowed
While every care will be taken with your possessions, it is recommended that you purchase additional baggage insurance to cover loss or
damage to these items.
Piece System Charges ((Bass Violas or Cellos):

a) The musical instrument and container are subject to the applicable oversize baggage charge. Provided-securely packed.
b) Portable musical instruments not exceeding 39 inches in length is considered as 01 piece at 39 inches.
TELEVISION REQUIREMENT
The maximum size allowed for television (TV) must be less than 62in (158 cm) and weigh less than 32 kg (70 lbs.)
It must also be properly packaged in adequate protective packaging or wrap.
Please note that television (TV) will be carried as part of the free checked baggage allowance and will be subject to excess baggage and
oversize baggage charges, if in excess. They will be accepted for check-in, only upon completion of the Limited Release Tag (LRT)*
Malaysia Airlines DO NOT accept any liability for electronics items accepted as checked luggage in accordance with the airline's General
Conditions of Carriage (GCC). While every care will be taken with your possessions, it is recommended that you purchase additional
baggage insurance to cover loss or damage to these items.
Note: A complete LRT, must have the passenger's signature at the designated column.
SMART BAGGAGE
Effective 15 January 2018, you're allowed to bring your Smart Baggage (with Integrated Lithium Batteries and/or Electronics) with following
conditions:
If carried as:
Checked Baggage
i. Smart baggage with non-removable lithium battery is strictly PROHIBITED for check-in
ii. Smart baggage lithium battery MUST be removed and carried in the cabin provided it is within the limitation as per table given
under Lithium Battery guide.
iii. The removed lithium battery terminals SHALL be insulated to protect against short circuit.
iv. Ensure the WIFI/Bluetooth/GPS is switched off.
Cabin / Carry-On Baggage

i. Smart baggage with non-removable lithium battery is strictly PROHIBITED to be carried as cabin / carry-on baggage.
ii. Smart baggage lithium battery MUST be readily removable by the passenger and can be remained in smart baggage provided it is
within the limitation as per table given under Lithium Battery guide.
iii. Ensure the WIFI/Bluetooth/GPS is switched off.
WHEELCHAIR
a. Carried by user, no charge.
b. Wheelchair carried by non-user can be accepted as baggage provided well packed, Charge according to dimensions and weight.
Power Driven Wheelchair
c. One normal wheelchair is carried free of charge as checked baggage. Any additional items or equipment are subject to excess
baggage charge e.g. battery-operated wheelchair or any other equipment to assist passenger during shower, onto the bed and for
floor used.
16
LITHIUM BATTERY
Lithium batteries are not allowed to be checked-in and must be carried in your carry-on baggage only, please refer below to the amount of
battery permitted.
Requirement for Lithium Batteries:

1. Spare / Loose Lithium Batteries (including power banks), shall only be accepted as carry-on baggage or cabin baggage as per
below table
Scenario 1 Scenario 2
Type of Battery
Lithium Metal Lithium-Ion Lithium Battery Lithium-Ion Battery
Exceeding 00 watt0hours
Exceeding 2 grams but
Content Up to 2 grams Up to 100 watt-hours but not exceeding 160
not exceeding 8 grams
watt hours
Limit to maximum of 20 spare per passenger with *Limit to a maximum of 2 spare per passenger with
Limitations
operator’s approval operators approval
2. Contained in Portable Electronic Devices (PED) shall only be accepted as carry-on baggage or cabin baggage as per below table
Scenario 1 Scenario 2
Type of Battery
Lithium Metal Lithium-Ion Lithium Battery Lithium-Ion Battery
Exceeding 00 watt0hours
Exceeding 2 grams but
Content Up to 2 grams Up to 100 watt-hours but not exceeding 160
not exceeding 8 grams
watt hours
Limitations Limit to maximum of 15 PED per passenger Limit to maximum of 2 PED per passenger
Malaysia Airlines prohibits the carriage of small vehicles that are powered by lithium-ion batteries in passenger checked and/or carry-on
baggage for air travel, as they have been classified as “Dangerous Goods”. This restriction has been recommended to all operators by the
International Air Transport Association (IATA) to ensure the safety of air travelers.
These small vehicles, or Personal Movement Devices (PMD) which include air wheel, solo-wheel, hover board, mini-Segway, balance wheel
and other self-balancing vehicles are considered fire hazards.
Therefore, Malaysia Airlines would like to remind passengers that it prohibits the carriage of all such devices (with or without batteries) as
checked–in or carry–on baggage.
 The above measures apply for Malaysia Airlines flights out of all airports including charter operations and connecting passengers
from other airlines.
 The PMD restrictions apply at all Malaysia Airlines check-in points throughout the world.
BAGGAGE POLICY WHERE OTHER AIRLINE IS INVOLVED
Malaysia Airlines still allows passengers to check-through their baggage to the final destinations even if the sectors are ticketed separately
on separate bookings; as long as the travel begins with Malaysia Airlines and are connecting less than 24 hours in to/from KUL.
Please advise your client to confirm the status of their ticket at the check-in counter.
 For travel that involves more than one carrier, the “Most Significant Carrier” concept helps determine whose baggage rules apply
for the itinerary.
 This is based on IATA Resolution 302, effective since 1 April 2011.
 These rules are based on a "checked portion" concept, which refers to the point where baggage check-in occurs, until the next
stopover where the passenger collects their baggage.
 The Most Significant Carrier between these two points of travel, chosen according to IATA definitions, will define the baggage
policy for the whole itinerary.
Please note:
i. For oneworld member airlines, Malaysia Airlines still allows passengers to check-through to a final destination with baggage even
if the sectors are ticketed separately on separate bookings; as long as the travel begins with Malaysia Airlines.
ii. However, this may not be possible on your return journey if travel begins with another oneworld member airline that chooses to
adhere to the new oneworld obligation.
Certain oneworld and code-share flights allow our passengers to check-through and some do not.
17
EXCESS / EXTRA BAGGAGE CHARGES
From 01 March 2019, the following Excess Baggage (at the airport) and Extra Baggage (Prepaid) charges policy will apply for all flights on
Malaysia Airlines which can be purchased up to 24 hours prior to departure from the following channels;
 Online (Prepaid Extra Baggage) during the booking process or via Manage My Booking option
 Call Centre – 13 26 27
 MHmobile
 Excess Baggage (At the Airport)
 MH Ticketing – gccc.ticketing@malaysiaairlines.com
Please refer to the excess baggage rates table below for easy reference.
EXCESS BAGGAGE (USD)

ZONE COUNTRY / DESTINATIONS
RATE PER KG
Zone 1 Malaysia (Peninsular, Sabah & Sarawak) 5
Vietnam, Singapore, Cambodia, Thailand, Brunei, Myanmar, Philippines,
Zone 2 Hong Kong, Taiwan, Indonesia (Denpasar, Surabaya, Kuala Namu), China, 8
Saudi Arabia, Bangladesh
Zone 3 India, Sri Lanka, Nepal, Indonesia (Jakarta), Japan, Republic of Korea 14
Zone 4 Australia & New Zealand 20
Zone 5 United Kingdom 28
FROM / TO ZONE 1 ZONE 2 ZONE 3 ZONE 4 ZONE 5

ZONE 1 5 8 14 20 28
ZONE 2 8 16 22 28 36
ZONE STRUCTURES
ZONE 3 14 22 28 34 42
ZONE 4 20 28 34 40 48
ZONE 5 28 36 42 48 56
 Charges will be calculated based on distance flown from point of departure to the final destination in one single itinerary.
 Rates will be charged on per kg basis (over and above the permitted free baggage allowance of the cabin class).
 Passenger travelling on MH domestic services with a Government warrant/order, the excess baggage rate on all domestic services
will be USD3 per KG.
GOLDEN LOUNGE ACCESS
You can now enjoy the comfort of our Golden Lounge at KL International Airport by purchasing a single-entry lounge pass through Malaysia
Airlines website and MHmobile.
Rate per passenger Golden Lounge Satellite Golden Lounge Regional Golden Lounge Domestic
Adult MYR 279 MYR 279 MYR 130
Child MYR 140 MYR 140 MYR 65
Golden Lounge Satellite Golden Lounge Regional Golden Lounge Domestic

Mezzanine Floor, Level 2 Satellite Building, Main Terminal Building, near Contact Pier Domestic Terminal A (next to Gate A2), Main
KL International Airport Level 4, KL International Airport Terminal Building, KL International Airport
24 hours Daily 5.00am to 11.59pm Daily 5.00am to 11.59pm
Terms and conditions:

 Purchase of Malaysia Airlines' Golden Lounge access is available for KL International Airport Golden Lounge Domestic, KL
International Airport Golden Lounge Regional and KL International Airport Golden Lounge Satellite ONLY and available for
Malaysia Airlines flights departing from KL International Airport.
 All Economy class passengers (except for RBD ‘O’) are entitled to purchase Malaysia Airlines’ Golden Lounge access pass. The pass
is available for purchase anytime up to 60 minutes prior to flight departure from KL International Airport.
 The Malaysia Airlines Golden Lounge pass must be utilized within 24hours prior to the flight departure and the usage of the
lounge is restricted to a maximum of three hours per passenger.
 Infants will be granted complimentary access.
 Online KL International Airport Golden Lounge access purchase is not available on MASwings, Firefly and code share flights.
 Fees are non-refundable and non-transferable.
 Malaysia Airlines reserves the right to vary, delete or add to any of these Terms and Conditions without any prior notice.
18
MH UPGRADE BIDDING
A. Check your eligibility

If you purchased a Malaysia Airlines ticket more than 48 hours ago, you can check your eligibility;
i. Go to Malaysia Airlines website
ii. Click MHupgrade
iii. Enter your booking reference number
iv. Enter your last name
v. Click Submit
B. Offer Email
If you received an offer email from Malaysia Airlines;
i. Click the link provided in the offer email
ii. You will be directed to our offer page if you are eligible
Then;
1. Use the price slider to choose your offer price
2. Enter payment details

 Enter your credit card details to enable payment upon successful upgrade.
 No charges will be applied unless the upgrade offer is successful.
3. Review and Submit

 Ensure that all details are correct before submitting your offer
 You will be notified by Malaysia Airlines whether your upgrade offer is accepted 48 hours before your flight departure.
 Upon successful upgrade, you will be provided with a new ticket and your offer price will be charge to your credit card.
IN CASE OF REFUNDS:
If you have paid for a MHupgrade and you were unable to be seated in the upgraded cabin of the flight which you have paid for, due to
reasons fully attributed to Malaysia Airlines.
Send your request to mhupgrade.enquiry@malaysiaairlines.com and attach a scanned copy of the following documents:
 Boarding Pass for the flight in question.
 Offer Accepted Email notifying you that you have been upgraded.
 Any other relevant documents.
The refunded amount will be credited to your nominated credit card account in the currency charged. Bank-related charges will not be
refunded.
Terms and Conditions:

 Malaysia Airlines does not guarantee specific seat assignments to Passengers who’s Upgrade Offers are accepted and upgraded.
 There will be no refund, credits, or exchanges once Passenger’s Upgrade Offer has been accepted by Malaysia Airlines and
Passenger’s nominated credit card has been charged.
 Upgrade is strictly non-transferable.
 Once passengers receive the confirmation email signifying acceptance of Passenger’s Upgrade Offer, Malaysia Airlines will not be
responsible or liable for any claims, damages, losses, costs or expenses arising from any changes to the booking, whether such
changes are made by passengers or any third party for whatever reasons.
For full terms and conditions, please check https://www.malaysiaairlines.com/au/en/footer/terms-and-conditions.html or email

mhupgrade.enquiry@malaysiaairlines.com
Frequently Asked Questions - https://www.malaysiaairlines.com/au/en/plan-your-trip/mh-upgrade.html?ibe=mhu
19
ADVANCE SEAT REQUEST (ASR) POLICY AND PROCEDURES
Malaysia Airlines is offering Seat Selection as a chargeable ancillary across all channels and available only on MH ticket plate 232 and travel
on MH operated flights only.
CHARGEABLE ON ALL SEAT MAPS:

 Standard Seats.
 Upper Deck Seat (A380 only).
 Extra leg room Seats (A333, A332 and A359 only).
 Emergency Exit Row Seats
Emergency Exit Row Seats has extended legroom and may not recline.
Passengers travelling on Emergency Exit Seats are subject to flight safety guidelines with the following criteria:
i. At least 18 years of age at the commencement of the journey.
ii. Children either accompanied or unaccompanied by adults are strictly not permitted to select and to be allocated at this
row
iii. Fully able-bodied and capable of operating or assisting with the operation of the exit doors. Persons with reduced
mobility or any disability, whether profound or partial, and persons using portable oxygen or any other medical
equipment are ineligible because they may endanger themselves or others.
iv. Able to follow the safety instructions.
v. In good health at the time of check-in, boarding, and during the flight.
vi. Not carrying infants or using an infant seat belt. Not in any stage of pregnancy.
vii. Not under the influence of any intoxicating substance at check-in, boarding, and during the flight.
viii. Does not require an extension seat belt because of large body size.
ix. Able to understand and converse in Bahasa Malaysia or English.
x. Able to understand the illustration illustrated on the Safety Information Card.
NON-CHARGEABLE SEATS:
 Bulkhead / Bassinet Seats.
 Standard seats blocked off for technical crew/cabin crew rest seats/ stretcher facility/priority seat.
 Priority seats are seats blocked off for our priority guests (wheelchair etc.).
 Wheelchair facility (WHCR/WCHS/WCHC).
 Standard seats for passengers ticketed on Economy H, B, Y Class, Business Class and First Class. All other seat types will remain
chargeable.
 Standard seats for member of Enrich Platinum and oneworld Emerald. All other seat types will remain chargeable.
 Children travelling alone (unaccompanied minor) are entitled for complimentary “Standard Seat” selection. All other seat types
remains chargeable EXCEPT Emergency Exit Seat.
 Passengers travelling with infant and their travelling party are entitled to complimentary “Standard Seat “ONLY within the same
PNR.
NOTE:
 Seat Selection fee is applicable to all MH channels and GDSs when passenger secures their preferred seat at the time of booking
or until ONE (01) hour prior to flight departure (Exit Row and Extra Leg Room) or until 4 hours prior to flight departure (Standard
Seats).
 Seat selection request/made within 1 hour (Exit Row and Extra Leg Room) or 4 hours (Standard Seats) prior to flight departure will
incur no fee. However, this can only be done upon check-in online, KIOSK or at the check-in counters at the airport.
 Seat fees will dynamically price as per system quote at the time of purchase and will be equivalent to local currency for all foreign
currencies.
 As per Seat Selection policy, adult seat with BSCT facility is non-chargeable provided within the same PNR as the INF.
 Seat selection is not available for MASwings connecting flights and code share flights or non-MH operated flights.
 Chargeable seats are fully non-refundable, non-transferrable and non-exchangeable unless it is due to involuntary cancellations.
Seat Selection can be purchased via Call Centre 13 26 27, email via gccc.ticketing@malaysiaairlines.com or via your CRS.
Purchasing via CRS can issue EMD-A to collect the fee as follows;
 Sabre and Galileo: Issue EMD-A (RFISC code A/0B5)
 Amadeus: Issue EMD-A A/0B5
Malaysia Airlines reserves the right to;

 Re-assign the seat to passengers who do not meet any one of the above safety criteria. Fees paid are non-refundable except for
journeys originating from India which is subjected to the National Civil Aviation Policy 2016.
 Block off selected seats.
 Seats can be changed for operational, safety or security reasons, even after boarding the aircraft.
 Terms and Conditions apply.
20
NEIGHBOUR FREE SEAT (NFS)
Malaysia Airlines introduced a new product called Neighbour Free Seat (NFS) effective 22nd October 2019.
A Neighbour Free Seat (NFS) is an option to purchase neighbouring seat(s) or the entire row, at a fixed price, which stays passenger-free,
providing an extra room to travel in comfort.
NFS can be purchased thru online via MH website www.malaysiaairlies.com or Neighbour Free Seat Manage (NFS) radio button under My
Trip Panel, at a fixed price and offered on selected routes only.
Passengers will be able to purchase NFS between 72 hours to 24 hours prior to segment departure, subject to seats availability.
The objective of this product is to offer passengers to purchase empty seats in Economy Cabin next to them subsequently elevates the
comfort of their upcoming flight.
This product is applicable to the following;

a) Passengers holding confirmed Malaysia Airlines Economy Class ticket
b) Ticketed and plate on MH (232) only. Note, MH flights issued on other airline tickets (not plated on MH 232)
c) On MH-operated flights MH001-2999 only (not applicable on MASwings, Firefly and code-share flights operated by other carrier)
d) Pax holding valid Credit / Debit Card (Visa, Mastercard and American Express) and email address
e) *Wide body aircrafts (Australia/New Zealand, Greater China/Hong Kong, MESA, North Asia and UK)
f) Extra flights 7000 series which will be operational during festive season e.g. CNY, Raya
Note that Neighbour Free Seat (NFS) are not applicable to the following;
a) Open ticket
b) Enrich redemption tickets
c) E, X, G, U, I, W or T Class
d) Bookings with Infant
e) Unaccompanied Minor
f) Bookings with Wheelchair
g) No Enrich Miles accruals for purchased NFS
Important Note:
i. No additional checked baggage
ii. No additional hand carry baggage
iii. No additional meals on board
iv. Neighbour Free Seat (NFS) is fully non-refundable and non-exchangeable.
ECONOMY CLASS PRE-ORDER MEAL (EYPOML)
Economy Class Pre-Order Meal (EYPOML) service allows Economy Class passengers with confirmed booking to ‘pre-order’ their meals on
board at least 72 hours prior to flight departure and at no additional cost.
Passengers can pre-order their EYPOML through Manage My Booking (MMB) at Malaysia Airlines website.
Terms and Conditions;

a) Eligible for Economy Class Adult and Child passengers with confirmed ticket with Malaysia Airlines.
b) Applicable for the following Malaysia Airlines operated international flights only
ROUTES FLIGHT NUMBERS
KUL-LHR MH002 / MH004
KUL-ADL MH139
KUL-BNE MH135
KUL-MEL MH129 / MH149 / MH147
KUL-PER MH125 / MH127
KUL-SYD MH141 / MH123
c) Passenger can only book up to one (1) meal per flight for the first meal service only. This meal is not interchangeable for second
meal service.
d) EYPOML is not available on an code-share flights or inter-line carriers
e) EYPOML is not applicable for passengers who already have chosen special dietary meals.
f) This service is not applicable to Enrich Platinum passengers travelling on Business Suite/Business Class.
21
GDS BOOKING POLICY version 2.0
Please note that this version supersedes the previous GDS Booking Policy version 1.0 dated 11 th October 2019.
This Policy and its associated practices and procedures are subject to change from time to time by Malaysia Airlines and will be notified to
Travel Trade.
It is the airlines prerogative to audit and raise ADM for abusive or unwanted transactions. These ADM will be handled as per IATA
Resolution 850m.
Furthermore, the reason of ADM issuance is related to MH best practices in accordance with IATA Resolution 830a under the heading
“Consequence of Violation of Ticketing and Reservation Procedures” are address in this document.
This policy applies to all GDS subscribers with effective 01st March 2020 and kindly make every effort to comply with these stated below
Policy guidelines strictly.
Any subscribers failed to follow GDS Booking Policy may be subjected to Agent Debit Memo (ADM).
No Subject Action ADM Charges

1 Unwanted segments, Waitlist and No-Show Bookings 24 hours prior to flight departure USD 15 per segment*
24 hours prior to flight departure
2 Inactive segments USD 15 per segment*
within same departure month
3 Fictitious and Test Bookings Not allowed USD 30 per segment*
4 Duplicate Bookings Not allowed USD 15 per segment*
5 Churning per booking Max 5 times only USD 15 per segment*
6 Passive segments Not allowed USD 15 per segment*
7 Forced bookings Not allowed USD 15 per segment*
8 Breaking of married segments Not allowed USD 500 per ticket*
*equivalent to local BSP currency
Please refer to the definition of subject below.
1. CANCEL UNWANTED SEGMENTS, WAITLIST AND NO-SHOW BOOKINGS

a. Unwanted segment
The agent shall not create impossible traveling itineraries in a single booking. It is not allowed to hold concurrent flights for the
same travel period where it is not possible for passenger to travel simultaneously. The agent shall ensure all unwanted segments
are removed from the active PNR at least 24 hours prior to flight departure.
b. Waitlist segment
The agent shall not repeatedly create waitlist segment which incurred in higher booking volume and increase GDS cost for
Malaysia Airlines. The agent shall ensure all waitlisted bookings are removed from the active PNR at least 24 hours prior to flight
departure.
c. No-Show booking
Malaysia Airlines defines “No-Show” as a ticketed booking segment kept in the system until after 24 hours to flight departure and
for which a passenger has failed to show up at the time of flight departure.
Travel agencies are responsible to clean their booked PNRs and cancel all segments if the passenger is not going to travel.
Note:
In the event, passenger want to continue their journey on subsequent active segments, Travel Agent should create a new PNR
and reissue the ticket accordingly. (MH will apply no-show and admin fee during ticket issuance).
2. INACTIVE SEGMENTS
Agent shall ensure that all inactive segments such as (HX, UC, UN, NO) * are removed immediately from the active booking;
 Within the same month of transaction for the inactive segment;
 At least 24 hours prior to departure
We encourage Travel Agency to monitor the servicing queue on daily basis and action accordingly.
(*) Inactive segments are notified to the agents in their GDS queues with a status;
HX – holding cancelled
UC – unable/flight closed
UN – unable/flight cancelled
NO – no action taken
22
3. FICTITOUS AND TEST BOOKINGS / TICKETS

Travel agent must not create any fictitious bookings, testing or training bookings that block the airline’s inventory in the live GDS
environment. The training environment is provided by all GDS and agents must use this move for testing purposes. Creating PNRs
for training purposes using Live environment is prohibited.
Fictitious bookings are those with name field items that for example read as;
TEST/TRAVELLER/FLIGHT/MICKEY/MOUSE/TOURIST/NTBA/PASSENGER/BGFBGBG
Or
A surname with fictitious initials, i.e. A/B/C/D/E since eliminating fictitious booking will free up seats while reducing unnecessary
GDS cost for Malaysia Airlines.
Inserting fictitious ticket numbers to hold a booking leads to a reduction of availability of the Malaysia Airlines flight. Booking
which contains fictitious names or ticket numbers will be screened by Malaysia Airlines. The Travel Agent are refrained from
making test booking, reservations with fictitious names, or entering false ticket number on MH flights.
4. DUPLICATE BOOKINGS
Creation of passenger’s booking on multiple flights or in multiple classes increased GDS booking fees for the airline and leads to
abuse MH inventory. Creating duplicate segments is not permitted under any circumstances, and Malaysia Airlines defines
duplicates booking as per below;
a) PNR created by same Travel Agent (IATA SOC)
b) Same passenger name
c) Same Origin & Destination
d) Same or different flight numbers
e) Same flight date
f) Same or different booking class
g) Same or different bookings / PNR
h) Same or different GDS
5. CHURNING FOR MORE THAN 5 TIMES PER BOOKING

Malaysia Airlines defines “Churning” as any cancel/rebook activity intended to circumvent ticketing time limits or reserve
inventory. Agent shall avoid repeated cancelling and re-booking of the same or different flight, class, date or route (churning) to
circumvent ticketing time limits or for any other reason whatsoever.
As this leads to unreasonably high booking / cancelling volumes in higher GDS cost for Malaysia Airlines.
Repeated cancellation and rebooking by same Travel Agent on the same flight and date in excess of 5 times in the same or across
booking records and within the same GDS or across GDS will subject to ADM
6. PASSIVE SEGMENTS
Malaysia Airlines defines passive segments as a segment entered in a GDS that does not result in a ticket being issued that is
typically used by agents to generate itineraries or make notes. Industry standards require that passive segments be used “for the
purpose of ticketing” only after a booking has been made in an airline’s inventory system and shall match with booking existing on
the airlines reservations system.
If a passive segment created by Travel Agent for the purpose to issue EMD for Group Deposit, it is Travel Agent’s responsibility to
cancel the passive segment after EMD issuance.
7. FORCED RESERVATIONS
Travel Agent use various malpractices to manipulate the system with the intention to circumvent MH inventory rules to obtain
seats in lower booking class.
Agent should not make forced bookings with action code such as IN, IS.
8. BREAKING MARRIED SEGMENTS

Booking class inventory availability varies to specific Origin-Destination (O&D) cities requested. Malaysia Airlines booking policy
requires connecting flight segment to be booked from a single availability display from point of origin to point of destinations.
Flight segments sold together are designated as “married segments” and must not be separated. Rebooking or cancellation fo
any married segments must, at the same time, be applied to the connecting flight segment.
A PNR is considered as a Married Segment violation if;

a) There is no married segment indicator on the PNR
b) When the married segment indicator is not in sequence
c) When the married segment indicator is missing in on leg of an O & D
23
The agent that issues the ticket will be held liable in case of any MH booking policy violations. This can occur in scenarios where
an IATA agent issues a ticket for a booking that has been created by a Non-IATA agent.
An ADM will be raised for the fare difference between actual Origin/Destination (O&D) pair used for booking and the O & D pair
ticketed plus and ADM fee.
POLICY VIOLATIONS:
1. Malaysia Airlines reserves the right to block any Travel Agent’s access to view, book or issue ticket in case of non-compliance to
this policy.
2. Malaysia Airlines further reserve the rights to cancel any un-ticketed PNRs of Travel Agent who have been identified as non-
compliant to this policy.
3. Travel agent that issue the ticket will be held in liable in case of any Malaysia Airlines booking policy violations.
CIP VIOLATIONS:
Agency that violate the 45% requirement when using MH stock (regardless of booking class). 45% is calculated based on mileage.
1. For cases detected before 1st Sep2020, we shall charge 20% of the fare instead of YIF fares
2. Effective 1st Sep 20 we will charge USD 500 regardless of the fare amount
TICKETING ERRORS:
For any ticketing error, MAB will charge USD15 per segment. (Additional ADM fees charges to be added).
Examples of ticketing errors:
 Refund in incorrect FOP
 Fail to void/cancel ticket on time
 Refund on over collection (refund/reissue)
 Wrong passenger type (original adult, reissue to child)
FLOW OF PROCESS FOR ADM

1. Malaysia Airlines will send the debit memo monthly to the Travel Agent for all booking transaction created on/after 1st March
2020.
2. Malaysia Airlines reserve the rights to use BSP link for raising memos.
3. Travel Agent can dispute the debit memo within 14 business days of receiving the memo.
4. Email address for dispute matters: mh.bidt.disputes@accelya.com
AMENDMENT
1. Malaysia Airlines reserve the right to amend and/or modify and/or adapt and/or partially delete the ADM policy at any time
without prior notice as we expect Travel Agencies to refer to it regularly.
2. Malaysia Airlines reserve the right to change the ADM charges at any time.
MH TICKET FARE CONDITIONS

Please be reminded that passengers booking/ticket CANNOT be left as it is or “OPEN DATED”
Effective immediately, below will be the handling process for passengers who wish to cancel their booking;
HANDLING PROCESS
Passenger must provide a new travel date should their travel plans changed.
If passenger cannot confirm their new travel date -
Depending on the actual date/time to the first segment, MH recommends
Option 1 (Advance Travel) Option 2 (Immediate Travel)
1. Do not cancel the segment/PNR. 1. Travel agent need to rebook flights as per current
2. Travel agent need to rebook flights as per current availability with the new travel dates to the furthest
availability with the new travel dates before the original possible date (as per ticket validity – latest one year
flight departure to avoid no-show fee. from the original ticket issuance date).
3. Once rebook, re-price based on equal or higher fare and 2. Once rebook, re-price based on equal or higher fare and
must be of same origin and currency. must be of same origin and currency.
4. E-ticket will need to be reissued and collect fare and tax
3. E-ticket will need to be reissued and collect fare and tax
difference (if any) and applicable reissue fee.
difference (if any) and applicable reissue fee.
Note: In case of no show, charge no show fee as above
Note: In case of no show, charge no show fee as above
plus applicable change fee
plus applicable change fee
24

Malaysia Airlines MH Australia Clue Card Effective 01 January 2021

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MALAYSIA AIRLINES (MH) GUIDELINES

1. AIRFARE TERMS AND CONDITIONS

4. GDS BOOKING POLICY

5. MH TICKET FARE CONDITIONS page 26

REISSUE POLICY AND PROCEDURES

REROUTING AND REBOOKING POLICY:

PENALTY FEES (HORIZONTAL FARE FILING)

PENALTY FEES (VERTICAL FARE FILING)

GENERAL TERMS AND CONDITIONS

TTL on PNR vs Fare Deadline:

Unaccompanied children 5 to 11 years old charge 100 percent of the fare.

ABOVE TERMS AND CONDITIONS MAY BE DIFFERENT TO TACTICAL FARES.

MH FUEL SURCHARGE TAX (YQ)

The fuel surcharge tax (YQ) will be applied on: -

POO WORLDWIDE (USD)

POO MALAYSIA (MYR)

PASSENGER NAME GUIDELINE:

1. Malaysian Passport Name Convention on Ticket

2. Name Exceeding 59 Characters’ Limitation

3. Adult with Infant Name Exceeding 59 Characters

Hyphenated or Double Words Last Name - Omit the hyphen or space

NAME CORRECTION POLICY AND PROCEDURES

Only one-time name correction is permitted before or after ticket issuance.

NAME CORRECTION FOR 1-3 CHARACTERS:

NAME CORRECTION FOR ABOVE 3 CHARACTERS OR OTHER THAN 1+2 CHARACTERS:

ADDING INFANT TO AN EXISTING ADULT BOOKINGS

GROUP BOOKINGS PROCEDURES

1. Agent will need to email anz.groups@malaysiaairlines.com with the following details;

SPECIAL HANDLING PROCEDURES

WHEN IS AIR TRAVEL NOT RECOMMENDED?

Travel by air is not recommended in the following cases:

ASSISTANCE FOR INCAPACITATED PASSENGERS:

CLASS OF TRAVEL NUMBER OF PIECES ALLOWED MAXIMUM WEIGHT

CLASS OF TRAVEL FREE BAGGAGE ALLOWANCE

EX AUSTRALIA TO JEDDAH AND MADINAH

ADDITIONAL CARRY ON BAGGAGE ON BOARD FREE OF CHARGE

CARRIAGE OF FRESH AND/OR FROZEN SEAFOODS:

BIKE / BICYCLES (NON-MOTORIZED)

Piece System Charges ((Bass Violas or Cellos):

Cabin / Carry-On Baggage

Requirement for Lithium Batteries:

BAGGAGE POLICY WHERE OTHER AIRLINE IS INVOLVED

EXCESS BAGGAGE (USD)

FROM / TO ZONE 1 ZONE 2 ZONE 3 ZONE 4 ZONE 5

GOLDEN LOUNGE ACCESS

Golden Lounge Satellite Golden Lounge Regional Golden Lounge Domestic

Terms and conditions:

A. Check your eligibility

1. Use the price slider to choose your offer price

2. Enter payment details

3. Review and Submit

Terms and Conditions:

For full terms and conditions, please check https://www.malaysiaairlines.com/au/en/footer/terms-and-conditions.html or email

Frequently Asked Questions - https://www.malaysiaairlines.com/au/en/plan-your-trip/mh-upgrade.html?ibe=mhu

CHARGEABLE ON ALL SEAT MAPS:

Malaysia Airlines reserves the right to;

NEIGHBOUR FREE SEAT (NFS)

This product is applicable to the following;

ECONOMY CLASS PRE-ORDER MEAL (EYPOML)

Terms and Conditions;

GDS BOOKING POLICY version 2.0

No Subject Action ADM Charges