Terms and conditions
The general terms for our website.
This website for online booking is owned and managed by Malaysia Airlines Berhad (Company No: 1116944-X) (“Malaysia Airlines”) which business address is Level 1, Administration Building, South Support Zone (SSZ), Kuala Lumpur International Airport – KLIA, 64000 Sepang, Selangor Darul Ehsan, Malaysia.
For these Conditions of Use “We”, “Our”, and “Us” refer to Malaysia Airlines. Please review these Conditions of Use carefully before using the website. By using this website, you agree to be bound by these Conditions of Use.
Here's what you need to know about our Conditions of Use for Internet Booking Facility ("IBF").
Mkaz carries passengers on flights in Malaysia and elsewhere in accordance with contracts including: The IBF Conditions of Use; General Conditions of Carriage for Passenger and Baggage (“General Conditions of Carriage” or “GCC”), International Conventions, the Malaysian Carriage by Air Act 1974, and orders and regulations made thereunder; and our Legal Notice on Privacy Policy.
In the event of any inconsistency between these IBF Conditions of Use and the General Conditions of Carriage, the General Conditions of Carriage shall take precedence.
Read about our Notice for Limitation of Liability.
Know more about our Conditions of Contract.
Under these Conditions of Use, “ticket” refers to the passenger ticket and baggage check, or the itinerary/receipt in the case of an electronic ticket, which includes these conditions and the notices that precede it; “carriage” is equivalent to “transportation”; “carrier” means all air carriers that carry or undertake to carry the passenger or his baggage hereunder or perform any other service incidental to such air carriage; “electronic ticket” means the itinerary/receipt issued by or on behalf of a carrier, the electronic coupons and, if applicable, a boarding document.
“Warsaw Convention” refers to the Convention for the Unification of Certain Rules Relating to International Carriage by Air signed at Warsaw on 12th October 1929, or that Convention as amended at The Hague on 28th September 1955, whichever may be applicable. Carriage hereunder is subject to the rules and limitations relating to liability established by the Warsaw Convention unless such carriage is not “international carriage” as defined by that Convention.
To the extent not in conflict with the foregoing, carriage and other services performed by each carrier are subject to: (i) provisions contained in the ticket, (ii) applicable tariffs, (iii) the carrier’s conditions of carriage, and (iv) related regulations that are made part of General Conditions of Carriage (Passenger and Baggage); except in transportation between a place in the United States or Canada, and any place outside thereof to which tariffs in force in those countries apply.
The carrier’s name may be abbreviated in the ticket. The full name and its abbreviation are outlined in the carrier’s tariffs, conditions of carriage, regulations or timetables, and the carrier’s address shall be the airport of departure shown opposite the first abbreviation of the carrier’s name in the ticket. The agreed stopping places are those specified in the ticket or as shown in the carrier’s timetables as scheduled stopping places on the passenger’s route. Carriage to be performed hereunder by several successive carriers is regarded as a single operation.
If an air carrier issues a ticket or checks baggage for carriage over the lines of another air carrier, it does so only as its agent.
Any exclusion or limitation of the carrier’s liability applies to and is for the benefit of the carrier’s agents, servants, and representatives, as well as the agents, servants, and representatives of the person whose aircraft is used by the carrier for carriage.
Checked baggage will be delivered to the bearer of the baggage check. In case of damage to baggage moving in international transportation, complaint must be made in writing to the carrier forthwith after discovery of damage, and at the latest, within 7 days from receipt; in case of delay, a complaint must be made within 21 days from the date the baggage was delivered.
The ticket is good for carriage for one year from the date of issue, unless stated otherwise in the ticket, in the carrier’s tariffs, conditions of carriage, or related regulations. The fare for carriage hereunder is subject to change prior to the commencement of carriage. The carrier must reuse transportation if the applicable fare has not been paid.
The carrier undertakes to use its best efforts to carry the passenger and baggage with reasonable dispatch. Times shown in timetables or elsewhere are not guaranteed and form no part of this contract. The carrier may without notice substitute alternate carriers or aircraft and may alter or omit stopping places shown on the ticket in case of necessity. Schedules are subject to change without notice. The carrier assumes no responsibility for making connections.
Passengers shall comply with Government travel requirements, present exit, entry and other required documents, and arrive at the airport by the time fixed by the carrier or, if no time is fixed, early enough to complete departure procedures.
No agent, servant, or representative of the carrier has the authority to alter, modify or waive any provision of the General Conditions of Carriage and these Conditions of Use.
Understanding the Baggage Liability Limitations.
Card Payment Fee
- Card payment fee is charged only on Malaysia Airlines online booking channel.
- Card payment fee is applicable to payments made via Visa, MasterCard, American Express, and JCB credit and debit card schemes for online bookings with journey commencement from Australia and New Zealand to worldwide.
- Card payment fee is non-refundable, transferable nor exchangeable for any voluntary changes or cancellations.
- Malaysia Airlines reserves the right to revise, add or remove any parts of the Terms and Conditions.
- Fee for Credit Card Payment Fee:
Online booking with journey commencement from Australia only (AUD)
1% from the airfare + taxes
Online booking with journey commencement from New Zealand only (NZD)
1% from the airfare + taxes
Seat Selection
1. Seat Selection is available for Standard, Extra Legroom, Economy Comfort, and Emergency Exit seats, with availability varying depending on the type of aircraft. Seats may be window, middle, or aisle.
2. Seat Selection is available for all Malaysia Airlines flights, both domestic and international. It is not available for codeshare flights.
3. Seat Selection is available for purchase online at the time of booking and post-booking (via Manage My Booking) through the Malaysia Airlines website and mobile web or application. It can also be purchased through the Malaysia Airlines Call Centre or Ticket Offices on a case-by-case basis (i.e. if there are issues with the Malaysia Airlines website and mobile web or application).
4. All seats offered for seat selection will always be subject to availability at the time of request. Seats offered and selected will be on a per passenger and per flight segment basis.
5. Seat Selection for Standard Seats is available and chargeable up to forty-eight (48) hours before flight departure. Seat Selection for Extra Legroom, Economy Comfort, and Emergency Exit Seats is available and chargeable until departure.
6. Passengers who choose not to select seats in advance may opt for any remaining Standard Seats without charge during check-in, excluding Extra Legroom, Economy Comfort and Emergency Exit Seats. If no seats are selected before flight departure, passengers will be assigned seats upon check-in without any guarantee of the resulting seat characteristic or seating together with other passengers in the same booking.
7. Standard Seat Selection is not chargeable for Malaysia Airlines Platinum and oneworld Emerald members as a Standard Seat is complimentary for these Frequent Flyer Programme tiers. Selection for Extra Legroom, Economy Comfort and Emergency Exit Seats are chargeable up to forty-eight (48) hours before departure for these tiers.
8. Seat Selection for Standard and/or Extra Legroom seats is complimentary (non-chargeable) for passengers travelling with infants and for other passengers under the same booking reference.
9. Seat Selection is not available online for passengers with disabilities or special needs, unaccompanied minors, group bookings (more than nine (9) persons), and for facility seats. Passengers requiring these arrangements may contact the Malaysia Airlines Contact Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia). Additionally, passengers with physical disabilities can travel without documentation, whereas those with medical disabilities require Medical Emergency Assistance (MEDA) clearance. Further information regarding MEDA may be found in the following link https://www.malaysiaairlines.com/hk/en/plan-your-trip/health-medical.html.
Seat Selection Fees
10. Seat Selection may be subject to a payment fee, which will be charged on a per passenger and per flight segment basis.
a. For First and Business Class, seat selection is not chargeable.
b. For Economy Flex fare, Seat Selection is chargeable for Extra Legroom and Emergency Exit seats. It is not chargeable for Standard Seats.
c. For Economy Lite and Basic fares, Seat Selection is chargeable for all four seat characteristics: Standard, Extra Legroom, Economy Comfort, and Emergency Exit seats.
11. The price quoted will be in the local currency of the applicable Point-of-Sale (POS) and is subject to applicable Sales and Service Tax (SST).
12. Selected seats will be confirmed upon full payment of the ticket fare and the Seat Selection fee (where applicable).
Eligibility Criteria for Emergency Exit Seats
13. Emergency Exit Seats offer extended legroom but may not recline. Passengers seated in these seats may be required to manually operate the exit door in the event of an emergency. Seats near the emergency exit doors are subject to flight safety guidelines with the following criteria:
a. To be eligible for an Emergency Exit Seat, you must be at least eighteen (18) years of age at the start of the journey and in good health at the time of check-in, boarding, and during the flight, ensuring you are capable of following safety instructions easily.
b. You must be fully able-bodied and capable of operating or assisting with the operation of the exit doors. Individuals with reduced mobility or any disability, whether profound or partial, and those using portable oxygen or any other medical equipment, are not eligible as they could endanger themselves or others.
c. Passengers travelling with children are not allowed to select Emergency Exit Seats.
d. For the safety of all passengers, pregnant women, those carrying infants, or using an infant seat belt are not permitted to be seated in the Emergency Exit Seats.
e. You must not be under the influence of any intoxicating substances during check-in, boarding, and throughout the flight.
f. Extension seat belts are not available for Emergency Exit Seats.
g. It is advisable for passengers to be able to communicate in Bahasa Malaysia and/or English to follow safety commands and understand the Safety Information Card.
h. Our crew may need to relocate you if you do not meet the safety requirements mentioned above. Unless otherwise required by any applicable laws, please note that all fees paid are non-refundable.
i. Additional terms and conditions may also apply. For more information, you can always AskMH or speak to our friendly staff.
Changes, Cancellations and Refunds
14. Passengers can change a selected seat prior to check-in, subject to availability and any applicable seat selection fees for the new seat.
15. Seat Selection fees are non-refundable for voluntary changes or cancellations but refundable for involuntary changes or cancellations, subject to the following involuntary seat substitution conditions.
a. Seat characteristics ranked from highest to lowest seat value are as follows.
• Economy Comfort
• Extra Legroom
• Emergency Exit
• Standard Seat
b. If a seat in the same characteristic is not available and passengers are assigned a seat of lower value, the seat fees are refundable.
c. If a seat in the same characteristic is not available and passengers are assigned a seat of higher value, the seat fees are non-refundable.
d. If a passenger is reseated in the same seat characteristic, despite being in a different seat row or seat number, the seat fees remain non-refundable.
16. Seat Selection is on an as-is basis, non-transferable between passengers and non-exchangeable in any form.
17. Malaysia Airlines may change a selected seat for operational, safety, or security reasons, including flight cancellation and aircraft change. In such scenarios, Malaysia Airlines will provide a suitable alternative, and seat fees are refundable if passengers receive seats of a lower value. Except for the seats substitution and/or refund of the price for the pre-booked seats (whichever applicable), Malaysia Airlines shall have no further liability and shall not be held liable for any and all losses or damages suffered or incurred by the passengers for Malaysia Airlines’ failure to provide the seat selections.
18. Malaysia Airlines reserves the right to modify these terms and conditions at its sole discretion, with or without prior notice.
