Ask Amal | Amal by Malaysia Airlines

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Frequently Asked Questions Find answers to questions you may have on travelling with Amal by Malaysia Airlines here or feel free to contact us for more information.

Global Customer Contact Centre (within Malaysia) 1 300 88 3000

Global Customer Contact Centre (outside Malaysia) +60 3 78433000

Locate Us KLIA Ticket Office Level 5 (Departure Level), Main Terminal Building, KLIA Sepang, Selangor, Malaysia

Note: For further assistance, please click here .

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Frequently Ask Questions

Web Check-in Frequently Asked Questions

Answer: You can check-in anytime from 48 hours and up to 90 minutes before departure. Please note that the boarding gate closes 30 minutes before departure time.

Answer: Key in your flight date and choose the first leg of your flight that is operated by Malaysia Airlines. Enter your 6-character booking reference number or 13-digit e-ticket number. Follow the remaining steps to complete check-in. Choose your preferred boarding pass option (print, mobile boarding pass or Apple Passbook) and bring it with you to the airport.

Answer: You may check-in your baggage at the baggage drop-off counters at least 60 minutes before your flight. For Economy Class passengers travelling from KLIA, please proceed to the self-service check-in kiosk to print your baggage tag before proceeding to the baggage drop-off counter.

Answer: You are not permitted to check-in electronic items that have been recalled by manufacturers and these items must be declared at our check-in counters.

Answer: If you only have carry-on baggage, you may present your boarding pass and identification document at security and proceed to your flight's boarding gate.

Mobile Check-In Frequently Asked Questions

Answer: You can check-in anytime from 48 hours and up to 90 minutes before departure. Please note that boarding gate closes 30 minutes before departure time.

Answer: Mobile boarding pass is only available on domestic routes, and Malaysia to and from ASEAN destinations.

Answer: You are not permitted to check-in electronic items that have been recalled by manufacturers and these items must be declared at our check-in counters.

Answer: If you only have carry-on baggage, you may present your boarding pass and identification document at security and proceed to your flight's boarding gate.

Counter Check-In Frequently Asked Questions

Answer: Please note that check-in counters close 60 minutes before departure for domestic and international flights. You are encouraged to check-in via web and come as early as 3 - 4 hours before departure for baggage drop.

Answer: You need to present your travel documents at the counter, check in and obtain your boarding pass.

Answer: For passengers using the KLIA Ekspres train service with valid KLIA Ekspres and KLIA Transit tickets, you may check in (including any baggage) at the Kuala Lumpur City Air Terminal (KL CAT) in KL Sentral station.

Extra Baggage Frequently Asked Questions

Answer: Extra Baggage is non-refundable. Any Extra Baggage purchased will be carried forward to the upgraded class. (E.g., Extra Baggage purchased = 10kg, Economy Free Baggage Allowance = 20kg, Upgrade to Business Class, Additional Free Baggage Allowance = 10kg, Extra Baggage purchased will still be carried forward to Business Class, hence, the new total baggage allowance is 40kg)

Answer: Extra Baggage is non-refundable. Any Extra Baggage purchased will be carried forward to the upgraded class. (E.g., Extra Baggage purchased = 10kg, Economy Free Baggage Allowance = 20kg, Upgrade to Business Class through LMU, Additional Free Baggage Allowance = 0kg, Extra Baggage purchased will still be carried forward to Business Class, hence, the new total baggage allowance is 30kg)

Answer: Apart from your Free Baggage Allowance (FBA), you have the option to pre-purchase your Extra Baggage and/or pay for the Excess Baggage if you are carrying more than your provided FBA.

Answer: Changes (to the amount, route, etc.) are not allowed once the Extra Baggage has been purchased. However, Extra Baggage can be carried forward subject to: Changes are done on the same booking reference (PNR). Changes are for flights of the same origin and destination. Changes are for flights operated by Malaysia Airlines. There are no changes to passenger details. There is space availability on the aircraft. (E.g., Extra baggage purchased for Mr. ABC for MH4 on 15 December 2018, 0900 is valid for Mr. ABC for MH2 on 20 December 2018, 2330, the flight which has the same origin and destination but with a different date and time) Voluntary changes for Extra Baggage can only be made through Malaysia Airlines ticket offices and Global Customer Contact Centre.

Answer: No, it cannot be used for the next flight as Extra Baggage is not exchangeable and/or transferrable between flights or passengers.

Answer: Additional weight unused from the purchase of Extra Baggage is not refundable, transferrable and/or exchangeable in any form. (E.g., Domestic purchase: Extra Baggage purchased = 5kg, Free Baggage Allowance = 20kg. If the passenger’s total baggage = 23kg, the remaining 2kg will be forfeited)

Answer: For voluntary changes, Extra Baggage can be carried over subject to: Changes are done on the same booking reference. Changes are for flights of the same origin and destination. Changes are for flights operated by Malaysia Airlines. There are no changes to passenger details. There is space availability on the aircraft.

Answer: Extra Baggage can be purchased up to 24 hours before departure via the following channels: Online during the booking process. Global Customer Contact Centre. Amal website. Malaysia Airlines Ticketing Office. Post booking via ‘Manage My Booking’.

Answer: No, currently one (01) passenger is only entitled to one (01) Extra Baggage option with a maximum weight of 30kg.

Answer: Yes, it is applicable on all flights operated by Malaysia Airlines. Please note that it is not applicable to MASwings or Firefly flights that are on codeshare with Malaysia Airlines.

Answer: Extra Baggage is subject to the same baggage carriage terms as excess baggage. Please refer to the Baggage Policy here .

Answer: Yes, it will be refunded.

Answer: Extra Baggage purchased is valid up until the commencement of the flight for which it was purchased. Extra Baggage purchased is not valid once the flight for which it was purchased has flown.

Answer: If the baggage weight exceeds the total free baggage allowance and the Extra Baggage purchased, the additional excess baggage weight will be charged according to the normal excess baggage rate at the check-in counter. (E.g., purchased = 10kg, Free Baggage Allowance = 30kg. If the passenger’s total baggage comes up to 50kg, the remaining 10kg will be charged as per the normal excess baggage rate).

Answer: No, Extra Baggage is not valid for interline and codeshare flights.

Answer: Extra Baggage is not refundable, transferrable and/or exchangeable for any voluntary changes. (E.g., Prepaid Baggage purchased for MH0004 flight departing on 14 September 2017, at 0950 is not valid for MH0004 flight departing on 15 September 2017, at 0950 or MH0002 flight departing on 14 September 2017 at 2315)

Answer: Due to safety and security reasons, we may have to offload baggage that are part of the Extra Baggage purchased. If this were to happen, we will fully refund the affected Extra Baggage purchased (according to the unutilised portion/weight). To contact us regarding a refund on a ticket: Call our Global Customer Contact Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia). Email our Reservation Team at [email protected] . Visit our ticketing office at KLIA or KL Sentral.

Answer: Unfortunately, Extra Baggage is not refundable, transferrable nor exchangeable for any voluntary changes.

Mishandled Baggage Frequently Asked Questions

Answer: If your checked baggage is missing, please contact a Malaysia Airlines representative immediately or proceed to our Baggage Services Office before leaving the airport premises. You may also report your delayed baggage online here: https://mybag.aero/baggage/#/mab/en-gb/main-menu You will be required to fill up a form to assist in locating your missing baggage and will be given a confirmation case report number. The case report number enables you to check your baggage status online here: https://mybag.aero/baggage/#/mab/en-gb/manage-delayed-and-damaged The Baggage Services Office at KUL is open from 0700Hrs – 2359Hrs and can be reached at +603 8777 2288.

Answer: While we strive to ensure you always receive your belongings as scheduled and in their original condition, we also provide contingency services should something unfortunate happen. Baggage Services, also known as Mishandled Load Office (MLO) or Lost and Found Office, will be able to assist you in the event of: Delayed or missing baggage. Damage and pilferage. Articles or items left on an aircraft or within Malaysia Airlines premises. Free delivery service of mishandled baggage to passengers.

Infants and Children Frequently Asked Questions

Answer: Passengers travelling with infants together with their travelling party are entitled to a complimentary Standard Seat only. All other seat types (E.g., extra legroom, etc.) remain chargeable. Depending on the aircraft, a number of bassinets are provided onboard, free of charge. Due to safety and storage reasons, passengers are not allowed to carry their own bassinets into the cabin. This Bassinet service must be requested at least 24 hours before departure via: Our Global Customer Contact Centre: 1 300 88 3000 (within Malaysia) +603 7843 3000 (outside Malaysia) Our appointed travel agents.

Answer: Yes, but due to the limited space available in the aircraft cabin, the acceptance of baby prams or strollers as cabin items will be on a first come, first served basis. Once the space is taken up, these items will be packed into the aircraft hold. Passengers will be requested to sign a Limited Release Tag (LRT) that will indemnify the airlines against damage to the item.

Answer: Post-delivery babies are permitted to travel on Malaysia Airlines flights subject to the conditions below:

Note: The passenger’s safety is our utmost priority and to avoid unnecessary risk, passengers shall comply with our requirements. Malaysia Airlines reserves the right to deny boarding if the requirements stated are not met.

Answer: You have 2 options for stroller check-in: You may check-in the stroller at the check-in counter. You may handover the baby stroller at the aircraft door. Please note that due to the limited space available in the aircraft cabin, the acceptance of baby prams or strollers as cabin items will be on a first come, first served basis. Once the space is taken up, these items will be packed into the aircraft hold. You are required to sign the Limited Release Tag (LRT) for both options.

Answer: A child is permitted to travel alone if he is able to understand the crew’s safety instructions and perform the following movements: Lift himself or herself in and out of his or her seat. Reach an emergency exit unaided. Unfasten his or her seat belt. Fit an oxygen mask. Retrieve and fit a life jacket. Go to the washroom by him or herself. Manage his or her own medication.

Answer: Yes, the Unaccompanied Minor (UMNR) service is available for children between 5 and 12 years old. Please contact our Global Customer Contact Centre/Ticketing Office for further assistance.

Answer: No, unaccompanied young passenger (YPTA) assistance is only available from KL International Airport (KLIA). You may request for an Unaccompanied Minor (UMNR) or YPTA service 48 hours prior to your departure. There is no UMNR fee charged for departure from KUL. Please call our Global Customer Contact Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia) for more information.

Special Requirements Frequently Asked Questions

Answer: For elderly or senior citizen passengers who are travelling alone, you may request our Meet and Assist service 48 hours prior to your departure by contacting our Global Customer Contact Centre at 1 300 88 3000. On the day of your departure please proceed to the following counters for assistance: Kuala Lumpur International Airport: Special Handling counter at B1 and/or B2 (*subject to change due to operational requirement). For other stations, please approach our staff for assistance on this matter.

Answer: You can submit a request for wheelchair services at least 48 hours before departure via: Our Global Customer Contact Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia). Our appointed travel agents.

Answer: On the day of your departure, you may proceed to our Special Handling counter at B1 & B2 in KLIA. However, for other domestic and international stations, the counter may differ. Please reach out to our staff for further assistance.

Answer: For special needs passengers who are travelling alone, you may request our Meet and Assist service 48 hours prior to your departure by contacting our Global Customer Contact Centre at 1 300 88 3000. On the day of your departure, please proceed to the following counters for assistance: Kuala Lumpur International Airport: Special Handling counter at B1 and/or B2 (*subject to change due to operational requirement). For other stations, you may approach our staff for assistance.

Answer: Requests made less than 48 hours before flight is subject to wheelchair availability. This service will, however, be made available in the following situations: Emergency cases (Injury/health condition). Passengers with reduced mobility (with a valid disability card). Pregnant women. Elderly passengers (aged 60 years and above).

Answer: Yes, wheelchair assistance will be provided in the event of medical emergencies.

Answer: Yes, you will receive the service.

Answer: Yes, it is free.

Answer: You can request for the wheelchair service through the following: Our Global Customer Contact Centre on 1300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia). Malaysia Airlines Reservation and Ticketing Oﬃce. Your travel agent.

Answer: Wheelchair assistance is free of charge but you need to make your booking at least 48 hours before your flight to ensure the availability of a wheelchair. Kindly note that ad hoc requests will also depend on availability.

Answer: Please contact the Malaysia Airlines Medical Assistance (MEDA) Desk at [email protected] for stretcher fare information. The applicable stretcher fare includes a one-time charge for all applicable taxes and surcharges for the passenger requiring a stretcher. Fares for accompanying family members and medical escort/s are charged separately. The stretcher fare does not include ambulance transfers, hospitalisation charges and/or ground expenses imposed by the airport authorities.

Answer: In our continuous effort to offer comfort and convenience to our guests, Malaysia Airlines has set up a dedicated MEDA Desk to manage bookings for passengers requiring the use of an infant incubator on board. To make a booking: Download and fill out the Medical Information Form (MEDIF) . Send the completed form to our MEDA Desk at [email protected] no later than 10 working days before the intended travel date. Ad hoc requests or bookings received less than 10 days before travel date are subject to availability of resources at the time and seats on board. The above is applicable for all domestic and/or international direct flights with a duration of 3 hours and below. The MEDA Desk team will contact you to provide the fare quotation, confirm if the infant incubator can be accepted for travel and to issue the tickets.

Answer: Please contact the MEDA Desk at [email protected] for Incubator Fare information. The applicable Incubator Fare includes a one-time charge for all applicable taxes and surcharges for the infant requiring an incubator. Fares for accompanying family members and medical escort/s are charged separately. The Incubator Fare does not include ambulance transfers, hospitalisation charges and/or ground expenses imposed by the airport authorities.

Answer: The maximum incubator dimensions allowed on board is L 101.60cm x W 60.96cm x H 38.1cm (L 40inches x W 24inches x H 15inches). Please contact our MEDA Desk at [email protected] if your incubator exceeds the maximum dimensions for consideration.

Answer: No, passengers must make their own arrangements for the infant incubator from the hospital. The incubator should have handles at both ends for easy carrying.

Answer: No, only incubators with heating elements that are powered by battery/batteries are allowed and the battery/batteries must be approved by Malaysia Airlines Technical Services.

Answer: Download the MEDIF at https://www.malaysiaairlines.com/content/dam/mas/pdf/MEDIF.pdf and send the completed MEDIF to [email protected] for approval.

Answer: This is to ensure that the portable oxygen concentrator (POC) is working well and complies with Malaysia Airlines safety regulation.

Answer: We will only accept the portable oxygen concentrator (POC) that was detailed in the MEDIF and received prior approval from the airline.

Answer: In our continuous effort to ensure the comfort and convenience of our guests, Malaysia Airlines has set up a dedicated team at MEDA Desk to manage bookings for passengers requiring the use of stretchers on board. To make a booking: Download and fill out the Medical Information Form (MEDIF) . Send the completed form to MEDA Desk at [email protected] no later than 10 working days before the intended travel date. Ad hoc requests or bookings received less than 10 days before travel date are subject to availability of resources at the time and seats on board. The above is applicable for both international and domestic travel. The MEDA Desk team will contact you to provide the fare quotation, confirm if the stretcher passenger can be accepted for travel and to issue the tickets.

Answer: Our stretchers can take weights of up to 136 kgs. For weights exceeding this, please contact the MEDA Desk at [email protected] for consideration.

Health and Medical Guide Frequently Asked Questions

Answer: Post-delivery mothers are permitted to travel on Malaysia Airlines flights subject to the conditions below:

Answer: To travel on other airlines, the expectant/pregnant mother is responsible to check and comply with the specific country’s acceptance requirements such as immigration laws and the connecting airline's policy for expectant mothers. Note: The passenger’s safety is our utmost priority and to avoid unnecessary risk, passengers shall comply with our requirements. Malaysia Airlines reserves the right to deny boarding if the requirements stated are not met.

Answer: If you are travelling during pregnancy, you will be required to fill up the Release and Indemnity Form (R&I) during check-in. The following are general guidelines for expectant mothers: For normal single pregnancy for Domestic/International travel, Malaysia Airlines does not accept any pregnancy cases after the 36th week to travel on our flight. For complicated or multiple pregnancies for Domestic/International travel, Malaysia Airlines does not accept any pregnancy cases from the beginning of the 32nd week to travel on our flight. Passengers are advised to check with the embassy of your country of destination should there be any local restrictions into the country for expectant/pregnant mothers. Note: The passenger’s safety is our utmost priority and to avoid unnecessary risk, passengers shall comply with our requirements. Malaysia Airlines reserves the right to deny boarding if the requirements stated are not met.

Answer: You are advised to familiarise yourself with the peanut/nut allergy policy and protocols of both airlines to find out if the airlines are able to accommodate your needs before you book your ticket.

Answer: Malaysia Airlines is unable to offer a completely peanut/nut-free special meal as our meals are prepared in commercial kitchens that handle peanuts and nut derivatives. For such passengers, the airline will allow them to bring their own food onboard.

Answer: Malaysia Airlines may accept passengers with severe peanut and nut allergies, although passengers are recommended to first read the information on our website under the Health and Medical Guide to fully understand the requirements needed before the airline could facilitate such travel.

Self-service Kiosk Frequently Asked Questions

Answer: You may check-in from 48 hours and up to 60 minutes before departure. Please note that the boarding gate closes 30 minutes before departure time.

Answer: Self-service kiosks are open to all passengers except for the following: Passengers on flights to Kathmandu and Dhaka; Passengers with Special Service Request; Passengers in a group of more than nine people; Passengers on standby status.

Answer: After checking in, please proceed to the baggage drop-off counter to check-in your baggage. For Economy class passengers travelling from KLIA, please print your baggage tag before checking in your baggage at the drop-off counter.

Answer: The check-in kiosks are only available at Kuala Lumpur International Airport, Kuching, Kota Kinabalu, Kota Bharu, Johor Bahru and Langkawi.

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