Terms and Conditions

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Terms and conditions

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.

Malaysia Airlines 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.

If your journey includes an ultimate destination or stops in a country other than the country of departure, the Warsaw Convention may apply. The Convention governs and, in most cases, limits our liability for death or personal injury, as well as baggage loss or damage.

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.

Baggage loss, delay, or damage are covered to a certain extent, unless a higher value is declared ahead of time and extra fees are paid. For most international travel, including some domestic parts of international trips, the liability limit for checked and unchecked baggage is up to SDR 1,131. If, however, the laws in place say that different limits of liability apply, then those different limits will take precedence. For travel entirely within the US, Federal rule states that an airline's liability for lost or damaged luggage must be at least USD 1,250 per passenger. Excess valuation may be declared on certain types of articles. Some carriers won't take responsibility for items that are fragile, valuable, or that go bad quickly, therefore we advise you to find out further information before attempting to bring the item on board.

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 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 New Zealand only (NZD) 1% from the airfare + taxes The credit and debit card service fee is non-refundable.

1. La sélection de siège est disponible en cabine Economy pour les sièges Economy Comfort, Espace supplémentaire pour les jambes, Issue de secours, Première rangée, Hublot et Standard, la disponibilité varie selon le type d’appareil. Les sièges peuvent être côté hublot, au milieu ou côté couloir. 2. La sélection de siège est disponible pour tous les vols exploités par Malaysia Airlines, tant nationaux qu’internationaux. Elle n’est pas disponible pour les vols en partage de code. 3. La sélection de siège peut être achetée en ligne au moment de la réservation et après la réservation (via Ma Révervasion) sur le site web ou l’application de Malaysia Airlines. Elle peut également être achetée auprès du centre d’appels ou des bureaux de vente Malaysia Airlines (en cas de problème avec le site web ou l’application de Malaysia Airlines). 4. L’offre de sélection de siège est soumise à disponibilité au moment de la demande et s’applique par passager et par vol. 5. La sélection de siège pour les sièges en Première rangée, Hublot et Standard est possible et payante jusqu’à quarante-huit (48) heures avant le départ du vol. La sélection de siège pour les sièges Economy Comfort, Espace supplémentaire pour les jambes et Issue de secours est possible et reste payante jusqu’au départ. 6. Les passagers qui ne sélectionnent pas de siège à l’avance peuvent choisir gratuitement l’un des sièges Standard restants lors de l’enregistrement, à l’exclusion des sièges Economy Comfort, Espace supplémentaire pour les jambes, Issue de secours, Première rangée et Hublot. Si aucun siège n’est sélectionné avant le départ du vol, un siège sera attribué aux passagers lors de l’enregistrement, sans garantie quant aux caractéristiques du siège attribué ni quant à la possibilité d’être assis à côté des autres passagers de la même réservation. 7. La sélection de siège Standard est gratuite pour les membres Platinum de Malaysia Airlines et les membres Emerald de oneworld, les sièges Première rangée, Hublot et Standard étant offerts à ces niveaux du Programme de fidélité. La sélection des sièges Espace supplémentaire pour les jambes, Economy Comfort et Issue de secours est payante jusqu’à quarante-huit (48) heures avant le départ pour ces mêmes catégories. 8. La sélection de siège pour les sièges Espace supplémentaire pour les jambes, Première rangée, Hublot et/ou Standard est gratuite (sans frais) pour les passagers voyageant avec des nourrissons et pour les autres passagers sous la même référence de réservation. 9. La sélection de siège n’est pas disponible en ligne pour les passagers en situation de handicap ou ayant des besoins particuliers, les mineurs non accompagnés, les réservations de groupe (plus de neuf (9) personnes) et les sièges d’aménagement. Les passagers nécessitant ces dispositions peuvent contacter le centre de contact de Malaysia Airlines au 1 300 88 3000 (en Malaisie) ou au +603 7843 3000 (hors de Malaisie). En outre, les passagers souffrant d’un handicap physique peuvent voyager sans documentation, tandis que ceux souffrant d’un handicap médical doivent obtenir une autorisation d’assistance médicale d’urgence (MEDA). De plus amples informations sur la MEDA sont disponibles à l’adresse suivante https://www.malaysiaairlines.com/hk/en/plan-your-trip/health-medical.html. Frais de sélection de siège 10. La sélection des sièges est répartie en six catégories, classées de la plus élevée à la plus basse en fonction du tarif applicable, comme suit : a. Economy Comfort b. Espace supplémentaire pour les jambes c. Issue de secours d. Première rangée (les deux premières rangées dédiées) e. Hublot (à partir de la troisième rangée) f. Standard (sièges côté couloir et du milieu à partir de la troisième rangée) 11. La sélection de siège peut être soumise à des frais de paiement, facturés par passager et par segment de vol. a. Pour les classes Business et Business Suite, la sélection de siège est gratuite. Pour les tarifs Economy Basic et Flex, la sélection de siège est payante pour les sièges Economy Comfort, Espace supplémentaire pour les jambes, Issue de secours, Première rangée et Hublot. Pour le tarif Economy Value, la sélection de siège est payante pour les sièges Economy Comfort, Espace supplémentaire pour les jambes, Issue de secours, Première rangée, Hublot et Standard. 12. Les frais de sélection de siège varient selon les routes, sous réserve des conditions tarifaires applicables. 13. Le prix indiqué sera dans la devise locale du point de vente applicable et est soumis à la taxe sur les ventes et services (SST) applicable. 14. Les sièges payants sélectionnés seront confirmés après paiement intégral du prix du billet et des frais de sélection de siège (le cas échéant). Critères d’éligibilité pour les sièges d’issue de secours 15. Les sièges d’issue de secours offrent un espace supplémentaire pour les jambes mais peuvent ne pas s’incliner. Les passagers assis à ces sièges peuvent être amenés à actionner manuellement la porte de sortie en cas d’urgence. Les sièges situés près des portes de sortie de secours sont soumis aux consignes de sécurité des vols, avec les critères suivants : a. Pour être éligible à un siège d’issue de secours, vous devez avoir au moins dix-huit (18) ans au début du voyage et être en bonne santé au moment de l’enregistrement, de l’embarquement et pendant le vol, afin de pouvoir suivre facilement les consignes de sécurité. b. Vous devez être pleinement valide et capable d’actionner les portes de sortie ou d’aider à leur manœuvre. Les personnes à mobilité réduite ou en situation de handicap, qu’il soit profond ou partiel, ainsi que celles utilisant de l’oxygène portable ou tout autre équipement médical, ne sont pas éligibles car elles pourraient se mettre en danger ou mettre en danger autrui. c. Vous devez être physiquement et mentalement capable de comprendre et d’exécuter les fonctions requises et ne présenter aucune condition médicale, handicap, blessure ou autre limitation qui vous empêcherait de vous acquitter de ces responsabilités de manière sûre et efficace, ce qui peut inclure le fait d’être âgé ou fragile. d. Les passagers voyageant avec des enfants ne sont pas autorisés à sélectionner les sièges d’issue de secours. e. Pour la sécurité de tous les passagers, les femmes enceintes, les personnes portant des nourrissons ou utilisant une ceinture de sécurité pour bébé ne sont pas autorisées à s’asseoir aux sièges d’issue de secours. f. Vous ne devez pas être sous l’influence de substances enivrantes lors de l’enregistrement, de l’embarquement et pendant toute la durée du vol. g. Les rallonges de ceinture de sécurité ne sont pas disponibles pour les sièges d’issue de secours. h. Les passagers doivent pouvoir communiquer en bahasa malais et/ou en anglais afin de suivre les consignes de sécurité et de comprendre la carte d’informations de sécurité. i. Notre équipage peut être amené à vous déplacer si vous ne remplissez pas les exigences de sécurité mentionnées ci-dessus. Sauf disposition contraire de la législation applicable, veuillez noter que tous les frais payés ne sont pas remboursables. j. Des conditions générales supplémentaires peuvent également s’appliquer. Pour plus d’informations, vous pouvez toujours consulter AskMH ou vous adresser à notre personnel. Modifications, annulations et remboursements 16. La sélection de siège est fournie en l’état, n’est pas transférable entre les passagers et n’est échangeable sous aucune forme. 17. Les passagers peuvent changer un siège sélectionné avant l’enregistrement, sous réserve de disponibilité et des frais de sélection de siège applicables pour le nouveau siège. Les modifications peuvent être effectuées auprès du centre de contact de Malaysia Airlines au 1-300-88-3000 (en Malaisie) ou au +603-7843-3000 (hors de Malaisie). 18. Les modifications volontaires vers le même vol ou un vol différent sont autorisées, sous réserve des conditions de remboursement suivantes. a. Lorsque la caractéristique du siège d’origine est disponible et qu’il n’y a pas de différence tarifaire, aucun nouvel achat n’est requis. b. Lorsque la caractéristique du siège d’origine est disponible, mais qu’il existe une différence tarifaire pour la même caractéristique de siège, le nouveau siège doit être racheté et le siège d’origine est remboursable. c. Lorsque la caractéristique du siège d’origine est disponible, mais qu’une caractéristique de siège supérieure est rachetée, le siège d’origine est remboursable. d. Lorsque la caractéristique du siège d’origine est disponible, mais qu’une caractéristique de siège inférieure est rachetée, le siège d’origine n’est pas remboursable. e. Lorsque la caractéristique du siège d’origine n’est pas disponible, une autre caractéristique de siège disponible peut être rachetée et le siège d’origine est remboursable. Si aucun nouveau siège n’est acheté et qu’un siège est attribué automatiquement lors de l’enregistrement, le siège d’origine n’est pas remboursable. 19. Les frais de sélection de siège ne sont pas remboursables si le passager est surclassé en classe Affaires via MH Upgrade ou Last-Minute Upgrade. 20. Les frais de sélection de siège sont remboursables en cas de modification ou d’annulation involontaire, sous réserve des conditions suivantes de remplacement de siège involontaire, telles que décrites au point 10. a. Si un siège de même caractéristique n’est pas disponible et que les passagers se voient attribuer un siège de valeur inférieure, les frais de siège sont remboursables. b. Si un siège de même caractéristique n’est pas disponible et que les passagers se voient attribuer un siège de valeur supérieure, les frais de siège ne sont pas remboursables. c. Si un passager est réinstallé dans la même caractéristique de siège, même dans une rangée ou un numéro de siège différent, les frais de siège restent non remboursables. 21. Malaysia Airlines peut modifier un siège sélectionné pour des raisons opérationnelles, de sécurité ou de sûreté, y compris l’annulation d’un vol et un changement d’appareil. Dans de tels cas, Malaysia Airlines proposera une alternative appropriée, et les frais de siège sont remboursables si les passagers reçoivent des sièges de valeur inférieure. À l’exception du remplacement de siège et/ou du remboursement du prix des sièges préréservés (selon le cas), Malaysia Airlines n’aura aucune autre responsabilité et ne pourra être tenue responsable d’aucune perte ni d’aucun dommage subi ou encouru par les passagers en raison de l’impossibilité pour Malaysia Airlines de fournir les sélections de siège. 22. Malaysia Airlines se réserve le droit de modifier les présentes conditions générales à sa seule discrétion, avec ou sans préavis.

MHinsure is our Comprehensive Travel Protection Insurance policy which is underwritten by respective insurance local underwriters depending on which market the policy is being purchased. For the full terms and coverage of the policy, please refer to the links below by the respective markets: Malaysia: Click here Singapore : Click here India: Click here If you have questions regarding your travel insurance, please contact your local insurer’s office, based in your country of residence. MALAYSIA: CLAIMS ENQUIRIES Office Hours Mon-Fri 9:00-17:30 Saturday, Sunday and Public Holidays: Closed MHinsure Claims Department +60 16 299 6387 [email protected] 24 HOUR EMERGENCY ASSISTANCE MHinsure Assistance Department +603 7965 3829 GENERAL ENQUIRIES Office Hours Mon-Fri 9:00-17:30 Saturday, Sunday and Public Holidays: Closed MHinsure General Enquiries Department +60 16 299 6387 [email protected] SINGAPORE: CLAIMS ENQUIRIES For information on claim assistance, click here to check our step-by-step guide on claim procedures . 24 HOUR EMERGENCY ASSISTANCE MSIG Assist 24-Hour Hotline +65 6827 7669 GENERAL ENQUIRIES For enquiries, call us at +65 6031 3231 (9am to 6pm) or email us at [email protected] INDIA CLAIMS ENQUIRIES USA & Canada Toll Free Number: +18007487890 Rest Of The World (Call Back Facility): +91 124 4498782 Email Address: [email protected] 24/7 HELPLINE + 91 22 67872 037

« Malaysia Airlines » désigne Malaysia Airlines Berhad (No. de société : 1116944-X), dont le siège social est situé à 1st Floor, Administration Building, Southern Support Zone, Kuala Lumpur International Airport, 64000 Sepang, Selangor, Malaysia, ainsi que ses cessionnaires et ayants droit autorisés. « Passenger (Passager) » désigne toute personne ayant acheté un billet pour un vol Malaysia Airlines exploité par Malaysia Airlines. « Upgrade (Surclassement) » désigne le passage de la classe de service initialement achetée pour voyager avec Malaysia Airlines à une classe de service immédiatement supérieure. « Upgrade Offer (Offre de surclassement) » désigne l’offre faite par le Passenger, accompagnée d’un prix, pour avoir la possibilité de bénéficier d’un Upgrade. Ce prix s’ajoute au tarif déjà payé pour le billet et n’inclut pas les frais ou commissions liés à l’émetteur de la carte de crédit ou à la banque, ni les taxes payables à l’aéroport, lesquels sont tous à la charge du Passenger. Vous souhaitez en savoir plus sur MHupgrade ? Poursuivez votre lecture. 1. Les présentes Conditions générales s’appliquent aux achats de MHupgrade effectués pour un billet de vol du Passenger émis sur un document Malaysia Airlines portant le numéro 232, ainsi qu’aux services exploités par Malaysia Airlines pour les vols portant le code transporteur « MH ». Malaysia Airlines peut, à sa seule discrétion et sans préavis, déterminer, modifier ou ne pas divulguer les facteurs, conditions et règles relatifs à l’éligibilité à une Upgrade Offer. Les critères d’éligibilité peuvent varier. Ne sont pas éligibles : (a) les billets qui ne sont pas émis sous le numéro de document 232 ; (b) les Open Tickets (billets ouverts) ; (c) les Waitlisted Tickets (billets en liste d’attente) ; (d) les Staff Tickets (billets du personnel) ; (e) les réservations comprenant un ou plusieurs nourrissons ; (f) les enfants voyageant seuls ; (g) les billets sponsorisés, gratuits, attribués ou obtenus dans le cadre d’un tirage au sort ; (h) les vols à destination ou au départ de la région du Moyen-Orient, notamment les vols AMAL : KUL-JED aller-retour MH156/157 et KUL-MED aller-retour MH158/159 ; (i) les vols MASwings et Firefly ; (j) les billets MHflypass ; (k) les réservations comprenant un autre transporteur, un vol interligne ou un vol en partage de code. 2. En soumettant une Upgrade Offer : (a) le Passenger confirme qu’au moment de la soumission, il a atteint l’âge légal de la majorité dans son pays de résidence ; (b) le Passenger est réputé être autorisé à agir au nom des personnes nommées ou incluses dans l’Offer et à les engager par les présentes Conditions générales. 3. Pour participer, le Passenger doit d’abord acheter un billet confirmé (« Ticket ») en classe Économique ou en classe Affaires, sous réserve du Point 1. 4. Les Passengers voyageant sur des segments éligibles recevront une invitation à soumettre une Upgrade Offer par courrier électronique ou via WhatsApp Blast. Le Passenger peut également vérifier son éligibilité sur le site Internet de Malaysia Airlines ( www.malaysiaairlines.com ) en saisissant les informations requises, notamment le Booking Reference. 5. Un Upgrade nécessite un paiement pour passer de la classe Économique à la classe Affaires ou de la classe Affaires à la Business Suite. 6. Les Passengers peuvent soumettre une Upgrade Offer pour chaque segment éligible jusqu’à 36 heures avant l’heure de départ prévue du segment concerné, accompagnée des informations relatives à leur carte de crédit. L’Upgrade Offer sera examinée jusqu’à 72 heures avant le départ. Une fois les informations requises complétées et confirmées, l’offre sera enregistrée sous réserve des présentes Conditions générales. Le courrier électronique de confirmation confirme uniquement la réception de l’Upgrade Offer et ne constitue pas une acceptation de celle-ci. 7. Une seule Upgrade Offer peut être soumise pour chaque segment de vol éligible et pour chaque billet acheté. 8. Si une réservation comprend 2 Passengers ou plus, une seule Upgrade Offer peut être soumise pour l’ensemble des Passengers de la réservation. Le montant de l’offre par Passenger sera multiplié par le nombre total de Passengers. En soumettant l’offre, le Passenger est réputé être autorisé à engager toutes les personnes nommées ou incluses dans la réservation. En cas de séparation de la réservation, chaque réservation fera l’objet d’une Upgrade Offer distincte. 9. Le Passenger peut modifier son Upgrade Offer au moyen du lien hypertexte figurant dans le courrier électronique d’accusé de réception ou dans le courrier électronique permettant de modifier l’offre, jusqu’à 36 heures avant le départ, à condition que l’Upgrade Offer n’ait pas été acceptée et que la carte n’ait pas été débitée. Si l’Upgrade Offer est acceptée avant sa modification, le Passenger est légalement tenu de payer le montant final de l’offre. 10. Instant Upgrade : le paiement effectué via AMOP, notamment par carte de crédit/débit et portefeuilles numériques tels que Touch & Go e-Wallet, sera débité immédiatement lors de la soumission. Si l’Instant Upgrade n’aboutit pas, le montant ne sera pas automatiquement remboursé. Le Passenger doit contacter le Malaysia Airlines Contact Center et fournir une preuve de paiement afin d’initier le remboursement. 11. Les taxes et frais applicables devant être payés à l’avance ainsi que le montant total à payer seront affichés sous la mention « Total ». Les taxes ou frais équivalents perçus à l’aéroport ainsi que les frais facturés par l’émetteur de la carte ou la banque ne sont pas inclus et sont à la charge du Passenger. 11(a). À compter du 1er mars 2024, la taxe malaisienne sur les ventes et services (SST) de 8 % s’applique à toutes les Upgrade Offers concernant uniquement des segments domestiques. 11(b). À compter du 1er septembre 2019, une Malaysia Departure Levy (MDL) est imposée sur tous les vols internationaux au départ de la Malaisie. La MDL en classe Affaires est de RM50 pour les destinations ASEAN et de RM150 pour les destinations hors ASEAN. Si la MDL en classe Économique a déjà été payée, la différence de MDL pour un Upgrade de la classe Économique à la classe Affaires est de RM42 pour les destinations ASEAN et de RM130 pour les destinations hors ASEAN. La MDL est ajoutée au prix de l’Upgrade Offer. Les taxes payées ne sont pas remboursables. 12. Selon le type de carte, la banque acquéreuse et le pays d’émission de la carte, lors de la soumission de l’Upgrade Offer, le Passenger peut voir un montant équivalent à une unité de la devise de l’offre débité à des fins d’authentification (à l’exception du JPY, pour lequel le montant peut être de 10 JPY ou 1 JPY selon le type de carte). Ce montant est immédiatement contrepassé et ne figure pas sur le relevé bancaire. Des frais de transaction internationale peuvent s’appliquer conformément aux conditions de la carte et sont à la charge du Passenger. 13. Le Booking Reference est le code à 6 caractères fourni lors de la réservation et imprimé sur le Ticket. Il est requis pour soumettre une Upgrade Offer. Le Booking Reference doit rester confidentiel et ne doit pas être communiqué à des tiers. Le Passenger est responsable de sa protection contre toute utilisation abusive ou non autorisée. 14. Malaysia Airlines dispose d’un pouvoir discrétionnaire exclusif pour accepter ou refuser une Upgrade Offer. Aucune garantie n’est donnée quant à l’obtention d’un Upgrade par un Passenger, même lorsqu’un siège est disponible dans la classe de service souhaitée. 15. L’acceptation de l’Upgrade Offer sera envoyée par courrier électronique dans les 24 heures précédant le départ du prochain segment du Passenger, et le montant total de l’offre sera débité de la carte. En cas de non-acceptation, le Passenger en sera informé dans les 24 heures précédant le départ. En cas d’acceptation, la classe de réservation indiquera la cabine supérieure pour le segment surclassé lors de l’enregistrement. 16. Si l’achat ne peut pas être finalisé avec succès, aucun paiement ne sera débité. Tout montant mis de côté sera, en temps voulu, recrédité sur le moyen de paiement désigné, en fonction du délai de traitement de la banque émettrice. 17. Une Upgrade Offer ne peut pas être annulée entre 72 et 36 heures avant le départ, sauf si elle n’a pas abouti. Les Passengers peuvent annuler leur offre avant la période de 72 heures en contactant le MH Contact Center ou en envoyant un courrier électronique à [email protected] . 18. Aucune garantie n’est donnée quant à l’attribution d’un siège spécifique après acceptation de l’Upgrade Offer. La Seat Selection est fournie telle quelle et ne peut être transférée ni échangée. 19. Tous les frais personnels, autres coûts et dépenses liés à l’Upgrade de siège sont à la charge exclusive du Passenger. 20. Aucun remboursement, crédit ou échange ne sera accordé une fois l’achat de l’Upgrade Offer accepté et le paiement débité. 21. L’Upgrade est strictement non transférable. 22. Une fois le courrier électronique d’acceptation reçu, Malaysia Airlines décline toute responsabilité concernant les réclamations, dommages, pertes, coûts ou dépenses résultant de modifications de la réservation effectuées par le Passenger ou un tiers, pour quelque raison que ce soit. 23. Si le Passenger modifie son Ticket après l’acceptation de l’Upgrade Offer, il ne pourra pas transférer l’Upgrade vers un autre vol. Le montant de l’Upgrade Offer sera perdu et aucun remboursement ne sera effectué. 24. Si Malaysia Airlines doit réacheminer le Passenger sur un autre vol MH pour des raisons qui ne sont pas imputables à une faute, une action ou une omission du Passenger, l’Upgrade Offer initiale peut, à la discrétion de Malaysia Airlines, être transférée vers le ou les nouveaux vols, sous réserve de la disponibilité de sièges dans la classe surclassée. Si la réservation est transférée à une compagnie aérienne autre que MH et que l’Upgrade ne s’applique plus, le Passenger peut demander un remboursement par l’intermédiaire du Contact Center. Aucun Upgrade n’est garanti sur les vols d’autres compagnies aériennes. En cas d’indisponibilité, le remboursement sera effectué conformément au paragraphe 23. Malaysia Airlines peut modifier le siège sélectionné pour des raisons opérationnelles, de sûreté ou de sécurité, notamment en cas d’annulation ou de changement d’appareil. Un siège de remplacement approprié sera fourni. Si le siège de remplacement est de valeur inférieure, les frais de siège seront remboursables. À l’exception du remplacement du siège ou du remboursement de la valeur de l’Upgrade, selon le cas, Malaysia Airlines n’assume aucune responsabilité supplémentaire et ne saurait être tenue responsable des pertes ou dommages résultant de l’impossibilité de fournir les choix de sièges sélectionnés. 25. Refund (Remboursement) a. Un remboursement de l’Upgrade Offer confirmée peut être accordé dans les cas suivants : i. le vol pour lequel l’Upgrade Offer a été acceptée et l’Upgrade effectué est annulé ; ii. le vol est annulé et le Passenger est réacheminé sur un autre vol, qu’il soit opéré par MH ou non, mais ne peut pas être placé dans la classe supérieure et est placé dans la classe initialement achetée ; iii. l’Upgrade Offer a été acceptée et l’Upgrade effectué, mais le Passenger ne peut pas être placé dans la classe surclassée pour des raisons imputables à Malaysia Airlines, à l’exclusion des actions ou omissions du Passenger, notamment lorsque celui-ci choisit de modifier son vol ou ne se présente pas pour le vol ; iv. pour des raisons de Compassionate Ground, telles que le décès d’un membre de la famille ou une hospitalisation, sous réserve de la politique de remboursement en vigueur. b. Aucun remboursement ne sera effectué si un appareil de remplacement est utilisé et que l’Upgrade reste disponible sur cet appareil. c. Si le remboursement est approuvé, il sera effectué sur la carte de paiement désignée utilisée et traité dans la devise dans laquelle le prix de l’Upgrade a été débité. Le remboursement est limité au montant de l’Upgrade ainsi qu’aux taxes et frais payés pour l’Upgrade. Les frais facturés par l’émetteur de la carte ou la banque ne sont pas remboursables. d. À l’exception du remplacement du siège ou du remboursement du prix d’un siège réservé à l’avance, Malaysia Airlines n’assume aucune responsabilité supplémentaire en cas d’impossibilité de fournir le choix de siège. e. Toute demande de remboursement doit être adressée par écrit à [email protected] et accompagnée des documents numérisés suivants : i. la carte d’embarquement ; ii. le courrier électronique informant du succès de MHupgrade ; iii. tout autre document pertinent. f. Les demandes de remboursement doivent être soumises dans un délai de 3 mois à compter de la date de vol prévue. Les décisions seront prises conformément à la Section 22 et seront définitives et contraignantes. 26. Les conditions tarifaires du Ticket initial, notamment les conditions d’annulation, les frais de modification, la franchise de bagages et l’accumulation de points dans le cadre du programme de fidélité, restent inchangées malgré l’acceptation de l’Upgrade Offer. Un Passenger ayant obtenu un MHupgrade bénéficiera d’une franchise supplémentaire de 10 kg de bagages enregistrés. Pour les itinéraires comprenant des segments surclassés et non surclassés, la franchise de bagages sera déterminée conformément à la politique applicable, à la cabine réservée/surclassée et aux règles relatives aux bagages applicables à l’ensemble du voyage. 27. L’achat d’un Upgrade donne droit aux services de salon pour le vol pour lequel l’Offer a été acceptée. Une carte d’embarquement valide est requise et l’accès est soumis à la disponibilité du salon à l’aéroport de départ. 28. Les membres Enrich peuvent gagner des Enrich Points sur le montant du tarif payé pour l’Upgrade Offer sur les vols opérés par MH et émis sur un document 232. Un Enrich Point est accordé pour chaque RM5 dépensés au titre de l’Upgrade Offer pour les segments concernés. Les autres Conditions générales s’appliquent. 29. Le fait que Malaysia Airlines n’exerce pas un droit ou tarde à l’exercer ne constitue pas une renonciation ou un abandon de ce droit. Malaysia Airlines conserve le droit d’exercer ultérieurement ce droit, et les obligations du Passenger restent en vigueur. 30. La décision de Malaysia Airlines concernant l’Upgrade Offer est définitive et absolue. Aucune discussion, correspondance, demande de renseignements, réclamation, contestation ou contestation ultérieure ne sera prise en considération. 31. Les présentes Conditions générales sont régies, interprétées et appliquées conformément aux lois de la Malaisie. 32. Les présentes Conditions générales prévalent sur toute condition, disposition, stipulation ou déclaration contradictoire figurant dans tout autre support promotionnel faisant la publicité de l’Upgrade Offer. 33. Malaysia Airlines peut modifier, ajouter, supprimer ou annuler tout ou partie des présentes Conditions générales à tout moment et sans préavis. Les présentes Conditions générales doivent être lues conjointement avec les General Conditions of Carriage, les Website Terms of Use et la Privacy Policy, qui sont intégrées aux présentes Conditions générales. 34. Malaysia Airlines peut annuler, résilier ou suspendre MHupgrade sans préavis, mais honorera les Upgrade Offers déjà acceptées. Une telle annulation, résiliation ou suspension ne donne pas au Passenger le droit de réclamer une indemnisation ou de présenter une réclamation à l’encontre de Malaysia Airlines, de ses agents ou de ses employés pour des pertes ou dommages directs ou indirects. 35. En soumettant une Upgrade Offer, le Passenger confirme avoir lu et compris les présentes Conditions générales et les accepter et approuver intégralement.

“Malaysia Airlines Flights” means flights operated by Malaysia Airlines and MASwings*, operated flights, except for Malaysia Airlines codeshare and Malaysia Airlines marketed flights which are excluded from this definition. “Malaysia Airlines Award Travel” means a Full Points or Points + Cash Award Travel flight redemption booking and ticket made on Malaysia Airlines flights. A “Full Points Award Travel Redemption Ticket” means the Award Travel is redeemed fully in Points excluding applicable taxes and surcharges which are to be paid by cash/credit card. A Full Points Award Travel can be redeemed on Malaysia Airlines flights or oneworld Airlines or Partner Airlines. Redemption on Malaysia Airlines flights can be done via the Enrich Online or MH.com website. Redemption on oneworld Airlines or Partner Airlines is only available at the Malaysia Airlines Contact Center and Ticket Offices. “Points + Cash Award Travel” is a redemption option that allows Enrich members to redeem flights with a combination of Enrich Points and cash/credit card. Malaysia Airlines Award Travel tickets can only be redeemed on Malaysia Airlines flights. The Malaysia Airlines Award Travel online redemption option is not available on Partner Airlines and/or oneworld Airlines. The Malaysia Airlines Award Travel redemption option is available online at Enrich Online, the Malaysia Airlines website and at the Malaysia Airlines Contact Center and Ticket Offices. Malaysia Airlines Award Travel redemption is subject to the Fare Conditions (including SST, where applicable) and may vary according to the fare class of travel. All Malaysia Airlines Award Travel redemption tickets must be on available and confirmed seat basis at the time of booking. Redemptions are not applicable for waitlist or open-dated tickets. All Malaysia Airlines Award Travel is subject to seats being available on eligible class(es) of travel on Malaysia Airlines flights. Malaysia Airlines reserves the right to change these class(es) without any prior notice. The following are excluded and cannot be booked with Points: (a) Fares with booking classes Q and G. (b) Codeshare flights and MASwings flights operated by DHT aircraft type. (c) Ancillaries such as seats, meals and insurance. The number of Enrich Points required to redeem a Malaysia Airlines Award Travel redemption vary. The fares and applicable fare conditions vary according to flight and seat availability, passenger demand, seasonality, and ticket conditions. The number of Points required for redemption depends on the Malaysia Airlines flights that member(s) choose and the applicable ticket conditions. Member(s) are guided to make an informed comparison, before deciding on the best option for their travel needs. The Malaysia Airlines Website will provide available fares at the time of seat availability check and the actual total Points or Points + Cash required will be reflected upon selecting and confirming the flights. The total fare shown after selecting the flights for the redemption, will apply. Notwithstanding anything to the contrary in these terms and conditions, the number of Points or Points and Cash payment required to obtain a Malaysia Airlines Award Travel redemption ticket are subject to change at any time, with or without prior notice. Accordingly, the number of Enrich Points and amount of money quoted on the website when booking a Points or Points + Cash Award Travel are only valid at the time quoted. If a booking is delayed or not completed when quoted, the number of Enrich Points and payment amounts quoted for the requested itinerary may change and the final fare shown after selecting the flights for the redemption will apply. These are the conditions for booking a Malaysia Airlines Award Travel ticket: (a) The booking can only be made at the time specified in the Fare Conditions and/or up to 04 hours before the scheduled departure of flights. (b) Some fare conditions may require an advance purchase period to be observed. (c) There shall be no fixed relationship or conversion between the cash fare charged for a seat and the Enrich Points required to redeem a Malaysia Airlines Award Travel ticket. The exact amount varies according to the applicable conversion rate at the time of booking. Fare Conditions for Malaysia Airlines Travel Award may be different to the fare conditions applicable to cash fares. Enrich members must log into his/her Enrich membership account online as part of the Points + Cash redemption booking and ticketing process. Malaysia Airlines Award Travel Redemption is available solely on applicable itineraries of Malaysia Airlines flights. Enrich members must have a minimum of 1,000 Enrich Points in their Enrich account to be eligible for Malaysia Airlines Award Travel option online. Enrich Points under the Malaysia Airlines Award Travel Redemption offer will be redeemed by sector, per member, from the respective membership accounts. Points + Cash Award Travel redemption for children aged two to 12 years and infants below 23 months are available in accordance with and as specified in the Fare Conditions for children and infant tickets. A member will earn Points for the cash value paid on the Points + Cash Award Travel redemption. Points cannot be converted to or exchanged for money. Malaysia Airlines Award Travel redemption is not applicable for group travel bookings involving ten or more passengers. Should a member wish to make any changes to an unutilised or partly utilised Malaysia Airlines Award Travel redemption ticket, it will be in accordance with the applicable Fare Conditions and these Terms and Conditions. Any payments involving changes to a Malaysia Airlines Award Travel Redemption except refunds must be paid with cash or credit card as specified in the Fare Conditions. For the purposes of calculating any such payments, the original fare or commercial ticket value (as referred to in the Fare Conditions) of the Malaysia Airlines Award Travel will be calculated as the remaining cash value of the unused ticket determined in accordance with the Fare Conditions. Malaysia Airlines Award Travel may be reissued only for travel on the same airline, by the same person and provided no part of the Malaysia Airlines Award Travel has been utilised. The fare conditions of the ticket, including any penalties or cancellation costs, as well as these terms and conditions, shall apply to Malaysia Airlines Award Travel. Subject to fare conditions, Malaysia Airlines Award Travel may be reissued for a higher fare class or cabin. Subject to the applicable fare conditions and these terms and conditions – any difference in fare, including any taxes, fees and carrier charges (including SST) at the time of reissuing the ticket will be required to be paid only for Malaysia Airlines Award Travel and in Points only for Partner Award Travel. It is strictly not allowed to reissue a ticket to a lower fare class. Change in destination to a completely unutilised/unused Malaysia Airlines Award Travel is allowed subject to the Fare Conditions. If the fare to the new destination is lower, the fare difference will not be refunded. Rerouting to a partly utilised/used Malaysia Airlines Award Travel ticket is not allowed. A Member is not allowed to redeem Malaysia Airlines Award Travel with Points or purchase the additional Points by cash or credit card. Redemption Upgrades are not allowed for Malaysia Airlines Award Travel tickets. Members are NOT allowed to combine Points from different accounts to redeem a Malaysia Airlines Award Travel ticket. The Enrich Points required for a Malaysia Airlines Award Travel redemption (or the Enrich Points required plus the amount of any cash payment required for Points + Cash option) shown at this website will not include taxes, fees and carrier charges (including SST). When redeeming the ticket, the Member will be required to pay in cash. The Member will also be required to pay any other fees, any additional local airport fees and charges collected at the time of check-in and any fees (and SST on those fees) payable that may not be part of the fare conditions of the Malaysia Airlines Award Travel redeemed. Points redeemed for a Malaysia Airlines Award Travel is not refundable to the original account nor can it be used in exchange for a different Award Travel. This applies regardless of whether the refund request is made before the Award Travel has been issued or whether the Award Travel is completely unused or partly used. However, the cash portion of a Points + Cash Award Travel is refundable by credit to the credit card used and will be subject to the Fare Conditions of the ticket on penalties or cancellation fees and these Terms and Conditions. If a flight involving a Malaysia Airlines Award Travel is cancelled and the applicable Fare Conditions state that the original fare may be applied as a credit toward the purchase of a new fare and that the original fare or commercial ticket value (as referred to in the Fare Conditions) is necessary for this purpose, then the original fare or commercial ticket value of the Malaysia Airlines Award Travel redemption ticket is required, unless otherwise specified in these Terms and Conditions. However, any Points that have expired will not be returned and will be lost. Enrich reserves the right to change the price of the Malaysia Airlines Award Travel ticket and/or the number of Enrich Points to be redeemed, or to impose additional restrictions with or without prior notice. In addition to the terms and conditions stated above, all other terms and conditions of online booking, e-ticketing, and any other applicable regulations will apply. If these terms and conditions are inconsistent with any other terms and conditions, the Malaysia Airlines Award Travel Flight Redemption terms and conditions will take precedence. The use of Enrich Points against this offer is subject to these terms and conditions and all other Enrich programme terms and conditions. The terms and conditions of the Enrich programme may change at any time with or without notice.

Extra Baggage refers to any additional baggage weight beyond the Free Baggage Allowance (FBA) that can be pre-purchased online up to twenty-four (24) hours before flight departure. Extra Baggage is available for all cabin classes and fare types on Malaysia Airlines flights, both domestic and international. It is not available for codeshare flights. Extra Baggage is available at the time of booking and post-booking (via Manage My Booking) through the Malaysia Airlines website and mobile web or application. It is also available 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). Extra Baggage is not available for the following passengers: un-ticketed passengers (e.g., those travelling on a cruise or packaged holiday who have not yet received confirmation of their ticket numbers from their agent), unaccompanied minors (children travelling alone), and passengers travelling on flights not operated by Malaysia Airlines, including flights operated by a codeshare partner. Malaysia Airlines applies a weight concept for checked baggage. Passengers may pre-purchase extra baggage weight allowance in units of 5kg up to a maximum of 30kg per flight per passenger. Extra Baggage purchased is non-transferable between passengers. Extra Baggage is non-refundable and non-exchangeable in any form for voluntary changes or cancellations. It is only refundable for involuntary changes or cancellations (i.e. flight cancellation, offloaded due to safety and security reasons, flight misconnection). Voluntary changes can be made through the Malaysia Airlines Call Centre and Ticket Offices. Extra Baggage can be carried over to a new flight without charge, subject to the following conditions. Changes must be made within the same booking reference (PNR). The itinerary must remain the same, with the same origin and destination. The flight(s) must be operated by Malaysia Airlines. Passenger details cannot be changed. The availability of space on the aircraft. If the passenger’s baggage weight exceeds the total Free Baggage Allowance (FBA) and the Extra Baggage purchased (if any), the additional baggage weight will be charged the standard Excess Baggage rate at the check-in counter. Upon check-in, any additional weight that remains unused from purchased Extra Baggage is non-refundable, non-transferable, and non-exchangeable in any form. For example, if the Free Baggage Allowance (FBA) is 20kg and the passenger purchases an extra 5kg of baggage, making a total of 25kg, but the passenger's actual total baggage is only 23kg, the remaining 2kg will be forfeited. Malaysia Airlines' General Conditions of Carriage for Passengers and Baggage is an integral part of these conditions. Please refer to the Baggage Policy as follows, https://www.malaysiaairlines.com/content/dam/mas/pdf/MAB_general_conditions_of_carriage.pdf Malaysia Airlines may not be able to provide the Extra Baggage allowance purchased for operational, safety, or security reasons, including flight exceeding weight allowance allowed. In such scenarios, Malaysia Airlines will provide a suitable alternative or provide a refund. Except for the agreed alternative or refund of the price for the Extra Baggage fee (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 extra baggage allowance. Malaysia Airlines reserves the right to modify these terms and conditions at its sole discretion, with or without prior notice.

1. Our Chef-on-Call service is only available on selected Malaysia Airlines operated flight. 2. Passengers must travel in Business Class or Business Suite Cabin Class on selected Malaysia Airlines-operated flight to enjoy this service. 3. Please note that the list of selected Malaysia Airlines-operated flights that offers Chef-on-Call service may be updated periodically. Malaysia Airlines reserves the right to add or remove flights from this list without prior notice. 4. The Business Class Chef-on-Call service is available for confirmed commercial tickets on outbound flights from Kuala Lumpur to the following destinations:

5. The Business Class Chef-on-Call service is available for orders via Manage Booking and meal orders must be placed at least 24 hours (GMT +8) before the scheduled departure time of the first flight in your itinerary. 6. You may place the order for your Chef-on-Call meal via the following methods: a) Online flight booking via malaysiaairlines.com b) Manage Booking on malaysiaairlines.com 7. Passengers will be served the standard meal on board if there is no meal pre-ordered or specified. 8. In the event of flight changes, a) If you would like to make any changes to your Business Class Chef-on-Call meal booking, you may do so via our Manage Booking tab for up to 24 hours before flight departure. b) If you change your flight or departure date, then your Chef-on-Call order may be cancelled. You will need to re-submit your order via manage booking within the stipulated timeframe. 9. Although you have pre-ordered a meal, Malaysia Airlines cannot guarantee fulfilment of your meal choice. 10. Flight interruptions due to schedule change or operational requirements may impact the availability of the Chef-on-Call service on your flight. 11. If Malaysia Airlines changes your flight or departure date, there is a possibility that your Chef-on-Call meal of choice may not be delivered to your new flight. However, the airline will make best effort to fulfil your order. 12. The Chef-on-Call meal is separate from the special meal options for dietary requirements. If you require a special meal order, please make this choice via Manage Booking – Special Dietary Meal. 13. If you have chosen a special dietary meal and it is loaded in your profile, you will be unable to pre-order your Business Class Chef-on-Call meal until the special dietary meal is deleted from your profile. If both orders show in your booking, the Business Class Chef-on-Call order will be cancelled, and the special dietary meal will be served. 14. Malaysia Airlines reserves the right to adjust and substitute ingredients or menu items that may become unavailable due to operational reasons. 15. Please be assured that all meals, including Chef-on-Call meals, served on board Malaysia Airlines are guaranteed to be halal. 16. If you have pre-ordered a meal but wish to make changes on board, please note that the cabin crew will be unable to accommodate requests for an alternative full meal. 17. The meal images provided are for illustrative purposes only and may not accurately represent the meals served on board. 18. Your pre-ordered Chef on Call meal will be served on the first main meal service during the flight. Please be mindful of your departure time before selecting your choice of meal.

1. Our Economy Pre-Order Meals (“EYPOML”) service is only available on selected Malaysia Airlines operated flight. 2. Please note that the list of selected Malaysia Airlines-operated flights that offers EYPOML service may be updated periodically. Malaysia Airlines reserves the right to add or remove flights from this list without prior notice. 3. Our EYPOML service is available for confirmed commercial tickets on outbound flights from Kuala Lumpur to the following destinations:

4 The EYPOML service is available via Manage Booking, and meal orders must be placed at least 24 (GMT +8) hours before the scheduled departure time of the first flight in your itinerary. 5. You may place your order for the EYPOML via the following methods: a. Online flight booking via malaysiaairlines.com b. Online Manage Booking on malaysiaairlines.com 6. If there is no meal pre-ordered, passengers will be served the standard meal onboard. 7. In the event of flight changes:    a. If you would like to make any changes after booking your EYPOML , you may do so via Manage Booking up to 24 hours prior to flight departure. b. If you change your flight or departure date, then your EYPOML order may be cancelled. You will need to re-submit your order via manage booking within the stipulated timeframe. 8. Although you have pre-ordered a meal, Malaysia Airlines cannot guarantee fulfilment of your meal choice. 9. Flight disruptions due to schedule change or operational requirements may impact the availability of the EYPOML service on your flight. 10. If Malaysia Airlines changes your flight or departure date, there is a possibility that your EYPOML of choice may not be delivered to your new flight. However, the airline will make best effort to fulfil your order. 11. The EYPOML is separate from the special meal options for dietary requirements. If you require a special meal order, please make this choice via Manage Booking – Special Dietary Meal. 12. If you have selected a special dietary meal and it is saved in your profile, you will not be able to pre-order another meal until the initial order is removed from your profile. In cases where multiple meal order areis present in your booking, the EYPOML order will be cancelled, and the initial special dietary meal will be served. 13. Malaysia Airlines reserves the right to adjust and substitute ingredients or menu items that may become unavailable due to operational reasons. 14. Please be assured that all meals, including EYPOML meals, served on board Malaysia Airlines are halal. 15. If you have pre-ordered a meal but wish to make changes on board, please note that the cabin crew will be unable to accommodate requests for an alternative full meal. 16. The meal images provided are for illustrative purposes only and may not accurately represent the meals served on board. 17. Your pre-ordered EYPOML meal will be served on the first main meal service during the flight. Please be mindful of your departure time before selecting your choice of meal.

1. Our Special Dietary Menu is only available on selected Malaysia Airlines international flights. 2. The list of selected flights is subject to change, and Malaysia Airlines reserves the right to add or remove selected flights without prior notice. 3. Meal orders must be placed at least 24 hours before the scheduled departure time of the first flight in your itinerary. 4. You may place your order for a Special Dietary Meal via the following methods. a) Online flight booking on malaysiaairlines.com b) Manage Booking on malaysiaairlines.com c) Malaysia Airlines Global Customer Contact Centre – Call us at 1300 88 3000 (within Malaysia) or +603 7843 3000 (out of Malaysia) 5. If your return flight is scheduled more than 30 days from your departure date, you may place your order via email to [email protected] (Monday - Friday, 0800hrs - 1700hrs, Malaysia Time GMT+8). 6. If no pre-booked meal(s) are available, you will be served the pre-arranged meal(s) based on your cabin class. 7. Your Special Dietary Meal will be served as the main course of your in-flight menu, replacing the pre-arranged cabin class meals on board. 8. In the event of flight changes: a) If you would like to make changes to your Special Dietary Meal booking, please email [email protected] (Monday - Friday, 8.00am - 5.00pm, Malaysia Time GMT+8) at least 10 working days prior to your departure. 9. If you change your flight or departure date, your Special Dietary Meal order may be cancelled. You will have to resubmit your order via Manage Booking or contact the Global Customer Contact Centre. 10. The meal images provided are for illustrative purposes only and may not accurately represent the meals served on board. 11. Flight interruptions due to schedule changes or operational requirements may impact the availability of this service on your flight. 12. If Malaysia Airlines changes your flight or departure date, there is a possibility that your chosen Special Dietary Meal may not be available on your new flight. Please be assured that we will make our best effort to fulfil your order. 13. Malaysia Airlines reserves the right to make changes and substitute ingredients or menu items that may become unavailable due to operational circumstances. 14. All meals served on Malaysia Airlines-operated flights are halal. 15. It is the responsibility of the passenger to inform the airline of any allergies, meal requirements, or dietary restrictions. The passenger agrees to indemnify and hold Malaysia Airlines harmless from any liability arising from failure to provide such information. 16. This service will be provided at no additional cost to the passenger. The airline shall not be liable for any expenses, damages, or losses arising from the provision or non-provision of this service. 17. Passengers adhering to halal dietary requirements flying with Malaysia Airlines codeshare partners are advised to request Muslim Meals (MOML). 18. If you require a Special Dietary Meal, please refer to the list of flights and accompanying meals below.

All A350-XWB and selected A330 aircraft operated by Malaysia Airlines is equipped with MHconnect Wi-Fi and mobile roaming service. MHconnect is a chargeable service for all cabin classes (Business Suite, Business and Economy Class). Your phone will be automatically connected to the Mobile Roaming Network. If you do not wish to connect to mobile roaming on the plane, please turn off your phone and data roaming. Roaming charges for text messages, voice calls, and other data services are determined by your local mobile service provider. To get the most out of your mobile data and Wi-Fi, please turn off any automatic downloads or updates on your phone before using MHconnect. Please note that the internet connection speed and capacity in the cabin varies from what is available on the ground. Malaysia Airlines does not guarantee that in-flight connectivity will be fault-free, and may suspend services at any time during the flight for security or other reasons. Malaysia Airlines shall not be held responsible for any loss of data or damage to a passenger’s devices. Refunds will be considered on a case-by-case basis. MHconnect can be purchased on board the flight by either cash or credit card only. If you are experiencing any issues, please email [email protected] or call 1300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia).

We have enhanced our current operational procedures and policies to ensure the safe, convenient, orderly, and timely embarkation and disembarkation of all our passengers with reduced mobility, as follows: Wheelchair requests must be made at least 48 hours prior to departure through our Global Customer Contact Centre, Ticket Office, and/or Malaysia Airlines appointed travel agents. Wheelchair service is provided at no extra cost. The airline cannot guarantee the service if your request is made outside the timeline stated. For countries with specific and/or applicable regulatory requirements governing the general handling of PRM, the country's local law shall apply and supersede any part of our wheelchair service policy that may contradict such a law.

Fare Freeze is a service enabling passengers to reserve flight tickets by paying an upfront fee or deposit. It includes a holding time limit to secure preferred ticket fares. Fare Freeze is exclusively available online for selection at the time of booking and available for completion post-booking (via Manage My Booking) through the Malaysia Airlines website and mobile web or application. It is not available through Malaysia Airlines Call Centre or Ticket Offices. Fare Freeze is available for all cabin classes and fare types on selected Malaysia Airlines flights, both domestic and international. It is not applicable to codeshare flights. Fare Freeze is available up to fourteen (14) days before departure and the holding time limit is seventy-two (72) hours upon booking creation. If the ticket fare has a time limit of twenty-four (24) hours (e.g., promotion fares), the Fare Freeze holding time limit will match the ticket fare time limit. If the full payment of the fares is not paid within the Fare Freeze holding time limit, the held fares will be released and the Fare Freeze fee will not be refunded. Extension of payment deadline for Fare Freeze is strictly not permitted. Quoted fees are on a per-sector, per-passenger basis and will be in the local currency for the applicable Point-of-Sale (POS). The fees are also subject to applicable Sales and Service Tax (SST). Fare Freeze is non-refundable, non-transferable between flights or person, and non-exchangeable in any form for voluntary changes or cancellations. For involuntary changes or cancellations, such as flight cancellations or disruptions, passengers can choose to rebook at no charge, or cancel and receive a refund. Except for the option to rebook at no charge or refund of the Fare Freeze fee (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 such involuntary changes or cancellations. Malaysia Airlines shall not be liable for any difference of pricing as a result of rebooking. Malaysia Airlines reserves the right to modify these terms and conditions at its sole discretion, with or without prior notice.

Malaysia Airlines lounge refers to the following: Kuala Lumpur International Airport (KLIA) Golden Lounge (Domestic, Regional, Satellite), Kota Kinabalu International Airport (KKIA) Domestic Lounge, and Kuching International Airport (KIA) Domestic Lounge. Access to the lounge is available for online purchase for all Malaysia Airlines flights departing from Kuala Lumpur (KUL), Kota Kinabalu (BKI) and Kuching (KCH). The applicable lounges are as follows: KLIA Golden Lounge Domestic for domestic flights from KUL KLIA Golden Lounge Regional for international flights from KUL KLIA Golden Lounge Satellite for international flights from KUL KKIA Domestic Lounge (Travel Club Lounge) for domestic flights from BKI KIA Domestic Lounge (Travel Club Lounge) for domestic flights from KCH Online purchase for Lounge Access is available up to sixty (60) minutes before flight departure and applicable to all Economy fare brands; Lite, Basic and Flex. Online purchase for Lounge Access is available 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). Online purchase for Lounge Access is not available for the following. All un-ticketed and standby passengers. Business Suite or Business Class passengers, as access is complimentary for these cabin classes. Malaysia Airlines Platinum, Gold, and oneworld Emerald, Sapphire members, as access is complimentary for these Frequent Flyer Programme tiers. Passengers with all types of redemption tickets. Group bookings (more than nine (9) persons). Passengers travelling on flights not operated by Malaysia Airlines or flights operated by a codeshare partner. Tickets issued on other airline documents for Malaysia Airlines operated flights. Lounge Access is purchased on an individual basis, restricted to one-time entry per passenger for a maximum duration of three (3) hours before flight departure. The lounge access will be indicated on the boarding pass with the 'LOUG' indicator. Lounge Access purchased is non-transferable between passengers. Lounge Access purchased is non-refundable and non-exchangeable in any form for voluntary changes or cancellations. It is refundable for involuntary changes or cancellations (i.e. flight disruptions causing insufficient time between connecting flights). Infant passengers will receive complimentary lounge access when accompanied by an adult with access. In the event Malaysia Airlines is not able to provide the purchased lounge access for any other reason whatsoever, Malaysia Airlines will provide a suitable alternative or provide a refund. Except for the agreed alternative or refund of the price for the Lounge Access fee (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 purchased Lounge Access. Malaysia Airlines reserves the right to modify these terms and conditions at its sole discretion, with or without prior notice.

This offer is only valid for Malaysia Airlines ticketed passengers, regardless of class of travel. The access pass must be used on the date of purchase. Passengers will only be allowed access on the date of departure. Each walk-in access purchase is valid for one passenger only. Walk-in access can only be used at the Malaysia Airlines Golden Lounge where it is purchased, and will not enable lounge-hopping. Passengers will gain access to the Business Class Lounge section at the Golden Lounge Satellite, KLIA where applicable. Fees are non-refundable and non-transferable. No overnight stay is allowed. Ticket holders on foreign carrier or code share flights are not allowed to purchase the walk-in access pass. The charges structure for the Golden Lounge Walk-In Access is a standard charge that applies to all Malaysia Airlines passengers. No special rates will be given to Enrich members, but points will be earned as per Enrich terms and conditions. Payments can only be made via Credit Card or Debit Card. Cash payments are not accepted. All prices quoted are in Malaysian Ringgit (MYR) and Domestic stations are subjected to SST. Children aged 2 to 12 years old will be charged 50% of the published rates for their selected Lounge. Infants below 2 years old will be given complimentary access. Walk-in access pass can be purchased at any Malaysia Airlines Golden Lounge in KLIA, Kota Kinabalu, or Kuching. The access pass can be purchased 60 minutes or more before the scheduled time of departure.

General 1.1. These terms and conditions (“Terms”) shall govern and apply to your purchase and/or use of gift cards by Malaysia Airlines Berhad (Company No: 201401040794 (1116944-X)) which business address is Level 1, Administration Building, South Support Zone (SSZ), Kuala Lumpur International Airport – KLIA, 64000 Sepang, Selangor Darul Ehsan, Malaysia (“Malaysia Airlines”). For the purpose of these Terms, "We", "Our" and "Us", refers to Malaysia Airlines. Please read and fully understand these Terms carefully before purchasing and/or using the MHgiftcard (as hereinafter defined). 1.2. By purchasing, using and/or attempting to use the MHgiftcard (as hereinafter defined), you shall indicate your agreement to be bound by these Terms and all other terms and conditions and policies (including our privacy policy ) pertaining to the purchase and/or use of the MHgiftcard (as hereinafter defined) and your consent to the processing of your personal data as described in the Privacy Policy linked herein. 1.3. In these Terms, the following terms shall have the respective meaning as defined hereunder, unless the context otherwise requires: “Customer”, “you” and “your” means the person or legal entity identified as the purchaser and/or user (wherever applicable) of the MHgiftcard. “Date of Issuance” means the date of the issuance of the MHgiftcard by Malaysia Airlines or its appointed agent/ partner. “Expiration Date” means the last date on which the Customer can use or redeem the MHgiftcard. “MHgiftcard” means the digital card by Malaysia Airlines that can be purchased online at https://vouchers.malaysiaairlines.com/en-gb/gift-cards . “Voucher” means the compensation voucher and/or residual value voucher offered by Malaysia Airlines. Purchase 2.1. MHgiftcards can be purchased online at https://vouchers.malaysiaairlines.com/en-gb/gift-cards . The MHgiftcards are issued and/or generated by our partner Qwikcilver Solutions Pvt. Ltd. 2.2. Payment for the MHgiftcard can be made by the Customer in full with the following payment cards: Visa, MasterCard and American Express. All payments via the payment cards mentioned above are subject to the approval of the payment card company and the relevant paying bank. Malaysia Airlines shall not be liable in any way if the payment card company or the paying bank refuses to process or accept any payment card or payment card particulars for any reason. Any bank charges or fees, whether imposed by the remitting or receiving bank shall be borne by the Customer. 2.3. Payment by cash or using MHgiftcard or any other gift card will not be accepted. 2.4. You can purchase up to ten (10) MHgiftcards in a single purchase transaction. Each MHgiftcard can be purchased for a specific value denomination amount in Ringgit Malaysia (RM), the amount of which shall be as prescribed on the MHgiftcard purchasing page; or at a specific amount within the minimum and maximum amount allowed on the MHgiftcard purchasing page. The minimum and maximum allowed amounts may vary depending on the type of MHgiftcard. 2.5. The MHgiftcard can be purchased for any person provided that the recipient of the MHgiftcard has a valid email address. 2.6. Upon successful payment made for the MHgiftcard, the Customer or the recipient of the MHgiftcard (whichever applicable) will receive an email confirming the purchase and payment of the MHgiftcard together with the selected MHgiftcard image and its purchased value. The email will also include the designated number of the MHgiftcard, its respective PIN code, and the link to these Terms and Malaysia Airlines Privacy Policy . 2.7. There may be a delay with the MHgiftcard activating in the system upon it being purchased, during which the MHgiftcard cannot be used for redemption. The delivery of the email may take up to 24 hours. 2.8. If you have selected “Delivery for later”, the MHgiftcard will only be delivered on the date that you have selected. You can schedule the delivery of the MHgiftcard for up to sixty (60) days before the selected delivery date. Terms of Usage 3.1. The MHgiftcard once issued is non-refundable and cannot be paid out in cash, or transferred against value, under any circumstances. It will also not be replaced if lost or stolen. Any further sale of the MHgiftcard shall not be permitted. 3.2. The MHgiftcard can be used multiple times within its validity period until the total value of the MHgiftcard has been fully used or redeemed. 3.3. The MHgiftcard will be valid for a period of one (1) year from the Date of Issuance. The MHgiftcard must be utilised prior to or on the Expiration Date, after which, the MHgiftcard shall be invalid. The MHgiftcard, its value or remaining value cannot be renewed, extended or reactivated, nor can any unused remaining balance on the MHgiftcard be claimed or redeemed for cash once expired. No refunds or credit note shall be issued for the unused value amount of the MHgiftcard. 3.4. An MHgiftcard cannot be redeemed for the purchase of another MHgiftcard. 3.5. No variation, amendment or change to the terms of usage of the MHgiftcard can be made unless agreed into in writing by Malaysia Airlines. Redeem your MHgiftcard 4.1. An MHgiftcard can only be used or redeemed for the online purchase of flight ticket(s) from https://www.malaysiaairlines.com and on the Malaysia Airlines Mobile App. You cannot book or purchase any package(s) or other stand-alone services other than flight(s) available on the aforementioned platform. 4.2. To use or redeem the MHgiftcard, you are required to enter the assigned MHgiftcard number and PIN code in the respective fields before proceeding to the payment page. 4.3. The MHgiftcard can be used or redeemed until its Expiration Date as specified in the email in which the MHgiftcard was sent. The MHgiftcard shall expire on the Expiration Date stated therein by 23:59 UTC. You must also ensure that the flight which the MHgiftcard is used or redeemed to purchase must depart before the Expiration Date. 4.4. The MHgiftcard cannot be combined or jointly redeemed with other promotional code(s) and gift card(s) or Voucher(s). 4.5. Any purchase of Malaysia Airlines travel insurance may also not be possible if payment for your flight ticket is made using the MHgiftcard. 4.6. The redemption of the MHgiftcard may be restricted for specific days, known as blackout dates. If you have a departure or the arrival date on any one of these dates, you will not be able to redeem your MHgiftcard for that specified period. These blackout dates can be verified in the Check Balance section on https://vouchers.malaysiaairlines.com 4.7. The MHgiftcard amount will be applied to the total flight fare (fare, taxes and extra services) if selected. 4.8. Utilisation of the MHgiftcard must be either a full redemption or a combination of the MHgiftcard with a payment card or other accepted MHgiftcard. Payment by credit card or other accepted MHgiftcard is required for any purchase costing more than the MHgiftcard’s value. If there is any credit left in the MHgiftcard after your transaction, the value of the MHgiftcard will be adjusted and will remain valid under the same conditions (no refund or extension possible). 4.9. You can use up to two forms of payment for one purchase, combining the MHgiftcard and any accepted credit card(s). 4.10 MH Gift Card can only be used for transactions in a single currency and is not compatible with the Multi-Currency Payment (MCP) feature. 4.11 MH Gift Card can only be used to pay for tickets in the same currency. Liability and risk of loss 5.1. The risk of loss and title for the MHgiftcard shall pass to the Customer or the recipient of the MHgiftcard (whichever applicable) upon electronic transmission of the MHgiftcard to the Customer or the recipient’s designated email. We accept no liability for errors in the email address provided to us at purchase of the MHgiftcard. 5.2. Malaysia Airlines is not responsible if any MHgiftcard is lost, stolen, destroyed or used without the Customer’s or recipient’s permission. Neither Malaysia Airlines nor Malaysia Airlines’ agent, employee or representative is obligated to ask that a person presenting the MHgiftcard identify him- or herself. Miscellaneous 6.1. Malaysia Airlines reserves the right at its absolute discretion and without liability to modify and otherwise change these Terms at any time without prior notice. If the Customer purchases or uses the MHgiftcard after incorporation of the amended Terms, the Customer is deemed to have accepted such variations. If the Customer does not accept the variations, the Customer must not purchase and/or stop using the MHgiftcard and terminate these Terms. 6.2. These Terms constitute the entire and only understanding between Malaysia Airlines and you, and replace any prior understandings or agreements (whether oral or written) relating to the subject matter hereof. Neither you nor Malaysia Airlines shall be bound by any express tacit or implied representation, warranty, promise or the like not recorded herein. 6.3. The failure of Malaysia Airlines to exercise any of its rights shall not be construed as a waiver or relinquishment of the future performance of any of its rights, and your obligations with respect to such future performance shall continue in full force and effect. 6.4. If any clause contained in these Terms becomes void, unenforceable or prohibited in any jurisdiction, this will not affect the validity and enforceability of the other clauses in these Terms, or of these same clauses in other jurisdictions. In such cases, Malaysia Airlines and you agree to replace the clause that is void, unenforceable or prohibited with a valid, enforceable clause in the spirit of the original. 6.5. These Terms are drafted in English. If translated into a language other than English for any purpose, the English version shall prevail and be paramount in the event of any differences, questions or disputes concerning the meaning, form, validity, or interpretation of these Terms. 6.6. These Terms shall be governed by and construed in accordance with the laws of Malaysia. To the extent permitted by law, you agree to submit to the exclusive jurisdiction of the courts of Malaysia for the settlement of any dispute which might arise as a result of or in connection with these Terms. 6.7. These Terms shall be read in conjunction with our General Conditions of Carriage, Privacy Policy, Cookie Policy and Terms of Use. 6.8. Malaysia Airlines will not be held responsible for any typographical errors or misprint under these Terms. 6.9. Malaysia Airlines shall have the absolute full rights and be entitled to cede, assign and delegate all or any of its rights and obligations in terms of any relevant terms and conditions, policies and notices to any third party. 6.10. Malaysia Airlines may, without prior notice to you, immediately terminate these Terms. The termination however shall not affect or prejudice any previously accrued rights or liabilities. In the event that you are dissatisfied with these Terms or with any terms, conditions, rules, policies, guidelines, or practices of Malaysia Airlines, your sole and exclusive remedy is to discontinue purchasing and/or using the MHgiftcard and/or any other services provided therein.

Our MHcheckout is a secured payment channel that can be used for flight bookings and/or service purchases through Malaysia Airlines Berhad (“MH”)’s Global Customer Contact Centre, Social Media Customer Support via Twitter and Facebook and Malaysia Airlines Ticketing Offices. MHcheckout cannot be used for the purchase of the following: (a) Travel Insurance (b) Book Now, Pay Later bookings (c) Promo Codes (d) MH E-Vouchers (e) Enrich Redemptions (f) Group Bookings Once a booking is made by a passenger, a payment link will be sent to the passenger via the passenger’s email and/or mobile number registered during the booking process. The payment link will remain active and valid for up to four hours from the time the email and/or SMS is sent to the passenger or the Ticketing Time Limit, whichever is earlier. Ticketing Time Limit is the duration set by Malaysia Airlines reservation system for bookings to be ticketed. If payment is not received by Malaysia Airlines within the stipulated time, the payment link will expire and the passenger’s booking and/or purchase of services will be automatically cancelled. No request for extension of time to make payment will be entertained. A new booking and/or purchase will need to be made or the passenger may contact Malaysia Airlines to request again for the intended services. For booking of flights made two (2) hours before flight departure, passengers must complete the payment before the Ticketing Time Limit, otherwise the booking will be automatically cancelled and passengers will need to make another booking on a new date/time. Cancellation of bookings and purchases pursuant to the above can be made by Malaysia Airlines without any prior notice. For the avoidance of doubt, such cancellations by Malaysia Airlines shall not entitle the passenger to any claim or compensation against Malaysia Airlines, its agents and employees for all losses or damages suffered or incurred by the passengers as a direct or an indirect result of the cancellation. Fares and taxes will be quoted and charged in the currency displayed in the fare quote. Credit cards issued by Visa, MasterCard, American Express and other modes of payment such as Internet Banking and e-Wallets are available via MHcheckout. If a new booking is disrupted by any flight cancellation by Malaysia Airlines, Malaysia Airlines fare rules and general conditions of carriage will apply. Malaysia Airlines shall not be liable in any way whatsoever for any disruption during the MHcheckout transaction, whether due to technical problems or otherwise, which is beyond its reasonable control. In the event of any disruption, reasonable effort shall be used to remedy the disruption and resume the purchased product transaction on a fair and equitable basis. If passengers encounter any issues such as booking cancellation, payment not being captured or any other technical issues, passengers may reach Malaysia Airlines at 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia). For any changes to the booking and/or purchase after payment has been made and ticket(s) issued (where applicable), additional fees may apply as per the fare rules of the booking. Malaysia Airlines will not be liable or responsible for any payment failures due to issues at the credit or debit card company, paying bank or e-Wallet service provider due to any technical or non-technical reasons such as insufficient funds, non-receipt of OTP etc. Passengers are encouraged to contact the credit or debit card company, paying bank or e-Wallet service provider for assistance. Credit/Debit Card - All payments via credit or debit card are subject to the approval of the credit or debit card company and the relevant paying bank. Malaysia Airlines shall not be liable in any way if the credit or debit card company or the paying bank refuses to process or accept any payment for any reason. Online Banking – The Passenger shall transfer the total purchase price for the booking and/or purchase (including any applicable taxes, fees, charges and shipping costs) to Malaysia Airlines account. e-Wallet – The Passenger may select his/her preferred e-Wallet from the e-Wallet service provider made available on MHcheckout to make payment to Malaysia Airlines. The Passenger is required to have a registered e-Wallet account with enough balance with the selected e-Wallet service provider to use this payment method on MHcheckout. Malaysia Airlines may, at its sole discretion and at any time, refuse any of the above-mentioned payment methods and/or modify or discontinue, temporarily or permanently, any payment method without notice or giving any reason. The Passenger may not claim against Malaysia Airlines for any failure, disruption or error in connection with the chosen payment method. Unless otherwise expressly agreed to by Malaysia Airlines, any bank charges or fees, whether imposed by the remitting or receiving bank, shall be borne by the passengers. Malaysia Airlines reserves the absolute right at its sole discretion to vary or amend any of the terms and conditions herein at any time, without any prior notice. These Terms and Conditions shall be governed and construed in accordance with the laws of Malaysia, and the courts of Malaysia shall have exclusive jurisdiction to adjudicate any dispute which may arise in relation thereto. Any typographical error, inaccuracies, or omissions that may relate to product description, pricing, availability and contents on MHcheckout shall be subject to correction without any notice and liability on the part of Malaysia Airlines. If any provision of these Terms and Conditions is held invalid, unenforceable or illegal for any reason, these Terms and Conditions shall remain otherwise in full force apart from such provision, which shall be deemed, deleted. No failure on the part of Malaysia Airlines to exercise, and no delay on its part in exercising, any right or remedy under these Terms and Conditions will operate as a waiver thereof, nor will any single or partial exercise of any right or remedy preclude any other or further exercise thereof or the exercise of any other right or remedy.

Your MH E-vouchers are converted from purchases of MH open tickets issued for travel from 1 January 2020 to 31 August 2021. The MH E-vouchers are a new form of payment that can be used for flight bookings and in-flight services redeemable via the Malaysia Airlines website and mobile application. Your MH E-voucher is non-transferable and non-refundable and accepted according to its validity and value shown here . You may use your MH E-vouchers for any Cabin Class on board all Malaysia Airlines and MASwings operated flights, Codeshare and Interline Partners flights booked on the Malaysia Airlines website or mobile app. The MH E-vouchers cannot be used to pay for flight ticket changes. An MH E-voucher cannot be used for bookings made via our Contact Centre, ticket offices, travel agents or any other on-ground channels. MH E-vouchers are not applicable with the purchases of bookings with: (a) Travel Insurance (b) Book Now Pay Later deals (c) Promo Codes (d) Multi-currency Payment (MCP) (e) Enrich points redemption plans The usage of the MH E-vouchers is specifically for flight tickets and services, paid with the same currency. You are allowed to use your MH E-vouchers when booking for another person in your travelling party only if you are in the same booking order. For successful redemption of your MH E-vouchers, your entire journey must be completed on or before the voucher expires i.e., on 15 January 2023. You can redeem the same MH E-Voucher multiple times provided there is sufficient value stored in it and you are allowed to combine up to three MH E-vouchers in a single transaction. If the MH E-voucher amount is insufficient for full redemption on your bookings, the remaining amount can be settled via credit card. Your unutilised MH E-vouchers are non-refundable after its expiry date. Should a new ticket be issued for refund, the amount paid using the MH E-voucher will be refunded to the original MH E-voucher. If a new booking is disrupted by a flight cancellation, the standard Malaysia Airlines disruption policy shall apply. Malaysia Airlines reserves the absolute right at its sole discretion to vary or amend any of the terms and conditions herein at any time, without any prior notice. Consent to Transfer and Use: The individual making the purchase using the MH E-voucher has further acknowledged and agreed that by providing Malaysia Airlines with any personal or proprietary information, the individual hereby expressly give their consent to the transmission of such personal or proprietary information over international borders for the purpose of processing the relevant transactions. The individual hereby gives their further consent to the use of such personal data on an anonymised basis for statistical objectives. Malaysia Airlines shall not be liable in any way whatsoever for any disruption during the MH E-voucher transaction, whether due to technical problems or otherwise, which is beyond its reasonable control. In the event of any disruption, reasonable effort shall be used to remedy the disruption and resume the purchased product transaction on a fair and equitable basis. Malaysia Airlines reserves the absolute right to cancel, terminate or suspend the usage of MH E-vouchers without prior notice. For the avoidance of doubt, any cancellation, termination, or suspension by Malaysia Airlines shall not entitle the individual making the purchase or any Enrich member to any claim or compensation against Malaysia Airlines, its agents and employees for any and all losses or damages and any consequential damages thereof suffered or incurred as a direct or an indirect result of the act of cancellation, termination or suspension thereof. The Terms and Conditions herein shall be construed, governed, and interpreted in accordance with the laws of Malaysia. The individual making the purchase agrees to submit to the exclusive jurisdiction of the Courts of Malaysia on all matters arising from this MH E-voucher transaction. Malaysia Airlines reserves the absolute right to reserve or remove any MH E-voucher converted incorrectly or not in accordance with these Terms and Conditions at any time without prior notice. By participating in a transaction using an MH E-voucher, it shall be deemed that the individual making the purchase has read and agreed to be bound by these Terms and Conditions. Any breach of these Terms and Conditions may, at Malaysia Airlines’ absolute discretion, result in forfeiture of any of points purchased. In the event of any issues regarding conversion from an e-ticket to an MH E-voucher, you may reach out to our Customer Service team by filling up this form . If an original ticket which was converted to an MH E-voucher is eligible for a one-time fare difference waiver as per the MH Commercial Waiver Policy, please call our contact centre for assistance in accessing this benefit. A one-time fare difference waiver can be available only when the MH E-voucher is fully unutilised.

Contributions made to WWF-Malaysia’s Gaharu Project are tax-deductible. WWF-Malaysia will issue the tax-deductible receipts for donations on a quarterly basis. In the event of flight ticket changes or cancellations, donations are not refundable. Donations are not exchangeable. Donations are not available on codeshare and interline flights. General enquiries on donations to WWF-Malaysia's Gaharu Project can be channeled through email to: [email protected] The Gaharu Project Contribution Ancillary is only available on Point of Sales in Malaysia and segments departing from Malaysia. The Gaharu Project Contribution Ancillary is applicable for Adult, Children and Student passengers. The donations are not available on the ‘Manage Booking’ tab . The passenger info shared between Malaysia Airlines and WWF-Malaysia is strictly for tax exemption purposes. The WWF-Malaysia Gaharu Project tax exemptions are applicable for Malaysian nationals only. After purchasing the donation ancillary, passengers are required to fill in the details form to be eligible for tax exemption: https://forms.malaysiaairlines.com/221700524921042 Malaysia Airlines reserves the absolute right at its sole discretion to vary or amend any of the terms and conditions herein at any time, without any prior notice.

This solution is delivered by Chooose, a Malaysia Airlines partner. For a full list of the General Terms & Conditions please visit: Chooose portal For further inquiries or questions, email support at [email protected].

“Malaysia Airlines” means Malaysia Airlines Berhad (Company No. 201401040794 (1116944-X)) having its registered office at 1st Floor, Administration Building, Southern Support Zone, Kuala Lumpur International Airport, 64000 Sepang, Selangor, Malaysia) and its permitted assigns and successors. “Passenger” means an individual who has purchased a ticket for a Malaysia Airlines flight operated by Malaysia Airlines. “Upgrade” means a change in class from the class of service that was originally purchased for travel with Malaysia Airlines to one class of service higher. “Last Minute Upgrade” means an upgrade purchase made by Passenger within 03 hours priors to flights departure at Malaysia Airlines Ticket Counter or Malaysia Airlines check-in counters together with a minimal upgrade fee IN ADDITION to the fare paid for the ticket and EXCLUDES payment card issuer and bank-related fees or charges, taxes payable at the airport, all of which shall be borne by Passenger. 1. The following Terms and Conditions will apply to Last Minute Upgrade purchase for upgrading Passenger’s flight ticket issued on Malaysia Airlines’ document number 232, and on services operated by Malaysia Airlines for flights with carrier code “MH”. 2. Malaysia Airlines reserves the right in its absolute discretion and without prior notice to determine, change and not disclose the factors, conditions and rules relating to the eligibility for Last Minute Upgrade offer, which may vary from time to time. The following shall NOT be eligible for Last Minute Upgrade purchase: (a) Bookings with unaccompanied minor, (c) Bookings with wheelchair, (d) Charter flights bookings. 3. Last Minute Upgrade is available for both Domestic and International flights operated by Malaysia Airlines. 4. Passengers may only purchase one Last Minute Upgrade per eligible flight segment, and only for passengers listed under the same Passenger Name Record (PNR) as the original booking. The upgrade may only be purchased once per passenger name. 5. Last Minute Upgrades are only permitted to the next immediate higher cabin class, subject to seat availability. Upgrades that bypass an intermediate cabin class (e.g., Economy Class to Business Suite) are not allowed under any circumstances. 6. By purchasing Last Minute Upgrade (a) a person confirms that he or she has reached the legal age of majority in their country of residence at the time the Upgrade offer is submitted; (b) Passenger shall be deemed to have the authority to act on behalf of and to bind the person or persons named or included on the Upgrade offer to these Terms and Conditions and (c) Passenger shall be at airport within 3 hours of flight departure. 7. The Last-Minute Upgrade requires a payment applicable from Economy Class to Business Class or Business Class to Business Suite only. 8. For the Passenger to be able to purchase Last Minute Upgrade, Passenger must first purchase a confirmed ticket (“Ticket”) for traveling on Economy Class or Business Class subject to Terms and Conditions in Paragraph 1. 9. Passengers with Ticket will have the option of checking on the eligibility of their flight segment(s) at Malaysia Airlines Ticket Counter or Malaysia Airlines check-in counters. 10. Up to 3 hours before Passenger’s segment departure time, Passenger may purchase Last Minute Upgrade for each eligible segment and provide Passenger’s payment card details or by cash. After completion of the information and confirmation of the information by Passenger, the Last-Minute Upgrade will be considered for a purchase, subject to these Terms and Conditions and seat availability. Passenger shall receive an email confirming their Last Minute Upgrade is successfully purchased. 11. Any applicable pre-payable taxes and fees for the Upgrade and the total amount payable will be displayed (“Total”). Taxes to be collected at airports or its equivalent, payment card issuer and bank-related fees and charges are not included and shall be borne by Passenger. a. Effective 1 September 2018, the rate for Malaysian Sales & Service Tax (SST) of all offers involving travelling on Domestic sectors only shall be at six percent (8%). b. Effective 1 September 2019, the Malaysian Departure Levy (MDL) will be imposed to all international outbound flight from Malaysia. The MDL for Business Class is RM50 for outbound destinations to ASEAN countries and RM150 for outbound destinations to non-ASEAN countries. For ticket(s) where MDL Economy has been paid, the tax difference for an upgrade from Economy Class to Business Class will be charged at RM42 for outbound destinations to ASEAN countries and RM130 for outbound destinations to non-ASEAN countries. The MDL will be charged in addition to your Upgrade offer price. Taxes paid are non-refundable. 12. Malaysia Airlines reserves the right, in its sole discretion, to decide whether to accept Passenger’s Last Minute Upgrade offer, and it makes no representation that any Passenger will be upgraded regardless of whether seats are available in the class of service for which a Last Minute Upgrade is being made. 13. Subject to Passenger’s payment type, acquiring bank and issuing country, Passenger may receive a notification during processing of the Last-Minute Upgrade, that the total offered amount has been charged to Passenger’s card. Once the Last-Minute Upgrade purchase is confirmed, and payment is debited from Passenger’s nominated payment card when Passenger receives all of the following: a. A Miscellaneous Electronic Document receipt (EMD) with the additional upgrade amount is issued to each passenger included in Passenger’s original flight booking. 14. Acceptance of Passenger’s Last Minute Upgrade purchase i.e., Electronic Miscellaneous Document Receipt (EMD) will be sent to Passenger’s email address upon confirmation. 15. The 6-character Malaysia Airlines Booking Reference is supplied to Passenger at the time Passenger books a Malaysia Airlines flight and is printed on the Ticket. Passenger may use the Booking Reference to check eligibility for Last Minute Upgrade at Malaysia Airlines Ticket Counter or Malaysia Airlines Check-In counter. The Booking Reference provided must always be kept confidential by the Passenger and Passenger must not share their Booking Reference and Passenger is solely responsible for protecting it against improper or unauthorized use. 16. Malaysia Airlines does not guarantee specific seat assignments to Passengers whose Last-Minute Upgrade purchase are confirmed and upgraded. 17. All personal costs and/or other costs incurred to purchase the Last-Minute Upgrade are at Passenger’s sole responsibility and own costs. 18. There will be no refund, credits, or exchanges once Passenger’s Last Minute Upgrade purchase has been accepted by Malaysia Airlines and Passenger’s nominated payment has been charged. 19. Last Minute Upgrade is strictly non-transferable. 20. No Enrich Points will be awarded on the amount (fare) paid for the Last-Minute Upgrade for the respective sectors. 21. Once passengers receive the confirmation email signifying acceptance of Passenger’s Last Minute Upgrade purchase, 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. 22. In the event of a change which necessitates Malaysia Airlines to re-accommodate Passenger on to another Malaysia Airlines flight for whatever reason(s) other than for reasons attributable to Passenger’s fault, actions or omissions, any Last Minute Upgrade purchase made in relation to the original booking may at the discretion of Malaysia Airlines be transferred to the new flight(s), subject to availability of seats in the upgraded class. If Passenger’s booking is transferred to a flight operated by an airline other than Malaysia Airlines, Malaysia Airlines does not guarantee an Upgrade to a higher class. 23. (1) Notwithstanding Section 18 in the foregoing, Passenger is entitled to a refund for the Last-Minute Upgrade purchase under the following conditions: a. The flight for which Passenger’s Last Minute Upgrade purchase was accepted and upgraded was cancelled. b. The flight for which Passenger’s Last Minute Upgrade purchase was accepted and upgraded was cancelled, and Malaysia Airlines re-accommodates Passenger on another flight which may or may not be operated by Malaysia Airlines. If for any reason Passenger is unable to be seated in the higher class of service to fulfill the Upgrade and Passenger is seated in the class of service of Passenger’s original booking. c. Passenger’s Last Minute Upgrade purchase is accepted, and Passenger were given an Upgrade, but Passenger is not able to be seated in the upgraded class of service for reasons attributable to Malaysia Airlines but excluding reasons attributable to Passenger’s actions or omissions, including, but not limited to, Passenger’s own decision in opting to change flights or Passenger missing a flight. (2) No refund will be issued in the case of a change to a substitute aircraft to operate a flight where the Last-Minute Upgrade purchase is still available to Passenger on that substitute aircraft. (3) Upon reimbursement by Malaysia Airlines, Malaysia Airlines shall have no further liability to Passenger. Except for the agreed alternative or refund of the price for such Last Minute Upgrade (whichever applicable), Malaysia Airlines shall have no further liability and shall not be held liable for any and all losses or damage suffered or incurred by passengers due to Malaysia Airline’s failure to provide the affected portion of the Last Minute Upgrade. (4) Should any refunds be approved, as set out in the above-mentioned circumstances, the amount paid will be refunded to the nominated payment card that was used to pay for the Last-Minute Upgrade purchase and it will be processed in the currency in which the Upgrade price was charged. Such refunds shall be limited to the amount charged for the Upgrade and any taxes and fees paid for the Upgrade. No payment card issuer and bank-related fees or charges will be refunded. 24. If the Passenger makes changes to the Ticket after the Last-Minute Upgrade purchase has been accepted by Malaysia Airlines, Passenger will not be entitled to transfer the Upgrade to another flight and the amount paid for the Upgrade will be forfeited without a refund. 25. (1) Passenger hereby agrees that to claim a refund, Passenger will submit a written request by sending an email to [email protected] with a scanned copy of the following documents: a. Boarding Pass for the flight in question b. Email notifying that the Last-Minute Upgrade is successful c. Any other relevant document(s) (2) All claims for refunds are to be submitted within 3 months from the scheduled flight date. Any decision pertaining to refunds will be in accordance with Section 23 of these Terms and Conditions and such decisions by Malaysia Airlines shall be final and binding. 26. The fare conditions for the original Ticket purchased by the Passenger, which includes, but is not limited to, cancellation policies, change fees, baggage allowance, and rules relating to the accrual of frequent flyer points shall remain unchanged and in effect and will be applicable even if Passenger Last Minute Upgrade purchase has been accepted and Passenger has been upgraded. 27. Last Minute Upgrade purchase entitles the Passenger to use Malaysia Airlines lounge services in respect of the flight for which Passenger’s Last-Minute Upgrade was accepted provided that the Passenger presents a valid boarding pass as supporting document before access to lounge can be given. 28. Last Minute Upgrade purchase from Economy Class to Business Class, or from Business Class to Business Suite, are entitles to selected of the upgraded cabin such as priority boarding and spacious seats. However, Passengers inflight meals and baggage allowance – including any prepaid excess baggage – will remain as per original ticket purchased. 29. Business Class/Suite amenities and products - including but not limited to inflight meals, amenity kits, and other premium services - are subject to availability and may vary depending on aircraft type, route, and operational constraints. Malaysia Airlines does not guarantee the full suite of Business Class/Suite amenities for passengers who purchase the Last Minute Upgrade. 30. Malaysia Airlines reserves the right to change, alter, amend, or cancel any or all of these Terms and Conditions from time to time, without any prior notice. The Terms and Conditions which apply to Last Minute Upgrade are those applicable at the date the offer is submitted. These Terms and Conditions shall be read in conjunction with Malaysia Airlines' General Conditions of Carriage, Website Terms of Use and Privacy Policy, which are hereby incorporated into and form part of these Terms and Conditions. 31. The failure by Malaysia Airlines to exercise its rights will not be construed as a waiver or relinquishment of the future performance of any of its rights, and Passenger’s obligations with respect to such future performance shall continue in full force and effect. 32. By making a Last Minute Upgrade purchase, Passenger expressly acknowledges that Passenger has read and understood the above Terms and Conditions and hereby agrees to the same. 33. Malaysia Airlines, its affiliates, subsidiaries, agents, employees, and representatives shall not be liable for any loss or damage whatsoever suffered (including but not limited to loss of opportunities and any indirect or consequential losses) or personal injury suffered or sustained in connection with or arising from this Terms and Conditions for the Last Minute Upgrade purchase. 34. The main language of the Terms and Conditions shall be the English language. Any translation to any other language than English shall be for convenience only. Should there be any discrepancies between the English Terms & Conditions and the translated version, the English Terms & Conditions shall prevail. 35. This Terms and Conditions of the Last Minute Upgrade purchase shall be construed, governed, and interpreted in accordance with the laws of Malaysia. 36. If any provision of these Terms and Conditions is held invalid, unenforceable or illegal for any reason, these Terms and Conditions shall remain otherwise in full force apart from such provision, which shall be deemed, deleted. 37. Malaysia Airlines shall not be liable for any typographical errors or misprints contained in these Terms and Conditions. All information is provided on an ‘as is’ basis, and Malaysia Airlines disclaims any responsibility for inaccuracies that do not materially affect the interpretation or enforcement of the Terms and Conditions.

These terms and conditions ("Terms") govern your use of the Save Card feature ("Feature") provided by [Malaysia Aviation Group Berhad] ("Company," "we," "us," or "our") on our ecommerce platform ("Platform"). By utilizing the Save Card Feature, you ("Enrich member," "you," or "your") agree to comply with these Terms. Please read these Terms carefully before using the Feature. 1. Feature Description: The Save Card Feature allows registered Enrich member of our Platform to securely save their payment card information in tokenized form for faster and more convenient future purchases. 2. User Responsibilities: 2.1 You are required to provide precise, current, and complete payment card information. It is your responsibility to ensure the accuracy of the information you save on the Platform. 2.2 You are accountable for the security and confidentiality of your Enrich Account credentials and any card information saved therein. You hereby agree not to disclose your Enrich Account details or permit unauthorized access to your Enrich Account. 2.3 In the event of any suspicion of unauthorized use of your Enrich Account or saved card information, you are obligated to promptly initiate the deletion of the saved card through the platform's "manage payment card" feature. This action must be taken immediately to mitigate potential risks and breaches. 3. Tokenization and Data Security: 3.1 Upon saving your payment card information, a tokenization process is undertaken. This process entails the replacement of your full card details with a unique token. This token is subsequently employed for forthcoming transactions, serving to heighten security by obstructing the exposure of sensitive card information. 3.2 Our commitment to safeguarding your information is resolute. The information pertaining to your saved card is subjected to storage utilizing encryption and security measures conforming to industry standards. These measures are in place to avert any unauthorized access from transpiring. 4. Consent and Authorization: 4.1 The Saved Card function allows you to link your Credit and/or Debit Card to your Enrich Account. Linking or Binding of Credit and/or Debit Card – You hereby understand and acknowledge that upon linking or binding your Credit and/or Debit card to the Enrich Account, you shall be solely responsible and liable for all Purchase(s) that may occur. 4.2 Pursuant to the Saved Card function, you hereby undertake and agree that upon linking your Credit and/or Debit Card to your Enrich Account, you permit and authorize Credit and/or Debit to deduct the relevant sums from your card account to be paid to MAGB and/or the relevant merchant(s) upon usage of the linked Credit and/or Debit Card. 4.3 You may delink your Credit and/or Debit Card using the remove card function. Kindly take note however that it may take up to 24 hours to complete the delinking process and during such period, you shall still be liable for any payment incurred using the Saved Card function. 4.4 In the event that you use the Save Card feature to make a payment in a currency different from the base currency, you will be responsible for any additional issuer’s charges associated with the currency conversion as appear in your bank statement. 4.4 The usage of the Saved Card function shall be further subject to the MAGB’s terms and conditions as issued by MAGB and which may be amended from time to time. You further agree and undertake to comply with the terms and conditions imposed by MAGB. 5. Data Privacy: 5.1 The security and privacy of the Save Card is our utmost priority. By consenting for the Save Card to be processed by us under this Feature, our MAG Privacy Policy applies. To read our Privacy Policy, please click the link here . 5.2 Should you have any inquiry regarding our data privacy policy, you may reach us at [email protected] . 6. Limitation of Liability: 6.1 By utilizing the Save Card Feature, you hereby agree to indemnify, defend, and hold the Company, its officers, directors, employees, and affiliates harmless from any claims, liabilities, damages, losses, and expenses that may arise in connection with or as a result of your use of the said Feature. 6.2 The Save Card Feature is provided on an "as is" and "as available" basis. The Company does not provide any express or implied warranties pertaining to the security, accuracy, reliability, or functionality of the Feature. 7. Currency Limitations and Regulatory Compliance: 7.1 As per local regulations, the Save Cards feature currently supports only for non-India issued cards in addition to the non-INR currencies for point-of-sale transactions outside of India. Users are advised that the support for additional currencies may be subject to change based on evolving regulatory requirements and updates to the platform. 7.2 Users are responsible for ensuring compliance with local regulations regarding currency usage and transactions. Any violation of applicable laws or regulations will result in the immediate termination of access to the Save Cards feature and may lead to further legal action. 7.3 The Company reserves the right to implement additional restrictions or limitations on currency usage within the Save Cards feature as necessary to maintain compliance with regulatory standards and protect the integrity of the platform. 8. Booking Compatibility: 8.1 The Save Cards feature is currently compatible with normal prime bookings, specifically including one-way or return flights. Users are advised that this feature may not be available for other types of bookings or services offered by Malaysia Airlines. 8.2 Users should regularly check for updates on supported booking channel as the platform evolves. Changes to compatibility with additional booking flow will be communicated to users through our website

For payment by card, either in a form of charge card, credit card or debit card as may be stipulated as being acceptable for payment, you acknowledge that there may be an additional amount held by your payment card company or bank, whichever applicable, during the pre-authorization process. This amount, often referred to as a "float amount," is held temporarily by your payment card company or bank, whichever applicable, to ensure the availability of funds for the transaction. By proceeding the transaction with payment by card, you understand that the float amount held by your payment card company or bank, whichever applicable, may differ from the actual transaction amount and may impact the available balance in your account temporarily. It is your responsibility to contact your payment card company or bank, whichever applicable, directly if you wish to release the float amount. The release of the float amount may vary depending on your payment card company or bank, whichever applicable, policies and procedures. All payments by card are subject to the approval of the payment card company or bank, whichever applicable. Malaysia Airlines shall not be liable in any way if the the payment card company or bank, whichever applicable, refuses to process or accept any payment for any reason. Malaysia Airlines shall also not be held liable for any discrepancies relating to or arising from the float amount or any issues arising from the pre-authorization process conducted by the payment card company or bank, whichever applicable. You are advised to review your payment card company or bank statements, whichever applicable, regularly to ensure the accuracy and report any discrepancies or unauthorized transactions to your payment card company or bank, whichever applicable, immediately. By proceeding the transaction with payment by card, you agree to abide by the terms and conditions set forth by your payment card company or bank, whichever applicable, regarding such payment card usage, including but not limited to pre-authorization processes and float amounts. Malaysia Airlines reserves the right to update or modify these terms and conditions at any time without prior notice. You are encouraged to review these terms periodically for any changes or updates. By proceeding the transaction via payment by card, you shall indicate your agreement to be bound by the above terms and conditions. If you do not agree with any part of these terms and conditions, we advise you to proceed the transaction with other mode of payment available and not to proceed to pay by card.

Excess Baggage applies to any additional baggage weight beyond the Free Baggage Allowance (FBA) and pre-purchased extra baggage (if any) within six (6) hours before departure. Availability is subject to request upon check-in at the counter. Excess Baggage is available for all cabin classes and fare types on Malaysia Airlines flights, both domestic and international. Excess Baggage for Malaysia Airlines is not applicable to codeshare flights or travel involving other airlines. For travel on codeshare flights, current arrangements with the codeshare partner’s checked baggage rules shall apply. Excess Baggage charges will be calculated based on the distance flown from point of departure to the destination in one single itinerary, depending on the geographical zone or region of travel. The rates will be charged on a per kg basis (over and above the permitted FBA of the cabin class or any pre-purchased Extra Baggage) and separately for each flown sector. Situation 1: PEN (Zone 1) to ICN (Zone 3) with a transit of more than 24 hours. The chargeable excess fee will be calculated as below. PEN (Zone 1) to KUL (Zone 1) is USD8/kg whereas for KUL (Zone 1) to ICN (Zone 3) is USD15/kg. The total applicable charge is USD23/kg. Situation 2: LHR (Zone 5) to SYD (Zone 4) with a transit of more than 24 hours. The chargeable excess fee will be calculated as below. LHR (Zone 5) to KUL (Zone 1) is USD30/kg whereas for KUL (Zone 1) to SYD (Zone 4) is USD22/kg. The total applicable charge is USD52/kg. Excess Baggage is subject to the Malaysia Airlines General Conditions of Carriage for passengers and baggage and may be restricted due to operational and safety reasons. https://www.malaysiaairlines.com/content/dam/mas/pdf/2020-General%20Conditions-of-Carriage%20-%20Malaysia-Airlines.pdf Excess Baggage purchased is non-transferable between passengers. Excess Baggage is non-refundable and non-exchangeable in any form for voluntary changes or cancellations. It is refundable for involuntary changes or cancellations (i.e. flight cancellation, offloaded due to safety and security reasons, flight misconnection). Malaysia Airlines may not be able to provide the excess baggage allowance purchased for operational, safety, or security reasons, including flight exceeding weight allowance allowed. In such scenarios, Malaysia Airlines will provide a suitable alternative or provide a refund. Except for the agreed alternative or refund of the price for the Excess Baggage fee (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 Excess Baggage allowance. Malaysia Airlines reserves the right to modify these terms and conditions at its sole discretion, with or without prior notice.

The bundle comprises specific add-on services which shall be subjected to the terms and conditions as follows: Extra Baggage The Extra Baggage allowance is limited to 10kg per flight. Any baggage exceeding the 10kg allowance must be purchased separately. If a passenger's baggage weight exceeds the combined total of the Free Baggage Allowance (FBA) and any purchased Extra Baggage allowance, the additional baggage weight will be subject to the applicable excess baggage charges at the check-in counter. Any unused weight from the purchased Extra Baggage is non-refundable, non-transferable, and non-exchangeable in any form. For example, if a passenger purchases 5kg of Extra Baggage but only utilises 2kg, the remaining 3kg will be forfeited and shall not be returned in any form whatsoever. Malaysia Airlines' General Conditions of Carriage for Passengers and Baggage form an integral part of these terms and conditions. Please refer to the Baggage Policy description at https://www.malaysiaairlines.com/content/dam/mas/pdf/MAB_general_conditions_of_carriage.pdf Extra Legroom Seat Selection Available for any Extra Legroom seats, whether window, middle, or aisle (subject to the availability of the seats in the relevant aircraft). In case of involuntary changes, passengers will be reassigned onto the similar seat type (i.e. Extra Legroom aisle seats) on the new flight without additional charge. If a passenger is assigned a different seat type, the seat selection is eligible for a refund. Passenger may contact Malaysia Airlines Call Centre for refund processing. The bundle is applicable for Economy Class bookings, made under the Economy Value, Economy Basic or Economy Flex/Shuttle fare options only. The bundle is exclusively available online for purchase at the time of booking and post-booking (via Manage My Booking) through the Malaysia Airlines website, mobile web or application. It can also be purchased through the Malaysia Airlines Call Centre or ticket offices on a case-by-case basis only where passengers are unable to add the bundle through the online channels due to technical or system-related issues. The bundle is available for purchase up to forty-eight (48) hours before flight departure. The bundle fee varies according to routes, seasonality, promotions, and other factors. The price quoted will be in the local currency at the applicable Point-of-Sale (POS). It will also be subject to applicable Sales and Service Tax (SST). The bundle is not available for the following circumstances: All unticketed or standby passengers. Unaccompanied minors (UMNR). Passenger traveling with infant. Passengers with disabilities or special needs. Passengers under group bookings (more than 9 persons). Passengers travelling on flights not operated by Malaysia Airlines including codeshare or interline partner flights. The bundle is exclusive and non-transferable between flights or passengers and non-exchangeable in any form whatsoever. The refund policy for the bundle shall be subjected to the following: It is non-refundable for voluntary changes or cancellations. It is refundable for involuntary changes or cancellations such as flight disruptions. In the event of involuntary changes or cancellations affecting specific ancillary/ancillaries in the bundle, the affected ancillary portion is eligible for a refund. In the event Malaysia Airlines is not able to provide any ancillary portion or the entire purchased bundle for any reason whatsoever, Malaysia Airlines will offer a suitable alternative or provide a refund. Except for the agreed alternative or refund of the price for such part or the entire purchased bundle (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 due to Malaysia Airlines’ failure to provide the affected ancillary portion of the purchased bundle. Malaysia Airlines reserves the absolute right to modify these terms and conditions from time to time at its sole discretion, with or without prior notice.

The bundle comprises specific add-on services as follows: Extra Legroom Seat Selection Available for any Extra Legroom Seats, whether window, middle, or aisle, and does not include any facility seats such as bassinet seats. In case of involuntary changes, passengers will be reassigned onto the similar seat type (i.e. extra legroom aisle) on the new flight without additional charge. If a passenger is assigned a different seat type, the seat selection is eligible for a refund. KLIA Golden Lounge Access The Lounge Access included in the bundle is exclusively for KLIA Golden Lounges (Domestic, Regional, or Satellite) only. Infant passengers will receive complimentary lounge access when accompanied by an adult with access. Lounge Access is purchased on an individual basis, restricted to one time entry per passenger for a maximum duration of three (3) hours before departure per passenger. The lounge access will be indicated on the boarding pass with the ‘LOUG’ indicator. As the bundle includes access to the KLIA Golden Lounge, it is available for purchase for sectors with flights departing exclusively from Kuala Lumpur (KUL Terminal 1). However, bookings can be made for either one-way or return trips originating from any destination served by Malaysia Airlines flights, and it is not applicable to codeshare flights. Example: If a return trip from KUL-SYD is booked, the product will be available for selection only on the KUL-SYD sector. If a booking is made for a return trip SYD-KUL, the product can only be selected for the KUL-SYD sector. For a return booking from LHR-KUL-DPS, the product selection is available for the KUL-DPS and KUL-LHR sector. The bundle is available for Economy Class bookings, across all fare brands Economy Value, Economy Basic, and Economy Flex. The bundle is exclusively available online for purchase 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. The bundle is available for purchase up to forty-eight (48) hours before flight departure. The bundle fee varies according to routes, seasonality, promotions, and etc. Price quoted will be in the local currency for the applicable Point-of-Sale (POS). It will also be subject to applicable Sales and Service Tax (SST). The bundle is not available for: All un-ticketed or standby passengers. Malaysia Airlines Platinum, Gold, oneworld Emerald and Sapphire members, as KLIA Golden Lounge access is complimentary for these Frequent Flyer Programme tiers. Children travelling alone or are unaccompanied minors (UMNR). Passengers with disabilities or special needs. Passengers under group bookings (more than 9 persons). Passengers travelling on flights not operated by Malaysia Airlines or flights operated by a codeshare partner. The bundle is non-transferable between flights or passengers and non-exchangeable in any form. Refund policy for the bundle is as follows: It is non-refundable for voluntary changes or cancellations. In case of involuntary changes, passengers will be reassigned onto the similar seat type on the new flight without additional charge. If a passenger is assigned a different seat type, the seat selection is eligible for a refund. In the event of involuntary changes or cancellations affecting specific ancillaries in the bundle, the affected ancillary portion is eligible for a refund. In the event Malaysia Airlines is not able to provide any ancillary portion or the entire purchased the bundle for any reason whatsoever, Malaysia Airlines will offer a suitable alternative or provide a refund. Except for the agreed alternative or refund of the price for such part or the entire purchased the bundle (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 passengers due to Malaysia Airlines’ failure to provide the affected ancillary portion of the purchased the bundle. Malaysia Airlines reserves the right to modify these terms and conditions at its sole discretion, with or without prior notice.

The bundle comprises specific add-on services as follows: Extra Baggage Only 15kg Extra Baggage allowance is included. Any additional baggage required is to be purchased separately. If a passenger's baggage weight exceeds the combined total of the Free Baggage Allowance (FBA) and any purchased Extra Baggage allowance, the additional baggage weight will be subject to the normal excess baggage rate upon baggage drop at the counter. Any unused weight from the purchased Extra Baggage is non-refundable, non-transferable, or non-exchangeable in any form. For example, if a passenger purchases 5kg of Extra Baggage but only utilises 2kg, the remaining 3kg will be forfeited. Malaysia Airlines' General Conditions of Carriage for Passengers and Baggage form an integral part of these conditions. Please refer to the Baggage Policy description at https://www.malaysiaairlines.com/content/dam/mas/pdf/MAB_general_conditions_of_carriage.pdf Extra Legroom Seat Selection Available for any Extra Legroom seats, whether window, middle, or aisle In case of involuntary changes, passengers will be reassigned onto the similar seat type (i.e. Extra Legroom aisle) on the new flight without additional charge. If a passenger is assigned a different seat type, the seat selection is eligible for a refund. The bundle is applicable for Economy Class bookings, made under the Economy Value, Economy Basic or Economy Flex/Shuttle fare options. The bundle is exclusively available online for purchase 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. The bundle is available for purchase up to forty-eight (48) hours before flight departure. The bundle fee varies according to routes, seasonality, promotions, and other factors. The price quoted will be in the local currency at the applicable Point-of-Sale (POS). It will also be subject to applicable Sales and Service Tax (SST). The bundle is not available for: All unticketed or standby passengers. Children travelling alone or unaccompanied minors (UMNR). Passengers with disabilities or special needs. Passengers under group bookings (more than 9 persons). Passengers travelling on flights not operated by Malaysia Airlines including flights operated by a codeshare partner. The bundle is non-transferable between flights or passengers and non-exchangeable in any form. The refund policy for the bundle is as follows: It is non-refundable for voluntary changes or cancellations. It is refundable for involuntary changes or cancellations such as flight disruptions. In the event of involuntary changes or cancellations affecting specific ancillary/ancillaries in the bundle, the affected ancillary portion is eligible for a refund. In the event Malaysia Airlines is not able to provide any ancillary portion or the entire purchased bundle for any reason whatsoever, Malaysia Airlines will offer a suitable alternative or provide a refund. Except for the agreed alternative or refund of the price for such part or the entire purchased bundle (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 due to Malaysia Airlines’ failure to provide the affected ancillary portion of the purchased bundle. Malaysia Airlines reserves the right to modify these terms and conditions at its sole discretion, with or without prior notice.

TERMS AND CONDITIONS The terms and conditions set forth herein (“Terms and Conditions”) govern the purchase and use of the Tours and Attractions Passes Purchase (as defined below). By purchasing any pass, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. A. VALIDITY AND USE The Tours and Attraction pass is a newly addition product managed by Journify, a department within Malaysia Airlines (“Malaysia Airlines”) for Malaysia Airlines’ customer. Each Tours and Attractions Pass (“Pass(es)”) comes with its own specific terms concerning validity and use. The period of validity, and any restrictions will be clearly stated for each pass. B. ELIGIBILITY AND CONDITIONS 1. Availability Passes are available exclusively to customers of Malaysia Airlines ("Customers"). 2. Destination The offered attractions offered are specific to the destination and can only be purchased through the “Manage My Booking” page after completing a flight booking on the Malaysia Airlines website. 3. Booking Timeframe: Passes can be purchased up to five (5) days prior to the Customer’s departure date. 4. Cancellation, Transfer, and Refunds : Passes, once purchased, are non-refundable and non-transferable except as outlined below: In the event of involuntary flight cancellations, a full refund will be provided for the booking, including the Passes. In the event of involuntary flight rebooking or retiming, the Passes will automatically be carried over to the new flight itinerary, subject to the Pass’s original validity and usage terms. Tickets are flexible for use within that time frame. No refunds will be issued for unused or unredeemed passes. 5 . Redemption and Purchase Issues : a. If you encounter any issue during the redemption process, please contact our operations/customer support team immediately at https://shop.myjournify.com/support/contact-us . b. Customers must ensure receipt of a confirmation email containing the pass details. In the event of non-receipt within four (4) business days, please contact customer support at the link provided above. 6. General Use Restrictions : a. Passes cannot be combined with any other promotions, offers, or discounts unless explicitly stated. b. Passes are valid only for the specified attractions and cannot be exchanged for access to other attractions. 7. Customer Responsibility : a. Customers are responsible for verifying the operational hours and availability of the attractions. b. Customers must adhere to the guidelines and regulations of the attraction operators. c. Customers are required to select the correct pass type (e.g., adult or child) for each individual. Malaysia Airlines shall not be liable for any errors in selecting pass types. 8. Communication and Accuracy of Information: a. Customers are responsible for providing accurate information, including nationality, during the purchase process. Failure to provide correct details may result in denial of entry or participation in the activity, and Malaysia Airlines will not be held liable for any issues arising from incorrect information provided by the customer. b. Customers are required to respond to any communication from Malaysia Airlines or its affiliates, such as confirmation emails regarding date selection or nationality. If no response is received within the specified timeframe, Malaysia Airlines cannot be held liable for any errors or delays in booking or pass issuance. The responsibility rests with the customer to ensure timely communication and accuracy of provided information. 9. Confirmation Timeframe Passes will be confirmed within the timeframe specified in each Pass. Should you not receive confirmation within five (5) business days, please contact customer support. 10. No Refund for Unused Passes Passes must be redeemed within the validity period. Refunds will not be provided for unused or expired Passes.

D. GENERAL 1. Liability and Indemnification : a. Malaysia Airlines acts solely as an intermediary between customers and third-party operators of tours and attractions. Malaysia Airlines accepts no responsibility for any issues, injuries, property damage, or losses caused by third-party operators. b. To the fullest extent permitted by law, Malaysia Airlines shall not be liable for indirect or consequential losses arising from the purchase or use of the Passes, including commercial and loss of profits or data however caused which directly or indirectly arises under this Terms and Conditions. c. Customers agree to indemnify and hold Malaysia Airlines harmless from any claims, damages, or expenses (including legal fees) that may arise from the purchase or use of the Passes. 2. Force Majeure Malaysia Airlines shall not be held responsible for any cancellations or disruptions due to circumstances beyond its control, including but not limited to natural disasters, strikes, or governmental actions, natural disaster(s), pandemic or endemic. 3. Amendments to Terms and Conditions Malaysia Airlines reserves the right to amend these terms and conditions at any time. Customers will be notified of any significant changes prior to their effective date. 4. Governing Law: These terms and conditions shall be governed by and construed in accordance with the laws of Malaysia. 5. Confidentiality (a) For the purposes of this Terms and Condition, “Confidential Information” refers to any and all proprietary, non-public, or sensitive information disclosed by Malaysia Airlines to the Customer, whether in written, oral, electronic, or other form, including but not limited to trade secrets, business plans, technical data, marketing strategies, customer information, and any other information designated as confidential by Malaysia Airlines. (b) The Customer agree to maintain the confidentiality of all Confidential Information and shall not, without the prior written consent of Malaysia Airlines, disclose such Confidential Information to any third party or use it for any purpose other than as expressly permitted under this Terms and Conditions. (c) Information may be disclosed by the Customers to employees or contractors of Malaysia Airlines who have a legitimate need to know such information in the course of their duties, provided that such employees or contractors are bound by confidentiality obligations no less restrictive than those set forth in this Terms and Conditions. (d) The Customers agree to use Confidential Information solely for the purpose of performing their duties under these Terms and Conditions and shall not use it for any other personal advantage. (e) The Customers shall take all reasonable measures to protect the Confidential Information from unauthorized access or disclosure, including implementing appropriate security measures and safeguarding any physical or electronic materials containing Confidential Information. (f) Upon expiry of the Passes, the Customers shall promptly return to Malaysia Airlines or destroy all Confidential Information, including any copies or derivatives thereof, and certify in writing that such return or destruction has been completed. (g) The Customers’ obligations under this Confidentiality clause shall continue for a period of five (5) years following the expiry of this Passes. (h) The Customers acknowledges that any breach of this Confidentiality clause may result in legal action, or financial penalties, as determined by Malaysia Airlines. (i) The obligations set forth in this clause shall not apply to information that: (i) is or becomes publicly available through no fault of the Customers. (ii) was known to the Customers prior to disclosure by Malaysia Airlines; or (iii) is required to be disclosed by law or a court order, provided the Customers gives prompt written notice to Malaysia Airlines of such a requirement. 6. All transportation, accommodation, personal costs and/or any other costs and/or related expenses that are incurred in relation to the purchase of the Passes will be the sole responsibility of the Customers. 7. Malaysia Airlines reserves the right to use, reproduce, edit and distribute materials submitted for the purchase of Passes for publication and/or display in any media format and any media channels without obtaining further prior permission and payment of any fees or royalty to the Customers within the stipulated time period. 8. Malaysia Airlines reserves the right to use the Customer’s name, images, comments, materials related to this Passes, and the results of the purchase of Passes for any announcement or promotional or marketing purposes across any media format and any media channels without any payment. The Customers agree to hold Malaysia Airlines free and harmless from any claims and/or liabilities arising from the use or reproduction of the submitted materials. This clause shall survive beyond the expiration of this Passes. 9. Malaysia Airlines, at its sole and absolute discretion, reserves the right to disqualify any Customers and revoke or forfeit any Passes at any stage of the validity of Passes without prior notice if: (a). The Customer is not an eligible Customer. (b). The Customer fails to fully comply with the Terms and Conditions stipulated herein. (c). The Customer breaches any of the Terms and Conditions or other rules and regulations of the Passes or violates any applicable laws or regulations. (d). Malaysia Airlines has at its sole discretion, any reason whatsoever to believe that such Customer has attempted to undermine the operation of the Passes in any way whatsoever, including but not limited to fraud, cheating or deception. 10. All rights and privileges herein granted to Malaysia Airlines are irrevocable and not subjected to rescission, restraint or injunction under any and all circumstances. Under no circumstances shall the Customers have the right to injunctive relief or to restrain or otherwise interfere with the organisation of the Passes, the production, distribution, exhibition and/or exploitation of the Passes and/or any product based on and/or derived from the Passes. 11. Malaysia Airlines reserves the right at its absolute discretion to vary, delete or add to any of these Terms and Conditions without any prior notice. 12. These Terms and Conditions will prevail over any inconsistent terms, conditions, provisions or representations contained in any other promotional materials advertising the Passes. 13. The main language of the Terms and Conditions shall be the English language. Any translation to any other language than English shall be for convenience only. Should there be any discrepancies between the English Terms & Conditions and the translated version, the English Terms & Conditions shall prevail. 14. By virtue of a purchase to the Passes, the Customers are deemed to have read and agreed to be bound by all the Terms and Conditions stipulated herein. 15. Malaysia Airlines will not be held responsible for any typographical errors or misprint under these Terms and Conditions. 16. Any questions, remarks, or complaints relating to these Passes may be submitted to Malaysia Airlines via our feedback form at https://shop.myjournify.com/support/contact-us.

These terms and conditions (collectively, “Terms and Conditions”) form the basis of the agreement between Malaysia Aviation Group Berhad (“MAG”, “us”, “we” or “our”) and you, when you use and/or access our chatbot services (“Chatbot”). You are deemed to have read and accepted these Terms and Conditions (including any additional terms and policies wherever referred to herein) when you use and/or access our Chatbot. You are advised to discontinue any access or use of our Chatbot should you disagree with any of these terms. Please read these Terms and Conditions carefully as they contain important information governing your agreement with us when you use our Chatbot. 1. Purpose of the Chatbot The Chatbot is designed to provide general information, assistance, and guidance related to services under MAG, including but not limited to: Flight information (schedules, status) Booking and reservation inquiries Baggage allowance and policies Check-in procedures Frequently asked questions (AskMH) Information about special offers and promotions Redirection to relevant sections of the website or human agents, when necessary. 2. Accuracy of Information a. The Chatbot utilizes artificial intelligence and is designed to provide information based on its training data and available resources. However, the information provided by the Chatbot is for general guidance only and may not always be real-time, complete, or entirely accurate. b. You should not rely solely on the Chatbot's responses for making critical decisions, especially regarding flight bookings, travel plans, or any financial transactions. c. In case of any discrepancy between the information provided by the Chatbot and the official MAG website at https://www.malaysiaairlines.com/my/en/home.html (“Official Website”), policies, or a human agent, the information from the Official Website or a human agent shall prevail. d. We strongly recommend verifying any critical information with the Official Website or by contacting our customer service representatives directly at Malaysia Airlines Global Contact Centre 1 300 88 3000 (Toll Fee Within Malaysia) or +603 7843 3000 (Outside Malaysia) - long distance call charges apply 3. Limitations of the Chatbot a. The Chatbot is an automated system and may not be able to understand complex queries, nuanced requests, or unusual situations. b. The Chatbot cannot provide personalized advice, any form of professional advice including but not limited to legal advice, or make any decisions on your behalf. c. The Chatbot cannot process transactions (e.g., booking changes, refunds) directly. It may guide you to the appropriate section of the Official Website or direct you to a human agent for such actions. 4. User Conduct a. You agree to use the Chatbot for lawful purposes only and in a manner that does not infringe the rights of, or restrict or inhibit the use and enjoyment of the Chatbot by, any third party. b. You agree not to provide any offensive, indecent, threatening, obscene, pornographic, or otherwise unlawful information or content through the Chatbot. c. You acknowledge and agree that any inappropriate use of the Chatbot may result in the termination of your access to the Chatbot and potentially other legal actions. d. Do not share sensitive personal information (e.g., full credit card numbers, passport details, or other highly confidential data) with the Chatbot unless explicitly requested for a legitimate purpose (e.g., for specific booking retrieval where such data is masked or tokenized). Malaysia Aviation Group Berhad shall not be responsible for any misuse of sensitive information voluntarily provided by you to the Chatbot outside of secure, designated fields. 5. Privacy and Data Collection a. Your interactions with the Chatbot, including your input (text, voice, or selections) and the Chatbot's outputs, may be collected and stored by Malaysia Aviation Group Berhad. This data may be used to: * Improve the Chatbot's performance and accuracy. * Understand user needs and preferences. * Comply with legal obligations. * For other purposes outlined in our Privacy Policy. b. By using the Chatbot, you consent to such collection and use of your data in accordance with our Privacy Policy, which is incorporated into these Terms and Conditions by reference. Please review our Privacy Policy https://www.malaysiaairlines.com/us/en/privacy.html for full details on how we collect, use, and protect your personal data. c. We will not ask for your password or other highly confidential credentials through the Chatbot. Be wary of any requests for such information. For any inquiries on how we protect your privacy, you may reach us at [email protected]. 6. Disclaimer of Warranties The Chatbot is provided "as is" and "as available" without any warranties of any kind, whether express or implied. To the fullest extent permitted by applicable law, Malaysia Aviation Group Berhad disclaims all representations and warranties, including but not limited to, implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Malaysia Aviation Group Berhad does not warrant that the Chatbot will be uninterrupted, error-free, secure, or free from viruses or other harmful components. 7. Indemnity You agree to indemnify Malaysia Aviation Group Berhad, our officials, affiliates, agents and/or service providers, and to keep MAG, our officials, affiliates, agents and/or service providers harmless from any demands, losses, damages, costs, charges, expenses, liabilities, claims or proceedings of any nature or kind which MAG or any of our affiliates, agents and/or service providers may suffer as a result of or in relation to your use, inquiries, instructions or purported use, inquiries and instructions of the Chatbot. 7. Limitation of Liability To the maximum extent permitted by law, Malaysia Aviation Group Berhad shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, whether foreseeable or not, whether in contract, tort or otherwise, or any loss of data, use, goodwill, or other intangible losses, resulting from (a) your access to or use of or inability to access or use the Chatbot; (b) any conduct or content of any third party on the Chatbot; or (c) unauthorized access, use or alteration of your transmissions or content, even if Malaysia Aviation Group Berhad has been advised of the possibility of such damages. 8. Changes to These Terms and Conditions Malaysia Aviation Group Berhad reserves the right at any time to update, amend, modify, add, or remove any part of these Terms and Conditions at any time without prior notice. Any changes to these Terms and Conditions will be effective immediately upon posting our website. Your continued use of the Chatbot after any such changes constitutes your acceptance of the new and updated Terms and Conditions. It is your responsibility to review these Terms and Conditions regularly. 9. Governing Law and Jurisdiction These Terms and Conditions shall be governed by and construed in accordance with the laws of Malysia, without regard to its conflict of law provisions. Any dispute arising out of or relating to these Terms and Conditions or your use of the Chatbot shall be subject to the exclusive jurisdiction of the courts located in Malaysia. 10. Contact Us If you have any questions about these Terms and Conditions or the Chatbot, please contact us through our official customer service channels https://www.malaysiaairlines.com/us/en/askmh/contact-details.html

TERMS AND CONDITIONS The terms and conditions set forth herein (“Terms and Conditions”) govern the purchase and use of the Airport Services (as defined below). By purchasing any service, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions. VALIDITY AND USE The Airport Services are newly introduced offerings managed by Journify, a department within Malaysia Airlines (“Malaysia Airlines”) for Malaysia Airlines’ customers. Each Airport Service (“Service(s)”) comes with its own specific terms concerning validity and use. The period of validity and any restrictions will be clearly stated for each service. ELIGIBILITY AND CONDITIONS Availability: Services are available exclusively to customers of Malaysia Airlines ("Customers"). Service Scope: The offered services are specific to the airport and can only be purchased through the “Manage My Booking” page after completing a flight booking on the Malaysia Airlines website. Booking Timeframe: Services can be purchased up to five (5) days prior to the Customer’s departure date, except for the Airport Fast Track service, which is available for booking up to six (6) days before the departure date. CANCELLATION, TRANSFER, AND REFUNDS Services, once purchased, are non-refundable and non-transferable except as outlined below: In the event of involuntary flight cancellations, a full refund will be provided for the booking, including the Services. In the event of involuntary flight rebooking or retiming, the Services will automatically be carried over to the new flight itinerary, subject to the Service’s original validity and usage terms. No refunds will be issued for unused or unredeemed services. REDEMPTION AND PURCHASE ISSUES If you encounter any issues during the redemption process, please contact our operations/customer support team immediately at https://shop.myjournify.com/support/contact-us . Customers must ensure receipt of a confirmation email containing the service details. In the event of non-receipt within four (4) business days, please contact customer support.

AIRPORT SERVICES TERMS AND CONDITIONS

GENERAL USE RESTRICTIONS Services cannot be combined with any other promotions, offers, or discounts unless explicitly stated. Services are valid only for the specified airport services and cannot be exchanged for access to other services. CUSTOMER RESPONSIBILITY Customers are responsible for verifying the operational hours and availability of the services. Customers must adhere to the guidelines and regulations of the service providers. Customers are required to select the correct service type (e.g., adult or child) for each individual. Malaysia Airlines shall not be liable for any errors in selecting service types. GENERAL Liability and Indemnification: Malaysia Airlines acts solely as an intermediary between customers and third-party operators of airport services. Malaysia Airlines accepts no responsibility for any issues, injuries, property damage, or losses caused by third-party operators. To the fullest extent permitted by law, Malaysia Airlines shall not be liable for indirect or consequential losses arising from the purchase or use of the Services, including commercial and loss of profits or data however caused which directly or indirectly arises under this Terms and Conditions. Customers agree to indemnify and hold Malaysia Airlines harmless from any claims, damages, or expenses (including legal fees) that may arise from the purchase or use of the Services. Force Majeure Malaysia Airlines shall not be held responsible for any cancellations or disruptions due to circumstances beyond its control, including but not limited to natural disasters, strikes, or governmental actions, natural disaster(s), pandemic or endemic. Amendments to Terms and Conditions Malaysia Airlines reserves the right to amend these terms and conditions at any time. Customers will be notified of any significant changes prior to their effective date. Governing Law: These terms and conditions shall be governed by and construed in accordance with the laws of Malaysia. CONFIDENTIALITY For the purposes of this Terms and Condition, “Confidential Information” refers to any and all proprietary, non-public, or sensitive information disclosed by Malaysia Airlines to the Customer, whether in written, oral, electronic, or other form, including but not limited to trade secrets, business plans, technical data, marketing strategies, customer information, and any other information designated as confidential by Malaysia Airlines. The Customer agree to maintain the confidentiality of all Confidential Information and shall not, without the prior written consent of Malaysia Airlines, disclose such Confidential Information to any third party or use it for any purpose other than as expressly permitted under this Terms and Conditions. Information may be disclosed by the Customers to employees or contractors of Malaysia Airlines who have a legitimate need to know such information in the course of their duties, provided that such employees or contractors are bound by confidentiality obligations no less restrictive than those set forth in this Terms and Conditions. The Customers agree to use Confidential Information solely for the purpose of performing their duties under these Terms and Conditions and shall not use it for any other personal advantage. The Customers shall take all reasonable measures to protect the Confidential Information from unauthorized access or disclosure, including implementing appropriate security measures and safeguarding any physical or electronic materials containing Confidential Information. Upon expiry of the Services, the Customers shall promptly return to Malaysia Airlines or destroy all Confidential Information, including any copies or derivatives thereof, and certify in writing that such return or destruction has been completed. The Customers’ obligations under this Confidentiality clause shall continue for a period of five (5) years following the expiry of the Services. The Customers acknowledges that any breach of this Confidentiality clause may result in legal action, or financial penalties, as determined by Malaysia Airlines. The obligations set forth in this clause shall not apply to information that: (i) is or becomes publicly available through no fault of the Customers. (ii) was known to the Customers prior to disclosure by Malaysia Airlines; or (iii) is required to be disclosed by law or a court order, provided the Customers gives prompt written notice to Malaysia Airlines of such a requirement.

Les présentes conditions générales (collectivement, les « Conditions générales ») constituent la base de l’accord entre Malaysia Aviation Group Berhad (« MAG », « nous », « notre » ou « nos ») et vous, lorsque vous utilisez et/ou accédez à nos services de chatbot (le « Chatbot »). En utilisant notre chatbot, vous reconnaissez avoir pris connaissance et accepté les présentes Conditions d'utilisation ainsi que les éventuelles politiques et conditions complémentaires qui y sont mentionnées. Si vous n'acceptez pas ces conditions, nous vous invitons à ne pas utiliser le chatbot. Nous vous recommandons de les lire attentivement, car elles contiennent des informations importantes sur les règles applicables à l'utilisation de notre chatbot." 1. Objet du Chatbot Le Chatbot est conçu pour fournir des informations générales, une assistance et des conseils relatifs aux services de MAG, notamment, sans s’y limiter : * Informations sur les vols (horaires, statut) * Demandes de renseignements sur les réservations * Franchise de bagages et politiques * Procédures d’enregistrement * Foire aux questions (AskMH) * Informations sur les offres spéciales et les promotions * Redirection vers les sections pertinentes du site web ou vers des agents humains, si nécessaire." 2. Exactitude des informations a. Le Chatbot utilise l’intelligence artificielle et est conçu pour fournir des informations basées sur ses données d’entraînement et les ressources disponibles. Toutefois, les informations fournies par le Chatbot sont données à titre indicatif uniquement et peuvent ne pas toujours être en temps réel, complètes ou entièrement exactes. b. Vous ne devez pas vous fier uniquement aux réponses du Chatbot pour prendre des décisions importantes, notamment concernant les réservations de vols, les projets de voyage ou toute transaction financière. c. En cas de divergence entre les informations fournies par le Chatbot et le site web officiel de MAG à l’adresse https://www.malaysiaairlines.com/my/en/home.html (le « Site web officiel »), les politiques ou un agent humain, les informations du Site web officiel ou d’un agent humain prévaudront. d. Nous vous recommandons vivement de vérifier toute information importante auprès du Site web officiel ou en contactant directement nos représentants du service clientèle au centre de contact mondial de Malaysia Airlines 1 300 88 3000 (numéro gratuit en Malaisie) ou +603 7843 3000 (hors de Malaisie) - des frais d’appel longue distance s’appliquent 3. Limites du Chatbot a. Le Chatbot est un système automatisé et peut ne pas être en mesure de comprendre des demandes complexes, des requêtes nuancées ou des situations inhabituelles. b. Le Chatbot ne peut pas fournir de conseils personnalisés, ni aucune forme de conseil professionnel, y compris, mais sans s’y limiter, des conseils juridiques, ni prendre de décisions en votre nom. c. Le Chatbot ne peut pas traiter directement des transactions (par exemple, modifications de réservation, remboursements). Il peut vous orienter vers la section appropriée du Site web officiel ou vous rediriger vers un agent humain pour de telles actions. 4. Conduite de l’utilisateur a. Vous acceptez d’utiliser le Chatbot à des fins légales uniquement et d’une manière qui ne porte pas atteinte aux droits de tout tiers, ni ne restreint ou n’entrave l’utilisation et la jouissance du Chatbot par tout tiers. b. Vous acceptez de ne fournir, par l’intermédiaire du Chatbot, aucune information ou aucun contenu offensant, indécent, menaçant, obscène, pornographique ou autrement illicite. c. Vous reconnaissez et acceptez que toute utilisation inappropriée du Chatbot peut entraîner la résiliation de votre accès au Chatbot et éventuellement d’autres actions en justice. d. Ne partagez pas d’informations personnelles sensibles (par exemple, numéros de carte de crédit complets, détails de passeport ou autres données hautement confidentielles) avec le Chatbot, sauf demande explicite pour un motif légitime (par exemple, pour la récupération d’une réservation spécifique lorsque ces données sont masquées ou tokenisées). Malaysia Aviation Group Berhad ne saurait être tenue responsable de toute utilisation abusive d’informations sensibles que vous fournissez volontairement au Chatbot en dehors des champs sécurisés désignés. 5. Confidentialité et collecte de données a. Vos interactions avec le Chatbot, y compris vos saisies (texte, voix ou sélections) et les réponses du Chatbot, peuvent être collectées et conservées par Malaysia Aviation Group Berhad. Ces données peuvent être utilisées pour : * Améliorer les performances et la précision du Chatbot. * Comprendre les besoins et les préférences des utilisateurs. * Respecter les obligations légales. * À d’autres fins décrites dans notre Politique de confidentialité. b. En utilisant le Chatbot, vous consentez à cette collecte et à cette utilisation de vos données conformément à notre Politique de confidentialité, qui est incorporée par référence aux présentes Conditions générales. Veuillez consulter notre Politique de confidentialité https://www.malaysiaairlines.com/us/en/privacy.html pour connaître tous les détails sur la manière dont nous collectons, utilisons et protégeons vos données personnelles. c. Nous ne vous demanderons pas votre mot de passe ni d’autres identifiants hautement confidentiels par l’intermédiaire du Chatbot. Soyez vigilant(e) face à toute demande d’informations de ce type. Pour toute question sur la manière dont nous protégeons votre vie privée, vous pouvez nous contacter à l’adresse [email protected]. 6. Exclusion de garanties Le Chatbot est fourni « en l’état » et « selon disponibilité », sans garantie d’aucune sorte, expresse ou implicite. Dans toute la mesure permise par la loi applicable, Malaysia Aviation Group Berhad décline toute déclaration et garantie, y compris, mais sans s’y limiter, les garanties implicites de qualité marchande, d’adéquation à un usage particulier et d’absence de contrefaçon. Malaysia Aviation Group Berhad ne garantit pas que le Chatbot sera ininterrompu, exempt d’erreurs, sécurisé ou exempt de virus ou d’autres composants nuisibles." 7. Indemnisation Vous acceptez d’indemniser Malaysia Aviation Group Berhad, nos dirigeants, affiliés, agents et/ou prestataires de services, et de garantir MAG, nos dirigeants, affiliés, agents et/ou prestataires de services contre toute demande, perte, dommage, coût, charge, dépense, responsabilité, réclamation ou procédure de quelque nature que ce soit que MAG ou l’un de nos affiliés, agents et/ou prestataires de services pourrait subir à la suite ou en relation avec votre utilisation, vos demandes, vos instructions ou la prétendue utilisation, les prétendues demandes et instructions du Chatbot. 7. Limitation de responsabilité Dans toute la mesure permise par la loi, Malaysia Aviation Group Berhad ne sera pas responsable des dommages directs, indirects, accessoires, spéciaux, consécutifs ou punitifs, ni de toute perte de profits ou de revenus, qu’elle soit subie directement ou indirectement, prévisible ou non, contractuelle, délictuelle ou autre, ni de toute perte de données, d’utilisation, de clientèle ou d’autres pertes immatérielles, résultant (a) de votre accès au Chatbot ou de votre utilisation de celui-ci, ou de votre incapacité à y accéder ou à l’utiliser ; (b) de tout comportement ou contenu de tout tiers sur le Chatbot ; ou (c) de l’accès, de l’utilisation ou de la modification non autorisés de vos transmissions ou de votre contenu, même si Malaysia Aviation Group Berhad a été informée de la possibilité de tels dommages. 8. Modifications des présentes Conditions générales Malaysia Aviation Group Berhad se réserve le droit, à tout moment, de mettre à jour, d’amender, de modifier, d’ajouter ou de supprimer toute partie des présentes Conditions générales à tout moment et sans préavis. Toute modification des présentes Conditions générales prendra effet immédiatement dès sa publication sur notre site web. Votre utilisation continue du Chatbot après de telles modifications vaut acceptation des Conditions générales nouvelles et mises à jour. Il vous incombe de consulter régulièrement les présentes Conditions générales. 9. Droit applicable et juridiction compétente Les présentes Conditions générales sont régies par et interprétées conformément au droit de la Malaisie, sans égard à ses dispositions en matière de conflits de lois. Tout litige découlant des présentes Conditions générales ou de votre utilisation du Chatbot, ou s’y rapportant, relèvera de la compétence exclusive des tribunaux situés en Malaisie. 10. Nous contacter Si vous avez des questions concernant les présentes Conditions générales ou le Chatbot, veuillez nous contacter via nos canaux officiels de service clienT https://www.malaysiaairlines.com/my/en/askmh/contact-details.html"