Terms and conditions

Terms and conditions

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terms-and-condition-img

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 Australia and New Zealand to worldwide. Card payment fee is non-refundable, transferable nor exchangeable for any voluntary changes or cancellations. Malaysia Airlines reserves the right to revise, add or remove any parts of the Terms and Conditions. Fee for Credit Card Payment Fee: Online booking with journey commencement from Australia only (AUD) 1% from the airfare + taxes Online booking with journey commencement from New Zealand only (NZD) 1% from the airfare + taxes

1. Seat Selection is available for Standard, Extra Legroom, Economy Comfort, and Emergency Exit seats, with availability varying depending on the type of aircraft. Seats may be window, middle, or aisle. 2. Seat Selection is available for all Malaysia Airlines flights, both domestic and international. It is not available for codeshare flights. 3. Seat Selection is available for purchase online at the time of booking and post-booking (via Manage My Booking) through the Malaysia Airlines website and mobile web or application. It can also be purchased through the Malaysia Airlines Call Centre or Ticket Offices on a case-by-case basis (i.e. if there are issues with the Malaysia Airlines website and mobile web or application). 4. All seats offered for seat selection will always be subject to availability at the time of request. Seats offered and selected will be on a per passenger and per flight segment basis. 5. Seat Selection for Standard Seats is available and chargeable up to forty-eight (48) hours before flight departure. Seat Selection for Extra Legroom, Economy Comfort, and Emergency Exit Seats is available and chargeable until departure. 6. Passengers who choose not to select seats in advance may opt for any remaining Standard Seats without charge during check-in, excluding Extra Legroom, Economy Comfort and Emergency Exit Seats. If no seats are selected before flight departure, passengers will be assigned seats upon check-in without any guarantee of the resulting seat characteristic or seating together with other passengers in the same booking. 7. Standard Seat Selection is not chargeable for Malaysia Airlines Platinum and oneworld Emerald members as a Standard Seat is complimentary for these Frequent Flyer Programme tiers. Selection for Extra Legroom, Economy Comfort and Emergency Exit Seats are chargeable up to forty-eight (48) hours before departure for these tiers. 8. Seat Selection for Standard and/or Extra Legroom seats is complimentary (non-chargeable) for passengers travelling with infants and for other passengers under the same booking reference. 9. Seat Selection is not available online for passengers with disabilities or special needs, unaccompanied minors, group bookings (more than nine (9) persons), and for facility seats. Passengers requiring these arrangements may contact the Malaysia Airlines Contact Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia). Additionally, passengers with physical disabilities can travel without documentation, whereas those with medical disabilities require Medical Emergency Assistance (MEDA) clearance. Further information regarding MEDA may be found in the following link https://www.malaysiaairlines.com/hk/en/plan-your-trip/health-medical.html. Seat Selection Fees 10. Seat Selection may be subject to a payment fee, which will be charged on a per passenger and per flight segment basis. a. For First and Business Class, seat selection is not chargeable. b. For Economy Flex fare, Seat Selection is chargeable for Extra Legroom and Emergency Exit seats. It is not chargeable for Standard Seats. c. For Economy Lite and Basic fares, Seat Selection is chargeable for all four seat characteristics: Standard, Extra Legroom, Economy Comfort, and Emergency Exit seats. 11. The price quoted will be in the local currency of the applicable Point-of-Sale (POS) and is subject to applicable Sales and Service Tax (SST). 12. Selected seats will be confirmed upon full payment of the ticket fare and the Seat Selection fee (where applicable). Eligibility Criteria for Emergency Exit Seats 13. Emergency Exit Seats offer extended legroom but may not recline. Passengers seated in these seats may be required to manually operate the exit door in the event of an emergency. Seats near the emergency exit doors are subject to flight safety guidelines with the following criteria: a. To be eligible for an Emergency Exit Seat, you must be at least eighteen (18) years of age at the start of the journey and in good health at the time of check-in, boarding, and during the flight, ensuring you are capable of following safety instructions easily. b. You must be fully able-bodied and capable of operating or assisting with the operation of the exit doors. Individuals with reduced mobility or any disability, whether profound or partial, and those using portable oxygen or any other medical equipment, are not eligible as they could endanger themselves or others. c. Passengers travelling with children are not allowed to select Emergency Exit Seats. d. For the safety of all passengers, pregnant women, those carrying infants, or using an infant seat belt are not permitted to be seated in the Emergency Exit Seats. e. You must not be under the influence of any intoxicating substances during check-in, boarding, and throughout the flight. f. Extension seat belts are not available for Emergency Exit Seats. g. It is advisable for passengers to be able to communicate in Bahasa Malaysia and/or English to follow safety commands and understand the Safety Information Card. h. Our crew may need to relocate you if you do not meet the safety requirements mentioned above. Unless otherwise required by any applicable laws, please note that all fees paid are non-refundable. i. Additional terms and conditions may also apply. For more information, you can always AskMH or speak to our friendly staff. Changes, Cancellations and Refunds 14. Passengers can change a selected seat prior to check-in, subject to availability and any applicable seat selection fees for the new seat. 15. Seat Selection fees are non-refundable for voluntary changes or cancellations but refundable for involuntary changes or cancellations, subject to the following involuntary seat substitution conditions. a. Seat characteristics ranked from highest to lowest seat value are as follows. • Economy Comfort • Extra Legroom • Emergency Exit • Standard Seat b. If a seat in the same characteristic is not available and passengers are assigned a seat of lower value, the seat fees are refundable. c. If a seat in the same characteristic is not available and passengers are assigned a seat of higher value, the seat fees are non-refundable. d. If a passenger is reseated in the same seat characteristic, despite being in a different seat row or seat number, the seat fees remain non-refundable. 16. Seat Selection is on an as-is basis, non-transferable between passengers and non-exchangeable in any form. 17. Malaysia Airlines may change a selected seat for operational, safety, or security reasons, including flight cancellation and aircraft change. In such scenarios, Malaysia Airlines will provide a suitable alternative, and seat fees are refundable if passengers receive seats of a lower value. Except for the seats substitution and/or refund of the price for the pre-booked seats (whichever applicable), Malaysia Airlines shall have no further liability and shall not be held liable for any and all losses or damages suffered or incurred by the passengers for Malaysia Airlines’ failure to provide the seat selections. 18. Malaysia Airlines reserves the right to modify these terms and conditions at its sole discretion, with or without prior notice.

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” means Malaysia Airlines Berhad (Company No. 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. “Upgrade Offer” means the offer made by the Passenger together with a price for an opportunity to Upgrade, where the price is IN ADDITION to the fare paid for the ticket and EXCLUDES credit card issuer and bank-related fees or charges, taxes payable at the airport, all of which shall be borne by the Passenger. 1. The following Terms and Conditions will apply to MHupgrade purchases for upgrading Passenger’s flight ticket issued on Malaysia Airlines’ document number 232, and on services operated by Malaysia Airlines for flights with the carrier code “MH”. 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 Upgrade Offer, which may vary from time to time. The following shall NOT be eligible for Upgrade Offer: (a) Non 232 tickets, (b) Open tickets, (c) Enrich redemption tickets, (d) Waitlisted tickets, (e) Staff tickets, (f) Bookings with infant(s), (g) Children traveling alone, (h) Sponsored/complimentary/awarded/lucky draw tickets, (i) Flights operating to and from Middle East region ie. AMAL flights (KUL-JED vv MH 156/157, KUL-MED vv MH158/159), (j) MASwings and Firefly flights, (k) MHflypass tickets, and/or (l) 232 tickets with codeshare itineraries 2.By submitting an Upgrade Offer: (a) a Passenger 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; and (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. 3.In order for the Passenger to participate in an Upgrade Offer, the Passenger must first purchase a confirmed ticket (“Ticket”) for travel in Economy Class or Business Class, subject to the Terms and Conditions outlined in Point 1. 4.Passengers with an eligible flight segment(s) will receive an invitation to submit an Upgrade Offer through email or WhatsApp’s Blast. Alternatively, Passengers with Ticket will have the option of checking on the eligibility of his or her flight segment(s) by visiting the Malaysia Airlines website (www.malaysiaairlines.com) by entering the required details including the Malaysia Airlines’ Booking Reference. 5.The Upgrade requires a payment which is applicable for either Economy Class to Business Class or from Business Class to Business Suite. 6.Up to Passengers may submit an Upgrade Offer for each eligible segment up to 36 hours before the segment's scheduled departure time, along with their credit card details. The Upgrade Offer will be reviewed up to 72 hours before departure. Once the required information is completed and confirmed by the Passenger, the Upgrade Offer will be registered for consideration, subject to these Terms and Conditions. The Passenger will receive an email confirming that the Upgrade Offer has been received. However, please note that this email does not constitute acceptance of the Upgrade Offer. 7.Passengers may only submit one Upgrade offer per eligible flight segment as per the purchased ticket. 8.If there are two or more passengers in the Passenger’s booking, only one (1) Upgrade Offer may be submitted for all passengers in that booking. The offer amount will be calculated per passenger and then multiplied by the total number of passengers in the booking. By submitting the Upgrade Offer, the Passenger is deemed to have the authority to act on behalf of and bind all people named or included in the offer to these Terms and Conditions. In the case of split bookings, each booking must submit a separate Upgrade Offer individually. 9.In the event of updating the credit card details for MHupgrade, Passengers have two options: i. In advance, passengers may email [email protected] to request a link for changing credit card details. ii.Alternatively, if the upgrade fails due to a credit card issue, the system will automatically send an email with two options: call your bank to authorize the transaction or use the link provided to change your credit card details. This email will only trigger 72 to 36 hours before flight departure. 10.Passenger may revise the Passenger’s Upgrade Offer through the hyperlink on the offer acknowledgement email or modify offer email up to 36 hours before Passenger’s segment departure time, if Passenger’s Upgrade Offer has not been already accepted by Malaysia Airlines and Passenger’s credit card has not been charged. However, if Passenger’s Offer is accepted before Passenger amends the Upgrade Offer, Passenger is legally bound to complete payment for the price stated in Passenger’s final Offer. 11.For passengers opting for Instant Upgrade, payment made via AMOP (Alternative Mode of Payment) – including credit or debit cards and digital wallets such as Touch & Go eWallet – will be charged immediately upon submission. If the upgrade request is unsuccessful, the amount charged will not be automatically refunded. Passengers must contact the Malaysia Airlines Contact Center and provide payment evidence (e.g., transaction receipt or payment confirmation) to initiate the refund process. 12.Any applicable pre-payable taxes and fees for the Upgrade and the total amount payable will be displayed as “Total”. Taxes that are 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 the Passenger. i. Effective 1 March 2024, the rate for Malaysian Sales & Service Tax (SST) of all offers involving travelling on Domestic sectors only shall be at Eight percent (8%). ii.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. 13.Subject to Passenger’s credit card type, acquiring bank and issuing country, upon submission of an Upgrade Offer, Passenger may receive a notification that one (1) unit of offered currency [except in the case of Japanese Yen (JPY), and depending on credit card type, ten (10) or one (1) Yen] has been charged to Passenger’s card. This is due to the authentication of Passenger’s credit card. However, this amount will be reversed from Passenger’s credit card account immediately and will not be listed in Passenger’s statement. Notwithstanding the foregoing, depending on the credit card terms and conditions, Passenger may be charged a foreign transaction fee by the credit card issuer, and such fees shall be borne by Passenger. 14.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. Booking Reference is required to submit an Upgrade Offer from the Malaysia Airlines upgrade website. Booking Reference provided must be kept confidential at all times. Passenger must not share his/her Booking Reference and Passenger is responsible for protecting it against improper or unauthorized use. 15.Malaysia Airlines reserves the right, in its sole discretion, to decide whether or not to accept Passenger’s Upgrade offer, and it makes no representation that any Passenger will be upgraded regardless of whether or not seats are available in the class of service for which an Upgrade Offer is being made. 16.Acceptance of Passenger’s Upgrade Offer will be sent to Passenger’s email address within 24 hours prior to departure of Passenger’s next segment, and the total offered amount has been charged to Passenger’s card. Passengers whose Upgrade Offer has not been accepted will be notified within 24 hours prior to departure of the Passenger’s next segment. If Upgrade Offer is accepted, the booking class will be reflected to the higher cabin for the upgraded sector when Passenger check-in for the flight. 17.If for whatever reason the purchase cannot be completed successfully, no payment will be charged by Malaysia Airlines. The amount set aside will be reversed to the Passenger’s nominated payment in due course depending on the Passenger’s issuing bank. 18.Any Upgrade Offer submitted by Passenger cannot be cancelled within 72 hours – 36 hours unless the offer is unsuccessful. However, passengers may cancel their offer submission before the 72 hours window prior to departure by contacting our MH Contact Center or drop an email to [email protected] 19.Malaysia Airlines does not guarantee specific seat assignments to Passengers whose Upgrade Offers are accepted. Seat Selection is on an as-is basis, non-transferable between passengers and non-exchangeable in any form. 20.All personal costs and/or any other costs and/or related expenses that are incurred to purchase the seat upgrade are at Passenger’s sole responsibility and own costs. 21.There will be no refund, credits, or exchanges once Passenger’s Upgrade Offer purchase has been accepted by Malaysia Airlines and Passenger’s nominated payment has been charged. 22.Upgrade is strictly non-transferable. 23.Once Passengers receive the confirmation email signifying acceptance of Passenger’s Upgrade Offer, Malaysia Airlines will not be responsible or liable for any claims, damages, losses, costs or expenses arising from any changes to the booking, whether such changes are made by Passengers or any third party for whatever reasons. 24.If the Passenger makes changes to the Ticket after the Upgrade Offer 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.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 Upgrade Offer 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 a Passenger’s booking is transferred to flight operated by an airline other than Malaysia Airlines, and the Upgrade is no longer applicable, the Passenger may request a refund by contacting our Contact Center. Please note that Malaysia Airlines does not guarantee an upgrade on flights operated by other airlines. If such Upgrade is not available, the Passenger is entitled for a refund as per Paragraph 23 herein. Malaysia Airlines may change a selected seat for operational, safety, or security reasons, including flight cancellation and aircraft change. In such scenarios, Malaysia Airlines will provide a suitable alternative, and seat fees are refundable if passengers receive seats of a lower value. Except for the seats substitution and/or refund of the Upgrade value (whichever applicable), Malaysia Airlines shall have no further liability and shall not be held liable for any and all losses or damages suffered or incurred by the passengers for Malaysia Airlines’ failure to provide the seat selections losses or damages suffered or incurred by the passengers for Malaysia Airlines’ failure to provide the seat selections. 26.Refund a. Passengers are entitled to a refund for the confirmed Upgrade Offer under the following conditions: i.The flight for which Passenger’s Upgrade Offer was accepted and upgraded was cancelled. ii.The flight for which Passenger’s Upgrade Offer 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. iii.Passenger’s Upgrade Offer 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. iv.Compassionate ground (death in the family/hospitalization) * subject to current refund policy. b.No refund will be issued in the case of a change to a substitute aircraft to operate a flight where the Upgrade Offer is still available to Passenger on that substitute aircraft. c.Should any refunds be approved, as set out the above-mentioned circumstances, the amount paid will be refunded to the nominated payment card that was used to pay for the Upgrade Offer, 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. d.Except for the seats substitution or refund of the price for the pre-booked seats (whichever applicable), Malaysia Airlines shall have no further liability and shall not be held liable for any and all losses or damages suffered or incurred by the passengers for Malaysia Airlines’ failure to provide the seat selections. e.For request of refund, Passenger shall submit a written request to: [email protected] with a scanned copy of the following documents: i.Boarding Pass for the flight in question ii.Email notifying that the MHupgrade is successful iii.Any other relevant document(s) f.Refunds shall be submitted within three (3) months from the scheduled flight date. Any decision pertaining to refunds will be in accordance with Section 22 of these Terms and Conditions and such decisions by Malaysia Airlines shall be final and binding. 27.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 Upgrade Offer has been accepted and Passenger has been upgraded. However, Passengers who are successfully upgraded will be entitled to an additional 10kg baggage allowance, on top of their original baggage entitlement. 28.Upgrade purchase entitles the Passenger to use Malaysia Airlines lounge services in respect of the flight for which Passenger’s Upgrade Offer was accepted provided that the Passenger presents a valid boarding pass as supporting document before access to lounge can be given. This service is subject to the lounge availability at each departure airport. 29.Enrich members will earn Enrich Points for the fare (amount) paid for an Upgrade Offer for travel on Malaysia Airlines operated flights issued on a 232 document. Enrich Member will earn 1 Enrich Point for every RM5.00 spent for an Upgrade Offer for the respective sectors. All other applicable Enrich terms and conditions shall apply. 30.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. 31.Malaysia Airlines decision on matters relating to the Upgrade Offer shall be final and absolute. No discussion, correspondence, enquiry, appeal or challenge by any of the Passengers in respect of any decision of Malaysia Airlines shall be entertained. 32.These Terms and Conditions shall be construed, governed and interpreted in accordance with the laws of Malaysia. 33.These Terms and Conditions will prevail over any inconsistent terms, conditions, provisions or representations contained in any other promotional materials advertising the Upgrade Offer. 34.Malaysia Airlines reserves the right to amend, add, delete or cancel any or all these Terms and Conditions from time to time, without any prior notice. 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. 35.Malaysia Airlines reserves the right to cancel, terminate, or suspend MHupgrade without any prior notice but shall honor Upgrade Offers which have been accepted by Malaysia Airlines. For any avoidance of doubt, any such cancellation, termination, or suspension shall not entitle the Passengers to any claim or compensation against Malaysia Airlines, its agents, and employees for any and all losses or damages suffered or incurred by the Passengers as a direct or an indirect result of the act of cancellation, termination or suspension thereof. 36.By making an offer, the Passenger confirms that they have read and understood the Terms and Conditions outlined herein, and hereby fully accept and agree to all the terms and conditions specified.

“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.

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. 

Contributions made to MERCY Malaysia are tax-deductible.  MERCY Malaysia will issue the tax-deductible receipts for the donations on a quarterly basis.  All donations made are final. In the event of flight cancellations, donations are not refundable.  Donations are optional and not exchangeable.  Donations are not available for codeshare and interline flights.  General enquiries on donations can be channeled through email to: [email protected] The MERCY Malaysia donation ancillary is only available on Point of Sales in Malaysia and segments departing from Malaysia.  The MERCY Malaysia donation ancillary is applicable for Adult, Children and Student passengers.  The donations are not available on our ‘Manage Booking’ tab .  The passenger info shared between Malaysia Airlines and MERCY Malaysia is strictly for tax exemption purposes.  The MERCY Malaysia tax exemptions are applicable for Malaysian nationals only.  After purchasing the donation ancillary, passengers are required to fill in the donor details form to be eligible for tax exemption: https://forms.malaysiaairlines.com/221739177911865 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 the specific add-on services as follows. Extra Baggage Only a 10kg Extra Baggage allowance is included. Any additional baggage allowance 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 Standard Seat Selection Available for any Standard Seats, whether window, middle, or aisle. Standard Seat selection does not include facility seats such as bassinet seats. In case of involuntary changes, passengers will be reassigned onto the similar seat type (i.e. standard 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 available for all Malaysia Airlines flights, both domestic and international. It is not available for codeshare flights. The bundle is available for Economy Class bookings under Economy Value option. It is not available for Economy Basic and Flex, as there is already a Standard Seat selection offered in the Economy Basic and Flex option. 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, 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 and oneworld Emerald members, as standard seat is complimentary for these Frequent Flyer Programme tiers. Children travelling alone or unaccompanied minor (UMNR). Passengers with disabilities or special needs. Passengers under group bookings (more than 9 persons). Passengers traveling 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 except for involuntary changes or cancellation. 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 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 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.