MHguardian

Ensuring Smooth Travel Experience for All

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Malaysian Hospitality for all Fret not if you or anyone in your travel group has issues with mobility or fitness. We're here to make sure you have a smooth flight experience, regardless. Find more about our MHguardian.

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Flying with children or arranging for their independent travel? Here is a guide on the special services we have for young flyers and how to make arrangements for them. Letting your child fly alone is never easy, but here, at Malaysia Airlines, we want to give your child the best flying experience possible. Our friendly ground staff and cabin crew will be with your child every step of the way, from check-in to boarding, right until they meet their guardians at their final destination. Our ‘unaccompanied minor’ (UMNR) service is available for children aged between 5 and 15, who are travelling alone, or travelling in a different travel cabin class with a parent or an accompanying adult. With this service, your child will be accompanied to the boarding gate by a ground staff and handed over to our cabin crew, who will ensure that he or she is comfortably settled in. On arrival, our ground staff will accompany your child through immigration and baggage collection, before handing them over to the appointed guardian at the arrival gate. Below are the age categories on the acceptance of an unaccompanied minor:

We would advise that you speak to your children about the journey, and know that they are always able to reach out to any Malaysia Airlines representatives. In order for your child to have a seamless experience on board, please ensure that they are fit to fly and that they are able to follow our crew member’s safety instructions. *The unaccompanied minor service is unavailable for flights involving transfers with stopovers of more than 24 hours, unless, parents or guardians have arranged for the child to be picked up at the transfer point. The conditions under which minors are permitted to travel, however, may differ based on point of departure. For this reason, we advise you to contact your nearest Malaysia Airlines office for more details.

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This service must be requested upon reservation of flight tickets. The unaccompanied minor service is available through Malaysia Airlines Call Centre 1300 88 3000 (Inside Malaysia) +603 7843 3000 (outside of Malaysia, long distance call charges may apply) or City/Airport Ticket Office. You are required to complete the Unaccompanied Minor (UMNR) Handling Service Form for verification purposes during check-in. Before your child travels, please ensure that you have: Four copies of the UMNR form (if you are travelling without any transit point) Five to six copies of the UMNR form (for travel with transit points) *This service is subject to seat availability.

Download UMNR form here

Families with infants and children are invited to board the aircraft first. This allows parents more time to stow away their luggage and ensure that their kids are seated comfortably without having to worry about disturbing the flow of passengers boarding.

There’s a lot to see and do on board an MH flight. Our Audio Video On Demand (AVOD) system, available on selected aircrafts, offers a selection of movies, and cartoons that will keep your kids busy and entertained.

If you are travelling on a flight that has a meal service, our special Child’s Meal (CHML) is nutritionally designed for children aged 2 to 12. The exact meal served depends on the flight sector, so do call us in advance if you would like to make a request. This service must be requested through the Reservations/Ticket Counter/Call Centre at least 24 hours before departure. Please call 1 300 88 3000 if you are calling from within Malaysia or +603 7843 3000 if you are overseas.

At Malaysia Airlines, we strive to provide the best flying experience possible to all our passengers. To our elderly or senior citizen passengers, you may request our Wheelchair or Meet and Assist services 48 hours before your flight. To be entitled for these services, you must be of 60 years and above and may be travelling alone or with a companion. If you have requested for wheelchair or Meet & Assist services, please proceed directly to counters B1 or B2 for check-in if you are departing from KLIA. If you are departing from other airports, please proceed to the special assistance counter for check-in.

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If you require wheelchair assistance, just visit our B1 & B2 check-in counters at KLIA, or our special assistance counter at the airport. We will assist you in bringing you through the Immigration, Customs or Security gates if required. Our ground crew will then arrange to have you brought to your gate for your flight. On your arrival, our ground crew will have your wheelchair service arranged to have you brought from the aircraft all the way to your arrival gate at the arrival terminal.

For elderly or senior citizen passengers who are travelling alone, you may request our Meet and Assist service 48 hours prior to your departure by contacting our call centre at 1300883000. Our Meet & Assist service will guide you from your departure through your arrival, with our ground crew providing assistance from your departure, all the way through to your arrival. We will assist you in bringing you through the Immigration, Customs or Security gates if required. On the day of your departure please proceed to the following counters for assistance: Kuala Lumpur International Airport: Special Assistance Counter at B1 and/or B2 (subject to change due to operational requirement). For other stations: You may approach our staff for assistance on this matter.

Only Enrich Gold and Platinum; or Business Class passengers will be given Lounge access. Our Malaysia Airlines staff will guide you to the location of the Lounge.

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To ensure that your needs are met with utmost care, it is important that you inform our Reservations staff of your disability or that of your charge’s at the time of booking so that we can help you make all the necessary arrangements. To reserve flight tickets through our staff, please call 1 300 88 3000; +603 7843 3000 if you are overseas. If you have requested for wheelchair or Meet & Assist services , please proceed directly to counters B1 or B2 for check-in if you are departing from KLIA. If you are departing from other airports, please proceed to the special assistance counter for check-in.

Passengers with disabilities who present their OKU (Orang Kurang Upaya) identification cards upon ticket reservation enjoy a special rebate on flights within Malaysia (except for flights on MASwings and promotional fares).

Malaysia Airlines remains committed in providing quality facilities and services to our valued passengers including passengers with reduced mobility who require wheelchair services and other types of assistance. To ensure safe, convenient, orderly and timely embarkation of our passengers with reduced mobility, we have enhanced our current operational procedures and policies on wheelchair requests as follows; Effective 31 March 2018, wheelchair requests must be made through our Global Customer Contact Centre and/or Ticket Office and/or Malaysia Airlines’ appointed travel agents, at least 48 hours prior to departure. Some passengers with mobility impairments may require medical clearance before flying. For more information, please contact our Global Customer Contact Centre at 1 300 88 3000 if you are within Malaysia or +603 7843 3000 if you are overseas. Visit our Terms & Condition for more information

If you require wheelchair assistance, just visit our B1 & B2 check-in counters at KLIA, or our special assistance counter at the airport. We will assist in bringing you through the Immigration, Customs or Security gates if required. Our ground crew will then arrange to have you brought to your gate for your flight. On your arrival, our ground crew will have your wheelchair service arranged to have you brought from the aircraft all the way to your arrival gate at the arrival terminal.

The following conditions are usually considered unacceptable for air travel: Anaemia of severe degree Severe cases of otitis media and sinusitis Acute contagious or communicable diseases e.g. open tuberculosis Myocardial infarction within 6 weeks of on-set/congestive cardiac failure Hypertensive disease with severe complications Peptic ulceration with recent haemorrhage within 3 weeks Post-operative cases (within 10 days of simple abdominal/within 21 days of chest surgery) Skin diseases which are contagious in nature Fractures of the mandibles with fixed wiring of the jaw Mental illness without escort and sedation Expectant mothers of normal pregnancy beyond 36 weeks. Expectant mothers with multiple or complicated pregnancy beyond 32 weeks Introduction of air body cavities for diagnostic or therapeutic purpose within 7 days

Incapacitated passengers are those who, because of their medical, physical or mental condition require individual attention which is not normally provided to other passengers. This attention may be required on embarking, disembarking, in-flight, in an emergency evacuation and/or during ground handling. Some incapacitated passengers may have permanent but stable disabilities, e.g. arthritis, deafness, blindness, or paralysis of all or part of the body. Others may have temporary disabilities such as recent surgery, broken limbs, or recent illness which requires them to be on a stretcher or wheelchair. Not all incapacitated passengers require medical clearance before being accepted for travel. However, passengers with the following incapacities and/or disabilities must be subject to medical clearance by our Medical Services Department before being accepted for travel: Those suffering from any disease believed to be actively contagious and communicable. Those who, because of certain diseases or incapacitations, may have or may develop unusual behaviours or physical conditions which could have an adverse effect on the welfare and comfort of other passengers and/or crew members. Those who can be considered to be a potential hazard to the safety or punctuality of the flight including possible diversion and unscheduled landing. Those who would require medical attention and/or special equipment to maintain their health during the flight. Those who may have their medical condition aggravated during or because of the flight. If you have enquiries regarding the assistance provided for specific conditions, please contact our Call Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia).

Some health conditions may require a passenger to get medical assessment and clearance from the airline before flying with us. Malaysia Airlines reserves the right to refuse to carry passengers with health conditions which may pose a risk to flight safety. If a cabin crew member suspects that a passenger is ill before departure, the Commander of the aircraft will be informed. An unfit passenger may be off-loaded on the Commander’s evaluation.

Passengers who require medical assistance must ensure the Medical Information Form ( MEDIF ) is completed and signed by their attending doctor and submitted to Malaysia Airlines Medical Assistance (MEDA) Desk at [email protected] ahead of travel.

*Malaysia Airlines only offers rental of POC from its appointed vendor. Any other rented POC with other companies besides the appointed vendor will be considered as the passenger’s own POC. ** Subject to Malaysia Public Holidays The MEDIF is valid for 20 calendar days only, once a Malaysia Airlines medical examiner approves the request, prior to commencement of travel. For further information on medical clearance, please contact the MEDA Desk staff at [email protected]

Infants in incubators. Passenger traveling on a stretcher. Passenger travelling with their own medical equipment such as portable oxygen concentrator, infusion pumps and suction apparatus. Such Medical Portable Electronic Devices (M-PED) must be FAA approved. Passenger flying with or after an illness, infection or surgery in which the flight environment may aggravate their condition or their condition may be a health risk to others onboard. Examples of such cases: Angina pectoris or chest pain at rest. Recent myocardial infarction and stroke (time period depending on severity of illness and duration of travel). Recent severe chronic respiratory disease, or unresolved pneumothorax. Raised intracranial pressure due to hemorrhage, trauma or infection Recent surgery or injury where trapped air or gas may be present, especially abdominal trauma and gastrointestinal surgery, cranio-facial and ocular injuries, brain operations, eye operations and penetrating injuries of the eyeball. Serious or acute infectious disease. Mental health illness. Decompression sickness after diving. For more information, please email [email protected]

Full term infant more than one week old. Premature infant more than 39 weeks gestational age. Pregnant woman with normal pregnancy. With multiple pregnancy, it is not recommended to travel after 32 weeks. With single pregnancy, it is not recommended to travel after 36 weeks. Normal post-delivery woman after the first week. Post-caesarean section delivery woman. The above passengers however, are required to bring with them a letter confirming fitness to fly, from their doctor. This is to be presented at the check-in counter where you will be required to fill out a Release Form.

Malaysia Airlines offers stretcher services within Malaysia and on international routes to passengers who must travel in a reclined position, because of a medical condition or injury. These passengers can be accommodated with stretcher services only in the economy class cabin. (Effective 1 September 2018) Before making a stretcher service booking, please do the following: Download the Medical Information Form (MEDIF) Send the completed MEDIF to the Malaysia Airlines MEDA Desk at [email protected] , at least 10 working days before the intended flight. The MEDA Desk team will contact you to quote the applicable stretcher fare, confirm whether you can be accepted for travel and book your tickets. Acceptance of passengers on stretchers is subject to flight and stretcher availability, as well as approval from Malaysia Airlines’ medical services. A passenger who travels with a stretcher must be accompanied by a medical escort unless exemption has been obtained from Malaysia Airlines’ medical services. Passengers on stretchers will have to make their own arrangements for ambulance transfers, at both the departing and arrival airport and for any medical equipment required for use on board. Authorization from Malaysia Airlines’ technical services is required for use of any medical equipment onboard. Malaysia Airlines’ MEDA Desk is open from 8.30 a.m. to 5.30 p.m. Monday to Friday (closed on Saturday, Sunday and Malaysia Public Holidays)

Malaysia Airlines accommodates infant incubator services on all domestic sectors and/or direct international routes, with a duration of 3 hours and below. Infants on ventilation machines will not be accepted for travel. (Effective 31 May 2019) For incubator service reservations, kindly proceed with the following: Download the Medical Information Form (MEDIF) Send the completed MEDIF to the Malaysia Airlines MEDA Desk at [email protected] , at least 10 working days before the intended flight. The MEDA Desk team will contact you to quote the applicable incubator fare, confirm the acceptance of incubator carriage and assist with the infant flight booking. Acceptance of infants in incubators is subject to flight and seat availability, as well as approval from Malaysia Airlines’ medical services. An infant who travels with an incubator must be accompanied by at least one (1) medical escort, paramedic or nurse. The incubator will be located in the economy class cabin. The incubator must be provided by a medical service provider and have a heating element that is battery powered. Should the infant require oxygen support, the airline only accepts FAA approved Portable Oxygen Concentrators (POCs) with continuous oxygen flow. The POCs must be battery powered and last 150% of the flight time. Passengers will have to make their own arrangements for ambulance transfers, at both departure and arrival airports, and for any medical equipment required for use on board. Authorization from Malaysia Airlines’ technical services is required for use of any medical equipment onboard. Malaysia Airlines’ MEDA Desk is open from 8.30 a.m. to 5.30 p.m. Monday to Friday (closed on Saturday, Sunday and Malaysia Public Holidays)

Malaysia Airlines allows the carriage of POC onboard its flights subject to approval from its Medical Service and Engineering departments. (Effective 31 st May 2019) Type of POC carriage : Rental Personal For transportation only (not used on board) Acceptance Conditions Prior to accepting POC passenger on board, the following conditions must be observed:- MAB requires a passenger to obtain MEDIF clearance before the purchase of a flight ticket. All carriage of POC onboard must be FAA approved and requires MAB’s approval via MEDIF. Checked-in POC does not need to be FAA approved however, requires MAB’s approval via MEDIF. POC intended for use on board must be operable and in good condition. Only battery operated POC is accepted on board. Only dry cell or gel batteries are permitted on board. POC must have sufficient battery power to last one and half times the journey length (150% travel time).** Passengers using POC from home to the airport are required to bring spare batteries that will last 150% the duration of your flight time in order to ensure the batteries are sufficient throughout the journey ** Device cannot be operated using aircraft power supply Approved MEDIF must be presented upon check-in MAB reserves the right to assess/inspect POC before boarding POC Passenger must demonstrate that the device is in working condition ** POC for use onboard will not be considered as the passenger's carry-on baggage POC for transportation only (not used onboard) will be considered as the passenger's carry-on baggage (to remove and package the batteries separately from the POC) Passenger shall not occupy bulk head or exit row seats. Passenger with POC must occupy window seat to ensure mask tubing does not create a tripping hazard. The POC must be stowed under the front seat. * * this requirement does NOT apply to POC not intended for use on board. Passenger must get MAB approval via MEDIF even if the device is not intended for use on board. Medical Clearance Passengers must ensure the Medical Information Form ( MEDIF ) is completed and signed by their attending doctor and submit to MEDA Desk accordingly: Rental POC from MAB appointed supplier: For passengers departing from Kuala Lumpur International Airport, MEDIF must be submitted to MEDA desk at least three (3) working days before travel. If departing from other than Kuala Lumpur International Airport, MEDIF must be submitted to MEDA desk at least ten (10) working days before travel. Personal POC Passenger from Kuala Lumpur International Airport or any other airport, MEDIF must be submitted to MEDA desk at least three (3) working days before travel. Carriage for Transportation Passenger from Kuala Lumpur International Airport or any other airport, MEDIF must be submitted to MEDA desk at least three (3) working days before travel. * MEDA Desk operating hours is 0830hr – 1730hr, Monday to Friday; excluding public holidays. Deny Carriage Deny carriage falls under the following circumstances; if passenger fails to check-in on time with the POC If the device Is not in working condition (can’t be switched on and off / indicators not lighted up etc.) Is not in good condition (tube cracked, leaking battery, etc.) Description on MEDIF does not match actual POC Has insufficient number of batteries or battery power Malaysia Airlines reserves the right to deny carriage on the relevant flight until all related policy requirements have been met. In case of denied carriage: All charges including ticket change, visa, transportation, hotel, and doctor’s costs are the responsibility of the passenger. Malaysia Airlines will not accept liability or responsibility for any costs associated with denied carriage.

If you have a stable chronic disease (e.g. diabetes, hypertension, asthma), which is well controlled on medication, you do not need medical clearance. You should take the medication following the timing of your departure city and adjust accordingly when you arrive at your destination. You should carry your medications in your hand luggage adhering to the guidelines stipulated under " Travelling with medicines ". Diabetics If you are diabetic, you are advised to have additional supplies of insulin or tablet medication, spare needles or syringes readily available in your hand baggage in case of breakages or delays en route. You will need to have a doctor’s authorization to confirm you are insulin dependent to avoid problems with Security at the airport. As diets for diabetics vary considerably, please inform us at least 24 hours in advance of your meal requirements. Pacemaker If you have a pacemaker in your body, carry an ID card stating or a letter from your doctor stating that you have a pacemaker. It is safe to fly with a pacemaker provided that your cardiac condition is stable. However, some issues that may be of concern are during the security screening procedures at the airport. Passing through an airport metal detector won't interfere with your pacemaker, although the metal in it may sound the alarm. Avoid lingering near or leaning against a metal-detection system. If security personnel insist on using a hand-held metal detector, ask them not to hold the device near your pacemaker any longer than necessary. In addition to that general advice, you should check with your own doctor and read the instructions from the manufacturer of your own model of pacemaker to find out whether the pacemaker you have is more sensitive to the metal detection equipment. Divers Divers should not fly soon after diving because of the risk of decompression illness due to reduced cabin pressure. It is recommended that divers do not fly until at least 12 hours after their last dive and this period should be extended to 24 hours after multiple dives or after diving that requires decompression stops. Divers who undergo Hyperbaric Oxygen Therapy (HBOT) due to decompression illness are not to fly at least 72 hours after their last HBOT session. Travelling with medicines You are advised to carry your medication in your hand luggage. You should also carry a copy of the prescription or a supporting written statement from your doctor in case the medication is lost, additional supplies are needed, or security or custom inspections require proof that it is for personal use.

Peanut and Tree Nut Allergies (Effective 24 June 2019) Malaysia Airlines intends to provide clear and transparent peanut and tree nut allergy requirements to our passengers to help them make informed decisions when choosing to fly in the conditions explained here. We encourage passengers with peanut/nut allergy concerns to discuss their travel plans and assess their fitness to travel with their doctors first. It is the responsibility of passengers with peanut allergies to identify themselves as having sensitivity or allergy to peanut/nut at the time of booking. Peanut/nut allergic passengers do not require airline medical clearance. Environment: Malaysia Airlines is unable to guarantee a peanut/nut-free environment in its aircraft or airport lounges. The airline does not prohibit passengers from bringing their own peanut/nut products on board. Malaysia Airlines will not implement peanut-free or nut-free buffer zones and/or remove the service of peanut or nut snacks; nor make onboard announcements refraining passengers from consuming peanuts/nuts. Meals : The airline does not guarantee that the meals served, including any special meals for peanut/nut allergic passengers are prepared in a peanut/nut-free kitchen or has had no cross-contamination with peanut/nut products within the various flight kitchens and catering services in our network. Passengers with peanut/nut allergies should request for suitable alternative meals (SPML) or bring their own food items that do not require chilling or reheating on board if they need to be self-assured of allergen-free meals. Peanuts and nuts snacks are served on many of our flights and peanut is an integral ingredient in some of our inflight dishes, such as the peanut sauce for satay served in business class and business suite class. If you have peanut/nut allergy, you are strongly recommended to: Notify us of your allergy at the time of booking and request for a suitable alternative meal no later than 24 hours before your flight departure. Perform check-in at the airport check-in desk. Download the Peanut/Nut Release Form here and bring two (2) copies of the completed forms with you. Handover one (1) copy at the airport check-in desk. Keep the second copy for staff confirmation at the departure gate or onboard the flight. If you are checked through and you connect on Malaysia Airlines from another carrier, you are required to handover one (1) copy to the Malaysia Airlines departure gate staff for your connecting flight. Keep the second copy for staff confirmation onboard the flight. Bring a doctor’s Action Plan for allergic reaction/ anaphylaxis. Carry your medication such as EpiPens in your cabin baggage and keep them within reach during the flight. Ensure that you and/or travel companion/s are trained in using the EpiPen. Alert Malaysia Airlines staff member (on the ground or on board) when you feel the symptoms of an allergic reaction. Bring your own food items that do not require chilling or reheating on board if you must be certain of an allergen-free meal. Board the aircraft early to wipe down armrests, meal trays and seat back areas. If you have peanut/nut allergy, you must: Inform codeshare airline partners and connecting airlines of your peanut/nut allergy requirements and be guided by the other airline’s policy Travel with an adult companion who is expected to administer treatment if required, if you are a minor below 16 years old.

Regulatory Reference

If you would like to obtain a copy of Part 382 regulatory reference (Non-discrimination on the Basis of Disability in Air Travel) in an accessible format from the US Department of Transportation, you can do it by the following means: For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travellers with Disabilities at 1 800 778 4838 (voice) or 1 800 455 9880 (TTY), the Aviation Consumer Protection Division at 202 366 2220 (voice) or 202 366 0511(TTY). By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave. SE, West Building, Room W96-432, Washington, DC 20590. On the Aviation Consumer Protection Division website. You may also access the Regulation (EC) No.1107/2006 of the European Parliament and the Council concerning the rights of disabled persons and persons with reduced mobility when travelling by air here.

Medical information

Limited medical care is available in-flight. All our cabin crew are trained in basic provision of medical care.

Malaysia Airlines cabin crew are trained in the use of first-aid equipment and in carrying out first-aid and CPR procedures. They are also trained to recognize a range of common medical conditions and to provide the necessary assistance.

The medical equipment available onboard Malaysia Airlines aircraft includes: First-aid kits and Automated External Defibrillator (AED) to be used by the cabin crew. Physician’s kit to be used by a doctor.

Malaysia Airlines cabin crew may seek assistance from medical professionals to provide medical assistance to an injured or ill person onboard the aircraft. Passengers who identify themselves as medical professionals will be requested to show relevant identification and/or provide details of their medical qualifications to our cabin crew. To the extent permitted by law, Malaysia Airlines will indemnify the medical professional against legal liability that may arise from their assistance or treatment given onboard the aircraft.