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Your safety and well-being are our priority
Our commitment to our customers and employees during the COVID-19 outbreak
At Malaysia Airlines, delivering Malaysian Hospitality is at the heart of everything we do.
The well-being of our customers and employees is of utmost importance to us, as such, we have put in place various enhanced protective measures with your best interests in mind.
Our key health and safety measures adhere to the guidelines set by local and international health authorities such as the Ministry of Health Malaysia (MOH) and World Health Organisation (WHO) to provide a safer and healthy travel experience.
Malaysia Airlines also adheres to flight safety guidelines provided by local and international aviation authorities such as the Civil Aviation Authority of Malaysia (CAAM) and International Civil Aviation Organisation (ICAO).
In line with this, Malaysia Aviation Group (“the Group”) recently introduced the ‘Fly Confidently’ campaign to inform passengers on our enhanced protective measures at all touchpoints. The guidelines can be viewed and are available for download at each airline’s official website.
Keeping Everyone Safe
- Passengers are reminded to be aware of the travel rules and restrictions of your departure and arrival country. Visit iatatravelcentre.com for information.
- Passengers are encouraged to check-in via web or mobile. Alternatively, self-service check-in kiosks* are also available for those travelling on domestic and regional routes.
- Passengers with symptoms of fever, cough, and breathlessness are strongly advised to postpone their travels to prevent from being denied boarding and entry into countries that impose specific restrictions.
*Available at certain airports.
- Passengers and employees at the airport should maintain social distancing by following the floor markers which provide guidance for maintaining a safe distance.
- Malaysia Airlines welcomes the removal of inflight social distancing (ISD) recently announced by Malaysia’s Ministry of Transport.
- However, we will continue to apply social distancing rules whenever possible, and in accordance with a destination country’s regulations on the matter. Where social distancing is not feasible, other preventive measures should be adhered to at all times.
Face Covering and Mask:
- Despite the low risk of transmission onboard, Malaysia Airlines has put in place additional mitigation to further reduce the risk by requiring all passengers to wear face coverings or protective masks, aligned with the applicable public health guidelines.
- The usage of face coverings or protective masks are enforced at the following touchpoints effective 23th April 2020:
- In the aircraft cabin
- Collection of baggage on arrival
- This requirement applies to all passengers (excluding infants) travelling on all of Malaysia Airlines’ domestic, international and charter flights.
- To further reduce the risk of onboard disease transmission, the airline’s employees are required to wear personal protective equipment including gloves. Malaysia Airlines also uses disposable equipment in-flight including cutleries and towels.
- Passengers are reminded to comply with other health and safety measures during the pre-departure and arrival processes to ensure a safe journey. Please respect the personal space of others and observe social distancing where required.
- Additionally, passengers are advised to bring extra masks and hand sanitizers limited to 100ml of Liquid Alcohol Gel (LAG) for personal usage.
- Our aircraft disinfection method strictly adheres to the guidelines prescribed by the Ministry of Health Malaysia and WHO.
- Malaysia Airlines’ aircraft cleaning procedures have been further enhanced to include regular sanitisation and disinfection of the aircraft cabin, which includes wiping down of frequently touched surfaces and areas before each flight.
- In the unfortunate event where there is a suspected COVID-19 passenger on board, the entire row where the passenger was seated and its two surrounding rows from the front and back will be disinfected.
- The cleaning and disinfection process take into consideration the various ways the virus could spread, by ensuring thorough cleaning is done to target specific areas before the normal aircraft cleaning process can proceed.
- Besides cleaning the affected surfaces, all other materials such as pillows, magazines that could have been possibly touched by the passengers will be disposed of.
- A special aircraft manufacturer-approved chemical disinfectant is used in the cleaning and misting process, with attention on hard surfaces of the aircraft such as the armrests, chair tables, galleys and toilets.
- Our aircraft are equipped with High-Efficiency Particle Filters (HEPA) that filter and recirculate air from the cabin and mix it with fresh air. We have recently upgraded to better filtration capability filters to ensure the efficiency of the air recirculation. Please click here to find out more.
- Our check-in counters are equipped with protective sneeze guards and are cleaned periodically throughout the day. Hand sanitisers are also provided for the comfort of our passengers and employees.
- UV light technology has been installed by Malaysia Airports to sanitize luggage before it is ready for collection.*
*Available at certain airports.
- Malaysia Airlines conducts contactless temperature screening on all passengers to selected destinations.
- Passengers are advised to arrive early at the airport and proceed to the boarding lounge 90 minutes prior to departure where the screening will be conducted.
- Malaysian health authorities will conduct temperature screening on all passengers upon arrival and transit at Kuala Lumpur International Airport.
- Passengers will be given a Health Alert Card which must be kept for the next 14 days.
- All Malaysians and foreigners entering Malaysia are required to download the MySejahtera application on their phones. MySejahtera is an application developed by the Government of Malaysia to manage the COVID-19 outbreak in the country.
You may download the application via https://mysejahtera.malaysia.gov.my
- Effective 24th July 2020, all passengers travelling into Malaysia are to undergo a 14-day mandatory quarantine at dedicated quarantine centres upon arrival at Kuala Lumpur International Airport (KLIA) and must bear the cost of quarantine as determined by the Malaysian Ministry of Health. Passengers may refer to https://www.malaysiaairlines.com/nz/en/advisory/14-day-mandatory-quarantine.html for more information.
Customer and crew care
- To reduce the risk of onboard disease transmission, all our aircraft are equipped with medical communicable disease kits to cater for ill passengers.
Last updated 18 August 2020, 1100hrs (GMT+8)