Payment / Refund

What happens if I make a double payment or duplicate booking?

You can request for a Credit Voucher for a duplicate booking if 

• You have accidentally made more than one (1) booking for the same passenger, destination, date, and time OR
• Accidentally made the same booking after 24 hours OR
• Used a different payment method which resulted in two bookings with different booking numbers. 

Before submitting your voucher request via Live Chat, please check for the following conditions:

1. Both bookings must be for the same date(s), flight sector(s) and destinations (origin and destination)
2. Both bookings must have the same passenger’s name list
3. Credit Voucher request must be done before the departure date of your flight.

Note: We will maintain your first booking (based on the creation date and time) as a confirmed booking. Any approved Credit Voucher requests will be processed for the 2^nd or subsequent booking(s). 

On top of that, you can also request for a credit voucher if you happen to have made a double payment (only one booking and one booking number), OR if the same booking was charged more than once. 

What is a Credit Voucher?

The amount spent on your flight booking will be reimbursed to you as a Credit Voucher for you to make future bookings with MYAirline.

 

Who is eligible to receive the Credit Voucher?

The Credit Voucher will only be issued to either the payee of the booking or the passenger who is travelling.

For example, if Yen has booked a flight for herself and her buddies Ray and Geo in one booking, the Credit Voucher equivalent to the amount spent on this booking will be issued to Yen or Ray and Geo should the booking be cancelled for valid reasons. 

The Credit Voucher is non-transferrable once issued, therefore Yen will not be able to transfer any of her credit voucher amount to Ray or Geo once she has received it. However, Yen can use her credit voucher to book flights for other people including friends and family.

 

How do I apply for a Credit Voucher?

Please reach out to us via Live Chat to ask for a Credit Voucher. Once your request is approved, the voucher will be sent to you via email within 10 days.

 

How can I use my Credit Voucher?

Step 1 – Go to MYAirline.my and book your flights, choose any destination, any flight time, any date, and add any optional services you would like.

Step 2 - When you arrive at the payment page, under “Redeem Voucher” select “Add Voucher”. Fill in the Voucher number and pin, then select “Add”.

Step 3 – Once done, select “Complete Booking” to confirm your payment. 

If you have partially used up the Credit Voucher and your remaining Voucher balance is insufficient, you may use other payment options available to pay for the remaining balance such as credit card or online banking.

If the Credit Voucher balance is more than the amount payable, then the remaining balance of the Credit Voucher can be retained for the next flight booking until the end of its validity.  

 

Can I make a partial payment to confirm my booking? 

No, full payment is required for the booking to be confirmed. 

 

How do I know if my payment and booking was successful?

Occasionally, the large volume of traffic from sales can result in our payment gateway struggling to update payment for bookings in real time. Usually, upon confirmation of payment, you will be brought to the confirmation page where your Flight Itinerary will appear with the booking status stating "Confirmed".

Within 30 minutes, you will also receive the Flight Itinerary through your email provided during your booking.

 

Are MYAirline flights subject to Sales and Service Tax (SST)?

Yes, a Sales and Service Tax (SST) of 6% will be implemented on all domestic routes.

 

Will I be charged SST for international flights?

There will be no SST charged on international flights, including international Fly-Thru via Malaysian airports.

Is SST charged for Passenger Service Charges?

There will be no SST charged on Passenger Service Charges (PSC). Please note that the PSC or formerly known as Airport Tax, is collected by airlines on behalf of Malaysia Airports Holdings Berhad (MAHB).

 

What are the add-ons, fees, and charges that are subject to SST?​

Add-ons subject to SST are check-in baggage, excess baggage, meals, seat selection, and wheelchair service.

Fees and charges subject to SST are booking fee, name amendment fee, airport tax refund fee, infant fee, connecting flight fee, cancellation fee and flight change fee.

 

Where can I find MYAirline’s fees and charges?

Please refer to MYAirline's list of fees and charges. ​

 

Will SST be charged on flight change for group bookings?

​For flight change in group bookings, SST will be charged on the flight change fee and fare difference.  

 

Will SST be applied on add-ons, changes, or upgrades for group bookings? 

Yes, SST will be applied on add-ons, changes, or upgrades. 

 

Can I cancel my booking and get a refund?

Once your booking is confirmed, it cannot be cancelled and the payment you made is not refundable.

 

If I have bought my ticket through a Travel Agent, how shall I apply for my refund?

The request for a refund should be made to the travel agent from whom the ticket was purchased.

 

How will payment for my refund be made?

Payment will be refunded to the credit / debit card used to purchase the ticket except for FPX, Direct Debit & Cash payment. FPX, Direct Debit & Cash payment will be credited to Account Holder.

In the case of tickets issued by Travel Agencies, applicable refunds shall be processed and credited to the travel agency.

 

How long should I wait for my refund?

We work towards strict timelines of 7-14 working days. Once payment is with your issuing bank, your bank will credit the payment to your account according to their processes and timelines.

 

I didn't board the flight. Can I get an Airport Tax refund?

Yes, you can. Your refund will only be made after the date of departure.  Please note that a processing fee will be imposed on the refund, and other services purchased together with the flight will not be refunded.    

Can I still travel if I'm sick?

We understand that unexpected situations arise involving illness or medical procedures that can disrupt your travel plans.

You can still fly if you are sick but before you fly, you may be required to produce a medical certificate to certify that you are fit to travel depending on the type of medical condition / illness.

 

Medical conditions / illnesses that require a medical certificate to travel

Passengers with a medical condition / illnesses below are required to produce

1. A valid medical certificate dated no more than seven (7) days from the date of travel AND
2. Sign a Release and Indemnity form upon check-in confirming that they are fit to

Illness	When may passengers travel?
Chicken Pox	5 days after the rash first appeared, providing the spots are scabbed over
Measles	5 days after the rash first appeared
Mumps	5 days after the swelling first started
Rubella	5 days after the rash first appeared
Tuberculosis	If medical certificate proves that the passenger is not infectious
Whooping Cough	5 days after starting antibiotic treatment or 3 weeks after the onset of symptoms if not treated

For the safety of other passengers, we reserve the right to deny boarding passengers suffering from infectious, contagious or chronic diseases at our sole discretion.

Passengers with specific requirements requiring special assistance and passengers with medical conditions / illnesses including those that may require administering or carrying medication / syringes onboard are requested to contact us via Live Chat least 48 hours before the scheduled flight departure date to make prior arrangement for the type of special assistance required.

 

Medical conditions / illnesses that do not require a medical certificate to travel

As long as the condition or injury is stable and the passenger feels well, the following medical conditions / illnesses listed below do not require proof of a medical certificate:

• Paralysis
• Motor Neuron Disease
• Multiple Sclerosis
• Parkinson
• High Blood Pressure or High Cholesterol
• Diabetes
• Blood disorders (provided no oxygen is required)
• Epilepsy (only if you have not had a seizure within 24 hours prior to your flight departure time)
• Arthritis
• Insect Bites
• Minor injuries such as: toe and finger injuries; twisted ankles; pulled muscles; small cuts
• Sunburn
• Hepatitis B or C
• Dengue fever
• Viral Meningitis
• Malaria
• Cholera – when the symptoms have settled and passenger feels well enough to travel and the public health authority in the destination country allows travel
• Hepatitis A – when passenger feels well enough to travel
• Shingles – if the rash is not weeping or is covered
• Yellow Fever – Once the passenger feels well enough to travel and the public authority in the destination country allows travel
• Flu - once the symptoms have resolved.

For any of the following, medical conditions / illnesses,

• A heart attack or angioplasty
• Deep Vein Thrombosis (DVT) or Pulmonary Embolism (PE)
• Stroke (CVA) or head injury
• Surgery on the heart, chest or abdomen
• Joint replacement or

A passenger does not need to show any medical certificate as long as it has occurred more than three (3) months prior to the applicable flight departure date, is stable and the passenger feels well (provided no oxygen is required during the flight).

 

Can I cancel my flight due to my medical condition/illness?

• If a passenger is unfit to travel due to serious illness, a medical condition or procedure (e.g. hospitalization) - A Credit Voucher for the unused portions of the flight booking (excluding non-refundable fees and charges) will be offered. Please submit a copy of the valid medical documents (unfit to travel during travel period) to us via Live Chat.
• If it is due to the serious illness/medical condition of an immediate family member - A Credit Voucher will be offered for the unused portions of the flight booking (excluding non-refundable fees and charges). Please submit a copy of the valid medical documents (unfit to travel during the travel period) as well as proof of relationship* e.g. Birth / Marriage Certificate, to us via Live Chat.
  
  
• If a passenger is unable to fly on a scheduled flight booked due to the demise of an immediate family member – A Credit Voucher will be offered for the unused portions of the flight booking (excluding non-refundable fees and charges). Please submit a copy of the death certificate as well as proof of relationship* e.g. Birth / Marriage Certificate, to us. (If the deceased was supposed to fly, no cancellation fee shall be imposed on the deceased’s booking).

 

*MYAirline considers the following family members as "immediate":

 

● Spouse   ● Children

● Parents   ● Siblings

● Grandparents

 

Carriage of Medical Portable Electronic Devices onboard

You are allowed to carry onboard battery-powered medical portable electronic devices with the condition that it does not interfere with the aircraft electrical, navigational, communication equipment or poses any safety hazard to the aircraft and the cabin occupants.

Nonetheless, kindly take note that there are;

 

Prohibited Medical Portable Electronic Devices

Please note that medical portable electronic devices containing the items below are STRICTLY PROHIBITED and will not be accepted for carriage;

1. Oxygen cylinders/bottles
2. Wet/spillable batteries
3. Containing more than eight (08) grams of lithium per lithium metal battery
4. Containing more than one hundred sixty (160) watt hours per lithium-ion battery
5. Manufacturer’s label not available on the device

However, the following are some medical portable electronic devices containing lithium metal or lithium-ion cells batteries accepted for travel and use on board provided it meets the above requirements.

1. Portable Oxygen Concentrator (POC) - shall have original aviation (FAA or CAA) approved label
2. Continuous Positive Airway Pressure (CPAP)
3. Transcutaneous Electrical Nerve Stimulator Machine (TENS)
4. Nebulizer

Note:

• The list above is by no means final or exhaustive
• Portable dialysis machines shall not be permitted to be used on board

 

Conditions of Carriage

1. Passenger shall not be seated in an exit row
2. The medical portable electronic device shall meet our cabin baggage policy
3. The medical portable electronic device shall fit in the overhead stowage compartment or under the seat in front.
4. It is the passenger's responsibility to ensure that there is sufficient battery power for the duration of the flight and any possible unanticipated delays as these items and batteries cannot be charged using the onboard power
5. A maximum of 02 individually protected spare batteries (dry or gel cell) per person may be carried as cabin baggage only. Spare batteries are NOT allowed in check-in baggage. Spare batteries must be individually protected so as to prevent short circuits (by placement in original retail packaging or by otherwise insulating terminals, e.g: by taping over exposed terminals or placing each battery in a separate plastic bag or protective pouch)

 

How will my wheelchair/mobility device be transported?

Wheelchairs and mobility devices with batteries are NOT allowed entry as cabin baggage on a flight. However, they can be stowed as check-in baggage on the condition that the batteries are handled appropriately.

Please give us as much information as possible about the specifications of your wheelchair/battery (e.g. manufacturer) so that we may make the appropriate arrangements. You may do this by reaching out to us via Live Chat at least 48 hours before the scheduled time of departure.

For more information on the handling of batteries for wheelchair and mobility devices as check-in baggage, please refer to the table below.

• Mobility aids and devices that have no battery:

Wheelchairs and mobility devices that have no battery (for example, canes or walking frames) are allowed to be carried into as cabin baggage

You may continue to use your mobility device up to the aircraft door/ passenger steps after which it must be given to our staff to be loaded in the cabin or aircraft hold.

We strongly encourage you to check in your wheelchair and use the one provided by us as some countries have strict health and safety regulations that do not allow staff to lift heavy items.

• Mobility aids and devices with battery (Lithium-ion & Non-lithium batteries):

Wheelchairs and mobility devices with batteries are NOT allowed to be carried as cabin baggage. However, it can be accepted as check-in baggage given that the batteries must be handled according to the respective type as illustrated in the table below.

	Battery Type
	Non-lithium	Lithium
Handling of Battery	The batteries must be protected from short circuit by insulating the terminals (for example, by taping over exposed terminals); The batteries must be securely attached to the wheelchair/mobility device; The electrical circuits of the batteries must have been inhibited to prevent any accidental activation; and Any “on/off” switch must be in the “off” position ​ Please note: A battery will not be accepted if it is leaking, cracked, ruptured, dead, damaged, the battery mark or the battery mark label or user manual is not in English. The label must be clearly visible.	The power rating of the lithium-ion battery must not exceed 300Wh, or for a device that is fitted with two batteries required for operation, the power rating of each lithium-ion battery must not exceed 160Wh: and A maximum of one spare lithium battery not exceeding 300Wh, or two spares each not exceeding 160Wh, may be carried in the passenger cabin of the aircraft in an appropriate manufacturer-issued battery pouch.   Please note: A battery will not be accepted if it is leaking, cracked, ruptured, dead, damaged, the battery mark or the battery mark label or user manual is not in English. The label must be clearly visible.
Check-in	The battery will remain attached to the wheelchair / mobility device and the wheelchair / mobility device with attached battery will be handed in at the check-in counter to be transported as Check-in baggage.	To assist our staff with processing your battery-powered wheelchair/mobility device, you must bring with you;  The test document that shows the lithium-ion battery meets the requirements of subsection 38.3, part III of the United Nations Manual of Tests and Criteria; and An appropriate manufacturer-issued battery pouch. However, we can provide the pouch if required or you do not have one.  We will remove the battery at the check-in counter and you will carry the battery in an appropriate manufacturer-issued battery pouch to the cabin. The wheelchair/mobility device will be handed in at the check-in counter to be transported as Check-in baggage.

 

Note: Passengers with specific requirements may check-in online, but we recommend that you check-in at the airport so that we may help accommodate your specific needs. If you choose to check-in online, you must still present yourself to the check-in counter upon arrival at the airport so we may help accommodate your specific needs.

 

 

When will I know about interruptions to my flight?

An SMS or email will be sent to you. So, it is important that you keep your email and phone details up to date in your booking.

 

If I miss my connecting flight or hotel reservation due to a flight rescheduled by MYAirline and I've already paid, what should I do?

We will try our best to provide assistance upon the discretion of the airline as a part of our service recovery process. MYAirline is not liable for the loss of hotel bookings as a result of rescheduled flights. For assistance, please reach us via Live Chat on the website.

 

I haven’t received any notification from MYAirline even though I know my flight is being moved or cancelled. What should I do?

Please contact us via Live Chat. You will need to provide your booking reference number and contact details.

 

Will my pre-booked meals, seats, baggage, and insurance be retained?

Yes – your pre-booked baggage will remain as per usual. While for meals and seats, we will try our best to give you the same on new flight, failing which we will refund you the value of the service.

 

Why can’t I request to move my flight to a future date?

You can request to move your flight to an earlier or later date, it may need to meet certain time frames, depending on what you have been advised. E.g., it may need to fall within fourteen (14) calendar days before or after your original booking date.

 

Can I change to completely different departure & arrival destinations?

This is not part of our standard service recovery option.