We are always here to help. For queries other than the FAQs below, kindly write to us at firstname.lastname@example.org and we'll be more than happy to assist you further.
Yes, however, tickets can only be purchased from our airport ticketing counters.
Passenger can pre-book their baggage via website 24 hours before or via Customer Care 6 hours before flight departure.
Yes, given that you declare all medications at the check-in counter and you have a supporting doctor's letter.
Yes, but you are only permitted to bring sufficient amount for the duration of the journey. Also, please take note of the restrictions imposed on liquids, gels and aerosols by the airport authorities. MALINDO AIR has no restrictions on hand carry of expressed breast milk. However, different airports have different levels of security screening and breast milk will be solely up to discretion of the security officer to allow or restrict entry.
Unfortunately no. It is compulsory for all passengers to carry a passport that is valid for more than 6 months.
You may be required to have a visa subject to nationality and departure/arrival conditions of the countries' laws and regulations. Please refer to your Embassy, High Commission or Immigration Department.
You may pre-book one at least 48 hours prior to departure via our Call Centre at 03-78415388 or write an email to email@example.com. However, please be informed that our agents can put a Special Remark and payment need to be made at Airport Ticketing Offices.
The request for wheelchair is also subjected to availability.
The standard fee is RM25 for one-time use only. Wheelchair can be purchased only at Airport Ticketing Offices on the departure date.
Yes. However, you are required to inform our staff at the check-in counters to have your wheelchair pre-tagged.
No. Powered/motorised wheelchairs contain wet cell batteries that are categorised as dangerous goods and thus are not permitted to be loaded on the aircraft.
An unaccompanied minor is aged between 5-12 years old for our domestic flights and for young passengers, the age is between 13-16 years old.
Frozen food and dry ice are allowed onboard provided they are:
a. Wrapped and sealed properly.
b. Within the hand baggage weight and size limitations.
However, these items cannot be accepted as check-in baggage and must be categorised as hand carry.
If dry ice is used to carry these items (in hand baggage), then only a maximum of 2.5 kg of dry ice per passenger is permissible in the cabin.
URN CREMATED HUMAN REMAINS (ASHES)
General Conditions of Carriage Clause 8 Item 8.1
DO NOT PERMIT the carriage of Animal or Human remains as checked or hand carried item.
45 inch seat pitch with seat recline angle of 120 degree.
Two basinet seats are available on B737-900, upon early request and subject to availability.
Pregnant mother who intent to fly on Malindo Air airplane are required to conform to the following rules:
Please ensure that the infant is more than eight (8) days old and under two (2) years of age at the time of travel to be considered an infant.
The infant should also be accompanied by an able-bodied adult who shall be responsible for the infant. As a safety precaution, an adult is allowed to travel with only one infant.
Yes, that is permissible with proper travel documents and with condition that the infant and the passenger's booking is within the same PNR.
There are no other extra charges except for the infant fare.
Yes. It will be considered as an infant with a seat, which is the same price as adults.
A verification process will be necessary at the check-in counter. The passenger must provide a photocopy of:
No. That can only be purchased online.
Your name should be identical to the name in your passport, visa and other travel documents as appropriate identification at check-in, which also meets the entry requirements of the destination.
Malaysian adults are required to produce their original identity cards for domestic flights and passports for all international flights.
Malaysian children may be required to produce their birth certificates or a photocopy before they are allowed to board.
For international routes, all guests travelling on international routes must possess valid passports with at least 6 months' validity and the applicable valid visas. Such guests shall also possess a return on an onward journey ticket.
According to International Travel Standards, you may not carry the following articles into the security restricted area and on board an aircraft:
This list is not exhaustive and other items may be included.
Our crew reserves the right to confiscate any item deemed as a threat to the safety of our guests.
Apart from items on the International Travel Standards list, some airports may have added restrictions.
To ensure you comply by the rules always check with the airport before you fly.
For more information regarding prohibited goods, kindly refer to our Terms and Conditions here.
We do our best to reach out to you. Please feel free to contact us via any of these platforms below:
Any government taxes, charges or insurance surcharge imposed on air travel by the Government, relevant authority or the airport operator in respect of your use of any of our services or facilities will be in addition to our fares, administration fees and charges and shall be borne by you, unless otherwise specifically stated by us. Such government taxes, charges and insurance surcharge imposed on air travel may change from time to time and can be imposed even after the date that your booking has been confirmed. You shall nevertheless bear such government taxes, charges or insurance surcharge as and when they fall due prior to departure.
Passenger Names: Names should be entered in full as per official travel documents used.
First Name is your Given Name, while your Last Name is your Family Name. For example:
1- Catherine Loo Siang Yew
(First Name: Catherine Siang Yew / Last Name: Loo)
2- Sandramogan Muniandy
(First Name: Sandramogan / Last Name: Muniandy)
3- Mohammed Fazil bin Mohammed Faleel
(First Name: Mohammed Fazil / Last Name: Mohammed Faleel)
Single-Word Passenger Name(s): Passenger with single-word names (e.g. "Iskandar"), please proceed with inserting "Iskandar" in First Name field and "Iskandar" in Last Name field.
Passengers are not allowed to consume outside food and drinks, and even duty free purchases, on board.
No, kindly proceed to ticketing counter to check-in and collect your boarding pass, at no extra cost.
Domestic sectorS (ATR aircrafts): Complimentary 15kg baggage allowance
Domestic sectors (Boeing aircrafts): Complimentary 30kg baggage allowance
Domestic sectors for Business Class passengers (Boeing aircraft): Complimentary 40kg baggage allowance
International sectors - complimentary baggage allowance as displayed below:
Note: BTH: Departs from Subang Airport (SZB) which operates ATR fleet.
1. Flights flying from India destinations to Malaysian domestic and/or international travel beyond KUL: Baggage allowance for Economy Class (30kg) and Business Class (40kg) except:
* from KUL to DEL/ATQ standalone would be 20KG of free baggage allowance
* from DEL and ATQ to Malaysian domestic and/or international travel beyond KUL: Baggage allowance for Economy Class (25kg) and Business Class (40kg)
2. The Free Baggage Allowance mentioned above table will apply for journeys or sectors on one (1) ticket / PNR with or without Transits and / or Stopovers.
3. Should you exceed this amount, following charges will be incurred:
ex, BOM, DEL, TRZ , TRV, ATQ and COK - INR 1,000 per kg
ex KUL - RM48 per kg
Each passenger is allowed (2) two pieces of cabin baggage AND 1 laptop bag OR 1 handbag on-board. The main cabin baggage shall not exceed 35 x 55 x 25 cm and must not weigh more than 10kg.
Each passenger is allowed (1) one piece of cabin baggage AND 1 laptop bag OR 1 handbag on-board. The main cabin baggage shall not exceed 35 x 55 x 25 cm and must not weigh more than 7kg.
For prepaid baggage maximum weight per-passenger 20kg
Charges as below
For excess baggage International and domestic flight
DOMESTIC ( Atr and Boeing ) - RM39.22 per kg
INTERNATIONAL ( All ) Departs KLIA - RM 48 per kg
INTERNATIONAL ( Atr ) - RM 48 per kg
Only if your bookings are within the same PNR.
Maximum weight for hand carry is 7kg
- with dimension of 36 (cm) lenght x 56 (cm) height x 23 (cm) width.
Infants are entitled to 10kg baggage allowance unless a seat is purchased.
Definitely. The amount however is subject to the destination.
Yes. Sports equipment of moderate size is inclusive in your free baggage allowance. Should the weight exceed the allowance provided, charges may apply:
Sports Equipment Fee is applicable to Surfboards, Snowboards, Bicycles, Scuba, Cricket and Snow skiing gears. Any other sporting equipment (that is not stated earlier) is accepted as part of the baggage allowance.
Due to the considerable size and handling complexities of some sporting equipment, we do not accept the following equipment:
- Hang gliders
- Kayaks, canoes and oars
- Pole vaults
The following items are prohibited in your checked-in baggage AND hand carry:
Explosives, gases, flammable liquids, reactive substances, oxidizers and organic peroxides, toxic or infectious substances, radioactive material, corrosives, and vehicle fuel system components which contain fuel, guns, firearms, ammunition and weapons including replicas, and items with internal combustion engines.
Please take note that any sharp objects in checked-in baggage should be securely wrapped to prevent injury to screeners and handling personnel.
For more information regarding prohibited goods, kindly refer to our Terms and Conditions here.
Yes, you can. Diving equipment are in the same category with large sports equipment whereby a fee of carriage is applicable.
Please note the acceptance of Diving Equipment based on the above is conditional upon you fulfilling the following:
DEFINITION OF A DIVING TANK AND ITS CONTENTS
Diving Tank/Aqualung/Air Tank
This is an aluminium tank made to contain compressed air
It is meant only for leisure diving. It contains air and not oxygen
There is only 1 valve and when turning anti clockwise (pressure gauge reads zero), the valve is open and air escapes and the tank is empty.
If there is a pressure gauge then it should read ZERO or it might also have a temperature gauge, which MUST read below 20 degrees Centigrade or 68 degrees Fahrenheit.
Make sure the O-Ring (a rubber ring like an O on the outside of the valve) is taken out and kept by the passenger.
Once the passenger has emptied the tank in the agent’s presence or has confirmed to the above authorized personnel that the tank is empty, the open valve must then be taped and sealed securely, this is to act as verification that the tank was emptied and checked by staff members.
Please note that high intensity diving lamps and normal portable diving lamps (torch lights) which contains rechargeable lead acid batteries, spill able or non-spill able will not be accepted on board our aircraft as check-in nor as hand baggage as it comes under Dangerous Goods Regulation.
No. We do not allow any plants potted in soil, plants with roots, seeds or plants' product on our International flights whether as check-in baggage or hand carry, with or without Phytosanitary Certificate from Ministry Of Agriculture or any other government bodies.
Only hand-held bouquets are allowed in our cabin. Ensure the stem or ends of the bouquet are properly wrapped to avoid spillage of water that they are placed in. Water may cause damage to our aircraft and to other carry-on items belonging to other passengers should the bouquet be stored in the overhead locker.
Small instruments e.g. a guitar, violin, saxophone, these items can be taken on board as hand carry (subject to hand carry limitations on size and weight). If the instrument is bulky and heavy, these items will be placed under LIMITED RELEASE TAG with fragile labels and be checked-in as checked baggage. All efforts will be taken to ensure the item is handled with care, however, for extra protection and precaution, passengers are highly recommended to purchase Travel Insurance coverage in the event the item is damaged.
You are allowed to carry one piece of cabin bag, not exceeding 7kg (verified by Malindo Air staff) and/or 1 laptop bag or 1 handbag onboard, each of which should not exceed the size dimensions. Our overhead compartments in the aircraft cabin are built to hold a certain size and weight of baggage. Anything exceeding these dimensions put our guests at risk of injury from falling objects should there be turbulence mid-air.
Size Dimensions: Cabin baggage should not exceed dimensions of L 35cm X H 55cm X W 25cm.
Weight: Cabin baggage must not weigh more than 7kg.
Such baggage should also fit under the seat in front of you or in the overhead compartment in the cabin. The approved cabin baggage must be tagged with a cabin bag tag.
You are also allowed to bring along your musical instrument onboard instead of a laptop or handbag, provided it does not exceed the approved weight and size.
If your musical instrument is larger than the stated dimensions we would advise you to buy another seat to safeguard against potential damage in the cargo hold.
Yes, your booking can be cancelled provided it is done at least 72 hours before your scheduled departure. Please note, flexi is refundable according to the fare rule rates and promotional tickets are non-refundable.
Kindly contact our Call Centre at 03-7841 5388 or Customer Care at firstname.lastname@example.org for clarification.
Yes, provided you have relevant supporting documents. A cancellation fee may apply.
(Subject to approval or terms and conditions)
You may submit your request to email@example.com or via our Call Centre at 03-7841 5388. Alternatively, walk-in to our sales and ticketing counter nearest to you.
Please provide your bank account details, eTicket and other relevant documents.
The refund will be credited back to account holder directly, either via bank transfer or by issuing a credit for credit card payments. Another option of refund will be in the form of a travel voucher.
Standard recovery period for refund within 30 working days
*The above mentioned is a MALINDO AIR process
Standard recovery period for refund within 30 working days. You may check with your respective bank during or after the period. You may also contact our Call Centre or email to enquire with firstname.lastname@example.org.
*The abovementioned is a MALINDO AIR process
Please provide us with your bank account details such as:
- Account Number - CIMB/Maybank (Please let us know if it is any other bank)
- Name of the Account Holder (Caller name and account holder's name may be different)
- Name of Bank - RHB/CITIBANK/HSBC and etc.
Yes. It is formal procedure for us to verify that the bookings are identical first, so it is advisable to provide the necessary details e.g. proof of dual payment. In such case, the lower fare, if any, will be refunded.
Yes. The passenger is entitled to a full refund with relevant supporting documents. The other passengers in the group may opt for a refund with cancellation fees. Please take note that the refund process will take between 30-90 working days.
There a several conditions for a PNR to be ready for check-in via web:
The move is effective 15 March 2016 00:01
For Domestic Flights – 2 hours before departure
For International Flights – 3 hours before departure
*Please ensure proper travel arrangements are made well in advance.
Malindo Air’s check-in counters are at E9 to E18
• Counter E9 – E14 - Economy
• Counter E15 – E16 - Baggage Drop
• Counter E17- E18 - Business Class
The counters are located at Row E, Departure Hall, Level 5, Main Terminal Building.
Yes, it will remain open.
Our Business Lounge is currently undergoing renovation in order to serve you better. Do contact our Duty Managers for assistance and guidance. For more updates please visit www.malindoair.com.
Yes, if you are Business Class passenger and once our Business Lounge is operational.
Yes. Do contact our Duty Managers for assistance and guidance.
You will have the following options (from 15 Mar – 31 Mar, 2016)
• Re-accommodate to the next available flight (no fee charges)
• Full refund
*Passenger will have an option to either refund to their savings account or credit card. The refund process will take approximately 30-90 working days.
• Travel Voucher
*A travel voucher will be issued on the passengers name and they would need to utilize the voucher within 3 months. Travel vouchers will take 7-14 working days to process and our refund team will email the voucher to the respective email address.
Please approach our staff located at the Duty Manager counter. It is next to the Business Class check-in counter, E19.
No. Malindo Air will not provide options on another carrier.
No. All prior arrangements will follow to your next scheduled flight.
No. You will have to make your own arrangements. Do contact our Duty Managers for assistance and guidance.
You may take the KLIA Express train from KLIA2 to KLIA. The journey takes approximately 3 minutes and costs RM2 per way and it’s located at Level 2, Gateway@klia2. For more information, kindly visit here.
KLIA Express Train Times
Every 15 minutes during peak hours. Monday – Fridays
Every 20 minutes during off-peak hours and the weekends
Yes. There are 24 hours taxi services are available at the Transportation Hub located at the Level 1 of the Gateway@KLIA2 Mall next to the KLIA2 terminal.
No, we do not provide free shuttle services between KLIA2 to KLIA
No. Malindo Air will not compensate for any transportation fare.
There are two main car parks at KLIA with a total of 11, 442 parking lots. Short-term covered car park comprises of for seven-story blocks (Block A, B, C and D) with bus bays and motorcycle parking spots.
Customer Care Centre: +603-78415388
Operating hours: 7am-11pm (GMT+8) Monday to Sunday
Email: email@example.com or firstname.lastname@example.org