HELP CENTER

You need to pay for each piece that exceeds your free baggage allowance and a Standard rate is charged when travelling to/from these destinations.

From/to the US and Canada with all cabin classes:
- Additional bag up to 23kg: US $175 per bag.
- Additional bag up to 32kg: US $225 per bag.
- Extra selection for Economy Class: Increase the weight of one of your free bags from 23kg to 32kg (Pre-pay discount not applicable and can only be purchased on departure at the airport): US $50 per bag.

From/to the Brazil with all cabin classes:
- Additional bag up to 32kg: US $175 per bag.

A ‘weight concept’ baggage allowance is followed by these destinations. You need to make a payment per kilogram of weight over your free baggage allowance. A standard rate is charged when travelling from one zone to another zone and/or within the same zone.

Zone 1: GCC, Indian Subcontinent, Iran, Iraq, Jordan, Lebanon, Maldives, Syria and the UAE
Zone 2: Europe, Africa, China, Indonesia, Kazakhstan, Malaysia, Philippines, Russia, Singapore, Thailand, Belarus, Kenya, Nigeria, Seychelles, Vietnam and Armenia
Zone 3: Australia, Japan and Korea.

From zone 1 to zone 1 and return: US $20
From zone 1 to zone 2 and return: US $35, US $40 (to Europe & Russia).
From zone 1 to zone 3 and return: US $60.
From zone 2 to zone 1 and return: US $35, US $40 (from Europe & Russia)
From zone 2 to zone 2 and return: US $65, US $58 (between Africa & China)
From zone 2 to zone 3 and return: US $85.
From zone 3 to zone 1 and return: US $58 (from Japan & Korea), US $60 (from Australia).
From zone 3 to zone 2 and return: US $81(from Japan & Korea),US $85 (from Australia).
From zone 3 to zone 3 and return: US $60.

Exceptions from/to:
- Singapore/Brisbane - US $30 per kg
- Beijing/Nagoya - US $17 per kg

To ensure that your needs are met with the best care, passengers should inform the airline’s service staff of passengers disability or that of your charge’s upon ticket reservation so that we can help you make all the arrangements necessary. Please contact us for more support:
• Email: [email protected]
• Hotline: +841276687977

Depending on charge’s mobility level of passnegers, the airline will arranged flights. Most international airports provide service of wheelchair-friendly, with ease of access to common facilities. Passengers needing additional on-ground or in-flight support can contact us for further assistance:

- Email: [email protected]
- Hotline: 01276687977

Passengers with certain physical handicaps may receive the incentives on lower airfares within Malaysia (except for flights on MASwings and promotional fares). These passengers have to present their OKU (Orang Kurang Upaya) identification cards to Malaysia Airlines prior to issuance of tickets.

Some passengers with walking disabilities may require medical clearance before flying.

Passengers with sight disabilities who showw their OKU (Orang Kurang Upaya) identification cards when booking ticket can enjoy a special cheap airfares on flights within Malaysia (except for flights on MASwings and promotional fares).

Depending on available space on aircraft and the passenger’s condition, Malaysia Airlines accommodates certain stretcher cases. Please contact our service staff for more information should you have any queries.

- Email: [email protected]
- Hotline: 01276687977

Stretcher cases must always be accompanied by medically qualified personnel unless prior exemption has been obtained from the company’s doctor. The accompanying passenger is also to look after the stretcher case passenger’s toilet needs.

If passengers are diabetic, they should have additional supplies of insulin or tablet medication, spare needles or syringes readily available in hand baggage in case of breakages or delays en-route. For that, passengers should have a doctor’s authorisation to confirm passengers are insulin dependent. As diets for diabetics is important, the airline provides a wide range of meals for the special passengers, please inform us at least a day in advance of meal requirements:

- Email: [email protected]
- Hotline: 01276687977

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 or repulsive in appearance
• Fractures of the mandibles with fixed wiring of the jaw
• Mental illness without escort and sedation
• Expectant mothers beyond 35 weeks (international travel) or 36 weeks (domestic travel) of pregnancy. Non-Malaysian women who are pregnant beyond 6 months are not allowed to fly into the country.
• Introduction of air body cavities for diagnostic or therapeutic purpose within 7 days

Malaysia Airlines will support Incapacitated passengers on embarking, disembarking, in-flight, in an emergency evacuation and/or during ground handling.

Not all incapacitated passengers require medical clearance before being accepted for travel. However, passengers with the following incapacities and/or disabilities must admit medical clearance by the airline Medical Services Department before being accepted for travel:

• Those suffering from actively contagious and communicable disease.
• Those may have or may develop unusual behaviours or physical conditions which could have an adverse effect to other passengers and/or crew members.
• Those are a potential hazard to the safety or punctuality of the flight.
• 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 medical clearance is required, the MEDIF application form (PDF) should be completed by your attending doctor and submitted to Malaysia Airlines least five working days before the intended date of travel.

For the reason of safety, Malaysia Airlines recommends that infants under 17 weeks old should not travel by plane. Infants from 17 weeks old to under 2 years old must be accompanied by an adult passenger.

Each infant is allowed to have 10kg of baggage allowance, including a collapsable babycot and infant’s neccessary things. Items of adult passengers are not allowed to put in baby’s baggage.

The airline provides services of babycots in cabin with limited number of babycots. Passengers are not permitted to bring their own babycot onboard. If they want to order the service, it is suggested to request 24 hours in advance.

As the space in cabin is limited, the airline will apply the first-come, first-served basis. When the space is taken up, babycots must be placed in baggage hold of the aircraft.
Passengers should bring enough infant formula for baby to use in flight. Heating devices are available in certain flights.

In case, infant must be put in incubators for the reason that the infant has heart or respiratory problems. The airline allows to bring only one incubator in each flight.
At the airport, the airlrine provides service for infant with facilities as cradles, high chairs, napkin changing table, and some toiletries.