Frequently Asked Questions

We are always here to help. For queries other than the FAQs below, kindly write to us at customer_care@malindoair.com and we'll be more than happy to assist you further.

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General Information

  • Can I purchase my ticket(s) less than 4 hours before departure?

    Answer :
    Yes, however, tickets can only be purchased from our airport ticketing counters.


  • Can I pre-book additional baggage allowance less than 24 hours before departure?

    Answer :
    Passenger can pre-book their baggage via website 24 hours before or via Customer Care 6 hours before flight departure.


  • Can I carry medication on board?

    Answer :
    Yes, given that you declare all medications at the check-in counter and you have a supporting doctor's letter.


  • Can I carry infant formula/food in my cabin baggage?

    Answer :
    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.


  • If my passport expires in less than 6 months, can I still travel?

    Answer :
    Unfortunately no. It is compulsory for all passengers to carry a passport that is valid for more than 6 months.


  • Do I need a visa?

    Answer :
    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.


  • How do I request for a wheelchair?

    Answer :
    You may pre-book one at least 48 hours prior to departure via our Call Centre at 03-78415388 or write an email to customer_care@malindoair.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.


  • How much will I be charged for a wheelchair?

    Answer :
    The standard fee is RM25 for one-time use only. Wheelchair can be purchased only at Airport Ticketing Offices on the departure date. 


  • Can I use my own perambulator/manual wheelchair until the aircraft door?

    Answer :
    Yes. However, you are required to inform our staff at the check-in counters to have your wheelchair pre-tagged.


  • Can I use powered/motorised wheelchair until the aircraft door?

    Answer :
    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.


  • What is the age for a child to be considered an unaccompanied minor or young passenger travelling alone?

    Answer :
    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.


  • Can I carry frozen food, dry ice and urn?

    Answer :
    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.


  • What’s the seat pitch for business class?

    Answer :
    45 inch seat pitch with seat recline angle of 120 degree.


  • Does your aircraft have basinet seats?

    Answer :
    Two basinet seats are available on B737-900, upon early request and subject to availability.


  • I'm pregnant. Can I travel?

    Answer :
    Pregnant mother who intent to fly on Malindo Air airplane are required to conform to the following rules:

    1. Pregnancy up to 28 weeks (inclusive):
      passenger is required to sign a Release and Indemnity Form to be allowed carriage.
    2. Pregnancy 28 weeks to 35 weeks (inclusive):
      Passenger shall produce a doctor's letter confirming that she is fit to travel and the date the certificate is issued shall not be more than seven (7) days from the scheduled flight departure date. The passenger will be required to sign a Release and Indemnity Form.
    3. Pregnancy above 35 weeks will be refused carriage.



  • What is an infant's age?

    Answer :
    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.


  • Can I assign my infant to another passenger as I would not be travelling? Would there be any extra charges?

    Answer :
    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.


  • Can I purchase an extra seat for infant?

    Answer :
    Yes. It will be considered as an infant with a seat, which is the same price as adults.


  • How do I purchase meals and beverages prior to my flight?

    Answer : 
    Pre-booking meals are only made available for flights to and from Bandung, Bali, Bangkok, Jakarta and Kota Kinabalu, and it must be done 48 hours before flight departure upon booking online, or via Call Centre, Airport Ticketing Offices and City Ticketing Offices.

    Meals and beverages can also be purchased on board and they are subjected to availability.


  • I paid for the tickets on behalf of my friend, and I am the credit cardholder. What should my friend do?

    Answer :
    A verification process will be necessary at the check-in counter. The passenger must provide a photocopy of:

    1. The credit cardholder's identification card (MyKad or equivalent)
    2. The credit card.



  • Can I buy insurance via your Call Centre?

    Answer :
    No. That can only be purchased online.


  • If I have an alias or a second name, which name should I use during booking?

    Answer :
    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.


  • What documents should I provide for my flights?

    Answer :
    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.


  • What item is prohibited from being carried on board the aircraft?

    Answer :
    According to International Travel Standards, you may not carry the following articles into the security restricted area and on board an aircraft:

    1. Any Guns, Firearms & Weapons;
    2. Pointed/edged Weapons & Sharp Objects;
    3. Blunt Instruments;
    4. Explosives and flammable substances;
    5. Chemical and toxic substances;

    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.


  • How can I contact Malindo Air?

    Answer :
    We do our best to reach out to you. Please feel free to contact us via any of these platforms below:

    1. Customer Care Centre : +603-7841 5388
    2. Customer Care email: customer_care@malindoair.com
    3. Operating from 8am - 10pm (Monday to Sunday).



  • Government taxes & charges

    Answer :
    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.


  • How do I provide my First Name and Last Name when booking a ticket on the website?

    Answer :
    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.


  • Am I allowed to eat outside food and drinks on board?

    Answer :
    Passengers are not allowed to consume outside food and drinks, and even duty free purchases, on board.


  • Can I do web-check four hours before my flight departure?

    Answer :
    No, kindly proceed to ticketing counter to check-in and collect your boarding pass, at no extra cost.




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Baggage Information

  • How much is the free baggage allowance?

    Answer :
    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:

    INDONESIA

    Destination
    DENPASAR (DPS)
    Economy Class
    30kg
    Business Class
    40kg
    Destination
    JAKARTA (CGK)
    Economy Class
    30kg
    Business Class
    40kg
    Destination
    BATAM (BTH)
    Economy Class
    30kg
    Business Class
    N/A
    Destination
    PEKANBARU (PKU)
    Economy Class
    30kg
    Business Class
    N/A
    Destination
    BANDUNG (BDO)
    Economy Class
    30kg
    Business Class
    40kg
    Destination
    MEDAN (KNO)
    Economy Class
    30kg
    Business Class
    40kg

    Note: BTH: Departs from Subang Airport (SZB) which operates ATR fleet.

    INDIA

    Destination
    *AMRITSAR (ATQ)
    Economy Class
    20kg
    Business Class
    40kg
    Destination
    *NEW DELHI (DEL)
    Economy Class
    20kg
    Business Class
    40kg
    Destination
    TRICHY (TRZ)
    Economy Class
    30kg
    Business Class
    40kg
    Destination
    TRIVANDRUM (TRV)
    Economy Class
    30kg
    Business Class
    40kg
    Destination
    MUMBAI (BOM)
    Economy Class
    30kg
    Business Class
    40kg
    Destination
    COCHI (COK)
    Economy Class
    30kg
    Business Class
    40kg

    Note:
    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

    BANGLADESH 

    Destination
    DHAKA (DAC)
    Economy Class
    30kg
    Business Class
    40kg

    PAKISTAN

    Destination
    LAHORE (LHE)
    Economy Class
    30kg
    Business Class
    40kg


    NEPAL 

    Destination
    KATHMANDU (KTM)
    Economy Class
    30kg
    Business Class
    40kg


    SRI LANKA

    Destination
    COLOMBO (CMB)
    Economy Class
    30kg
    Business Class
    40kg


    CHINA

    Destination
    SANYA (SYX)
    Economy Class
    30kg
    Business Class
    40kg
    Destination
    WUHAN (WUH)
    Economy Class
    30kg
    Business Class
    40kg


    TAIWAN

    Destination
    TAIPEI (TPE)
    Economy Class
    30kg
    Business Class
    40kg


    THAILAND 

    Destination
    BANGKOK (DMK)
    Economy Class
    30kg
    Business Class
    40kg
    Destination
    CHIANG MAI (CNX)
    Economy Class
    30kg
    Business Class
    40kg


    SINGAPORE

    Destination
    SINGAPORE (SIN)
    Economy Class
    30kg
    Business Class
    40kg


    VIETNAM 

    Destination
    HO CHI MINH CITY (SGN)
    Economy Class
    30kg
    Business Class
    40kg
    Destination
    HANOI (HAN)
    Economy Class
    30kg
    Business Class
    40kg


    AUSTRALIA 

    Destination
    PERTH (PER)
    Economy Class
    30kg
    Business Class
    40kg

    HONG KONG

    Destination
    HONG KONG (HKG)
    Economy Class
    30kg
    Business Class
    40kg

  • How many pieces of luggage is allowed for check-in?

    Answer :
    Business Class
    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.

    Economy Class
    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.


  • How much do I need to pay to add on more baggage / what’s the maximum weight?

    Answer :
    For prepaid baggage maximum weight per-passenger 20kg
    Charges as below


    DOMESTIC

    AIRCRAFT
    BOEING 737
    KOTA BHARU / LANGKAWI / PENANG / JOHOR BAHRU
    Additional 5kg
    MYR 80
    Additional 10kg
    MYR 160
    Additional 15kg
    MYR 240
    Additional 20kg
    MYR 320
    AIRCRAFT
    BOEING 737
    KOTA KINABALU / KUCHING / MIRI
    Additional 5kg
    MYR 140
    Additional 10kg
    MYR 280
    Additional 15kg
    MYR 420
    Additional 20kg
    MYR 560
    AIRCRAFT
    ATR
    Additional 5kg
    MYR 90
    Additional 10kg
    MYR 180
    Additional 15kg
    MYR 270
    Additional 20kg
    MYR 360
    AIRCRAFT
    ATR (International)
    BATAM / PEKANBARU
    Additional 5kg
    MYR 90
    Additional 10kg
    MYR 180
    Additional 15kg
    MYR 270
    Additional 20kg
    MYR 360
    INTERNATIONAL
    ROUTE
    INDIA
    TRICHY / TRIVANDRUM / KOCHI
    Additional 5kg
    MYR 150
    Additional 10kg
    MYR 300
    Additional 15kg
    MYR 450
    Additional 20kg
    MYR 600
    ROUTE
    INDIA
    MUMBAI / DELHI / AMRITSAR
    Additional 5kg
    MYR 200
    Additional 10kg
    MYR 400
    Additional 15kg
    MYR 600
    Additional 20kg
    MYR 800
    ROUTE
    INDONESIA
    JAKARTA / BANDUNG / BALI / MEDAN
    Additional 5kg
    MYR 140
    Additional 10kg
    MYR 280
    Additional 15kg
    MYR 420
    Additional 20kg
    MYR 560
    ROUTE
    THAILAND
    BANGKOK / CHIANG MAI
    Additional 5kg
    MYR 140
    Additional 10kg
    MYR 280
    Additional 15kg
    MYR 420
    Additional 20kg
    MYR 560
    ROUTE
    SINGAPORE
    Additional 5kg
    MYR 90
    Additional 10kg
    MYR 180
    Additional 15kg
    MYR 270
    Additional 20kg
    MYR 360
    ROUTE
    BANGLADESH
    DHAKA
    Additional 5kg
    MYR 200
    Additional 10kg
    MYR 400
    Additional 15kg
    MYR 600
    Additional 20kg
    MYR 800
    ROUTE
    AUSTRALIA
    PERTH
    Additional 5kg
    MYR 200
    Additional 10kg
    MYR 400
    Additional 15kg
    MYR 600
    Additional 20kg
    MYR 800
    ROUTE
    CHINA
    HONG KONG
    Additional 5kg
    MYR 90
    Additional 10kg
    MYR 180
    Additional 15kg
    MYR 270
    Additional 20kg
    MYR 360
    ROUTE
    CHINA
    SANYA / WUHAN
    Additional 5kg
    MYR 200
    Additional 10kg
    MYR 400
    Additional 15kg
    MYR 600
    Additional 20kg
    MYR 800
    ROUTE
    SRI LANKA
    COLOMBO
    Additional 5kg
    MYR 90
    Additional 10kg
    MYR 180
    Additional 15kg
    MYR 270
    Additional 20kg
    MYR 360
    ROUTE
    PAKISTAN
    LAHORE
    Additional 5kg
    MYR 200
    Additional 10kg
    MYR 400
    Additional 15kg
    MYR 600
    Additional 20kg
    MYR 800
    ROUTE
    VIETNAM
    HO CHI MINH CITY
    Additional 5kg
    MYR 90
    Additional 10kg
    MYR 180
    Additional 15kg
    MYR 270
    Additional 20kg
    MYR 360
    ROUTE
    VIETNAM
    HANOI
    Additional 5kg
    MYR 150
    Additional 10kg
    MYR 300
    Additional 15kg
    MYR 450
    Additional 20kg
    MYR 600
    ROUTE
    NEPAL
    KATHMANDU
    Additional 5kg
    MYR 200
    Additional 10kg
    MYR 400
    Additional 15kg
    MYR 600
    Additional 20kg
    MYR 800



  • How much is your excess baggage rate?

    Answer :
    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


  • Can I combine my baggage allowance with my partner?

    Answer :
    Only if your bookings are within the same PNR.


  • What the maximum weights for hand carry?

    Answer :
    Maximum weight for hand carry is 7kg
    - with dimension of 36 (cm) lenght x 56 (cm) height x 23 (cm) width.


  • Are travelling infants entitled to free baggage allowance (infant without seat)?

    Answer :
    Infants are entitled to 10kg baggage allowance unless a seat is purchased.


  • Are infants entitled to free baggage allowance (infant with seat)?

    Answer :
    Definitely. The amount however is subject to the destination.


  • Can sports equipment be included for the free baggage allowance?

    Answer :
    Yes. Sports equipment of moderate size is inclusive in your free baggage allowance. Should the weight exceed the allowance provided, charges may apply:

    1. Boeing - MYR 35 (for domestic flights departing from klia2)
    2. Boeing - MYR 45 (for India, Indonesia, Bangladesh and Thailand flights)
    3. ATR - MYR 35 (for all flights departing from Subang Skypark)

    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.


  • What sports equipment is not allowed to be checked-in?

    Answer :
    Due to the considerable size and handling complexities of some sporting equipment, we do not accept the following equipment:

    - Hang gliders
    - Sails
    - Kayaks, canoes and oars
    - Pole vaults
    - Javelins


  • What items are prohibited in checked-in baggage and hand carry?

    Answer :
    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.


  • Can I bring my diving equipment?

    Answer :
    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:

    • Diving tank MUST NOT CONTAIN ANY AIR, AND THE TANK VALVE MUST BE FULLY OPENED. Otherwise, it becomes a dangerous and prohibited item.
    • To adhere to the definition of Diving tank and its contents as provided below.To adhere to the handling procedure highlighted below.
    • To adhere to the handling procedure highlighted below.



    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.


    HANDLING PROCEDURE

    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.


  • Are flowers, plants, seeds or fruit allowed onboard?

    Answer :
    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.


  • Can I bring flower bouquets?

    Answer :
    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.


  • Can I carry large musical instrument?

    Answer :
    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.


  • What are the rules for hand carried baggage on board?

    Answer :
    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.




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