Frequently Asked Questions (FAQs)

Frequently Asked Questions

We are always here to help. For queries other than the FAQs below, kindly write to us at [email protected] 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 Manage booking which available on our website, at any nearest Ticketing Office or even contact our Call Center up to 12 hours prior to flight departure time.
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. BATIK 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 (Whatsapp chat only) at +62 811-1938-0888 or write an email to [email protected]. 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 :
wheelchair charges
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.

CARRIAGE OF HUMAN REMAINS/CREMATED HUMAN REMAINS (ASHES)

General
Human remains are acceptable for carriage as cargo under the conditions set forth in Carrier's applicable regulations. Such shipment must be packed and documented strictly in accordance with Carrier's special handling procedures.

The handling of human remains shall be done with sensitivity and decorum, especially at the acceptance point and delivery point where the relatives are present.

The carriage of Human Remains (HUM) is strictly not allowed on ATR:
a. Human Remains – Permitted to be carried as Cargo only; and
Cremated Human Remains (ASHES) – Permitted to be carried as cabin baggage or as Cargo only.

Acceptance
Embalmed form – contained in hermetically sealed caskets / coffins.

Cremated forms (ash form) – packed in unbreakable sealed urns.

Passengers who wish to bring ashes as cabin baggage will have to handover death certificate and other documentation required to ground staff before check-in.
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 Batik 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.
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.
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 original birth certificates 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 Batik Air?
Answer :
We do our best to reach out to you. Please feel free to contact our Customer Care Centre
1. Whatsapp : +62 811-1938 0888 (chat only)
2. Email: [email protected]
3. Operating Hours: 9.00am - 6.00pm (GMT+8) daily
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 allowance is permitted in free baggage?

Answer : Please find all info on our baggage allowance here
How many pieces of luggage is allowed for Hand Carry?

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 56 x 36 x 23 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 56 x 36 x 23 cm and must not weigh more than 7kg.
How much is your excess baggage rate?

Answer : Please find all info on our baggage allowance here
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
- Size Dimensions: Cabin baggage should not exceed dimensions of L 56cm X H 36cm X W 23cm.
Are travelling infants entitled to free baggage allowance (infant without seat)?

Answer :
Infants are entitled to 10kg baggage allowance for fare family Value, Flexi and Business Class only. Infants travelling under Super Saver fare family are not entitled free bagagge allowance identical to adult traveller.
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:

For Baggage Information, please click here
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 or 10kg(business class) (verified by Batik 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 56cm X H 36cm X W 23cm.
Weight: Cabin baggage must not weigh more than 7kg or 10kg(business class).

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.
Bought my flight bookings before the new baggage allowance changes, what will my baggage allowance be?

Answer :
Bookings which air ticketed until 14th February 2019 at 2359 hours & travel date is post 15th February 2019 at 0000 hours will be honored the original allowance and fare rules that was issued on e-ticket. Any flight date/time changes to the bookings made after 15th February 2019 will be subjected to the new baggage allowance rule.
Purchased my ticket after 15th February 2019, what will my baggage allowance be?

Answer :
Bookings made after 15th February 2019 at 0000 hours e-ticket will automatically reflect as per new baggage allowance.
What is i have purchased a mix fare family, Value that is given 15KG free allowance and Flexi that is given 30 KG baggage allowance, what will my baggage allowance be for my entire journey?
Answer :
Passengers will be honored the MOST SIGNIFICANT SEGMENT ("MSS") baggage allowance.
2. If entire journey is Domestic, apply First Domestic segment free baggage allowance.
3. If entire journey consist of Domestic and International segments within the same sub area, apply First international segment free baggage allowance.
4. If entire journey consist of multiple sub area, apply First sub-area crossing free baggage allowance.
For clarification on sub-area click here.
Can I bring Firearm ? If yes, what is the procedure?

Answer :
The following is the firearm handling procedure applicable for Domestic Jet aircraft flights within Malaysia: ATR aircraft is excluded.

1. Type of Firearm accepted :
   i. Revolver / Pistol.
   ii. Rifle.
   iii. Shotgun.
   iv. Air-gun / Air-pistol.
   v. Sporting weapon.

Note: For item (ii) until (v), passenger must have their own locked hard case container.

2. Policy :
   - Strictly prohibited on all Batik Air’s ATR fleet;
   - Only permissible for cargo compartment of B737;
   - Shall be loaded in a Diplomatic Locker or locked hard case container (for rifle, shotgun, air-gun/air-pistol and sporting weapon)      located in Hold 1 of the aircraft hold;
   - Strictly unloaded firearm only and limited to 1 piece per passenger;
   - Suitably packed for carriage;
   - Ammunitions may be accepted in quantity not exceeding 5kgs or 11lbs (for sporting purpose) and 20 rounds for live bullets (for      personal use) per passenger;
   - It is the passenger’s responsibility to comply with all requirements by departing and arriving station’s local authority;
   - Notification to Captain (NOTOC) must be completed for the carriage; and
   - Handling fee imposed is RM200 (excluding tax) per piece.
   - Government authorities (Royal Malaysia Police, Royal Malaysia Armed Force, Malaysia’s Immigration, Royal Malaysian Customs      and Member of Parliament) who travel on duty with official letter from their respective government bodies shall be granted fee      waiver.

3. Requirements :
   - Only the Airport Authority and Local Police are allowed to verify and ensure firearm status (unloaded) and assess if packaging is      suitable for carriage;
   - The Airport Authority shall (where applicable) produce a receipt once the firearm is in their custody / possession;
   - Carriage of sporting firearm for any tournament within Malaysia may be accepted with approval letter from National Sports Council      (NSC) if the quantity exceeds 5kgs or 11lbs prior to check-in for the flight;
   - However, for weights less than 5kg, no approval letter from NSC is required; and
   - Handling Fee must be collected and unique Firearm code must be stamped on the passenger’s boarding pass before they are      allowed to board the flight.
Can I bring back Zam zam water with me on Batik Air flights?

Answer :
To accommodate our Muslim passengers who recently performed the Hajj or Umrah, Batik Air has allowed the acceptance of Zam Zam water, however, under special provision as in the packaging and uplifting to prevent and to contain the spillage inside the aircraft. Passenger may check-in two (2) bottles of Zam Zam water, 5 kilos each, however, its acceptance is CONDITIONAL.

Cabin Baggage Non- Acceptance:
Unless carried in containers contains a capacity not greater than 100 ml, or equivalent in other volumetric measurements with a maximum capacity not exceeding 1 litre.

Acceptance as Checked-in Baggage:
(a) The Zam Zam water must be in containers (must be able to withstand up to 5 litres or 1.32 gallons) that are properly packed in a plastic covering to avoid leakage and damage to other bags;

(b) The containers must be sealed as per manufacturing packaging; and

(c) The plastic covering must be of a very high quality and sufficient thickness to prevent the contents from the containers from leaking. These plastic covers are specifically manufactured for the uplift of Zam Zam water and have passed the stringent controls imposed by the Saudi Authorities to assist airlines.