Petaling Jaya, 14 February 2020
A: Schedules/travel restrictions/update of contact details:
1. Further to our Advisory issued on 06 February 2020 issued on the ongoing Coronavirus in Wuhan, China, Malindo Air has taken the following steps in the best interests of our passengers and crew as well as in compliance with the relevant local and international authorities:
i) Suspended flights between Malaysia and Wuhan, China with effect from 24 January 2020 until further notice.
ii) Suspended flights between Kota Kinabalu (BKI) and Tianjin (TSN) from 01 February 2020 up to 31 March 2020
iii) Suspended flights between Johor Bharu (JHB) and Guangzhou (CAN) with effect from 11 February 2020 till 31 March 2020
All other Malindo Air flights between Malaysia and points in mainland China, will continue to operate as per schedule for the following sectors: Kuala Lumpur/Guangzhou vv, Kuala Lumpur/Chengdu vv and Kuala Lumpur/Zhengzhou vv.
Malindo air will also continue operating Kuala Lumpur/Hong Kong vv services as per schedule.
2. Passengers are advised to update their contact details to enable Malindo Air to notify you of possible changes in schedules.
B: For passengers to and from points in Mainland China and including Hong Kong
For all passengers holding a valid Malindo Air (816) ticket to and from points in Mainland China and including Hong Kong, and travelling to and from points in Mainland China and including Hong Kong up to 31March 2020 are given the following options:
1. Reroute from/to any of the Mainland China destinations and including Hong Kong or date change (operated by Malindo Air)
• One (1) change allowed to re-route
• Change Fee & Fare Difference will be waived
• Subject to seat availability
• Ground transportation cost & HOTAC should be borne by the passengers
• All changes must be made prior to the original ticketed departure date
• The revised travel date selected should not exceed 6 months ahead of the original departure date
• All details of the original ticket MUST be shown on the new ticket including fare basis and fare calculations
2. Full Refund is permitted in terms of voucher.
Kindly submit the refund application via Malindo Air website at https://www.malindoair.com/Refund-Request
All People’s Republic of China (PRC) passport holders, issued and/or with birthplace in Hubei Province, China or with place of residence in Hubei Province, China or who have travelled through or from Hubei in the last 14 days, prior to departure from Malaysia will be required to meet the safety and security conditions for their return flight. This includes completion of health declaration forms as required by the Chinese authorities.
C: Changes in entry restrictions by Immigration authorities of several countries
The Immigration authorities of various countries have been issuing new guidelines to passengers travelling between Mainland China and Hong Kong to their respective countries. The conditions vary from country to country and are being updated very frequently with revised entry conditions. Passengers are notified that it is their responsibility to ensure that they have the latest updates by contacting the Immigration and Health Authorities of the countries concerned.
All passengers affected by these revised entry restrictions will be permitted to seek a full refund or re-book to a new travel date, based on the following Terms and Conditions:
• Tickets purchased on or before 10 Feb 2020 for travel dates from up to 31 March 2020
• The revised travel must be completed within 6 months of the original date of purchase
D: IMPORTANT NOTICE TO PASSENGERS WHO HAVE EITHER TRAVELLED FROM OR TRANSITED THROUGH MAINLAND CHINA
In view of the coronavirus pandemic, countries across the globe have now started enforcing strict entry restrictions on any inbound arriving passengers into their territories who has recently travelled to mainland China.
Malindo Air will therefore require all its passengers to duly disclose &/or show proof that they have NOT travelled from or transited through mainland China within the last fourteen (14) days or such extended periods as determined by your destination country. Such passengers shall be denied to board the aircraft even if you hold valid travel documents for your impending travel.
If you however fail to duly disclose to Malindo Air that you have either travelled from or transited through mainland China within the last fourteen (14) days or such extended periods as determined by the destination country & thereby denied entry, Malindo Air will not be liable in any way whatsoever for you being denied entry by any authority nor responsible for any repatriation costs you may incur.
You will also be liable to repay any fines / penalties imposed on us at your destination country owing to your non declaration to us of having travelled from or transited through mainland China within the last fourteen (14) days or such extended periods as determined by the destination country. Please be guided accordingly.
E: Health Screening:
Malindo Air will continue to conduct pre-departure screening at the airports and any passengers showing symptoms of the Coronavirus (COVID-19) - shortness of breath accompanied with either cough or fever will be referred to the medical authorities for clearance. In the interest of safety of all our passengers and crew onboard the flights, Malindo Air will offload such passenger(s).
Malindo Air will continue to maintain the highest priority for the wellbeing and safety of its passengers and act in compliance with the directives and notifications issued by the global and local Health authorities.
Malindo Air will continue to monitor this situation closely and will provide regular updates. Please refer to our website https://www.malindoair.com/or contact our Call Center at +603 7841 5388 or walk-in to our ticketing office for more assistance.
For further enquiries, visit www.malindoair.com, write in to Customer Care at customer_care@malindoair.com or contact the Call Centre at (60)3-7841 5388 from 8am to 10pm daily.
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