Frequently Asked Questions – Online Booking
A. Browser Settings
B. General Information
C. User Registration and Login
D. How to Book Online
E. Payment & Electronic Ticket
F. Changes to Your Itinerary
G. How to Check-In
H. Enrich Miles
I. Others
A. Browser Settings
| How do I ensure my Microsoft Internet Explorer (IE) is set up for optimum performance? | |
| 1. | Start your browser |
| 2. | Select "Tools: Windows Update" from the menu bar. This will take you into the Microsoft Windows Update webpage |
| 3. | Click on the Express “Scan for Updates” button |
| 4. | After the scan has been completed, click on the “Critical Updates and Service Packs” on the menu bar on the right |
| 5. | Then click on “Review and Install Updates” if there are any to be installed |
| 6. | Once this is completed, restart your computer and your machine will be set-up for optimum performance! |
| This process needs to be run the first time before using our Online Booking facility. Depending on the speed of your internet connection, the process may take some time. | |
| Web browsers supported: | |
| For smooth transactions on the Online Booking site, please use one of the browser versions listed below: | |
| - | Internet Explorer 5 and above on the PC |
| - | Internet Explorer 5 and above on the Mac |
| - | Gecko based browsers 0.9 and above (including Netscape 6+ and Firefox) on the PC |
| For upgrades please see: | |
| - | Internet Explorer - www.microsoft.com |
| - | Netscape Navigator - www.netscape.com |
| - | Firefox- www.mozilla.com |
| Visitors using browsers other than the ones specified above may experience some errors and display problems. | |
| Pop-up Enabling: | |
| If you have installed a pop-up blocker, please ensure it is disabled to allow any warning errors to be displayed during your flight bookings. | |
| Cookies: | |
| We recommend that you enable cookies in your browser. | |
B. General Information
| 1. What is MASwings Online Booking? |
| The MASwings Online Booking Facility enables you to book and purchase ticket(s) on a MASwings flight directly, via the Internet. |
| 2. Can I use the MASwings Online Booking Facility to book just any flight? |
| The MASwings Online Booking Facility can be used to book and purchase tickets for all flights on the MASwings network. |
| 3. How can I use the MASwings Online Booking Facility? |
| You can access the Online Booking page here. |
C. User Registration and Login
| 1. Why should I register as an online user? |
| As a registered user, you will be able to create and save your profile of personal information and travellers online. This may include travellers’ names, travel requirements, passport details, contact numbers, Enrich membership details, and other essential information. For your added security, please note that we do not save your credit card details online. |
| When you login to make your booking as a registered user, you will be able to retrieve your saved profiles and make a speedier booking. |
| 2. Do I need to register as an online user each time I book online? |
| Registration is done only once - the first time you wish to book online. Then, all you need to remember is your Username and Password to login again for future bookings. |
| However, you can also book your flight(s) without registering / logging in as a registered user. |
| 3. Do I have to login each time I access the MASwings Online Booking site? |
| You only need to login when you wish to make an online purchase. |
| 4. What happens if I forget my password? |
| There is a password recovery function in our Online Booking Facility. Just follow the instructions below the login form. If you would like to recover your password now, submit your email address here. |
D. How to Book Online
| 1. How do I make a booking? | |
| To make a booking, select your search criteria below: | |
| 1. | "From" and "To" destination |
| 2. | "One Way" or "Return" journey |
| 3. | Depart and Return dates & preferred time of travel |
| 4. | Class of travel (Economy/Business/First) |
| 5. | Number of passengers (Adults and/or Children and/or Infants) |
| 6. | Click on “Search" to start your search |
| 2. Can I book flights for other passengers although I’m not the one travelling? | |
| Yes, you can book and purchase flights for other passengers. | |
| 3. Do I need to make a booking for an infant? | |
| Yes, you will need to make a booking for your infant and this can be done from the Flight Requirements page. There must be at least one travelling adult for each infant when booking your flight since infants do not occupy their own seat. | |
| If you have already made a booking and need to make an additional booking for an infant, please call our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) / email us or contact your nearest Malaysia Airlines office. | |
| 4. Can I make a booking online for a child travelling alone? | |
| No, but you may enquire for special services through our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) / email us or contact your nearest Malaysia Airlines office. | |
| 5. Can I purchase an open dated ticket online? | |
| No, you must have a confirmed departure and return date to be able to book flights online. | |
| 6. Can I make a reservation on a waiting list over the internet? | |
| No, waiting list bookings are not allowed online. | |
| 7. How many seats can I book online? | |
| You may book up to a maximum of 9 seats online per transaction. If your travelling party exceeds the maximum number of passengers, you may either make a multiple booking online or make your booking through our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) / email us or contact your nearest Malaysia Airlines office. | |
| Please note that fares may differ from those quoted online. | |
| 8. What is the cut-off time for online bookings? | |
| The scheduled departure time of the flight must not be within 48 hours from time of transaction. | |
| 9. If I have made a booking through traditional channels (i.e. through a travel agent or at the Malaysia Airlines ticketing offices), can I view my itinerary online? | |
| No, you will only be able to view the itinerary of flight bookings made online. However, you may enquire about your itinerary via our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) or contact your nearest Malaysia Airlines office. | |
| 10. Where can I seek medical assistance and seating arrangements? | |
| For medical assistance or special seating arrangements, please contact our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) / email us or contact your nearest Malaysia Airlines office. | |
E. Payment & Electronic Ticket
| 1. How do I make a payment for my online booking? |
| To be able to book and purchase online, you will need to have a valid credit card (Visa or MasterCard). At the moment, the MASwings Online Booking Facility only accepts a valid Visa or MasterCard. |
| 2. What happens if I am disconnected at point of purchase (after entering credit card details)? |
| You will need to check if you have received your e-Ticket in your email. If yes, then the booking has already been charged to your credit card. Otherwise, you will need to check your booking status by calling our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) or contact your nearest Malaysia Airlines office. |
| 3. How do I collect my tickets? |
| Once your booking has been confirmed, an e-Ticket with your reference details will be sent to the e-mail address that you provide when booking. You do not have to go in person to collect your ticket. |
| 4. What is an e-Ticket? |
| An e-Ticket is an electronic ticket. Your e-Ticket is securely saved in the MASwings e-Ticket database. With an e-Ticket, you no longer have to collect paper tickets, remember to take them to the airport and worry about them being lost or stolen when you are traveling. All you need is the booking reference, e-Ticket number and photo identification and you are ready to travel. |
| 5. I did not receive my e-Ticket yet after making payment. Is my booking confirmed? |
| Various web-based e-mails and anti-spam software may cause your e-Ticket to be filtered into your “Junk Mail”, “Spam” or “Trash” folder. Please check with your e-mail client or administrator to make sure that e-mails from the following address are allowed: “noreply@malaysiaairlines.com.my”. |
| If you still have not received your e-Ticket within 30 minutes from your time of transaction, you should contact our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) / email us or contact your nearest Malaysia Airlines office. |
F. Changes to Your Itinerary
| 1. Can I make changes to my flight itinerary after payment and confirmation? |
| For changes to flight itineraries, please call our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) or contact your nearest Malaysia Airlines office. |
| 2. How do I make a cancellation if I have purchased a ticket online? |
| For cancellations, you will need to call our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) or contact your nearest Malaysia Airlines office. |
| 3. If I have made a cancellation, how will I get a refund for a ticket purchased online? |
| For refunds, you will need to contact your nearest Malaysia Airlines office. The appropriate refund amount will be credited to the credit card, which you used to purchase your ticket online. The amount of your refund will be governed by the fare rules of your ticket. |
G. How to Check-in
| 1. What documents do I have to produce at check-in to indicate that I have already purchased my flights via the MASwings Online Booking Facility? |
| For check-in, you only need to produce your international passport and a print-out of the e-Ticket sent to your registered email address. Malaysian travellers may use the National Identity Card / MyKad or international passport as photo identification. |
| Malaysia Airlines reserves the right to withhold the ticket(s)/ authorization if verification documents are not in order or deemed unsatisfactory. |
| 2. Do I have to print out the e-Ticket as proof of purchase? |
| Yes, you are requested to print out the e-Ticket as you may be required to present it at the airport for security purposes. |
H. Enrich Miles
| 1. Will I still be able to earn Enrich Miles if I book my flights through the MASwings Online Booking Facility? |
| No, Enrich members will not be entitled to earn Enrich Miles for MASwings flights. |
I. Others
| 1. Are special online offers available? |
| Yes, special online offers will be available. However, these fares will be subject to certain terms and conditions, and passengers are advised to be aware of these conditions before purchasing their seats. Do check back with us from time to time on our current online promotions and offers. |
| 2. I couldn’t find the answer to my question here. Where can I get more information? |
| For other enquiries on bookings, please contact our 24-hour Call Centre at 1-300-88-3000 (within Malaysia) / +603-7843 3000 (outside Malaysia) / email us or contact your nearest Malaysia Airlines office. |