✈【MALAYSIA AIRLINES】Preventive Measures

13 MARCH 2020

✈【MALAYSIA AIRLINES】PREVENTIVE MEASURES

Malaysia Airlines released a statement about Preventive Measures during the COVID-19 outbreak, said: Your safety and well-being are our priority. Our commitment to our customers and employees during the COVID-19 outbreak

'At Malaysia Airlines, delivering Malaysian Hospitality is at the heart of everything we do. This includes providing a safe and comfortable flying experience for our customers and employees. We uphold high standards in cleaning and disinfecting our aircraft and work closely with the Ministry of Health to ensure we follow their guidance on health precautions related to COVID-19.'

Here are several measures that Malaysia Airlines will practice to prevent the spread of COVID-19, providing you with a worry-free journey with Malaysia Airlines. On the ground

  • In line with China government’s directive, Malaysia Airlines conduct temperature screenings at the boarding lounge for all passengers and crew travelling into and out of China. They have also imposed the same to flights operating out of South Korea.
  • The Malaysian Health Authorities will conduct temperature screening on all passengers and crew from Mainland China, Hong Kong, Taipei, Japan and Korea upon arrival at KL International Airport.
  • Pre-flight briefings are conducted for all crew to remind them of safety and hygiene. Hand sanitisers and masks are also provided at Malaysia Airlines flight crew centres for their use.
  • Check-in counters, Golden Lounge and boarding lounge are cleaned periodically throughout the day. Hand sanitisers are also provided at each of these checkpoints for the comfort of its' passengers and employees.
  • Malaysia Airlines has also recently launched the Single Token Journey in Kuala Lumpur International Airport (KLIA), which leverages on facial recognition technology as an option for identification verification. Currently in its pilot phase, passengers on flights MH 70, bound for Tokyo Narita Airport (NRT) and MH 52, bound for Osaka Kansai Airport (KIX) can opt for this biometric check in and boarding, where no fingerprint scan is necessary.
    • Steps to participate in the Single Token Program:-

      • Step 1: Sign up for Single Token during Check-in
        Check-in at counters H5 to H8 or at the Self servicing Kiosks before your flight to get your boarding pass. Sign-up for the Single Token Program.

      • Step 2: Security Check
        Proceed to the Security checkpoints to board your flights.

      • Step 3: Boarding
        Board your flight by verifying your face scan at the 'Single Token' touch points.

On board and catering

  • Malaysia Airlines provide gloves for cabin crew handling food items and contaminated utensils and have begun using disposable equipment in flight including cutleries and towels.
  • For the time being, Malaysia Airlines uplifted inflight meals from Kuala Lumpur for flights out of China. 

Air quality and cabin cleanliness

  • All Malaysia Airlines aircraft are equipped with High-Efficiency Particle Filters (HEPA) that filter and recirculate air from the cabin and mix it with fresh air. At the onset of the COVID-19 outbreak, our Engineering team initiated fleetwide replacement of HEPA filters and upgraded them to even better filtration capability filters to ensure the efficiency of the air recirculation.
  • We have also stepped up our efforts in aircraft interior cleaning, especially on aircraft servicing Mainland China routes, Taipei, Hong Kong and Singapore. A special aircraft manufacturer-approved chemical disinfectant is used on hard surfaces of the aircraft such as the arm rest, chair, table trays, galleys and toilets.
  • In the event when we have any Patient Under Investigation (PUI), the airline will engage the services of a bio-decontamination team to sterilise, disinfect and deep-clean the aircraft thoroughly to eliminate any pathogens with hydrogen peroxide solution. 

Customer and crew care

  • Nightstops at Beijing Daxing and Shanghai Pudong have also been ceased to limit the risk of exposure to infection to our crew and assets.
  • Our cabin crew have also been notified of a modified CPR technique, where mouth to mouth resuscitation is no longer to be done and replaced with the use of Bag Valve Mask.
  • To reduce the risk of onboard disease transmission, all our aircraft are equipped with medical communicable disease kit to cater for ill passengers.

Novel Coronavirus: Malaysia Airlines Preventive Measures and Travel Recommendations

Malaysia Airlines is working with the relevant health authorities to reduce the risk of the Coronavirus spread

COVID-19: Important Notice to Passengers

  • Malaysia Airlines will be conducting temperature screening on all passengers travelling to and from *Mainland China and on all passengers travelling from Korea and Japan.
  • Passengers are advised to arrive early at the airport and proceed to the boarding lounge 90 minutes prior to departure where the screening will be conducted.
  • The Malaysian Health Authorities will conduct temperature screening on all passengers from Mainland China, Hong Kong, Taipei, Japan and Korea upon arrival at Kuala Lumpur International Airport. Passengers will be given a Health Alert Card which MUST be kept for the next 14 days.
  • In the interest of passenger and crew safety as well as comfort, those with symptoms of fever, cough, and breathlessness are strongly advised to postpone travels to prevent from being denied boarding and entry into Mainland China.
  • To reduce the risk of onboard disease transmission, all our aircraft are equipped with medical communicable disease kit to cater for ill passengers.
  • All our aircraft are equipped with High-Efficiency Particle Filters (HEPA) that filter and recirculate air from the cabin and mix it with fresh air. We have recently upgraded to a better filtration capability filters to ensure the efficiency of the air recirculation. Please refer below images to find out more.
  • The airline’s aircraft interior cleaning are further enhanced especially on aircraft servicing Mainland China routes, Taipei, Hong Kong, Korea and Japan. A special aircraft manufacturer approved chemical disinfectant is used with particular attention on hard surfaces of the aircraft such as the arm rest, chair tables, galleys and toilets.
  • We have also taken extra measures by making temporary changes to our inflight service including the use of disposable equipment inflight such as cutleries and towels, and we double cater inflight meals from Kuala Lumpur to destinations in China in our effort to limit the risk of exposure to infection to our crew and assets.
  • * From Mainland China, the screening is conducted by the Chinese health authority.

Travel recommendations to ensure passenger and crew safety

Malaysia Airlines would like to advise its passengers to protect themselves and others by following these travel recommendations to prevent the spread of the virus:

  • Frequent handwashing
  • Practice a cough and sneeze etiquette
  • Social distancing from individuals showing symptoms of repeated cough and or sneezing
  • Avoid wet markets in the affected areas
  • Avoid live animal farms in the affected areas

Malaysia Airlines is guided by aviation health procedures placed by the Ministry of Health Malaysia, World Health Organization (WHO) and International Civil Aviation Organization (ICAO) when interacting with a potentially infectious traveller.

[UPDATED on 13 March 2020 at 11.30am]

Novel Coronavirus update and temporary travel restrictions into Malaysia

 

Sabah
The State Government of Sabah had announced a temporary travel restriction to visitors who hold a People’s Republic of China passports travelling into Sabah, https://www.sabahtourism.com/advisory/. In line with this, Malaysia Airlines will temporarily suspend flights MH394/ MH395 of Kota Kinabalu-Shanghai-Kota Kinabalu effective 18 February 2020 until further notice.  Malaysia Airlines will also be reducing its flights between Kuala Lumpur/ Kota Kinabalu, Shanghai as well as Beijing and Hong Kong. Please refer here to see if your flights have been affected.

 

Sarawak
The Sarawak Disaster Management Committee Secretariat announced a temporary entry restriction into Sarawak to all citizens of China and other foreigners who have travelled to China in the last 14 days. Other passengers will be required to fill in the Health Declaration Form following the latest entry requirement imposed by the Sarawak Ministry of Tourism and Ministry of Health. On 11 March 2020, Sarawak Disaster Management Committee Secretariat has enforced the latest immigration policies with regards to visitors who have been to China including South Korea, Italy and Iran. Please refer to the press release here for information. 

 

Travel rebooking and refunds

Due to these travel restrictions, Malaysia Airlines passengers who are affected will be entitled to a rebooking or refund under the terms and conditions below:

No

Types of travel

Scope

Waiver (options)

Tickets issued
on/before

Travel dates impacted

Rebooking

Refunds & others

1

For passengers traveling between Kuala Lumpur/ Kota Kinabalu and:

  • Beijing
  • Shanghai
  • Guangzhou
  • Xiamen
  • Hong Kong

6  March 2020

28 January 2020  to 30 April 2020

  • One time change fee waiver for deferred travel
  • Travel to commence before 31 August 2020 based on seat availability
  • Conversion of ticket value into a credit voucher to be used to purchase tickets on other Malaysia Airlines operated flights ( a fare difference may or may not apply)
  • Cancellation and service fee waived for full/partial refunds involving refundable and non-refundable tickets
2

Temporary travel restriction by the state government of Sabah

Travel restriction for Chinese nationals only on direct flights from China into Sabah:

  • MH395 (Shanghai - Kota Kinabalu)

6 February 2020

5 February 2020  to 31 March 2020

  • Travel to commence before 30 June 2020 based on seat availability
  • Cancellation and service fee waived for full/partial refunds on refundable and non-refundable tickets

3

Temporary flight suspension

  • MH394 (Kota Kinabalu – Shanghai)
  • MH395 (Shanghai – Kota Kinabalu)

3 February 2020

3 February 2020 until further notice

  • Rerouting is available with transit in Kuala Lumpur
  • Travel to commence before 31 May 2020 based on seat availability

4

Passengers that are denied check-in on Malaysia Airlines flight if they do not meet the country’s Travel Restrictions

on or before 6 March 2020 (refer to respective countries’ travel restrictions

5 February 2020 to 30 April  2020

  • One time change fee waiver for deferred travel
  • Travel to commence before 31 August 2020 based on seat availability
  • Cancellation and service fee waived for full/partial refunds on refundable and non- refundable tickets

5

For passengers travelling  to/from/via South Korea (Incheon, Seoul).

6 March 2020

24 February 2020  to 30 April 2020

  • One time change fee waiver for deferred travel
  • Travel to commence on or before 31 August 2020 based on seat availability and fare difference may apply
  • Cancellation and service fee waived for full/partial refunds on refundable and non-refundable tickets
  • For refundable tickets, the full refund will be  permitted and credited to the original Form of Payment.
  • For non-refundable tickets, the refund will be in a form of credit (EMD) and retain the value for future travel.

 

6

Temporary flight suspension

• MH66/MH38  (Kuala Lumpur  – Seoul)

• MH67/MH39 (Seoul–Kuala Lumpur 

12 March 2020 12 March 2020 to 31 March 2020
  • One time change fee waiver for deferred travel
  • Travel to commence on or before 31 December 2020 based on seat availability
  • Rerouting option is available within Greater China (Shanghai, Guangzhou, Hong Kong or Xiamen) or Japan region (Narita and Osaka)
  • Applicable fees for refund and reissuance will be waived however fare difference due to changes to a new travel date or routing will apply.
  • Cancellation and service fee waived for full/partial refunds on refundable and non- refundable tickets

7

For passengers travelling to/from/via Japan (Tokyo, Narita and Osaka)

 6 March 2020

28 Feb 2020 to 30 Apr 2020

  • One time change fee waiver for deferred travel
  • Travel to commence on or before 31 August 2020 based on seat availability and fare difference may apply
  • Cancellation and service fee waived for full or partial refunds on refundable and non-refundable tickets
  • For refundable tickets, the full refund will be  permitted and credited to the original Form of Payment
  • For non-refundable tickets, the refund will be in a form of credit (EMD) and retain the value for future travel

8

Temporary travel restrictions by the Kingdom of Saudi Arabia (KSA) to passengers holding Umrah, tourism and visit visa for travel to/from/via KSA (Jeddah and Madinah)

6 March 2020

28 February 2020 to 30 April 2020

  • One time change fee waiver for deferred travel
  • Travel to commence on and before expiry of ticket validity and subject to flight availability and fare difference may apply
  • Cancellation and service fee waived for full/partial refunds on refundable and non-refundable tickets
  • For refundable tickets, the full refund will be  permitted and credited to the original Form of Payment.
  • For non-refundable tickets, the refund will be in a form of credit (EMD) and retain the value for future travel.

 

9

Temporary travel restriction and suspension of previously issued visas by the Indian government for foreign nationals until 15 April 2020

12 March 2020

13 March 2020 to 15 April 2020

  • One time change fee waiver for deferred travel
  • Travel to commence on or before 31 December 2020
  • Cancellation and service fees are waived for fully unused tickets. 
  • For refundable tickets, full refund permitted and credited to original Form of Payment  or retain the ticketed amount as a credit (EMD) for future travel
  • For non-refundable tickets, passengers may cancel their itinerary and retain the ticketed amount as a credit (EMD) for future travel. 

 

10

Malaysia Airlines’ Ultimate Flexibility Ticket Change Policy  for new bookings

31 March 2020

on and before 31 December 2020

  • Unlimited changes to the date of their flight (with a waiver of the date change fee)
  • Changes to  destination (any difference in fare will apply)
  • Flexibility of taking the earlier flights on the same day of departure for travel on the same sector for travel from 13 March 2020  until 21 May 2020
  • Rebooking must be made of the new travel date must be made before 31 May 2020
  • Travel date to completed  by 31 December 2020 based on seat availability 
  • Normal  ticket T&C applies.

Passengers may call our Global Contact Centre at 1-300-88-3000 (in Malaysia) or +603 7843 3000 (outside Malaysia) to initiate these transactions. Please be advised that we may take longer than usual to attend to you due to the high volume of calls. Starting from 14 March 2020, Malaysia Airlines customers who wish to submit their feedback to the airline, shall do so via an online form accessible at the following link:  https://www.malaysiaairlines.com/my/en/help/contact-us.html as the existing customer feedback channel ([email protected]) will be discontinued.Source: Malaysia Airlines

【WHO】Novel Coronavirus (2019-nCoV) Advice for the Public
【MINISTRY OF HEALTH MALAYSIA】HEALTH ALERT!


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