Select Page

Newsroom / Announcements / MYAirline Refunds are Being Processed Update on Frequently Asked Questions (FAQ) / Factsheet on Consumer Refunds through Chargeback Process

MYAirline Refunds are Being Processed Update on Frequently Asked Questions (FAQ) / Factsheet on Consumer Refunds through Chargeback Process

11 Jan 2024

Preamble

On 4 December 2023, MAVCOM published this FAQ/Factsheet as a guide on the chargeback process for refunds relating to flights that were cancelled due to MYAirline suspending its operations.

As of 8 January 2024, MAVCOM has assisted and advised 4,304 affected consumers.

Some consumers have started to receive their refunds from their respective banks. MAVCOM encourages more affected consumers to submit their refund requests with their respective banks or to contact MAVCOM should they require further assistance.

The FAQ/Factsheet below serves as a guide to MYAirline’s consumers to initiate refund through chargeback for unrendered services.

1. What is a ‘chargeback’?

‘Chargeback’ is an international practice adopted by the financial industry and applies to debit/credit cards issued within and outside of Malaysia as well as Financial Payment Exchange (FPX). FPX is an internet-based payment gateway.

A chargeback allows debit/credit cardholders to dispute charges for goods or services that are not received or rendered on their debit/credit card transactions and to obtain a refund of the said charges. For banks to process the refunds, consumers are required to fill in a “dispute form” that is available at all banks.

2. What is the available refund and payment methods applicable via banks?

As an immediate recourse for refunds, consumers who purchased flight tickets using debit or credit cards or via FPX can submit to their respective card issuers or banks.

3. I purchased my flight ticket(s) using a debit/credit card or FPX directly with the airline. Am I eligible for the chargeback?

Yes. If you purchased your flight ticket directly from the airline, e-mail the airline with your refund request together with a copy of your flight ticket. After you have done so, submit a refund request to your bank or debit/credit card issuer. Please contact your bank or debit/credit card issuer for more information on their policies regarding this matter.

4. What if I booked my flight ticket(s) through a Travel Agent (TA) or an Online Travel Agency (OTA). Can I initiate refund through the banks?

Yes, you can. To initiate the refund by chargeback, consumers are encouraged to first contact their TA/OTA directly prior to submitting a refund request to their respective bank or debit/credit card issuer. Please e-mail your TA/OTA and provide a copy of the flight ticket. After you have done so, you may submit a refund request to your bank or debit/credit card issuer. Please contact your bank or debit/credit card issuer for more information on their policies regarding this matter.

5. Who should submit the refund request to the banks?

The individual who is the owner of the bank account or the debit/credit card holder from which the payment for the purchase is made from.

6. Flight tickets purchased using debit/credit card issued by a bank outside of Malaysia eligible for a refund request?

Yes.

7. After the refund request, how long does it take for the refund to be credited into consumers’ bank account or debit/credit card?

The refund crediting process may vary depending on the internal procedures of the respective bank or debit/credit card issuer. The refund process may take up to six (6) months. Consumers are encouraged to initiate their refund request as soon as possible with their respective bank or debit/credit card issuer.

8. How can I know the status of my refund request?

Please liaise with your debit/credit card issuer or bank on this matter.

9. How much refund will I receive from the chargeback?

Consumers should be refunded the full amount for the flight ticket purchased.

10. What about Flysiswa bookings?

The Ministry of Transport has re-adjusted the airline information in the Flysiswa system to enable those eligible for the programme to apply for vouchers from other airlines.

For more information on Flysiswa, please visit the Flysiswa website here.

11. If I have purchased travel insurance, will I be eligible to claim from my travel insurance?

For those that have purchased travel insurance from MYAirline’s travel insurance provider, Zurich Malaysia, a goodwill payout is being offered. For more information on the payment of goodwill, please visit Zurich Malaysia’s website at www.zurich.com.my

Please check with your insurer on your eligibility for a refund of the travel insurance policy that you have purchased.

12. Can I obtain a refund if I purchased a flight ticket by cash, voucher, and MyReward Points?

The chargeback process is not applicable for these methods of purchase.

13. If I have purchased a travel insurance and paid for my flight ticket using a debit/credit card or FPX, can I claim from both my travel insurer and request for the chargeback through my Bank?

No. You can only claim from either your travel insurer or your bank.