Consumer / After Your Flight / Refund request

Refund request

Consumers may be unable to fly for any number of reasons, including medical reasons, death and other emergencies or travel disruptions. Consumers may request for a refund due to not being able to travel, however the refund value depends on whether the ticket is a refundable ticket or a non-refundable ticket.

In many cases for non-refundable tickets, the ticket will lose its value with the exception of the airport tax or government-imposed taxes.  Consumers may claim a refund of the airport tax or government-imposed taxes since the airport facilities were not used. Airlines may however charge a processing fee of up to 5 per cent based on the airport tax or government-imposed taxes. The refund shall also be reimbursed via the original mode of payment.

As for refundable tickets, airlines are not allowed to charge an additional five per cent refund processing fee. The Terms and Conditions for a refundable ticket will apply.

The refund must be remitted to the consumer within 30 days from the initial request date.

For tickets purchased with a travel agent or through an online travel website, the airline must remit the refund to the travel agent within 30 days from the submission date by the travel agent.

Illustration 1

Lee purchased a ticket to Brussels from ABC Airline’s website for RM9,500. Unfortunately, due to the passing of a family member, he is unable to travel. The ticket has a refund value, however the airline charges a refund fee of RM500.

What should the refund value be? 

As the refund is based on the Terms and Conditions of the ticket, the refund fee would be applicable. Lee will be entitled for a refund of RM9,000.

ABC Airline is not be allowed to charge an additional five per cent based on the airport tax or government-imposed taxes.

Illustration 2

Logan purchased a ticket to Langkawi from ABC Airline’s website for RM500. One day before his flight, he fell sick and his doctor advised him not to travel. The ticket purchased is a non-refundable ticket.

What should the refund value be? 

As Logan purchased a non-refundable ticket, he would be entitled to a refund of the airport tax minus the processing fee (up to five per cent). The passenger service charge or airport tax should be refunded via the original mode of payment.

Illustration 3

Ali purchased a ticket to Bali from an Online Travel Agent. He missed his flight with ABC Airline due to a medical reason and is requesting for a refund of the ticket from the airline.

Is Ali entitled for a refund? 

Ali must first contact the Online Travel Agent for the refund request. The Terms and Conditions and refund policy set between the Online Travel Agent and the consumer will apply. Should a refund be applicable, ABC Airline will remit the money to the Online Travel Agent within 30 days.



Dato’ Fariz Zulfa bin Tan Sri Mohd Mustafa

Senior General Manager, Commercial Services


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