FAQs

  1. Who do I contact for a Group Travel Quote?

We offer great fares for groups of 10+ passengers in economy or business class to our worldwide destinations. Please contact the groups team via: groups.uk@malaysiaairlines.com. When contacting us for a group quote please provide the following information: No. of passengers, dates of travel and any specific flight requirements, routing, name/type of group. Please also advise if you have ticketing authority with MH.

 

  1. Who do I contact if I have a query on fares & pricing?

Please email your query with the PNR details and relevant screen shots to pricing.uk@malaysiaairlines.com

 

  1. What is the number for your call centre?

Our global call centre is available for passengers and travel trade and can be contacted on 0330 365 0080. The global call centre can help with taking any required payments and any special assistance such as MEDAs, unaccompanied minors etc.

 

  1. Does Malaysia Airlines have a reservations office in the UK?

For any passenger enquires, our global contact centre can be contacted on 0330 365 0080. For any travel trade queries, our UK based sales support can be contacted on 0207 341 2078 or via salessupport.uk@malaysiaairlines.com. Please note, sales support is for travel trade only.

 

  1. What can be done for passengers Traveling with medical requirements:

Please refer to the below link for the latest information:

https://www.malaysiaairlines.com/uk/en/plan/special-needs/passengers-special-requirement.html

 

  1. How can I book a wheelchair for my passenger?

Some passengers requiring wheelchairs may need medical clearance before they can fly. It is advisable to call our global call centre on 0330 365 0080 or email GCCC.Reservations@malaysiaairlines.com, with full passenger details.

 

  1. Does Malaysia Airlines allow Unaccompanied minors to travel?

Unaccompanied minors can travel with MH using standard Nett Market Fares (not tour operator fares). The applicable adult fare will should be charged. Please contact our global call centre on 0330 365 0080 or email GCCC.Reservations@malaysiaairlines.com, with full passenger details.

 

  1. How can I arrange a special meal for my passengers?

All special meal requests must be made more than 24 hrs prior to departure. Malaysia Airlines offers a variety of special meals based on dietary or religious requirements. Special meals can be booked via the GDS or via Malaysiaairlines.com     

If you are requesting a child meal for your passengers, please ensure that CHD is added into the name field for the relevant passenger. If this is not added please add as an SSR remark “xxxxxxxx”, otherwise Malaysia Airlines is unable to confirm a child meal.

 

  1. How can my passenger book the Chef On Call Service?

Chef on Call Service is available for passengers travelling on MH flights in First and Business Class and provides a more personalised dining experience. There are up to 25 meal options and the service must be ordered at least24 hrs prior to departure. To book please call on our call centre on 0330 3650080.

 

  1. How can I arrange Pre- seating for my passengers?

Please refer to the document below for the most up-to-date information. These details may be subject to change without prior notice.

MH Seat Selection

 

  1. What do I do if I need to make a name change/correction to my passengers booking:

Please refer to the below document for the most up-to-date information. These details may be subject to change without prior notice.

Name Change Policy

 

  1. What is Malaysia Airline’s policy if my passenger needs to Travel with Musical instruments:

Please refer to the below link for the most up to date information:

https://www.malaysiaairlines.com/uk/en/plan/baggage/special-equipments.html

 

  1. What is Malaysia Airlines policy if my passenger needs to Travel with Sports Equipment:

Please refer to the below link for the most up to date information:

https://www.malaysiaairlines.com/uk/en/plan/baggage.html

 

  1. What is Malaysia Airlines Cabin Baggage policy?

Please refer to the below link for the most up to date information:

www.malaysiaairlines.com/uk/en/plan/baggage/cabin_baggage.html

 

  1. What is Malaysia Airlines Checked baggage policy?

Please refer to the below link for the most up to date information:

https://www.malaysiaairlines.com/uk/en/plan/baggage/checked-baggage.html

 

  1. What are the charges if my passenger has excess baggage they want to check in?

Please refer to the below link for the most up to date information:

https://www.malaysiaairlines.com/uk/en/plan/baggage/checked-baggage.html

 

  1. What is Malaysia Airline’s policy if my passenger wants to travel with their pet?

Please refer to the below link for the most up-to-date information:

https://www.malaysiaairlines.com/uk/en/plan/baggage/carriage-domestic-pets.html

 

  1. Does Malaysia Airlines provide airport lounges for passengers?

Eligible passengers will have access to the Malaysia Airlines Golden lounges at London Heathrow and KLIA.  Where we do not operate our own lounges, passengers will have access to our partner lounges. Details of our partner lounges can be found at the below link:

https://www.malaysiaairlines.com/uk/en/experience/golden-lounge/Partners.html

Passengers travelling in First and Business class on MH are entitled to lounge access. Platinum Enrich members travelling in any class are entitled to lounge access at MH and partner lounges across the network, along with 1 guest. Gold Enrich members travelling in any class are entitled to lounge access at the Business Class Golden Lounge at KLIA and partner lounges across the network, along with 1 guest.

 

  1. Does Malaysia Airlines offer any travel trade discounts?

Please check with Touch Down Holidays (www.touchdown.co.uk) to see if we have any current trade offers to our destinations.

 

  1. Can my passengers check in online?

Online check in opens 48hrs prior to departure and closes 90 minutes before the flight. Customers need the following information for the online check -in process. Customers need to visit www.malaysiaairlines.com/uk and select the ‘check-in’ tab. Passengers will need to select their flight date and provide their booking reference or e-ticket number and follow the online steps to complete the process. Boarding passes can then be printed or presented via mobile boarding or Apple Passbook.

 

  1. Who can my passenger contact if they want to make a complaint?

Passengers should write to customer.relations@malaysiaiairlines.com, with full information of their travel itinerary and information regarding their complaint.

 

  1. Who can my passengers contact with regards to lost or damaged baggage.

For any baggage issues at London Heathrow, passengers should contact  LHRMHBAG@azzurralhr.i