Malaysia Airlines Compensation Guide
Malaysia Airlines is among the 10 leading carriers in Southeast Asia, ranking 9th by number of sold seats. Despite its popularity with travelers in the region, the Malaysian flag carrier has been facing operational difficulties for years which result in flight disruptions.
The latest Cirium report on Malaysia Airlines’ OTP (on-time performance) places it second in Southeast Asia with 72.62%. In comparison, the 2024 OTP winner, Aeromexico, achieved 86.70%. Flight delays and cancellations can be very stressful, but luckily, in some cases, the airline is obligated to compensate you for the trouble.
When can you claim Malaysia Airlines compensation?
According to EU regulation 261/2004 air passengers are entitled to compensation in case of a flight disruption, denied boarding or a downgrade. The law is intended to protect air passenger rights for flights operated by EU/UK airlines or departing from EU/UK airports which means Malaysia Airlines flights are only eligible for compensation if they take off from Europe.
Malaysia Airlines Delay Compensation
You are entitled to Malaysia airlines delay compensation if both conditions are met:
- Your flight arrives at its final destination over 3 hours later than scheduled
- The delay is not caused by extraordinary circumstances, such as adverse weather conditions, security threats, airport personnel strikes, etc.
The amount of compensation you can receive depends on the flight distance and the delay duration. You can consult the rates in the table below, keeping in mind that the Malaysian Airlines flights eligible for compensation under EU261 will almost always exceed 3,500 km.
|
Distance |
Duration of the delay |
Compensation |
|
All flights under 1,500 km |
Between 3 and 4 hours |
£213 (€250) |
|
More than 4 hours |
||
|
All flights between 1,500 - 3,500 km |
Between 3 and 4 hours |
£340 (€400) |
|
More than 4 hours |
||
|
Internal EU flights over 1,500 km |
Between 3 and 4 hours |
£340 (€400) |
|
More than 4 hours |
||
|
All non-EU flights over 3,500 km |
Between 3 and 4 hours |
£340 (€400) |
|
More than 4 hours |
£520 (€600) |
Additionally, you have the right to care from the airline, including meals and refreshments, and transport and accommodation when applicable.
Malaysia Airlines Cancellation Policy
You might be entitled to flight cancellation compensation if your Malaysia Airlines flight from an EU/UK airport is canceled under certain conditions:
- your flight was cancelled less than 14 days before departure;
- the airline is responsible for the cancellation (wildcat strikes, technical or aircraft issues).
In case of a flight cancellation, Malaysia Airlines is obligated to provide you with meals and refreshments and additionally, you may choose between a full flight refund (separate from the EU261 compensation) or a free replacement flight at your convenience. If, however, the alternate flight lands at your final destination within 2 hours of the originally planned arrival, the airline will be exempt from paying compensation.
Malaysia Airlines has specific policies for handling flight cancellations, but understanding how they align with global standards is crucial. SkyRefund can help you understand these policies and explain how to claim a refund or alternative arrangements.
Expert Tip: Always request written confirmation from the airline in case of a cancellation. This documentation can strengthen your case for claiming a full refund and/or compensation.
Denied boarding
Malaysia Airlines will also be obliged to compensate you if you are denied boarding due to overbooking. Depending on the length of your flight you could receive between €250 (£210) and €600 (£505). In case of connecting flights, the compensation is calculated for the whole journey.
Malaysia Airlines Refund Policy
Malaysia Airlines’ refund policy generally allows refunds only if the purchased ticket fare includes this option. You need to cancel your ticket before the flight and submit your refund request within 1 year of the scheduled flight date.
If you are eligible for a refund (based on your ticket fare or in case of flight cancellation), Malaysia Airlines is obliged to reimburse you within 30 days of your claim.
Depending on the specific fare rules, the airline might only issue a refund for the ticket price, and withhold any applicable administrative fees. If you simply do not show up for your flight without cancelling your booking, Malaysia Airlines reserves its right to not reimburse you.
Similar to other major air carriers, the Malaysian flag carrier also has a 24-hour cancellation policy, where you may be fully reimbursed if you cancel your reservation within 24 hours of booking it.
In case of a severe illness or death, the airline might make an exception and reimburse you even if your ticket is non-refundable. However, you must provide official medical documentation.
Malaysia Airlines Compensation and Refund Process: Common Issues
Fare rules
Malaysia Airlines offers 3 serving classes (Economy, Business, Business Suite), each of which has several fare types (e.g. Lite, Basic, Flex). Each fare comes with its own set of rules and cancellation policy. Not all Malaysia Airlines tickets are refundable, so we advise you to carefully read the terms and conditions when booking your flights.
Delayed processing times
Malaysia Airlines’ official deadline for issuing a refund is 30 days. Nevertheless, delays in the processing of refund requests can occur, especially during busy holiday seasons. Be sure to keep all applicable documents and communication as you will need them to submit your Malaysia Airlines flight claim.
Downgrading
If Malaysia Airlines downgrades your seat, you could be entitled to a reimbursement of 30–75% of the ticket price for that segment under EU261. We aim to shed light on the lesser-known issue of downgrades, where passengers are placed in a lower class than booked. Many passengers are unaware of their right to partial refunds in these cases.
Proving eligibility for compensation and ambiguity in EU 261 claims
Even if you are certain that you are entitled to receive compensation from Malaysia Airlines, proving your rights could be a challenge. EU261 provides a clear set of rules, however airlines often try to find loopholes to avoid reimbursing their passengers. Our team of experienced legal experts is well acquainted with the air carriers’ common misleading practices and can negotiate the best possible outcome for your case.
Expert Tip: Make sure to gather all evidence that can help support your case: photos of information boards, recorded announcements, receipts, messages, emails, etc.
Why SkyRefund?
We at SkyRefund will gladly offer our experience and expertise to help you claim your Malaysia Airlines compensation. Submitting your claim with us is quick and easy: you only need to submit your claim for compensation and leave the rest to us. Moreover, you do not risk anything by entrusting your case to us. Our team of legal experts will work tirelessly to negotiate your compensation but you will only have to pay us if we obtain it successfully : “No win, No fee”.
FAQ
Can I claim compensation for a delayed Malaysia Airlines flight?
Yes, you can claim compensation if your flight departs from an EU airport, arrives with more than 3 hours of delay, and there are no extraordinary circumstances involved.
What is the maximum compensation for a delayed flight?
Under EU261 you can receive up to €600 (£505).
Am I entitled to compensation if Malaysia Airlines cancels my flight?
Yes, if the airline is responsible for the cancellation and notifies you less than 14 days in advance.
What happens when Malaysia Airlines cancels my flight?
You have the right to a full refund or a replacement flight, and you can submit your compensation claim if you are departing from an EU airport.
Can I get a full refund from Malaysia Airlines if I cancel my flight?
Yes, but only if your purchased ticket fare allows this.
Does the airline have to refund me?
Depending on your ticket fare and the circumstances of the cancellation, Malaysia Airlines might be obliged to refund you.
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