Malaysia Airlines System Upgrade (Update)

Information on System Upgrade

Malaysia Airlines will change over to a new passenger reservations system on the weekend of 10 June 2017. This new technology will enable Malaysia Airlines to meet passengers’ changing travel needs.

Ticket purchases, any changes to existing tickets, and online check-ins will be unavailable for 9 hours from 9pm on 10th June until 6am on 11th June.

Flight schedules will not be affected by the transition.

Do note the important information below:

Ticketing and check-in during system upgrade Passengers travelling from 10-12 June

  • Purchase or make ticket changes before 10 June 2017.
  • Bring a copy of electronic tickets and arrive 3 hours ahead of flight departure to the airport to check-in at counter.
  • Select seats and make special meals request before 10 June 2017.

The airline will be increasing staffing at airports and its customer service center.

6-Digit Passenger Name Record (PNR) Passengers travelling from 12 June onwards

  • Be advised that the Booking Reference number (also known as Passenger Name Record (PNR)) is revised from five digits to six digits.
  • This does not alter your ticket itinerary. Should you wish to perform self-service check-in via web or kiosk, kindly refer to 6-digit PNR.
General information and latest flight updates Call center: Within Malaysia 1 300 88 3000
Outside Malaysia +603 7843 3000 (long distance charges apply)

Facebook: www.facebook.com/malaysiaairlines

Twitter: www.twitter.com/MAS

Frequently Ask Questions

1. When will Malaysia Airlines cut over to the new Reservations System?

The new Reservations System will cut over on 10 June 2017.

 

2. Will there be an outage during the transition to the new Reservations System?

Yes. Kindly refer to the latest information on the outage at www.malaysiaairlines.com.

 

3. Does the new Reservations System affect Enrich Members?

Yes. With the new Reservations System, members will enjoy our new dynamic redemption with more fare options subject to seat availability on Malaysia Airlines and MASwings* operated flights.  This will not be applicable on Malaysia Airlines codeshare and Malaysia Airlines marketed flights.
*not valid on MASwings flights operated by DHT aircraft type.

 

4. If I redeem my miles before 10 June 2017 and wish to make changes to my booking after 10 June 2017, will my miles redeemed remain the same?

  • If you would like to change the date of travel, there will be no changes to your miles but change fees will apply subject to the terms and conditions at time of the original redemption ticket issued.
  • If you would like to change to a new destination, change fees and new miles with new fare rules and applicable taxes will apply.
  • For redemption bookings and ticket issuance after the new Reservations System cutover targeted on 10 June 2017, the new fare rules and applicable taxes will apply.

 

5. If I have redeemed an Award Travel before 10 June 2017, can I cancel and refund my ticket?

You will not be entitled to a refund but you are entitled to make changes to your travel dates within ticket validity. The award redemption terms and conditions will apply.

 

6. Do I still have to pay fuel surcharge for an Award Ticket?

Enrich members will no longer pay by cash / credit card for fuel surcharge when redeeming Malaysia Airlines operated flights as fuel surcharge has been included. However, this is not the case for the UK market where fuel surcharge is priced separately as part of the fare conditions.

For redemption of oneworld and partner airlines, taxes and surcharge will be subject to the operating airlines policy.

 

7. Are there any changes for child Award Ticket on Malaysia Airlines?

Yes, instead of a full adult redemption miles ticket, enjoy lower miles on your child Award Ticket as it will now be based on child fare. Effective 10 June 2017, you will also be able to redeem an Award Ticket on Malaysia Airlines operated flights for your infant based on infant far.

 

8. With the change to the new Reservations System, will my redemption on Malaysia Airlines be affected?

Yes. Flight redemption on Malaysia Airlines operated flights will no longer be based on fixed Award miles. You will now enjoy the flexibility of selecting your Award ticket, as the miles required for redemption will be tied to fares and vary according to seat availability, passenger demand and seasonality.

 

9. Can I redeem on all fares offered by Malaysia Airlines?

You may redeem on the following booking classes and upgrade according to eligible fare classes provided below:

Cabin   Booking Class   Redemption Upgrade
 First  F / A  No
 Business  J / C / D  Yes
 

Economy

 Y / B / H  Yes
 K / M / L / V  Yes
 S /N  No

Fare with booking classes Q / O / G / Z are excluded and cannot be booked in miles. However, you may still purchase the flight tickets using cash / credit card. Codeshare flights and MASwings flights operated with DHT aircraft type are excluded and cannot be booked in miles.

 

10. I want to use my miles to upgrade my tickets. How can I do it?

You may upgrade your tickets using Enrich Miles via Malaysia Airlines Call Center at 1-300-88-3000 (within Malaysia) and +603-5562 6330 (outside Malaysia) or Malaysia Airlines Ticket offices. Enhancements on making the upgrade option available online will be made progressively in the future.

 

11. Will there be a change to redemption upgrades?

Yes. There will be a change in redemption upgrade miles and the fare class qualification.

12. Can I still redeem companion travel after 10 June 2017?

Companion travel will no longer be available for redemption after 10 June 2017. However, do look out for similar commercial fare offers from time to time on www.malaysiaairlines.com.

 

13. If I would like to change my itinerary for companion travel after 10 June 2017, will my request be honoured?

  • The companion redemption ticket will no longer be applicable if any change is made to the itinerary after 10 June 2017. New fare rules will apply.
  • As the companion ticket is tied to the principal ticket, for companion tickets issued before 10 June 2017 but the date of travel is changed to any dates after 10 June 2017, please refer to the following conditions:
    • Outbound Journey
      • Both principal and companion must rebook and travel together on the same flight and date;
      • Principal ticket – Commercial fare conditions will apply for the date change; and
      • Companion ticket – Travel date change must be within the original six months validity and subject to date change penalty.
    • Inbound Journey            
      • Principal and companion may travel separately;
      • Principal ticket – Commercial fare conditions will apply for the date change; and
      • Companion ticket – Date change allowed within the original six month ticket validity and subject to date change penalty.

 

14. Can I redeem a ticket if I do not have sufficient Enrich Miles?

  • Yes. Members can redeem an Award Travel Ticket with our Miles & Cash redemption option.
  • Enrich Express will no longer be available after 10 June 2017.

 

15. Can I transfer my Enrich Miles to family members or friends?

Yes. You may contact the Malaysia Airlines Call Center at 1-300-88-3000 (within Malaysia) and +603-5562 6330 (outside Malaysia) or Malaysia Airlines Ticket offices. The online service will be temporarily unavailable until further notice.

 

16. Can I extend my near expiring miles?

Yes. You may contact the Malaysia Airlines Call Center at 1-300-88-3000 (within Malaysia) and +603-5562 6330 (outside Malaysia) or Malaysia Airlines Ticket offices. The online service will be temporarily unavailable until further notice.

 

17. With the change to the new Reservations System, will my redemption on oneworld and partner airlines flights be affected?

  • The process to redeem remains unchanged as you can redeem on oneworld and  partner airlines via Malaysia Airlines Call Center at 1-300-88-3000 (within Malaysia) and +603-5562 6330 (outside Malaysia) or Malaysia Airlines Ticket offices.
  • There is a revision to the Enrich Miles required to redeem on oneworld and partner airlines flights (as provided below)
  • Any changes in destination for a totally unutilised Award Ticket or change to a higher class of travel, change fee and new miles will apply.
  • For partly utilised Award Ticket, no rerouting is allowed. Change date fee will apply.

For change to a higher class of travel, change fee and new miles will apply.

 

18. What are the miles required if I were to redeem on oneworld/partner airlines flights and multi carrier redemption on oneworld airlines?

Please refer to the redemption table as per below:

 Distance in Miles  0-600  601-1800  1801-4200  4201-9000  9001-13800  13801-18600  >18601

 oneworld and Partner airlines (excluding MASwings)

 Enrich Miles

 One Way

 Economy  13,000  26,000  41,000  58,000  77,000  94,000  133,000
 Premium Economy*  18,000  37,000  59,000  90,000  120,000  146,000  207,000
 Business  37,000  55,000  82,000  131,000  165,000  189,000  208,000
 First  58,000  69,000  103,000  172,000  206,000  220,000  264,000
 Enrich Miles

 Return

 Economy  19,000  41,000  65,000  92,000  122,000  149,000  211,000
 Premium Economy*  27,000  57,000  91,000  129,000  171,000  208,000  295,000
 Business  57,000  85,000  125,000  202,000  254,000  270,000  297,000
 First  88,000  106,000  158,000  264,000  316,000  338,000  405,000

 Malaysia Airlines  + oneworld or Malaysia Airlines + Partner airline*

 Enrich Miles

 One Way

 Economy    14,000  28,000  44,000  61,000  81,000  99,000  140,000
 Premium Economy*  19,000  39,000  62,000  95,000  126,000  154,000  218,000
 Business  39,000  58,000  87,000  138,000  174,000  199,000  219,000
 First  61,000  73,000  109,000  181,000  217,000  231,000  278,000

 Malaysia Airlines  + oneworld or Malaysia Airlines + Partner airline*

 Enrich Miles

 Return

 Economy  20,000  44,000  69,000  97,000  129,000  157,000  222,000
 Premium Economy*  29,000  60,000  96,000  136,000  180,000  219,000  310,000
 Business  60,000  90,000  132,000  213,000  267,000  284,000  312,000
 First  93,000  112,000  166,000  278,000  332,000  355,000  426,000

*Applies for itinerary booked on a combination of one Malaysia Airlines and a oneworld flight or one Malaysia Airlines and a partner airline flight with no stopover permitted.

 

Multi Carrier Redemption on Malaysia Airlines and/or oneworld airline:

 Distance (Miles)  0-1000  1001-2400  2401-4800  4801-9600  9601-14400  14401-19200  19200-25000  25001-35000    35001-50000
 Enrich Miles
 Economy  39,000  45,500  52,000  78,000  104,000  136,500  169,000  182,000  208,000
 Premium Economy*  50,700  59,800  67,600  101,400  135,200  178,100  219,700  236,600  270,400
 Business  71,500  78,000  91,000  136,500  188,500  201,500  247,000  260,000  286,000
 First  91,000  104,000  117,000  182,000  273,000  286,000  377,000  396,500  435,500

*Applicable on airlines which offer Premium Economy Class.

 

 

Enrich Miles & Cash FAQ

19. What is Miles & Cash?

Miles & Cash is a redemption option to the normal full miles for Award Travel Redemption. The number of miles required to redeem a Miles & Cash Award Travel varies according to fare conditions. . Member will NOT earn miles for the cash value paid on the Miles & Cash Award Travel redemption

 

20. I want to book a ticket, but I do not have enough miles. Can I pay the remaining amount with cash / credit card?

Yes. You can have the choice of paying the remaining amount with cash / credit card under the Miles & Cash option via Enrich Online, Malaysia Airlines Call Center at 1-300-88-3000 (within Malaysia) and +603-5562 6330 (outside Malaysia) or Malaysia Airlines Ticket offices.

 

21. What is the minimum number of Enrich Miles required for Miles & Cash redemption online?

A minimum of 1,000 Enrich Miles is required for an Award Travel Redemption online.

 

22. I’ve purchased a Malaysia Airlines ticket by Miles & Cash. Can I use the ticket to fly on another airline?

Ticket purchased with Miles & Cash can only be used on flights operated by Malaysia Airlines and MASwings*. Miles & Cash option cannot be used for travel on any other airlines.

*not valid on Maswings flights operated by DHT aircraft type.

 

23. What is the Miles & Cash ticket validity?

The ticket validity will be as per the fare conditions of the ticket.

 

24. Is there any change in the Enrich Award Travel ticket conditions?

Yes, the ticket will follow as per the fare conditions whereby you will have more flexibility when you redeem on higher fare types.

 

25. Is the Miles & Cash redemption ticket lower than a commercial fare ticket?

  • Fare conditions for Miles & Cash may be different to the fare conditions applicable to a commercial fare ticket. There is no fixed conversion or relationship between the fare charged and the Enrich Miles redeemed. The exact amount may vary due to the conversion rate.
  • Applicable taxes, fees and fuel surcharges are to be paid by member in cash / credit card. The number of miles required for redemption depends on the type of award chosen by member and the accompanying ticket conditions.
  • Members are advised to make an informed comparison, before finally deciding on the best option for their travel needs.

 

26. If I cancel my Miles & Cash redemption ticket, am I eligible for a refund?

Miles are not refundable and will be forfeited. Cash / credit card portion is refundable subject to the Fare Conditions.  In order for your miles not to be forfeited we recommend for you to make changes to your travel dates within the ticket validity. The award redemption terms and conditions will apply.

 

27. Where can I find more information on the change to the Enrich programme?

Please refer to Enrich programme’s terms and conditions which will be made available on 10 June 2017 on www.malaysiaairlines.com.

 


Disclaimer

While reasonable efforts have been made to ensure the accuracy of the information in this publication, Enrich assumes no responsibility for any errors or omissions whatsoever pertaining to any Frequently Asked Questions featured in this publication. No part of this may reproduced without prior written consent from Enrich.

 

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