MAS European Flight Disruption

European Flight Disruption

Latest update: Monday 26 April 2010, 16:00 GMT+8. Please check this page for regular updates.

Dear Customers, We are really, really sorry that you are in this extremely difficult situation. We know that we are not perfect and that our processes could have been much better. Unfortunately, the extended nature of the travel disruption resulted in us having to manage a large number of stranded passengers, earlier booked passengers and transit passengers from other destinations who are now converging in Kuala Lumpur. Please be assured that we are prioritizing stranded passengers’ travel out of Kuala Lumpur on a first in, first out basis and on special needs such as medical, elderly, those with infants and young children. In the meantime, I’ve also asked my team to provide meals, beverages, coffee, tea, blankets, pillows, toiletries at the airport and ticket offices. I am regularly meeting with my team to ensure that we move things along as quickly as possible. We are even mounting additional flights out of KL which are returning empty to ensure that we get you to your destination as quickly as possible. Provided here are commonly asked questions with answers which I hope will alleviate your concerns. Once again, my sincere apologies. Thank You. Tengku Dato’ Azmil Zahruddin Managing Director/CEO Malaysia Airlines

Refunds Passengers on the affected flights have 3 options: • Get a full refund • Exchange tickets for future flights • Re-book on the next available flight The above can be done at any Malaysia Airlines ticketing/reservations offices worldwide from now till 30th April 2010. Transit passenger can claim for unutilized portions of travel from Malaysia Airlines ticketing offices upon returning to their origin destination. Affected passengers also can opt from now till 30th April 2010 to change their travelling dates up to 31 May 2010. After 30 April 2010, normal ticket rules will apply for changes and refunds. Who should I contact? Affected passengers can contact the dedicated telephone line 03-7884 1234 (for passengers in Kuala Lumpur), MAS Call Center 1300-88-3000 (within Malaysia) or 603-7843 3000 (outside Malaysia). They can also visit Malaysia Airlines’ ticket offices at KL Sentral or KL International Airport to re-book flights, subject to seat availability. In order to cater for the influx of phone calls coming into the Call Centre, customers in London, Amsterdam, Frankfurt and Paris can contact our reservations offices for the latest schedules. London: +44 (0) 871 423 9090 Amsterdam: +31 20521 6250 Paris: +0892 35 08 10 Frankfurt: +49 (0) 69 138719-10 Where can I get the latest flight status? Go to our Flight Status page. You can also check the status on your web-enabled mobile phone via flymas.mobi