Demand MAS to Revise Open Ticket Flexibility Policy due to COVID-19 Flight Cancellation

Demand MAS to Revise Open Ticket Flexibility Policy due to COVID-19 Flight Cancellation

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Siok Tay started this petition to Izham Ismail (Malaysia Airlines Group CEO) and

The limited MAS travel voucher is not valuable in this global pandemic. We should be granted options of a cash refund or a more flexible credit refund. 

Is Malaysia Airline's (MAS) so-called "Ultimate Flexibility" really flexible?

  • As stated in MAS Open Ticket Flexibility Policy: Unlimited date changes / re-booking up to 31 December 2020: change fee is waived however fare difference applies.   

Is this a strategy for MAS to earn more from their customers? All the flights are priced higher despite the current pandemic situation. For example, a flight from Kuching to Auckland in December now costs 30% more than the original ticket (which is more than RM1000/pax). Given the current economic situation, one may no longer be able to afford flight tickets, adding to the stress of the huge uncertainty on when the public can once again resume their travels.

  • Again, referring to the MAS Open Ticket Flexibility Policy: MAS will retain the ticket value in the form of a travel voucher redeem any flights operated by Malaysia Airlines. HOWEVER, if the fare for your new destination is higher than the value contained in your travel voucher, the additional amount will need to be collected AND if the new fare is lower, any unutilized balance will be forfeited and MH will NOT refund the balance.

In other words, we , customers will need to pay more if the new fare is higher but are forced to forfeit the unutilized balance if the fare is lower. The travel voucher can only be used for the passenger whom the original ticket was booked for. We are not given the flexibility to use the so-called "credit refund" offered by MAS Customer Service agent for our families or friends. Furthermore, if we had to travel domestically, we would have huge losses considering that the unutilized balance will not be refunded. What if one had booked an international flight and now that one is not allowed to travel, one would like to travel domestically instead? The remaining balance will be forfeited and wasted.

We understand that airlines are facing unprecedented turbulence due to COVID-19, but this is an UNFAIR and HEAVILY-BIASED option offered by MAS as our national airlines. We are disappointed with MAS as we feel that we are being taken advantage of in this difficult time.    

I am writing this petition to appeal to the CEO of the Malaysia Airlines Group – Izham Ismail and the Ministry of Transport Malaysia (MoT) to address our concerns.

We should be granted options for a cash refund or a more flexible credit refund which can also be used for other passengers with longer availability. MoT should step in and ensure that all of us who had booked flight tickets before the issued MCO (from 18 March 2020 to date) are to be granted cash refund / flexible credit refund. No flights out of the country are allowed during this period, and hence we were forced to cancel or reschedule our trips due to the government's policy. We understand that MCO is for our nation's good, but the customers should not be penalized under this circumstance. 

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