How to get a full refund on Malaysia Airlines flights

How to get a full refund on Malaysia Airlines flights

Posted on July 22, 2014

If you have future travel booked on Malaysia Airlines in 2014, you can get a full refund on your ticket - even if it's a non-refundable fare.

"In light of the MH17 incident, Malaysia Airlines will be waiving any change fees for passengers who wish to make changes to their itinerary to any MH destinations," the airline said in a statement released early this morning. “Passengers who wish to postpone or cancel their travel plans can obtain a refund, including for non refundable tickets."

Malaysia Airlines RefundWith the loss of 537 lives between two plane crashes inside of four months, it's been a tragically unlucky year for Malaysia Airlines. Formerly an award winning airline noted for its excellence in food, crew and overall experience, it's hard to imagine Malaysia Airlines can recover from what appears to be two very unfortunate incidents that, quite frankly, could have happened to any international airline. But with the Malaysian government having a controlling interest in the business, the airline is determined to rebuild.

"We are determined to rebuild trust in Malaysia Airlines as one of the best full-service carriers in the world and we appreciate the support of travel agencies, passengers and our valued employees,” said Malaysia Airlines Regional Senior Vice President of Australia, New Zealand and South West Pacific, Lee Poh Kait.

For those still willing to fly on Malaysia Airlines, they've also issued this statement: "There are no changes to the frequency of our services and we will continue to operate daily services between Amsterdam and Kuala Lumpur."

How to get a refund

To get a full refund for departures scheduled through December 31, 2014, you must contact Malaysia Airlines by Thursday July 24th. We have not found any clear details on how or where customers should go, or if Malaysia Airlines will be reaching out to customers, but these are our suggestions:

  • Call Malaysia Airlines customer service. There's a 24 hour call center that should be available to help. You can find the contact page for Malaysia Airlines here. For U.S. callers, the number is +603 7843 3000. International rates apply.
  • Call before 11am Central Time on Thursday July 24th. It's not clear from the statements we've seen what time Thursday's business will be closed, so we're assuming it to be midnight local time in Malaysia to be on the safe side. There's a 13 hour time difference, so midnight in Kuala Lumpur is 11am in Chicago.
  • Be patient and polite. Needless to say, Malaysia Airlines is fielding a lot of calls right now, both from the press and from concerned travelers. Expect to be on hold for awhile. It also goes without saying that you should be kind to the customer service rep who takes your call. This has been a traumatic time for them as well, and they're understandably stressed out. Be nice.