AIRLINE SALES MANUAL – MALINDO AIR Version 5.1 / 19 May 2021

AIRLINE SALES MANUAL For

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AIRLINE SALES MANUAL – Contents

1. APG RELATIONSHIP a. World Program information b. Acting countries c. APG Contact details d. CARE content (Airline information, S&M) e. Ticketing and Sales report f. Monthly report template 2. AIRLINE INFORMATION a. History b. Network c. Timetable d. Airline useful contacts e. Loyalty Program f. Distribution (BSP, GDS, Commission, Credit Cards) 3. AIRCRAFTS a. Fleet b. Service on-board c. Cabin product d. Cabin Service e. Airport information 4. FARES PROCEDURES a. Published fares / Net fares / Others (seaman) b. Penalties and Exceptions (Exchange docs) c. Fare Filing (CAT35, CAT25 loading template) d. AD/ID ticket procedures 5. MISCELLANEOUS a. UMs b. Baggage Policy (Allowance, Lost baggage, Claim, XBAG fee, musical instruments, sport equipment etc.) c. Group requests & processes d. Schedules changes, Flight Cancellation e. Refunds f. Name change procedures g. Fam trip (study tour) procedures 6. INTERLINE AGREEMENTS a. Code-shares b. SPA 7. MARKETING & COMMUNICATION Official Logos, images, Trade and Consumer Newsletter Templates, Airline signature and Press trip procedures

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1. APG Relationship

a. World Program information GSSA & IET

b. Acting countries

IET GLOBAL Argentina Greece Philippines - effective 1st Apr 2021 Austria Guatemala Poland Belgium Haiti Portugal Benin Ireland Qatar - effective 1st Apr 2021 Bolivia Italy Russia Brazil Ivory Coast Saudi Arabia - effective 1st Apr 2021 Burkina Faso Jordan Senegal Canada Kazakhstan Slovakia Mali (CWA) Kenya South Africa Chile Malta - effective 1st Apr 2021 South Korea - effective 1st Apr 2021 Colombia Mauritania - effective 1st Apr 2021 Spain Costa Rica Mexico Sweden Czech Republic Morocco Switzerland Cyprus Mozambique Tunisia Denmark Netherlands Turkey Dominican Republic Nigeria Ukraine Ecuador Norway United Kingdom Finland Oman Uruguay France Panama Uzbekistan Germany Paraguay U.S. A Ghana Peru Venezuela

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c. APG Contact details

Sales Team Ms. Siew Lian Mr. Ramarao Krishnan

Reservation & Ticketing Team Ms. Rawvidah Tajuddin Ms. Suzanah Md Saad

Address: Suite 1001, Level 10, Wisma Lim Foo Yong 86 Jalan Raja Chulan 50200 Tel: +603 2141 3899

Operation hours: Monday to Thursday - 0900 to 1800 & Friday – 0900 to 1700 Saturday, Sunday & Public Holiday: Closed Email: [email protected], @apg-ga.com d. CARE content Product Presentation, Logos, Route Map https://drive.google.com/drive/folders/0Bx2PjV4XvsPaZFI0anNiaFhXWXM e. Ticketing and Sales Report Frequency: Monthly by 7th of each month f. Monthly Report Template Refer to CARE folder https://drive.google.com/drive/folders/1m74kpyUEZgMoC5-zYmQXrIuF6wOead fg

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2. AIRLINE INFORMATION

a. History

● A Malaysia-based premium airline. ● The name Malindo derived from the countries’ names –Malaysia and . ● Founded in 11 September 2013 ● Hubs: KLIA 1(KUL) operating 737 Jet Aircrafts and Subang Airport (SZB) using Turbo prop ATR72-600 aircraft ● Operates a network of scheduled passenger services throughout Malaysia, and has spread its wings to regional destinations in Indonesia, Thailand, Bangladesh, India, Singapore, Nepal, Sri Lanka, Australia and Pakistan covering an extensive network of almost 55 routes in the region.

b. Network

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c. Airline useful contacts Mr Ramadas Shivram [email protected]

Ms Melisa Irwan [email protected]

Customer Care: +603-7841 5388 Customer Care email: [email protected] Operating from 8am - 10pm (GMT+8) Monday to Sunday

d. Loyalty Program

Malindo Miles, our frequent flyer programe, introduced a facelift with a brand-new feature that awaits passengers. There have been several functionality enhancements which were progressively introduced in the last several months. Currently, we are in the midst of building an exclusive programe with lifestyle elements filled with privileges that will make your travel more rewarding. As a member, you will earn miles as you fly with Malindo Air and enjoy additional benefits depending on the tier that you are currently on – Silver, Gold or Platinum. For more information, visit Website: http://www.malindoair.com/Malindomiles e. Distribution (BSP, GDS, Commission)

● All OD tickets to be plated on GP/275 documents. ● Available in GDS: Sabre, Amadeus, Travelport ● Credit Card acceptance : NIL / will check later ● Commission: Zero ● Reissuance fee code: XP ● Cancellation fee code: CP

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3. AIRCRAFTS

a. Fleet

\ b. Experience

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8 AIRLINE SALES MANUAL – MALINDO AIR Version 5.1 / 19 May 2021 c. Cabin product

● Malindo Wi-Fi

The Malindo Air’s In-Flight WiFi service allows passenger to access the Internet for e-mail, web browsing and social media. It is not designed for streaming video or video chat apps. This Service is only available on selected B737 aircraft.

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How to use the inflight Wi-Fi service

Malindo Mobile

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How to use the inflight Mobile Phone Service

● Malindo Mobile network is a roaming service onboard selected Malindo aircraft. The service which allows passengers to safely use their mobile phone inflight. ● The services can send and receive SMS, make and receive calls and use mobile data for email, browsing and apps. ● This Service is only available on selected B737 flights.

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d. Airport information

Kuala Lumpur International Airport (KLIA)

● Check-in counters at KLIA are at E9 to E18. o Counter E9 – E14 for Economy o Counter E15 – E16 for Baggage Drop o Counter E17 – E18 for Business Class

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Subang Skypark Terminal (Sultan Abdul Aziz Airport)

● Check-in counters at SZB are at Main Terminal (Ground Floor). e. Airport Ticketing Office

KUL - Kuala Lumpur International Airport (KLIA) Level 5, Departure Hall, Counter E, 64000, KLIA Business Hours: 24hours

SZB - Subang Skypark (Subang Airport) Ground Floor, Departure Hall Subang Airport Business Hours: 0500 – 2100 Monday to Sunday

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4. FARES PROCEDURES / BOOKING

a. Published fares / Net Fares / Others (seaman etc.)

The operating carrier is responsible for filling all applicable automated fares, fees and charges in the GDS as per ATPCO

If fare/fees/charges are not correctly filed and automatically proposed by the GDSs to travel agents, the issuing carrier cannot be invoiced by the operating carrier for more than it has collected.

b. Penalties and Exceptions

Please refer to operating carrier fare rules in GDS.

c. Fare filing

Please refer to filled fare rules in GDS.

d. AD/ID Tickets procedures

Not applicable

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5. MISCELLANEOUS

a. Ums

Children Arranging for your child’s travel, whether with an adult or independently, should be a worry-free experience for both the parents and child.

Age category Passengers aged between two (2) and sixteen (16) are considered children in our policy and are entitled to additional amenities and privileges. Children in this age range must be accompanied by an able-bodied passenger aged 18 years old and above. For passengers within this age range and travelling alone, there are two categories:

● Unaccompanied Minors (UM) Children travelling alone and between the ages of 5 to 12 years are categorized as unaccompanied minors (UM).

● Young Passenger Travelling Alone (YPTA) Independent young travelers aged between 12 and 16 years travel with OD airline as young passengers travelling alone (YPTA).

OD ground staff will be alerted of Unaccompanied Minors (UM) and Young Passengers Travelling Alone (YPTA) present for flights and take them under their care from the check-in process until the boarding gate where they will be handed over to the cabin crew. Upon reaching, the child will be accompanied by OD’s staff through immigration processes and baggage collection, before being handed over to the appointed guardian. Rest assured that your child will be with safe hands with OD’s friendly and well-trained Please make this request upon ticket reservation through Malindo call centre at +603 78415388 (8am – 10pm Monday to Sunday) or by emailing to [email protected].

Priority boarding For families with young children in tow, they are invited to board the aircraft first. This allows ample time for parents to stow away their luggage and ensure their children are settled in their seats comfortably before the other passengers.

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b. Baggage policy ● Maximum two (2) pieces of luggage or check-in ● Free checked baggage allowance is determined by weight system ● Charges will incur with purchasing a minimum of an additional 3kg if the checked baggage is exceeding the given amount. ● Passenger can pre-book their baggage via Manage Booking, Malindo air Ticketing Office and Call Centre up to 4 hours prior to flight departure. ● Prepaid baggage charges are same with website, call center and ticketing counter. ● Purchase of prepaid baggage at check in counter (less than 4hours prior to flight departure) will be charge as excess baggage (KLIA check in counter – Row E). ● Credit card acceptance: Visa and Master. Amex is not acceptable. Acceptable in US Dollars & Euro and Malaysia Ringgit. ● Refund on purchased ancillaries are not permitted. ● Other International destinations charge refer : http://www.malindoair.com/the-malindo-experience/bagagge2

Free baggage Allowance

All routes (except Bangladesh and ATR operated route)

Supe Economy Economy Business Business Detail r Value Flexi Promo Flexi Value Baggage Nil 20kg 30kg 30kg 40kg allowance Hand Carry Baggage 7kg 7kg 7kg 10kg 10kg

Bangladesh

Super Economy Economy Business Business Detail Value Value Flexi Promo Flexi Baggage 35 35 35 40 40 allowance Hand Carry Baggage 7kg 7kg 7kg 10kg 10kg

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ATR All Route

Economy Economy Detail Super Value Economy Flexi Value Shuttle Baggage NIL 20kg 30kg 30kg allowance Hand Carry Baggage 7kg 7kg 7kg 7kg

How to add or purchase prepaid baggage through online/website:

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c. Groups Requests & Processes

● Minimum group size is 10 and above ● Fare quoted is applicable for 3 working days (72hrs) and subject to seat availability. ● Deposit required within 3days after seat confirmation. ● Full payment and name list 21days before departure ● Bookings confirmed within 30days to departure full payment is required upon seat confirmation ● Payment mode: cash deposit, credit card, Interbank transfer ● Group materialisation rate is 80% ● Payment made are non-refundable

Requests for group fares will be sent to [email protected] or [email protected]

d. Schedule change, Flight Cancellation

For GP tickets issued until 30th of June 2021: Cancelled flights If one of the flights scheduled on a 275 ticket is cancelled by the operating airline or with a schedule change higher than 3 hours:

● You may change the date for free (ADC to be collected) for a travel date within the validity of the ticket. If the sales are not open yet, or your passenger needs time to think about new dates, you must add a retention line in your PNR to maintain it as active, validity of ticket is not extended. ● You may request a full refund through BSP Link, do not forget to attach the PNR history with the cancelled flight. All RAF requesting a full refund without the copy of the PNR will be rejected, they’ll have to be resubmitted with the copy of the PNR. Refunds will be processed in the coming weeks. RAF must be correctly submitted through BSP Link before the end of the validity of the ticket.

Operated flights:

● 1 free change before departure is accepted (no penalty, ADC to be collected), from 2nd change fare rules apply ● Fare rules apply for refund and no show ● Refund may be processed through GDS as per our usual Refund policy and within the validity of the ticket.

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e. Refunds

Refund via GDS – Voluntary refund ● Cancellation from passenger (Operating airlines rules apply)

Refund via BSPLink - Involuntary refund ● Cancellation flight / schedule change ● Dupe e-ticket or new e-ticket bought or issued ● Death of passenger

For involuntary refund, attach all supporting documents to avoid any unnecessary rejections.

For all pending refunds application, please forward your request to [email protected] f. Name Error Procedure Its depends of the operating airline & the number of letters to be changed. Further information please refer www.apgiet.com g. Fam Trip (study tour) procedures

Not applicable

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6. INTERLINE AGREEMENTS

a. Code-shares

Codeshare partners: ● (ID) ● (TK)

b. SPAs

OD leverage interline partners to expand network.

Interline partners: ● Turkish Airlines (TK) ● Royal Jordanian (RJ) ● Ethiopian Airlines (ET) ● Royal Brunei (BI)

Both the operating carrier and the marketing carrier have to be part of APG IET in order to issue the flight on GP stock and above OD Interline partners are APG IET Interline partners GP/275.

7. MARKETING & COMMUNICATION

Official Logos, images, Trade and Consumer Newsletter Templates, Airline signature and Press trip procedures can be found in

Google Drive: World Program Central / C-A-RE CARE Client Airlines Reports / MALINDO AIR https://drive.google.com/drive/folders/0Bx2PjV4XvsPaZFI0anNiaFhXWXM

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