1 Malaysia Airlines New Reservations System

Malaysia Airlines New Reservations System - Frequently Asked 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 o 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 fare.

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 Y / B / H Yes Economy 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.

Please refer to the changes in the table below:

Distance in Miles 601- 1801- 4201- 9001- Enrich Miles Fare Brand 0-600 1800 4200 9000 13800 > 13801 Examples from Singapore, Kota Sydney, London, Multiple sector Kuala Lumpur to Phuket Kinabalu North Auckland and rest Asia of SEA Economy to Smart (K,M,L,V) 18,000 20,000 45,000 70,000 85,000 95,000 Business Flex (Y,B,H) 9,000 12,500 30,000 50,000 65,000 75,000

Smart (C,D) 90,000 100,000 Business to First Flex (J) 85,000 90,000

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:

9001- 13801- Distance in Miles 0-600 601-1800 1801-4200 4201-9000 13800 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 4

*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 airlines

Distance 0 - 1001 - 2401 - 4801 - 9601 - 14401 - 19200 - 25001 - 35001 - (Miles) 1000 2400 4800 9600 14400 19200 25000 35000 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.