MalindoAirways | Terms of Use

Malindo-Airways

Terms Of Use

Conditions of website use

By accessing and using our website for any purpose of searching, referencing or booking, you acknowledge that you’re fully understanding and accepting, as well as agreeing not to violate our Terms and Conditions.

We recommend you to read the following terms and conditions carefully before purchasing our products. If you object to any of it please leave this website immediately.

Please also be noted that Malindo-Airways reserves the rights to cancel or terminate any booking if it’s in such case:

• (i) required by law.

• (ii) payment is not made in time.

• (iii) ticket availability issues.

• (iv) system errors or any technical problems that may cause us in processing customer’s request.

Acting as a travel agency selling all type of Batik Air' tickets, we will colllect the ticketing fee per passenger on each flight and ticket price will not be the same with other websites or in different time of checking.

All information on this site is conducted and belongs to https://www.malindo-airways.com, which should not be used, copied, changed or modified by any individual or organization. Failing of this condition shall be involved to law.

I. Right to request passenger’s personal information:

As an online ticket agency, we reserve the right to ask you to provide the following additional information to prevent the risk of fraudulent transactions:

- Payment card: You may be requested to provide photos of card (both sides) which are covered Card secure Code (CSC) and the middle numbers, reveal first 6 digits and last 3 digits.
- Passport: You may be requested to provide the passport photos of both passengers and the card holder.

In case, after requesting or contacting many times but still not receiving the requested additional information, we reserve the right to cancel or terminate the paid booking.

These requests are for the purpose of protecting customers' benefits and preventing fraudulent transactions according to the request of international card organizations.

II. Baggage

1. Free Baggage Allowance

You may carry some baggage, free of charge, subject to Our Regulations, which are shown in our Passenger Ticket and Baggage Information on our website. The free of charge Baggage must be subject to conditions and limitations in Our Regulations.

2. Excess Baggage

You will be required to pay a charge for the carriage of Baggage in excess of the free Baggage allowance. The payment terms are shown in Our Regulations.

3. Items unacceptable as Baggage

For safety reasons, dangerous articles such as those listed below, must not be carried in passenger's baggage.

a) Briefcases and attaché cases with installed alarm devices.

b) Compressed gases - (Deeply refrigerated, flammable, non-flammable and poisonous) such as butane, oxygen, and liquid nitrogen, aqualung cylinders and compressed gas cylinders.

c) Corrosives - such as acids, alkalis, mercury and wet cell batteries and apparatus containing mercury.

d) Explosives - ammunitions, fireworks and flares. Ammunition including blank cartridges, hand guns, fireworks, and pistol cabs.

e) Flammable liquids and solids such as lighter refills, lighter fuel, matches, paints, thinners, fire-lighters that need inverting before ignition.

f) Radioactive material

g) Oxidizing materials such as bleaching powder and peroxides.

h) Poisons and infectious substances such as insecticides, weed-killers and live virus materials.

i) Other dangerous articles such as magnetized materials, offensive or irritating materials.

j) Etiologic agents (bacteria, viruses etc).

k) Apparatus containing mercury must not be carried in baggage.

l) Passengers are prohibited from carrying battery-powered portable electronic smoking devices including electronic cigarettes in checked baggage.

m) Passengers are prohibited from carrying personal movement devices such as hover boards, mini wheels, electric scooters, electric Segways, electric bicycles, which are categorized as Dangerous Goods and they are prohibited.

For passenger safety, we do not allow these dangerous goods in checked baggage, carry-on baggage and on one’s person on all Batik Air's flights except for some special cases. Passenger should contact to us via 24/7 supporting email: booking@malindo-airways.com for more specific advice.

4. Right to refuse carriage

- The airlines may refuse to carry as Baggage the items described in Article 3, and they may refuse further carriage of any such items upon discovery that it is included in your Baggage. Unless advance arrangements for its carriage have been made with us, we may carry on later flights Baggage, which is in excess of the applicable free allowance.

- The airlines may refuse to accept Baggage as Checked Baggage unless it is properly and securely packed in suitcases and suitable containers to ensure safe carriage with ordinary care in handling.

- For code-shared flights or connecting flights, the airlines shall not check through Baggage for other code-shared carriers where they do not have an interline agreement with them. Therefore, please check in advance with us or other carrier if they have an agreement with the airline to know if your baggage can be checked through. If there’s no agreement between both airlines, you are responsible for clearing your Baggage and having it checked-in and re-tagged for the next flight. In this case, the airlines are not liable for any Damage to you and to your Baggage. For further supports, kindly contact the carrier.

- We many cancel or suspend your use of our booking facility at any time without notice for suspicious booking ; such as, high risk of fraudulent information.

5. Search & Scan

For reasons of safety and security the airlines may request that you permit a search and scan of your person and a search, scan or x-ray of your Baggage. If you are not available, your Baggage may be searched in your absence for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in Article 3. If you are unwilling to comply with such requests, the airlines may refuse to carry you and your Baggage. In the event a search or scan causes damage to you, or an x-ray or scan causes damage to your Baggage, we shall not be liable for such Damage unless due to our fault or negligence. We shall not be responsible for items kept by you or in your baggage, which are seized by security staffs subject to international rules or State Authority Regulations even such items are seized, destroyed or handed over to us.

6. Checked baggage

Route	Business Flexi	Business Promo	Economy Flexi	Economy Value	Super Saver
All Routes unless otherwise stated below	40kg	30kg	30kg	20kg	20kg
Bangladesh	40kg	40kg	35kg	35kg	35kg
Melbourne (only for OD173 / 174 / 175 / 176)	30kg	25kg	35kg	20kg	15kg
Kuala Lumpur (KUL) - Kathmandu (KTM) - (KUL-KTM route only)	-	-	35kg	35kg	35kg

Note:

- Maximum weight of each checked baggage is 32kgs.

- Infants Check-in Baggage Allowance Infants without a seat: Free Check-in Baggage Allowance of 10kgs (EXCEPT for Economy Super Saver - 0kg).

- Interline and codeshare flights will follow the operating carrier's baggage allowance.

- Baggage Allowance on KTM-KUL route remains unchanged.

7. Hand baggage

In addition to checked baggage, each passenger is allowed to carry up to 7 kg of hand baggage with a maximum length 56 cm x width 45 cm x depth 25 cm. Passengers are allowed to bring the following items for free:

Handbag/wallet/purse with the maximum length 37.5 cm x width 25 cm x depth 12.5 cm, or the total of three dimensions do not exceed 75 cm with the total weight not exceeding 1.5 kgs.
Notebooks, or personal computers
Walking sticks (crutches)
Infant food

Not allowed to use the equipment/devices/travel gadgets such as personal air purifier/ionizers, seat-recline preventer, knee defender, inflight beds owned by passengers on board

All liquids, aerosols, and gels in carry-on baggage must be carried in containers with a capacity not greater than 100ml.

III. Reservation

1. Seating

We will endeavor to honor advance seating requests. However, we cannot guarantee any particular seat. We reserve the right to assign or re-assign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety, government regulatory, health or security reasons. We will make reasonable seating accommodations for Passengers who need our assistance in accordance with applicable law.

2. Service charge when space not occupied

Except in the case of travel on non-refundable fares, a reasonable service charge, in accordance with Our Regulations, may be payable by you if you fail to use space for which a reservation has been made.

3. Special services

We will try to ensure that special services requested by you when you make your reservation, such as religious or dietary meals, or wheelchairs from the airport check-in to the aircraft are available. We will not, however, be liable to you for loss, expense, breach of contract or other damage should we, for any reason, be unable to supply such previously requested service. If you are a passenger with a disability and you require any special assistance you should inform us at the time of booking of your special needs. We may require that you travel with an attendant if it is essential for the safety of the flight or if you are unable to evacuate yourself from the aircraft or you are unable to understand safety instructions. We reserve the right to cease accepting passengers who must travel on a stretcher on any flight. On flights where medical oxygen is permitted you may be charged for the service of medical oxygen (and you may be required to be accompanied by an attendant).

4. Onboard services

For operational reasons, we do not make any guarantees about the provision/availability of in-flight entertainment equipment and advertised programs; advertised special meals or any other type of meals; or the availability of advertised in-flight services.

5. Ticketing time limits

If you have not paid for the Ticket prior to the specified ticketing time limit as advised by us or our Authorized Agents, we reserve the right to cancel your reservation.

6. Reservation requirements

We or our Authorized Agents will record your reservation(s). Upon request, we will provide you with written confirmation of your reservation(s). Certain fares have conditions which limit or exclude your right to change or cancel reservations. You should check the conditions that apply to your fare and we are not responsible for your failure to do so.

7. Service charges

Beside the base fare, taxes and service charges (airlines fuel, passenger service charge, ticketing fee...) will be included in your ticket price.

8. Cancellation of onward reservations

Please be advised that if you do not show up for any flight without advising us in advance, the return flight will be automatically canceled due to passenger did not on board for the departure flight.

We will only proceed to cancel and refund tickets after receiving passenger confirmation accepting the announced refund/cancellation fee. The cancellation fee will be determined based on the time the passenger sends the confirmation email.

Some ticket classes are not allowed for cancellation or refund according to our Fare Rules and Regulations. You’re recommended to check our Fare Rules or email to booking@malindo-airways.com for further advice.

9. Modification and Waiver

None of our employees, agents or representatives has authority to modify, change, or waive any provision of above-mentioned conditions. We reserve the right to modify, change or update above-mentioned conditions without prior notice. This kind of modification shall not be applied or affected to prior carriage.

10. Schedule Change

The airline has right to cancel a scheduled flight and replace with another flight. Schedule change should be noticed to passenger by phone, email (to the registered email address when placed the booking).

If the replacement flight departs “less 3 hours” earlier/later than the old flight, the Airline will notify the passenger directly at the airport:

- The original fare rules is still applied.
- There will be no announcement of scheduled change through email. The airline will inform the passengers directly at the airport.

11. Personal data

As an online booking agent we may use and disclose your personal information to third party that performs services such as Malindo-Airways or codeshares partners of Malindo-Airways (depend on each carrier). We may also share your information:

(i) to identify of fraud or error,

ii) to investigate, prevent, or take action regarding illegal activities,

(iii) to seek your feedback regarding our relationship with you, (iv) to protect our rights and safety,

(v) to third parties for the purpose of marketing and servicing our relationship.

The third parties that we share the information must protect it and must only use it for the purpose for which it was collected. However, we’re not responsible for ensuring this.

Other than above, we will not disclose your information without your acceptance unless required by law.

12. Reconfirmation of e-ticket received

If you do not receive e-ticket (s) within 24 hours after payment made, please reconfirm by contacting us through our 24/7 supporting email: booking@malindo-airways.com

We will consider your silence as receiving of our e-ticket email confirmation and should be no claiming upon that.

13. Cancellation

Please contact us as soon as possible if you can’t travel as planned for cancellation/change to reduce the cost. If you do not show up for any flight without advising us in advance, we may cancel your return or onward reservations with charges and refund you if your ticket class is allowed.

14. Modification

We reserve the right to modify, change or update above-mentioned conditions without prior notice to ensure all information is matched up with the Airlines’ information. This kind of modification shall not be applied or affected to prior carriage.

15. Security

To protect your privacy and confidentiality, our engineers are standing by 24/7 to deal with any problem that suddenly occurs. Additionally, we also regularly review and upgrade our security system and encryption technologies. All personal information is well managed to avoid any loss, misuse, alteration or destruction.

IV. Fare Rules

Depending our the fare type and the airline, you may request to cancel or change your current ticket to other travel date or flight title with same ticket class or higher classes (not allowed downing grade to lower classes) and charges (change/refund fee + different fee between two flights - if available) should be applied. Different ticket classes and different flight types (domestic and international) for each airline will have different cancellation fee and change fee as follows.

Note: In cases of force majeure problems such as natural disasters, epidemics/pandemics etc., the below fare rules (refund/reschedule/reroute) may not be applied and must comply with the policy of each Airline during that period.

1. Name change: The passenger is not permitted to change the named passenger with another passenger’s name. Please go to refund process instead.

2. Misspelling name: Must be the same person. Name Amendment Service Fee, PLUS Fare Difference & Other charges may be applicable.

3. Depending our the fare type, you may request to cancel or change your current ticket to other travel date or flight title with same ticket class or higher classes (not allowed downing grade to lower classes) and charges (change/refund fee + different fee between two flights - if available) should be applied:

TICKET CLASS	CANCELLATION/REFUND CONDITION		CHANGING CONDITIONS		NO-SHOW
TICKET CLASS	BEFORE DEPARTURE	ON/AFTER DEPARTURE	BEFORE DEPARTURE	ON/AFTER DEPARTURE	NO-SHOW
Economy Super Saver	Not permitted	Not permitted	Permitted with fee	Not permitted	Permitted
Economy Value	Not permitted	Not permitted	Permitted with fee	Not permitted	Permitted
Economy Flexi	Not permitted	Not permitted	Permitted with fee	Permitted with fee	Permitted
Business Promotion	Permitted with fee (at least 72 hours before departure time)	Not permitted	Permitted with fee	Permitted with fee	Permitted
Business Flexi	Permitted with fee (at least 72 hours before departure time)	Not permitted	Permitted with fee	Permitted with fee	Permitted

Change fee:

- Change fee is not permitted to refund.

- Change fee rate depending on the route and different fee between original booking and new booking, please contact us via website https://www.malindo-airways.com or email support 24/7: booking@malindo-airways.com for support on change procedure and fee.

Note:

- For a single sector journey, normal fare rule apply. For Multi sector journeys, the most restrictive fare rules applied.

- The cancellation fee depending on the route, please contact us via website https://www.malindo-airways.com or email support 24/7: booking@malindo-airways.com for support on cancellation fee.

- Once "Online Check-in or airport check-in" is completed, a passenger is not allowed to cancel or change their travel dates or request for refund except where the flight is cancelled by the airline.

- Ticketing fee, Taxes and Airport fee is not refundable.

Specific fare rules may vary and different from the general fare rules and should be provided on request by contact us through 24/7 supporting email booking@malindo-airways.com.

Sincerely thanks for choosing our service!