Special Requirements | Amal by Malaysia Airlines

Special Assistance

Special Requirements

Your Needs are Our Priority Malaysia Airlines offers a range of facilities and services to ease travel for passengers who require special assistance. Passengers with disabilities who present their Orang Kurang Upaya (OKU) cards upon ticket reservation are entitled to a special rebate on flights within Malaysia (except for MASwings and promotional fare flights). To purchase flights tickets or make arrangements for yourself / person under your care who requires special assistance, please contact our Global contact Centre 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia).

Passengers with Reduced Mobility

We remain committed in providing quality facilities and services to our valued passengers, including passengers with reduced mobility who require wheelchair services and other types of assistance. To ensure safe, convenient, orderly and timely embarkation of our passengers with reduced mobility, we have enhanced our current operational procedures and policies on wheelchair requests as follows: Wheelchair requests must be made through our Global Customer Contact Centre and/or Ticket Office and/or Malaysia Airlines’ appointed travel agents, at least 48 hours prior to departure. Some passengers with mobility impairments may require medical clearance before flying. For more information, please contact our Global Customer Contact Centre at 1 300 88 3000 if you are within Malaysia or +603 7843 3000 if you are in overseas. ‌Please visit our Terms & Conditions for more information.

Stretcher Services

We offer stretcher services within Malaysia and on international routes for passengers who must travel in a reclined position due to a medical condition or injury. Stretcher services are available only in the Economy Class cabin.

Download the Medical Information Form (MEDIF) . Send the completed MEDIF to the Malaysia Airlines MEDA Desk at [email protected] , at least 10 working days before the intended flight.

The MEDA Desk team will contact you to quote the applicable stretcher fare, confirm whether you can be accepted for travel and book your tickets. Acceptance of passengers on stretchers is subject to flight and stretcher availability, as well as approval from Malaysia Airlines’ medical services. A passenger who travels with a stretcher must be accompanied by a medical escort unless exemption has been obtained from Malaysia Airlines’ medical services. Passengers on stretchers will need to make their own arrangements for ambulance transfers, at both the departing and arrival airport and for any medical equipment required for use on board. Authorisation from Malaysia Airlines’ technical services is required for use of any medical equipment on board. Malaysia Airlines’ MEDA Desk is open from 8.30am to 5.30pm, Monday to Friday. (Excluding Public Holidays)

Unfit for Air Travel

Anaemia of severe degree. Severe cases of otitis media and sinusitis. Acute contagious or communicable diseases e.g., open tuberculosis. Myocardial infarction within 6 weeks of on-set/congestive cardiac failure. Hypertensive disease with severe complications. Peptic ulceration with recent haemorrhage within 3 weeks. Post-operative cases (within 10 days of simple abdominal/within 21 days of chest surgery). Skin diseases which are contagious in nature. Fractures of the mandibles with fixed wiring of the jaw. Mental illness without escort and sedation. Expectant mothers of normal pregnancy beyond 36 weeks. Expectant mothers with multiple or complicated pregnancy beyond 32 weeks. Introduction of air body cavities for diagnostic or therapeutic purpose within 7 days.

Assistance for Incapacitated Passengers

Incapacitated passengers are those who, because of their medical, physical or mental condition require individual attention which is not normally provided to other passengers. This attention may be required when embarking, disembarking, in-flight, in an emergency evacuation and/or during ground handling. Some incapacitated passengers may have permanent but stable disabilities such as arthritis, deafness, blindness, or paralysis of all or part of the body. Others may have temporary disabilities such as recent surgery, broken limbs, or recent illness which requires them to be on a stretcher or wheelchair. Not all incapacitated passengers require medical clearance before being accepted for travel. However, passengers with the following incapacities and/or disabilities are subject to medical clearance by our Medical Services Department before being accepted for travel:

Those suffering from any disease believed to be actively contagious and communicable. Those who, because of certain diseases or incapacitations, may have or may develop unusual behaviours or physical conditions which could have an adverse effect on the welfare and comfort of other passengers and/or crew members. Those who can be considered to be a potential hazard to the safety or punctuality of the flight including possible diversion and unscheduled landing. Those who would require medical attention and/or special equipment to maintain their health during the flight. Those who may have their medical condition aggravated during or because of the flight. If you have enquiries regarding the assistance provided for specific conditions, please contact our Global Customer Contact Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000. (outside Malaysia)

If you have enquiries regarding the assistance provided for specific conditions, please contact our Global Customer Contact Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000. (outside Malaysia)

Carriage of Infant Incubator

Malaysia Airlines accommodates infant incubator services on all domestic sectors and/or direct international routes, with a duration of 3 hours and below. Infants on ventilation machines will not be accepted for travel.

Download the Medical Information Form (MEDIF) . Send the completed MEDIF to the Malaysia Airlines MEDA Desk at [email protected] ,at least 10 working days before the intended flight.

The MEDA Desk team will contact you to quote the applicable incubator fare, confirm the acceptance of incubator carriage and assist with the infant flight booking. Acceptance of infants in incubators is subject to flight and seat availability, as well as approval from Malaysia Airlines’ medical services. An infant who travels with an incubator must be accompanied by at least one (1) medical escort, paramedic or nurse. The incubator will be located in the Economy Class cabin. The incubator must be provided by a medical service provider and have a heating element that is battery powered. Should the infant require oxygen support, the airline only accepts FAA-approved Portable Oxygen Concentrators (POCs) with continuous oxygen flow. The POCs must be battery powered and last 150% of the flight time. Passengers will need to make their own arrangements for ambulance transfers, at both departure and arrival airports, and for any medical equipment required for use on board. Authorisation from Malaysia Airlines’ technical services is required for use of any medical equipment onboard. Malaysia Airlines’ MEDA Desk is open from 8.30am to 5.30pm, Monday to Friday. (Excluding Public Holidays)

Carriage of Portable Oxygen Concentrators (POC)

Malaysia Airlines allows the carriage of POC onboard its flights subject to approval from its Medical Service and Engineering departments.

Rental. Personal. For transportation only. (not used on board)

Prior to accepting POC passenger on board, the following conditions must be fulfilled: Malaysia Airlines requires a passenger to obtain MEDIF clearance before the purchase of a flight ticket. All carriage of POC onboard must be FAA-approved and requires Malaysia Airlines approval via MEDIF. Checked-in POC does not need to be FAA-approved but requires Malaysia Airlines approval via MEDIF. POC intended for use on board must be operable and in good condition. Only battery-operated POC is accepted on board. Only dry cell or gel batteries are permitted on board. POC must have sufficient battery power to last one and a half times the journey length (150% travel time). ** Passengers using POC from home to the airport are required to bring spare batteries that will last 150% the duration of their flight time in order to ensure the batteries are sufficient throughout the journey. ** Device cannot be operated using aircraft power supply. Approved MEDIF must be presented upon check-in. Malaysia Airlines reserves the right to assess/inspect POC before boarding. POC Passenger must demonstrate that the device is in working condition. ** POC for use onboard will not be considered as the passenger's carry-on baggage. POC for transportation only (not used onboard) will be considered as the passenger's carry-on baggage (to remove and package the batteries separately from the POC). Passenger shall not occupy bulk head or exit row seats. Passenger with POC must occupy window seat to ensure the mask tubing does not create a tripping hazard. The POC must be stowed under the front seat. ** This requirement does NOT apply to POC not intended for use on board. Passenger must get Malaysia Airlines approval via MEDIF even if the device is not intended for use on board.

Passengers must ensure the Medical Information Form (MEDIF) is completed and signed by the attending doctor and submitted to MEDA Desk accordingly: Rental POC from Malaysia Airlines appointed supplier: For passengers departing from Kuala Lumpur International Airport, MEDIF must be submitted to MEDA desk at least three (3) working days before travel. If departing from other than Kuala Lumpur International Airport, MEDIF must be submitted to MEDA desk at least ten (10) working days before travel. Personal POC Passenger from Kuala Lumpur International Airport or any other airport, MEDIF must be submitted to MEDA desk at least three (3) working days before travel. Carriage for Transportation Passenger from Kuala Lumpur International Airport or any other airport, MEDIF must be submitted to MEDA desk at least three (3) working days before travel. * MEDA Desk operating hours 8.30am to 5.30pm, Monday to Friday. (Excluding Public Holidays)

Deny carriage under the following circumstances: If passenger fails to check-in on time with the POC. If the device Is not in working condition (can’t be switched on and off / indicator lights not functioning, etc.). Is not in good condition (cracked tube, leaking battery, etc.). Description on MEDIF does not match actual POC. Has insufficient number of batteries or battery power.

Malaysia Airlines reserves the right to deny carriage on the relevant flight until all related policy requirements have been met. ‌In the event of denied carriage, all charges including ticket change, visa, transportation, hotel, and doctor’s costs are the responsibility of the passenger. Malaysia Airlines will not accept liability or responsibility for any costs associated with denied carriage.

Regulatory Reference

A copy of Part 382 regulatory reference (Non-discrimination on the Basis of Disability in Air Travel) in an accessible format from the US Department of Transportation can be obtained: By telephone call (within the United) (within the United States) via the Toll-Free Hotline for Air Travellers with Disabilities at 1 800 778 4838 (voice) or 1 800 455 9880 (TTY), the Aviation Consumer Protection Division at 202 366 2220 (voice) or 202 366 0511 (TTY). By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave. SE, West Building, Room W96-432, Washington, DC 20590. On the Aviation Consumer Protection Division website here . You may also access the Regulation (EC) No.1107/2006 of the European Parliament and the Council concerning the rights of disabled persons and persons with reduced mobility when travelling by air here .

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Health and Medical Guide

Guidelines and procedures for passengers with health and medical requirements.

Medical Clearance Some health conditions may require a passenger to get medical assessment and clearance from the airline before flying. Malaysia Airlines reserves the right to refuse to carry passengers with health conditions which may pose a risk to flight safety. ‌If a cabin crew member suspects that a passenger is ill before departure, the Commander of the aircraft will be informed. An unfit passenger may be off-loaded on the Commander’s evaluation.

Airline Medical Clearance Procedure

The Medical Information Form (MEDIF) is to be completed by passengers who require medical assistance as well as the attending doctor and submitted to Malaysia Airlines Medical Assistance (MEDA) Desk at [email protected] prior to travel.

* Malaysia Airlines only offers rental of POC from its appointed vendor. Any other rented POC with other companies besides the appointed vendor will be considered as the passenger’s own POC. * Subject to Malaysia Public Holidays The MEDIF is valid for 20 calendar days only after a Malaysia Airlines medical examiner approves the request prior to commencement of travel. ‌For further information on medical clearance, please contact the MEDA Desk team at [email protected] .

Infants in incubators. Passenger traveling on a stretcher. Passenger travelling with their own medical equipment such as portable oxygen concentrator, infusion pumps and suction apparatus. Such Medical Portable Electronic Devices (M-PED) must be FAA-approved. Passenger flying with or after an illness, infection or surgery in which the flight environment may aggravate their condition or their condition may be a health risk to others onboard. Examples of such cases: Angina pectoris or chest pain at rest. Recent myocardial infarction and stroke. (time period depending on severity of illness and duration of travel) Recent severe chronic respiratory disease, or unresolved pneumothorax. Raised intracranial pressure due to haemorrhage, trauma or infection. Recent surgery or injury where trapped air or gas may be present, especially abdominal trauma and gastrointestinal surgery, cranio-facial and ocular injuries, brain operations, eye operations and penetrating injuries of the eyeball. Serious or acute infectious disease. Mental health illness. Decompression sickness after diving. For more information, please email [email protected] .

Full-term infant more than one week old. Premature infant more than 39 weeks gestational age. Pregnant woman with normal pregnancy: With multiple pregnancy, it is not recommended to travel after 32 weeks. With single pregnancy, it is not recommended to travel after 36 weeks. Normal post-delivery woman after the first week. Post-caesarean section delivery woman. The above passengers however, are required to bring with them a letter confirming fitness to fly, from their doctor. This is to be presented at the check-in counter where you will be required to fill out a Release Form.

Peanut and Tree Nut Allergies Malaysia Airlines intends to provide clear and transparent peanut and tree nut allergy requirements to our passengers to help them make informed decisions when choosing to fly in the conditions explained here.‌‌‌ We encourage passengers with peanut/nut allergy concerns to discuss their travel plans and assess their fitness to travel with their doctors first.‌ ‌It is the responsibility of the passengers with peanut allergies to identify themselves as having sensitivity or allergy to peanut/nut at the time of booking.‌ ‌Peanut/nut allergic passengers do not require airline medical clearance.

Malaysia Airlines is unable to guarantee a peanut/nut-free environment in its aircraft or airport lounges. The airline does not prohibit passengers from bringing their own peanut/nut products onboard. Malaysia Airlines will not implement peanut-free or nut-free buffer zones and/or remove the service of peanut or nut snacks; nor make onboard announcements refraining passengers from consuming peanuts/nuts.

The airline does not guarantee that meals served, including any special meals for peanut/nut allergic passengers are prepared in a peanut/nut-free kitchen or has had no cross-contamination with peanut/nut products within the various flight kitchens and catering services in our network. Passengers with peanut/nut allergies should request for suitable alternative meals (SPML) or bring their own food items that do not require chilling or reheating on board if they need to be self-assured of allergen-free meals. Peanuts and nuts snacks are served on many of our flights and peanut is an integral ingredient in some of our in-flight dishes, such as the peanut sauce for satay served in Business Class and Business Suite class. If you have peanut/nut allergy, you are strongly recommended to: Notify us of your allergy at the time of booking and request for a suitable alternative meal no later than 24 hours before your flight departure. Perform check-in at the airport check-in desk. Download the Peanut/Nut Release Form at: here and bring two (2) copies of the completed forms with you. Handover one (1) copy at the airport check-in desk. Keep the second copy for staff confirmation at the departure gate or on board the flight. If you are checked through and you connect on Malaysia Airlines from another carrier, you are required to handover one (1) copy to the Malaysia Airlines departure gate staff for your connecting flight. Keep the second copy for staff confirmation onboard the flight. Bring a doctor’s Action Plan for allergic reaction/anaphylaxis. Carry your medication such as EpiPens in your cabin baggage and keep them within reach during the flight. Ensure that you and/or travel companion/s are trained in using the EpiPen. Alert Malaysia Airlines staff member (on the ground or onboard) when you feel the symptoms of an allergic reaction. Bring your own food items that do not require chilling or reheating onboard if you must be certain of an allergen-free meal. Board the aircraft early to wipe down armrests, meal trays and seatback areas. If you have peanut/nut allergy, you must: Inform codeshare airline partners and connecting airlines of your peanut/nut allergy requirements and be guided by the other airline’s policy. If you are a minor below 16 years old, travel with an adult companion who is expected to administer treatment if required.

Passengers Suffering from Acute or Chronic Diseases If you have a stable chronic disease (e.g., diabetes, hypertension, asthma), which is well controlled on medication, you do not need medical clearance. You should take the medication following the timing of your departure location and adjust accordingly when you arrive at your destination. You should carry your medications in your hand luggage in accordance with the guidelines contained under "Travelling with Medicines".

Diabetics

If you are diabetic, you are advised to have additional supplies of insulin or tablet medication, spare needles or syringes readily available in your hand baggage in case of breakages or delays to the flight. You will need to have a doctor’s authorisation to confirm that you are insulin dependent to avoid problems with Security at the airport. As diets for diabetics vary considerably, please inform us of your meal requirements at least 24 hours before your flight.

Pacemaker

If you have a pacemaker in your body, carry an ID card or a letter from your doctor stating that you have a pacemaker. It is safe to fly with a pacemaker provided that your cardiac condition is stable. However, some issues that may be of concern are during the security screening procedures at the airport. Passing through an airport metal detector will not interfere with your pacemaker, although the metal in it may sound the alarm. ‌Avoid lingering near or leaning against a metal-detection system. If security personnel insist on using a hand-held metal detector, ask them not to hold the device near your pacemaker any longer than necessary. In addition to that general advice, you should check with your own doctor and read the instructions from the manufacturer of your own model of pacemaker to determine whether the pacemaker you have is more sensitive to metal detection equipment.

Divers

Divers should not fly soon after diving because of the risk of decompression illness due to reduced cabin pressure. It is recommended that divers do not fly until at least 12 hours after their last dive and this period should be extended to 24 hours after multiple dives or after diving that requires decompression stops. ‌Divers who undergo Hyperbaric Oxygen Therapy (HBOT) due to decompression illness are not to fly at least 72 hours after their last HBOT session.

Travelling with Medicines

You are advised to carry your medication in your hand luggage. You should also carry a copy of the prescription or a supporting written statement from your doctor in case the medication is lost, additional supplies are needed, or security or custom inspections require proof that it is for personal use.

Medical Information

Limited medical care is available in-flight. All our cabin crew are trained in basic provision of medical care.

Malaysia Airlines' cabin crew are trained in the use of first-aid equipment and in carrying out first-aid and CPR procedures. They are also trained to recognise a range of common medical conditions and to provide the necessary assistance.

Medical equipment available onboard Malaysia Airlines' aircraft includes: First-aid kits and Automated External Defibrillator (AED) to be used by the cabin crew. Physician’s kit to be used by a doctor.

Malaysia Airlines cabin crew may seek assistance from medical professionals to provide medical assistance to an injured or ill person on board the aircraft. ‌Passengers who identify themselves as medical professionals will be requested to show relevant identification and/or provide details of their medical qualifications to our cabin crew. ‌To the extent permitted by law, Malaysia Airlines will indemnify the medical professional against legal liability that may arise from their assistance or the treatment given on board the aircraft.

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Infants and Children

Special services for children travelling alone and families with infants

Unaccompanied Minors

‘Unaccompanied minor’ service is available upon request during reservation of flight tickets for children from ages 5 to 15 who are travelling alone or travelling in a different cabin class to their accompanying adult. Our ground staff and cabin crew will accompany your child throughout their journey from check-in to the moment they are handed over to their appointed guardian at the arrival gate.

We advise that you speak to your children about the journey, and to let them know that they are always able to reach out to any Malaysia Airlines representatives. For a smooth experience on board, please ensure that your children are fit to fly and that they are able to follow our crew member’s safety instructions. ‌ ‌ The unaccompanied minor service is unavailable for flights involving transfers with stopovers of more than 24 hours, unless parents or guardians have arranged for the child to be picked up at the transfer point. The conditions under which minors are permitted to travel, however, may differ based on point of departure. For this reason, we advise you to contact your nearest Malaysia Airlines office for more details.

Booking Restrictions This service must be requested during reservation of flight tickets. The unaccompanied minor service is available through our Global Customer Contact Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia, long distance call charges may apply) or City/Airport Ticket Office. You are required to complete the Unaccompanied Minor (UMNR) Handling Service Form for verification purposes during check-in.

Four copies of the UMNR form (if you are travelling without any transit point). Five to six copies of the UMNR form (for travel with transit point). Download the UMNR form here This service is subject to seat availability.

Priority Boarding

Parents and families with infants and children are given priority boarding to allow them more time to comfortably attend to their children and stow away their luggage when boarding the aircraft.

Entertainment on Board

Selected flights are equipped with Audio Video on Demand (AVOD) systems with cartoons and children’s content to keep the young ones entertained and occupied.

Food

Special nutritional Child’s Meal (CHML) for children from ages 2 to 12 can be requested in advance for flights that provide meal service. The exact meal served will depend on the flight sector. Request must be made through Reservations/Ticket Counter/Call Centre at least 24 hours before departure. Please call 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside Malaysia).

Childcare Facilities at the Airport

Malaysia Airlines provides a Child’s Play Room at selected airports. These facilities are equipped with a television and DVD player, kid-sized writing tables, chairs, toys, comics and colouring books.

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