Firefly | FAQ

Firefly Passport

What is Firefly Passport?: Firefly Passport is an unlimited pass to simulate and revitalize Malaysia’s domestic tourism in support of the Government’s effort. The Firefly Passport has two (2) types, priced at RM399 Domestic unlimited Passport fee (valid for 3 months) and RM699 Domestic unlimited Passport fee (valid for 6 months).The utilization and travel date of Firefly Passport must be within the validity period (3 months or 6 months) to purchase Firefly’s flight tickets (Domestic flight only one way or return flight).

When can I purchase Firefly Passport?: The sale period for Firefly Passport will be from 24th August 2020 to 30th August 2020.

Can I use the amount to purchase MH codeshare flights?: No, Firefly Passport is only available for Firefly flights purchased directly from Firefly.

Can I purchase any amount from Firefly?

Yes. There are only 2 Categories that are available for purchase at the moment as follows:

Category 1: RM 399.00 for 3 months, unlimited
Category 2: RM 699.00 for 6 months, unlimited

* The utilization and travel date of Firefly Passport must be within the validity period (3 months or 6 months).

Where can I purchase Firefly’s Passport?: Just visit https://travelpass.fireflyz.com.my and follow the easy step-by-step process for registration and purchase of the Firefly Passport. We would then send you an email acknowledgement of payment received through the specified email given during your registration for the account.

How do I register/purchase my Firefly Passport?

Just follow these 3 simple steps:

Step 1 – You would need to click on the Login/Signup link located on our website or alternatively, go to https://travelpass.fireflyz.com.my.
Step 2 - If you are not a registered member, please register yourself as a new member.

Click on the “FY Member Login” link in the FY website page to register as an account holder
Step 3 – Once you have successfully registered, click on the ‘MEMBER LOGIN’ tab and please login into your account. Then please proceed with the Category amount you would like to purchase. Follow the simple steps until payment is made via your credit card, debit card or online banking.

Click on the “Buy Passport” tab in the introduction page

Once purchased, does my Firefly Passport have an expiry date?

Yes, it does. Your expiry date will be determined by the Category of amount that you have purchased with us. The following would be the expiry dates for the respective Categories:

Category 1: RM 399.00: 3 months from the date of purchase
Category 2: RM 699.00: 6 months from the date of purchase

* The utilization and travel date of Firefly Passport must be within the validity period (3 months or 6 months).

Will I be able to extend the expiry date for my utilisation amount when it reaches its expiration?: Unfortunately, not at this moment. Both category amounts must be utilized before or by the respective given expiry dates based on the category purchased.

Will there be a notification sent to me when my Firefly Passport purchased nears expiration?: There will be no notification sent when your Firefly Passport nears expiration. You would need to be aware of the expiry date for on your account.

How can I purchase my flight tickets using my Firefly Passport?: In regards to purchasing your flight tickets using Firefly Passport, click on our FY Login/Signup link on our website or visit https://travelpass.fireflyz.com.my . Select “FY Member Login” and key in your user name and password. Then, proceed with the regular process of booking your flight ticket(s) through until you reach the payment page.

Can I purchase my flight tickets via Firefly Passport through Firefly’s Call Centre, Airport Ticketing Office or City Ticketing Office?: Unfortunately, not at this point of time. Purchasing of flight tickets via Firefly Passport can only be made through https://travelpass.fireflyz.com.my seven (7) days before departure date and subject to seat availability.

Can my Firefly Passport be used for flight changes?: Yes, you can use your Firefly Passport for flight changes but through Firefly Passport website only; https://travelpass.fireflyz.com.my .Change fee applicable and no fare differences. Flight changes can be done seven (7) days before departure date and subject to seat availability.

Can my Firefly Passport be used to purchase Firefly Holiday Packages?: No. As of this time, your Firefly Passport can only be used for Firefly’s Flight tickets excluding all surcharges and taxes that is imposed by Firefly.

What can I do if I suspect that there is a fraudulent transaction on my Firefly Passport?: If there is suspicion of fraudulent transaction and you would like to suspend your Firefly Passport account, please contact Firefly’s customer care line immediately at:; Call Us; General Hotline:; +603 7845 4543; Within Singapore; +65 3158 8279; Operating Hours: Daily 8.00am - 8.00pm; Or; Email Us; Web form. Please note that Firefly would take 3 business working days to respond via email.

If I cancel my flight, will I get a refund?: There will be no refund in cases of flight cancellations of Firefly flight tickets purchased through your Firefly Passport account.

What if Firefly cancel’s my flight, will I get a refund?

What if I would like to add on additional items after I have booked my flight(s)? Can I use Manage Booking to purchase my additional items using my Firefly Passport?: If you would like to purchase additional items using Firefly Passport, you definitely can through Manage Booking. All you would need to do is to click on the Login/Signup link located on our website or alternatively, go to https://travelpass.fireflyz.com.my .Then, Select “FY Member Login” at the FY Passport introduction page. Proceed to login using your user name and password and then select the “Manage Booking” tab located on the left-hand corner of the page. You will come to your travel reservation page. Click “View”. Continue with the regular process of purchasing your additional items until you reach the payment page

Are there any blackout dates for travel if I purchase Firefly Passport?: Yes, seats are limited and may not be available on all flights, public holidays, school breaks, and weekends.

How do I change my details in Firefly Passport account?: You may send an email to web form for assistance.

What if I have not received an email notification after I purchased Firefly Passport?: If you did not receive an email notification after purchase Firefly Passport, you may send an email to web form with current email address that you’re registered for Firefly Passport or please contact Firefly’s customer care line immediately at;; General Hotline: +603 7845 4543, Within Singapore+65 3158 8279 & Operating Hours: Daily 8.00am - 8.00pm

MH SHUTTLE

What is MH Shuttle?: Firefly Airlines (FY) and Malaysia Airlines (MH) work together introduces a first-of-its-kind fare option for travellers flying between Kuala Lumpur and Singapore with the airline. The Shuttle fares offer multiple perks, which include changing from the original schedule to an earlier flight on the same day with no penalty, waiver of fee for dates or flight change, and dedicated Shuttle check-in counter in KL International Airport (KLIA) and Changi Airport, Singapore.

How can I request for Go Show on Malaysia Airlines (MH) flights through Firefly Airlines?: You can request Go Show flights if you fare is under the allowed fare classes as shown above. Requested flight is subject to availability. Please contact Firefly Contact Centre at +603-7845 4543 on the same day, or visit an airport ticketing office near you on the day flight departure at least two (2) hours before the flight departure.

How early can I request Go Show on Malaysia Airlines (MH) flights through Firefly?: You can book a flight through Firefly up to twenty-four (24) hours before scheduled time of departure.

If I request Go Show on Malaysia Airlines (MH) flight through Firefly, what will my baggage allowance be?: Your free baggage allowance (FBA) will be follow as per mention FY itinerary.

Does Malaysia Airlines or Firefly provide shuttle transfers between KL International Airport in Sepang and Skypark Terminal in Subang?: We do not provide free shuttle service between KL International Airport in Sepang and Skypark Terminal in Subang.; However you have two choices to travel between Skypark Terminal, Subang and KL International Airport, Sepang; The Skypark shuttle bus service on the outer lane just outside the Subang Arrival Hall exit. Tickets can be purchased either at KL City Bus counter located at the Transport Facility Counter or on-board the bus. Budget Taxi or executive taxi available at the Transport Facility Counter.

What are the differences between KL International Airport (KLIA) & Subang Airport (SZB)? How do I know which one I should choose?: KLIA is the main international airport in Kuala Lumpur whereas Subang Airport is a city airport which offers quicker access to the KL city due to its close proximity to the city.

How do I make arrangements for special assistance?: If you have requested to Go Show with Malaysia Airlines flight, you can contact Malaysia Airlines Call Centre to make the arrangements; acceptance of carriage is subject to operating carrier rules.

FIREFLY AIR CARGO

What is Firefly air cargo?: Firefly Air Cargo is an on-demand airport to airport cargo service. Firefly Air Cargo offers an express solution to deliver items (gift, documents, e-commerce order, social commerce merchant product and even packed food) to your loved ones, friends or customer on the same day. The items will be part of the air cargo delivered to the listed airports.

Which airport has the Firefly Air Cargo counter that will process my booking/order?

Sultan Abdul Aziz Shah Airport, Subang (SZB)
Penang International Airport, Bayan Lepas (PEN)
Sultan Mahmud Airport, Kuala Terengganu (TGG)
Sultan Ismail Petra Airport, Kota Bharu (KBR)
Sultan Abdul Halim Airport, Alor Setar (AOR)
Langkawi International Airport, Langkawi (LGK)
Senai International Airport, (JHB)
Kota Kinabalu International Airport (BKI) **COMING SOON**
Kuching International Airport (KCH) **COMING SOON**

How do I book/send my items using Firefly Air Cargo? What is the process?: Online; Step 1: Visit fireflyz.com.my and select Firefly Air Cargo.; Step 2: Select your prefer destination and departure date and key in the promo code (if any). Press the Search button for the flight’s availability.; Step 3: Select the flight and choose your prefer time. The allowable weight is from 2kg to 100kg.; Step 4: Please fill in the required sender and receiver details (The fields marked with * are mandatory).
It is required to enter the contact details correctly, as we use them to send you the confirmation of your booking, the electronic ticket and any potential flight schedule changes.; Step 5: Please fill in with your item(s) details; Step 6: Select payment option via credit/debit card, Touch ‘n’ go, Maybank QR Pay, Direct Debit, FPX, Alipay, Union Pay, Boost, Grabpay or Google Pay. Once payment is successful, you will receive the confirmation details.; Step 7: Drop off your parcel at departure airport.; Walk-in; Part A; Step 1: Bring your items that has been properly packed and sealed to the Firefly Air Cargo counter at any of the listed airport. The items will be weighed and scanned, as part of security check, in order to ensure that it does not contain any illegal or dangerous goods. Items that do not pass the security clearance cannot be accepted by Firefly Air Cargo. It is advisable for the sender to wait until all security clearance is done to ensure parcel is not rejected.; Step 2: Fill up the consignment form and hand it over to the counter.; Step 3: Complete the payment. Note: The rate is determined by the weight and category of the items.; Step 4: Make sure you receive the e-receipt, estimated arrival date/time and tracking number, so that you can inform the recipient to collect the items accordingly.; Part B; Step 5: The items arrive at the destination airport.; Step 6: After security clearance, your items will make its way to the Firefly Air Cargo counter.; Step 7: The sender will receive an SMS notifying that the items have arrived.

What if my items do not clear the security check?: All items will be weighed and scanned, as part of security check, in order to ensure that it does not contain any illegal or dangerous goods. Items that do not pass the security clearance cannot be accepted by Firefly Air Cargo; it will be returned to the sender and payment will be refunded. Thus, it is advisable for the sender to wait until all security clearance is done.

What are the accepted items to send via Firefly Air Cargo?

Accepted

Dry items that are properly labelled and packed in boxes
Food item that are properly packed and tightly sealed without any possibility of leakage

Not accepted

Illegal items
Dangerous, hazardous, flammable, gasses, toxic, corrosive, radioactive, oxidizer, explosive, flammable and unsafe items, including batteries and power banks
Valuable items such as official documents, jewelry, cash and passport
Fragile items
Perishable items
Animal and live plants
Any item deemed unsuitable by Firefly airport staff

What are the charges? How much does it cost to send an item with Firefly Air Cargo? Is there any weight or dimension restrictions?

Weight	Price
2-5kg	RM 50
5.1-10kg	RM 100
10.1-15kg	RM 150
15.1-20kg	RM 200
20.1-25kg	RM 250
25.1-30kg	RM 300
30.1-50kg	RM 400
50.1-100kg	RM 500

Minimum weight per consignment/item: 2kg
Maximum weight per consignment/item: 30kg
Maximum dimension per consignment/item: 50cm (L) x 46cm (W) x 36cm (H)
A maximum of up to 300kg can be sent at any 1 time. Anything more will be treated as a second shipment on a following scheduled flight.

I’m the person receiving the items. How and when should I collect the items?: The sender should inform the receiver of the arrival date/time, once the items have been checked in and assigned with tracking number. The receiver should be on standby at the airport to collect the items from Firefly Air Cargo counter on the same day upon receiving SMS from Firefly. The receiver must bring along their official ID for verification.; If the sender/receiver has arranged for a delivery service, the rider/dispatch may collect the item on the customer’s behalf.; Please note that the receiver will not be contacted by Firefly. Therefore, please ensure that you collect the items according to the arrival time/options indicated by the sender and SMS from Firefly. Items that are not collected on the same day will be charged RM50 for next day collection and RM100 for the day after in due of Overnight Storage Fee.

What if the items are delayed due to flight delay?: We will contact the sender if the flight carrying the items is delayed and advise on the new estimated date/time. The sender should inform the receiver of the new arrival date/time.

Can I make any changes or cancellation?: You cannot make any changes or cancellation once you have completed the payment and your items has cleared security check.

Can I make a booking online?: Currently the Firefly Air Cargo items delivery booking/order can only be processed manually at Firefly Air Cargo counter at the listed domestic airports. We are working towards making this available online and it will be announced when it is available.

Can I make advanced booking?: No advanced booking is allowed. You may only book and drop off your items at the Firefly Air Cargo counters on the same day that you want it to be delivered.

Are there specific cut-off times to submit the shipment?: Yes, must be accepted and processed at least 90 minutes prior to scheduled flight departure.

When is the expected time for the consignment pick up?: Firefly Air Cargo shipments are available for pickup within one hour of flight arrival or upon receiving SMS from Firefly.

Who can use our Firefly Air Cargo service?: Anyone can be the sender and receiver for this service except passenger who travel on the same flight.

Singapore Flight Seletar Airport

1. Where is Seletar Airport?: Seletar Airport located approximately 16 kilometers away from Singapore Changi Airport and about 20 kilometers away from the city-centre.

2. What is the public transport to / from Seletar Airport?

Here the details of public transport to Seletar Airport below

By Taxi

There is a taxi stand located outside the Departure Hall. Taxi service in Singapore is available 24 hours daily. Please dialing through the taxi phone number for booking

Common Hotline – 6342 5222 (6-DIAL-CAB)
Comfort & CityCab – 6552 1111
Premier Taxis - 6363 6888
Prime Taxi – 6778 0808
SMRT Taxis – 6555 8888
Trans-Cab Services – 6555 3333
Yellow – Top Taxi – 6293 5545
Grab or GOJEK (Available on App Store & Google play)

Private Hire

App Based

Grab
Gojeck
Tada
CDG Zig (Comfort/City Cab)

By Public Bus

Public bus service 102 stops directly at Seletar Airport Terminal, along Seletar Aerospace Road 2.

By MRT

Hougang MRT Station (North East Line) at Hougang Bus Interchange
Buangkok MRT Station (North East Line) near Exit A
Sengkang MRT Station (North East Line) at Compass One Shopping Mall

For more details, please refer to the link https://www.seletarairport.com/getting-there.html

3. Who do I contact if I have any other concerns?

Please contact our call centre at 603 7845 4543 (General Hotline) from 0800 to 1900 daily or send an email to web form for further information and assistance.

General

Is it free seating on the flights?: Firefly will assign a seat to a passenger upon check-in. This is no guarantee that you will get the seat you want or that you’ll end up sitting with your entire party. To ensure you get the seat you want, make your selection for a fee when you purchase your ticket. Please refer to our fee schedule for the price of selecting a seat.

How early do I need to check in for my flight?: Generally, the check-in counters open as below.

Jet Operations (Jet’s): Our check-in counters are open two (2) hours and close forty-five (45) minutes before the domestic scheduled flight departure time and 45 minutes for international scheduled flight departure time and are subject to the rules and regulations of the respective airports. Check-in deadlines may vary at different airports and for particular flights; it is your responsibility to ensure that you comply with these deadlines, the particulars of which will be available at the time you make your booking. We advise passengers to arrive at the airport with sufficient time to check in.

Turbo Prepellors Operations (ATR’s): Our check-in counters are open ninety (90) minutes and close thirty (30) minutes before the domestic scheduled flight departure time and forty-five (45) minutes for international scheduled flight departure time, and are subject to the rules and regulations of the respective airports. Check-in deadlines may vary at different airports and for particular flights; it is your responsibility to ensure that you comply with these deadlines, the particulars of which will be available at the time you make your booking.

What if I need to travel today? Where can I get tickets?: You can purchase a seat at www.fireflyz.com.my, Firefly mobile app or contact the call centre at +603-7845 4543 up to one (1) hour to scheduled time of departure.; For travel that is less than one (1) hour before scheduled time of departure, please visit an airport ticketing office - and allow sufficient time for check-in after making said purchase.

We’re travelling as a group, how do I book?: You can make use of our Group Bookings service if your group has more than 9 passengers. Just email us at groups@fireflyz.com.my with your itinerary details, number of passengers and telephone number and we will send you a quotation.

If I purchase a Firefly flight ticket through a third party (e.g. Traveloka, Air Asia Apps, Airpaz, travel agent, etc) , can I amend /change the booking?

All bookings under third party needs to be referred to a third party, regardless cancellation / flight changes / passenger’s name amendment.

Code share MAB

Why is it that I can buy a Malaysia Airlines flight through Fireflys’ website?: Firefly has a codeshare arrangement with Malaysia Airlines, our parent company. So, Firefly Airline is able to market or sell seats on flights operated by Malaysia Airlines.

How can I book Malaysia Airlines flights through Firefly Airlines?: You can book codeshare flights, subject to availability at www.fireflyz.com.my , or please contact Firefly Contact Centre at +603-7845 4543, or visit an airport or city ticketing office near you.

How early can I book Malaysia Airlines flights through Firefly?: You can purchase a flight through Firefly up to twenty-four (24) hours before scheduled time of departure.

Can I buy Malaysia Airlines connecting flights with Firefly?: Firefly offers point to point flight booking services. For connecting flights, please contact Malaysia Airlines at 1 300 88 3000 (within Malaysia) or +603- 7843 3000 (outside Malaysia).

What is the minimum time required to make my connecting flights if I book them through Firefly Airlines?: Minimum of 90 minutes if the connection takes place within the same airport. The minimum connecting time (MCT) between Subang (SZB) and KL International Airport is 4 hours.

If I purchase Malaysia Airlines flight through Firefly, what will my baggage allowance be?

Can I do web check-in? How soon do I need to check-in?: Web check-in facility is not available for codeshare booking at the moment. You must check-in at the airport check-in counters. Please note that check-in counters close 60 minutes before departure for Domestic and International sector. Please visit https://www.malaysiaairlines.com/my/en/help.html for more details.

Can I do through check-in for my booking and baggage?: No. The check-through facility is not available at this point of time.

Can I add in seat selection and wheelchair?: For flights operated by Malaysia Airlines, seat selection and wheelchair can add-in only upon check-in at the airport check-in counter with charges.

Can I purchase Extra Baggage allowance?: No, Extra Baggage is not available for interline and code share flight. Passenger will be required to pay the excess baggage allowance charges upon check-in.

Can I upgrade my Economy class ticket to a Business Class ticket through Firefly?: Yes, you can. Please contact our call centre at +603-7845 4543, or visit our city or airport ticketing office near you up to twenty-four (24) hours before scheduled time of departure. Such changes will incur a fee as well as differences in fare.

Can I manage my flight on Malaysia Airlines website?: No. Malaysia Airlines site does not support such request.

Can I change my flight dates and time through Firefly?: Yes, you can make changes online by logging on to Firefly website; Manage Booking or contact our Call Centre or visit our City or Airport Ticketing Office.; You may change flights up to twenty-four (24) hours prior to the scheduled flight departure time. Such changes will incur a fee as well as differences in fare, if any.

Can I change my flight dates and time or cancel my booking after flight departure?: Yes, you may change or cancel your flight subject to fare rules. Please note that, cancellation or changes is not permitted 90 days after your departure date.

If I book a Malaysia Airlines flight with Firefly, who do I call for customer service?: For any enquiries, please contact Firefly Call Centre at +603-7845 4543.

Does Malaysia Airlines or Firefly provide shuttle transfers between KL International Airport in Sepang and Skypark Terminal in Subang?: We do not provide free shuttle service between KL International Airport in Sepang and Skypark Terminal in Subang.; However you have two choices to travel between Skypark Terminal, Subang and KL International Airport, Sepang;
i.The Skypark shuttle bus service on the outer lane just outside the Subang Arrival Hall exit. Tickets can be purchased either at KL City Bus counter located at the Transport Facility Counter or on-board the bus.
ii.Budget Taxi or executive taxi available at the Transport Facility Counter.; For more information please visit www.subangskypark.com or www.klia.com.my.

What are the differences between KL International Airport (KLIA) & Subang Airport (SZB)? How do I know which one I should choose?: KLIA is the main international airport in Kuala Lumpur whereas Subang Airport is a city airport which offers quicker access to the KL city due to its close proximity to the city.

How do I make arrangements for special assistance?: You can contact Malaysia Airlines Call Centre to make the arrangements; acceptance of carriage is subject to operating carrier rules.

Can I book wheelchair service before my flight through Firefly?: Yes, you may contact our Call Centre or visit an Airport or City Ticketing Office to book wheelchair service at least twenty-four (24) hours before the scheduled flight departure time.

What happens if I miss my codeshare flight?: If your booking is a one-way travel, you may elect to rebook your existing journey or cancel the booking for a refund in credit account and subject to fare rules.; If you have a return flight on the same booking, you need to contact us to secure the return journey. Otherwise, your return journey may be cancelled.; Please be advised that some fares become non-changeable on the day of departure. If you miss your flight you will be required to purchase a new ticket. We encourage you to check-in on time for your flights.

Changing flight details, flight re-time or delay

How do I change my flight details?: Name and date changes may be allowed, depending on the fare rules of the purchased ticket. Unfortunately, no changes to the routes will be allowed. You can contact our call centre at +603-7845 4543, or visit a city ticketing office for enquiries. Such changes will incur a fee as well as differences in fare, if any.

What if my flight is delayed/ retimed/ rescheduled?: We may change, cancel, reschedule or delay any flight that we reasonably consider to be justified because of circumstances beyond our control, or for safety or commercial reasons. Firefly shall endeavour to contact you in advance to inform you of the change in flight schedule, so it is very important that you give us accurate contact details to ensure that you receive our notification.

Wheelchair assistance service

How do I inform Firefly that I require wheelchair assistance?: We advise passengers who require wheelchair assistance to contact our call centre at +603-7845 4543 at least 24 hours before the scheduled flight departure or walk-in to any city or airport ticket office to make prior arrangements; acceptance of carriage is subject to our General Conditions of Carriage.

What if I forget to notify Firefly that I need wheelchair assistance before my flight?: Firefly will do its best to meet the ad-hoc request for special or wheelchair assistance at the airport but this may take longer than usual or not be available due to constraints on resources. Additionally, the ad-hoc request for special or wheelchair assistance can only be granted if the passenger has, at point of purchasing ticket, declared that he or she has a medical or physical condition that needs special assistance. The ad-hoc request for special or wheelchair assistance can also be considered if at check-in, the passenger has a condition that requires it and there are available wheelchairs at that point in time.

Helping you manage sports equipment

What is sports equipment handling fee?: This refers to a nominal fee that Firefly charges for the carriage of water skiing equipment, scuba diving gear, bicycle and golf sets that weigh up to 20kg. These types of equipment are not considered part of a passenger’s checked-baggage allowance.

What if my golf set weighs more than 20kg?: Our usual excess-baggage fees will apply, as laid out in our fee schedule if it exceeds the baggage allowance purchased or offered.

Will other sports equipment incur charges?: Sports equipment other than scuba diving gear and golf sets are subject to excess-baggage fees, as laid out in our fee schedule.

Is there a limit on the carriage of sports equipment?: Sports equipment must not weigh more than 32kg – if a set of equipment weighs more than 32kg, it must be re-packed into two or more sets.

Can I get a refund on sports equipment handling fee if I don’t use it?: Firefly is unable to refund the sports equipment handling fee if it’s not utilised. Each passenger is entitled to one piece of sports equipment and passengers cannot pool their sports equipment allowance. Additionally, the fee cannot be transferred to another passenger.

Checked-baggage allowance

My baggage is too small to be checked in. Can I carry it with me onboard?: Only one piece of baggage may be hand-carried onboard provided that it does not exceed the dimensions of 56cm x 36cm x 23cm and does not weigh more than 7kg. The piece of hand-carry baggage must fit under the seat in front of you or in an enclosed storage compartment in the cabin or it will be checked-in as checked baggage. If overweight, over-sized and extra hand baggage is found at the boarding gate, it will be checked in and a fee imposed.; Items determined by us to be of excessive weight or size or of an offensive nature will not be permitted onboard. Firefly reserves the right to remove said item of excessive weight and size, and check into the baggage compartment.

Can I buy extra checked-baggage?: Yes. Extra checked-baggage rates must be booked and paid upon booking of flight. You can purchase through our Website; https://booking.fireflyz.com.my/RetrieveBooking.aspx call centre or airport ticketing offices up to two hours before scheduled flight departure.; Checked-baggage that weighs more than the purchased weight allowance will incur excess-baggage fees.

Is there a limit to the weight of each piece of baggage?: Regardless of which checked-baggage allowance category you purchase, each piece of checked baggage cannot exceed 32kg in weight. For example, if you buy a checked-baggage allowance of 35kg, you may have two pieces of checked baggage that add up to 35kg or even exceed 35kg, in which case excess-baggage fees will apply, but you may not check in one piece of checked baggage that is heavier than 32kg.

If I don’t use the entire checked-baggage allowance, can I get a refund?: No, we’re unable to offer a refund in this instance.

What if the actual baggage weight exceeds the weight category bought?: If actual weight exceeds the weight category bought, standard excess-baggage fees will be charged to the difference.

Can the checked-baggage allowance be transferred to another passenger?: No, checked-baggage allowance is not transferable.

Can I take perishable food or frozen seafood and meat on board the aircraft?

No, we do not accept perishable food or frozen seafood and meat as checked baggage. You may, however, carry them onboard as hand-carry baggage provided these conditions are met:

The perishable food or frozen seafood and meat are securely-packed (air- and water-tight) at the source.
The container is within the hand-baggage weight and size limitations: 56cm x 36cm x 23cm and does not weigh more than 7kg.
No more than 2.5kg of dry ice is used to pack the frozen food.

Can I take plants or flowers on board the plane?: No, we’re unable to accept any plant or plant product on international flights as checked-baggage or hand-carry baggage. This rule applies regardless of whether the plant is potted in soil, or has roots or seeds. For more information, please contact our call centre at +603-7845 4543 or a ticketing office

Buying Firefly flight throught Malaysia Airlines

Buying Firefly flights through Malaysia Airlines

Why is it that I can buy a Firefly flight through Malaysia Airlines’ website?: Firefly has a one-way code-share arrangement with Malaysia Airlines, our parent company, so Malaysia Airlines is able to market or sell seats on flights operated by Firefly Airline.

What is the minimum time required to make my connecting flights if I book them through Malaysia Airlines?: Minimum of ONE hour if the connections take place within Penang International Airport.; Minimum of FOUR hours if the connections involve both KL International Airport and Skypark Terminal, Subang.

Does Malaysia Airlines or Firefly provide shuttle transfers between KL International Airport in Sepang and Skypark Terminal in Subang?: No we do not; but taxis from KL International and Skypark Termimal in Subang are readily available and the taxis employ a coupon system. Just purchase a coupon at the Taxi Counter to pay a fixed sum determined by geographic zones. It takes approximately one hour to travel between KL International Airport to Skypark Terminal in Subang by taxi.; There is a minimum connection time of FOUR hours if the connections involve KL International Airport and Skypark Terminal, Subang.

Is there a baggage check-through facility accorded by the code-share arrangement?: Not at present; we’re working with Malaysia Airlines to make this possible. At present, passengers would need to collect their baggage and check them in again for the onward journey.

If I buy a Firefly seat through Malaysia Airlines, who do I call for customer service?: Please call Malaysia Airlines for assistance at 1-300-88-3000 (within Malaysia) or +603-7843 3000 (outside Malaysia) because the services you’re entitled to (such as flight date or time change, and flight delay handling) would be governed by Malaysia Airlines’ Fare Rules and General Conditions of Carriage.

Web Check-in

Who can use web check-in?: Any passenger travelling within Malaysia or between Malaysia and Singapore can enjoy web check-in except those travelling with infants, pregnant women or require special assistance. Passengers with reduced mobility and require special assistance, or are travelling with infants, pregnant women are required to check in at the check-in counters.

Where can I use web check-in?: Currently, for all Firefly flights within Malaysia, and to and from Singapore only.

What do I require to perform web check-in?: To check in online, you’ll need access to a computer, stable internet connection, a printer and A4 paper. Please have your Confirmation Number (you can obtain this from your Firefly Flight Itinerary or Reference number for Code Share fights), departure and arrival destinations at hand to retrieve your reservation to perform check-in. Boarding passes must be printed on A4 paper, a soft copy is not valid.

Must I check in all passengers in one reservation at the same time?: No, if the reservation has more than one passenger, a list of names will be displayed. Passenger can check in whomever they wish at the time. The other passengers can check in at a later time, up to 1 (ONE) hour before scheduled time of departure.

What is the maximum number of passengers I can check in each time?: The maximum number of passengers you can check in each time is 9 (nine).

What happens if the computer hangs or internet connection is lost during online check in?: If your web check-in is successful, you’ll be able to print your boarding pass; once your internet connection or computer is restored, attempt to RE-PRINT your boarding pass. If you’re unable to print it, perform the online check-in process again.

How early can I web check-in?: Firefly passengers can check in online at the earliest 7 days and at the latest 1 (ONE) hour before scheduled time of departure. Code share passengers can check-in online as early as 24 hours up to 1 (ONE) hour prior to the scheduled departure time.

After checking in online, when do I need to be at the airport?: All passengers with or without checked baggage:
Proceed to Flight Information Display System (FIDS) to check / verify your boarding gate number.; Passengers on domestic flights without checked baggage:
Proceed to the boarding gate with boarding pass and positive identification such as passport and MyKad at least 10 minutes before scheduled time of departure for document check. The boarding gate will close 10 minutes before scheduled time of departure, after which we would not accept passengers for boarding.; Passengers on domestic flights with checked baggage:
Proceed to check-in counters with boarding pass and positive identification such as passport and MyKad at least 30 minutes before scheduled time of departure to drop off baggage and document check.; Passengers on flights into Singapore:
Proceed to check-in counters with boarding pass and passport at least 30 minutes before scheduled time of departure to drop off baggage and perform document check.; Passengers on flights out of Singapore; Proceed to check-in counter at Seletar Airport(XSP) for document verification with passport and get a new boarding pass at least 30 minutes before scheduled time of departure and drop of baggage (if any). The counter will close 30 minutes before scheduled time of departure, after which we would not be able to perform document checks or accept checked baggage.

What if I’ve lost my boarding pass after I printed it?: Go to the Online Web Check-in link at www.fireflyz.com.my to RE-PRINT your boarding pass or proceed to check-in counter for assistance at least 30 minutes before scheduled time of departure.

What happens if there is a flight change after I’ve checked in?: All passengers are advised to check the Flight Information Display System (FIDS) as soon as they arrive at their departing terminal for the latest info on their flights such as boarding gate number and scheduled time of departure.; If there is a flight time change:
Retain your boarding pass, you don’t need to check in again. Proceed to document check or baggage drop off (if applicable); If there is a flight cancellation:
A Firefly staff will notify you via text message, email or telephone with new travel details, please proceed to check in again with your new travel details. If you could not be contacted with new travel details prior to your arrival at the airport, you can seek assistance at the check-in counter on day of departure.

Multi-currency

Can I pay with Visa, MasterCard or Amex for all currencies?
Yes, Visa, MasterCard and Amex are accepted for all currencies available on www.fireflyz.com.my. Maybank2U, CIMB Clicks, FPX Payment and Firefly’s Voucher can be accepted for MYR transaction only.
What are the available currencies?
Currencies available are MYR, USD, AUD, EUR, GBP, IDR, THB and SGD. Fares and charges are payable in the currency prescribed with our published fares unless otherwise specifically stated by us.
How to get the latest conversion rate?
Please be advised that the amount quoted may be an estimated amount. The amount charged to your credit card may differ due to the currency CROSS-BORDER transaction. Please refer with your respective issuing banks for currency conversion rate and cross border charges.
What currency will I be charged when making an online purchase?
You will be charged for the currency that you have selected during the time of booking.
Are there any additional charges for using an international credit card?
Some issuing bank may impose additional charges on all CROSS-BORDER transactions performed on Firefly’s website. CROSS-BORDER transactions are defined as transactions in which the counter of the cardholder bank differs from the country of the merchant. As per Visa and MasterCard rules and regulations, all issuing banks have to inform their cardholders if there are any such CROSS-BORDER charges. Kindly liaise with your respective issuing banks if you wish to seek more clarification.
I see local currency MYR in my itinerary. Why it is not being charged according to the currency that I have paid via Firefly's website?
All the transactions will be billed / charged according to our local currency in Malaysia. However, you will able to find the total amount in the currency that you paid during online purchase.
We may reschedule and/or cancel, divert, postponed or delay any flight where we reasonably consider to be justified by circumstances beyond our control or for reasons of safety or commercial reasons. In such an event, guest can either:
a. Catch the new available flight without additional charges; or
b. Retain the value of the fare in MYR for your future travel provided that you must re-book within the next 3 months through our Call Centre at +603 7845 4543 (8am to 7pm daily).
What are my refund options if I do not wish to fly after purchasing a flight or if I could not show up for flight?
Booking cannot be cancelled and the payment you made is not refundable once your booking is confirmed. However, you can get a refund on airport taxes. The airport tax refund may only be processed after the date of departure.
I made a booking and received the itinerary but the status says “Pending”. What should I do?
Please log in to “Manage My Booking” and check the status of your booking. If the status has changed to “Pending”, please contact your bank to check if any transaction has occurred. Please contact our Call Centre at +603 7845 4543 (8am to 7pm daily) if there is no payment transaction after checking with your bank.

Firefly Credit Account

What is Firefly Credit Account?
A credit account that retains the value of your fare for future travel in the event your flight is rescheduled due to commercial reasons.
Can I use my credit account for my family or friends?
Yes you may. If you want to use your credit account to book via online, you MUST make certain that you are also one of the passenger in the booking. Otherwise you will not be able to view credit account as an option for payment. If you are not one of the passengers, you may contact our Call Centre 603-7845 4543 for assistance.
How do I access my credit account?
To access your credit account, please login with your Firefly member ID via www.fireflyz.com.my and then click on “Credit Account” on the left column. If you are not a Firefly member, an ID will be created for you and you will be duty notified.
How do I utilize my credit account?
To utilize your credit account, please login with your Firefly member ID via www.fireflyz.com.my and then click on “Book a Flight” and proceed with your booking. At the payment details page, select “Credit Account” from the payment method tab to utilize the credit account.If the available credit account is less than the total amount of the new booking, you can pay the differences by other payment method such as Credit Card, Firefly Voucher or Direct Debit. In the event available credit account fund is more than the total amount of the new booking, it can be used for future booking(s) before the expiry date.
When can I utilize my credit account?
A credit account is valid for three (3) months from the date of creation, and if the balance or full amount is not utilized within the aforementioned months, the amount will then be forfeited. You may check your credit account fund expiry date and transaction history by clicking on “Account Summary” on the left column after login with your Firefly member ID via www.fireflyz.com.my. You will be directed to the following page.

Kampong Kravers Meal Booking Services

Kampong Kravers Meal Booking Service

How do I book my meal?: Passenger(s) would be able to book their meal(s) during the flight booking process on www.fireflyz.com.my. Passenger(s) would also be able to book their meal(s) AFTER they have purchased their flight through Firefly’s Manage My Booking section (https://booking.fireflyz.com.my/RetrieveBooking.aspx?culture=en-US).

Will I be able to purchase my meal through Firefly’s Call Center/Ticketing Office?: No. At the moment, booking(s) of meal(s) is/are only available on www.fireflyz.com.my or Firefly’s Manage My Booking. Efforts are being made to extend this to Firefly’s Call Center’s/Ticketing Offices in the near future.

Is this meal provided for FREE by Firefly?: No. The meal(s) is/are provided by Kampong Kravers (M) Sdn Bhd in collaboration with Firefly. Passenger(s) would be able to purchase their meal(s) through a selection of meal(s) option provided by Kampong Kravers (M) Sdn Bhd on www.fireflyz.com.my(during the flight booking(s) process or at Firefly’s Manage My Booking)

Is my meal served on board the aircraft?: No. Passenger(s) would need to collect their meal(s) purchased on www.fireflyz.com.my at Firefly’s partnered meal provider, Kampong Kravers (M) Sdn Bhd, which is located at Kampong Kravers, Skypark Subang in the departure hall.

Where can I collect my meal?: Passenger(s) would be able to collect their meal(s) purchased on www.fireflyz.com.my at Firefly’s partnered meal provider, Kampong Kravers (M) Sdn Bhd, which is located at Kampong Kravers, Skypark Subang in the departure hall.

Can I take my meal on board the Firefly aircraft?: Yes. As a collaboration strategy with Kampong Kravers (M) Sdn Bhd, passenger(s) who purchased their meal(s) through www.fireflyz.com.my would be able to take their purchased meal(s) on board the Firefly aircraft. Please note that all meal(s), including drink(s) is/are NOT allowed to be checked-in with passenger(s) baggage(s) and only permitted through hand carry. Having said that, meal(s) and drink(s) through hand carry would still need to undergo security screening by the airport security authorities during passenger(s) regular screening process.

Can I heat my food on the plane?: No. Passenger(s) will not be able to request for heating of their meals during the flight.

Does my meal come with cutleries and will this be an issue in regards to security if I were to take my meal on board the Firefly aircraft?: All meal(s) purchased by passenger(s) on www.fireflyz.com.my do come with plastic cutleries and passenger(s) would be able to take it on board the aircraft. Having said that, once again, meal(s) and drink(s) through hand carry would still need to undergo security screening by the airport security authorities during passenger(s) regular screening process

How soon can I book my meal?: Passenger(s) would be able to book their meal(s) on www.fireflyz.com.my any time before 24 hours of their flight departure date and time. This would include through Firefly’s Manage My Booking as well.

How many meals can I purchase online?: For each selection of meal(s) on www.fireflyz.com.my , passenger(s) would be allowed up to two (2) purchases per passenger.

How do I know my meal is booked/purchased and what documents do I need to have as proof of purchase for my meal?: At the bottom of the travel itinerary the meal(s) and amount purchased will be displayed. Passenger(s) would need to have their travel itinerary with them (soft or hard copy) to show the proof of purchase.

Will I be able to book my meal(s) from any departure airport destination(s) of Firefly?: At the moment, booking(s) of meal(s) on www.fireflyz.com.my is/are only available from Ex-Subang. Efforts are being made to extend this to all of our hubs in the near future.

Once I’ve booked my meal(s), can I make any changes?: Once meal(s) have been booked on www.fireflyz.com.my , passenger(s) won’t be able to make any further changes to their meal(s). However, additional meal(s) can be purchased through Firefly’s Manage My Booking 24 hours before passenger(s) departure date and time.

If I were to cancel my flight, would I be able to get a refund for my meal booking?: No. All meal(s) booking(s) made by passenger(s) on www.fireflyz.com.my are final. If Passenger(s) fail to travel on the flight booked, the booking for meal(s) will lapse and not be substitutable for other flights.

If Firefly cancel’s my flight and I don’t want the next option on a scheduled flight, can I request for a refund for my meal?: No. However, meal(s) purchased through www.fireflyz.com.my is/are valid for 24 hours from the date and time of departure and passenger(s) can collect their meals at Kampong Kravers (M) Sdn Bhd outlet at Subang Skypark terminal airport.

What happens if my flight is re-timed?: In the unlikely event that the passenger(s) flight is re-timed, meal(s) purchased through www.fireflyz.com.my is/are valid for 24 hours from the date and time of departure, and passenger(s) can collect their meals from Kampong Kraver (M) Sdn Bhd operation hours from 0800 to 1700 hours within 24 hours as mentioned.

If I have a question in regards to my meal, who do I contact?: All issues and inquiries pertaining to the meal(s) sold on www.fireflyz.com.my are the responsibility of our partnered online meal provider, Kampong Kravers (M) Sdn Bhd. Passenger(s) can contact them directly at fireflyonlinemeals@kampongkravers.com

If I would like to give my feedback on the food and services, who shall I contact?: We welcome all feedbacks in regards to the food and services. Passenger(s) may write to Firefly directly at web form.

Is Kampong Kravers (M) Sdn Bhd food Halal-certified by JAKIM?: Kampong Kravers (M) Sdn Bhd is Halal-certified by JAKIM. All food products used in preparation of the Meals, such as chicken and beef, are Halal-certified.

Are the food products served suitable for Muslim consumption in accordance with Shariah principles?: All food products served by Kampong Kravers (M) Sdn Bhd are halal and therefore they are suitable for Muslim consumption.

FPX Payment

What is FPX ?: FPX Services is a payment gateway that allows you to make real time online payments using your current or savings account. All you need is an Internet banking account with any of FPX participating banks.

What are the participating banks for FPX?

CIMB Bank (CIMB Click)
Hong Leong Bank
Maybank (Maybank2U)
Public Bank
RHB Bank

Are there any charges for payments via FPX?: At no cost.

What is the operating hour for FPX?: FPX service is available 24 hours daily. However, FPX service is also dependent on the participating banks’ Internet Banking service availability.

What is the maximum transaction limit?: General maximum amount is limited up to RM30,000 per transaction. However the limit is subject to your Internet banking transaction limit, whichever is lower.

Who do I call to enquire about my transaction status?: You required to contact the bank that you have made payment from to enquire your payment status. The bank will liaise with you in case of any dispute.

What reference should I use to identify my FPX transactions?: You can refer to the FPX Transaction ID found in your FPX browser.

How to use FPX?

You has to ensure the pop-up blocker is disabled.
Select FPX as your payment option at Firefly Website www.fireflyz.com.my
Select your preferred bank and you will be directed to the internet banking log-in page.
Once the transaction is successful, you will receive flight itinerary, separate notification from FPX and your bank.

SkyLounge Service

How do I book SkyLounge Service?: Passenger(s) would be able to book SkyLounge Service during the flight booking process on https://www.fireflyz.com.my

Is this SkyLounge Service provided for FREE by Firefly?: No. The service is provided by SkyLounge in collaboration with Firefly. Passenger(s) would be able to purchase the SkyLounge service through an option provided on https://www.fireflyz.com.my (during the flight booking(s) process or at Firefly’s manage My Booking)

How much do I have to pay for SkyLounge?: Passenger(s) will have to pay an amount of RM 30 for the usage of the lounge via https://www.fireflyz.com.my. For walk-in customers, you will be charge RM 70.

Will I still be able to book SkyLounge after I have purchased my flight?: Passenger(s) would also be able to book SkyLounge Service AFTER they have purchased their flight through Firefly’s call centre at 03 7845 4543 or Firefly’s Manage My Booking section.

When can I book the SkyLounge Service?: Passenger(s) would be able to book the SkyLounge on https://www.fireflyz.com.my any time before 2 hours of their flight departure date and time. This would include through Firefly’s Manage my booking as well.

How soon can I book the SkyLounge Service?: Passenger(s) would be able to book the SkyLounge on https://www.fireflyz.com.my any time before 2 hours of their flight departure date and time. This would include through Firefly’s Manage my booking as well.

How do I know if I have booked/purchased SkyLounge and what documents do I need to have as proof of purchase of my booking?: At the bottom of the travel itinerary, there will be a code displaying the SkyLounge and amount purchased. Passenger(s) would need to have their travel itinerary and boarding pass with them (soft or hard copy) to show the proof of purchase.

Once I have booked/purchased the SkyLounge service, can I make any changes?: Once your booking is confirmed it cannot be cancelled and is non-refundable. However, should you change your flight time and flight date, the booking of your SkyLounge will follow suit.

Once I have booked/purchased SkyLounge Service, how soon can I enter and use the SkyLounge service?: Once booking is confirmed, passenger(s) may enter the SkyLounge within 3 hours prior to the scheduled flight departure from or upon arrival at Subang Skypark terminal airport (“Subang Airport”) during operational hours which is from 6.00a.m. until 8.00p.m.

Where is the SkyLounge?: SkyLounge is located on the 1st Floor, above secret recipe at Subang Airport located near the main exit of the Airport where the Arrival and Departure Hall are situated.

Will I be able to book this SkyLounge service from any departure airport destination(s) of Firefly?: Yes. Booking is available for flights departing from or arriving to Subang Airport ONLY. The SkyLounge is available at Subang Airport ONLY.

Upon entering the SkyLounge, what will I need to bring as proof of purchase of my booking?: Passenger(s) would need to show the identification document (which includes MyKad, MyKid, passport or such other valid identification documentation), travel itinerary and boarding pass with them (soft copy or hard copy) for SkyLounge to verify the proof of purchase. Please be advised that SkyLounge reserves the right to refuse entry in the event that passenger does not have the required documentation as mentioned.

Does that mean I can re-enter the next day without additional costs as long as it is within 24 hours?: Yes. Passenger(s) may use the SkyLounge services without any further costs as long as the passenger re-enters within 24 hours, during operational hours, from the time of entry as clearly illustrated above.

What happens if my flight is re-timed?: No. In the unlikely event that the passenger(s) flight is re-scheduled exceeding the 24-hour period and if the passenger(s) has already entered the SkyLounge, then the passenger CANNOT re-enter the SkyLounge since the 24-hour period has lapsed.

If I were to cancel my flight, would I be able to get a refund for booking of the SkyLounge?: No. The booking made by passenger(s) on https://www.fireflyz.com.my is final. If Passenger(s) fail to travel on the flight booked, the booking of the lounge will lapse and not be substitutable for other flights.

If Firefly cancel's my flight and I don’t want the next option on a scheduled flight, can I request for a refund for my booking purchased?: Yes, in these circumstances, the Passenger(s) would be entitled for a refund. Passenger(s) is advised to email Firefly customer service at web form

Can SkyLounge still refuse my entry even if I have a valid booking and have all the required documentation as proof of purchase?: Yes. Unfortunately, SkyLounge is subject to occupancy capacity limitations. Entry to the SkyLounge shall be permitted on a “first come, first served” basis and if in the unlikely event the space allocated for admittance reaches full capacity, SkyLounge shall have the right to refuse passenger(s) entry.

If SkyLounge refuses my entry due to full occupancy capacity, what should I do?: In the unlikely event that the SkyLounge reaches its full occupancy capacity, passenger(s) is advised to return at a different time (i) within 3 hours from the scheduled flight departure; or (ii) within the same day of the time of arrival at Subang Airport.

If SkyLounge refuses my entry due to full occupancy capacity and I do not want to return at a different time, can I get a refund?: Yes. In the unlikely event that SkyLounge reaches its full occupancy capacity, passenger(s) may alternatively request for a refund. However, passenger(s) must inform SkyLounge that the passenger(s) is requesting for a refund. If not, passenger(s) is deemed to be recorded as “No-show” and no refund will be entertained.

If I would like to give my feedback on the food and services of SkyLounge, who shall I contact?: We welcome all feedbacks in regards to the food and services. Passenger(s) may write to Firefly directly at web form

If I have a question in regards to SkyLounge, who do I contact?: All issues and inquiries pertaining to SkyLounge sold on https://www.fireflyz.com.my are the responsibility of SkyLounge. Passenger(s) can contact them directly at N.Ravi , Lounge Operations Manager at 012-3534151 or ravi@naza.com.my.

FY e-wallet FAQ

What is FY e-wallet?: FY e-wallet is a prepaid deposit account that will be kept with Firefly and can be used anytime to purchase Firefly’s Flight tickets as well as any of Firefly’s add on products. This would also include all surcharges and taxes that is imposed by Firefly.

Why should I buy it?: FY e-wallet is a cashless convenience that allows you to purchase your tickets with Firefly anytime with not having to worry about unsuccessful transactions, for instance, when utilizing debit cards, credit cards and instalment.

Can I purchase any amount from Firefly?

Unfortunately, no. There are only 3 Categories, that’s available for purchase at the moment.

Category 1: RM 1,000.00
Category 2: RM 3,000.00
Category 3: RM 5,500.00
Category 4: RM 10,000.00

Where can I purchase FY e-wallet?: Just visit ewallet.fireflyz.com.my and follow the easy step – by - step process for registration and purchase of FY e-wallet. We would then send you an email acknowledgement of payment received through the specified email given during your registration for the account.

Where can I check my balance or amount spent?: We will provide you with an account that will have a log in ID and Password for you to access and check your balance whenever needed. When you log in, your account balance will be reflected in your “account summary” window displayed/shown at the right-hand corner of the page. Alternatively, you could also review your detailed summary of transactions together with your balance by clicking on the “Home” tab which is located on the left side of the page. Once again, you can access your account at ewallet.fireflyz.com.my

How safe is my money with Firefly?: Very safe! We are a PCI Standard Compliant company which means Firefly has complied with all standards comprehensive requirements for the handling of credit and debit card payments.

Once purchased, does my FY e-wallet have an expiry date?

Yes, it does. Your expiry date will be determined by the Category of amount that you have deposited with us. The following would be the expiry dates for the respective Categories:

Category 1: RM 1,000.00: 90 days from the date of purchase
Category 2: RM 3,000.00: 90 days from the date of purchase
Category 3: RM 5,500.00: 180 days from the date of purchase
Category 4: RM 10,000.00: 180 days from the date of purchase

Will I be able to extend the expiry date for my utilisation amount when it reaches its expiration?: Unfortunately, not at this moment. All deposited amount must be utilized before or by the respective given expiry dates based on the category purchased.

Will there be a notification sent to me when my FY e-wallet purchased nears expiration?: There will be no notifications sent when your FY e-wallet nears expiration. You would need to be aware of your own respective amounts and expiry dates on your account.

How can I purchase my flight tickets using my FY e-wallet?: In regards to purchasing your flight tickets using FY e-wallet, click on our FY e-wallet link on our website or visit ewallet.fireflyz.com.my. Select “FY e-wallet login” and key in your user name and password. Then, proceed with the regular process of booking your flight ticket(s) through until you reach the payment page. At the payment process page, select “Credit Account” and click “Continue”. The payment for your flight tickets will be deducted from your credit account via FY e-wallet. You would also be able to track your detailed summary of purchase (including taxes and fees) on the “Itinerary Summary” reflected at the upper right corner of the page.

Can I purchase my flight tickets via FY e-wallet through Firefly’s Call Centre, Airport Ticketing Office or City Ticketing Office?

Unfortunately, not at this point of time. Purchasing of flight tickets via FY e-wallet can only be made through ewallet.fireflyz.com.my. Having said that, there is an exception in which FY e-wallet is ONLY allowed to be used to purchase flight tickets during the following scenarios:

When Firefly’s online booking engine (ewallet.fireflyz.com.my) is facing technical difficulties and flight bookings cannot be made.
If there is a group booking (of more than 9 passengers) needed. In this scenario, please write to groups@fireflyz.com.my.

How can I Top Up my FY e-wallet?: Top Up of FY e-wallet can only be done via ewallet.fireflyz.com.my through your members account. Click on the “FY e-wallet Top Up” tab and select the Category amount that you would like to purchase and proceed with the payment your credit card/online banking/instalment payment.

When I Top Up, what happens to my utilisation expiry date for my new amount purchased?: When Topped Up, the new amount purchased would have a new expiry date from the day of purchase based on the allocated expiry dates for the Category amount that has been purchased. You would be able to check on your expiry date together with your detailed summary of transactions by clicking on the “Home” tab.

Can my FY e-wallet be used for flight changes?: Yes, you can use your FY e-wallet for flight changes but through Firefly website only.

Can my FY e-wallet be used to purchase Firefly Holiday Packages?: No. As of this time, your FY e-wallet can only be used to purchase Firefly’s Flight tickets as well as any of Firefly’s add on products. This would also include all surcharges and taxes that is imposed by Firefly.

Can my FY e-wallet be used to purchase Firefly Holiday Packages?: No. As of this time, your FY e-wallet can only be used to purchase Firefly’s Flight tickets as well as any of Firefly’s add on products. This would also include all surcharges and taxes that is imposed by Firefly.

Can I use the amount to purchase MH codeshare flights?: No, FY e-wallet is only available for Firefly flights purchased directly from Firefly.

During my flight booking(s), I noticed that I have insufficient funds to complete the purchase of my ticket, can I proceed with balance payment via credit card/debit card/E-Voucher?: During your flight booking(s), if you do encounter such situation of insufficient funds, yes, you would be able to do so using either your credit card/debit card/E-Voucher.

What can I do if I suspect that there is a fraudulent transaction on my E-Wallet?: If there is suspicion of fraudulent transaction and you would like to suspend your E-Wallet account, please contact Firefly’s customer care line immediately at:

Call Us

Or

Email Us: Web form. Please note that Firefly would take 3 business working days to respond via email.

If I cancel my flight, will I get a refund?: There will be no refunds in cases of flight cancellations of Firefly flight tickets purchased through your FY e-wallet account.

What if Firefly cancel’s my flight, will I get a refund?

If there is a cancellation of flight by Firefly and if you are not agreeable to the change of time or date of your flight, then, Firefly will refund you the amount into your FY e-wallet account. Please also note that the amount refunded:

Will be displayed in your FY e-wallet account as the exact amount refunded and, separated from your unutilized purchased amount.
Will have a new 3 months’ expiry date to it from the date your money is refunded.

What if I would like to withdraw my deposited amount in the near future before it’s expiry date? Will I be able to do that?: No. All Deposited amount in your FY e-wallet accounts must be utilised before the respective expiry dates. Unutilised amount will not and cannot be refunded.

Are there any restrictions for me when purchasing tickets for anyone else other than myself?: Yes. If you want purchase tickets for someone else other than yourself, you MUST make certain that you are also one of the passenger in the booking(s).

What would happen if there is a death to the FY e-wallet account holder?: If there is a death to the FY e-wallet account holder before the unutilized amount expiry date, the next of kin of the deceased shall within one (1) month notify Firefly’s customer care through email at web form together with the supporting documents of the death of the deceased and the relationship of the next of kin to the deceased.

What if I would like to add on additional items after I have booked my flight(s)? Can I use Manage Booking to purchase my additional items using my FY e-wallet?: If you would like to purchase additional items using FY e-wallet, you definitely can through Manage Booking. All you would need to do is to click on the FY e-wallet link located on our website or alternatively, go to ewallet.fireflyz.com.my. Then, Select “FY e-wallet login” at the FY e-wallet introduction page. Proceed to login using your user name and password and then select the Manage Booking” tab located on the left-hand corner of the page. You will come to your travel reservation page. Click “view”. Continue with the regular process of purchasing your additional items until you reach the payment page. At the payment process page, select “Credit Account” and click “Continue”. The payment for your additional items will be deducted from your credit account via FY e-wallet. Select “FY e-wallet login” and you will be directed to the login page

Enrich Points Accrual & Redemption on Firefly

ENRICH

1. How do I join Enrich? Is there an annual fee for Enrich?: Membership is free and open to individuals above the age of two years old. You may visit https://www.enrich.malaysiaairlines.com/EnrichWebsite/signup to enrol as a member.

2. What are my benefits as an Enrich member?: Enrich members can earn and redeem Enrich Points earned for air tickets, Enrich Hotel and non-air partner merchandise. This includes flights with Firefly and its codeshare.; With continuous travel on eligible flights, an Enrich Member may climb up the tier status ladder.

3. How do I earn Enrich Points?: Effective 1 July 2022, Enrich members will earn Enrich Points for completed eligible Flight journey on Firefly and codeshare flights only on Basic and Flex.

4. How do I collect Enrich Points for Firefly and Firefly code share flights?: Enrich Points will be awarded for bookings made directly with Firefly upon completion of the travel. All you need to do is key-in the 9 digit Enrich card number at time of booking or present your Enrich card or Enrich membership number when checking-in for your flight; Note: Enrich Points accrual is not applicable for Group, FY Holiday & Charter bookings.

5. If I forget to update my membership number upon purchase, can I still earn Enrich Points?: Yes, please update the Enrich membership number by using "Manage Booking" available on Firefly website or during check-in prior to your flight departure.

6. Can I earn Enrich Points for flights taken before I enrolled?: Flights taken before enrolment (backdate) do not earn Enrich Points. Members will only earn Enrich Points for flights flown after enrolment as an Enrich member.

7. What should I do if Enrich Miles are not credited to my account?: First, log in to the Enrich site https://www.enrich.malaysiaairlines.com/EnrichWebsite/index then fill in the relevant form under "Claim Missing Points" with supporting documents. Alternatively, you may submit the claim via your Enrich account online or you may call the Malaysia Airlines Contact Centre at 1 300 88 3000 (within Malaysia) and +603 7843 3000 (outside Malaysia). Be sure to retain your original travel documents (i.e. boarding pass and ticket stubs) as you will need this in order to complete the Missing Enrich Points Claim Form.

NEW FARE BASED ACCRUAL

8. What is The New Fare Based Accrual (FBA)?: Fare Based Accrual (FBA) is the new method of calculation to earn Enrich Points on eligible Firefly and codeshare flights, fares and carrier-imposed charges, available only for Fare Brand Basic and Flex.

9. What is carrier-imposed surcharges? Will I be entitled to Enrich Points on carrier-imposed surcharges?: Carrier-related imposed surcharges are categorized as Fuel Surcharge (YQ) + Administration Charge (YR). Earning of Enrich Points includes carrier-related imposed surcharges.

10. How do I benefit from The New Fare-Based Accrual?: The new Fare-Based Accrual provides better rewards and transparency on how many Enrich Points you will earn based on the fare paid per ticket and fare brand you purchased. The new Fare-Based also provides simplified calculation, removing complex rules to become a more effective programme for our members. We understand that every members have their preferences thus we upgrade to fulfil your travel needs.

11. Will The New Fare-Based Accrual apply to all Firefly flights?: The new Fare-Based Accrual will apply for travel on pure Firefly flights and Firefly* marketed/Malaysia Airlines operated (FY4000/FY7000 flight series) and MH* Marketed/FY operated (MH4000/MH5000 flight series).

12. Which Fare Brand is applicable for Points Earning?: Enrich members will earn Enrich Points on Firefly flights that are purchased under Fare Brand Basic and Flex only. Tickets purchased under Fare Brand Saver will not be eligible to earn Points.; Booking classes under Fare Brand Saver are as per listed below:

13. Can I earn Enrich Points for Firefly (FY) code share flights?: Yes, Enrich members are eligible for Enrich Points upon completing the journey on Firefly code share flight MH4000 & MH5000 series operated by Firefly.

14. Do I earn 100% Enrich Points based on the fare paid?: Effective 1 July 2022, Enrich members will earn Enrich Points according to a fixed accrual percentage for each eligible Fare Brand (Basic and Flex) and each tier status type, based on market fare paid plus carrier-related imposed surcharges.; Members will not earn Enrich Points for government/airport-imposed taxes and fees, including Fare Brand Saver.

15. Does base fare earning include discounts?: Base fare earning excludes discount vouchers or any promo codes used as part payment for the ticket. Member will not be eligible for Enrich Points for the discounted amount.

16. Will I earn Points on The new Fare-Based Accrual for Firefly codeshare flights with Malaysia Airlines?: Yes, members will earn Points on FBA for Firefly codeshare flights with Malaysia Airlines on MH4000/MH5000 flight series only.

17. Will I earn Enrich Points based on FBA if I take a flight on codeshare Firefly flight operated by Malaysia Airlines to connect another airline (eg. oneworld or partner airline flight) ?: FBA will not apply for a connecting flight with other airlines. Enrich members will earn Enrich Points based on distance in miles [Ticketed Point Mileage (TPM)] and cabin class travelled when connecting to oneworld or Partner Airlines

18. What are Elite Points?: Elite Points are used to track an Enrich Member's qualification towards Enrich Silver, Enrich Gold and Enrich Platinum Tier Status. Elite Points shall ONLY be earned on Malaysia Airlines, MASwings, Firefly and oneworld Airlines qualifying fares on Economy, Premium Economy, Business and Business Suite. Elite Points may not be used towards the redemption of Enrich Awards.

19. How do I ensure I earn Elite Points for my flights?: Member must quote their Enrich membership number when booking a flight and present the Enrich physical or digital card at time of check-in.

20. How are Elite Points calculated?: Elite Poinst will be calculated based on the flight distance between two points and cabin class of travel.

POINTS ACCRUAL

21. How do I calculate Enrich Points earned based on The New Fare-Based Accrual paid?: The base of Enrich Points is every Malaysia Ringgit MYR 1 earn 1 Enrich Points. Member will earn Enrich points based on fare-brand paid and Enrich Tier status according to the following multiplier.; For example, if an Enrich member flying from Subang to Penang for MYR100 on the base fare and upgrade to Plus for RM89.01 fare-brand and carrier-imposed surcharges, depending on member tier status upon flown, member will pay for RM189.01 and earn the following

22. Is there any difference to Enrich Bonus Points earned based on Enrich Tier Status?

The additional bonus points based on Enrich Tier Status is included in the multiplier as added benefits:

Enrich Tier	Enrich Point Earned	Bonus Point Earned	Total Earned
Blue	100%	50%	1.5 (150%)
Silver	100%	60%	1.6 (160%)
Gold	100%	100%	2.0 (200%)
Platinum	100%	220%	2.2 (220%)

The respective tier bonus Point is included in the accrual according to the respective tier status.

Eg. Enrich Blue Member (150%)

Actual Enrich Points earning based on base fare plus Fare Brand Extra upgrade and carrier-related charges:

Base fare (MYR150) + Fare Brand Extra upgrade (MYR139) x 100% = 289 Enrich Points
Bonus Points MYR289 x 50% = 145 Bonus Points
Total Enrich Points earned = 434 Enrich Points

Eg. Enrich Silver Member (160%)

Actual Enrich Points earning based on base fare plus Fare Brand Extra upgrade and carrier-related charges:

Base fare (MYR150) + Fare Brand Extra upgrade (MYR139) x 100% = 289 Enrich Points
Bonus Points MYR289 x 60% = 173 Bonus Points
Total Enrich Points earned = 462 Enrich Points

23. Will The New Fare-Based Accrual apply to oneworld members airlines flights?: The new upgraded fare-based accrual will not apply to flights on oneworld member airlines. Member travelling on oneworld member airlines will continue to earn Enrich Points based on based on distance (Ticketed Point Mileage-TPM) and class travelled. Please refer to the new accrual table that will take effect 01 July 2022.

24. I book a flight on Malaysia Airlines and connecting on a codeshare flight MH5000 (Firefly) or MH9000 (oneworld) in one ticket. Do I earn Enrich Points?: Members will be eligible for Enrich Points based on distance (Ticketed Point Mileage-TPM) and class travelled for a combination of a Malaysia Airlines and a codeshare flight MH5000 (Firefly) or MH9000 (oneworld), subject to fare class eligibility.

25. I book a flight on a codeshare flight MH5000 (non Firefly operated e.g., Royal Brunei) or MH4000 (Emirates or Turkish Airlines). Do I earn Enrich Points?: Members will be eligible for Enrich Points based on distance (Ticketed Point MileageTPM) and class travelled for MH4000 and all MH5000 (including other than Firefly) codeshare flights.

26. I book a flight on Malaysia Airlines and connecting on a codeshare flight MH5000 (Firefly) or MH9000 (oneworld) in one ticket. Do I earn Elite Points?: Members will be eligible for Elite Points based on zone and cabin travelled for a combination of a Malaysia Airlines and a codeshare flight MH5000 (Firefly) or MH9000 (oneworld).

27. Is there any difference between Enrich Points earned based on distance and cabin class travelled?: There is no difference on Enrich Points earned based on destination or class booked. That means if an Enrich member paid MYR1000 for an Economy Class ticket from Kuala Lumpur to Tokyo or paid MYR1000 for a Business Class from Kuala Lumpur to Singapore, the Enrich Points earned will be based on base fare plus carrier-related imposed surcharges times multiplier.

28. Will I earn Enrich Points for purchase of a ticket without completing the journey since I have paid the fare?: Enrich members will only earn Enrich Points upon completing the flight journey.

29. Do I earn Enrich Points if someone else paid for my booking?: Only the passenger, if an Enrich member, will be eligible to earn Enrich Points for a completed journey. Sponsors of tickets will not be eligible for Enrich Points accrual.

30. Will The New Fare-Based Accrual in Firefly be calculated based on any currencies?: The new upgraded fare-based accrual will be calculated based on Malaysia Ringgit (MYR) only.

31. What happens if I paid for my tickets in a currencty other than Malaysia Ringgit (MYR) for example in Australian Dollar (AUD), Great Britain (GBP) or Indian Rupee (INR)?: If a ticket is paid in a currency other than Malaysian Ringgit (MYR), the amount will be converted to MYR using an internal exchange rate based on the date of ticket issued. The converted MYR will determine the number of Enrich Points earned for your travel.

REDEMPTION

32. What about Award redemption tickets? Is there any change with this the The New Fare-Based Accrual?: There is no change to Award redemption. Enrich member may use Enrich Points to redeem award tickets, lifestyle vouchers or any other eligible services and products.

33. How do I redeem Enrich Points for Firefly flights?: Enrich Points can only be redeemed via the Online Enrich Redemption portal, https://enrich.fireflyz.com.my

34. How early can I book Firefly flights using my Enrich Points?: You may purchase a flight through Firefly Call Centre up to forty-eight (48) hours before scheduled time of departure. For Online Enrich Redemption, booking can be done up to one (1) hour prior to flight departure using member redemption portal at https://enrich.fireflyz.com.my

35. Can I redeem my Enrich Points on Codeshare Flights?: Enrich Points redemption is not applicable on codeshare flights, Group Travel tickets, complimentary tickets, ID90 (staff tickets), industrial discounted tickets, staff Duty Travel tickets, FY Holiday & Charter bookings.

36. Can I redeem my Enrich Points at Firefly Sales counters?: Enrich Points can only be redeemed via the Online Enrich Redemption portal, https://enrich.fireflyz.com.my

37. I want to redeem my Enrich Points for a Firefly flight but I do not have enough Enrich Points. Can I pay the remaining amount with cash/ credit card?: Enrich members must have the required number of Enrich Points to redeem a Firefly flight.; Enrich members may purchase Enrich Points to top up (please login to your Enrich account) to purchase the required points) or convert bank points to Enrich points to be able to redeem an Award ticket.

38. Can I redeem Enrich Points for any add-on services?: Enrich Points cannot be redeemed for any add-on services.

39. Can I change my flight dates and time through Firefly?: For Enrich Online Redemption, you can make changes through the Firefly website; https://enrich.fireflyz.com.my . You may change your flight up to two (2) hours prior to the schedule flight departure time. Changes may incur a Change Fee as well top up in Points as difference, if any.

40. Can I cancel my redemption?: Once redeemed, the ticket cannot be cancelled or refunded. Enrich Points redeemed are non-refundable.

41. If I missed the Firefly flight that I had redeemed, will my redeemed Enrich Points be credited back to my Enrich account?: Enrich Points that have been redeemed cannot be cancelled and are non-refundable. Hence, these Enrich Points that you have already used for redemption will be forfeited.

42. If Firefly cancels the flight that I have redeemed, will the Enrich Points be credited to my Enrich account?: Enrich Points that have been redeemed are non-refundable (will be forfeited) as you will be reallocated to the next available flight. You may opt for a refund if your flight is cancelled or delayed for more than 2 hours. However, the refund will be in the form of the amount paid for the Fees and Taxes as a “Credit Account” that will be credited to your Firefly account where, you may use within three (3) months from the date of issuance to book other Firefly flights.

43. What is Firefly Credit Account?: A credit account that retains the value of your fare for future travel in the event your flight is rescheduled due to commercial reasons.

44. Can I use my credit account for my family or friends?: Yes, you may use your credit account for family or friends. However, when booking a flight, you will need to be one of the passengers as otherwise you will not be able to view the credit account as an option for payment.; If you are not travelling and not among the passengers, you may contact Firefly Call Center at 6-03- 7845 4543 for assistance.

45. How do I access my credit account?: To access your account, please login with your Firefly ID via www.fireflyz.com.my and then click at ‘Credit Account’.; If you are not a Firefly member, an ID will be created and you till be notified accordingly.

46. How do I use my credit account?: To use your credit account, please login to your Firefly member ID via www.fireflyz.com.my and then click at ‘Book My Flight’. At the payment details page, select ‘Credit Account’, from the payment options tab to use the credit amount. For payment using FY e-wallet, the account holder must be one of the passengers. If you are not able to view the ‘Credit Account’ as an option for payment, please contact our Call Center at 6-03-7845 4543.

47. Where can I have more information with regards to Enrich?: Please visit Malaysia Airlines website at https://www.malaysiaairlines.com/hq/en/enrich.html or https://enrich.malaysiaairlines.com/enrich.html

SST (Sales & Services Tax)

SST (Sales and Services Tax)

What is Sales and Services Tax (SST)?: Sales and Service Tax are single stage taxes which applies to specified goods and services at the rate of either 0%, 5%, 6% or 10%

When will SST be implemented?: SST will be implemented with effect from 01st September 2018.

What is the rate of Service Tax (ST) for Firefly services?: The ST rate is fixed at 6% on all Domestic flight booking. All ancillary add-ons for Domestic flight booking are also subject to 6% SST.

Is ST charged for Airport Tax?: There will be NO ST on airport tax.

Is ST applicable when I redeem Enrich miles on Firefly Domestic flight?: Yes. ST will be applicable on the Fees and Surcharges of the booking.

I have purchased a Domestic flight before 01st September 2018, and I would like to add-on extra check-in baggage allowance and Firefly Express Meal after 01st September 2018, do I have to pay ST for the add-ons?: Yes, 6% ST will be applicable on the add-ons.

Should I change my Domestic flight after 01st September 2018, will this incur a 6% of ST?: Flight changes made to Malaysian domestic travel from 01st September 2018 will be charged 6% ST. If you are changing your flight date and/or time, the 6% ST will be charged on the change fee and fare difference. Please note that any additional add-on will also be applicable for 6% ST.

I have purchased an International flight before 01st September 2018, and I would like to add on extra check-in baggage allowance after 01st September 2018, do I have to pay ST for the add-ons?: No, ST is not applicable on International flight services.

Will I be able to print tax invoice from Firefly website for claim purposes?: No. Effective 1st September 2018, Firefly (ST Registration Number: W24-1808-32000045) will not be issuing a Tax Invoice to passengers as no input tax credits may be claimed. The flight itinerary will be the official invoice under the Service Tax regime.

Is Firefly a ‘SST‐registered’ company?: Service Tax registration number of Firefly is as follow:

Firefly Holiday

1. How do I know if my booking is confirmed?: Your booking is confirmed after full payment of the package price is received by us and a booking reference number is issued as stated in the booking confirmation email sent by us.

2. Can I cancel/refund/change my booking?: Please note that all packages are FINAL and CANNOT BE CANCELLED, REFUNDED, CHANGED, EXCHANGED OR TRANSFERRED to other individuals.

3. How can I make a special request?: You can make a special request by calling our call centre at +603 7845 4543 from 8.00am - 8.00pm and we will insert a note to your booking which will be sent to the hotel. These are subject to availability and at the discretion of the hotel. All special requests may subject to charges and cannot be guaranteed by Firefly Holiday.

4. Are the prices inclusive of taxes and surcharges?: Generally, all prices shown are inclusive of all taxes and surcharges. There may be exceptions where taxes will need to be paid locally upon check-in as required by local regulators and authorities.

5. How do I add-on extra baggage, wheelchair, seat selection, sport equipment and etc. on my booking?: Please contact our contact centre at +603 7845 4543 for assistance.

6. Can I book Firefly Holiday on codeshare flight?: Yes. Firefly Holiday booking is available for MH code share flights (FY4000 & FY7000 series) – operated by MH only.

7. Can I make my Firefly Holiday booking at Firefly Sales counters or Call Centre?: No. Firefly Holiday bookings can only be done through Firefly website.

8. How early can I book Firefly Holiday booking?: You can purchase a Firefly Holiday booking through Firefly website up to forty-eight (48) hours before flight departure.

9. How do I upgrade my hotel room?: Please contact our contact centre at +603 7845 4543 for assistance.

10. I did not receive my Firefly Holiday booking reference but the payment has already been deducted, who should I refer to?: Please contact our contact centre at +603 7845 4543 for assistance.

11. If there is a cancellation or delay for more than two (2) hours on Firefly flight, can I reschedule my trip?: Please contact our contact centre at +603 7845 4543 for assistance.

Flight Cancellation due to Medical Condition/Illness

Flight Cancellation due to Medical Condition/Illness.

Can I cancel my flight due to my medical condition/illness?: Yes you may. If you are unfit to travel due to serious illness or a medical condition, a refund will be offered in the form of a Credit Account for the unused portions of the flight booking. Cancellation Fee shall be imposed. Please submit a copy of the valid medical documents (unfit to travel during the travel period) to our Customer Care. The credit account is valid for 90 days from the date of creation, and if the balance or full amount is not utilized within the aforementioned months, the amount will then be forfeited.

Can I cancel my booking if it is due to the serious illness/medical condition of an immediate family member?: Yes. A refund will be offered in the form of a Credit Account for the unused portions of the flight booking. Cancellation Fee shall be imposed. Please submit a copy of the valid medical documents (unfit to travel during the travel period) to our Customer Care. The credit account is valid for 90 days from the date of creation, and if the balance or full amount is not utilized within the aforementioned months, the amount will then be forfeited.

Can I cancel my booking if I’m unable to fly on a scheduled flight booked due to the demise of an immediate family member?: A refund will be offered in the form of a Credit Account for the unused portions of the flight booking. Cancellation Fee shall be imposed. Please submit a copy of the death certificate to our Customer Care. The credit account is valid for 90 days from the date of creation, and if the balance or full amount is not utilized within the aforementioned months, the amount will then be forfeited.

If the deceased was supposed to fly, no cancellation fee shall be imposed on the deceased’s booking

Firefly considers the following family members as "immediate":
Spouse
Children
Parents
Brothers / Sisters
Grandparents

Maybank EzyPay

1. What is Maybank EzyPay?: Maybank EzyPay is an Instalment Plan for all new and existing Visa/ MasterCard/ American Express Credit Cards issued by Malayan Banking Berhad or Maybank Islamic Berhad. Customer can opt to pay via this instalment scheme 6 months. Firefly’s passengers who have Maybank EzyPay can now make payment for flight bookings as well as any of Firefly add on product via online and mobile web or via Manage booking section later.

2. What is the minimum amount for Maybank EzyPay?: Minimum amount in order to opt for instalment payment is RM500.

3. If a customer spends more than RM500 or RM1000, what is the instalment scheme available for Maybank EzyPay?: For spending between RM500 to RM999.99, customer can opt for installment scheme of 6 months, whereas for spending of RM1000 or more, 6-month or 12-month installment schemes are available.

4. Are there any charges for payments via Maybank EzyPay?: No.

5. What is the operating hour for Maybank EzyPay?: Maybank EzyPay service is available 24 hours daily. However, Maybank EzyPay service is also dependent on the internet banking service availability of the participating bank; Maybank Bank only.

6. Who does passenger call to enquire about his transaction status?: Passenger is required to contact Firefly for any inquiries about his transaction status.

Spoilage Fee

1. What is Spoilage Fee?: Any booking changes which result in a lower amount payable, the balance of your payment will not be refunded. This in accordance with clause 5.3.2 of Firefly General Conditions of Carriage https://www.fireflyz.com.my/flight/general-conditions-carriage/clause-5 . The balances of the payment will appear as SPL (Spoilage Fee) in your revised itinerary.

2. Can I request for refund?: No. Spoilage Fee (SPL) is not refundable.

3. If Firefly cancels my flight, can I get full refund of my booking including Spoilage Fee (SPL)?: Yes, you may request for full refund if your flight is cancelled or delayed more than two (2) hours.

4. Why there is Spoilage Fee (SPL) imposed in my booking when I change my seat?: When you change your flight, payment made for initial seat selection will be forfeited and will appear as Spoilage Fee (SPL) in your itinerary. You will need to pay again for new seat selection.

The Lounge

How do I book The Lounge?

Passenger(s) would be able to book The Lounge Service during the flight booking process on https://www.fireflyz.com.my

Is this The Lounge Service provided for FREE by Firefly?

No. The service is provided by The Lounge in collaboration with Firefly. Passenger(s) would be able to purchase the The Lounge service through an option provided on https://www.fireflyz.com.my (during the flight booking(s) process or at Firefly’s manage My Booking)

How much do I have to pay for The Lounge?

Passenger(s) will have to pay an amount of RM 50 for the usage of the lounge via https://www.fireflyz.com.my. For walk-in customers, you will be charged RM 60.

Will I still be able to book The Lounge after I have purchased my flight?

Passenger(s) would also be able to book The Lounge Service AFTER they have purchased their flight through Firefly’s call centre at 03 7845 4543 or Firefly’s Manage My Booking section.

When can I book the The Lounge Service?

Passenger(s) would be able to book the The Lounge on https://www.fireflyz.com.my any time before 2 hours of their flight departure date and time. This would include through Firefly’s Manage my booking as well.

How soon can I book the The Lounge Service?

How do I know if I have booked/purchased The Lounge and what documents do I need to have as proof of purchase of my booking?

At the bottom of the travel itinerary, there will be a code displaying the The Lounge and amount purchased. Passenger(s) would need to have their travel itinerary and boarding pass with them (soft or hard copy) to show the proof of purchase.

Once I have booked/purchased the The Lounge service, can I make any changes?

Once your booking is confirmed it cannot be cancelled and is non-refundable. However, should you change your flight time and flight date, the booking of your The Lounge will follow suit.

Once I have booked/purchased The Lounge Service, how soon can I enter and use the The Lounge service?

Once booking is confirmed, passenger(s) may enter the The Lounge within 3 hours prior to the scheduled flight departure from or upon arrival at Subang Skypark terminal airport (“Subang Airport”) during operational hours which is from 6.00a.m. until 9:00p.m.

Where is the The Lounge?

The Lounge is located airside, next to Gate 6 on the Domestic Side.

Will I be able to book this The Lounge service from any departure airport destination(s) of Firefly?

Yes. Booking is available for flights departing from Subang Airport ONLY. The Lounge is only available at Subang Airport and for DOMESTIC passengers only.

Upon entering the The Lounge, what will I need to bring as proof of purchase of my booking?

Passenger(s) would need to show the identification document (which includes MyKad, MyKid, passport or such other valid identification documentation), travel itinerary and boarding pass with them (soft copy or hard copy) for The Lounge to verify the proof of purchase. Please be advised that The Lounge reserves the right to refuse entry in the event that passenger does not have the required documentation as mentioned.

Does that mean I can re-enter the next day without additional costs as long as it is within 24 hours?

No, your Lounge Ticket is a single entry pass which will be invalid after you have taken your flight after your stay at the lounge.

What happens if my flight is re-timed?

If your flight is retimed to a few hours later, your lounge pass is still valid.

If I were to cancel my flight, would I be able to get a refund for booking of the The Lounge?

No. The booking made by passenger(s) on https://www.fireflyz.com.my is final. If Passenger(s) fail to travel on the flight booked, the booking of the lounge will lapse and not be substitutable for other flights.

If Firefly cancel's my flight and I don’t want the next option on a scheduled flight, can I request for a refund for my booking purchased?

Yes, in these circumstances, the Passenger(s) would be entitled for a refund. Passenger(s) is advised to email Firefly customer service at customer_care@fireflyz.com.my

Can The Lounge still refuse my entry even if I have a valid booking and have all the required documentation as proof of purchase?

Yes. Unfortunately, The Lounge is subject to occupancy capacity limitations. Entry to the The Lounge shall be permitted on a “first come, first served” basis and if in the unlikely event the space allocated for admittance reaches full capacity, The Lounge shall have the right to refuse passenger(s) entry.

If The Lounge refuses my entry due to full occupancy capacity, what should I do?

In the unlikely event that the The Lounge reaches its full occupancy capacity, passenger(s) is advised to return at a different time (i) within one and half hour from the scheduled flight departure; or (ii) request for a refund through customer_care@fireflyz.com.my

If The Lounge refuses my entry due to full occupancy capacity and I do not want to return at a different time, can I get a refund?

Yes. In the unlikely event that The Lounge reaches its full occupancy capacity, passenger(s) may alternatively request for a refund. However, passenger(s) must inform The Lounge that the passenger(s) is requesting for a refund. If not, passenger(s) is deemed to be recorded as “No-show” and no refund will be entertained.

If I would like to give my feedback on the food and services of The Lounge, who shall I contact?

We welcome all feedback in regards to the food and services. Passenger(s) may write to Firefly directly at customer_care@fireflyz.com.my

If I have a question in regards to The Lounge, who do I contact?

All issues and inquiries pertaining to The Lounge sold on https://www.fireflyz.com.my are the responsibility of The Lounge. Passenger(s) can contact them directly at 03 – 7846 2380.

Maybank QRPay

1. What is Maybank QRPay?: Maybank QRPay is a cashless payment solution that enables customers to make payments to merchants using a unique two-dimensional quick-response (QR) code. This service is available on the Maybank app. Firefly’s passengers who have Maybank QRPay can now make payment for flight bookings as well as any of Firefly add on product via online and mobile web or via Manage booking section later.

2. Who can use Maybank QRPay?: All new and existing Maybank2u customers with the Maybank app on their smartphones are able to use QRPay services.

3. What is the maximum amount for Maybank QRPay?: The daily limit on Maybank2U for QR pay is RM250. The customers need to set the default value higher if they want to purchase Firefly flight ticket higher than RM250. Maximum daily transaction limit for QRPay is RM1,000.

4. Are there any charges for payments via Maybank QRPay?: There are no charges for customers for using QRPay services for local transactions.

5. What is the operating hour for Maybank QRPay?: Maybank QRPay service is available 24 hours daily. However, Maybank QRPay service is also dependent on the internet banking service availability of the participating bank; Maybank Bank only.

6. Who does passenger call to enquire about his transaction status?: Passenger is required to contact Firefly for any inquiries about his transaction status.

Third Party Booking

1. If I purchase a Firefly flight ticket through a third party (e.g. Traveloka, Air Asia Apps, Airpaz, travel agent, etc) , can I amend /change the booking?: All bookings under third party needs to be referred to a third party, regardless cancellation / flight changes / passenger’s name amendment.

2.I am unable to view/ find my booking through Manage My Booking, but I want to purchase check in baggage and assign my seat. How can I do so?: You may purchase the check in baggage allowance and assign your seat by contacting our call centre at 603-78454543 (not less than 2 hours prior to departure). Alternatively, you may also do so during web check in.

3.I understand that I could not use the ‘Manage My Booking’ service on the website since the booking was not made directly through FY, can I still use the web check in service?: Yes, passenger may use our web check in service 7 days prior to the flight departure. Kindly check the route and passenger eligibility through https://booking.fireflyz.com.my/WebCheckIn.aspx . Please enter the airlines booking number (6 alphanumerical characters) to proceed check in.

Firearm Handling

Effective 16th May 2023, Firefly will implement a Service Charge to passengers for the carriage of firearms on flights operated by the Boeing 737 aircraft. Carriage of firearms on flights operated by the ATR72-500 aircraft is not allowed.

The carriage of weapons, explosives or any other high-risk items in the cabin compartment of a Firefly Airlines’ aircraft is strictly prohibited in accordance with Regulation 130-135 of Malaysian Civil Aviation Regulations (MCAR) 2016, Part XIII-Regulations under the subject of “Carriage of munitions of war and dangerous goods” and the National Civil Aviation Security Programme (NCASP) Malaysia. Such consignments shall be secured and placed in the aircraft’s hold or other areas inaccessible to the passengers.

Passengers intending to carry Firearms along with them must declare their intention to the check-in counter staff and the service charge payment is to be made at the Ticketing counter.

A Service Fee of RM200 per risk item handling (excluding GST), will be levied. The applicable 6% GST is required to be collected at payment.

This is service is only available to passengers travelling within Malaysia. Carriage of firearms on international flights is prohibited.

The Service Charge is applicable for each journey, eg a passenger travelling from Penang to Sandakan with a transit in Kota Kinabalu will only pay MYR200 (excluding GST). The Service Charge will not be applicable to passengers whose journey begins on Firefly Airlines and has and immediate onward flight connection (within 24 hours from the time of arrival at the transit airport) to a domestic destination on Firefly Airlines.

Malaysian government officials travelling on official duty travel are exempted from the above Service Charge. A copy of the Passenger Itinerary Receipt (PIR) or Malaysian Government Identification Card (issued by relevant Ministry/government agencies) is required to be produced to confirm the status of their travel. As for Malaysian Member of Parliament, they may also produce their MP ID for the exemption.

A. HANDLING PROCESS

1. When and how should the passenger inform Firefly Airlines that they intend to carry firearms with them on the flight?	The passenger must notify Firefly Airlines’ staff at the Check-in counter during check-in. Subsequently, the passenger will need to make the necessary service charge payment, and receive the receipt as a proof of payment to present to MAHB/SATSSB Security personnel. Failing to do so, MAHB Security personnel will direct the passenger to make the service charge payment at the Firefly Ticketing counter prior to their acceptance of the firearms.
2. What is the handling process?	The passenger must declare their intention to carry firearms to MAHB/SATSSB Security personnel at the security checkpoint and produce the receipt of payment of the service charge via MCO/EMD. The firearm will then be surrendered to MAHB/SATSSB Security personnel, whereby the firearm shall be kept in a properly sealed bag affixed with a Lethal Weapon / Firearm tag sticker, which will be issued in triplicate. One copy of the Lethal Weapon / Firearm Tag shall be given to the passenger. The firearm is then brought over by the MAHB/SATSSB Security personnel from the departure terminal to the airside where it will later be handed to MAB Security officer. The firearm is then loaded in the aircraft's Security Diplomatic Locker or Security Lockers in Service Containers, under lock and key by the MAB Security officer. Destination/Transit stations shall be notified by telex/email of the impending Security Risk Items. In Malaysia, the telex/email will be sent by MAB Security staff at the stations. Security Risk items shall be offloaded from the aircraft by MAB Security officer and subsequently handed to MAHB/SATSSB Security personnel. MAHB/SATSSB Security personnel (or local airport authorities at oversea stations) will return the firearm to the owner/passenger at the Arrival Hall of the airport of destination. Prior verification of its owner will be made against the copy of the Lethal Weapon / Firearm Tag produced by the owner/passenger before the item is being released.
3. Where will the firearm be stored on the aircraft?	The Firearm shall be stored in the aircraft's Security Diplomatic Locker or Security Lockers in Service Containers under lock and key. The area is secured and not accessible by passengers.
4. Where do passengers claim for their firearms upon arrival at the destination?	The firearm shall be returned to the passenger at the Arrival Hall of the airport of the destination upon the owner producing a copy of the Lethal Weapon / Firearm Tag to MAHB/SATSSB Security personnel. Release of the risk item shall be subjected to Local Customs/Police requirements and regulations. The passenger shall be reminded to check with a Firefly Airlines representative or it’s Ground Handling Agent upon arrival at the airport arrival hall. It is the responsibility of MAHB /SATSSB Security to ensure that the Risk Item / Firearm is returned to the passenger within fifteen (15-20 minutes) upon Actual Time of Arrival (ATA).
5. What will happen to firearms which are not collected upon arrival at the airport of destination?	All firearms not collected by passengers within 24 hours from arrival will be deposited by MAHB/SATSSB Security at the nearest police station for safekeeping. A copy of the receipt of acknowledgement from the police station shall be obtained and notified to the MAB Airport Services/Duty Manager/Station Manager and/or MAB Security Duty Officer/ Team Lead at stations. In the case for KLIA, the MAB Security Duty Executive/Senior Security Executive shall be informed.

B. ACCEPTANCE OF FIREARMS

1. Is there a cut-off period for acceptance of the firearm?	A cut-off period of 1 hour prior to the Scheduled Time of Departure (STD) is applied for the acceptance on Firearms. Passenger failing to adhere to the minimum period of acceptance of the firearms, MAB does not guarantee that the item will be uplifted on the same flight that they are travelling due to time limitations. The item will be carried on the next available flight.
2. How should I pack my firearms in a way that is accepted to be carried on board?	The firearms must be surrendered with the ammunition unloaded or separated from the firearm. Each passenger is only allowed to carry up to 5kg of ammunition. Such item will be carried subjected it is loaded in the Security Diplomatic Locker or Service Containers under lock and key.
3. Are passengers allowed to place firearms in their cabin baggage?	It is strictly prohibited to do so. All firearms must be surrendered to MAHB/SATSSB Security and loaded into the aircraft's Security Diplomatic Locker or Security Lockers in Service Containers, under lock and key and stored in the cargo hold.
4. Who will be responsible to handle the firearms at the transit station?	MAB Security will off-load the firearms and handover to MAHB/SATSSB Security for safe keeping.

C. GUIDELINES AND RESTRICTIONS

1. What types of firearms are permitted to be carried as Risk Item on Firefly Airlines flights?	Below are the list of firearms which may be carried and stored in the Security Diplomatic Locker on Firefly Airlines’ flights: Revolver/Pistol Rifle Shotgun Air-gun/Air-pistol Spear-gun Starting gun Industrial gun Sporting weapon (SPW) Hand-cuff (Restraint equipment) Ceremonial sword In addition to the above, carriage of ammunition must be securely packaged in quantities not exceeding 5 kg gross weight per passenger, belonging to lawful authority.
2. How many pieces of Firearms / Ammunition are allowed, per passenger?	Only 2 units of firearms are permitted for each passenger either for personal use and/or official duty. As for the ammunition, it is restricted to a maximum of 5kg gross per passenger, regardless of the number of firearms checked-in.
3. If more than 5kg of ammunitions is carried, will MAHB/SATSSB Security reject the request or is there any other procedures to be applied?	The maximum weight of ammunition allowed to be carried, per passenger must not exceed 5kg, per person. MAHB/SATSSB Security are aware of this policy and will reject to handle the risk item.
4. Is the 5kg part of the 30kg?	The weight is not part of the baggage allowance accorded on the class of travel. The 5kg is specifically for ammunitions specially packed according to IATA/MAB requirement.

D. LIST OF DEFINITIONS

Terms	Definitions
Ammunition	Ammunition (including blank ammunition) for any arm as hereinafter defined, and includes grenades, bombs and other like missiles, whether capable of use with arms or not, and any ammunition containing, or designed or adapted to contain, any noxious liquid, gas or other thing.
Arm	Any lethal barrelled weapon of any description from which any shot, bullet or other missile can be discharged, or which can be adapted for the discharge of any such shot, bullet or other missile, and any weapon of whatever description designed or adapted or which can be adapted for the discharge of any noxious liquid, gas or other thing, and includes an air gun, air pistol, automatic gun, and any accessory to those weapons designed or adapted to diminish the noise or flash caused by firing the weapon.

* Malaysia. 1960 ‘Legal Definitions.’ Laws of Malaysia, Act 206, Arms Act 1960

E. FOR MORE INFORMATION

For Employees, please contact:

Security Command & Control Centre Tel: 03-87779555 / 03 87833091
Aircraft Security Duty Officer- Tel: 03-87760886

For Customers or External Parties, please contact:

Firefly Airlines’ Contact Centre at 03-7845 4543 (8am-7pm daily)
Firefly Airlines Check-In or Ticketing counters

Booking Class	Sectors	Baggage Allowance
Economy Class	Domestic	20kg
Economy Class	International	30kg
Business Class	Domestic	40kg
Business Class	International	40kg

Enrich Status	Blue	Silver	Gold	Platinum
	MYR100	MYR100	MYR100	MYR100
Enrich Points	x 1.5 =	x 1.6 =	x 2.0 =	x 2.2 =
	150	160	200	220

Company Name	ST Registration Number
FlyFirefly Sdn Bhd 199501017403(346606-K)	W24-1808-32000045

Fare Brands	Tier & Points
	Blue	Silver	Gold	Platinum
	1.5	1.6	2.0	2.2
Saver
Basic
Flex

FAQ

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