REFUSAL AND LIMITATION OF CARRIAGE

7.1 RIGHT TO REFUSE CARRIAGE

We reserve the right to refuse carriage of you or your baggage or remove you or your baggage from the aircraft if, in the exercise of our reasonable discretion, we determine that:

1. If carrying you would be contrary to government laws, regulations or orders, or if the immigration authority for the country you are travelling to, or for a country in which you have a stopover, has told us (either orally or in writing) that it has decided not to allow you to enter that country, even if you have, or appear to have, valid travel documents.
2. If you do not meet the visa requirements.
3. If carrying you or your Baggage may put the safety of the aircraft or the safety or health of any person in the aircraft in danger.
4. If carrying you or your Baggage may affect the comfort of any person in the aircraft.
5. If you are drunk or under the influence of drink or drugs.
6. If your mental or physical state is a danger or risk to you, the aircraft or any person in it.
7. If you have not obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security.
8. If you refuse to submit to a security and/or health inspection to be carried out on you or your Baggage.
9. If you fail to meet the requirements of the security and/or health inspection set and carried out by governmental authorities, airport officials, 3rd party health providers or by us.
10. If the applicable fare or any charges or taxes payable have not been paid, or credit arrangements agreed between us and yourself (or the person paying for the Ticket) has not been complied with.
11. If you do not appear to have proper documents for your journey.
12. If you are not properly or are objectionably attired.
13. If you have used threatening, abusive or insulting words towards our ground staff or another passenger or a member of the crew of the aircraft.
14. If you have behaved in a threatening, abusive, insulting or disorderly way towards a member of our ground staff or a member of the crew of the aircraft.
15. If you have deliberately interfered with a member of the crew of the aircraft carrying out their duties.
16. If you have put the safety of either the aircraft or any person in it in danger.
17. If you have made a hoax bomb or other security threat.
18. If you have committed a criminal offence during the check-in or boarding processes or on board the aircraft.
19. If you have not presented a valid ticket.
20. If you destroy your travel documents during flight.
21. If you refuse to surrender travel documents to us for examination or photocopying or to be held by the flight crew, against receipt, upon our request.
22. If the travel documents you present:
    1. are not valid or are unlawfully acquired;
    2. was not purchased from us or our Authorised Agents;
    3. was not issued by us or our Authorised Agents;
    4. has been reported as being lost or stolen;
    5. is a counterfeit ticket; or
23. If you cannot prove that you are the person named on the Ticket.
24. If the name on the Ticket and the name on your identification documents are different..
25. If you have failed to complete the check-in process by the check-in deadline.
26. If you have failed to arrive at the boarding gate on time.
27. If you have behaved in any way mentioned above on or in connection with a previous flight and we reasonably believe that you may repeat this behaviour.
28. Any other behaviour, conduct, omission and action by you that, in our reasonable discretion, affects the health, safety and security of other passengers, our crew and the Flight Operations.

7.2 UNACCOMPANIED MINORS

7.2.1 Children from the age of 5 years and above but who are less than 12 years old traveling alone are considered as Unaccompanied Minors.

7.2.2 We will not carry Unaccompanied Minors unless prior arrangements have been made with us in accordance with our Regulations and subject to handling fee (where applicable).

7.3 SPECIAL ASSISTANCE

7.3.1 If you are a Passenger with a disability and you require any special assistance, you should inform us at the time of booking of your special need. We may, in our reasonable discretion, provide special assistance to passengers with disability and provide carriage to passengers with illness or a medical condition, subject to us first agreeing to provide such special assistance and carriage.

7.3.2 Passengers with illness or a medical condition must advise us of any special requirements and are required to produce a medical certificate at check-in confirming that they are fit to travel by flight. For safety of other passengers, we reserve the right to deny carriage of passengers suffering from infectious, contagious or chronic diseases.

7.3.3 Passengers requiring special assistance and passengers with illnesses or a medical condition must contact our call centre at least 48 hours before the scheduled flight departure to make prior arrangements with us for the type of special assistance required. Failure to notify us of your requirements may result in the service being unavailable on arrival at the airport and being denied carriage. If you do not inform us at the time of booking of your special needs, we will nevertheless use reasonable efforts to accommodate your special needs, subject to availability of the services during the flight and applicable charges, if any.

7.3.4 Notwithstanding anything to the contrary, we may deny carriage if after having been advised of the Passenger’s illness or condition and having agreed to provide carriage, it is in our reasonable discretion that we determine that the Passenger’s illness or condition has been misrepresented to us (whether in good faith or otherwise) and/or is worse than previously informed.

7.3.5 Passenger requiring special assistance must travel with an able-bodied person (family or friend) whom can accompany and assist in cases where the passenger is not self-reliant and may pose a risk to his/her own safety and health. Passenger must be able to sit upright and aligned without distracting of others movement. Where passenger is travelling with an accompanying passenger, we will do our best to ensure the accompanying passenger is seated next to the passenger.

7.3.6 We may charge a fee for providing any of the above-mentioned special assistance requirements.

Please refer to our Fees Schedule at our website www.fireflyz.com.my for the prevailing amount payable.

7.3.7 In addition to any of the provisions set out herein in connection to a Passenger with a disability, our obligations and your rights as a Passenger with a disability are provided for in the Code and the Schedule thereof where applicable.

7.4 PREGNANT PASSENGERS

7.4.1 Firefly will carry normal pregnancy passengers for both domestic and international destinations subject to the following:

1. Pregnancy of 36 weeks and below - You are required to declare your pregnancy and to complete and sign a Release and Indemnity Form.
2. Pregnancy of above 36 weeks – You will not be accepted for flight.

7.4.2 Pregnant Passengers are deemed to be aware of the above article when booking their flights, and, to accurately declare their pregnancy at the Check-in counter when checking in for flight.

7.5 INFANTS LESS THAN 8 DAYS OLD

7.5.1 We reserve the right not to carry infants less than eight (8) days old. We may in our absolute discretion decide to carry such infants on our flights when such carriage is expressly sanctioned in writing by a medical practitioner and when the parent/s of the infant signs a limited liability statement.

7.6 CARRIAGE OF PETS/ANIMALS

7.6.1 Pets or animals of any kind will not be accepted on our flights.

Version 2.4 (01 March 2022)