Upon ticket reservation

To ensure that your needs are met with utmost care, it is important that you inform our Reservations staff of your disability or that of your charge’s at the time of booking so that we can help you make all the necessary arrangements.
To reserve flight tickets through our staff, please call 1 300 88 3000; +603 7843 3000 if you are overseas.

Passengers with disabilities

Passengers with disabilities who present their OKU (Orang Kurang Upaya) identification cards upon ticket reservation enjoy a special rebate on flights within Malaysia (except for flights on MASwings and promotional fares).

Passengers with reduced mobility

Malaysia Airlines remains committed in providing quality facilities and services to our valued passengers including passengers with reduced mobility who require wheelchair services and other types of assistance.

To ensure safe, convenient, orderly and timely embarkation of our passengers with reduced mobility, we have enhanced our current operational procedures and policies on wheelchair requests as follows;

• Effective 31 March 2018, wheelchair requests must be made through our Global Customer Contact Centre and/or Ticket Office and/or Malaysia Airlines’ appointed travel agents, at least 48 hours prior to departure.
• Some passengers with mobility impairments may require medical clearance before flying. For more information, please contact our Global Customer Contact Centre at 1 300 88 3000 if you are within Malaysia or +603 7843 3000 if you are overseas.

Visit our Terms & Condition for more information

Stretcher Services

Malaysia Airlines offers stretcher services within Malaysia and on international routes to passengers who must travel in a reclined position, because of a medical condition or injury. These passengers can be accommodated with stretcher services only in the economy class cabin.

(Effective 1 September 2018)

Before making a stretcher service booking, please do the following:

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

The MEDA Desk team will contact you to quote the applicable stretcher fare, confirm whether you can be accepted for travel and book your tickets.

Acceptance of passengers on stretchers is subject to flight and stretcher availability, as well as approval from Malaysia Airlines’ medical services. A passenger who travels with a stretcher must be accompanied by a medical escort unless exemption has been obtained from Malaysia Airlines’ medical services.

Passengers on stretchers will have to make their own arrangements for ambulance transfers, at both the departing and arrival airport and for any medical equipment required for use on board. Authorization from Malaysia Airlines’ technical services is required for use of any medical equipment onboard.

Malaysia Airlines’ MEDA Desk is open from 8.30 a.m. to 5.30 p.m. Monday to Friday (closed on Saturday, Sunday and Malaysia Public Holidays) 

Unfit for air travel

The following conditions are usually considered unacceptable for air travel:

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

Assistance for incapacitated passengers

Incapacitated passengers are those who, because of their medical, physical or mental condition require individual attention which is not normally provided to other passengers. This attention may be required on embarking, disembarking, in-flight, in an emergency evacuation and/or during ground handling.

Some incapacitated passengers may have permanent but stable disabilities, e.g. arthritis, deafness, blindness, or paralysis of all or part of the body. Others may have temporary disabilities such as recent surgery, broken limbs, or recent illness which requires them to be on a stretcher or wheelchair.

Not all incapacitated passengers require medical clearance before being accepted for travel. However, passengers with the following incapacities and/or disabilities must be subject to medical clearance by our Medical Services Department before being accepted for travel:

• Those suffering from any disease believed to be actively contagious and communicable.
• Those who, because of certain diseases or incapacitations, may have or may develop unusual behaviours or physical conditions which could have an adverse effect on the welfare and comfort of other passengers and/or crew members.
• Those who can be considered to be a potential hazard to the safety or punctuality of the flight including possible diversion and unscheduled landing.
• Those who would require medical attention and/or special equipment to maintain their health during the flight.
• Those who may have their medical condition aggravated during or because of the flight.

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

Carriage of infant incubator

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

(Effective 31 May 2019)

For incubator service reservations, kindly proceed with the following:

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

The MEDA Desk team will contact you to quote the applicable incubator fare, confirm the acceptance of    incubator carriage and assist with the infant flight booking.

Acceptance of infants in incubators is subject to flight and seat availability, as well as approval from Malaysia Airlines’ medical services. An infant who travels with an incubator must be accompanied by at least one (1) medical escort, paramedic or nurse. The incubator will be located in the economy class cabin.

The incubator must be provided by a medical service provider and have a heating element that is battery powered. Should the infant require oxygen support, the airline only accepts FAA approved Portable Oxygen Concentrators (POCs) with continuous oxygen flow. The POCs must be battery powered and last 150% of the flight time.

Passengers will have to make their own arrangements for ambulance transfers, at both departure and arrival airports, and for any medical equipment required for use on board. Authorization from Malaysia Airlines’ technical services is required for use of any medical equipment onboard.

Malaysia Airlines’ MEDA Desk is open from 8.30 a.m. to 5.30 p.m. Monday to Friday (closed on Saturday, Sunday and Malaysia Public Holidays) 

Carriage of Portable Oxygen Concentrators (POC) 

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

(Effective 31^st May 2019)

Type of POC carriage

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

Acceptance Conditions

Prior to accepting POC passenger on board, the following conditions must be observed:-

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

** this requirement does NOT apply to POC not intended for use on board.

Passenger must get MAB approval via MEDIF even if the device is not intended for use on board.

Medical Clearance

Passengers must ensure the Medical Information Form (MEDIF) is completed and signed by their attending doctor and submit to MEDA Desk accordingly:

• Rental POC from MAB appointed supplier:
  • For passengers departing from Kuala Lumpur International Airport, MEDIF must be submitted to MEDA desk at least three (3) working days before travel.
  • If departing from other than Kuala Lumpur International Airport, MEDIF must be submitted to MEDA desk at least ten (10) working days before travel.

• Personal POC
  • Passenger from Kuala Lumpur International Airport or any other airport, MEDIF must be submitted to MEDA desk at least three (3) working days before travel.

• Carriage for Transportation
  • Passenger from Kuala Lumpur International Airport or any other airport, MEDIF must be submitted to MEDA desk at least three (3) working days before travel.

* MEDA Desk operating hours 0830hr – 1730hr, Monday to Friday excluding public holiday

Deny Carriage

Deny carriage under the following circumstances;

• if passenger fails to check-in on time with the POC
• If the device
  • Is not in working condition (can’t be switched on and off / indicators not lighted up etc.)
  • Is not in good condition (tube cracked, leaking battery, etc.)
  • Description on MEDIF does not match actual POC
  • Has insufficient number of batteries or battery power

Malaysia Airlines reserves the right to deny carriage on the relevant flight until all related policy requirements have been met.

In case of denied carriage:

All charges including ticket change, visa, transportation, hotel, and doctor’s costs are the responsibility of the passenger. Malaysia Airlines will not accept liability or responsibility for any costs associated with denied carriage.

If you would like to obtain a copy of Part 382 regulatory reference (Non-discrimination on the Basis of Disability in Air Travel) in an accessible format from the US Department of Transportation, you can do it by the following means:

• For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travellers with Disabilities at 1 800 778 4838 (voice) or 1 800 455 9880 (TTY), the Aviation Consumer Protection Division at 202 366 2220 (voice) or 202 366 0511(TTY).
  
• By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave. SE, West Building, Room W96-432, Washington, DC 20590.
  
• On the Aviation Consumer Protection Division website.

You may also access the Regulation (EC) No.1107/2006 of the European Parliament and the Council concerning the rights of disabled persons and persons with reduced mobility when travelling by air here.