MAS RESERVATIONS PROCEDURE MANUAL Version 1.0 PDF

MALAYSIA AIRLINES
RESERVATIONS
PROCEDURES
MANUAL
Issued by:
Distribution – Reservations Standards & Procedures Department
Issue : Version 1.0 / 2009
RESERVATIONS PROCEDURES MANUAL
PREFACE
PREFACE
This Reservations Procedures Manual has been prepared to facilitate and provide
guidance for Reservations staff to perform reservations transactions at all Malaysia
Airlines Reservations offices system-wide. The content of this Manual consists of all
related procedures of Reservations functionalities which incorporates the new MH/SITA
system procedures and entries. All reservations staff at stations system-wide and other
reservations system users within the company would be able to perform, transact and
understand all related reservations transactions, effectively and efficiently.
Several main points of interest with regards to this Manual are:
o The inclusion of the new Reservations System procedures and entries related to the
Reservations functionalities and transactions on the new system cutover;
o Items categorized specifically to the related subjects for staff easy reference which is
retrievable through the hyperlinked “Table of Contents” in the “Portable Document
File” PDF;
o The traditional issuance of “Hard Copy” Manual circulated to stations will now be
replaced with a “Soft Copy” Manual. This Manual will be distributed by e-mail to all
Malaysia Airlines Reservations Heads through the PDF. The main purpose is to
provide timely dissemination of important Reservations notification without delay and
for immediate implementation to all Reservations staff at stations. Reservations
Heads at stations are required to print-out and maintain 01 copy of this Manual, to be
updated progressively upon email notification from HQ. Additionally, the Manual with
the latest update can be downloaded directly from the “Intranet” made available
through the company communication channel, “The Pulse”.
This Manual has been prepared with procedures, policies and functionalities related to
Malaysia Airlines Reservations System. There may be some typographical error,
omission on certain entries and responses during the preparation of the Manual.
Any comments and concerns about this Manual should be addressed to:
Manager
Reservations Standards & Procedures Department
3rd Floor, Administration Building 2,
Sultan Abdul Aziz Shah International Airport
47200 Subang
Selangor
Malaysia
And a copy to :
SITA Telex Address: KULRBMH

E-mail: snp@malaysiaairlines.com
Prepared by: Distribution - Reservations Standards & Procedures - SZB
Version : 1.0 Page 1 of 461

Date : 01JUL2009
Revised Date :-
Reference : Distribution/RPM001/09
Authority : Manager, Reservations Standards & Procedures
COPYRIGHT NOTICE
Copyright Notice
Copyright © Malaysian Airline System Berhad or its licensor SITA Information computing USA
Inc, 2009. Proprietary and Confidential. All rights reserved.

Date : 01JUL2009
Revised Date :-
FOREWORD
FOREWORD
Pleased to introduce this new Reservations Procedures Manual which incorporates the latest
information on Reservations procedures, policies and functionalities related to the daily
Reservations activities for you to be guided upon.
Being front liners to the company, all reservations staff should be responsible to frequently
refer to this Manual as the contents will be very useful in carrying out their daily Reservations
activities at stations effectively and efficiently, to be outstanding at every touch points.
With the technologies that we currently use, the need to obtain important information
expeditiously would be at your finger-tips with the introduction of e-Manual through which,
either the content files had been safe in your PC hard-disk or the content down-loaded from
the Intranet. As compared to the previous traditionally issuance of “Hard-Copy” Reservations
Manual dispatched through OCS mail, any new changes to procedures and policies are
updated and the hard copies of this new changes will be dispatched through OCS mail to
stations. Staff at stations would normally have to wait until the updates are received by them.
This process of sending hard copy by OCS mail would now be an exercise of the past. I hope
that all Reservations Heads at stations would maintain a copy of the Manual and constantly
update its content, as and when required, upon instruction and notification from HQ.
With the introduction of the above Reservations Procedures Manual, I would like to stress that
all staff would browse through the contents of the manual and provide positive feedback to
further improve the Manual, to ensure that this manual is in compliance and adherence to the
industrial standards set by IATA with the initiatives to be consistent in our delivery.
Wish to take this opportunity to Thank all Reservations staff who have gone through this
tedious time of system change to make Malaysia Airlines among the “Best Reservation
Service Provider” in the airline industry worldwide.
Thank you.

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TABLE OF CONTENTS
Table of Contents
Item Subject Page
- Preface ……………………………………………………………………………………. 1
- Copyright Reserved ……………………………………………………………………… 2
- Foreword …….. …………………………………………………………………………… 3
- Table of Contents ………… …….………………………………………………… 4 - 26
- Distribution Department – Organisation Structure.................................................. 27
- Distribution - Airline Business Process ……………………………………………… 28
- Distribution Department- Roles & Responsibilities ……………………………… 29 - 33
- Malaysia Airlines Reservations Offices System-wide ………………………………. 34
- Revision History List …………………………………………………………………….. 35
- Glossary of Terms …………………………………………………………………...36 - 46
Section 1 – Reservations Service Standards………………………………….47 - 54

1 Reservations & Telephone Sales Service Standards ............................................. 47
1.1 Call Response ....................................................................................................... 47
1.2 Call Queue............................................................................................................. 48
1.3 Transaction Time ................................................................................................... 48
1.4 Abandoned Calls ................................................................................................... 49
1.5 Courtesy ................................................................................................................ 50
1.6 Product Knowledge ................................................................................................ 50
1.7 Language Fluency ................................................................................................. 50
1.8 Initiatives................................................................................................................ 51
1.9 Completeness Of Transaction................................................................................ 51
1.10 Qualitative & Quantitative Standards ..................................................................... 53
Section 2 - Special Handling Procedures …………………………………. 55 - 83

2 Special Handling Procedures ................................................................................. 55
2.1 Unaccompanied Minor - UMNR ............................................................................. 55
2.1.1 Introduction ............................................................................................................ 55
2.1.2 General Regulation ................................................................................................ 55

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2.1.3 Conditions Of Acceptance ..................................................................................... 56
2.1.3.1 Age Requirements And Regulations ...................................................................... 56
2.1.3.2 Have Not Reached The 5th Birthday ....................................................................... 56
2.1.3.3 Children Between 5 and 7 Years Of Age................................................................ 56
2.1.3.4 Children Between 7 and below 12 Years of Age .................................................... 56
2.1.3.5 Children Between 12 and below 15 Years of Age .................................................. 56

2.2 Undertaking By Passenger Acting As Escort ......................................................... 57
2.2.1 Written Agreements By Parent / Guardian ............................................................. 57
2.2.1.1 The Parent / Guardian ........................................................................................... 57
2.2.1.2 The Passenger Escorting The Child....................................................................... 58

2.3 Deaf And Dumb ..................................................................................................... 59
2.3.1 Have Not Reached The 7TH Birthday...................................................................... 59
2.3.2 Reached The 7TH But Not The 15TH Birthday.......................................................... 59
2.4 Procedures – Reservations Handling ..................................................................... 60
2.4.1 PNR Creation For UYP – Seat Selection / Facility Control (SSFC) ........................ 60
2.4.2 Seat Allocated To Unaccompanied Young Passengers ......................................... 61
2.5 Name And Address Of Parent Or Guardian At The Point / Country Of ................... 61
Disembarkation ..................................................................................................... 61
2.6 Firm Check On UYP Travel.................................................................................... 61
2.7 Embarkation Station .............................................................................................. 61
2.8 Distribution Of YPTA Form - 70601........................................................................ 62
2.9 UM Advice ............................................................................................................. 63
2.10 Turnaround Station Responsibility – Return Reservations ..................................... 64
2.11 Procedure -Airport And In Flight Handling .............................................................. 64
2.11.1 Embarkation .......................................................................................................... 65
2.11.2 In-Flight.................................................................................................................. 65
2.11.3 Transit Station........................................................................................................ 65
2.12 Delay Or Change Of Routing ................................................................................. 65
2.12.1 Changed Routing ................................................................................................... 65
2.13 Transit Night Stop / Delay ...................................................................................... 66

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2.14 Crew Slip ............................................................................................................... 66

2.15 Disembarkation ...................................................................................................... 66
2.16 Transfer Stations – Not More Than 24 Hours Planned Waiting Time ..................... 67
2.17 Airport Stand-By .................................................................................................... 67
2.18 Responsibilities ...................................................................................................... 67
2.19 Sample of “Young Passenger Folder” for Underage Traveler Travelling Alone ...... 69
2.20 Stewardess Escort For Unaccompanied Minors - UMNR ....................................... 70
2.21 Introduction ............................................................................................................ 70
2.22 Regulations............................................................................................................ 70
2.23 Charges ................................................................................................................. 71
2.24 Procedures ............................................................................................................ 71
2.24.1 Selling Office / Ticket Office ................................................................................... 71
2.25 Flight Operations Manager .................................................................................... 73
2.26 Stewardess Escort At Point of Embark/Disembarkation & Transit .......................... 73
2.26.1 At the boarding point .............................................................................................. 73
2.26.2 At the deplaning point ............................................................................................ 73
2.27 Interline Journeys .................................................................................................. 74
2.28 Cancellation Or Alterations .................................................................................... 74
2.29 General .................................................................................................................. 74
2.30 Blind Passenger..................................................................................................... 75
2.30.1 MAS Domestic Service Within Malaysia................................................................. 75
2.30.2 Fares ..................................................................................................................... 75
2.31 Carriage of Government of Malaysia Custody (GOM Custody) .............................. 76
2.31.1 Introduction ............................................................................................................ 76
2.31.2 Conditions of Acceptance ...................................................................................... 76
2.31.3 Reservations Procedures: ...................................................................................... 76
Example of a PNR with SSR CKIN ........................................................................ 77
2.31.4 Special Handling Advice ........................................................................................ 77
2.31.5 Handling Procedures ............................................................................................. 78
2.31.6 Airport Check-In Reporting Time ............................................................................ 78
2.32 Scuba Diving Equipment ........................................................................................ 79
2.33 Applicable Charges ................................................................................................ 79
2.33.1 Weight System....................................................................................................... 79

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EXCEPTION.......................................................................................................... 79
2.33.2 Piece System ......................................................................................................... 79
Between Canada, USA and Malaysia only............................................................. 79
2.33.3 PNR Creation With SSR:SPEQ (SSR: Scuba Diving Equipment) ......................... 80
SSR:2SPEQ MH NN1.SCUBA DIVING EQUIP ..................................................... 80
2.34 Seamen/Ship Crew Travel Information In PNR ...................................................... 81
2.34.1 Reservations Office Action On Seamen PNR (OSI: & SSR: ).............................. 81
OSI:MH CTCB/MNL MISC SHIPPING COMP C/O MSJANET 085-123456 ........... 81
2.35 Siamese Twins Travel............................................................................................ 82
2.35.1 Reservation Action ................................................................................................. 82
2.35.2 PNR Creation ........................................................................................................ 82
Section 3 – Code Share Services & Procedures……………………………..84 - 96

3 Definition - Code Share.......................................................................................... 84
3.1 Marketing Carrier ................................................................................................... 84
3.2 Operating Carrier ................................................................................................... 84
3.3 Mode of Code Sharing ........................................................................................... 84
3.3.1 Block Space Agreement ........................................................................................ 84
3.3.2 Dynamic Code Share Agreement........................................................................... 85
3.4 Malaysia Airlines Code Share Partners .................................................................. 85
3.4.1 Dynamic Code Share Agreement........................................................................... 86
3.4.2 Block Space Agreement ............................................................................................87
3.4.2.3 Myanmar Airways (8MI) ........................................................................................ 88
3.4.2.4 Philippines Airlines (PRI) ....................................................................................... 88

3.5 Joint Operations..................................................................................................... 89
3.6 Code Share - PNR Messaging ............................................................................... 89
3.6.1 AIRIMP Option 1 (Standard Action, Advice and Status Codes) .............................. 89
3.6.2 AIRIMP Option 2 & 3 (Standard Action, Advice and Status Codes)........................ 90
3.6.3 AIRIMP Option 4 (Standard Action, Advice and Status Codes) .............................. 90
3.7 Code Share Table - Standard Action, Advice & Status Codes .............................. 91
3.8 Code Share PNR in MAS Reservations System .................................................... 92
3.9 Booking Message Transmission from Marketing Carrier to Operating Carrier ........ 92

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3.10 Example of Outgoing Booking Message Sent to GA Reservations System ............ 93

3.10.1 Example of PNR created in MH Reservations System ........................................... 93
3.11 Special Meal – SSR: .............................................................................................. 93
3.12 Example of SSR: Element in Marketing Carrier Reservations System ................... 94
3.13 Cancellation of Code Share Segment .................................................................... 94
3.14 Code Share Partners Requiring “Endorsement Waival Authority - EWA” ............... 95
Section 4 – Medical Case Handling Procedures…………………………….97 - 156

4 Incapacitated Passengers...................................................................................... 97
4.1 General .................................................................................................................. 97
4.2 Categories Of Incapacitation .................................................................................. 97
4.3 Acceptance Of Incapacitated Passengers.............................................................. 98
4.4 Responsibility For Acceptance ............................................................................... 99
4.5 Medical Clearance ................................................................................................. 99
4.6 Limitations ........................................................................................................... 100
4.7 Malaysia Airlines Medical Form (MEDIF Form No. 70500) ................................... 101
4.8 After office hours and on weekends and public holidays for Sabah and Sarawak: ..
.................................................................................................................... 102
4.8.1 After office hours and on weekends and Public Holidays for other location: ......... 102
4.9 Passenger Requiring Special Consideration Or Medical Attention. ...................... 102
4.9.1 Asthma Sufferers ................................................................................................. 102
Sample of Malaysia Airlines “Medical Information Form” – MEDA Form .............. 104
4.10 Blind Passenger - Child ....................................................................................... 106
4.10.1 Handling Procedures ........................................................................................... 106
4.10.1.1 Selling Station ...................................................................................................... 106
4.10.1.2 Embarkation. ....................................................................................................... 106
4.10.1.3 In Flight ........................................................................................................ 106
4.10.1.4 Transit Station...................................................................................................... 107
4.10.1.5 Transfer Station ................................................................................................... 107

4.11 Transit Night Stop/Delay ...................................................................................... 107
4.12 Diabetics .............................................................................................................. 107

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4.13 Carriage of Elderly Persons ................................................................................. 108

OSI: MH MAAS ELDERLY PSGR ....................................................................... 108
4.14 Expectant Mother................................................................................................. 109
4.15 Mentally ill Persons .............................................................................................. 109
4.16 Physically Handicapped Passengers ................................................................... 110
4.16.1 Wheelchair........................................................................................................... 110
4.16.2 Disable Passenger seating on B747-400: ............................................................ 110
4.16.3 Conditions of acceptance of WCHC to travel on A330/B737-400 : ....................... 111
4.16.4 Handling of WCHC request by KULRNMH – Seat Facility Section-:..................... 112
4.17 New Born Babies ................................................................................................. 113
4.18 Passengers Suffering From Leprosy .................................................................... 113
4.19 Reservations Procedures ..................................................................................... 113
4.19.1 Sample of telex to obtain Medical clearance ........................................................ 114
4.19.2 Notification – Medical Advice ............................................................................... 114
4.19.3 Example: MEDA Advice ...................................................................................... 116
4.19.4 Nomal Pregnancies ............................................................................................. 116
4.19.5 Pregnancies requiring approval ........................................................................... 116
4.20 Stretcher Cases ................................................................................................... 118
4.21 Guidelines For Stretcher Cases ........................................................................... 118
4.21.1 Medical Certificate Of Fitness For Travel Form .................................................... 118
4.21.2 Booking Office Action........................................................................................... 119
4.21.3 Example of PNR creation for a stretcher on A B737 flight. ................................... 119
4.21.4 Requisition Of Stretcher ....................................................................................... 120
Stretcher Request................................................................................................ 121
Stretcher Cancellation ......................................................................................... 121
4.21.5 Stretcher Kit (Sabah & Sarawak Stations)............................................................ 121
Stretcher Request at Kota Kinabalu ..................................................................... 121
Stretcher Request at Kuching .............................................................................. 122
4.21.6 Notification – MEDA/Stretcher ............................................................................. 122
4.21.7 Passenger Reservations Control Action ............................................................... 122
4.21.8 Seats Displacement – Creation Of PNR............................................................... 122
4.21.10 Fitment And Removal Of Stretcher ...................................................................... 126
4.21.11 Traffic Office Responsibility.................................................................................. 127

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4.21.12 Reporting Time At Airport .................................................................................... 127

4.22 Stretcher Fares .................................................................................................... 127
4.23 Baggage .............................................................................................................. 128
4.24 Ticketing .............................................................................................................. 129
4.24.1 Stretcher Case passenger ................................................................................... 129
4.24.2 Accompanying attendant ..................................................................................... 130
4.24.3 Notes for the guidance of practitioners ................................................................. 132
4.25 MEDA Oxygen Kit - Reservations Procedure ....................................................... 133
4.26 Request For Oxygen Kit ....................................................................................... 134
4.26.1 Requirement For Ambulance Contact In Stretcher Advice ................................... 136
4.27 Large Passenger Requesting For EXST On B777/B747 ...................................... 136
4.28 MEDA Oxygen Kit Charges.................................................................................. 137
4.28.1 MEDA Oxygen Kit Charges in the United Kingdom .............................................. 137
4.29 Carriage Of Infants .............................................................................................. 138
4.29.1 Introduction .......................................................................................................... 138
4.29.2 Bassinets Carried On Board ................................................................................ 138
4.29.3 Bassinet Measurement ........................................................................................ 139
4.29.4 Facility Seat ......................................................................................................... 139
4.29.5 Limitations ........................................................................................................... 139
4.29.6 Carriage Of infants – Life Jacket .......................................................................... 140
4.29.7 Infant Kit Carried On Malaysia Airlines Services. ................................................. 141
4.29.8 Baby Pram/Strollers ............................................................................................. 143
4.30 Procedure On Carriage Of Infant Incubator .......................................................... 143
4.30.1 General Procedures ............................................................................................. 143
4.30.2 Seat Protection ................................................................................................... 144
4.30.3 Reservations Procedure ...................................................................................... 144
4.31 Stretcher Fare ...................................................................................................... 145
4.32 Ticketing .............................................................................................................. 145
4.33 Carriage of Elderly Passengers ........................................................................... 146
4.34 MEDA/WCHR/BLND/STCR SITA Telex Group Code Addressees ...................... 148
4.34.1 MEDA/WCHR/BLND/STCR SITA Telex Group Code Addressees (Cont) ........... 149

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Section 5 – Payment of Denied Boarding Compensation (DBC) ………157 - 179

5 Introduction - DBC ............................................................................................... 157
5.1 Objective.............................................................................................................. 157
5.2 Eligibility............................................................................................................... 157
5.3 Handling of Denied Boarding Procedure at Airport ............................................... 158
5.3.1 Pre Check-In ........................................................................................................ 158
5.3.2 Seat Assignment ................................................................................................. 158
5.3.3 Overbooking Clearance Process ......................................................................... 159
5.3.4 Upgrading Due To Overbooking .......................................................................... 159
5.3.5 Upgrading Priority List Below in Descending Order by Category: ......................... 160
5.3.6 Offloading ............................................................................................................ 161
5.3.6.1 Offloading Priority ................................................................................................ 161
5.3.6.2 Handling of Offloaded Passengers....................................................................... 161
5.3.6.3 Arreangement and Facilities for Offloaded Passengers ....................................... 161
5.4.1 DBC for Economy Class: ..................................................................................... 164
5.4.2 DBC For Business Class: .................................................................................... 165
5.4.3 DBC For Business Class: (Cont) .......................................................................... 166
5.4.4 DBC Payment Process to Eligible Passenger ...................................................... 167
5.4.4.1 DBC – Cash Payment ......................................................................................... 167
5.4.5 MCO Payment ..................................................................................................... 169
5.5 Denied Boarding – International Stations ............................................................. 170
5.5.1 Definition.............................................................................................................. 170
5.5.2 Handling of Offloaded Passenger ........................................................................ 170
5.5.3 Selection for Offloading of Passenger .................................................................. 170
5.5.4 Arrangements and Facilities for An Offloaded Passenger .................................... 170
5.5.5 Australia Scheme................................................................................................. 171
5.5.6 Compensation is not Payable When .................................................................... 171
5.5.7 Amount of Compensation .................................................................................... 172

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5.6 USA Scheme ....................................................................................................... 172

5.6.1 Compensation is not payable when: .................................................................... 172
5.6.2 Amount of Denied Boarding ................................................................................. 173
5.6.3 Method of Payment .............................................................................................. 173
5.6.4 Release ............................................................................................................... 173
5.7 HONG KONG Bar Scheme .................................................................................. 174
5.7.1 Applicability .......................................................................................................... 174
5.7.2 Compensation...................................................................................................... 174
5.7.3 Disclaimer ............................................................................................................ 175
5.7.4 Exclusion ............................................................................................................. 175
5.8 TAIWAN Scheme................................................................................................. 175
5.8.1 Payment of Compensation ................................................................................... 176
5.8.2 Other Services ..................................................................................................... 177
5.8.3 Exclusion ............................................................................................................. 177
5.9 PHILIPPINES Scheme......................................................................................... 178
5.9.1 Exception to Eligibility .......................................................................................... 178
Section 6 – STPC …………………………………………………………….... 180 - 214

6 Passenger Expenses En route or Stopover at Carriers Expenses (STPC) ........... 180
6.1 Definition - STPC ................................................................................................. 180
6.2 Types of STPC .................................................................................................... 180
6.3 Qualification ......................................................................................................... 180
6.3.1 Normal STPC....................................................................................................... 180
6.3.2 Passenger‟s expenses will not be absorbed at connecting points: ....................... 181
6.3.3 Route Station Function ........................................................................................ 182
6.4 Sales Incentive STPC .......................................................................................... 182
6.4.1 Criteria for offering Sales Incentive STPC: ........................................................... 182
6.4.2 Missed/Delayed Connections at Transfer Point STPC ......................................... 183
6.4.3 At Points of Origin/On Departure from Point of Stopover or Turnaround .............. 184
6.5 Booking Procedures ............................................................................................ 185
6.5.1 Selling Station ...................................................................................................... 185
6.6 Issuance of PTAM ............................................................................................... 186
6.6.1 Reservations Office at Transfer Point .................................................................. 186

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6.6.2 Ground Services Function ................................................................................... 187

6.6.3 Non-Eligibility of STPC......................................................................................... 187
6.6.4 Non-MAS Ticketing Outlet.................................................................................... 187
6.6.5 STPC on Sales Incentive Authorisation Form ...................................................... 188
STPC on Sales Incentive ..................................................................................... 188
6.6.6 Passenger Transport Accommodation/meal (PTAM) Coupon .............................. 189
6.6.7 Sample of Passenger Transportation, Accommodation & Meal Coupon – PTAM. 190
6.6.8 STPC PTAM Voucher Layout & Issuance Procedures – For STPC Request ....... 191
6.6.9 Handling of Lost or Stolen PTAM ......................................................................... 192
6.6.10 Non-Collection of PTAM At Boarding Point .......................................................... 193
6.6.11 Issuance of PTAM Register ................................................................................. 193
6.7 Non-Eligibility for STPC ....................................................................................... 193
6.8 STPC Briefing for Passenger Transfer at KLIA .................................................... 194
6.9 Hotel Accommodation Meals and Surface Transport Multilateral Agreement .
. (IATA Reso 1775) ................................................................................................ 195
6.9.1 Article I – Scope of Agreement ............................................................................ 195
6.9.2 Article II – Physical Arrangements, Hotel, Meals and Surface Transport .............. 195
6.9.3 Article III – Peroration of Hotel, Meal and Surface Transport Expenses ............... 196
6.9.4 At Connecting Points (Extract from Resolution 102) ............................................ 197
6.9.5 IATA Hotel Accommodation, Meal and Surface Transport Multilateral Agreement198
6.10 Non-Adherence to booking procedures of STPC request ..................................... 211
6.11 Non-adherence to normal STPC procedures ....................................................... 212
6.12 KLIA Airside Transit Hotel (International Satellite Building, KLIA)......................... 212
6.13 Sita Telex Addressee for Visitor Service Center (VSC) at KLIA ........................... 213
STPC at Narita (NRT) for Passengers from Malaysia to Los Angeles (LAX) ........ 213
Section 7– Advance Seat Request (ASR) …………………………………. 215 - 226

7 Introduction ......................................................................................................... 215
7.1 Advance Seat Request - ASR .............................................................................. 215
7.2 Facility Seats ....................................................................................................... 217
7.3 Seat Request on Emergency Row ....................................................................... 217
7.4 Advance Seat Reservations – General Entries .................................................... 218
7.5 ASR Flight Indicator – “R” .................................................................................... 219

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7.6 Display Flight Seat Map - ADM: ........................................................................... 219

7.7 PNR Referenced Segment Entry From A PNR – ADM : ..................................... 220
7.8 Non-Referenced Entry (By Flight/Class/Date/City Pair) – ADM: ........................... 221
7.8.1 Cabin Row Number Lines .................................................................................... 224
7.8.2 Seat Reserve Entry - ASR : .............................................................................. 224
7.8.3 Generic Seat-Type Codes.................................................................................... 225
Section 8 – Flight Reconfirmation Procedures …………………………...227 - 228

8 Reconfirmation - Procedures & Policy................................................................. 227
8.1 Reservations handling procedures ....................................................................... 227
8.1.1 Beirut (BEY) Bound Passengers from Australia & New Zealand to Lebanon ... 227
8.1.2 Dhaka (DAC) Bound Passengers on KUL/DAC sector, vice-versa ....................... 227
Section 9 – Flight Cancellation …………………………………….………. 229 - 237

9 Flight Cancellation - Handling Procedures ........................................................... 229
9.2 Cancellation of Scheduled Flight Due To “Poor Load”.......................................... 229
Procedures of flight cancellation due to “Poor Load”........................................... 229
9.2.1 Criteria for Flight Cancellation .............................................................................. 229
9.3 Availability of alternative flights for passenger reallocation ................................... 230
9.3.1 International Flight ............................................................................................... 230
9.4 VVIP Travelling .................................................................................................... 230
9.5 Medical Case (MEDA) ......................................................................................... 231
9.6 Inbound/Outbound Connecting Passenger .......................................................... 231
9.7 Development Flights ............................................................................................ 231
9.8 Lead Time Required to Effect Cancellation of Scheduled Flights ......................... 231
9.9 Department Recommending/Authorising Flight Cancellations .............................. 232
9.10 Organisation of Revenue Management Department ............................................ 232
9.11 Flights Within Sabah & Sarawak .......................................................................... 233
9.12 Authority & Final Approval for Cancellation/Withdrawal ........................................ 234
Section 10 – Reservations Booking Designator - RBD …………………. 238 - 239

10.1 Reservations Booking Designator (RBD) – Malaysian Domestic Flights .............. 238

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Section 11 – MH Staff Travel ……………………………………………..…. 240 - 288

11.1 Staff Travel Handling Procedures ........................................................................ 240
11.2 MH Staff Travel Priority Code .............................................................................. 240
11.3 Seat Allocation ..................................................................................................... 241
11.4 MH Staff Concessional Travel .............................................................................. 241
11.4.1 Priority Code: S1C S1B S11 N1 and N11 ............................................................ 241
11.5 Embargo .............................................................................................................. 242
11.6 Duty Travel – D1-................................................................................................. 243
11.6.1 Applicable ............................................................................................................ 243
11.6.2 Class of Travel ..................................................................................................... 243
11.6.3 Issuing Authority – STA/ATR ............................................................................... 243
11.7 Duty Travel – D11 ................................................................................................ 243
11.7.1 Applicable ............................................................................................................ 243
11.7.2 Staff Ranking In Order Of Priority......................................................................... 244
11.7.3 Class of Travel ..................................................................................................... 244
11.7.4 Endorsement of Tickets and STA/ATR ................................................................ 244
11.7.5 Issuing Authority for STA/ATR ............................................................................. 244
11.8 Staff Travel –S1 ................................................................................................... 244
11.8.1 Applicable ............................................................................................................ 244
11.8.2 Staff Ranking ....................................................................................................... 245
11.8.3 Class of Travel ..................................................................................................... 245
11.9 Staff Travel – S1AP ............................................................................................. 245
11.9.1 Applicable ............................................................................................................ 245
11.9.2 Staff Ranking ....................................................................................................... 245
11.9.3 Class of Travel ..................................................................................................... 245
11.10 Staff Travel – S1A (FIRM) .................................................................................... 245
11.10.1 Applicable ............................................................................................................ 246
11.10.2 Staff Ranking ....................................................................................................... 246
11.10.3 Class of Travel ..................................................................................................... 246
11.11 Staff Travel - S1A (Subject-To-Load) ................................................................... 246
11.11.1 Applicable ............................................................................................................ 246
11.11.2 Staff Ranking ....................................................................................................... 246
11.11.3 Class of Travel ..................................................................................................... 246
11.11.4 Confirmation ........................................................................................................ 247
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11.12 Staff Travel -S1A (90% Firm) ............................................................................... 247

11.12.1 Applicable ............................................................................................................ 247
11.12.2 Staff Ranking ....................................................................................................... 247
11.12.3 Class of Travel ..................................................................................................... 247
11.13 Staff Travel – H11/Home Leave ........................................................................... 247
11.13.1 Applicable ............................................................................................................ 247
11.13.2 Staff Ranking ....................................................................................................... 248
11.13.3 Class of Travel ..................................................................................................... 248
11.13.4 Eligibility............................................................................................................... 248
11.14 Staff Travel – C11 ................................................................................................ 248
11.14.1 Applicable ............................................................................................................ 248
11.14.2 Staff Ranking ....................................................................................................... 248
11.14.3 Class of Travel ..................................................................................................... 248
11.14.4 Eligibility............................................................................................................... 248
11.15 Isuing Authority For STA/ATR .............................................................................. 249
11.15.1 Specimen of Staff Travel Authority – STA (New format)....................................... 250
11.16 Creation of PNR................................................................................................... 252
11.16.1 Reservations Booking Designator – RBD............................................................. 252
11.16.2 Firm Booking – RBD table ................................................................................... 252
11.17 Annual Privilege Travel (S1AP Priority Code) ...................................................... 253
11.18 Industry Discount (ID) and Agent Discount (AD) ................................................. 253
11.19 Seat Selection And Facility Request For Staff Travel ........................................... 253
11.20 Meal Request ...................................................................................................... 254
11.21 Special Functions Name List................................................................................ 254
11.22 Authority to Send Telex........................................................................................ 254
11.23 Staff Reporting Time For Flights .......................................................................... 254
11.24 Airport Check-In Time .......................................................................................... 254
11.25 Staff Priority Code ................................................................................................ 255
11.26 Uplifting Downgrading and Offloading Priority Order ............................................ 255
11.27 Staff Traveling On Compassionate Grounds ........................................................ 256
11.27.1 Introduction .......................................................................................................... 256
11.27.2 Ticketing Entries .................................................................................................. 256
11.28 Staff Travel on MH Services – Dress Code-......................................................... 256

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11.28.1 First/Business Or Golden Club Class-International Duty/Leisure Travel ............... 256

11.28.2 First/Business Or Golden Club Class-National Duty/Leisure Travel ..................... 257
11.28.3 Economy Class-International Duty/Leisure Travel ................................................ 257
11.28.4 Economy Class-National Duty/Leisure Travel ...................................................... 257
11.29 MH Staff Travel – Self Ticketing Facility For Travel On Other Airlines .................. 257
11.29.1 Reservation Procedure ........................................................................................ 257
11.29.2 Ticketing Procedure ............................................................................................. 258
11.29.3 Privilege/Concessional Travel for MAS Graded Staff ........................................... 258
11.30 Introduction to Zonal Employee Discount (ZED) .................................................. 259
11.30.1 About ZED ........................................................................................................... 259
11.30.2 Main objectives .................................................................................................... 259
11.30.3 Zonal Employee Discount (ZED) .......................................................................... 259
11.30.4 Benefits................................................................................................................ 260
11.30.5 ZED Agreement with Participating ZED Carriers .................................................. 260
11.30.6 Table on ZED Fare Participating Airlines & Eligibility ........................................... 261
11.30.7 Comparison between ZED Concept and Staff Reduced Rate Travel ................... 264
11.30.8 How Does New Scheme Works ........................................................................... 264
11.30.9 The Mileage Based on Zoning System ................................................................ 265
11.30.10 Classification – R ................................................................................................. 266
11.30.11 Infant Travelling on ZED ...................................................................................... 266
11.30.12 ZED Fare - Benefits to Malaysia Airlines‟ staff ..................................................... 267
11.30.13 ZED Fare - Benefits to Malaysia Airlines .............................................................. 267
11.30.14 Zonal Employee Discount Travel Scheme - Eligibility........................................... 268
11.30.15 Reservation Procedures ...................................................................................... 269
11.30.16 Ticketing Procedures ........................................................................................... 269
11.30.17 Eligibility for travel on ZED ................................................................................... 269
11.31 Change of Routing and Reissuance..................................................................... 269
11.32 Duty and Leisure Travel on Malaysia Airlines by Company‟s Board of Directors .. 269
11.33 Ticket Issuance For MH Expatriates On ID50 Annual Privilege Travel ................ 270
11.34 Issuance of Electronic Ticketing for Staff Travel on MH Services ......................... 270
11.35 Fare Application for MH Staff Rebated Travel ...................................................... 270
11.35.1 Domestic Travel ................................................................................................... 271
11.35.2 International Travel .............................................................................................. 271

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11.36 Malaysia Airlines Staff Access to Airport Lounges ............................................... 272

11.37 Malaysia Airlines Staff Family Travel Scheme...................................................... 274
11.37.1 Introduction .......................................................................................................... 274
11.37.2 Salability .............................................................................................................. 274
11.37.3 Eligibility............................................................................................................... 274
11.37.4 Reservations Procedures ..................................................................................... 274
11.37.5 PNR Creation ...................................................................................................... 275
11.37.6 SFTS - Ticketing Time Limit ................................................................................. 275
11.37.8 Ticketing Entries .................................................................................................. 276
11.37.9 One Way Travel ................................................................................................... 276
11.37.10 Children / Infant Fare ........................................................................................... 276
11.37.11 Connecting Flights Ex – KUL ............................................................................... 276
11.37.12 Prepaid Ticket Advice (PTA) ................................................................................ 276
11.37.13 Stopover .............................................................................................................. 277
11.37.14 Cancellation Fee .................................................................................................. 277
11.37.15 Administration Fee ............................................................................................... 277
11.37.16 Refund ................................................................................................................. 277
11.37.17 No-Show .............................................................................................................. 277
11.37.18 Lost Ticket Fee .................................................................................................... 277
11.37.19 SFTS Application Form ........................................................................................ 277
11.37.20 Specimen of “SFTS” FORM ................................................................................. 278
11.38 Malaysia Airlines (MH) & Eurostar (9F) - Staff Rebated Travel ............................ 279
11.38.1 MH Staff Travelling on 9F Services - Eligibilty ...................................................... 279
OSI:9F MH STAFF REBATED TRAVEL .............................................................. 279
11.38.3 Special Meal Request .......................................................................................... 279
9F Standard Class .............................................................................................. 279
9F Meal Request ................................................................................................ 279
9F Leisure Select Class ...................................................................................... 279
11.38.4 Ticket Issuance .................................................................................................... 280
11.38.5 Applicable Fare & Class Code ............................................................................. 280

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11.38.7 Application for Calais ........................................................................................... 281

11.38.8 9F Staff Travelling on MH Services - Eligibility ..................................................... 282
11.38.9 Submission of Application for Travel on MH Services .......................................... 282
11.38.11 Request for Ticket Issuance................................................................................. 283
Important Notice ................................................................................................... 283
11.38.12 Applicable Fares & Specified Flight Routes ......................................................... 283
11.38.14 Meal Listing Guidelines on MH Services .............................................................. 285
11.38.15 Staff Seat and Meal Request ............................................................................... 286
11.39 Reduced Rate Travel for IATA Employees ........................................................... 287
11.39.1 Class of Travel ..................................................................................................... 287
11.39.2 Applicable Discount ............................................................................................. 287
11.39.3 Reservations ........................................................................................................ 287
11.39.4 Embargo .............................................................................................................. 287
11.39.5 Ticketing .............................................................................................................. 287
11.39.6 Rerouting ............................................................................................................. 287
11.39.7 Documentation..................................................................................................... 287
Section 12 – Reservations Procedures - General ……………………….. 289 - 326

12 Introduction .......................................................................................................... 289
12.1 Divulging Of Passenger Names to Public............................................................. 289
12.2 Name Change Procedures .................................................................................. 290
12.2.1 Application ........................................................................................................... 291
12.2.2 F.I.T Passenger ................................................................................................... 291
12.2.3 When Seats Are Not Available ............................................................................. 291
12.2.4 Inhibit Name Change ........................................................................................... 291
12.2.5 Group Booking – (GN:) ........................................................................................ 293
12.2.6 Change of Group Name ....................................................................................... 293
12.2.7 Name Change Procedure for Travel Agents in Malaysia ...................................... 294
12.3 Cabin Baggage Policy.......................................................................................... 295
12.3.1 Objective.............................................................................................................. 295
12.4 Baggage Weight Limitation All MH Services ........................................................ 296

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12.4.1 Introduction .......................................................................................................... 296

12.4.2 What is meant by 32kgs weight limitation check-in baggage? .............................. 296
12.5 US Electronic System Travel Authorisation (ESTA) Via The Internet ................... 299
12.6 Malaysia Airlines & Eurostar (9F) Air/Rail Transportation Agreement .................. 300
12.6.1 Introduction .......................................................................................................... 300
12.6.2 Salability .............................................................................................................. 300
12.6.3 Child Discount...................................................................................................... 300
12.6.4 Reservations Booking Designator (RBD) – 9F ..................................................... 300
12.6.5 Applicable 9F fare ................................................................................................ 300
12.6.6 Eurostar - 9F Fares .............................................................................................. 301
12.6.8 Request For Special Meals .................................................................................. 303
12.6.9 MEDA Request .................................................................................................... 303
12.6.10 Reservations Handling Process ........................................................................... 303
12.6.11 PNR Creation on 9F Services .............................................................................. 304
Important Note: .................................................................................................... 304
12.6.13 Ticket Validity....................................................................................................... 305
12.6.14 Tour Code (On ticket) .......................................................................................... 305
12.6.15 Open-Dated Ticket .. ............................................................................................ 305
12.6.16 Important Notice on 9F Services (Customer‟s Copy)............................................ 306
12.6.17 PNR Creation and Ticket Issuance/Ticket Mask Creation on 9F ......................... 307
12.7 Unauthorised PNR Creation By Non Reservations/Ticketing Staff ....................... 310
12.8 Defective Seats.................................................................................................... 310
12.9 New B738 Business Product Offering .................................................................. 311
12.10 Name Element for Reservation and Passenger Tickets ....................................... 321
12.11 Distribution Department KUL - Reservations Standards & Procedures ................ 322
. SITA Telex Group Addressees ............................................................................ 322
Section 13 – Special Meal Request …………………………………….… 327 - 336

13 Children Meal ...................................................................................................... 327
13.1 Baby Meal – BBML .............................................................................................. 327
13.2 Child Meal – CHML .............................................................................................. 327

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13.3 Medical Meals ...................................................................................................... 327

13.3.1 Diabetic Meals – DBML ....................................................................................... 327
13.3.2 Gluten – Free Meal - GFML ................................................................................. 327
13.3.3 Low Fiber Meals - LOML ...................................................................................... 327
13.3.4 Bland Meal – BLML ............................................................................................. 327
13.3.5 Low Purine Meal – PRML .................................................................................... 328
13.4 Religious Meals ................................................................................................... 328
13.4.1 Kosher Meals – KSML ......................................................................................... 328
13.4.2 Muslim Meal – MOML .......................................................................................... 328
13.4.3 Hindu Meal – HNML............................................................................................. 328
13.5 Health Meal ......................................................................................................... 329
13.5.1 Low Sodium Meal (No Salt Added) - LSML .......................................................... 329
13.5.2 Low Cholesterol Meal (Low Fat) - LFML .............................................................. 329
13.5.3 Low Calorie Meal - LCML .................................................................................... 329
13.5.4 Low Protein/Potassium Meal - LPML ................................................................... 329
13.6 Vegetarian Meals ................................................................................................. 329
13.6.1 Vegetarian Meal Requests On The Indian Routes ............................................... 330
13.7 Special Meal Request with Seat Selection ........................................................... 330
13.8 New Child Meal – CHML ...................................................................................... 331
13.9 Seafood Meal – SFML – REQUEST .................................................................... 331
13.10 Group Meal Request ............................................................................................ 332
13.11 Avoiding Duplicate Meal Request ........................................................................ 332
13.12 Meal Request on Codeshare Services and Other Airlines .................................... 332
13.13 Special Meals Codes ........................................................................................... 334
13.14 Meal Request Which Are Not To Be Entertained ................................................. 335
Section 14 – Country Regulations, CIQ & Currency Control ………….. 337 - 366
14 Country Regulations ............................................................................................ 337
14.1 Administrative Fine – Philippines ......................................................................... 337
14.1.1 Immigration Fines at Philippines International Airport........................................... 337
14.1.2 Travel Requirement ............................................................................................. 337
14.1.3 Holders of expired foreign passport ..................................................................... 338
14.1.4 Expired permit to re-enter the Philippines ............................................................ 338

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14.2 Country Immigration Regulations – Australia ....................................................... 339

14.3 Country Immigrations Regulations - Malaysia ...................................................... 339
14.3.1 Visa on Arrival For Passenger Ex Chennai .......................................................... 340
14.3.2 Malaysia Abolished Visa on Arrival ...................................................................... 340
14.4 Country Immigration Regulations – Turkey .......................................................... 342
14.5 Country Immigration Regulations – South Africa .................................................. 342
14.6 Travel Document Requirement in PNR ................................................................ 343
14.6.1 Passport Information ............................................................................................ 343
14.6.2 Reservations/Call Centre Staff Action .................................................................. 343
14.6.3 Ticketing Staff Action ........................................................................................... 343
14.6.4 Various Guidelines for (PSPT) SSR entry ............................................................ 344
14.6.5 New SSR Codes for Advanced Passenger Information System (APIS) ............... 349
14.6.6 SSR DOCS .......................................................................................................... 350
14.6.7 For Multi Passenger (Primary Passport holder, include letter –H-) ....................... 351
14.6.8 SSR DOCO ......................................................................................................... 353
14.6.9 Indicating Place of Birth ....................................................................................... 354
14.6.10 Travelling with Infant ............................................................................................ 355
14.6.11 SSR DOCA .......................................................................................................... 356
14.6.12 Passenger/s Residence Address ......................................................................... 356
14.6.13 Passenger Destination Address: .......................................................................... 357
14.6.14 Passenger/s Traveling with Infant ........................................................................ 358
14.7 Currency Restriction - Malaysia ........................................................................... 359
14.8 Entry Of Pregnant Women Into Malaysia ........................................................... 362
14.9 Country Regulation - Philippines .......................................................................... 363
14.9.1 Carriage of Minors under 15 years of age into Philippines ................................... 363
14.10 Carriage of Life Animal-Pet Into United Kingdom ................................................. 365
Section 15 – Airport Facilities & Airport Minimum Connecting Time... 367 - 376
15.1 Malaysia Airlines Golden Lounge – KLIA / Passenger Categories ....................... 367
15.2 Golden Lounge KLIA - Operational Hours ............................................................ 368
15.3 Buggy Services Guideline at KLIA ....................................................................... 369
15.4 Left Baggage Facility at KLIA ............................................................................... 370
15.5 Minimum Connecting Time (MCT) ....................................................................... 370

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15.5.1 Terms used in Minimum Connecting Time – MCT ............................................... 371

15.5.2 Point of References ............................................................................................. 371
15.5.3 MCT Compliance ................................................................................................. 372
15.6 Minimum Connecting Time – MCT (Malaysian stations) ...................................... 373
Section 16 – VVIP / VIP & BMA Advice ……………………………………. 377 - 402

16 VVIP / VIP & BMA Advices .................................................................................. 377
16.2 PROCEDURES SELLING OFFICE...................................................................... 377
16.2.1 On-Line Stations .................................................................................................. 378
16.2.2 Interline Bookings ................................................................................................ 378
16.2.3 Alert Message – VVIP Travel ............................................................................... 379
16.2.5 V VIP Advice Telex Addressees .......................................................................... 381
16.2.6 VIP Advice Telex Addressees .............................................................................. 382
16.2.7 Malaysia Airlines Board Member Advice - BMA Advice ........................................ 383
16.3 VVIP/VIP/BMA Group Addressees....................................................................... 383
16.4 VVIP / VIP & BMA SITA Group Addressees (By stations) .................................... 384
Section 17 – Government of Malaysia Travel ……………………….…… 403 - 412

17 Policy on Government of Malaysia Passengers Travelling On Malaysia Airlines .. 403
17.1 To be Upgraded Automatically at time of Reservations ........................................ 403
17.2 Upgraded to First Class from Business Class when paying Full Business Class fare.
…….. ................................................................................................................... 403
17.2.1 To be upgraded Subject to seat availability .......................................................... 403
17.3 Reservations Policy ............................................................................................. 404
17.4 Mode of Payment ................................................................................................. 405
17.5 Ticketing Policy .................................................................................................... 405
17.6 GOM Business Class paying passengers ............................................................ 406
17.7 GOM Economy Class paying passengers ............................................................ 406
17.8 GOM Excursion Economy Class paying passengers ........................................... 406
17.9 GOM Passengers paying higher fare difference................................................... 406
17.10 Endorsement Box: Government of Malaysia ........................................................ 407
17.11 Refund policy ....................................................................................................... 407
17.12 Downgrading Policy ............................................................................................. 407

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17.13 Discounted Travel for Malaysian Members Of Parliament .................................... 408

17.13.1 Reservations Procedure ...................................................................................... 408
17.13.2 Cancellation and Refunds .................................................................................... 409
17.13.3 Advertising and Sales .......................................................................................... 409
17.14 Diplomatic Mission Discount ................................................................................ 410
17.14.1 Eligibility............................................................................................................... 410
17.14.2 Loyalty recruited staff ........................................................................................... 410
17.14.3 Class of Travel ..................................................................................................... 410
17.14.4 Applicable Discount ............................................................................................. 410
17.15 Ticketing Entries .................................................................................................. 411
Section 18 – Group Handling Procedures …………………….…………. 413 - 462

18 Introduction – Group Booking .............................................................................. 413
18.1 Objective.............................................................................................................. 413
18.2 General Procedures ............................................................................................. 413
18.3 Revenue Management, NRM Department Responsibilities .................................. 414
18.4 Reservations Responsibilities – Selling Stations .................................................. 414
18.5 Group Ticketing-Time-Limit .................................................................................. 414
18.6 Name Change...................................................................................................... 415
18.7 Group PNR .......................................................................................................... 416
18.8 Corporate Name in Group Name Element ...................................................... 416
18.9 Reservations Booking Designators (RBD) – Group Booking ................................ 416
18.10 OSI: Element in Group PNR ................................................................................ 417
18.11 Group PNR Creation - GN : ............................................................................... 417
18.11.1 Display a PNR (Initial Retrieval) ........................................................................... 420
18.11.2 PNR Retrieval Options ......................................................................................... 420
18.11.3 Group Name (GN:) .............................................................................................. 423
18.11.4 Readout Displays (RO:) ....................................................................................... 424
18.11.5 Readout Request Entry........................................................................................ 426
18.11.6 Various leg indicators:.......................................................................................... 428
18.11.7 Segment Line Description .................................................................................... 429
18.11.8 Response to a Hardcopy Request: ...................................................................... 433
18.11.9 Partially Confirm and Partially Waitlist Group Space ............................................ 433

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18.11.10 Cancel Names in a Group PNR without Decreasing Seats .................................. 435
18.11.11 Decrease of Number in the Group (XE:G)............................................................ 437
18.11.12 Cancel both Passengers and Unassigned Seats in a Group PNR ....................... 438
18.11.13 Group Firming Entry - GF :................................................................................ 439
18.11.14 Group Recap - GR : .......................................................................................... 444
18.11.15 Entering Flight with Related SSR Items for Meal Requests .................................. 447
18.11.16 Periodical Review of Group Confirmation/Finalization .......................................... 447
18.11.17 Group Seat Request (Application to All Groups In General) ................................. 448
18.11.18 Selling Stations – Confirmation and Finalization .................................................. 448
18.11.19 Group Seat Request – Individual Seating ............................................................ 449
18.11.20 Incentive Group Baggage Label ........................................................................... 449
18.11.21 Personalized Headrest Covers ............................................................................ 449
18.11.22 Personalized Menu Cards .................................................................................... 450
18.11.23 Welcome Aboard Announcement ........................................................................ 450
18.11.24 Corporate Video for Large Incentive Groups ........................................................ 450
18.11.25 Special Give-away ............................................................................................... 451
18.11.26 Special Arrangement for Immigration Clearance at KULAP ................................. 452
18.11.27 Group Incentive Handling Form (Form IGH) ........................................................ 452
18.11.28 Specimen of Incentive Group Handling (IGH) Form ............................................. 453
18.11.29 Deposit ................................................................................................................ 457
18.11.30 Procedures for Payment of Group Deposit........................................................... 457
18.11.31 MAS Appointed Non-Ticketing Agents ................................................................. 458
18.11.32 Deposit Payment Datelines .................................................................................. 458
18.11.33 Register For Group Deposit Collection ................................................................. 458
18.11.34 Cancellation and Refunds .................................................................................... 459

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INTENTIONALLY LEFT BLANK

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DISTRIBUTION ORGANISATION STRUCTURE
Distribution Department – Organization Structure
SENIOR GENERAL MANAGER

NETWORK REVENUE MANAGEMENT
Dr Amin Khan
ASSISTANT GENERALMANAGER
DISTRIBUTION
Abdul Mutalib Ishak
(KULRZMH)
EXECUTIVE
SECRETARY ADMINISTRATION
(KULRZMH)
MANAGER MANAGER MANAGER MANAGER

RESERVATIONS CALL CENTRE TICKETING BUSINESS
OPERATIONS SUPPORT CENTRE
(KULRBMH) (KULRQMH)
(KULRSMH) (KULR3MH)
CONTROLLER EXECUTIVE EXECUTIVE CONTROLLER

CONTROLLER EXECUTIVE
RESERVATION EXECUTIVE KL SENTRAL & KLIA & BUSINESS
TICKETING OUTBOUND/
SYSTEM INBOUND SUBANG PUTRAJAYA SUPPORT
SYSTEM TRAINING
(KULRXMH) (KULROMH) SKYPARK (KULRFMH) CENTRE
(KULRBMH) (KULRLMH)
(XKLRFMH) (KULR3MH)
RESERVATION CONTROLLER
STANDARDS COMPUTER
& RESERVATION
PROCEDURES SYSTEM - CRS
(KULRBMH) (KULRYMH)
CODE SHARE TELETYPE

OPERATIONS REJECT/SSFC
(KULRTMH) (KULRNMH)
SYSTEM-WIDE
LINES STATION
RESERVATIONS
HEADS
(109 MH STATIONS)
(_ _ _RRMH)

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Revised Date :-
DISTRIBUTION - AIRLINE BUSINESS PROCESS
Where is Distribution in an airline business process?
Touch Points
Purchase Pre-embarkation Embarkation In-flight Disembarkation
Click-In Internet
Booking
Booking & Ticketing Customer
 Call Center MH Call

 Ticketing Call-In Centers/
 Online Channel Reservations
Offices
 Travel Agents
(via CRS)
MH Ticketing
Walk-In Outlets/
Travel Agents

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Revised Date :-
DISTRIBUTION DEPARTMENT ROLES & RESPONSIBILITIES
Distribution Department - KUL
Major roles and responsibilities:
 Managing the system that drives all of MAS distribution channels

o MH/SITA Reservations and Inventory
o SITA Ticketing
 Managing the operations of our direct distribution outlets

o Call Center
o Ticketing offices
o Internet Booking Channel
 Ensuring the smooth running of MH/SITA systems and their interfaces with all
Global Distribution System (GDS) providers that connect to the travel agents
throughout the world
 Managing the indirect distribution channels

o Computerized Reservations System (CRS)
o Code Share
Reservations & Ticketing Standards and Procedures
Focus:
• Set Corporate Reservations & Ticketing standard and monitor to ensure service
standards are met
• Coordinate the setting up of Reservations & Ticketing reporting and monitoring
systems for all Reservations & Ticketing offices system wide
Key Business Activities :
 Setting and reviewing standards & procedures on Reservations & Ticketing

functions
 Issuing and maintaining Reservations & Ticketing Manuals
 Reservations Procedure Manual

 Ticketing Procedure Manual
 Pre&Post Departure Manual
 Codeshare Manual
 Reservations & Ticketing Training Manual
 SRDT Reservations & Ticketing Training Manual
 Monitoring standard & quality assurance

 Responding to complaints
 Training coordination for Reservations & Ticketing staff system-wide.

Date : 01JUL2009
Revised Date :-
Call Centre
Focus: Drive direct sales to Call Center
Inbound Services:
 Flight bookings
 Golden Holidays Bookings
 Enrich Enquiries
 Fare Enquiries
 Seat Bookings
 Special requests
 Travel Insurance (MHinsure)
 Telephone check-in
 Tele-payment
 Lost Baggage status enquiries
 Customer Support & Feedback
 Operator functions
 General Enquiries
 Staff Firm travel & SFTS
Outbound Services:
 Schedule Change Advice
 Booking Confirmation Advice
 Staff Duty Travel
 Hotel Reservations Advice
 Email Handling
Ticketing Operations
Focus: Drive direct sales to Ticketing

 Reservations & Ticketing for
– MAS flights
– MASWings
– Firefly
– Codeshare partner
– Government
 Ticket Reissuance
 Prepaid Ticket – In & Out
 Refunds
 Golden Holidays
 Staff Ticketing
 Special handling – Stretcher, Medical cases, Oxygen request
 Fare enquiries
 Australia Visa applications (ETAs)
 Travel Insurance (MHinsure)

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Revised Date :-
 IBF Kiosk- assistance rendered to customers with difficulties
Business Support Centre – BSC
Focus: Drive sales through Internet
• Reduce customer complaints and inconveniences on eCommerce

• Improve customer experiences on eCommerce sales support
• Protect IBE sales due to payment breakages
• Prevent revenue leakage due to fraud and chargeback
Key Business Activities:

Call Centre & Station Support
 Incident Investigation
 eCommerce issue resolution

Customer Email Response
 IBE support email correspondence
Support Customer Response Unit

 Incident Investigation
 eCommerce issue resolution
Website Support
 Manage website hosting vendor
eCommerce Operation Support

 eCommerce Sales support
 Refund/reversal
 Duplicate/System Error
 eCommerce fare issue
 Finance support/issues
 Administrations
 Maswings
eCommerce System Support

 Problem detection and diagnosis
 Escalation to IBE/ePG Tech Support
 Tracking of problem closure
 eCommerce systems monitoring
Other eCommerce Business Operations

 Manage IBE/ticketing/check-in kiosks
 Manage refund due to system error
 Manage Reversal due to system error or duplicates
 eCommerce Procedures and IDS Management
 Manage customer feedback/complaints to eCommerce development team.
 Web promise
 Enrich online redemption

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Revised Date :-
 Travel insurance
 A2A
Fraud Management
 Detection and mitigation
 Communication AO/Security
 Escalation to banks
 Stations support
 Maswings
 Manage fraud level
 Fraud investigation and analysis
 External/internal relation affairs
 Manage fraud parameter in ePG
 Enhancement/testing on fraud system
Chargeback Management
 Investigation on reported cases
 Information retrieval and reporting
 Manage chargeback level
 Negotiate chargeback cases with acquirers.
MH/SITA Reservations System
Focus: Administer Reservations system & other front-end application and back-end
functions at the highest & consistent level of performance at all times.
 Development, maintenance & support of reservations system
 Code Share automation : 23 airlines
Dynamic Code Share

AZ, BD, BI, CX, CZ, GA, GF, KA, KE, KL,MI, NH, QR, SA, SQ TG, UN
Block Space Code Share
AI, HY, MK, PR, UL, 8M
• Development and maintenance of front-end application system – SRDT

• Maintenance of Reservation database
MH/SITA Ticketing System
Focus: Manage SITA Ticketing

system to facilitate the sales of airline tickets and related products and services.
 Development, maintenance, distribution & of Ticketing System

Date : 01JUL2009
Revised Date :-
Computer Reservations System (CRS)
Focus: Distribute MAS product (seats) and related services globally through CRSs
participation at optimal cost via 10 GDSs :
Abacus, Sabre, Galileo, Amadeus, Infini, Worldspan, Apollo, Axess, Topas & Travelsky
Product Support & Positioning

 Maintain distribution of MH products via CRSs
 Participate in products that return maximum revenue to company
 Participate in products that bring cost savings to company
Billing & System maintenance

 Attain maximum revenue through CRSs distribution
 Implement measures that will bring cost savings to company
Services
 Ensure prompt clearance of queues and teletype reject messages and seat
selection
Distribution - Administration
Focus: Administer and coordinate request for establishment, equipments, asset

sectional budget.

 Admin support
 Establishment
 Equipment and Asset
 Reports
 Budget

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Revised Date :-
MALAYSIA AIRLINES RESERVATIONS OFFICES
Malaysia Airlines Reservations Offices” System-Wide (Total: 109 stations)

DISTRIBUTION DEPARTMENT
Reservations
Standards & Procedures
KUL
MH ONLINE STATIONS = TOTAL: 72
MALAYSIAN ASEAN NORTH SOUTH AFRICA/ UK/EUROPE AUSTRALIA/ NORTH/SOUTH

DOMESTIC ASIA ASIA MIDDLE EAST NEW ZEALAND AMERICA
PENINSULAR MH OFFICE MH OFFICE MH OFFICE MH OFFICE MH OFFICE MH OFFICE MH OFFICE

• AOR • BKK • BJS - • BEY • AMS • ADL • BUE
• JHB • BWN • CAN • CPT • FRA • AKL • LAX
• KBR • DPS • HKG • DUR • LON • BNE • NYC
• KUA • HAN • KHH • IST • PAR • MEL
• KUL • HKT • OSA • JED • ROM • PER
• LGK • JKT • SEL • JNB • SYD
• PEN • MES • SHA
• TGG • MNL • TPE GSA OFFICE GSA OFFICE GSA OFFICE GSA OFFICE GSA OFFICE
• STO - -
• PNH • TYO • BLR • DXB
SABAH • BOM
• REP • XMN
• BKI • RGN • CMB
• LBU • SGN GSA OFFICE • DAC
• TWU -
• SIN • DEL
• SDK • SUB • HYD
SARAWAK • KHI
GSA OFFICE • MAA
• KCH • CEB
• MYY • MLE
• SBW
• BTU OFFLINE STATIONS = TOTAL: 37
ASEAN NORTH SOUTH AFRICA/ UK/EUROPE AUSTRALIA/ NORTH/SOUTH

ASIA ASIA MIDDLE EAST NEW ZEALAND AMERICA
GSA OFFICE GSA OFFICE GSA OFFICE GSA OFFICE MH OFFICE GSA OFFICE GSA OFFICE
• BDO • PUS • AMD • AUH • BRU • NOU • SCL
• BTM • CGP • BAH • DUB
• JOG • KTM • CAI • MAD
• PDG • LHE • DAM • MAN
• ISB • DOH • ZAG
PSA OFFICE
• PNQ • KWI • ZRH
• QNL (MNL) • QJU • MCT
• TRZ • MRU GSA OFFICE
• TAS • CPH
• HEL
• GOT
• MIL
• OSL
PSA OFFICE
• ATH
Note: “ONLINE” Station - MH operates its flight to the city and maintain its own
Reservations office
“OFFLINE” Station - MH does not operate to the city but only maintain a
Reservations/ Sales office.
Under the above two scenarios, the Reservations office at the city may be operated by MH own
office and personnel or the office may be operated by an appointed General Sales Agent (GSA).

Date : 01JUL2009
Revised Date :-
REVISON HISTORY
Revision History
Version Date Amendment Updated by Remarks

Date : 01JUL2009
Revised Date :-
GLOSSARY OF TERMS
Glossary of Terms
AFTN
Aeronautical Fixed Telecommunications Network.
AIRIMP
ATA/IATA Reservations Interline Message Procedures – Passenger
AIRLINE DESIGNATORS
May be comprised of two or three characters. In the case of two-character designators,
they may consist of two alpha characters, one alpha with one numeric, or one numeric
with one alpha, but never two numeric. In the case of CRS suppliers they may only
consist of one numeric with one alpha and the numeric character may only be a „1‟. In
the case if three character designators, they must always contain three alpha characters.
ALTERNATIVE RESERVATIONS
An alternative reservations is a definite reservations of space on a flight other than the
one originally preferred by the passenger(s).
AVN
Advice numeric flight availability status.
AVS
Advice status of flight availability.
BOARDING AIRLINE
The Airline on whose flight the passenger is to be carried from a boarding point.
BOARDING MEMBER
The airline on whose flight the passenger is to be carried from a boarding point.
BOARDING POINT
The point at which a passenger is scheduled to embark on a flight of the boarding airline.
BOOKING
The record, either in paper or electronic form, of the accommodation held for a
passenger on a given flight.
BOOKING AIRLINE
The member with which the passenger made his original reservations or with which
additional reservations were made after commencement of the journey. Where a
booking is made with or through, or is handed over to CRS, the CRS will be considered
as the “BOOKING MEMBER”.
BOOKING MEMBER
The member with which the passenger made his original reservations or with which
additional reservations were made after commencement of the journey. Where a
booking is made with, or through, or is handed over to CRS, the CRS will be considered
as the “BOOKING MEMBER”

Date : 01JUL2009
Revised Date :-
GLOSSARY OF TERMS
CARRYING AIRLINE
Any airline on which the booking airline has requested space, on one or more of its
flights, to be held for a passenger.
CHECK IN TIME
The latest time by which a passenger may report for departure at the city terminal or
airport and can be accepted for travel. It allows the minimum time for Airport Operations
check-in staff to complete all departure formalities.
CLOSE OUT PERIOD

The period during which the specified facilities are withdrawn.
CO-HOST AIRLINE (CARRIER)

An airline whose schedules and availability are stored on a preferential basis in the
system of another airlines. A co-host arrangement may include additional features.
CO-HOST
This is a contractual agreement between airlines for displaying airline schedule and
availability and provide additional services to travel e.g. HELP DESK Assistant and
Marketing Information.
COMMON CITY
A city where both the requesting and addressed airlines maintain a reservations office.
COMMON COMMUNICATION FACILITIES

Telephone facilities local or toll free telephone and/or shared telecommunications
facilities i.e. SITA Interconnect/Shared Teletype/E-Mail/Intranet/Website/Mobile Phone.
COMPUTER GENERATED DOCUMENT NUMBER

A document number that is computer generated and printed on the document at the time
of issue. The airline code and form code may be preprinted with the serial number being
computer generated.
COMPUTER RESERVATIONS SYSTEM (CRS)/GLOBAL DISTRIBUTION SYSTEM

(GDS)
A computerized system containing information about schedules, availability, fares and
related services and through which reservations can be made/or tickets issued and
which makes some or all of these available to subscribers.
CONTINUING ITINERARY
All remaining segments or portions of an itinerary beyond and designated point or gap.
CONTROL STATION
It is a station chosen by reason of its sales potential, geographical location or its
administrative resources to control the sale of all seats over all routes.
CRS/GDS SUPPLIER
Any entity and its affiliates that own in whole or in part a CRS.

Date : 01JUL2009
Revised Date :-
GLOSSARY OF TERMS
DELIVERING AIRLINE
The airline on whose flight a passenger will travel to an interline point, stopover point or
gap.
DEPLANING POINT
The point at which the passenger is schedule to disembark from a flight of the boarding
airline.
DEPARTURE CONTROL SYSTEM (DCS)

An automated method of performing check-in, capacity and load control and dispatch to
flights.
DEPORTEE
A person who has entered a country (either legally or illegally) and who now has been
formally ordered by the authorities to be removed from that country.
DIRECT ACCESS SYSTEM

A system which enables a user to have real time direct access to other airline systems
through a prime host airline system.
DIRECT ACCESS
Direct access is an airline reservations system added ability to seek and display real
time information from other hosts. These display include availability fares data retrieval
system seat map and flight information.
DUPLICATE RESERVATION
A condition which arise when two or more reservations are made for the same
passenger(s) when it is evident the passenger(s) will be able to used only one. A request
to change a reservation, which involves the holding of space on one flight pending
confirmation of an alternative reservation, does not constitute a duplicates reservation.
FIRMING
A procedures whereby an airline at a boarding point, contacts passengers holding
reservations to ensure they actually intend to use the accommodation being held for
them.
FREE SALE AGREEMENT

A bilateral or multilateral agreement between Members or between members and CRSs
which permits in accordance with the terms of agreement, immediate confirmation of
space without the necessity of maintaining space availability information.
GAP
That part of an itinerary, which involves transportation by a means other than by a
schedule air service. The distance between two airports servicing the same city does not
constitute a gap.

Date : 01JUL2009
Revised Date :-
GLOSSARY OF TERMS
GENERAL SALES AGENT (GSA)

A person including and individual, partnership, firm, association, company or corporation
who has been delegated authority in respect of passenger sales for the appointing airline
either or through sub-contraction.
GO SHOW
A standby passenger who is accepted for travel at the last minute.
GROUP
When used in the Interline Reservations context, ten or more passengers, excluding
infants, traveling together.
GROUP NAME
A unique name assigned by the booking airline for the purpose of establishing identity of
traveling together over segments.
HOSTED AIRLINE (CARRIER)

An airline, which utilities the facilities of another system to process on an inventory basis
reservations and other passenger, related information.
IATA
International Air Transport Association.
INADMISSIBLE PASSENGER
A passenger who has arrived into a country on a flight but is refused admission by the
authorities of that country.
INCAPACITATED PASSENGER
A passenger whose physical medical or mental condition requires individual attention on
embarking/disembarking. During flight in an emergency evacuation or during ground
handling which is not normally extended to other passengers.
INTERCHANGE FLIGHT
A flight that is operated by two or more airlines using the same aircraft, which gives the
passengers the benefit of, a through service from the boarding point to the deplaning
point.
INTERFACE
A translation function between a user and a system or between a user and a number of
systems or between two or more systems.
INTERLINE
Used in conjunction with another word to describe anything involving two or more
airlines e.g. Interline Itinerary, interline reservations, interline point, interline transaction,
etc.
INTERLINE POINT
Any point in an itinerary at which the passenger is to change from a flight of one airline
to a flight of another whether a connection or stopover is involved. All airports through

Date : 01JUL2009
Revised Date :-
GLOSSARY OF TERMS
which a city or adjacent city are served by an airline are considered as a single interline
point.
ITINERARY
The sum of all portions of a passenger‟s journey, from the beginning to the end, even
though separated by a gap or gaps.
LATE CANCELLATION
A reservations that is cancelled too closed to the scheduled departure time of the flight
to allow the airline to effectively offer the space that becomes available for resale.
LEG
The journey between two consecutive schedule stops on any given flight.
LOCAL PASSENGER
A passenger who is in contact with the local office of an airline, either directly, through
another person, through a travel agent or through the local office of another airline.
LOCAL RESERVATIONS
A reservations for a passenger who has booked either directly with the local office of an
airline, through a local travel agent or throughout the local office located in the same
metropolitan area or the area served by the airport of the city in which the local office is
located.
MECHANISED CITY
An office, part of an office or group of offices equipped with a computer agent‟s set and
assigned with a city code.
MEMBER IN CONTROL OF PASSENGER

The member or the CRS with whom a passenger is presently doing business locally and
with respect to whom the passenger has become a local passenger or the Member
whose service will next be used by a passenger en route.
MISCONNECTION
A passenger who, due to the late arrival or non-operation of his/her original delivering
flight arrives at the interline point by his original delivering flight, an alternative flight or
surface transportation, too late to board his/her original receiving flight.
MIXED CLASS TRAVEL

This generally refers to those passengers who voluntarily or involuntarily break their
class of travel at stopover points.
MULTI-ACCESS SYSTEM
A system, which enables a user to have real time direct access to a variety of airline
systems through a common switching center and/or interface.
MULTI-HOST SYSTEM
A system that provides more than one airline with the facility to process, on an inventory
basis, reservations and other passenger related functions.
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Revised Date :-
GLOSSARY OF TERMS
NON-CARRYING AIRLINE/NON-PARTICIPATING AIRLINE

An airline who, although handling a passenger‟s reservations(s), will not participate in
the itinerary.
NO RECORD PASSENGER
A passenger who presents a ticket indicating reserved space but the boarding airline has
no record of ever having confirmed or received a reservation for that space.
NO-SHOW PASSENGER
A passenger who falls to joint a flight on which he/she holds reserved space for reasons
other than misconnections.
OFF-LINE SELLING STATION

A station, which has been given reservations selling facilities on routes and services
which do not operate from that station.
ON-LINE
Used in conjunction with another word to describe anything involving carriage on the
services of a single carrier, e.g. On-line itinerary, on-line reservations, on-line
connections, etc.
ORIGINATING AIRLINE
The airline transporting the passenger over the first portion of an itinerary.
OVERBOOKING
The situation, which exists when more seats have been reserved on a flight than are
allowable for sale.
PARTICIPATING AIRLINE
Any airline on which the booking airline has requested space, on one or more of its
flights, to be held for a passenger.
PASSENGER NAME RECORD (PNR)

A record of each passenger‟s travel requirements which contains all information
necessary to enable reservations to be processed and controlled by the booking and
participating airlines.
PITCH
The distance between the front edge of one seat in any upright position to the front edge
of the seat immediately behind in an upright position.
PNR ADDRESSES/REFERENCE
A term used to designate an alpha-numeric code referring to a specific area in the
memory of an automated reservations system in which a given passenger name record
is stored.
PORTION
Within an itinerary, a single segment or consecutive segments (including any gaps) on
the services of any other airline.
Date : 01JUL2009
Revised Date :-
GLOSSARY OF TERMS
PREDESIGNATED POINTS
Those locations to which messages to specified airlines are to be addressed.
PRE-FLIGHT CHECK
An internal procedure whereby an airline undertakes checks of its reservations records
to eliminate duplicate reservations, incorrect recordings or other errors.
PREPAID TICKET ADVICE (PTA)

The notification by teletype, commercial wire or mail, that a person in one city has
requested issuance of prepaid transportation, as advised in the PTA, to a person in
another city.
PRIME HOST AIRLINE (CARRIER)

The airline which controls the system in which other airlines are hosted.
PROTECTING RESERVATIONS.
A tentative reservation on an airline other than the one originally preferred by the
passenger which is subject either to cancellation or change to a definite reservations, on
the demand of the airline holding the tentative reservation.
QUALITY CONTROL
The method of reviewing performed work to determine if a particular function is being
performed accurately and in accordance with established procedures.
QUOTA SALE
The specific maximum number of seats which a selling station can sell at any one time
on any one flight without reference to the control station when the status of the flight is
“OPEN”
QUOTE AVAILABILITY AGREEMENT

A bilateral or multilateral agreement between airlines which permits each signatory to
book another airline‟s space by checking the availability of the required flight through a
local or toll-free telephone call, then sending an appropriate reservations message to the
airline concerned.
REAL TIME
A computer system which processes the input and gives a response immediately or
within seconds.
RECEIVING AIRLINE
The airline on whose flight a passenger is to travel from an interline point or gap.

Date : 01JUL2009
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GLOSSARY OF TERMS
RECONFIRMATION
A procedures used by some airlines whereby passengers, under certain given
circumstances, are required to advise those airlines of their intention to use the space
reserved.
RESERVATIONS
The record, either in paper or electronic form, of the accommodation held for a
passenger on a given flight.
RESERVATIONS BOOKING DESIGNATOR

The code used in reservations transaction to identify a compartment in an aircraft and/or
a special inventory control.
RESERVATIONS RECORD
Same as “Passenger Name Record”.
ROUTE STATION
A station through or which a service operates.
SCATTERSHOT
The procedure of making reservations by dealing with one or more airline offices or
CRS‟s, independently of other airline offices, or CRS‟s, and which results in one or more
airlines offices, or CRS‟s, not having a record of the passenger‟s complete remaining
itinerary including the current status of each segment.
SCHEDULE AIR SERVICE

A service offered by an airline which is displayed in an official airline guide, has a two-
character or three-letter airline designator and operates between points having three-
letter city/airport codes
SCHEDULE CHANGE
Any modification to the operation of flight, which may require passenger notification. This
may be a change in arrival or departure times, flight number, levels of service, frequency
of operation, routing etc. a city‟s conversion to or from daylight time only constitutes a
schedule change when the conversion result in a change in the arrival or departure time
of a flight.
SEGMENT
A leg or group of consecutive legs from the boarding point of a passenger to the
deplaning point on given flight.
SELL AND REPORT AGREEMENT

A bilateral or multilateral agreement between members or between members and CRSs
which requires signatories to exchange and maintain information relative to the
availability of space on selected flights and between specified points. It requires each
signatory upon receipt of a request for reservations on the flight(s) of another signatory
to advise the persons requesting the reservations the know availability and under the
terms of the agreement report the transaction to the airline indicating the action to be
taken in accordance with the know availability.

Date : 01JUL2009
Revised Date :-
GLOSSARY OF TERMS
SELLING OFFICE
The office of an airline to which payment is made by a purchaser for the issuance of a
PTA.
SERVICING AIRLINE
An airline whose computer reservations system is used to make reservations and print
(or to acquire ticketing data to print) neutral tickets either on its own behalf or on behalf
of other airlines. A servicing airline shall also act as a ticketing airline.
SHIPSIDE SALE(S)
Sales made by stations at the last moment when seats are available or because of “No-
Show” or late cancellations.
SINGLE ACCESS SYSTEM

A system in which a user has real time direct access to a single airline‟s system or a
single CRS.
SITA
Societe International de Telecommunications Aeronautique.
SOLD MESSAGE
The report of a sale made under a sell and Report, Freesale or Quote Availability
Agreement.
SPECULATIVE GROUP (SPEK)

A group is defined as speculative when the number of passenger in the group is
considered by the booking at the time space is requested/sold to be subject reduction or
cancellation.
SPLIT CLASS TRAVEL

Always on an involuntary basis and means a break of class within a segment when the
class of travel is not available for that complete segment.
STANDBY
A potential revenue passenger who presents himself/herself at the designated check-in
location and who is prepared to travel if space is available.
STOPOVER
A deliberate interruption of a journey by a passenger at a point between the place of
original departure and place of destination which was agreed to in advance by the
airline.
SUBSEQUENT SEGMENT
In relation to a price segment, any segment(s) that have the same or later date and are
not the arrival segment to the prime segment.
TICKETING OFFICE
The office of an airline to which a PTA has been sent and which is authorized to issue
tickets.

Date : 01JUL2009
Revised Date :-
GLOSSARY OF TERMS
TICKETING TIME LIMITS

The time as agreed with the airline by which a passenger must secure his/her ticket for
his/her confirmed reservations. The passenger meets this requirement by purchasing a
ticket, which indicates his/her reserved space, or by having a previously issued ticket
revalidated or reissued to reflected the reserved space.
agreement, other carriers sends to MAS Reservations System the FIRST AVS status
message, which restricts any portion of a flight/class/date. The entire flight/class/date is
then regarded as being on REQUEST.
Response to sales agent direct segment entries will be „NN‟ or „SS‟ depending on the
status of the flight. Any AVS closing status (CR, CN, CL, or CC) will be interpreted by
MAS Reservations System as CR.
UNMECHANISED CITY
An office having no Reservations computer equipment linked to MAS Reservations
System.

Date : 01JUL2009
Revised Date :-
GLOSSARY OF TERMS

Date : 01JUL2009
Revised Date :-
SECTION 1 - RESERVATIONS SERVICE STANDARDS
SECTION 1 – RESERVATIONS SERVICE STANDARDS
1 Reservations & Telephone Sales Service Standards
Following are the Reservations Telephone Sales service standards to be

adhered by all Malaysia Airlines Reservations staff at stations system-wide.
1.1 Call Response
Standard - 90% to caller within 4 bells/rings or 10 seconds, 90% of the

time
Objective - To provide prompt and efficient telephone service
Method of achievement
 All supporting systems to be in place

 Systems reliable and available all the time
 Sufficient lines
 Product information received and updated on time
Method of measurement
 ACD - Automatic Call Distribution

i. ACD reporting
ii. Test Calls
 Key Phone Sequencer

i. Key Phone Sequencer reporting
ii. Test Calls
 PABX
i. Manual recording
ii. Test Calls
 Direct Line
i. Manual recording
ii. Test Calls

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Revised Date :-
1.2 Call Queue
Standard - 10% of possible situation when the above set standards

are not met.
 To be served within 30 seconds for stations with ACD

system
 For stations without ACD system, this standard is not
measureable
Objective - To ensure customers are attended to with minimum waiting

time

 Sufficient lines
 Sufficient trained staff

i. ACD reporting
ii. Test Calls

iii. Test Calls
 PABX
i. Manual recording
iii. Test Calls
 Direct Line
i. Manual recording
ii. Test Calls
1.3 Transaction Time
Standard - Booking transaction completed within 03 minutes

Involving 02 flight segments or less, at the average)
Booking transaction completed within 06 minutes

(Involving 02 or more flight segments, at the average)

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Revised Date :-
Objective - To provide prompt and efficient service


i. ACD reporting
ii. Test Calls

ii. Test Calls
 PABX
i. Manual recording
ii. Test Calls
 Direct Line
i. Manual recording
ii. Test Calls
1.4 Abandoned Calls
Standard - Does not exceed 2% of the calls accepted
Objective - To completely minimize abandoned calls

 ACD reporting (For stations without ACD system, the standard is not
measureable)

Date : 01JUL2009
Revised Date :-
1.5 Courtesy
Standard - 100% of the calls answered courteously
Objective - To provide courteous service
 Selection of right candidates

 Clear telephone lines
 Test Calls
 ACD call monitoring
 Course results
1.6 Product Knowledge
Standard - 100% of staff to be knowledgeable in Reservations

procedures, systems and products
Objective - To provide prompt and efficient service

 Test Calls
 Course results
1.7 Language Fluency
Standard - 100% in language fluency, 80% of customers to rate as

good

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Revised Date :-
Objective - To communicate effectively and professionally with

customers
 Selection of right candidates

 Test Calls
 Course results
1.8 Initiatives
Standard - 100% selling skills on relevant information, products and

offering alternative, 90% of customers to rate as good
Objective - To provide effective and efficient service

 Test Calls
1.9 Completeness Of Transaction
Standard - 100% of booking requirements are observed
Objective - To ensure all booking transactions are complete


Date : 01JUL2009
Revised Date :-
 Test Calls
The above Reservations & Telephone Sales Service Standards has been defined into
two categories:
i. Quantitative Service Standards

Performance are measurable and able to produce reports on staff achievement
ii. Qualitative Service Standards

Soft skills aspects of the staff which are not measurable but can be monitored
(Please refer to the next page on “Qualitative & Quantitative” standards)

Date : 01JUL2009
Revised Date :-
1.10 Qualitative & Quantitative Standards
QUALITATIVE STANDARDS QUANTITATIVE STANDARDS

 Call Response – Standard  Courtesy - Standard
90% to caller within 4 bells or 100% of the calls answered
10% seconds, 90% of the time courteously
Objective : To provide prompt and Objective : To provide courteous

efficient telephone service service to our customer
 Call Queue – Standard  Product Knowledge - Standard

10% of possible situation when the 100% of staff to be knowledgeable in
above set standards are not met. Reservations procedures, systems and
products
Objective - To ensure customers are
attended to with minimum Objective : To provide prompt and
waiting time efficient service to our
customers
 Transaction Time - Standard
Booking transaction to be completed  Language Fluency - Standard
within 3 minutes (2 segments) and less, 100% in language fluency – 80% of
average. customers to rate as good
Booking transaction involving more than
2 segments, to be completed within Objective : To communicate effectively
6 minutes, average. and professionally with
customers
Objective : To provide prompt and
efficient service  Initiative - Standard
100% of selling skills on relevant
 Abandoned Calls – Standard information, products and offering
Does not exceed 2% of the calls alternative, 90% of customers to rate as
accepted good
Objective - To completely minimize Objective - To provide effective and

abandoned calls efficient service
 Completeness Of Transaction
Standard - 100% of booking
requirements are observed
Objective - To ensure all booking

transactions are
complete

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RESERVATIONS SERVICE STANDARDS

Date : 01JUL2009
Revised Date :-
SECTION 2 – SPECIAL HANDLING PROCEDURES
2 Special Handling Procedures
2.1 Unaccompanied Minor - UMNR
Definition
An Unaccompanied Young Passenger “UYP” is a child who has reached the 5th
but not the 15th birthday and is not accompanied by his/her parents, guardians or
a passenger aged 18 years or more.
2.1.1 Introduction
Special handling regulations and reservations procedures apply to the carriage of

UYPS who have not reached their 15th birthday.
MAS will only accept responsibility for children in this category between
the airport of embarkation and destination. Parents / guardians must also
be thoroughly briefed on the importance of arranging for the children to be
met at the airport of their destination.
Unaccompanied young passengers may be accepted to travel on both Domestic

and International services unless specified and subject to the regulation detailed
under condition of acceptance and procedures outlined below.
For the purpose of this UYP procedure, domestic service shall be treated as
services within Malaysia Singapore and Brunei. All other services will be termed
as International services.
2.1.2 General Regulation
Unaccompanied Young Passengers must not be booked on flights which involve

a transfer with a stopover exceeding 24 hours unless the parents or guardians
have arranged for child to be met and cared for at the transfer point.
All travel and health documents required for the journey must be in order before
the child can be accepted for unaccompanied travel. The responsibility of
obtaining the necessary travel and health documents rests solely with the
parents or guardians.
When other airlines are involved the regulations of the carrying airlines must be
observed. It will become necessary to apply to the particular carrier concurrence
for approval to uplift UYP on its services.
Parents / guardians should be advised at the time of booking that the

person accompanying the child to the airport should remain at the airport
until the aircraft has departed.

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Revised Date :-
2.1.3 Conditions Of Acceptance
2.1.3.1 Age Requirements And Regulations

The following conditions govern the acceptance of children in different age
groups. The age limits given in this section refer to MAS on-line acceptance and
handling regulations.
They may differ from and should not be confused with the age limits and
regulations on which children‟s fare are based.
2.1.3.2 Have Not Reached The 5th Birthday
A child that has not reached the 5th birthday must not be accepted for
unaccompanied travel UMNR under any circumstances. A child below 5 years
travelling alone must be accompanied by a stewardess escort.
2.1.3.3 Children Between 5 and 7 Years Of Age
A child within the age group outlined above can be accepted for unaccompanied
travel on a flight subject to the approval from Reservations Heads of stations or
Area/District Managers in stations where there are only Reservations Officers
and provided the arrangements for meeting the UYP at the deplaning point are
satisfactory. In the event of last minute request at the airport, Station Manager
will be the approving authority.
The parents or guardians must give an assurance that the child will be met on
arrival and advise MAS of the name and address of the person meeting the child.
These and other relevant details must be signaled to the Reservations Office at
destination. The child should only be accepted on confirmation being received
from the destination station that the person meeting the child has been
contacted.
2.1.3.4 Children Between 7 and below 12 Years of Age
They may be accepted on flight not involving a stopover exceeding 24 hours. If

the stopover is exceeding 24 hours the parents or guardians must confirm that
they have arranged for someone to meet and care for the children at the
stopover point.
2.1.3.5 Children Between 12 and below 15 Years of Age
They will be extended UYP treatment if specially requested by the parents or

guardians.

Date : 01JUL2009
Revised Date :-
2.2 Undertaking By Passenger Acting As Escort
A child below 15 years of age traveling with a passenger aged 15 but below 18
years will still be considered as unaccompanied. However, any child including
deaf and dumb below 15 years of age will not be considered as unaccompanied
if the child is accompanied by a male or female passenger who is not the child‟s
parent or guardian aged 18 years or more. Such travel will be subject to the
conditions details below.
2.2.1 Written Agreements By Parent / Guardian
2.2.1.1 The Parent / Guardian
The written authority by the parent / guardian indicating the escort is a relative or
friend known personally to the child except for MAS escorts must clearly state
that the parent / guardian has agreed to place the responsibility for the care of
the child in the hands of the escorting passenger. This document must be
attached to the child ticket and a copy retained by the selling stations.

Date : 01JUL2009
Revised Date :-
2.2.1.2 The Passenger Escorting The Child
A written undertaking is obtained from the escorting passenger acknowledging

that he/she will take care of the child from the point of origin until delivered into
the custody of a parent or guardian at the destination point. This document must
be retained by the selling station and a copy attached to the child ticket. A
Performa of the written undertaking must be as shown below. This Performa
should be produced locally.
UNDERTAKING BY PASSENGER ACTING AS ESCORT TO CHILD
I, ________________________________ holder of ___________________________
(Name of passenger/ Identification document No) is a passenger with Malaysia Airlines
flight between _________________________ and ________________________ on
flight(s) details _____________________________ is responsibility of the care of the
child ______________________________ (Name of child placed in my custody by
his/her parents/guardian), from the time of departure from ______________________
(Airport Name at departure), __________________________________ (Airport name
at destination) until the child is delivered into the care of ________________________
(Name/ID No) at ______________________________ (Name of City).
Signature : ___________________
Place : ___________________
Date : ___________________
It must be made clear to parents and escorts that the escort is responsible for the
child during the entire journey until handed over to the parents / guardians at the
destination. Under no circumstance may a child in this category be handed over
to MAS staff at station or airport of origin, transit, transfer or destination.

Date : 01JUL2009
Revised Date :-
2.3 Deaf And Dumb
The general regulations and procedures on deaf and dumb children traveling
unaccompanied are the same as those of normal children. However, as more
care should be given to these children, the following conditions of acceptance will
apply.
All concerned must be notified in accordance with the instruction under

“Notification” when passengers in either the above categories are booked to
travel. Deaf and Dumb children under 15 years of age traveling alone may be
accepted subject to the rules and regulations appearing under – Unaccompanied
Young Passengers.
Informatively, all deaf and dumb passengers traveling on MAS Domestic service
within Malaysia are entitled to 50% discount on the Normal Economy Class One-
Way or return fares. A declaration, i.e. Orang Kurang Upaya (OKU) identification
card authenticated by society/home of the disabled in Malaysia must be
presented to MAS prior to issuance of tickets.
Unaccompanied deaf and dumb children can only be booked to travel on
Domestic services only.
2.3.1 Have Not Reached The 7TH Birthday
 A deaf and dumb child within this category must not be accepted for
unaccompanied travel under any circumstances. The child must always be
accompanied by a male or female passenger, ages 18 years or more, in
which case the accompanying passenger must execute an undertaking as
spelt out in paragraph 4.2 above. Alternatively, the facility of stewardess
escort service should be examined.
 At the time of booking, include the following in the supplementary element of

passenger name record.
Entry: OSI: MH DEAF AND DUMB /AMIRUL 6YRS ACCOMPANIED BY

SALLEHMRS
2.3.2 Reached The 7TH But Not The 15TH Birthday
The parent or guardian must give an assurance that the child will be met on
arrival and advise MAS of the name and address of the person meeting the child.
These details and other relevant information must be signaled to the reservations
office at destination. The child can only be uplifted subject to confirmation being
received from the destination station that the person meeting the child has been
contacted.

Date : 01JUL2009
Revised Date :-
2.4 Procedures – Reservations Handling
2.4.1 PNR Creation For UYP – Seat Selection / Facility Control (SSFC)
Number of UMNR booking per flight is controlled by SSFC in the system. All
seats designated for UMNR are fixed and the mechanized stations are to book
the UMNR facilities directly in the system during the UYP PNR creation. All
mechanized stations are to book the UMNR facilities directly in the system. The
following information are to be included in remark when creating the PNR:
 Name and address of parent or guardian at the point/country of embarkation

for correspondence and pre-departure briefing purposes.
 Name and address of parent or guardian at the point/country of

disembarkation.
 Ticket issue details with request to collect any student certificate
 Any other essential information
And perform the following entries to book the UMNR facility
i.Request for seat availability display
Entry: ADM:3
ii.Book the facility seating
Entry: ASR: 3/5A/P1
iii.Book the facility with description
Entry: SSR:3 UMNR MH NN1.DEAF AND DUMB
Note: Remember always book the seat before the facility description.

Date : 01JUL2009
Revised Date :-
2.4.2 Seat Allocated To Unaccompanied Young Passengers
AIRCRAFT TYPE SEAT NUMBERS TOTAL
B747 – 400 30ABC 31ABC 32ABC 33ABC 12 SEATS
A330 10ABC 11ABC 12AB 14AB 15AB 10 SEATS
B737 – 400 5ABC 6ABC 7ABC 09 SEATS
B777 – 200 14AC 15AC 3AC 06 SEATS
F50 2AC 3AC 04 SEATS
Note:
As there is no seat selection facilities for UMNR in the FRCL and GCCL of our
services, the UM must still be assigned with a specific seat together with the
input of UMNR facts.
2.5 Name And Address Of Parent Or Guardian At The Point / Country Of
2.5.1 Disembarkation
Selling stations must be extremely careful when arranging accommodation for on

line stopover connections.
To ensure transfer points discharge their responsibilities, as requests should

always be directed to transfer points. Do not for unaccompanied young
passengers even when the hotel account is for passenger. Where complimentary
accommodation is involved hotel accommodation will not be pre-booked but
always requested from the transfer point.
The message must indicate that the child is unaccompanied by having the code
UM included immediately prior to STPC.
2.6 Firm Check On UYP Travel
Cancellation of the UYP booking for reason on non-reconfirmation or any other

reason is strictly prohibited unless receive specific instruction to cancel the
booking by the parent or guardian.
2.7 Embarkation Station
Where unaccompanied young passengers are transferring from a connecting

flight on line or interline reservations should check if that passenger is on the
incoming flight and ensure airport handling is advised that the passenger is

Date : 01JUL2009
Revised Date :-
unaccompanied detail of stopover accommodation must be included when

appropriate.
Unaccompanied young passengers booked locally or joining locally on return
reservations made by another station must be thoroughly briefed. The
embarkation station will ensure that the travel. Full briefing on pre-departure
formalities and documentation must be given.
Contact information should be available from local records, the passenger name
record and form 70601.
After briefing has been confirmed and definite travel is known, the embarkation
station will ensure that each unaccompanied young passenger is issued with a
young passenger wallet form 70601. this wallet is distinctively coloured yellow
and contains 6 copies of the young passenger information and the declaration of
parent / guardian which list:
i. Passengers family name, given name, age, sex and permanent

address/phone number.
ii. Details of journey covered by the ticket – including open dated return
reservation.
iii. Name, address, telephone number of person:
 Sending off on departure

 Meeting and sending off at stopover point
 Meeting on arrival
iv. Language spoken/special instructions – e.g. diet, tendency to sickness,

etc
v. Issuing office and reference
vi. Action by traffic and cabin crew personnel;
vii. Taken must always be affixed inside the young passenger wallet as
indicated.
viii. The parent / guardian is requested to read the declaration and complete
accordingly.
2.8 Distribution Of YPTA Form - 70601
The processing the distribution of the YPTA Form 70601 is as follows:
i. Uplifted by traffic check-in counter at the station of embarkation for action and
retention
ii. Uplifted by traffic escort staff after hand over to the cabin crew – staff
concerned are to complete the portion action traffic / cabin crew accordingly
iii. Uplifted by cabin crew after hand over to traffic escort staff at station of
transfer and/or turnaround. Staffs concerned are to complete the portion
acting traffic/cabin crew accordingly. At station transfer, traffic will be required
to pass one coupon to on carrier if applicable
iv. Uplifted by traffic escort staff after obtaining parent/guardian signature on the
form

Date : 01JUL2009
Revised Date :-
v. If a return journey is involved, the station of turn around traffic must uplift and
additional copy and forward it to local reservations office for raising a fresh
YPTA for return journey
vi. Passengers copy
Note:
 If the unaccompanied young passenger use more than 2 flights outward
of inward, an extra form 70601 with all relevant details must be raised
 Traffic and cabin crew are required to initiate signatory on handover of
children on the appropriate column of the coupon
 The station issuing the YP folder or after receiving a copy from the travel
agent is to update accordingly under RMK of the PNR.
2.9 UM Advice
Reservations will initiate a UM advise not later than 48 hours before flight
departure from the point of origin. This advise is only to be dispatched when the
UM is traveling from a Non-DCS stations.
Following are the list of SDCS station:
DOMESTIC INTERNATIONAL
KUL LBU LGK SYD LHR BNE
TWU KUA TPE MEL CGK
TGG KCH SUB LAX MES
KBR LDU SIN KIX EWR
SDK JHB PER KHH AKL
SBW IPH NGO DPS ADL
PEN BTU MNL IST
MYY BKI MLE FCO
The UM advice is to be dispatched to the following addresses:
 Traffic at the point of embarkation, route stations, turnaround, and

disembarkation
 Reservations at route stations, turnaround and disembarkation
 In the case of KUL
KLIA-KUL - KULKPMH
KULK1MH
Reservations - HDQRRMH
The text of the UM advice should be in the following format:
i. Heading – UM advice
Date : 01JUL2009
Revised Date :-
ii. Passengers name followed by age

Itinerary
iii. Name and address with telephone contact of person sending off on
departure
iv. Name and address with telephone contact of person meeting and sending
off at stopover points
v. Name and address with telephone contact of person meeting on arrival
vi. Any special requirement/instruction
The sender of the advice is to indicate under RMK of PNR that:
e.g. RMK: UM ADV SENT/ MH181Y1OCT/MH180Y07NOV/17SEP09
1. Sector
2. Date/time of UM adv sent
2.10 Turnaround Station Responsibility – Return Reservations
When a return journey is involved, the airport handling office at the on-line station
of turnaround will be responsible for forwarding the appropriate copy of the form
to the local reservations office as a record of the passenger‟s details on the
homeward journey.
The reservations office at the turnaround station will, at suitable time, contact the
parents or guardian of the child to check the reservations.
When an open date return is involved the issuing office will have indicated this on
the information form and the airport handling office at the turnaround station will
ensure that a copy is sent to the local reservations office.
The reservations office will treat this open date advice as a sales lead and will at
suitable time make contact with the prospective passenger and effect return
reservations.
Any change to the unaccompanied young passenger‟s reservations will require

amendment to, or new issue of, the information form.
2.11 Procedure -Airport And In Flight Handling
After the unaccompanied young passengers has reported for travel, the
responsibility for the handling and care of unaccompanied young passenger rests
with the airport handling office and flight crew.

Date : 01JUL2009
Revised Date :-
2.11.1 Embarkation
The airport handling office of embarkation will in the course of ticket and baggage
check, uplift copy 1 of the information form.
Immediately an unaccompanied young passenger is checked in for travel, a

ground hostess is to be detailed to take care of the passenger, assists in
customs and other departure formalities, including boarding the aircraft first
whenever possible and hand over to the flight hostess.
2.11.2 In-Flight
The responsibility then rests with the flight hostess and cabin crew for care of the
child in flight
2.11.3 Transit Station
At transit stops, the flight hostess will ensure unaccompanied young passengers
disembark and introduce them to a responsible member of the airport handling
office, preferably a ground hostess, with whom the responsibility for the child will
rest.
When the flight is called for re-embarkation, the airport handling staff
member/ground hostess will accompany and hand the child to the flight hostess,
who will be prepared to resume responsibility
Note:
Should the flight hostess consider it advantageous to keep the child on board the
aircraft at a transit station, she must advice the airport handling office – introduce
the child to a responsible member of the airport handling office who will, if
necessary remain with the child on board the aircraft throughout the transit.
2.12 Delay Or Change Of Routing
No special arrangements will be required of stations in signaling information to

stations of origin or destination in cases of normal delays, as both will be aware
of such delays by way of aircraft movement signals.
However, change of routing by an alternative service or carrier will require

attention as set out in the following paragraphs.
2.12.1 Changed Routing
In the event it becomes necessary to change the routing by transfer of an

unaccompanied young passenger to other MAS flight or another carrier, the
transfer station will obtain full particulars of the passengers name, contact
parent/guardian at points of origin and destination, then signal full details of the

Date : 01JUL2009
Revised Date :-
changed flight number with time of departure to final and intermediate transfer
points and embarkation station.
Should a further transfer point between the transfer station as in the foregoing
paragraph and the transfer destination be involved, the station will also be
advised of the changed handling.
2.13 Transit Night Stop / Delay
At ports where a schedule night stop or delay requiring accommodation occurs,

the responsibility for care of the unaccompanied young passenger rests with the
airport handling office after the flight hostess has introduced the child to a
responsible staff member.
In the case, the senior airport handling officer will nominate a female staff
member to accompany the child to accompany the child to accommodation
arranged by the company and remain with the child at such accommodation.
When a child occupies a separate room to the escort, the later must personally
ensure that the hotel staff understands that the child‟s is under escort, and in no
circumstances is any person to be admitted to the child‟s room without the escort
knowledge.
It is the responsibility of this staff member to accompany the child back to the
airport and return the unaccompanied young passenger to the care of the flight
hostess when the aircraft is ready for departure.
Note:
 Where suitable staffs are not available to remain with the child at
accommodation provided by the company, throughout the delay of scheduled.
The local country manager must make suitable arrangements to ensure the
child is satisfactory cared for.
 It is preferable that ground hostess be detailed to care the child at stopover
2.14 Crew Slip
Cabin crew will ensure that unaccompanied young passengers disembark and
will then hand over to a responsible member of the airport handling staff.
This member will care for the unaccompanied young passenger throughout the
transit and when the flight is called for embarkation, will return the child to the
aircraft, introduce to the joining hostess, who will then assume responsibility
2.15 Disembarkation
Cabin crew will ensure unaccompanied young passenger disembark and

introduce to a responsible member to the airport handling staff. This member will
then be responsible to accompany to the child through all health, immigration,
and Customs formalities, including baggage clearance.

Date : 01JUL2009
Revised Date :-
He/she will deliver the unaccompanied young passenger personally to the

waiting parent of guardian or person listed as the contact on arrival.
2.16 Transfer Stations – Not More Than 24 Hours Planned Waiting Time
At transfer stations where a change of flight from MAS to MAS, or to another

carrier e.g. QF, BA, SQ – is to be made, the unaccompanied young passenger
will be handed over to a responsible staff member who will ensure that the child
is taken care of during the waiting time between flights and is then delivered
personally to the senior airport handling official of the on-carrying flight, who will
be requested to ensure that the unaccompanied young passenger is passed into
the hands of the senior hostess, stewardess or steward.
2.17 Airport Stand-By
An unaccompanied young passenger aged 7 years or over, but under 15 years

holding a ticket and requiring to travel on a stand-by/go show basis, will only be
accepted for travel at the airport provided a seat is available to the destination
and it is also considered that satisfactory arrangements have been made for
him/her to be met at the deplaning point.
The adult accompanying the child to the airport of departure will be asked
to give his/her own address and telephone number and also that the
person who will meet the child on arrival at the destination. The latter must
reside within reasonable access to the airport.
In this instance, the airport ticket office is to issue the YPTA form together with
the ticket or already holds.
At the airport where ticket office is not located, traffic will complete the YPTA
form/ticket and accept the passenger in accordance with normal young
passenger procedure.
2.18 Responsibilities
The company accepts a grave responsibility when it undertakes the carriage of

unaccompanied young passengers. It is most important to exercise the greatest
care and discretion in all matters concerning their carriage.
Legally, Malaysia Airlines have no liability to unaccompanied young

passengers after arrival on MH services at their destination point.
There are, however, definite commercial and humanitarian obligations on us to
ensure the well being of unaccompanied young passengers until such times as
they are placed aboard their onward transportation. This responsibility is in line
with the company undertaking to fully care for young passengers placed in our
control.

Date : 01JUL2009
Revised Date :-
Once the booking for an unaccompanied young passenger has been accepted
and all details are processed, then the reservations office at the point of
embarkation is responsible for the correct handling of this young passenger until
such time as the flight is handed over to the airport handling for their action.
Should and delays occur prior to this time, it is the responsibility of the
reservations office to notify both the passenger and the guardian of such
delay. Provided no transfer to other flights is involved, no notification to
destination is required – see delay or change or routing. If a change in
routing is involved, proceed as detailed in changed routing.
Once the flight is handed over to the airport handling department, the handling of
all aspects of the unaccompanied young passenger‟s booking including delays,
changes in itineraries, etc., becomes the responsibility of the airport handling
unit.
In the event of unaccompanied young passengers arriving on a company flight

and stopping over to prior to interlining with another company‟s service or to
another carrier, the responsibility for the care and handling of the unaccompanied
young passengers during the stopover, rests with the airport handling unit.
Upon requests, cabin crew will accept responsibility for the safe keeping of
money or valuable belonging to the unaccompanied young passengers during
the flight.

Date : 01JUL2009
Revised Date :-
2.19 Sample of “Young Passenger Folder” for Underage Traveler Travelling

Alone

Date : 01JUL2009
Revised Date :-
2.20 Stewardess Escort For Unaccompanied Minors - UMNR
Under certain circumstances the company may provide escorts for

unaccompanied young passengers under 5 years. Procedure on handling of
Unaccompanied minor with an escort service is under escort services topic.
2.21 Introduction
MAS can subject to certain regulations and availability provided a stewardess

escort to accompany a child or children below 5 years old.
Whilst on escort duties the MAS stewardess will travel as a passenger. Her
escort duties cease when the child in her care is handed over to the person
meeting child or someone nominate by name at the time the reservations was
made or to another designated escort.
2.22 Regulations
i. Escorts will be provided on MAS services only
ii. When a stewardess escort is needed Flight Operations Manager (Cabin Crew
Operation) – KULJEMH must be notified not later than ten – 10 days before
departure.
iii. Escort for a child over (three) 3 months but under (6) months the request
must reach at least 12 days before departure as it is necessary for him to
ensure that stewardess with nursing experience is available.
iv. Requests for escort for sick children and those likely to require special
feeding or attention must be referred to the company doctor for medical
clearance. Such request should reach the doctor with a copy addressed to
KULJEMH not later than (twelve) 12 days before departure.
v. In certain circumstance it may be possible to arrange an escort after the dead

line given in B, C and D but such requests will require special negotiation with
the officials concerned. In such cases no promise or guarantee must be given
to the parent or guardian until stewardess availability and/or medical
clearance and also reservations have been confirmed.
vi. One stewardess can only undertake to escort the following number of
unaccompanied minor:
 One (1) - infant under 2 years old
or
 One (1) - infant under 2 years old and one child over 2 years old

Date : 01JUL2009
Revised Date :-
or
 Up to three (3) – children provided all are over 2 years old
Note:
Young passengers in the charge of one escort may not be traveling in the same
class of service.
 Escort for journey on connecting MAS flight can be arranged provided to the
scheduled connecting time between the flights does not exceed 4 hours. In
such cases all arrangements must be made through the Flight Operations
Manager (Cabin Crew Operations).
 Normally one stewardess will act as escort for the whole MAS journey but a
relief escort may be provided at a transfer point at the discretion of the Flight
Services Manager.
 The parent or guardian must give an assurance that the child will be met on
arrival and advise MAS of the name and address of the person meeting the
child. These and other relevant details must be telexed immediately to the
reservations office at destination. The reservations should only be accepted
subject to confirmation being received from the destination station that the
person meeting the child has be contacted.
 Parents/guardians should be advised at time of booking that the person

accompanying the child to the airport should remain at the airport until the
aircraft has departed.
2.23 Charges
Since the stewardess will be traveling as a passenger the charge for her escort
duty will be the normal one-way fare for the class of travel plus 10 percent of the
First Class fare or RM20, whichever is higher. In the event of hotel
accommodation being necessary for the stewardess Escort a Miscellaneous
Charge Order (MCO) on the station concerned should be raised by selling station
to cover the hotel expenses. This cost will be additional to the escorts fare and
fee. The fare for the child will be in accordance with current regulations.
Note:
- Returning Stewardess escort flight will be handled by Flight Services Manager
- Agent commission is not allowed on Escort service charges.
2.24 Procedures
2.24.1 Selling Office / Ticket Office
Obtain the following information from the parent or guardian:
 Name age sex and language/s spoken by child

 Travel details including class of service
 Delivery arrangements for acceptance of child at airport of embarkation
 Name relationship and address of person meeting child at deplaning point

Date : 01JUL2009
Revised Date :-
 Assurance that the child will be in possession of valid passport and/or other
travel documents – where applicable
 Special food requirements
 Details of any medicines the child may be taking including any known
allergies or peculiarities
Make reservations for child and escort using normal reservations facilities.
Indicate UM followed by the age and Stewardess Escort Service under HFACT in
the PNR.
E.g. SSR:UMNR MH NN1.UM05 / STEWARDESS ESCORT SERVICE
As mandatory seating applies proceed to protect the specific seats for both the
child and the stewardess escort:
i. Advise the Manager Flight Operations – KULEJMH – by telex of the

information contained under (A) above and the reservations made as in (B)
above when requesting for Stewardess Escort Service. Extend copy of the
message to the Reservations Control Office.
ii. Issue Young Passenger folder (Form 70601) when the selling station is also
the Embarkation station and enter accompanied by MAS stewardess escort
in special remarks – box or special instructions box respectively. It is most
important that the Station Manager or Senior Official at the deplaning point is
advised of the detail shown in (A) above together with the arrangements for
meeting the child.
iii. Issue a ticket for child in accordance with normal procedures but enter –
Accompanied by Stewardess Escort in the endorsement box. The ticket must
be affixed to the Young Passenger Wallet.
iv. Issue a ticket for the stewardess for the escort journey only and enter in the
calculation – box the applicable one way fare. Under the fare construction,
insert the amount which represents the 10 percents fee followed by the words
escort fee.
v. In the fare box enter the sum of the fare and the escort fee. When a relief
stewardess is to take over at a transfer point issue two (2) four flight coupon
tickets in conjunction and show the complete journey and fare calculation in
the fare calculation box of both tickets.
vi. In the endorsement box enter change of escort at:-
vii. Enter the first escorts name on the first ticket and the second escorts name
on the second ticket.
viii. Send the tickets to the Airport Duty Officer at the boarding point to hand to
the Stewardess Escort. When (two) 2 escorts are involved the first
stewardess will be responsible for handling over the second stewardess ticket
at the transfer point.
ix. Advise the joining stations of the escorts name and when applicable
positioning flight details.

Date : 01JUL2009
Revised Date :-
x. Advise Station Manager or Senior Official at the enplaning point of the

information obtained under A, D, F and if applicable G to enable him to bried
the stewardess Escort accordingly.
xi. Advise the Reservations Office at childs destination of (D) above so that the
parent/guardian meeting the child will be provided with a letter of identify on
official letter head. This letter of identity is to be presented to the escort when
the child is handed over at destination. This procedure is not required when
the child is handed over to another airline for onward carriage.
The Reservations Office at destination will advise Flight Operation Manager by

telex of issuance of the letter of identity prior to the escorts departure from base.
2.25 Flight Operations Manager
i. Will advise Selling Office of the name of the stewardess allocated as quickly
as possible with a copy to the control station. If this cannot be done shortly
after receipt of the signal from the Selling Office the Flight Operations
Manager will acknowledge receipt of the telex.
ii. Will liaise if necessary with the Company Doctor when child is in the category
shown under Regulations of this instruction
iii. Will brief Stewardess in all aspect of the child travel and in particular the
identity of the parent/guardian meeting the child at destination and will make
all the necessary arrangements for her positioning to the boarding point and
return to base from the deplaning point, hotel accommodation if necessary at
the boarding point and the deplaning point and also her finances whilst she is
away from her base.
2.26 Stewardess Escort At Point of Embark/Disembarkation & Transit
2.26.1 At the boarding point
Stewardess will report to Airport Duty Officer on arrival for instructions. Normally
the escort will be expected to be at check-in counter at the airport of departure
not later than (one) 1 hour before flight departure to accept the child from the
parents/guardians.
2.26.2 At the deplaning point
Stewardess will remain with the child until she has handed her charge over the
person meeting him/her or to the other designated escort. For identification
purpose the parents/guardians will present the letter of identity to the escort.

Date : 01JUL2009
Revised Date :-
2.27 Interline Journeys
As MAS Stewardess Escorts are not available for travel on the flights of other
airlines including associated companies separate arrangements must be made
for this service if it is available with the other airlines involved in the itinerary. In
such cases the conditions and charges imposed by the other carriers will apply.
2.28 Cancellation Or Alterations
If the arrangements are canceled or altered the Selling Office must make normal
cancellation/rebooking action with the appropriate reservations control office and
also advise Flight Operations Manager – KULJEMH, immediately.
A ticketing time limit of (four) 4 days must be set on these transactions. If

payment in full is not received by the deadline the reservations must be canceled
or rearranged for a later date. This provision is made to avoid possible escorts
positioning unnecessarily to embarkation stations and transfer stations. Should
the stewardess leave base before cancellation or alteration occurs the escorts
fare and fee will not be refundable. The sponsor must be made aware of this and
the ticketing time limit condition at the time of booking.
2.29 General
 Reservations Offices should brief the parents/guardians at the time of

booking that feeding bottles and a change of clothing – warm or light as
appropriate – must be provided by the parents/guardians.
 Staff must not undertake:
i. To put parents/guardians in touch with the other passengers for the

purpose of looking after and unaccompanied child
ii. When traveling on duty or on a staff rebates to look after unaccompanied

children.

Date : 01JUL2009
Revised Date :-
2.30 Blind Passenger
2.30.1 MAS Domestic Service Within Malaysia

All blind passengers and their escort traveling within Malaysia – except twin otter,
MASWING and MH discounted fares – are entitled to a special fare. The special
fares are applicable only for economy class travel on the following rebates.
2.30.2 Fares
Blind/Disabled Passenger – 50 pct of the applicable normal of the applicable

normal YFX class one way or return fares
Reservation booking designator (RBD) is - Q
Escort - 75 pct of the applicable normal YFX class one way or return fares.
Reservation booking designator (RBD) is - Q
Normally one attendant may accompany a blind passengers during the journey.
In the event that the escort is a child, the applicable normal child fare shall apply.
All blind children must be escorted on our services. The blind passengers and
their escorts must travel together on the entire journey where the discount is
provided.
Applicants for this rebate must present their Orang Kurang Upaya (OKU) card
which is obtained from The Society of the blind in Malaysia .
Note:
Formal clearance from MAS medical services department KUL for all blind
passengers to travel on MAS services is not necessary.
For procedures on carriage of Blind Passenger, please refer to “Section 4”

on Medical Case Handling Procedures.

Date : 01JUL2009
Revised Date :-
2.31 Carriage of Government of Malaysia Custody (GOM Custody)
2.31.1 Introduction
There may be instances whereby police, prison and certain government officials
are required to escort passengers on Malaysia Airlines services when such
passengers fall under the category of criminals who are being extradited to
another country or state, to be transported from one location to the other by air.
These passengers must be escorted by the relevant authorized government
officials.
Reservations for such category of passengers are termed as “Government

Custody Passengers” and they are subjected to strict compliance to the related
regulations and procedures, as detailed below. This travel is considered as
confidential and must not be revealed to any unauthorized person.
2.31.2 Conditions of Acceptance
Passengers who are categorized and held under government authority or

custody will be accepted for travel on Malaysia Airlines flight services provided
the following conditions are adhered:-
i. Satisfactory assurance must be given by the authority that they will not
constitute a danger to other passengers or aircraft safety.
ii. A letter must be obtained from the appropriate government authority to certify
that the person to be escorted is not of violent or dangerous character prior to
commencement of travel.
iii. The person has to be escorted from departure to arrival.
iv. The issuance of tickets is based on the authority from the relevant
Government Department such as Police and Prison department.
v. Tickets for such travel must be issued by MH offices and not by any travel
agent.
vi. Full details must be advised by telex to the airport of embarkation,

disembarkation, the captain of the aircraft and the operating crew.
vii. Wherever possible, such passenger and their escort should be allocated
seats apart from other passengers at the rear of the aircraft cabin to avoid
discomfort and alarm to other passengers.
2.31.3 Reservations Procedures:
Reservations must be effected at least three days prior to departure.

Indicate in the supplementary services requirement (SSR) as follows:

Date : 01JUL2009
Revised Date :-
Entries:
SSR: CKIN MH NN1 GOM CUSTODY/P2

SSR: CKIN MH NN1 GOM ESCORT/P1
Effect the necessary seat request to be seated together towards the rear of the
cabin. As per the below example, Advance Seat Request seat number 27 D & E
has been booked.
Example of a PNR with SSR CKIN
2.31.4 Special Handling Advice
Reservations Department has to transmit a special handling advice to all relevant

departments, as detailed below:
- Manager Airport Operations KLIA (Pax Services) : KULKPMH

- Head of Security : KULGXMH
- Security Manager : KULGZMH
- Airport Operations Duty Manager : KULTKMH / KULK1MH
- Manager Airport Operations (Lines Management): KULKTMH
- Security Office KLIA – General : KULGGMH
- Route Stations Managers (As per route station telex addressees)
- Route Area/District Managers (As per route station telex addressees)
- NRM Inventory Operations : KULRCMH
- Operating Captain : KULOFMH / KULOCMH
- Cabin Crew Operations : KULJEMH
- Reservations Standards & Procedures Dept – KULRBMH
The above advice must be transmitted not later than 28 hours before flight
departure. If the reservation is cancelled after the transmission of the special
handling advice, another telex must be sent for any cancellation of the
reservations, under the same heading.
Date : 01JUL2009
Revised Date :-
2.31.5 Handling Procedures
 Thorough baggage and body check has to be carried out by the airport
authority and Malaysia Airlines security personnel upon check-in.
 Passenger must be checked-in together with the escort and be handcuffed.
 They are to board through separate channel/counters and ahead of other
passengers.
 They are required to embark first and disembark last.

 They are to be seated towards the rear of the aircraft cabin next to a window
and near the toilet.
 The escort shall be seated next to the passenger in custody at all times.
 In an emergency, the escort will attend to the passenger under his custody.
 During meals, no hard and sharp object to be placed in the meal tray.
 The escort shall at all time accompany the passenger and keep him under
surveillance.
2.31.6 Airport Check-In Reporting Time
The relevant authorities must be briefed that the Government Custody passenger
and the Government Escort to report at the check-in counter in advance of the
stipulated reporting time for check-in processes and other formalities including
security check.

Date : 01JUL2009
Revised Date :-
2.32 Scuba Diving Equipment
A passenger wishing to carry with them Scuba Diving equipment on Malaysia

Airlines flight may do so provided the items are checked-in as check-in luggage.
One complete set of Scuba Diving equipment consists of the following items:
- 1 Empty Tank
- 1 Scuba Regulator
- 1 Tank Harness
- 1 Tank Pressure Gauge
- 1 Mask
- 2 Fins
- 1 Snorkel
- 1 Knife
- 1 Spear Gun
- 1 Safety Vest
2.33 Applicable Charges
2.33.1 Weight System
Any overweight resulting from the inclusion of the scuba diving equipment will not
be included in the free baggage allowance shall be accessed at the normal
excess rate and a Miscellaneous Charges Order (MCO) will be raised
accordingly on the amount collected.
Exception
Travel between Japan and USA/Guam/Saipan, the scuba diving equipment will
not be included in the free baggage allowance and should be accessed at the
applicable charges.
2.33.2 Piece System
Items of scuba equipment will be subject to the excess baggage charge for a
single piece whether or not presented as a single piece. Regardless of the actual
dimensions, diving equipment will be considered to be One piece of baggage
where the outside linear dimensions are 62 inches.
Exception
Between Canada, USA and Malaysia only

One item of Scuba equipment will be included in determining the free baggage
allowance. When in excess, such equipment will be accessed at 50% of the
applicable charge for a single piece.

Date : 01JUL2009
Revised Date :-
2.33.3 PNR Creation With SSR:SPEQ (SSR: Scuba Diving Equipment)
The code “SPEQ” will be used under SSR item to indicate carriage of sporting
equipment:
Entry 1: i) SSR:2SPEQ MH NN1.SCUBA DIVING EQUIP
ii) SSR:2SPEQ MH NN1.1ABRAHAM/DAVIDMR
iii) SSR:2SPEQ MH NN1.EQUIP WT 10KGS
Note: Item 2 above is referred to segment element identification number 2 (flight

segment line number 2)
Entry 2: SSR:2SPEQ MH NN1.SCUBA DIVING EQUIP WT 10KGS

MH095M28JUL 1ABRAHAM/DAVIDMR
Note: The above is a single entry to insert SSR element in a PNR.
Response:
Note:
When a staff inserts the SSR element in a PNR, for any element exceeding 77
characters, the balance must be included in a second line, using continuation, i.e.
a dash (- ) followed by a space. Words or names must not be split between lines.

Date : 01JUL2009
Revised Date :-
2.34 Seamen/Ship Crew Travel Information In PNR
When there is a need for a crew member of a shipping company (Ship Crew) to
travel on our flight services, normally it would be on an urgent nature and as
such, the shipping company will require the crew members to travel to their
destination without further delay. This requires special handling to ensure that in
the event of any flight delay which requires changes to the flight itinerary or any
other circumstances which may affect the arrival of the crew member at the port
of destination, the shipping company must be kept updated and fully informed.
2.34.1 Reservations Office Action On Seamen PNR (OSI: & SSR: )
Reservations and creation of PNR should be made in the normal manner, except
that a contact should be provided and updated in the PNR, under OSI facts item.
Example Entry - OSI:
OSI:MH CTCB/MNL MISC SHIPPING COMP C/O MSJANET 085-123456
An SSR supplementary item containing the abbreviation “SEMN” must be

included in the PNR.
Example Entry - SSR:
SSR:2SEMN MH NN1.1RAMLY/AHMADMR JOINING SHIP MISC BUNGARAYA
PNR Updated with OSI & SSR elements
Note:
Please update the seamen information and contact in the PNR, as shown above.
Malaysia Airlines reservations will not be responsible for any ship crew
documentation for any seamen travelling on its services.

Date : 01JUL2009
Revised Date :-
2.35 Siamese Twins Travel
There are rare occasions when Malaysia Airlines receives request that Siamese
Twins are travelling for a separation operation. The passenger maybe joined, e.g.
at the head. For such travel special handling is required.
2.35.1 Reservation Action
The code *BULK* will be used in the name element to indicate the protection of
the seat for the other under SSR element.
2.35.2 PNR Creation
Establish number of seats required for Siamese Twins travel. If two seats are
required enter the name element comprising of name of passenger who is
travelling follow by *ZZ/BULK* for the seat required for the other twin.
E.G: NM1SHIDA/GREYS#1ZZ/BULK
 Sell the seats in the normal manner.
 Protect the seats in the non smoking zone after making the cabin display
entry for the bulk. Under SSR element indicate the seats protected.
Cabin Display:
Entry: ADM:2
Protect seat for passenger and other twin.
ASR:2/15A/P1
ASR:2/15B/P2
 Enter phone, TTL and receive from in the normal way and *R.
A special advice – Siamese Twins telex as shown below must be sent to all
the relevant addresses to assist in the travel.

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 3 – CODE SHARE SERVICES & PROCEDURES
SECTION 3 - CODE SHARE SERVICES & PROCEDURES
3 Definition - Code Share
Code share is a result of a commercial agreement concluded between two

airlines which allow the partner carriers to sell on each other aircraft seats using
its flight number or airline prefix. The participating airlines in this bilateral
agreement may assume each of two possible roles either as a “Marketing
Carrier” or as an “Operating Carrier”.
3.1 Marketing Carrier
A marketing carrier does not physically operate the flight but is able to market the
destination using its own flight number.
As an example, one of the marketing carrier of our code share partner is KLM
Royal Dutch Airline (KL).
E.g. Flight routing: KUL/AMS / Flight number: KL810
3.2 Operating Carrier
An operating carrier physically operates the flight and depending on the type of
agreement concluded, shall also support sales made by marketing carrier from
its own.
E.g. The aircraft is operated by MH services and code sharing with Garuda
Indonesian Airways (GA).
Flight routing: KUL/CGK / Flight number: MH711
3.3 Mode of Code Sharing
There are basically two methods of code share arrangements:-
i. Block Space - Manual Code Share (seats are blocked/protected for sale)
ii. Dynamic - Automatic Code Share (seats sold dynamically through
system)
3.3.1 Block Space Agreement
In the absence of a systems solution, airlines will resort to having block space in
order to accomplish code share services. An agreed number of seats are
protected by the Operating Carrier for sale to be made by the Marketing Carrier.
At an agreed number of days before departure, the marketing carrier shall report
all names to the operating carrier by means of PNL - Passenger Name List and
ADL - Addition & Deletion List.

Date : 01JUL2009
Revised Date :-
3.3.2 Dynamic Code Share Agreement
Dynamic or Automatic code share requires the airline partners to have

compatible systems and using the same established code share standards
recognized by AIRIMP to accomplish the code share transactions. Booking
message are transmitted from the marketing carrier to the operating carrier
system immediately after the sales have been completed in the marketing
system. Upon receipt of the booking message, the operating carriers system
immediately decrements its seats inventory and create a secondary PNR.
PNL/ADL is not required in the dynamic code share environment as all sales are
immediately decremented.
3.4 Malaysia Airlines Code Share Partners
The table (on next page) provides list of Code Share partners, airline prefix and
the types/ method of code share agreement with each airline:

Date : 01JUL2009
Revised Date :-
3.4.1 Dynamic Code Share Agreement

TWO LETTER AIRLINE
NO AIRLINE NAME
PREFIX
1 AIR MAURITIUS MK
2 ANA ALL NIPPON AIRWAYS NH
3 ALITALIA AZ
4 BRITISH MIDLAND BD
5 CATHAY PACIFIC CX
6 CHINA SOUTHERN CZ
7 DRAGON AIR KA
8 ETIHAD EY
9 EGYPT AIR MS
10 GARUDA INDONESIA GA
11 GULF AIR GF
12 KOREAN AIRLINES KE
13 QATAR AIRWAYS QR
14 ROYAL BRUNEI AIRLINES BI
15 KLM ROYAL DUTCH AIRLINE KL

Date : 01JUL2009
Revised Date :-
Dynamic Code Share Agreement (cont.)
TWO LETTER AIRLINE

NO AIRLINE NAME
PREFIX
16 SINGAPORE AIRLINES SQ
17 SILK AIR MI
18 SOUTH AFRICAN AIRWAYS SA
19 UZBEKISTAN AIRWAYS HY
20 VIRGIN BLUE DJ
3.4.2 Block Space Agreement
TWO LETTER AIRLINE

NO AIRLINE NAME
PREFIX
1 AIR INDIA AI
2 AIR LANKA UL
3 MYANMAR AIRWAYS 8M
4 PHILIPPINES AIRLINES PR
Following are the code share flight details, the number of seats agreed to be
blocked and the seat release and reporting mechanism:
3.4.2.1 Air India (AI)
OPERATING MARKETING ROUTING FREQUENCY SEAT RELEASE

FLIGHT FLIGHT BLOCK MECHANISM
MH194 AI6194 KULBOM 2357 C-04 Y-46 - Release all
MH195 AI6195 BOMKUL 2357 Unsold
MH198 AI6198 KULHYD 5 seats at
MH199 AI6199 HYDKUL 5 72 hours
MH192 AI6192 KULBLR 25 before flight
MH193 AI6193 BLRKUL 25 departure
MH094 AI6094 KULLAX 13567 - Final name
MH095 AI6095 LAXKUL 13567 List release
at 48 hours
via PNL
- ADL at 24
hours

Date : 01JUL2009
Revised Date :-
3.4.2.2 Air Lanka (UL)

MH189 UL2189 KULCMB 1346 C-3 / - Release
MH9181 UL312 KULCMB 3567 Y-15 50% of
MH9187 UL318 KULCMB 124 seats at
MH188 UL2188 CMBKUL 2457 7days
MH9180 UL312 CMBKUL 3567 before flight
MH9186 UL318 CMBKUL 124 departure
- Final name
list
release at
3days
via PNL
- ADL at 24
hours
3.4.2.3 Myanmar Airways (8MI)

MH740 8M9505 KULRGN 13567 C-3/ - Release of
MH741 8M9506 RGNKUL 13567 Y - 15 Seats and
Name list at
72 hours
before
flight
departure
via PNL
- ADL at 24
hours
3.4.2.4 Philippines Airlines (PRI)

MH702 PR702 KULMNL 236 C-00 - Release 50%
MH704 PR704 KULMNL 134567 Y-20 Of seats at 7
MH703 PR703 MNLKUL 135 Days before
MH705 PR705 MNLKUL 234567 Flight
MH707 PR707 MNLKUL 6 departure
MH702 PR702 BKIMNL 236 - Final name
MH703 PR703 MNLBKI 135 list
MH708 PR708 KUL/BKI/C 47 release at 48
MH709 PR709 EB 47 hours via PNL
PR508 MH9058 CEB/BKI/K 1246 - ADL at 24
PR507 MH9057 UL 1357 hours
KULMNL
MNLKUL

Date : 01JUL2009
Revised Date :-
3.5 Joint Operations
NO AIRLINE NAME TWO LETTER AIRLINE PREFIX
1 IRAN AIR IR

IR 841 KULIKA 1356 C–0/ - Release of

IR840 IKAKUL 2457 Y – 30 Seats and
name list at
7 days before
Flight
departure via
PNL
- ADL - Nil
3.6 Code Share - PNR Messaging

Full PNR messaging is provided for the generation of booking notifications and
modifications to the Operating Company. In addition, messages are sent to the
Marketing Company for any modifications made to the code share PNRs in the
Operating Company files such as:
 SSR replies
 Cancellation of code share segments
The AIRIMP “HX” processing is used to notify the Marketing Company of the
cancellation of a code share segment by the Operating Company.
Acknowledgement (AKA) message processing as described in AIRIMP section

8.6 is used to acknowledge receipt of messages sent to the Operating Company.
Record Locator Request (RLR) processing as described in AIRIMP section 8.6 is
provided to request the record locator when the AKA message has not been
received.
These two functions must be activated on the code share table. SSR
processing insures the full exchange of SSR elements between the code share
companies for all special service requirements involving code share segments.
3.6.1 AIRIMP Option 1 (Standard Action, Advice and Status Codes)

Standard AIRIMP action, advice and status codes as defined in AIRIMP Section
7.1 are used for AIRIMP Option 1 code share processing.

Date : 01JUL2009
Revised Date :-
3.6.2 AIRIMP Option 2 & 3 (Standard Action, Advice and Status Codes)
The segment action, advice and status codes shown in the table on the following
page are used for the exchange of code share PNR messages from the
Marketing Company to the Operating Company. Standard AIRIMP action,
advice, and status codes are used for code share PNR messages from the
Operating Company to the Marketing Company unless an equivalent code is
specified in the Code Share Table on the following page.
3.6.3 AIRIMP Option 4 (Standard Action, Advice and Status Codes)

Standard AIRIMP action, advice and status codes or the Code Share action,
advice and status codes shown in the table on the following page may be used
for the exchange of code share PNR messages from the Marketing Company to
the Operating Company. The choice of codes that will be used is determined by
bilateral agreement.

Date : 01JUL2009
Revised Date :-
3.7 Code Share Table - Standard Action, Advice & Status Codes
The table below describes the action, advice, and status codes shown in the
PNR messages exchanged between the Code Share Marketing Company and
the Operating Company.
Code Share Equivalent Description

Action/Advice/Status Standard
Code
CH HK Code Share Holding Confirmed –

Space is already confirmed. The
message is sent between the Marketing
Company and the Operating Company
when additional action is required.
CL LL Code Share Waitlist – Initial notification

from the Marketing Company to the
Operating Company of the waitlist.
CM SA Code Share Non-Revenue Meal Listing
ID – Notification from the Marketing
NR Company to the Operating Company of
the meal listing.
CN NN Code Share Request – Initial

notification from the Marketing
Company to the Operating Company of
the request.
CQ HN Code Share Request – Notification

from the Operating Company to the
Marketing Company for a space
requested.
CS SS Code Share Sell – Initial notification

Operating Company of the sell.
CU HL Code Share Waitlisted from Request –

Already requested segment is
waitlisted. Message sent from
Marketing Carrier to Operating Carrier
to advise of waitlist.
CW HL Code Share Waitlisted – The space is

already waitlisted. The message is
sent between the Marketing Company
and the Operating Company when
additional action is required.

Date : 01JUL2009
Revised Date :-
CX XX Code Share Cancel – Initial notification

Operating Company of the cancel
option.
3.8 Code Share PNR in MAS Reservations System
PNR Example: MH Operated Aircraft
Note:
In the above example, a Code Share PNR will reflect as
“CODE SHARE PNR – LIMITED CHANGES ALLOWED” under the header of the
PNR.
3.9 Booking Message Transmission from Marketing Carrier to Operating

Carrier
As an example, in a Code Share Agreement (AIRIMP Option 2), the Operating
Carrier translates the Marketing Carrier flight number/RBD to the operator‟s flight
number/RBD.
E.g. Code Share Sector: KUL/CGK Operated by GA / Marketed by MH
The Marketing Carrier segment is reported to the Operating Carrier - GA using

the Marketing Carrier – MH airline prefix code/flight number/RBD, for example,
MH9081B.

Date : 01JUL2009
Revised Date :-
Code share processing translates the Marketing Carrier - MH code/flight

number/RBD to the Operating Carrier – GA code/flight number/RBD, for
example, GA821B.
When the marketing flight MH9810B is sold, it is reported to the operator as

shown in the example below using code share unique action/advice codes.
3.10 Example of Outgoing Booking Message Sent to GA Reservations System
MH9081B18JUN KULCGK CS1/ 1440 1540

HDQRMGA
.KULRMMH 251358
KULMH RLOC
1GOODMAN/AMR
MH9081B18JUN KULCGK CS1/1440 1540
KULMH 9999 1358 25MAY

1.GOODMAN/AMR KJ2V7
3.GA821B FR18JUN KULCGK HK1 1440 1540 MH9081B
4.KULMH /RLOC
3.10.1 Example of PNR created in MH Reservations System
Code Share Flight Sector KUL/CGK - Marketed by MH/ Operated by GA
Above marketing segment reported by MH to GA had resulted in the creation of the above PNR in M
3.11 Special Meal – SSR:
The SSR:VGML appears in MH PNR as follows:
SSR VGML MH HK1 KULAMS 016K18JUN

Date : 01JUL2009
Revised Date :-
3.12 Example of SSR: Element in Marketing Carrier Reservations System
Marketing Carrier is KLM where MH is the Operating Carrier
A reply to the Marketing Carrier uses the Marketing Carrier prefix/flight number
and RBD according to the following example:
SSR VGML KL KK1 KULAMS 4102B18JUN
3.13 Cancellation of Code Share Segment
A code share booking is guaranteed undertaking by the operating carrier to the

marketing carrier that such booking will not be cancelled unless the instruction
explicitly comes from the marketing carrier to do so.
Hence, the standing instruction to all controlling as well as booking agents is that
under no circumstances must such bookings be cancelled unilaterally. MH is
obliged to uphold the code share agreement in this respect.
In the event that particular code share booking needs to be examined and acted
upon for reasons of no-shows, duplicate suspects, pre-flight activities etc, the
marketing carrier must be consulted through a teletype query.
The decision to cancel or otherwise will be communicated to MH by the

Marketing Carrier using the established code share booking and cancellation
procedures through TTY.

Date : 01JUL2009
Revised Date :-
3.14 Code Share Partners Requiring “Endorsement Waival Authority - EWA”
Following are the code share partners requiring approval for tickets to be
endorsed to MH prior to passenger uplift on Malaysia Airlines flights:-
NO AIRLINE NAME PREFIX
1 AIR INDIA AI
2 BRITISH MIDLAND BD
3 AIR MAURITIUS MK
4 PHILIPPINES AIRLINES PR
5 AIR LANKA UL

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 4 – MEDICAL CASE HANDLING PROCEDURES
SECTION 4 - MEDICAL CASE HANDLING PROCEDURES
4 Incapacitated Passengers
4.1 General
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, paralysis of all or part of the body.
Other may have temporary disabilities such as recent surgery, broken limbs, recent
illness, etc. This requirement for individual attention will become apparent from
special requests made by the passengers, their family or a medical authority or from
obvious abnormal physical or mental conditions observed and reported by the
booking staff or industry associated persons- travel agents, etc.
4.2 Categories Of Incapacitation
Irrespective of their physical or medical condition, incapacitated passengers are

categorized into various groups.
For identification of incapacitated passengers the following codes must be used.
 MEDA - Company medical clearance may be required.
 BLIND - Blind Passenger
 DEAF - Deaf Passenger
 STCR - Stretcher Passenger: - The passenger is unable to travel in a cabin

seat and must be accommodated in the
aircraft in a horizontal position.
 WCHC - Wheelchair - The passenger, although, can occupy a seat, is

”C” for Cabin Seat completely immobile. a wheelchair is required
to/from the aircraft or mobile lounge and the
passenger must be carried up/down steps and
to/from cabin seat. it may not be medical
cases.
 WCHR - Wheelchair - The passenger can ascend/descent steps and

“R” for Ramp make his/her own way to/from a cabin seat. A
. wheelchair is required to cover the distance
to/from the aircraft, e.g. across, ramp, finger
dock or to a mobile lounge.

Date : 01JUL2009
Revised Date :-
 WCHS - Wheelchair - The passenger cannot ascend/descent stes

“S” for Steps but is able to make his/her own way to the cabin
seat. A wheelchair is required to cover the distance
to/from the aircraft or mobile lounge but the
passenger must be carried up/down steps.
4.3 Acceptance Of Incapacitated Passengers
Care must be taken when accepting an incapacitated passenger for travel as certain
diseases or physical conditions can have an adverse effect on the welfare and comfort
of other passengers and/or crew members.
The rules and regulations for the acceptance and handling of incapacitated passengers
are explained in the following pages. However, notwithstanding these rules and
regulations:
 MAS shall refuse to carry any passengers whose presence on a aircraft, because of
their physical or medical conditions – based on established facts, medical or other
evidence, etc – could pose a threat to the safety of other passengers and their
property, the aircraft and or/crew members.
 MAS shall also refuse to carry passengers who do not or refuse to submit
themselves to the specific conditions required by MAS.
 MAS may refuse to accept a passenger for travel who may be a source of infection
or discomfort to other passengers.
 Other incapacitated passengers may be refused travel if their conduct, status,

physical or mental condition is known to be such that they are incapable of caring for
themselves without assistance, prevents them from using the standard airline seat,
either in a sitting or reclining position, for the class of service desired.
In these circumstances, MAS may request that the passenger accepts travel at a
higher class of service and/or is accompanied by a qualified escort who will provide
the additional attention and assistance required by the passenger. Escort must be
immediately adjacent to the passenger in the same class.
 MAS may refuse to accept passengers requiring medical clearance unless they meet
MAS requirements. The decision of our MAS medical services department, KUL
which is final, will include a ruling as to whether or not an attendant, who would travel
at the passengers expense must be carried.
 Owing to the special requirements that must be met on the ground and on board the
aircraft, MAS may refuse to accept incapacitated passengers holding space available
– standby- tickets.
All incapacitated passengers should be informed that a few countries – apart from their
normal visa requirements and public health regulations concerning vaccinations, etc.
applicable to passenger in general – have some particular limitations concerning certain
types of temporary or permanent incapacitation.
Date : 01JUL2009
Revised Date :-
Examples:
Australia requires a special passport endorsement or consular authorization, prior to

allowing foreigners suffering – from serious diseases, or physical or metal disabilities or
serious defects. Including blindness, etc – to disembark there.
New Zealand requires particular entry permits for – physical or mentally handicapped
foreigners.
For incapacitated persons desiring to visit such countries, it is therefore advisable to

inquire prior to commencement of travel, with embassy, consulate or tourist office as to
whether or not such restriction applies.
4.4 Responsibility For Acceptance
MAS is responsible for obtaining acceptance for carriage of an incapacitate passenger

on its service in accordance with its own regulations and procedures.
When an interline journey is involved, before confirming reservations to the incapacitated

passenger, we must first agree acceptance of the passenger for travel on our own
service. Once this has been agreed, we must request acceptance for travel from all
airlines participating in the itinerary.
MAS is responsible for coordinating all replies to requests for acceptance and ensure
that each airlines has specifically agreed to accept the passenger on its portion of the
journey.
4.5 Medical Clearance
Not all incapacitated passengers require medical clearance before being accepted for
travel. However, passengers with the following incapacity‟s and/or disabilities must be
subject to medical clearance by our Medical Services Department, KULIBMH before
being accepted for travel.
 Those suffering from any disease which is believed to be actively contagious and
communicable.
 Those who, because of certain diseases or incapacitation‟s may have or develop an

usual behavior or physical condition 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.

Date : 01JUL2009
Revised Date :-
In addition to the conditions listed above, if we on receiving a request, to accept an

incapacitated passenger for travel have reasonable grounds for doubt about a
passengers incapacitation, we may request medical information for clearance purposes.
4.6 Limitations
In order to meet safety, technical or operational requirements, the carriage of

incapacitated passengers on our aircraft is restricted and concurrence must be obtained
from KULOS/RC/RB if exceed the limitations. Stations should create the PNR in the
normal manner with the category of incapacitation under facts i.e. SSR item.
Example:
SSR: BLND MH NN1/P1
Incapacitated passengers who are accepted for carriage on MAS aircraft, are classified
into two categories:
 Ambulatory handicapped persons. Defined as those passengers who are mobile i.e.
who can walk and board the aircraft unassisted, and do not need assistance in an
emergency.
Examples: The DEAF, DUMB, one leg/arm amputated, etc.
 Non-Ambulatory handicapped persons – defined as those passengers who need

assistance in an emergency because they are immobile or disabled or invalids.
Examples: STCR cases, paralyzed cases, elderly persons, etc.
There is no restriction on the number of “AMBULATORY” handicapped

passengers per flight. However, the number of “NON-AMBULATORY” handicapped
passengers per flight must be limited.
The number of non-ambulatory handicapped passengers on a flight in governed by the

size and number of main doors on the aircraft. Over wing doors are not taken into
consideration because they are not used for handicapped passengers evacuation there
shall not be more than two non-ambulatory handicapped passengers per type 1 door
and not more than three per type a door.

Date : 01JUL2009
Revised Date :-
The maximum numbers of Non-Ambulatory handicapped passengers for each aircraft

type are as follows:
TOTAL
AIRCRAFT UNESCORTED ESCORTED (ONE TO ONE

TYPE BASIS)
4
F50 2 2
8
B737-ALL 4 4
22
A330 6 16
24
B747-ALL 6 18
24
B777 8 16
Notes:
 Stretcher care passenger is restricted to one per flight

 Incapacitated passenger cannot be accepted in the Golden Club Class of our B747-
400 all passenger, i.e. when the golden club class compartment is on the upper
deck.
4.7 Malaysia Airlines Medical Form (MEDIF Form No. 70500)
In order to facilitate acceptance of incapacitated passengers for travel by air, the MAS
MEDIF Form 70500 – see specimen – must be completed by the passenger‟s own
doctor. When completing the appropriate parts of the form, all questions must be
answered by the passenger‟s own doctor. If medical clearance is obtained well in
advance of the date of travel, a further MEDIF Form may be required within 48 hours of
departure. Passengers must be warned that they will be refused carriage if, on arrival at
the airport, they are found to be unfit for travel.
Part 1 of the form provides detailed information regarding the nature of the
incapacitation, special requirements and ground arrangements needed for the journey. It
is specified that this portion is to be completed by the sales office/agent, however since
the physician is in personal contact with the passengers he is in a better position to state
the passengers actual requirement. The passenger of someone on this behalf will be
required to sign part 1 after completion.
When medical clearance is required in accordance with the conditions listed is section
4.1 or at the specific request of MAS, Part 2 of the form must be completed by the
passengers attending physician. In Kuala Lumpur, the form authenticated by the
physicians signature and official stamp, should then be returned to MAS medical

Date : 01JUL2009
Revised Date :-
services department, KUL for the necessary approval. All expenses incurred must be
borne by the passengers.
Certificate of fitness of travel written on doctors professional stationery are not

acceptable, because they do not provide information adequate to proper assessment of
handling. An exception is only applicable to expectant mothers who are in normal
pregnancy up to thirty-fifth week and have been certified fit for air travel by their
practitioners who must state the EDC on the date of travel on the medical certificate.
In the case of other location, details of the completed medif form filled by the
passenger‟s doctor should be telexed in sufficient time to reach MAS medical services
department, KUL-KULIBMH- for vetting and reply prior uplift.
For medical cases from Sabah and Sarawak, the approval is done through the medical
center at BKIAP-BKIIBMH. For other medical cases are approved through the medical
center at SZBAP-KULIBMH.
4.8 After office hours and on weekends and public holidays for Sabah and Sarawak:
Staff are to call Dr Daljit at 019 -812 0017 for medical clearance and if Dr Daljit is unable
to be reached to telex KULIBMH with a copy to KULRRMH.
Other medical cases are approved through the Medical Centre at SZBAP (Telex:
KULIBMH)
4.8.1 After office hours and on weekends and Public Holidays for other location:
Telex to KULIBMH with a copy to KULRRMH. The shift duty officer will then liaise with
medical officer on call on approval of the medical case and reply accordingly.
All reservations transactions and request for medical cases will be cleared by
KULRCMH with MAS Medical Services Department - KUL, Telex: KULRCMH will reply
accordingly to the advice received from KULIBMH and details will then be forwarded to
the reservations office at the embarkation point who will then dispatch medical case
advice as explained in the following pages.
4.9 Passenger Requiring Special Consideration Or Medical Attention.
The following are specific examples of the type of passengers who require special
attention, but this must by no means be regarded as comprehensive.
4.9.1 Asthma Sufferers
Certain asthma sufferer‟s condition is improved by flying but in other cases it may
precipitate an attack. Should this occur, the use of an anti-asthmatic spray may assist.
Staff should inform known sufferers from asthma of the above so that they may obtain
medical advice from their doctors. Carriage of passengers suffering from acute
asthmatic should be referred to MAS medical services department KUL.
Subject to our MAS requested for use by the passenger in case of an emergency. It is
further recommended that the asthma sufferer be seated in the nonsmoking zone and

Date : 01JUL2009
Revised Date :-
such information including the supply of oxygen bottle must be included in the selling
message according the AIRIMP format. Mechanized stations are to enter under the facts
of the PNR.
Example:
SSR: MEDA MH NN1.ASTHMATIC

ASR: 3/10C/P1
OSI: MH REQUIRES OXYGEN DURING FLT
A separate telex is to be sent for the request of the standby oxygen bottle.
(Please refer to sample of MH MEDIF Form, on next page).

Date : 01JUL2009
Revised Date :-
Sample of Malaysia Airlines “Medical Information Form” – MEDA Form
(Front Page - Part 1)

Date : 01JUL2009
Revised Date :-
(Reverse Page - Part 2)

Date : 01JUL2009
Revised Date :-
4.10 Blind Passenger - Child
Normally one attendant may accompany a blind passengers during the journey. In the
event that the escort is a child, the applicable normal child fare shall apply. All blind
children must be escorted on our services. The blind passengers and their escorts must
travel together on the entire journey where the discount is provided.
Applicants for this rebate must present their “Orang Kurang Upaya” (OKU Card) which is
obtained from The Society of the blind in Malaysia .
Note:
Formal clearance from MAS medical services department KUL for all blind passengers
to travel on MAS services is not necessary.
4.10.1 Handling Procedures
4.10.1.1 Selling Station
Create PNR in the normal manner with entry of – OSI: MH BLIND PAX - under facts.
Confirmation on the acceptance of the incapacitated passenger will be subject to the
limitation and at the same time seat preference near the toilet must also be
requested.
All concerned must be notified in accordance with the instructions under notification
when unaccompanied blind passengers are booked to travel on our international
services. In addition, include the telephone contact at the deplaning point in the
notification advice.
When other carriers are involved in the carriage of blind passengers, selling stations
should obtain clearance direct with the carrier.
4.10.1.2 Embarkation
The airport handling office of embarkation will assist in ticket and baggage check and
allocate aisle seats near the toilet. A ground hostess is to be assigned to assist in
customs and other departure formalities, including boarding the aircraft first and hand
over to cabin crew. The presence of all blind passengers their escorts and any special
arrangements made for them while on board must be made known to the captain/senior
cabin crew member.
4.10.1.3 In Flight
Cabin crew will lead unaccompanied blind passengers to the aisle seats near the toilet
and guide them to exact location of the toilets before seated. Before take off, blind
passengers and their escorts may have to be individually briefed on emergency
procedures and cabin layout by cabin crew. B747-Seat row 28-37H and 30-37G.

Date : 01JUL2009
Revised Date :-
4.10.1.4 Transit Station
During transit stops unaccompanied blind passengers may be permitted to remain on

board the aircraft provided the regulations of the countries and the applicable safety
rules are observed. Whenever necessary cabin crew will assists blind passengers to
disembark after other passengers and introduce then to a responsible member of the
airport handling office, preferable a ground hostess to lead to the transit lounge.
During re-embarkation, the airport handling staff/ground hostess will board these
passengers prior to other passengers and hand them cabin crew who will resume
responsibility.
4.10.1.5 Transfer Station
At transfer station involving a change of flight from MAS to MAS or to another carrier,
unaccompanied blind passengers will be assisted by the airport handling staff/ground
hostess in the course of transfer to the on-carrying flight.
In the event of the receiving carrier being unable to provide any previously confirmed
services, such carrier shall make whatever arrangements are necessary for the care and
welfare of the passengers.
In the event of a schedule irregularity causing the delivering carriers flight to miss the
connections of the receiving carrier, it shall be the responsibility of the delivering carrier
to make whatever arrangements are necessary for the care and welfare of the
passengers.
In the event of a schedule irregularity causing the receiving carriers flight either to be
cancelled or not to operate on schedule, the original receiving carrier shall be
responsible to make whatever arrangements are necessary for the care and welfare of
the passengers.
4.11 Transit Night Stop/Delay
Where MAS scheduled night stop or delay requiring accommodation occurs at port, the
responsibility to accommodate unaccompanied blind passengers at hotels and checks
them in for the flight will rest with the airport handling office.
Cabin crew will to ensure unaccompanied blind passengers disembark last and
introduce to the airport handling staff/ground hostess who will be responsible to assist in
Health, Immigration and Customs Formalities, including baggage clearance.
4.12 Diabetics
Persons suffering from diabetes may find their condition affected by travel sickness and
they may have complications of the disease. They may also require special diets and
injection of insulin or tablet medication to control their condition. They should always be
advised to have additional supplies of insulin – or tablets- spare needles and syringe
readily available in their hand baggage in case of breakage‟s or delays en-route. With
regard to special diets, it is important that specific details be obtained from the
passengers, as diets for diabetics vary considerably. Diabetic patients can carry their

Date : 01JUL2009
Revised Date :-
medication on board including insulin jab provided they have a doctor‟s authorisation to
confirm they are insulin dependent. Diabetic persons do not require approval from MAS
medical services department, KUL for travel on MAS flights.
4.13 Carriage of Elderly Persons
At the discretion of the booking office, it is thought that an elderly passenger might not
be fit for the journey a MAS MEDIF Form 70500 should be raised for clearance by MAS
medical services department, KUL.
Where medical approval is not required, but it is thought the elderly passenger who is
not accompanied by family member will need special assistance the selling
message/PNR is to include an OSI item to indicate an elderly passenger needing special
attention.
Example:
OSI : MH MAAS ELDERLY PSGR
The Airport Manager or Senior Official at embarkation and disembarkation must be

advised accordingly.

Date : 01JUL2009
Revised Date :-
4.14 Expectant Mother
Expectant mothers, in normal pregnancy up to 35th weeks may be accepted for

travel on MAS services for long international journeys and 36th weeks domestics
journeys respectively expectant mothers beyond these stages of pregnancies must not
be accepted for travel. Formal clearance and approval from MAS medical services
department, KUL is not necessary.
The passenger must produce a medical certificate signed by her doctor. This certificate
must state the expectant date of confinement – EDC – on the date of travel, also her
fitness for air travel. The medical certificate must be sighted and kept in the file. The
usual notification will be sent by selling stations.
Foreign women who are not citizens of Malaysia and who are in advanced state of
pregnancy, i.e. 6 months or more – will not be allowed entry into Malaysia. Female
foreign passengers who fall under this category must not be accepted for travel
into Malaysia.
Notwithstanding the above, in the event an expectant mother up to the 35th or 36th week
of pregnancy checks in at the airport without the medical certificate she may be
accepted for travel provided she signs the release and indemnity form – refer specimen.
Two copies of the form are to e completed by the passenger, which are to be
surrendered to traffic staff prior to boarding. The original is to be kept by station of uplift
and the duplicate is to be sent to traffic personal in-charge at disembarkation station.
Note:
The initiative in approach on this delicate matter should come from the passenger whose
responsibility is to consult her doctor before commencing for a flight.
Staff must emphasis to any passenger asking for advice, the importance of obtaining
guidance from her own doctor. Her doctor must be informed of the proposed flight plan.
If MEDIF forms are produced one month before her departure, a further MEDIF must be
provided by the passenger not more than three days before her departure.
If prone to travel sickness, an expectant mother should be advised to consult her own
doctor regarding any treatment she may require on the journey. Sickness tablets, which
are carried on all MAS aircraft, will not be given to an expectant mother unless
specifically requested by the passenger on the advice of her doctor. MAS Medical
Services Department is available to advise her doctor or booking staff regarding
acceptance of pregnant passengers.
4.15 Mentally ill Persons
Mentally ill persons must never be accepted for travel except with special authority from
MAS medical clearance services department, KUL. Such passengers will usually require
trained escorts.

Date : 01JUL2009
Revised Date :-
4.16 Physically Handicapped Passengers
Physically handicapped passengers are allocated seats where, in the event of an

emergency evacuation, they can receive maximum assistance and are less likely to
impede other passengers. Mechanized stations should use the facility as explained
under limitation. Such passengers do not require approval from MAS medical service
department KULIB for travel on MAS flights.
Disabled passengers who have lost the use of either one both hands or legs, are
entitled to 50 percent discount on the normal economy one-way or return fares on
MAS domestic services within Malaysia except twin otter and other discounted fares.
Passenger should submit the OKU identification card to MAS prior to issuance of tickets.
4.16.1 Wheelchair
Wheel chair passengers may be accepted for travel without prior medical clearance from
MAS Medical Services Department, KUL where the medical condition limiting his walking
ability, but the disease is inert or unprogressive and therefore he needs no more than
normal in-flight assistance. Additionally traffic at embarkation and disembarkation station
must be informed of the WCHR passenger through a WCHR advice to ensure the
availability of a wheelchair on departure and arrival.
For WCHR request, to insert the normal SSR: element:
SSR: ALL WCHR MH NN1. ELDERLY PAX 78YRS
WCHC and WCHS passenger may require medical clearance based on their medical
condition and not their physical disability.
Passenger requiring WCHS and WCHC due to their physical disability for example a
paraplegic passenger or one who is paralysed or has Polio. Such passengers do not
need medical clearance when requesting WCHS or WCHC
Important Note
WCHC facility is available on B747/B777 aircraft and not available on A330 and
B737-400 aircrafts.
4.16.2 Disable Passenger seating on B747-400:
Disable passengers requesting for WCHR / WCHS / WCHC must be seated nearest to
the disable toilet. These passengers must be book to seat at row 28-37H and 30-37G.
These are aisle seat. Should there be a stretcher request then the passenger‟s on seat
row 29-31H may be reseated on the above seats which are nearest to the toilet.

Date : 01JUL2009
Revised Date :-
Booking disable passengers nearest to the disable toilet will cause minimum
inconvenience to them and also to the crew.
Entry to request for WCHC in PNR is as follow:
Example:
SSR:ALL WCHC MH NN1.PARAPLEGIC
Append under OSI: element, the additional information to describe passenger not related
to MEDA but physical condition.
Example:
- SSR: ALL WCHC MH NN1.PHYSICAL DISABILITY

- OSI : MH PARALYSED DUE TO POLIO
- OSI : MH NON MEDA CASE
Disabled wheelchair passengers traveling on domestic services within Malaysia are

entitled to 50 percent discount on the normal economy class fares. An attendant (escort)
accompanying a WCHC passenger is also given a 25 percent rebate of the normal
economy fare provided travel is performed together on the entire journey.
Disable wheelchair passengers must present the OKU identification card to MAS prior to
issuance of tickets to quality for the rebates.
4.16.3 Conditions of acceptance of WCHC to travel on A330/B737-400 :
 WCHC request can be accepted on international and domestic connection vice versa
provided that the journey time of connecting flight is within one hour non-stop. This is
because passenger may not need to go washroom.
 WCHC can be accepted on all domestic services operated by A330/B737-400

provided the journey is within one hour non-stop.
 WCHC can be accepted if accompanied for journey time more than one
Hour. The accompanying passenger must be able to assist WCHC passenger
onboard and be booked in the same PNR.
 MEDA WCHC request can be accepted provided that such MEDA WCHR
request complied with the above stated conditions and that the MEDA
clearance has been approved by KULIBMH/BKIIBMH.
Staff have to be careful in accepting WCHC request if there is a change of aircraft type
involved.

Date : 01JUL2009
Revised Date :-
Airline Reservation Office is to telex KULRNMH for their immediate attention and action
of WCHC request. When WCHC request is confirmed PPD staff must advice KULK1MH
copy KULKPMH by telex if the flight involves KLIA, for their necessary action.
4.16.4 Handling of WCHC request by KULRNMH – Seat Facility Section-:
For seat facility, staffs are to query the booking source based on above items, of the
conditions of acceptance and action as below:
If “No”, enter:-
SSR :OTHS KL UNA TO CFM DUE WCHC NOT AVAIL ONBD A330 / B737-400
If “Yes”, enter:-
OSI : MH ACCOMPANIED COMPANION (NAME)
Enter RMK:
RMK:ACCOMPANIED ESCORT ABLE TO ASSIST PASSENGER
Note:
WCHC passenger and companion must be seated together nearest to toilet.
Upon receiving WCHR or WCHC request staff must seek clarification as to the nature of
the incapacitation i.e. whether it is medical or physical. In the event it is for medical
reasons such as a recent medical problem the diagnosis must be requested.
The staff should as a guideline enquire the following questionnaires:-
 What medical problem does the passenger have?

 Whether the medical problem is a recent one or it has been a prolonged medical
problem?
 What is the diagnosis?
 Has the passenger been recently hospitalized?
 Is the passenger on any medication now?
When the staffs are in doubt, they are to seek medical advice from MH Medical Centre –
KULIBMH. However, in acute cases wheelchair passenger will be required to obtain
medical clearance based on their medical condition and not basing on the physical
disability. Only on the advice of a medical condition should the passenger be required to
obtain medical clearance.

Date : 01JUL2009
Revised Date :-
4.17 New Born Babies
Air travel is not recommended for new born babies with the first 7 days after birth.
When travel is requested within the first 7 days after birth, or in cases of premature birth,
medical clearance should be obtained from MAS Medical Services Department,
KULIBMH prior to travel on MAS flights.
4.18 Passengers Suffering From Leprosy
Passengers suffering from leprosy but certified fit for travel by a specialist doctor from a
government hospital may be accepted for carriage on MAS. However, this certification
must be done on the proper MAS MEDIF Form 70500.
4.19 Reservations Procedures
Seat reservations for those passengers which fall under the categories described in
section 4.1 medical clearance must be referred to MAS Medical Services Department,
KULIBMH even though they may have their own medical doctors certificate of fitness for
travel. In this connection completed the MAS MEDIF Form 70500.
All PNR in connection with MEDA passengers must have the indication that MEDIF form
have been issued and/or submitted to company‟s doctor for approval.
At location where there is no local approved doctor, it is necessary to signal details in the
form to MAS Medical Services Department, Kuala Lumpur - KULIBMH or to MAS
Medical Services Department, Kota Kinabalu - BKIIBMH for stations in Sabah, Sarawak
and Brunei. In such cases the sender must identify form used and number items in text
of signal to relate to item numbers on the form being used.
An example of a telex message to obtain medical clearance and approval of uplift

from KULIBMH is shown. (Refer to next page)

Date : 01JUL2009
Revised Date :-
4.19.1 Sample of telex to obtain Medical clearance
TY KULIBMH KULRFMH
.KULRFMH
ATTN : DO/SUSAN TKT OFF KLIA
MEDA
1TEO/SIONG ANN MDM
MH640Y09APR SINKCH HK1
MH2346S09APRKCHMYY HK1
SSR OTHS MH APPENDED BELOW COMPLETED MEDA DETAILS IN ACCORDANCE
WITH
MAS MEDIF FORM FOR YR APPROVAL
3. TOTAL BY STERECTOMY AND BILATERAL SALPINGO OOPHORECTONMY 26
MAR 09
PRIMARY
4. NIL
5. NO
6. NO
7. YES
8. YES
9. NIL
10. NO
11A. NO
12B. NO
13A. NO
14B. NO
15. WHEELCHAIR
16. NIL
It is of importance that certain arrangements, such as ambulance service at departure or

destination, escort etc should normally be made by the passenger or his physician MAS
and must be notified of the arrangements made.
This must be indicated accordingly in the MEDIF form.
4.19.2 Notification – Medical Advice
When carriage of the incapacitated passenger is approved by MAS Medical Services

Department, KULIBMH the passenger must be informed accordingly of the conditions of
acceptance. The decision of MAS Medical Services Department is final and it will include
a decision as to whether an attendant is required. Reservation /Ticketing staff is then
responsible to dispatch a medical advice to all related departments as detailed below:
 The Airport Manager or Senior Official at the boarding point and the deplaning point.
 The catering unit when special diets are required. Passengers normally take the
initiative in requesting special diets but booking staff must enter the meal request in
the PNR when bookings are made.

Date : 01JUL2009
Revised Date :-
 Flight Operations Manager (Operations Dispatch) who will relay information to Flight
Captain, Flight Hostess and Senior Crew of the flight concerned.
 When approval for a round trip is indicated in the MEDIF form, the reservations office
must advice the reservations office at the station where the return journey
commences that the passenger has also cleared for the journey. The address and
telephone number at the return point should be included in the message. The
reservations office at the return journey should contact the passenger to make
arrangements for the return journey. The latter action is most important when an
open date return is involved.
 When travel involves KUL, all medical advices must also be addressed to KULKK
and KULKP and MEDA/Stretcher must be copied to KULKJ, KULKL, KULK1, and
KULKD
Notification must include the following details:
i. Code MEDA – Medical Case, MEDA Stretcher – Stretcher Case or, to

indicate a wheelchair requirement, MEDA WCHC or WCHS as
appropriate.
ii. Passengers name and title – age where necessary
iii. Service Number, class of travel and date of departure
iv. Boarding and deplaning points
v. Other information as necessary for example:
vi. Assistant/Ambulance required: Has/Has not control of bowels/bladder,
accompanied – give details – or unaccompanied, seat near toilet, oxygen
set to accompany
vii. Diet required.
 When applicable, notification should indicate whether ambulance arrangements have

been made privately and the precise address to which the passenger is proceeding
must be included. It is necessary to include the name of Hospital or Medical Center
for making the arrangement of ambulance to meet the MEDA passenger on arrival at
deplaning point and the telephone number of Hospital or Medical Center at
Deplaning point for providing ambulance on arrival of the MEDA passenger.
In all cases, the passenger and the escort must be advised that ambulance costs are to
borne by the passenger.

Date : 01JUL2009
Revised Date :-
4.19.3 Example: MEDA Advice
TY KULKDMH KULOCMH KULKPMH KULKKMH KULK1MH KULRRMH HKGKDMH

.KULRFMH
ATTN : DO/SUGEN TKT OFF KLIA
MEDA
1BURGESS/L MR
MH072Y25SEP KULHKG
MILDS HEART DISEASE
1. COMPANY DOCTOR APPROVES TRAVEL SUBJECT FOLLOWING
2. MEDICINE AS PRESCRIBED BY OWN DOCTOR
3. ASSIST ON/OFF AIRCRAFT
4. OXYGEN AVAILABLE IF PHYSICALLY DISTRESSED STOP ADVISE CREW
4.19.4 Nomal Pregnancies
KULKDMH KULKPMH KULK1MH

.KULRFMH
MEDA
1ISMAIL KADER/MRS
MH782Y23SEP KULBKK
NORMAL PREGNANCY EDC 25DEC
1. GENERAL ASSISTANCE ON/OFF AIRCRAFT ETC
2. ADVICE CREW
4.19.5 Pregnancies requiring approval

KULIBMH
.KULRFMH
ATTN : DO/SUSAN TKT OFF KLIA
MEDA
1LONGFELLOW/A MRS
MH07223SEP KULHKG
PREGNANT EDC 20OCT
1. COMPANY DOCTOR APPROVES TRAVEL SUBJECT FOLLOWING
2. AS ADVISED BY CO.DOCTOR
3. STANDBY OXYGEN KIT
Whenever therapeutic oxygen is prescribed by the physician for a medical case

passenger during a flight, it can normally be provided on request in the form of a
standby oxygen kit for all Malaysia Airlines aircraft types, except Twin Otter.
Date : 01JUL2009
Revised Date :-
The oxygen is stored in bottles which are placed in a kit. The maximum a kit can contain
is 3 bottles. The kit will be fixed under the seat in front of the medical case passenger.
 The oxygen can be consumed at a rate of 4 or 7 litters per minute. Therefore, the
maximum a kit can sustain at continuous flow is 3 or 1 and half hours respectively.
 Consumption beyond the above duration basing on the rate of flow can no longer be
source from the aircraft‟s supply which is strictly for emergency use e.g.
decompression in the cabin, passenger developing breathing difficulty etc.
 Consequential to item III: Above, passengers who have been prescribed with the
continuous oxygen supply cannot be accepted on flights with duration exceeding 1
and half or 3 hours, basing on the rate of flow.
Notwithstanding the above, MEDA passengers whose prescription for oxygen is on a

standby basis may be accepted for carriage subject to:
 Availability of the oxygen kit at the point of uplift as advised by engineering supplies
at KUL/KCH/BKI
 Approval for uplift of the MEDA Passengers from Medical Services Department KUL
or BKI
For clarification purposes, MEDA passenger prescribed with oxygen on a standby basis
may be accepted for carriage irrespective of flight duration as consumption beyond 1
and half or 3 hours will be considered unforeseen thereby rendering it legal to be source
from aircraft supply.
Requisition of Oxygen Kit:
Passenger Originating: Telex Addressee

Sabah And Brunei BKIEJ
Sarawak KCHEJ
Peninsular Malaysia And Singapore KULEJ KULEL
All Other Areas KULEJ KULEL

Date : 01JUL2009
Revised Date :-
4.20 Stretcher Cases
Stretcher cases must always be accompanied by a medically qualified personnel unless

prior exemption has been obtained from company‟s doctor. The accompanying
passenger is also to look after the stretcher case passengers toilet requirements as our
cabin staff, because they handle food, cannot do this in any circumstances.
Stretcher is restricted to one in the economy class of B747, B777, AB3, B737 AND
F50
Stations have to create a normal PNR with the request for stretcher under SSR. Note:
When other carriers are involved in the carriage of medical cases, reservations selling
station should take action to clear their own medical cases with the carriers direct. It
should not be left for embarkation station or inventory services and support to handle
this.
4.21 Guidelines For Stretcher Cases
Malaysia Airlines our national carrier essentially caters to its passengers. While MAS is
not an Air Ambulance, services to uplift MEDA passengers and STCR cases has been
advocated. Guidelines for the uplift of stretcher cases are as follows:
4.21.1 Medical Certificate Of Fitness For Travel Form
i. Completion of MEDA Form
All ill passengers should have the MEDIF form filled duly signed and stamped by the
physician attending to the patient and submitted to the reservations department prior
to travel.
ii. Approval For Travel
All stretcher cases will have to be certified fit and approved by MAS in-house doctors
either in KUL or BKI Medical Center i.e. KULIBMH or BKIIBMH
iii. Time Frame
Carriage or stretcher cases on board the aircraft will still depend in the availability of
stretcher.
iv. Passengers
Infectious disease will not be certified for travel. Patients whose vital signs are stable
could be certified and approved for travel provided they are accompanied by medical
personnel.
v. Transport
Prior arrangements for ambulance services from the hospital to the airport and vise
versa should be made by the passenger.
Date : 01JUL2009
Revised Date :-
vi. Medical Personnel
Passengers with unstable medical conditions requiring close monitoring should be

accompanied by a doctor. Passenger whose vital sign are stable maybe
accompanied by a staff nurse or medical assistant.Medical Equipment
All equipment utilized such as suction apparatus, nabulisers etc. should be battery-
operated and approval to carry such equipment be obtained from Engineering
Department.
vii. Letter Of Indemnity
Very ill passengers who need to travel and approval to fly is given by the MAS in-
house doctors to fly should sign a letter of indemnity to undertake any risk due to any
unforeseen circumstances or eventuality.
Note: Please note that Cabin Crew are capable of giving only basic first aid.
4.21.2 Booking Office Action
 Create a normal PNR for the medical case passenger and the accompanying
attendant, the seats must be confirmed before stretcher is requested.
 Check the stretcher facility is available for the aircraft used.
 Request for the stretcher seats displacement under facts of PNR.
Entry:
SSR:3 STCR MH NN1/P1
The response from system is always on request “PN” and at EOT (End transaction) the
PNR will be placed automatically on a specific queue which will be acted by KULRNMH
staff. The booking station is to send a separate request for the stretcher kit to the
respective engineering base.
4.21.3 Example of PNR creation for a stretcher on A B737 flight.
SS MH 1140Y3AUG KULPEN NN2

NM1LIM/KS MISS 1TAN/LY DR
CT:B/KUL/3298 2174 XTN 416 – DR TAN
TKTL/1200/27JUL/KUL001
RT

Date : 01JUL2009
Revised Date :-
Subsequent entry after the redisplay of the booked segment:
SSR: 3 STCR MH NN1/P1

SSR: MEDA MH NN1.POST OPERATION
*R
Response:
4.21.4 Requisition Of Stretcher
The booking station on receipt on confirmation of space for the stretcher from facility
control and services will then request for stretcher through the phone followed by telex to
the respective area engineering base.
 All out station request will be made by telex.

 Main base requirements should be made direct by telephone and followed by telex to
the following:
Advance notice must be to position the stretcher, but not less than 24 hours
before departure.
AT MAIN BASE
 LINE MAINTENANCE SUPERINTENDENT

KLIA - KULELMH
TELEPHONE:
COPY TO: SENIOR DUTY ENGINEER – KULELMH
TELEPHONE:
 ENGINEERING SUPPLIES CONTROLLER

KLIA -KULEJMH
TELEPHONE:
 LINE STATION
 MAINTENANCE MANAGER KLIA - KULEGMH

COPIES TO:

Date : 01JUL2009
Revised Date :-
 ENGINEERING SUPPLIES CONTROLLER

KLIA – LINE STATION – KULEJMH
 STATION ENGINEERING – AT STATION WHERE THE STRETCHER IS TO
BE INSTALLED
 STATION ENGINEER – AT STATION WHERE THE STRETCHER IS TO BE
REMOVED.
In the event there is a stretcher request for a passenger boarding ex Sabah, Sarawak
and Bandar Begawan on a B747 flight, the telex message applying for the stretcher
equipment must also be copied to engineering purchasing and supply superintendent
BKI/KCH-BKIEJMH/KCHEJMH and Engineering store BKI – BKIESMH.
The following details must be included in the telex message:
 Request MEDA Stretcher

 Passengers Name/Title
 Service Number, class of departure and sector
STRETCHER REQUEST
1 LOW/TEKCHAIMR
MH072Y20OCT KULHKG HK1 ETD 0915 ETA 1300
STRETCHER CANCELLATION
1LOW/TEKCHAIMR
MH072Y20OCT KULHKG XX1
Important Note:
Indicate in full stretcher request or stretcher cancellation in telex advice.
4.21.5 Stretcher Kit (Sabah & Sarawak Stations)
A stretcher kit is available in Sabah and Sarawak for the requisition of a stretcher for
travel solely in Sabah and Sarawak. Requisition should be sent to:
Kota Kinabalu
i. Engineering Stores - BKIESMH

ii. Engineering purchasing and supply - BKIEJMH
Superintendent Sabah, Sarawak and
Date : 01JUL2009
Revised Date :-
Brunei
iii. Assistant maintenance SSB copies to - BKIEOMH
iv. Station engineer - BKIKEMH
v. Airport Manager - BKIKDMH
vi. Reservations Controller - BKIRQMH
Kuching
i. Engineering / Station Engineer - KCHEJMH

ii. Engineering General Copy to - KCHEEMH
iii. Reservations Controller Sarawak - KCHRQMH
The format for requisition of stretcher will be as per example illustrated above.
Maintenance Manager, Asst. Maintenance Manager in the engineering department in the

case of travel solely within the Sabah-Sarawak region will advise the availability of the
stretcher with a copy to the respective engineering base where it is to be fitted and
removed.
If stretcher cases are turned down on medical grounds or stretcher kits being is not
available, the space protected must be canceled immediately with inventory services
and support.
4.21.6 Notification – MEDA/Stretcher
Once seats protection and uplift of stretcher are confirmed by facility control and
services and engineering. Reservations, is responsible to dispatch the MEDA/Stretcher
– as per format detailed out in section 7.1 such advice must include the points of
embarkation/disembarkation where stretcher is to be fitted and removed.
4.21.7 Passenger Reservations Control Action
Facility control and services must monitor all pending request on queue and to process
the MEDA/Stretcher PNR. On receipt of such PNR, staff will take the following sequence
of action.
4.21.8 Seats Displacement – Creation Of PNR
Facility control and services will only confirm space if, in their opinion the load position
permits the displacement of seats for the stretcher case passenger, and the
displacement of seats are as follows:

Date : 01JUL2009
Revised Date :-
AIRCRAFT REGISTRATION SEATS DISPLACED

TYPE NUMBER
9 SEATS DISPLACED
B747 – 400 - 29HJK/30HJK/31HJK
PASSENGER SEATS 29H/30H/31H ARE AVAILABLE FOR
ATTENDANT/S
6 SEATS DISPLACED
B777 – 200 - 12JK/14JK/15JK FOR ATTENDANT/S SEPARATE
PROTECTION SEATS 16JK
6 SEATS DISPLACED
A330 – 300 - 12HK/14HK/15HK FOR ATTENDANT/S MUST BE
PROTECTED SEPARATELY I.E. 16HK
9 SEATS DISPLACED
B737 – NEW CONFIG 5DEF/6DEF/7DEF SEATS
400/500 5/6/7D AVAILABLE FOR ATTENDANT/S
6 SEATS DISPLACED
F50 - 2DF/3DF/4DF.SEATS FOR ATTENDANT/S MUST BE
PROTECTED SEPARATELY I.E. 5DF
Note:
Information on stretcher kit:

Weight of stretcher………………...25kgs
Weight of stretcher…………………13kgs
Total weight…………………………38kgs
On retrieving the queue from the system, the staff at KULRNMH will then create a
separate PNR for the seats protection under – BL: SUB entry to block seats where the
number of seats will be dependent on the number of accompanying passengers.
e.g. B737
- If 2 attendants accompanying, the new PNR created for the seat protection will be
under 7 block seats.
- If 1 attendant accompanying, the new PNR created for the seat protection will be
under 8 block seats.

Date : 01JUL2009
Revised Date :-
4.21.9 Entry to create a block seat for MEDA stretcher case:
BL:SUB
SS MH2604 Y 04AUG KULBKI NN8
*R
Subsequent entry after retrieval of booked PNR:
OSI : MH PATIENT PNR REF KBQST

OSI : MH TCP WITH REF KBQWL FOR ATTENDANT
*R
PNR created for stretcher under BL:SUB entry.
Response:
After the creation of the stretcher PNR, retrieve the original PNR of the stretcher case
passenger and check whether the stretcher facility is still available for the booked flight.
If available proceed to book the stretcher facility, with the below entry:
 Reactivate the – PN – stretcher fact in the PNR with the entry 7/KK
Response upon retrieval of PNR:

Date : 01JUL2009
Revised Date :-
The system will show KK segment on Stretcher request. Facility control is then required
to confirm the SSR item with entry:To confirm the status and EOT the PNR with entry
*KR
To protect the seat numbers for stretcher case passenger and attendant :
Entry: ASR:3/6DE/P1/2
For STRETCHER block seats, use extra seat EXST to protect
Entry: ASR:1/6ABC/7ABC/8A
Recheck all entries and end transaction.

Date : 01JUL2009
Revised Date :-
4.21.10 Fitment And Removal Of Stretcher
Areas where fitment and removal of the stretcher on MAS services can be
carried out are:
STATION TELEX STATION TELEX ADDRESS

ADDRESS
KUALA LUMPUR KULELMH JOHOR BAHARU JHBKKEMH
SINGAPORE SINKEMH MIRI MYYEEMH
PENANG PENKEMH B.S BEGAWAN BWNELBI
KOTA BAHRU KBRKEMH SIBU SBWEEMH
KUCHING KCHKEMH BANGKOK BKKTLTG
JAKARTA CGKKEMH MEDAN MESKEMH
ALOR STAR AORKEMH HONG KONG KHGHCCR
KOTA KINABALU BKIKEMH TOKYO NRTTOSK/
NRTKEBA -
B747 OPS
SYDNEY SYDESQF MADRAS MAAEMIC
MAAKEAI
MELBOURNE MELKEQF DUBAI DBXBEXEK
DXBMLEK
PERTH PERMKAN JEDDAH JEDTTKL
COPY PERKEMH
AMSTERDAM SPLTZKL
TAIPEI TPEKEMH
PARIS CDGJKUT
SEOUL SELMWKE
FRANKFURT FRAEELH MANILA MNLKEMH
DENPASAR DPSMMGA LOS ANGELES LAXKEBA
COPY DPSKOGA/
DPSSKKGA

Date : 01JUL2009
Revised Date :-
Note:
When seats are protected for stretcher cases on F50 services, facility control and
services must take note of the areas where engineering facilities are available and
protect seats accordingly.
Traffic at the original embarkation stations and at route stations will protect appropriate
seats for stretcher cases by taking the seating plan and passenger information sheet
action, in accordance with the instructions from traffic standard and procedures section.
4.21.11 Traffic Office Responsibility
Traffic office at embarkation point will record full details of medical cases on the
passenger manifest for information of crew. Both embarkation/disembarkation and route
station traffic will provide whatever assistance required as shown in the medical advice.
4.21.12 Reporting Time At Airport
At KUL Station
When stretcher case is acceptable, the passenger who requires STCR must be
adequately briefed to report at the check in counter at minimum of 2 hours before flight
departure ex Kuala Lumpur.
In the case of the STCR passenger arriving Kuala Lumpur, the ambulance must be at
the airport Kuala Lumpur 30 minutes before arrival of the aircraft.
Other Location:
At other locations the ambulance must report at MAS office in sufficient time before
departure and arrival of the aircraft.
Note:
It is not possible for a passenger who is on a stretcher to be taken into the aircraft. A
transfer is necessary whereby the passenger will be physically carried to/from the
stretcher already fixed in the aircraft. This is necessary because of the galley structure
which narrows at the aisle.
This means that the original stretcher with the passenger on it is carried into the aircraft
and placed on the galley floor, after which, the passenger will be carried through the
door of the bulkhead and placed on the aircraft stretcher.
4.22 Stretcher Fares
1) B747 Aircraft Type

Date : 01JUL2009
Revised Date :-
The fare charged will be nine times the normal adult one – way or round trip economy
fare for the journey to be undertaken, including the fares for attendants accompanied the
patient, up to a maximum of 3.
2) AB330 Aircraft Type
The fare charged will be eight times the normal adult economy fare for the journey to be
untaken, including the fares for 2 attendants whether accompanied by 1 or 2 attendants.
The fare charged will be eight times the normal adult economy fare for the journey to be
undertaken, including the fares for 2 attendants whether accompanied by 1 or 2
attendants.
The fare charged will be nine times the normal adult economy fare for the journey to be
all undertaken, including the fares for 3 attendants whether accompanied by 1 or 3
attendants.
5) F50 Aircraft Type
The fare charged will be six times the normal adult fare for the journey to undertaken.
Any attendant accompanying the patient will be required to pay the normal one-way or
round trip fare for the journey to performed.
4.23 Baggage
The total free baggage allowance will that applicable to the number of fares paid but
each passenger will be allowed to carry only the single entitlement of personal articles.

Date : 01JUL2009
Revised Date :-
4.24 Ticketing
4.24.1 Stretcher Case passenger
a) One ticket will be issued for the stretcher passenger showing the applicable fare
and the additional charge for the stretcher.
b) In the “Endorsement Box” – AXE element, enter – Stretcher Case
c) In the “Fare Calculation” box – AXC element of the manual ticket, make normal
entries showing the applicable fare for the sector involved. Beginning on the line
following such entries, repeat cities between which the additional charge applies. In
the carrier column, enter – STCR – Opposite last city of the sectors. In the fare
calculation * Column enter the additional amount opposite the “ STCR”, derived
from multiplying by eight – B747-, seven times – AB330 – eight times – B737 –
and five times for F50.
d) In the fare calculation area of the automated ticket follow all other fare calculation
entries by STCR, the applicable segments and the amount as explained above.
Example:
KUL MH BKK364.94 STCR KULBKK2927.52 NUC3293.46END ROE3.713700

Date : 01JUL2009
Revised Date :-
4.24.2 Accompanying attendant
a) A separate ticket will be issued for each paying fare attendant in accordance with
standard procedure. Enter accompanying stretcher case in the endorsement box.
b) In the case of accompanying attendants where the fare is included in the stretcher
passenger ticket, issue a separate ticket, issue a separate ticket and enter, no fare in
the fare and total rubrics of a ticket. In the endorsement box, enter accompanying
stretcher case.
Note: The applicable Airport PSC (Passenger Service Charge) must be collected at the
time of ticket issuance. The tax amount is to be entered accordingly in the “Tax”
box – AXT element of the ticket.
MEDIF – Medical information form for air travel handling information (Part 1) and
(Part 2) must be completed and information in it is to be kept.
(Please refer to specimen of “Release Indemnity” form on next page)

Date : 01JUL2009
Revised Date :-
RELEASE AND INDEMNITY

In consideration of Malaysia Airlines System Berhad, here after referred to as “MAS” is
permitting me to uplifted in circumstances where I am in early stage of pregnancy,
I ______________________________Age_____ IC No. _________________________
of (address) __________________________________________________________am
prepared at my own risk to bear any consequences which the carriage by Air and any
circumstances incidental thereto, normally associated with carriage by air including, but
not limited to, changes in altitude, temperature, pressure speed, direction, time zone and
also unavoidable delays in carriage, may have affected upon my state of health and I
hereby release to indemnify MAS and its Employees, Servants, Agents, Directors and
Insurers and any one or more of them from and against any liability for such
consequences to the extend and in respect of all actions, suit, proceedings payments,
judgments, costs and expenses, which may be suffered by, accrued against be charged to
or recoverable from MAS and its Employees, Servants, Agents, Directors and Insurers or
any one or more of them incapacitation suffered or contracted by myself of any other
persons at all including my estate arising out of or in connection with my carriage by air in
these circumstances on flight MH _____________ from _________________________to
____________________ date _______________ on my own free will and not being under
the influence of MAS, or its Employees, Servants, Agents, Directors, or Insurers or any
other person.
I also agree to reimburse MAS upon demand for any special expenditure or costs incurred
by them or on their behalf in connection with the said carriage by air.
Dated this ___________________ Day of __________________ 20
Passenger _______________________ Witnessed by __________________________

(Signature) (Signature)
Names of Witness: ________________________________
IC No: __________________________________________
Address:________________________________________________________________

Date : 01JUL2009
Revised Date :-
4.24.3 Notes for the guidance of practitioners
The principal factors to be considered when assessing a patients fitness for Air Travel,
are the effects of reduced atmospheric pressure and consequent reduction in oxygen
tension.
Even in pressurized aircraft, the cabin may be at a pressure equivalent to an altitude of

500 to 7000 feet.
The following conditions are usually considered unacceptable for air travel:
 Anemia of severe degree

 Severe cases of Otitis Media and Sinusitis.Acute contagious or communicable
disease – e.g. Open tuberculosis –
 Myocardial infarction within 6 weeks of on set – congestive cardiac failure.
 Hypertensive disease with severe complications.
 Peptic ulceration with recent hemorrhage within 3 weeks
 Post-operative cases – a) Within 10 days of simple abdominal.
b) Within 21 days of chest surgery.
 Skin disease which are contagious or repulsive in appearance.
 Fractures of the mandibles with fixed wiring of the jaw
 Mental illness without escort and sedation.
 Pregnancies beyond the end of the 35th week for long international journeys
and beyond 36th week for short journey.
 Introduction of air body cavities for diagnostic or therapeutic purpose within 7 days.
Although these are suggested limiting factors, each individual case must be considered
on its merits ad dependent on whether or not the passenger is accompanied by a
professional Escort.
Cabin staffs are trained in first aid only, and are not expected to pay particular attention
to invalids to the detriment of service to other passengers. Additionally, except in
emergency, they are not permitted to administrator any injections.
Medical practitioners can obtain advice on the above, or any further information from
MAS appointed medical official.
Note:
Any fee for completion of this certificate, or for medical examination or report, will be the
responsibility of the passengers.

Date : 01JUL2009
Revised Date :-
4.25 MEDA Oxygen Kit - Reservations Procedure
MEDA oxygen kit must be requested under SSR element of PNR.
Example of entry:
SSR: 4 MEDA MH NN1.OXYGEN KIT
Followed by a description under OSI item.

Example of entry:
OSI: MH MEDA REQUIRE OXYGEN KIT 2LTR PER HOUR

OSI: MH PAX ASTHMATIC
Request Of Extra Oxygen Kit
If any request for extra oxygen kit is made, an extra seat must be booked and
100 percent of the applicable fare for the class of travel on which the extra seat is used
shall be charged accordingly. However, no additional surcharge will be collected for the
use of the extra MEDA oxygen .
Note:
The following OSI element must be entered in PNR.
Example of entry:
OSI: MH MEDA REQ EXTRA OXYGEN 2LITRE PER HOUR
Example of PNR involving the above request :
Note :
Passengers must be advised that once the MEDA oxygen kit has been confirmed, the
applicable MEDA oxygen surcharge is to be paid at least 48hours before departure.

Date : 01JUL2009
Revised Date :-
The above information must be set by updating the Ticket-Time-Limit element of the
PNR indicating the the latest time to make payment for ticket issuance.
The collection of payment will be made at any MAS ticket offices and Miscellaneous
Charges Order (MCO) will be issued as proof of payment.
The MEDA oxygen surcharge is non-refundable once the MCO has been issued.
However, the above surcharge will not apply on MEDA - Stretcher passenger‟s booking
creation. This is in consideration of the MEDA/Stretcher passengers who are required to
purchase the full published fare for the arrangements to block MEDA or Stretcher seats .
Note :
The above policy does not include MEDA or Stretcher requests for passengers
originating from UK as the existing procedures and local practices in UK shall be
applied.
4.26 Request For Oxygen Kit
Owing to safety regulation, passengers are not permitted to bring their own oxygen kit
into the aircraft.
The ambulances or personnel must ensure to provide their own oxygen bottle when
ferrying passenger to and from the aircraft. Should the passenger require oxygen
continuously.
For the expeditious processing of their requests, all stations are advised to adhere to the
following telex format indicating the aircraft type when requesting for the Meda oxygen
kit.
Example :
TY KULELMH KULEJMH KULRNMH

.KULRRMH
RE OXYGEN KIT REQUEST ON A330 ACFT TYPE
1LEE/KIMLIMMDM
MH 702 Y 17OCT KULMNL OK
NON-CONTINIOUS – 7LITRE PER NIMUTE
KULIB APPROVAL DTG 220915
THKS BRGDS

Date : 01JUL2009
Revised Date :-
Informatively, the following stations are presently allotted with MEDA oxygen kit and
request can be made 24 hours before the scheduled flight departure time.
Station Quantity
KUL 02
BKI 02
KCH 04
SBW 04
TWU 01
MYY 01
PEN 01

Date : 01JUL2009
Revised Date :-
Note:
For all other stations not listed above, the total lead time required to transport the MEDA
oxygen kit to MH airport line stations will be at least one week before, inclusive of
logistics.
Consequently the requirement has been revised to 07 days after the notification and
approval from Medical Services Department, KUL. This is to ensure that the MEDA
oxygen kit will be available on-time at the destinations.
Important Notice/Reminder:
MEDA Oxygen / Stretcher must not be requested on the following aircraft type:
A330- MEDA Oxygen kit and stretcher cannot be

200 installed until further notice.
B737- MEDA Oxygen kit and stretcher cannot be
800 installed on all compartments.
B777-  Oxygen kit not available on GCCL.
200  Stretcher can be requested on condition that
MEDA oxygen kit not required by passenger.
 Oxygen kit available only in EYCL for Non-
MEDA case.
4.26.1 Requirement For Ambulance Contact In Stretcher Advice
It is mandatory to indicate the name and contact of the company or hospital that is
providing the ambulance service at embarkation and disembarkation point for stretcher
cases.
This is to provide service to our passenger‟s in the event that the ambulance does not
arrive or there is a flight delay. The company or hospital contact number will enable our
reservations and airport services to contact them accordingly.
It must be ensured that the ambulance provider‟s contact is stated in the stretcher telex
advice. The PNR should also reflect such information under the OSI: element:
E.g. OSI: MH AMBULANCE CTC SUBANG MEDA SVCS TEL NO 03-7750 8510
4.27 Large Passenger Requesting For EXST On B777/B747
Large passenger requesting to book for two economy class seat for extra comfort
because of his/her size, they must be politely informed that it is not recommended
on our B777 and B747 due to economy seat design factor that the arm rest cannot be
raised fully.

Date : 01JUL2009
Revised Date :-
The arm rests of the economy class seats on B777 and B747 aircraft types are not fully
adjustable unlike those of B737 and A330 aircraft types which can be raised fully.
Owing to the above factor, large passenger despite having taken an extra seat will
somewhat still have to experience discomfort as the arm rest cannot be raised fully on
the economy class seats of B777 and B747 aircraft types.
As such passenger should be offered on GCCL or FRCL for better comfort.

Staff is required to establish the aircraft type before confirming any extra seat to
passenger.
4.28 MEDA Oxygen Kit Charges
A service fee is imposed for passenger‟s requesting for medical oxygen kit for the
following routes:
 Domestic sectors including Singapore and Brunei :

Free of Charge
 One way International sector :

USD200 or equivalent local currency
 Return International sector :

USD400 or equivalent local currency
 Nil additional charge at stopover points:
Example : SYD/KUL/LON sector the Meda surcharge is USD200 for the entire journey.
4.28.1 MEDA Oxygen Kit Charges in the United Kingdom
A service fee is imposed for passenger‟s requesting for medical oxygen kit for non
continuous use onboard traveling Ex - United Kingdom. The charges are as follows:
 Ex United Kingdom- One way travel : GBP300
 Ex United Kingdom – To and from (return travel) : GBP400
 Stopover outside United Kingdom for more than 24hours: GBP100 additional
charges
Example : LON/KUL/SYD
Note:
If the request for stopover is made outside United Kingdom for travel EX-UK,the oxygen
kit will be requested and the payment will be collected outside the UK at the point
where the stopover was made. LONMH would get involved and charge passenger
accordingly should passenger change his or her itinerary EX-LON

Date : 01JUL2009
Revised Date :-
4.29 Carriage Of Infants
4.29.1 Introduction
Most airlines provided bassinets or similar equipment on board their aircraft for use by
the passenger traveling with infants. Reservations for bassinets can be made at time of
initial reservations and if not available can be wait listed. In such a situation the caller
must be told that she may have to carry the infant on part of the whole journey unless a
seat is reserved for the infant by paying 50 or 67 percent of the adult fare depending on
the route. An infant (baby) is a passenger who has not attained his/her second birthday.
The age is taken as at commencement of journey. Due to safety requirement one

adult is only allowed to carry one infant onboard MH services.
Infant will not be allowed occupancy of the bassinet during takeoffs landing and as and
when required by the cabin crew. During these times the infant has to be held be the
accompanying adult.
Owing to storage constraints passengers bringing their own bassinet will not be allowed
to use it in cabin. Instead it will be stored away in the cargo hold. The combined weight
of the carrycot and purely baby essentials must not exceed 10 kilos. The provisions
over and above the free baggage allowance allotted to the accompanying adult
passengers. It should be made clear that if any adult item is found packed together with
the infants‟ item such item will be removed and weighed under the passengers free
baggage allowance.
4.29.2 Bassinets Carried On Board
AIRCRAFT NO OF BASSINETS NUMBER OF POINT AVAILABLE

TYPE CARRIED ONBOARD FRCL GCCL EYCL TOTAL
B737-400 02 - 02 02 02
B777-200 10 02 02 06 10
B747-400 11 NIL 01-UD 06 11
A330-300 08 02 02 04 08
Note: For B747-400 aircraft, only 01 floor cot available upon request onboard aircraft

Date : 01JUL2009
Revised Date :-
4.29.3 Bassinet Measurement

The size of the bassinet varies accordingly to its mounting:
The standard kit is made up of strong plastic material, which measures 29.52 inches
long, 13.38 inches wide and 8.8 inches height.
The weight limitation is in the range of 11-15 kg – Caucasians
Passengers are not allowed to carry their own bassinets onboard the aircraft due to
safety and storage reason.
4.29.4 Facility Seat
As only a limited number of seats are allocated with carryout facilities passengers who
are not traveling with infants should not be offered these seats. Bassinet seats are
denoted with I in the aircraft cabin display. These seats are meant for bassinet fitment
and only to be allocated to others with infants. These seats are located in front of cabin
sections of the aircraft.
In the event that there is no bassinet request and only the bassinet seat has to be
offered due to all other seats being taken up, staff must advice passenger that if there is
a request for bassinet at the airport, he or she will have to be reallocated to another seat
in order to accommodate a mother with infant. This information must be indicated in the
remarks of the PNR.
4.29.5 Limitations
Carriage of infants on Malaysia Airlines flights is an acceptable practice, however for

safety reasons one adult can only travel with one infant regardless of the fare paid for
the second infant. This is due to the compelling reason that in any given group of seats
within a row i.e a group of seats next to an aisle, the number of oxygen supply outlets
always has an additional one.
Two infants must not be seated together in the same row of seats even bassinets are
available. This is due to infant oxygen mask limitation.
The number of infants that can be accepted on a flight will be dependent on the aircraft
type and the numbers of spare oxygen masks and life jackets available onboard the
aircraft.
The new version B747-400 series aircrafts, there are no bassinets facility available in the
First Class cabin. Passengers who wish to carry infant onboard the first class on these
aircraft B747-400 series will not be accepted for travel but must offer Golden Club class
as an alternative.

Date : 01JUL2009
Revised Date :-
AIRCRAFT TYPE SPARE OXYGEN MASKS SPARE LIFE JACKETS
131 22
B747-400
99 15
B777
117 14
A330
52 06
B737-400
52 15
B737-800
02 05
F50
Note: F50 aircraft do not have passenger oxygen mask system
4.29.6 Carriage Of infants – Life Jacket
For F50 aircraft when required to fly to west Malaysia and passengers are carried
onboard additional life jackets must be uplifted onboard. 25 infants can be carried
without additional request for life jackets if flying overland. For more than 5 infants on
F50 flying over sea additional life jackets must be requested from engineering
department KULELMH KULEJMH.
For B737-400, 6 infants can be carried without additional request for life jackets. This is
based on the standard number of spare life jackets carried onboard. However the
maximum number of infants that can be carried onboard are 46 infants. This figure is
based on the aircraft having 52 rows less the 6 emergency exit rows equals 46.
For A330, 14 infants can be carried without additional request for life jackets. This is
based on the standard number of life jackets carried onboard the aircraft. However, the
maximum number of infants that can be carried is 106 infants. This figure is based on
the standard 8 oxygen bottles carried onboard. The infant limit is 400-294 configurations
and equals 106. When more than 14 infants are booked, additional life jackets must be
requested from Engineering Department KULELMH KULEJMH.
For B777, 15 infants can be carried without requesting for additional life jackets. This is
based on the standard number carried onboard. However, the maximum number of
infants that can be carried is 97. This is because there are 99 rows and less 2
emergency exit rows is equal to 97. When more than 15 infants are booked, additional
spare life jackets must be requested from Engineering Department KULELMH
KULEJMH.
For B747, 22 infants can be carried without requesting for additional life jackets. This is
based on the standard number carried onboard. However the maximum that can be
carried is 122. This is based on the aircraft having 131 rows less than 9 emergency exit

Date : 01JUL2009
Revised Date :-
rows equals to 122. When more than 22 infants are booked, additional spare life
jackets must be requested from Engineering Department KULELMH KULEJMH.
The appended procedure is to ensure that an adequate supply of the life jackets is
available when infants are traveling.
For single legged flights the boarding station need only determine the number of infants
booked out of that station.
However, on multi-sector flights, each boarding station must in addition to the number of
infants departing their station also determine the number of infants transiting their
station. Should the total number of infants departing a station exceed the standard
number of life jackets carried on board for example the standard for B737-400 is 06 then
that boarding station is required to request for additional life jackets to be uplifted on the
aircraft. The telex is to be sent to engineering department addresses: KULEJMH and
KULELMH
Sample of telex is as follows:
TY QD KULEJMH KULELMH
.KULRCMH
INFANT LIFE JACKETS B737
MH784/25MAY KULBKK
NO OF INFANTS TRVLG EX KUL 15
-----
TOTAL 15
PLEASE ARRANGE FOR ADDITIONAL UPLIFT OF 3 INFANT LIFE JACKETS.
Request for additional life jackets for flight departing KUL must be received at least 24
hours before flight departure and request for flight departing at all other location must be
received at least 48 hours before departure.
For all domestic stations, the request for additional life jackets must be copied to their
local engineering department.
4.29.7 Infant Kit Carried On Malaysia Airlines Services.
Feeding mothers are advised to carry their choice of Infant Formula due to a wide
variety of formula available in the market and the different preferences of infants.
However, should a request be made for an infant formula, Malaysia Airlines will only
provide the limited choice of Infants Formula baby and food carried on board the Aircraft.
The standard Infants Formula and baby food carried on board is only available on
B747/B777 AND A330 aircraft types.
Air travel is not recommended for a new born within the first seven days after birth.
The following standard infant formula and baby food is carried on board:

Date : 01JUL2009
Revised Date :-
1. Dumex Milk Powder - 1 Tin

2. Heinz Baby Product - 4 Jars with variety of strained
fruits/vegetables/meats/desert
The standrd infant and baby food can be requested through the normal manner in the
system.
Example:
SSR:ALL BBML MH NN1/P1
However should there be any request for an infant formula and baby food which is not
listed in the standard infant kit carried on board then a normal baby meal request
followed by the special meal code with meal description should be made.
Example:
SSR:ALL SPML MH NN1.S26 FORMULA / DIAPERS/LARGE/P1
The following items are also uplifted on board the aircraft as an additional standard kit:
NO ITEMS B747 B777 A330
1 Baby food 128 gm – 4 each 8 8 4

Note: Heinz meat free – Heinz baby food with meat not recommended
2 Baby Napkin Small Nil Nil Nil
3 Baby Napkin Medium 6 6 3
4 Baby Napkin Large 4 4 2
Note: Each packet has X02 nappies
5 Baby Milk Powder – Dumex – 300 gm 2 2 1
Note: If ex-stations Dummy is not available an alternative brand may be uplifted
6 Baby Bottle 2 2 1
7 Bottle Brush 2 2 1
As for narrow body fleet B737-400 aircraft, 01 packet medium size and 01 packet of
large size disposable nappies will be stored, per aircraft. Each packet has 02 pieces of
nappies.
It is important when it is known that an infant will be traveling on an aircraft, the following
must be requested:
1. Baby Meal - BBML

2. Bassinet - BSCT
Facilities for heating baby food/sterilizing feeding bottle and warm water are available
onboard B747/B777 and A330. This facility is for mothers carrying their own kit while
travelling onboard the aircraft.
Date : 01JUL2009
Revised Date :-
When it is known that an infant is traveling, reservations staff must request for the
facilities to be made available for the baby. This request must be made to ensure
comfort during the entire journey.
4.29.8 Baby Pram/Strollers
Since storage space is limited in the aircraft cabin, the acceptance of baby pram/stroller
as cabin item will be on a first serve basis. When the storage space is taken up,
passengers will be requested that the item be loaded in aircraft hold.
4.30 Procedure On Carriage Of Infant Incubator
An infant incubator is used for infants with heart or respiratory problems. It consists of a
Tran capsule and trolley for retention of battery and two 500ml oxygen cylinders. The
incubator has to have a constant flow of oxygen and maintained at a temperature
between 33 and 34 degrees Celsius. The thermal environment is controlled by a
thermostat in the incubator.
The carriage of incubator on Malaysia Airlines services is restricted to flights with 03

hours flying time. This is due to the use of MEDA oxygen which lasts up to two and a
half hours at a flow of 2 liters, per minute.
The incubator is to be accepted preferably on direct flights or with a maximum of two

transit stops.
4.30.1 General Procedures
As uplift of incubator involves protection of seats in the economy class compartment in

which the same seats are assigned for stretcher cases, therefore only one case can be
accepted, i.e. either an incubator or stretcher case, at any one time per flight.
As a reminder, only one incubator per flight is permitted.
The incubator has to be provided by the hospital and the dimensions should not exceed
the following size:
Measurement Dimension
Length 40 inches
Width 24 inches
Height 15 inches
 At the point of uplift the stand trolley should be detached and stored or loaded in the
loading compartment.

Date : 01JUL2009
Revised Date :-
 Only dry cell battery is allowed to provide power for the incubator as wet cell
batteries fall under dangerous goods. It is recommended that one spare battery be
carried for the journey as aircraft electrical power is 115volts and not compatible for
incubator thermal environment.
 For lights more than two and a half hours additional oxygen cylinders must be
carried.
 Reservations for the incubators must be done not later than 24hours before
departure
 A doctor or paramedic must accompany the infant and be seated on the adjacent
seat. For Fokker F50 flights to be seated across the aisle.
 Acceptance of the carriage of infant will be subject to the completion of the MEDIF
and approval from Medical Centre in KUL (KULIBMH) or BKI (BKIIBMH). Approval
from Engineering Department must also be obtained.
 MEDA oxygen must be requested and confirmed before the incubator is action.
4.30.2 Seat Protection
The incubator will be placed on two seats and an additional seat will be required for the
accompanying doctor or paramedic. The seats to be protected for the placement of
incubator and escort will be as follows :
AIRCRAFT TYPE SEATS PROTECTED FOR SEAT FOR ESCORT

INCUBATOR
F50 3D 3C
B737-400 6E/F 6D
B747-400 29J/K 29H
A330 12H/K 12G
4.30.3 Reservations Procedure
 Create a PNR under the name of the doctor or paramedic and guardian if applicable
i.e. names of all passengers accompanying the infant. The number of seats will be
according to the number of passengers. Two seats will have to be protected under
ZZ PNR for the incubator.
 Request for MEDA by entering under SSR item:
Entry:
SSR : ALL MEDA MH NN1.BRYAN/AMSTR OCCUPYING INCUBATOR

Date : 01JUL2009
Revised Date :-
Response :
SSR MEDA MH PN1.MH2651Y20JUL 1BRYAN/AMSTR
 The PNR must be updated with the information with incubator request that has been
confirmed or yet to be confirmed. The addressee on request for MEDA oxygen will
be as follows: KULELMH and KULEJMH
4.31 Fare
Fare for carriage of infant incubator is 2 times the applicable adult economy fare.
Accompanying attendant ie.doctor or paramedic pays economy class fare. The incubator
and the medical escort will be issued with a separate ticket.
4.32 Ticketing
Endorsement Box (AXE element) of the “Attendant” ticket:
“ATTENDANT TO THE INCUBATOR CASE”

Date : 01JUL2009
Revised Date :-
4.33 Carriage of Elderly Passengers
Elderly Passenger is a passenger who is not accompanied by any family member.
Handling of Elderly Passenger
i. If at the discretion of the booking office, it is thought than an elderly passenger might
not be fit for the journey, a MAS MEDIF form 70500 should be raised for clearance
by MAS Medical Services Department.
ii. Where medical approval is not required, but it is identified that the elderly passenger
who is not accompanied by a family member will need special assistance, the selling
message/PNR is to include an SSR element to indicate an elderly passenger
needing special attention, e.g. SSR:MAAS MH NN1.ELDERLY PAX
iii. Airport Manager or Station Head at embarkation and disembarkation must be

advised accordingly. Station shall be advised through telex if special handling has
been requested.
iv. Elderly passengers, who need a wheelchair due to their age or walk too slowly, are
not regarded as incapacitated.
v. They are however not to be seated at emergency row seats.
vi. Staff must be tactful when handling elderly passengers, always offer your assistance
but never insist or force them to accept helps as the elderly do not like to be treated
as incapacitated.
vii. Meet and assist (MAAS) telexes will be initiated by Reservations Office requesting
Airport Operations Department staff (at stations of embark and disembarkation) to
accord the necessary assistance to passengers for whatever reasons.
Elderly passengers, who requires a wheelchair due to old age or slow walking, are not
categorized as incapacitated passenger. Nevertheless, the following must be adhered:-
i. They are not to be assigned to be seated at emergency row seats;

ii. Staff must take extra care and tactful when handling elderly passengers. Always
offer assistance to the passenger but never insist or force them to accept assistance
from the staff as they are very sensitive and normally do not like to be treated as
incapacitated;
iii. Meet and assist (MAAS) telexes will be initiated by Reservations Office questing
Airport Operations staff at airport check-in/departure lounge/departure gate at
departing airport including route line stations to accord the necessary assistance to
passengers for whatever reason;

Date : 01JUL2009
Revised Date :-
First Time Traveler
Meet and Assist (AIRIMP Code: MAAS) telexes will be initiated by Reservations
requesting Airport Operation staff at boarding and disembarking stations (including
online route station) to accord the necessary assistance to passenger for whatever
reason.

Date : 01JUL2009
Revised Date :-
4.34 MEDA/WCHR/BLND/STCR SITA Telex Group Code Addressees
ALPHA CITY GROUP

SITA TELEX ADDRESSEES
CODE CODE
ADL ADLSAD ADLKDMH, ADLR4MH
AKLR4MH, AKLGSNZ,AKLKDMH, AKLKDNZ, AKLKJNZ, AKLKKNZ,
AKL AKLSAD
AKLKPNZ
AMDKDMH, AMDKKIC, AMDKPIC, AMDROMH
AMD AMDSAD
AMSRRMH, SPLKDMH, SPLKKKL, SPLPHKL

AMS AMSSAD
AORSAD AORKDMH, AORKKMH, AORRRMH

AOR
(WCHR/BLND)
A
AORKDMH, AORKKMH, AORROMH, AORSZMH
AORSBD
AOR
(MEDA)
AORSCD AORKDMH, AORKEMH, AORKKMH, AORROMH, AORRRMH,

AOR (STCR) AORSZMH
AMSKMKL, ARNKDMH, ARNKKMH, ARNKOXH, STOROMH

ARN ARNSAD
BEYRRMH, BEYKDMH, BEYZQMH, BEYKPME

BEY BEYSVD
BPN BPNRCD BPNKDMH, BPNRRMH, BPNSSMH

BRUKKMH, BRUKOMH
BRU BRUS1D BRUAPMH, BRUSZMH
BRU BRUS2D BRUKDMH, BRUKOMH, BRUNMSN
B BNE BNESBD ADLR4MH, BNEGGQF, BNEKDMH, BNEKOQF, BNEKPQF

BTUKKMH, BTUKNMH, BTUKPMH, BTUROMH
BTU BTUSAD
BWNKDMH, BWNKKBI, BWNKNBI, BWNKPBI, BWNROMH,

BWNSAD
BWN BWNROMH, BWNSZMH
BJS BJSS1D BJSROMH, BJSSZMH, PEKKDMH, PEKKICA, PEKYDSQ

BKISBD BKIKDMH, BKIKIMH, BKIKKMH, BKIKPMH, BKIRRMH
BKI (WCHR/BLND)

Date : 01JUL2009
Revised Date :-
4.34.1 MEDA/WCHR/BLND/STCR SITA Telex Group Code Addressees (Cont)
ALPHA CITY GROUP

CODE CODE
BKISAD BKIKDMH, BKIKIMH, BKIKMH, BKIKPMH, BKIRRMHBKIRRMH
BKI (MEDA)
BKISED BKIEJMH, BKIEPMH, BKIESMH, BKIKDMH, BKIKEMH, BKIKIMH,

B BKI BKIKJMH, BKIKKMH, BKIKNMH, BKIKRMH,BKIROMH
(STCR)
BKK BKKSAD BKKKDMH, BKKKKMH, BKKKOTG, BKKKPTG, BKKROMH
BUE BUERDD BUEROMH, BUERRMH, EZEKDMH, EZEKKXH
CAIKDGF, CAIKDMH, CAIKKGF, CAIKKMS, CAIRRMH, CAISZMH
CAI CAIRCD
CANKDMH, CANKEMH, CANRRMH, CANSZMH

CAN CANSAD
C
CMBRED CMBKDMH, CMBKKMH, CMBKPUL, CMBKSUL, CMBRRMH
CMB
CPTSBD CPTKDMH, CPTKKSA, CPTRRMH, CPTSZMH

CPT
DACAPMH, DACKHBG, DACRRMH

DAC DACSAD
DELSAD DELKDMH, DELKKMH, DELRRMH

DEL
D
DPSKKMH, DPSKWGA, DPSROMH
DPS DPSS1D
DXB DXBS1D DXBKDMH, DXBKKMH, DXBKMXH, DXBKTEK, DXBRRMH
F FRA FRASVD FRAARXH, FRAKDMH, FRAKNMH, FRARRMH
HANKDMH, HANKKMH, HANKKVN, HANSZMH

HAN HANSAD
HKTS1D HKTKDMH, HKTKLTG, HKTKOTG, HKTKPTG, HKTKYTG,

HKT HKTLPTG, HKTROMH
H
HKGSZMH,, HKGSSMH, HKGKDMH, HKGKRMH, HKGRRMH,
HKGSVC
HKG HKGKKMH
I IST ISTS1D ISTKDMH, ISTKKMH, ISTROMH, ISTUSXH
J JKT JKTSAD CGKKDMH, CGKKKMH, JKTROMH, JKTRRMH

JED JEDSAD JEDKDMH, JEDKKMH, JEDROMH, JEDSSMH, JEDSZMH

Date : 01JUL2009
Revised Date :-

ALPHA CITY
GROUP CODE SITA TELEX ADDRESSEES
CODE
JHBKDMH, JHBKEMH, JHBKKMH, JHBKNMH, JEDSZMH
JHB JHBSAD
J
JNBS1D JNBKDMH, JNBKISAMH, JNBKKMH, JNBKKSA, JNBROMH
JNB
KHIKDMH, KHIKKMH, KHISAXH, KHIROMH

KHI KHISCD
KULSCD HDQRVMH, KULIBMH, KULJMMH, KULKDMH, KULK4MH,

KUL KULRFMH, KULTKMH
KULSHD HDQRVMH, KULK4MH, KULTKMH

KLIA
(WCHR)
HDQRVMH, HDQ2BMH, KULEJMH, KULELMH, KULIBMH,
KULSKD KULKCMH, KULKDMH, KULKJMH, KULKLMH, KULKPMH,
KLIA KULK4MH, KULOCMH, KULTKMH, KULWWMH
(STCR)
KULS7D HDQRVMH, KULKNMH, KULK4MH, KULTKMH

KLIA
K (SPCL HNDLG)
KPI KPIS1D KPIKKMH, KPIRRMH
KBR KBRSAD KBRKKMH, KULRRMH
KBR KBRSBD KBRKEMH, KBRKKMH, KBRRRMH
KUAKDMH, KUAKEMH, KUAKKMH, KUAROMH, KUARRMH,
KUA KUASCD
KUARRMH, KUASZMH
KUA KULSBD KUAKDMH, KUAKKMH, KUAROMH, KUARRMH
KCHSAD KCHKKMH, KCHKNMH, KCHKPMH, KCHROMH
(WCHR/BLND/SPCL
KCH
HNDLG)
KCHEJMH, KCHKJMH, KCHKEMH, KCHROMH, KCHKPMH,

KCH KCHSBD
KCHKKMH, KCHKNMH
KHH KHHSAD KHHKKMH, KHHRKMH, KHHTTCI
LAX LAXS1D LAXKDMH, LAXKKMH, LAXROMH, LAXZQMH
LGKGGMH, LGKKDMH, LGKKEMH, LGKKPMH, LGKLLMH,
LGK LGKSAD
LGKSZMH
L
LON LONS1D LHRKKMH, LHRKLSK, LHRKESK, LHRKPSK, LONRRMH
LBU LBUSAD LBUKDMH, LBUKNMH, LBUROMH, LBURRMH
M MKM MKMS1D MKMKKMH, MKMRRMH

MES MESSAD MESKDMH, MESKKMH

Date : 01JUL2009
Revised Date :-

ALPHA CITY
CODE
MNLKDMH, MNLKKMH, MNLRQMH, MNLRRMH,
MNL MNLSAD
(MEDA/BLND/WCHR)
MNLSBD MNLKDMH, MNLKEMH, MNLKKMH, MNLRQMH,
MNL MNLRRMH
(STCR)
MAD MADSAD MADKDMH, MADRRMH, MADSZMH
M
MAAKDAI, MAAKDMH, MAAKKAI, MAAKKMH,
MAA MAASAD
MAAROMH, MAASZMH
BKIHHMH, BKIKDMH, BKIRRMH, KULHNMH, MDCGPXH,
MDC MDCEAD
MDCKDMH, MDCOGA, MDCRRMH
MEL MELS1D ADLR4MH, MELKDMH
MYY MYYSAD MYYKKMH, MYYKNMH, MYYKPMH, MYYROMH
MAN MANS1D MANKDMH, MANPOXH, MANROMH
O OSA OSASAD KIXKDMH, OSARRMH, OSASZMH
CDGKDMH, PARROMH, PARSZMH, RSYKPAF,

PAR PARSAD
RSYPAAF, RSYPHAF, RSYPXAF
PDGKDMH, PDGKKMH, PDGKOGA, PDGRRMH,
PDG PDGRDD
PDGSZMH
PER PERSAD ADLR4MH, PERKDMH
PENSAD PENKDMH, PENKKMH, PENKNMH, PENKPMH,
PEN PENRRMH
(MEDA)
P
PENSBD PENK1MH, PENRRMH, PENTKMH
PEN
(WCHR/UM/ELDERLY)
PENSDD PENKDMH, PENKNMH, PENKPMH, PENRRMH
PEN
(BLND)
PENSED PENKDMH, PENKEMH, PENKKMH, PENK1MH,
PEN PENRRMH, PENTKMH
(STCR)
PNH PNHRCD PNHKDMH, PENKKMH, PENOCXH, PNHRRMH, PNHK7X
REPKDMH, REPKLXH, REPROMH, REPSZMH,
REP REPRSD
REPWK7X
R
RGN RGNSCD RGNKDMH, RGNLLMH, RGNROMH, RGNRRMH
ROM ROMS1S FCOKKMH, ROMRRMH, ROMSZMH
SHA SHASAD SHAROMH, SHASZMH, PVGKKMH, PVGKDMH
S SUB SUBSAD
SUBKDMH, SUBKIGA, SUBKOGA, SUBROMH,
SUBSZMH

Date : 01JUL2009
Revised Date :-

ALPHA CITY
CODE
SDKS1D SDKKKMH, SDKKNMH, SDKROMH
SDK
(MEDA/WCHR/BLND)
SDKS2D SDKEEMH, SDKKKMH, SDKKNMH, SDKROMH
SDK
(STCR)
SBW SBWS1D SBWKJMH, SBWKKMH, SBWKNMH, SBWKPMH,
(MEDA/WCHR/BLND) SBWROMH
S
SBW SBWS2D SBWEEMH, SBWKJMH, SBWKKMH, SBWKNMH,
(STCR) SBWKPMH, SBWROMH
SGN SGNSAD SGNKDMH, SGNRRMH, SGNSZMH

SEL SELS1D ICNKDMH, ICNKOKE, ICNSKE, SELROMH
SYD SYDSAD ADLR4MH, SYDKDMH, SYDKKMH, SYDROMH
SIN SINSAD SINKNMH, SINKXSQ, SINROMH, SINESSQ
TGG TGGSAD TGGKEMH, TGGKNMH, TGGROMH, TGGSZMH
TPE TPESAD TPEAPCI, TPEKDMH, TPEKKMH, TPEROMH
(BLND) TPERRMH, TPETTCI
(WCHR)
TPE TPESBD TPEKDMH, TPEKEMH, TPEKKMH, TPEAPCI

(MEDA) TPEROMH, TPERQMH, TPERRMH, TPETTCI
T
(STCR)
TWU TWUS1D TWUKDMH, TWUKKMH, TWUKNMH, TWURRMH
(MEDA/WCHR/BLND)
TYO TYOS1D NRTKDMH, NRTKIJL, NRTKKMH, TYOROMH,
TYORQMH, TYORRMH
X XMN XMNAAD XMNKDMH, XMNKKMH, XMNRKMH, XMNSZMH
Z ZRH ZRHS1D ZRHKDMH, ZRHKYXH, ZRHRRMH

ZAG ZAGSAD ZAGKDMH, ZAGKOXH, ZAGRRMH

Date : 01JUL2009
Revised Date :-

ALPHA CITY
CODE
KUL KULS2D KULKPMH, KULJWMH, KULJNMH, KULJOMH, KULJAMH,
KULHUMH, KULHMMH KULHNMH, KULHAMH, KULHVMH ,
KULHSMH, KULHHMH, KULKGMH, KULTKMH, KULJEMH,
KULHTMH KULJMMH KULOVMH KULDMMH, HDQERMH,
HDQHVMH, HDQRVMH, KULDMMH, KULDOMH
KULDPMH,KULELMH,KULGGMH, KULHHMH, KULHLMH,
KULHMMH, KULHSMH, KULHVMH, KULJEMH,
KULJMMH KULJNMH, KULJSMH, KULKAMH, KULKRMH,
KUL KULS3C
KULKUMH, KULKZMH KULK1MH, KULOCMH,
KULOVMH, KULDEMH, KULTKMH KULWWMH,
KULKDMH, KULDGMH, KULHNMH ,
K KULS3D
KULOUMH,KULJAMH, KULKRMH, KULGGMH, KULHIMH,
KULHKMH
HDQRVMH, KULKZMH, KULKDMH, KULJMMH,
KUL KULS4C KULK1MH, KULTKMH KULHNMH, KULJWMH, KULJOMH,
KULJEMH , KULHVMH, KULHSMH KULJNMH
KUASVC KUAKKMH, KUASZMH, KUARRMH
KUA
KHHKDMH, KHHKKMH, KHHKRMH, KHHAPC,I

KHHSVC KHHRRMH,
KHH
KHHSSMH, KHHSZMH
LAXKDMH, LAXKKMH, LAXZQMH, LAXSSMH, LAXROMH

LAX LAXSVC
LBUKKMH, LBUSZMH, LBURRMH

LBU LBUSVC
LDUKKMH, LDUSZMH, LDURRMH

LDU LDUSVC
L
LGKKKMH, LGKSZMH, LGKRRMH
LGK LGKSVC
LHRKDMH, LHRKKMH, LHRKRMH, LONZQMH,

LON LONSVC LHRKAXH, LHRKEXH LHRHHMH, LHRBBCR, LONRRMH,
LHRKZMH
MAASVC MAAKDMH, MAAKKMH, MAAKZA,I MAASZMH,
MAA MAARRMH
MADSVC MADSZMH, MADKDMH, MADRRMH, MADKRIB,

MAD MADKVIB, MADKZIB
M
MANROMH, MANKDMH, MANKKXH, MANOOXH
MAN MANS1C
MELKDMH, ADLR2MH, MELSZMH, MELSSMH,

MEL MELSVC
MELROMH

Date : 01JUL2009
Revised Date :-

ALPHA CITY
CODE
MESKDMH, MESSZMH, MESROMH, MESRRMH
MES MESSVC
MLERRMH, MLESSMH, MLEKKMH, MLEKCQ2

MLE MLERHC
M
MNLSVC MNLKDMH, MNLKKMH, BBSKMBA, MNLSZMH,
MNL MNLSSMH, MNLRRMH
MYY MYYSVC MYYKKMH, MYYSZMH, MYYKPMH, MYYRRMH
O OSA OSASAC OSASZMH, OSARRMH, KIXKDMH
PARSVC CDGKDMH, RSYKPAF, RSYKXAF, PARRRMH,

PAR PARSZMH, PARSSMH
PDGRDC PDGKOGA, PDGKDMH, PDGRRMH, PDGSZMH,

PDG PDGKKMH
PEKSVC PEKKDMH, PEKAPCA, BJSRRMH, BJSSZMH

PEK
PENKDMH, PENKRMH, PENKKMH, PENGGMH,

P PENSVC
PENSSMH, PENRRMH PENKPMH, PENSZMH
PEN
PER PERSVC PERRRMH, ADLR2MH, PERKDMH, PERSZMH

PNH PNHSVC PNHRRMH, PNHSZMH, PNHKDMH
PUSSZMH, PUSKDMH, PUSRRMH
PUS PUSS1C
REPROMH, REPSZMH, REPKDMH, REPWK7X,

REP REPRSC
REPKLXH
RGN RGNSC RGNSZMH, RGNKDMH, RGNKKMH, RGNROMH
R ROMRRMH, FCOKKMH, ROMSZMH
ROM ROMS1C
SBWKKMH, SBWSZMH, SBWSSMH, SBWRRMH,

SBW SBWSVC
SBWKPMH
SDK SDKSVC SDKKKMH, SDKSZMH, SDKSSMH, SDKRRMH
SEL SELSVC SELKDMH, SELSZMH, SELRRMH, SELKIKE
S SGNSVC SGNKDMH, SGNSZMH, SGNKKVN, SGNRRVN

SGN
SHA SHASVC SHARRMH, PVGKDMH, SHAZQMH

SINKDMH, SINKRMH, SINKKMH, SINSZMH ,SINSSMH,
SIN SINSVC SINRRMH SINKPMH

Date : 01JUL2009
Revised Date :-

ALPHA CITY
CODE
SUBSZMH, SUBKDMH
SUB SUBSVC
S ADLR2MH, SYDKDMH, SYDKKMH, SYDSZMH,

SYD SYDSVC SYDSSMH SYDRRMH SYDZQMH
TGGKKMH, TGGSZMH, TGGRRMH

TGG TGGSV
TPEKDMH, TPEKKMH, TEPKRMH, TPEAPCI,TPERRMH,

TPE TPESV TPESSMH TPESZMH
T
TWUKKMH, TWUSZMH, TWUSSMH, TWURRMH
TWU TWUSV
NRTKDMH, NRTKKMH, TYOZQMH,

TYO TYOSV TYORRMH,TYORQMH, TYOSMMH NRTKIJL
Z ZRH ZRHSV ZRHKDMH, ZRHSZMH, ZRHRRMH

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 5 – DBC PROCEDURES
SECTION 5 – PAYMENT OF DENIED BOARDING COMPENSATION (DBC)
Denied Boarding Compensation Procedure for Overbooked Flights (Malaysian

Station)
5 Introduction - DBC
Management Committee has approved the Denied Boarding Compensation

(DBC) policy for overbooked flights operating by Malaysia Airlines departing
within Malaysia excluding Rural Air Services. It was implemented on the 21
December 2002.
For Malaysia Airlines (MH) stations outside Malaysia, they are to follow either the
normal DBC practices or as implemented by the local Board of Malaysia Airlines
(BAR) or regulated by the countries of regional legislation, if any. With the
exception of the DBC quantum stated below, they are to follow the DBC process
indicated here.
5.1 Objective
To provide guidance to Airport Operation (AO) staff at airports in managing

overbooked flights and handling the offloaded passengers.
5.2 Eligibility
A passenger is eligible for compensation if he/she satisfies the following

conditions:
 Holds a valid ticket indicating “OK” or “OPEN FOR USE” status for that flight
and has confirmed booking in the airlines reservation record for that flight;
and
 Has reconfirmed the flight where reconfirmation is required; and
 Has presented himself/herself for check-in at the place at or before the time
specified by the airlines.
 Carriage is denied due to aircraft downgrading for commercial reasons.
 Passenger is traveling free of charge on ENRICH REDEMPTION program
and Customer Recovery initiatives by Customer Response Unit Department
(CRU).
 It does not include upgraded passengers or those affected by cancelled,
delayed or diverted flight.
Regardless of the above, passengers will NOT be paid DBC if an alternative

means of transport is provided within four hours of the original schedule
time of departure.

Date : 01JUL2009
Revised Date :-
5.3 Handling of Denied Boarding Procedure at Airport
5.3.1 Pre Check-In
The following category of passengers shall be pre-checkd-in:
 VVIP/VIP
 Enrich Gold/Platinum
 Unaccompanied Minor (UMNR) / YPTA
 Incapacitated or passenger requiring special attention.
 GOM
 Mishandled passenger
Note: VVIP/VIP/Enrich Platinum passenger/s seats are to be protected up to the closing

time.
Apart from passenger status and identification as printed in the PNL and possible
OB flight telexes, Revenue Management/Line Stations Reservations PPD will
continue communicating with Airport Operation at airports to resolve the above
situation.
Customer Response Unit (CRU) Departments customer initiative information on

mishandled passengers will be transmitted via telexes addresses mentioned
below unless it is automated and reflected in the PNL for CS necessary handling.
KLIA KULKDMH/KULK1MH/KULTKMH
ALL Lines ……KDMH (e.g. PENKDMH/KCHKDMH/BKKKDMH)

Stations
Airport Operation ……KKMH (e.g. PENKKMH/KCHKKMH/BKIKKMH)
5.3.2 Seat Assignment
Reservations Call Center and Ticketing staff to ensure seats are pre assigned at
the point of reservations and/or ticket issuance particularly for the category of
passengers identified, only if passengers call MH.

Date : 01JUL2009
Revised Date :-
5.3.3 Overbooking Clearance Process
Before passenger is offloaded, Airport Operation staff is to affect the following

overbooking clearance process:
 Determine the potential number of passengers to be upgraded or offloaded.
i. Advice Airport Operation staff:
ii. to accept only those passengers whose names are listed in PNL or DCS
iii. to defer acceptance of NOREC, discounted paying passengers and staff
passengers BUT to register them under “WAITLIST or STANDBY LIST”
iv. Identify number of passengers that can be upgraded
v. Initiate the Voluntary Denied boarding process
vi. Initiate the Involuntary Denied process
 Ensure that an adequate supply of CUSTOMER COMPLAINT FORM is

available for any demanding passenger.
5.3.4 Upgrading Due To Overbooking
In the event an overbooking situation is expected to arise, UPGRADING is

allowed as the last resort to clear as many overbooked passengers as possible.
The guidelines for upgrading are as follows:
Pre-select Passengers for upgrading
i. BSCL passengers may be upgraded FRCL to enable the upgrading of and

clearing the overbooked EYCL passengers to BSCL.
ii. The upgrading of BSCL passengers, however, must NOT displace FRCL
passenger holding confirmed booking. The upgrading shall be EYCL
passengers be double upgraded into LIST below.
Note: EYCL passengers SHOULD NOT be again upgraded into FRCL.

Date : 01JUL2009
Revised Date :-
5.3.5 Upgrading Priority List Below in Descending Order by Category:
Priority Type of Passenger
1 VVIP – Head of States, PM, DPM and Spouses
2 VIP – Cabinet Ministers, Tun, Parliamentary Secretaries,

Public Figure
3 Enrich Platinum Card Holders
4 Enrich Gold Card Holders
5 Full Fare Paying Passenger
6 Officials of the Government of Malaysia
7 Mishandled Passenger
8 MAS Staff (seniority by graded and years of service)
In the addition to the above Priority, all passengers earmarked for upgrading
shall be:
 Well and appropriately dressed

 Acceptable in general appearance and grooming
 Passengers without young children or infant, and
 Passenger NOT attending to Unaccompanied Minors (UM)

Date : 01JUL2009
Revised Date :-
5.3.6 Offloading
In the unlikely event when offloading is unavoidable and necessary, Airport

Operations staff are to observe and comply with the following offloading Priority
list when selecting passengers for offloading
5.3.6.1 Offloading Priority
Priority Passenger Type

1 ID Ticket holders (interline/agent discount) subject-to-load
2 Student Stand-by
3 Senior Citizen Stand-by
4 Staff and Family on Sub-load Travel
5 Staff and Family on Privilege Travel
6 ID Ticket holders on Firm Travel
7 Accepted NOREC Passenger
8 Revenue Passenger on basis on Last Come-First Go
9 Staff on Duty Travel (except Flight Crew)
10 Passenger with restricted/Special Fare
11 Revenue Passenger-Short Haul
12 Revenue Passenger-Long Haul
13 Transit Passenger
14 Passenger with onward connection
15 Special Passenger

Date : 01JUL2009
Revised Date :-
Note:
Staff on Duty Privilege Travel may be offloaded in order to accommodate FULL
fare paying passengers.
However, the following passenger categories are NOT to be off loaded:
 Technical Crew – on duty being positioned

 Unaccompanied Minor (UMNR)
 Staff booked to travel on STAFF Reserved Seats
5.3.6.2 Handling of Offloaded Passengers
 Offer an apology, be tactful

 Be frank and explain truthfully
 Admit our mistakes
 To inform passenger that further information could be obtained from our
Website: www.malaysiaairlines.com.my
 Thank the passenger for being considerate
 AVOID:- using negative remarks
 Unpleasant response
 Personnel arguments
5.3.6.3 Arrangement and Facilities for an Offloaded Passenger
 Assemble passengers at a pre-assigned counter

 Offer alternative transport e.g. Taxi (if applicable) for Domestic Stations with
the passengers consent.
 Liaise with Line Reservations PPD or other Carrier to rebook on alternative
flight preferably within 4 hours of the original schedule time of departure. To
give priority on other MH flight to MH furthest point even though the
passenger has to be rerouted to his/her intended final destination, if
necessary.
 Offloaded passenger baggage
 If the next flight or alternative transportation is beyond 4 hours, the
assigned CS staff is to complete the DBC Authorization Form (DBC AF)
 Arrange STPC/PTAM (Hotel, Meal and Transportation where applicable i.e.
i. If a night stop is involved

ii. For a local passenger who does not require HOTAC, a transportation to
the house shall be provided
iii. Provided refreshment or meals (even though the alternative travel is
within 4 hours)
iv. Provide a complimentary message and a telephone call if necessary.

Date : 01JUL2009
Revised Date :-
5.4 Payment
The compensation payable to passenger‟s who are denied boarding for flight
departure within Malaysia, shall be as follows:
(Refer to next page on DBC table)

Date : 01JUL2009
Revised Date :-
5.4.1 DBC for Economy Class:

Voluntary
Involuntary DBC DBC Gift
Destination Remarks
Cash If Non- Non If
Refundable Refundable volunteers
MCO MCO not
offloaded
For Malaysia Only
No
Domestic MYR100 MYR130 MYR50 Nil compensation
if arrival of
alternate flight
within 4 hours.
Short Haul MYR200 MYR250 MYR100 No
(<1700 km) compensation
if arrival of
alternate flight
Medium MYR400 MYR550 MYR200 within 4 hours.
Haul (>1700
– 5000 km)
TMH to be
provided as
Long Haul MYR600 MYR750 MYR300 MYR 50 applicable.
(>5000 km)
Cost to be
tracked
respective
Airport RC
76STN560 and
AC6304800
USD 50
Countries Per + 30% of (short haul) Cost to be
without National cash tracked by
regulatory Carrier USD 75 respective
constraints Airport RC
(medium
76STN520 and
For other POS
haul)
USD 15 AC 6304800
USD 100
(long haul)
Countries Cost to be
with tracked by
regulatory respective
Per regulatory requirement
constraints Airport RC
76STN520 and
AC6304800

Date : 01JUL2009
Revised Date :-
5.4.2 DBC For Business Class:
Involuntary DBC Voluntary Gift

DBC
Non If Remarks
Destination Cash FOC Ticket in Refunda volunteers
C Class ble MCO not
offloaded
No
compensation
if arrival of
For Malaysia Only
Domestic MYR200 MYR100 Nil

alternate flight
within 4
hours.
Short Haul MYR400 MYR200 No

(<1700 km) compensation
To any points if arrival of
in same alternate flight
Medium MYR600 destination
MYR300 within 4
Haul region that hours.
(>1700 – was Denied
5000 km) Boarding TMH to be
MYR 100 provided as
applicable.
Cost to be
tracked
respective
Long Haul MYR1000 MYR400 Airport RC
(>5000 km) 76STN560
and
AC6304800.

Date : 01JUL2009
Revised Date :-
5.4.3 DBC For Business Class: (Cont)
Involuntary Voluntary Gift Involuntary

DBC DBC DBC
Destination Remarks
Cash FOC Ticket Non Cash

in C Class Refunda
ble MCO
Countries Per Malaysia Per Malaysia USD 100

without Level Terms (short Cost to be
regulatory haul) tracked by
constraints respective
USD 200 Airport RC
For other POS
USD 25 76STN520
(medium
and AC
haul)
6304800
USD 300
(long
haul)
Cost to be
Countries tracked by
with respective
Per regulatory requirement
regulatory Airport RC
constraints 76STN520
and
AC6304800
Passenger holding child fare ticket will receive 50% of compensation paid
accordingly.
The compensation shall be paid in CASH or MCO.
Passengers are required to acknowledge receipt of the DBC payment.

(Attachment 1)
For international bound passengers meeting the above criteria and off loaded on
domestic flight, the next alternative flight is 4 hours from the original booked
domestic flight but able to connect and travel on the original booked MH flight,
they are only compensated accordingly.

Date : 01JUL2009
Revised Date :-
5.4.4 DBC Payment Process to Eligible Passenger
5.4.4.1 DBC - Cash Payment
i) Stations with Cashier At The Airport
 A separate DBC Cash Float will be created and made available at the
Cashier Office at the Airport.
 Airport Operation staff to complete, certify and obtain authorization on the

DBC Authorization Forms and attached with a copy of the DBC Passenger
PNR.
 Record the DBC Authorization Forms into the DBC payment register (see
attachment ii for a sample of DBC Payment register) in sequential order in
two copies. (Note – DBC payment register can be Photostatted if insufficient)
 Forward the duly completed, signed and stamped DBC payment register
(only) to the cashier office for cash collection.
 Cashier to verify and hand over the amount of cash as per the total indicated
in the DBC payment register to the assigned customer services staff who will
then acknowledge receipt by signing in the same DBC payment register and
also in the cashier hand over book.
 Original copy of the DBC payment register to be retained by the cashier and
the second copy together with the cash are handed over to the customer
services staff for DBC payment and filling purpose.
 Airport Operation staff to ensure that the offloaded passengers has duly
signed and acknowledge the receipt of DBC on the DBC Authorization Form
before cash is actually disbursed to the passenger.
 Airport Operation staff to submit all issued (the duly completed/paid and/or
cancelled) DBC Authorization Forms and attached with the offloaded
passengers PNR and DBC payment register as supporting documents to the
cashier.
 Airport Operation staff to retain a copy of the duly stamped “PAID” or

“CANCELLED” DBC Authorization Forms by the cashier and also to ensure
that customer services keeps together a copy of the offloaded passenger
PNR and OB flights incident report telex as supporting documents for the
filling and auditing purpose.
 Cashier to process the reimbursement of DBC cash float accordingly.

Date : 01JUL2009
Revised Date :-
ii) Station without Cashier at the Airport
 A separate DBC Cash Float will be created at the Airport Operations

Office at the Airport under the responsibility of the duty Airport Operations
Officer.
 Airport Operations at the Airport will maintain and collect the DBC
Authorization Forms (refer Attachment I) from the Cashier as and when
required. The DBC Authorization Form bulk stock will be kept at the
Cashier Office (in Town) and the Cashier will handle the replenishment of
the stock.
 Airport Operations Senior Officer/Station Officer to complete, certify and

obtain the Duty Supervisor/Duty Manager/Station Manager to authorize
the DBC Authorization Form(s) for making payment to the passenger(s)
using the DBC Cash Float. To ensure the passenger(s) acknowledges
receipt on the DBC Authorization Form(s).
 Airport Operations Senior Officer/Station Officer to record all issued (the

duly completed/paid or cancelled) DBC Authorization Form(s) into the
DBC Payment Register on each OB flight basis in sequential order in two
copies and attached with the offloaded passenger‟s PNR and OB flight‟s
Incident Report telex as supporting documents.
 Airport Operations Senior Officer/Station Officer to submit the DBC

Payment Register together with all issued DBC Authorization Forms and
the attachments to the Cashier on the next working day for
reimbursement of the DBC Cash Float.
 Cashier to verify the payment and acknowledge receipt of all DBC

Authorization Forms by signing the DBC Payment Register and stamping
„PAID‟ or „CANCELLED‟ accordingly. Cashier to retain the Account/2nd
copy of the issued DBC Authorization Forms.
 Airport Operations Senior Officer/Station Officer to retain Issuing Office

copy(ies) of the stamped DBC Authorization Forms together with a copy
of the offloaded passenger‟s PNR(s) and OB flight‟s Incident Report telex
as supporting documents for filing and auditing purposes.
 Cashier to verify the sum of Cash paid equals to the total payment
showed in the DBC Payment Register and reimburse the Airport
Operations staff for the replenishment of their DBC Cash Float.
 Any amendment made on the issued DBC Authorization Form(s) must be

initialed by the same Duty Officer/Station Officer.
 Police report must be attached for any missing DBC Authorization Form.

Date : 01JUL2009
Revised Date :-
5.4.5 MCO Payment
Issuing MCO as a form of Denied Boarding Compensation:
Explanation on completion of MCO for payment of DBC
Name Of Passenger Name of passenger as in the ticket

Type of Service for Which Issued Denied Boarding Compensation
(Valid for DBC encashment purposes
only/Not for further usage or for other
payment)
Amount in Letter The exact amount in letters
Currency Local currency in codes (e.g. USD, GBP,
MYR, etc)
Amount in Figures The exact amount in figures
To MH
At Your respective station
Reservation Data Flight Number/Date/Sector
Issued in Connection With Passenger/s ticket number
Endorsement/Restrictions To be stamped with “Non Refundable”
stamp on all coupons.

Date : 01JUL2009
Revised Date :-
5.5 Denied Boarding – International Stations
5.5.1 Definition
A passenger who hold a confirmed ticket and has been accepted on a flight at or
before the specified check-in time and who has been denied boarding on that
flight.
5.5.2 Handling of Offloaded Passenger
 Be tactful when offering apology

 Explain clearly and only inform the truth
 Admit the airlines mistake
 Avoid:
i. Using negative remarks

ii. Unpleasant/Sensitive Responses
iii. Making Personal Arguments
iv. Thank the passenger for their understanding and consideration
5.5.3 Selection for Offloading of Passenger
 Ask for volunteers

 Passengers with less problem
 Passengers who is known to you, e.g. your friend/relative/family members
 Passengers booked on short sector flight on multi sector flights
 NOREC passenger
 Wait list passenger with „RQ‟ ticket
 Wait list passenger with “Open Dated” ticket
When selecting passengers to be offloaded, the following categories of

passengers should be given due consideration:
 Special passenger : VVIP/VIP and YPTA should not be offloaded;

 Passenger with onward flight connection
 Passenger booked on Long-Haul sector
 Passenger traveling with restricted travel document: Visa limitations etc.
 Passenger with special arrangement: compassionate case or attending
important meeting
 Philippines nationality or passport holder
5.5.4 Arrangements and Facilities for An Offloaded Passenger
 To offer an alternate transportation e.g. Taxi, if applicable for domestic

stations and subject to passenger agreement
 To rebook on alternative flights, rerouting if necessary
 To offload passenger baggage

Date : 01JUL2009
Revised Date :-
 To make STPC arrangements, PTAM vouchers for hotel accommodation,

meal(s), transportation from airport to hotel, vice-versa (when night stop is
involved). For local passenger who does not entitled to hotel accommodation,
transportation to the house may be provided.
 Provide refreshments or meals
 Provide complimentary message transmission to passenger family/relative to
inform the new travel details (telex/e-mail etc)
 Apply denied boarding compensation payment (where applicable)
 Transmit telex to the airport of passenger disembarkation to inform on the
new arrival details
 Raise report on the action taken, as above.
Note:
Passenger who has been denied boarding due to their own failure to check-in for
the flight on-time, i.e. due to late check-in or no show at boarding gate in time for
the flight departure time will not be eligible to the above services. Passenger
must be politely informed on the above matter and all assistance are to be
rendered to ensure that the new travel arrangements are taken care and any cost
incurred on the new travel arrangement are to be borne by them.
Passengers who hold confirmed reservations on Malaysia Airlines flights and

who are denied from being uplifted on a flight or offloaded due to the airlines
inability to provide space as confirmed earlier may qualify for payment of
compensation under a denied boarding compensation scheme, according to the
existence of DBC scheme at the respective country and in accordance to its rules
and regulations.
5.5.5 Australia Scheme
Passengers who hold confirmed reservations on Malaysia Airlines flights

departing from any Australian airports may claim compensation under the
following conditions:
 Hold a ticket coupon closed to a specified Malaysia Airlines flight irrespective

of where the ticket was issued.
 Has reported for check-in at or before the specified reporting time
 Has been denied carriage on the Malaysia Airlines flight and an alternative
flight on which space is available is not scheduled to reach the international
destination specified on the flight coupon within four hours of the scheduled
arrival of the flight on which the booking was held, two hours in the case
where the destination is within Australia.
5.5.6 Compensation is not Payable When
 Government requisition space and/or aircraft

 Substitution of an aircraft with lesser capacity occurs due to operational
and/or safety reason
 Carriage is denied because of strike or any other cause outside the control of
Malaysia Airlines resulting in the flight not operating as scheduled

Date : 01JUL2009
Revised Date :-
 The passengers fails to meet check-in time requirements prescribed for the
airport where the denied boarding occurs
 The passengers refuses to be security checked
 The passenger is found to be unacceptable for air carriage e.g. behavior or
health or any reason specified in the conditions of carriage.
 The passenger fails to reconfirm his/her booking within hours of departure
from Australia. Proof of reconfirmation will be as detailed record-PNR- held in
reservations system.
 Passenger traveling on free or industry discounted tickets which are not
available to general public.
5.5.7 Amount of Compensation
 Passenger falling within these guidelines will be offered compensation half of

the value of the flight coupon for the flight from which they have been
offloaded and subject to a minimum of AU$20 and to a maximum of AU$200,
regardless of the fare type being utilized.
 Reasonable expenses incurred whilst the passenger is awaiting alternative
transport in respect of accommodation, meals and local transport.
Written Explanation of Denied Boarding and Method of Payment
 Passenger who are denied boarding will be advised in writing of their denied
boarding immediately upon the offloading takes place
 In order to claim denied boarding compensation passengers will be required
to complete a denied boarding compensation form which will be provided by
Malaysia Airlines Airport Operation staff or the DBC request form may be
forwarded to the following address:
Administration Manager
Malaysia Airlines
American Express Tower
11th Floor 388, George Street
Sydney N.S.W 20000
Phone: 02 232 3377
5.6 USA Scheme
5.6.1 Compensation is not payable when:
 Passengers ticket does not fully comply to the airlines ticketing procedures,
check-id and reconfirmation requirement not observed and are not
acceptable for the transportation under airlines tariff file under C.A.B
 The flight is cancelled
 Denied boarding due to capacity of the aircraft was substituted, for safety or
operational reasons

Date : 01JUL2009
Revised Date :-
 Space is offered in a section of the aircraft other than that specified in the
ticket, at no extra charge if he is seated in section for which a lower fare is
charged whereby the appropriate amount on the airfare will be refunded.
5.6.2 Amount of Denied Boarding
The payment must be equal to the sum of the value including any surcharge and
air transportation tax, minus any applicable discount of the tickets, coupons
including connecting flight to passengers destination on first 4 hours stopover
with maximum of USD200
However, if Malaysia Airlines cannot arrange alternate transportation accepted

by passenger which, at the time arrangement is made, is planned to arrive at
passengers next scheduled stopover or destination not later than 4 hours after
the originally scheduled arrival time, the compensation is doubled – USD400
maximum.
5.6.3 Method of Payment
Payment will be by Cheque, MCO, voucher or cash for the amount specified on
the day and place the involuntary denied boarding occurs. However when it is
unable to offer Cash or Cheque due to inevitable reasons, ground traffic staff
concerned may arrange to handle the payment in either of the following:
 Tender the payment by requested mail within 24 hours after the denied
boarding has occurred.
 Send a message to the applicable ground/traffic station so as to make cash
payment to the passenger upon his arrival. The message should include the
name of passenger original flight number, class, amount of compensation,
arrival flight number and any other necessary information so that efficient
action can be taken on arrival.
 Issue MCO to the passenger on the following manner issue MCO in one
coupon in US dollars.
 Fill out the MCO as follows:
i. Type and service for which issued enter for refund purpose only;
ii. Additional remarks – enter denied boarding compensation, release
attached void if not applied for refund within 30 days.
5.6.4 Release
At the same time when payment is made by any means other than issuing of
MCO, have a signature of passenger on the receipt in a normal manner and have
a signature also on the release from which is to be prepared at applicable
ground/traffic station.

Date : 01JUL2009
Revised Date :-
5.7 HONG KONG Bar Scheme
The board of airline representative in Hong Kong recognized the need for
uniformity in the application of denied boarding compensation rules. It is resolved
that the following scheme will be applicable to all international scheduled
departing from Hong Kong.
5.7.1 Applicability
Denied boarding compensation shall only be given if a person:
 Has purchased a ticket – regardless of place of purchase indicating “OK”

status for a flight from a carrier, or an agent of the carrier, and he has been
given confirmation, registered with the carrier, by the carrier, or an agent of
the carrier, and he has a valid booking on that flight, and for those carriers
who have a requirement for reconfirmation the booking has been duly
reconfirmed.
 Has presented himself for check-in for that flight at the place, and at or before
the time specified by the carrier, and he has been denied carriage on that
flight by the carrier or the agent of the carrier, prior to the departure of the
aircraft this will only apply if the carrier or his agent has failed to provide him
with transport which is scheduled to reach, or
 where the means of transport provided does not

operate to a scheduled destination within 4 hours for destinations with TC3-
as specified in IATA resolutions – and six hours for others.
5.7.2 Compensation
The compensation payable to passengers holding tickets at published fare shall

be:
 Half the value of the flight coupon for the flight which they have been
offloaded, subject to a minimum of HK$100 or equivalent currency and a
maximum of HK$1000 or equivalent or equivalent currency. In respect of
prorated and interline.
 Carriage, that is carriage forming part of a through air journey or in the case
of an inclusive tour carriage, the amount of compensation shall be 25% of the
local sector fare subject to the previously stated minimum of HK$100 and
maximum of HK$1000 in addition.
 The reasonable expenses, according to carrier regulations, incurred by that
person while awaiting transport in respect of accommodation, meal, local
telephone calls, transmission of message and the like.

Date : 01JUL2009
Revised Date :-
5.7.3 Disclaimer
 A person qualified in respect of a flight who claims the compensation shall

receive that compensation and its shall be paid by the carrier and
acknowledge by such person in writing as being in full satisfaction of such
rights at law such person may have against the actual carrier in respect of
denial of carriage.
 Nothing in the present resolution shall prevent a person qualified in respect of
a flight from pursuing all his rights at law against the carrier as an alternative
to asserting his rights as provided herein
 Claim for compensation under this scheme will not be considered unless
made within two weeks of the denied boarding.
5.7.4 Exclusion
Nothing in this resolution shall require the carrier to pay compensation to a

person if:
 Carriage is denied because a government has requisitioned all part of the

passenger carrying capacity of aircraft operated by the carrier.
 That person has to refused to undergo a security check or obey the lawful
instruction of the carrier, including failure to respond to boarding calls
 The behavior, health or condition of that person is such as to entitle the

carrier, in accordance with his published conditions of carriage to refuse that
person carriage
 There are any other circumstances which entitle the carrier, in accordance
with his published conditions of carriage of national law, that person carriage.
 That person holds a free ticket or a ticket with a discount not available to the
general public.
5.8 TAIWAN Scheme
A passenger is eligible for compensation if he/she satisfies all the following

conditions:
 Holds valid travel documents
 Holds a valid ticket indicating OK status for the flight
 Has a confirmed booking in the airlines reservations record for that flight
 Has reconfirmed the flight where reconfirmation is required

Date : 01JUL2009
Revised Date :-
 Has presented himself/herself for check-in at the airport within time limit
specified by the airline
 Has been denied carriage on the flight by the carrier or its agent, which has
failed to provide him/her with an alternative means of transport which is
scheduled to reach his/her destination in
USA/CANADA/EUROPE/AFRICA/MIDDLE EAST/AUSTRALIA/NEW
ZEALAND within 6 hours or his/her destination in other areas within 4 hours,
of the original scheduled arrival time.
5.8.1 Payment of Compensation
If a flight oversold, there are not enough volunteers, passengers may be denied
boarding involuntarily and shall be offered a compensation as stated below:
Half the published normal economy one way fare of the flight coupon for the flight
coupon for the flight from which they have been denied boarding subject to:
 A maximum of TWD 5000 for flight ex Taiwan to points in

USA/CANADA/EUROPE/AFRICA/MIDDLE-EAST/AUTRALIA/
NEW ZEALAND
 A maximum of TWD 2000 for flights ex Taiwan to points in other areas
Note:
i. Compensation made to passengers holding child tickets shall be 50% of

the applicable amount mentioned above.
ii. Compensation made to passengers holding infant tickets shall be 10% of

the applicable amount mentioned above.

Date : 01JUL2009
Revised Date :-
5.8.2 Other Services
Irrespective of the passenger holding a valid documents and ticket indicating

“OK” status for that flight, the passenger denied boarding shall be entitled to:
 Refund of the cost of ticket for the part of journey not made without penalty
and refund surcharge or
 Arrangement for an alternative flight to his destination and
 The following services offered not on cash basis
1. A telephone call and/or telex/fax message to the point of destination
2. Meals and refreshments on a reasonable relation to the waiting time
3. Hotel accommodation in cases where an additional stay of one or more

nights in necessary.
5.8.3 Exclusion
The passenger will not be eligible for compensation if:
 Carriage is denied because any government has requisitioned all the part of
the passenger carrying of aircraft concerned
 Carriage is denied because of substitution of equipment of lesser capacity or

cancellation of flight when required by operational and/or safety reasons
 Passenger refused to be security checked
 Passenger is traveling on a free ticket or a ticket with a discount not available

to the general public
 The flight for which the passenger holds a confirmed reserved is cancelled,
and the passenger has already been notified
 Passenger is offered accommodation is a section of the same flight other

than that originally confirmed
 The behavior, health or condition of the passenger is such as to entitled the

airline, in accordance with its published conditions of carriage, to refuse
him/her carriage.
 Passenger holds invalid travel documents/inclusive of forged visa
 There are any other circumstances which entitle the carrier, in accordance
with his published conditions of carriage or national law or directions of any
authority, to refuse him/her carriage.

Date : 01JUL2009
Revised Date :-
5.9 PHILIPPINES Scheme
Subject to the expectations provided herein after under section 6, carrier shall
pay to passenger holding confirmed reserved space and who has presented
themselves for carriage at the proper time and place and fully complied with
carriers check-in and reconfirmation procedure and who are acceptable for
carriage under the carriage tariffs but who have been denied boarding for lack of
space a compensation at the rate of:
 For passengers for domestic flight 100% of the value of the first remaining
flight coupon plus the amount of one hundred fifty pesos – P150.00-
 For passengers for international flight 100% of the value of the first remaining
flight coupon but not its equivalent in foreign currency, plus an amount not
exceeding Five Hundred Pesos P500.00 or its equivalent in foreign currency,
to cover accommodation, meals, lands transportation and other expenses
 Which if accepted by the passenger as a result, shall constitute liquidated

damages for all damages incurred by the passenger as a result of the carriers
failure to provide the passenger with confirmed reserved space
 The passenger shall in addition to the liquidated damages have priority of

booking for the next available flight using the same ticket for which he was
denied boarding.
5.9.1 Exception to Eligibility
A passenger shall not be eligible for denied boarding compensation if:
The flight for which the passenger holds confirmed reserved space is unable to
accommodate him because of:
 Government requisition of space
 Substitution of equipment of lesser capacity when required by operational

and/or other causes beyond the control of the carrier
 The flight is cancelled due to operational and/or safety reasons and/or other
causes beyond the control of the carrier.
 The carrier arranges for comparable air transportation or for other

transportation accepted i.e. used by the passenger, which at the time either
of such arrangements is made, is scheduled to arrive at the place of the
passengers next stopover or if none at the place of his destination not later
than 3 hours in the case of domestic flights or not later than 4 hours in the
case of international flights from the scheduled time of arrival of the flight on
which he was denied boarding or accommodation.

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
SECTION 6 – STPC
6 Passenger Expenses En route or Stopover at Carriers Expenses (STPC)
6.1 Definition - STPC
Definition by IATA is Layover at Carriers cost.
Simply means the cost for passenger‟s hotel accommodation, meals and surface
transportation area at Carriers cost.
Hotel Accommodation – means room (with private bathroom if available)
Meals – means breakfast, lunch and dinner.
Surface – means transport from airport to hotel on arrival

and from hotel to airport on departure.
6.2 Types of STPC
Normal STPC - provided in the context of IATA Resolution 1775
Sales Incentive STPC - provided for Commercial reasons by Sales.
STPC due Missed/Delayed Connections at Transfer Point -

provided for missed/delayed connections at transfer point. This is determined by
Ground Services Department.
The responsible Cost Center for STPC is as below:
80 KUL 553 A/C 5520200 - SIN STPC

A/C 5502400 - NORMAL / IATA STPC
6.3 Qualification
6.3.1 Normal STPC
The granting of normal STPC is governed by conditions set in Hotel

Accommodation, meals and Surface Transport Multilateral Agreement of IATA
Resolution 1775 as per Attachment I. As mentioned in Article I Scope of
Agreement this agreement is subject to the terms of Resolution 102 as per
Attachment II. Additionally, note that in certain cases airlines participating in the
multilateral agreement have qualified their participation by means of notes, the

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
number of which are shown in the right hand column of the multilateral
agreement table followed by the texts of the notes and is in Attachment III.
Cost incurred by the Company will cover only hotel accommodation, meals and
surface transportation.
These regulation apply to all class of travel.
For on-line carriage on Malaysia Airlines at connecting points on interline

journeys at which Malaysia Airlines is involved as delivering or receiving
carrier.
6.3.2 Passenger’s expenses will not be absorbed at connecting points:
 In Europe, when travel is wholly within Europe.
 In Canada or the U.S.A. for travel which has its origin, destination or
turnaround point in Canada or the U.S.A.
 In Area 1, when travel is wholly Area 1.
 Within Area 1 (excluding Canada/U.S.A.) when travel between Area 1 and

Area 2 is from/to a point in Area 1 outside Canada/U.S.A.
 Within Area 3 or between Area 1 and Area 3 via the South Pacific for
passengers traveling on an Inclusive Tour based on a special fare.
 In the South West Pacific when travel is wholly within Area 3 and has its
origin, destination or turnaround point in the South West Pacific.
 Australia for travel which has its origin, destination or turnaround point in
Australia.
 Australia and Papua New Guinea for travel which has its origin destination or
turnaround point in Papua New Guinea.
 New Zealand for travel which has its origin, destination or turnaround point in
New Zealand.
 Tahiti for travel which has its origin, destination or turnaround point in Tahiti.
 New Caledonia for travel which has its origin, destination or turnaround point
in New Caledonia.
 Fiji for travel which has its origin, destination or turnaround point in Fiji.
Passenger expenses will not be absorbed at any connecting points when the
normal one-way sector fare for the on-line carriage by Malaysia Airlines is less
than NUC800 and when travel involves voluntary stopover.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
Passenger expenses will not be absorbed at any connecting point when travel is
solely within Malaysia Airlines Domestic Routes or between Malaysia, Singapore
and Brunei.
Carrier will not absorb any hotel, meals or surface transportation expenses in
Japan for any passenger traveling between Taiwan and Japan.
Carrier will not bear hotel expenses where connecting time is less than six hours.
Carrier will not bear any expenses if a through same day connection exists and
the passenger elects to commerce travel to the connecting point on the previous
day.
6.3.3 Route Station Function

If passenger decided to change the itinerary en-route or on the return journey,
the station concerned is to re-establish the passenger‟s eligibility of STPC. If
eligible, request the hotel accommodation accordingly and amend the PTAM to
reflect the correct IN/OUT date and stamp upon confirmation of the hotel
accommodation.
6.4 Sales Incentive STPC
For all discounted fare tickets (including tickets issued under Interline
Commercial Agreements) regardless of fare paid and class of travel.
Reservations shall not arrange STPC unless otherwise authorized.
The authority to provide STPC to passengers issued with discounted fare tickets
is vested with the Manager of a station or his delegated Sales Manager. Such
authority will be advised to the local Reservations by the STPC on Sales
Incentive Authorization Form which reservations shall act in making the
arrangements for STPC. Any request for Sales Incentive STPC must be
accompanied by the stations Cost Centre and stations account code.
As in the normal STPC, a passenger booked under the Sales Incentive STPC will
be accorded the normal facilities i.e. accommodation, meals and transfer. The
STPC on Sales Incentive form must be in two copies, the original to be retained
by local Reservations/Ticketing office and the other to be attached to the Sales
Incentive STPC voucher.
6.4.1 Criteria for offering Sales Incentive STPC:
For purpose of sales recovery action due to passenger mishandling.
To retrain customer loyalty to Malaysia Airlines for passengers traveling on FRCL

& GCCL.
6th freedom economy class passengers on MH sectors having no same day

connections or with connecting flights exceeding 6 hours.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
When one-way sector fare is less than NUC800 or flight connecting is less than
6 hours, Area/District/Sales Managers, may use their discretion to offer Sales
Incentive STPC for commercial/competitive reasons.
Note: Sales Incentive STPC MUST NOT BE offered to all FOC/AD/ID ticket
holders irrespective of class of travel.
Reservations upon receipt of the letter of Authority from Sales then request for
STPC through Host Airlines Reservation System with the transfer station. Such
request must include local Responsibility Center and Account Code 5520200.
e.g. HTL: MH NN1 KUL IN20AUG OUT31AUG SGLB STPC
Explanation of the Entry:
HTL: Function designator

MH Airline code
NN1 Need 1 room
KUL Arrival city
IN20AUG Check-in date
OUT31AUG Check-out date
SGLB STPC Text (request)
6.4.2 Missed/Delayed Connections at Transfer Point STPC
When a passenger is booked for on-carriage and misses his connection at the
transfer point owing to the late arrival of a delivering service, hotel
accommodation, meals, ground transport, transit taxes and reasonable
communications costs incurred by the passenger during the period of the delay
will be borne by the delivering carrier. Where the delay is caused by the late
arrival of an IATA member‟s domestic service or by the services of non-IATA
airlines such delivering carrier will not bear the expenses involved; Malaysia
Airlines will do so if it is the receiving carrier.
In the case of a delay to an on-carrying service on which a passenger has

previously been booked, hotel accommodation, meals, ground transport, transit
taxes and reasonable communications costs incurred by the passenger are at
the expense of the on-carrier from scheduled time until actual departure time.
The time limits specified under „At connecting Points‟ do not apply in the case of
missed connections or delays, but every effort should be made to get the
passenger away as quickly as possible. If a delayed passenger refuses a
reasonable offer of on-ward carriage, subsequent hotel/meal expenses will be
payable by him.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
6.4.3 At Points of Origin/On Departure from Point of Stopover or Turnaround
These complimentary facilities are not provided before takeoff from point of
origin, stopover or turnaround when a flight is operated reasonably to schedule.
However, if passengers have not been notified of a delay prior to the reporting
time at the airport, they may be provided with meals and/or hotel accommodation
at airline expense.
Exception:
In the case of delayed passengers traveling in accordance with approved

inclusive tour arrangements, meals and/or hotel accommodation may be
provided where necessary EVEN IF THE PASSENGERS HAVE BEEN
NOTIFIED IN ADVANCE.
Therefore, it is important that stations do everything possible to inform embarking

passengers of delays prior to their arrival at the airport in order to avoid
unnecessary expenses.
If a delayed passenger refuses a reasonable offer of revised air travel

arrangements, he normally will have to bear all hotel/meal expenses incurred
after the departure of the flight on which he was offered accommodation.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
6.5 Booking Procedures
6.5.1 Selling Station
In the case of normal STPC the AIRIMP format of request remains unchanged.
The selling station is to establish whether a passenger is entitled for STPC at
transfer point. When MAS is responsible to arrange hotel accommodation at
transfer points at MAS expense, action as follows:
When MH is the delivering carrier and hotel accommodation is required at

another MH – mechanized location, create the auxiliary segment to request for
the hotel accommodation. The onward carriage, which can be either by MAS or
other carriers, must be indicated as a segment element in the PNR.
Entry:
SS MH138 M 20JUN ADLKUL 1

SS MH180 M 21JUN KULMAA 1
HTL: MH NN1 KUL IN20JUN OUT21JUN SGLB STPC
SS MH181 M 25JUN MAAKUL 1
SS MH129 M 26JUN KULMEL 1
Response:
When the delivering carrier is other airline, the onward carriage will be positioned
immediately at the end of the auxiliary segment following the code “STPC”
Entry:
SS NH005 Y 05JUL LAXNRT 1

HTL: MH NN1 TYO IN06JUL OUT09JUL SGLB STPC/P1
SS MH081 Y 09JUL NRTBKI 1

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
Response:
Unless specifically requested by the passenger, there is no need to nominate a

hotel. The Transfer Point will make suitable arrangement and the name of the
hotel will be confirmed to the Requesting/Selling Station.
When request STPC for unaccompanied children, the code UM followed by the
age should be entered immediately prior to STPC.
6.6 Issuance of PTAM
Transfer passengers must be issued with the Passenger Transport,

Accommodation/Meal coupon prior to commencement of travel by any MAS
ticket offices system wide.
STPC is only requested when both the inbound and outbound flight into the
transfer point is confirmed. The transfer station will take no action for STPC
request when both inbound and outbound flight is still waiting listed.
For flights, which arrives KLIA after midnight, stations must request STPC a day
earlier. This is because hotel check-in time in KUL is from 1200 hours onwards.
6.6.1 Reservations Office at Transfer Point
i. Request/Report reservations to the hotel and advice hotel approximate time

of arrival of the passenger.
ii. Update PNR with the name of the hotel.
iii. Hotel Accommodation other than on Malaysia Airlines Account
iv. Complimentary accommodation involving transfer between other carriers may

be arranged where applicable.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
v. In such cases it will be necessary to check with the other carriers whether
complimentary accommodation applies or refer to the procedures of
Passenger
Expenses En-Route.
vi. If STPC is applicable advise the local office of the delivering carrier of the
transfer details and request that office to book the accommodation.
6.6.2 Ground Services Function
Passengers will be issued with the Passenger Transport, Accommodation/Meal

(PTAM) Coupon at the time of ticketing, prior to commencement of travel.
However, there may be instances when passengers are not in possession of
such PTAM, then Ground Services will issue the coupon upon being approached
by passenger at the transfer desk subject to STPC entitlement being indicated in
PNR. Ground Services will stamp “STPC PROVIDED AT (CITY) ON DATE” in
the endorsement column of the flight coupon of MAS tickets for the onward
connecting flight. When a ticket is sent for refund, Reservations must recall all
costs of STPC given to the passenger is the coupon bears this stamp.
6.6.3 Non-Eligibility of STPC
There are occasions where under normal IATA STPC ruling passengers are
eligible for the STPC, but due to passengers purchasing a special (discounted)
ticket STPC is not accorded. Under such situation, passengers are to be
thoroughly briefed on the non-eligibility for STPC and reflected accordingly under
RMKS of PNR.
Example:
RMK: STPC REQ KUL15OCT NOT APPRVD DUE TO SPCL DISCT

FARE/23JUN
Consequently, at time of ticketing the following restriction must be stamped or

entered in the Endorsement Box (AXE) of the applicable flight sector for the
onward journey:
AXE STPC KUL/15OCT NOT ELIGIBLE
6.6.4 Non-MAS Ticketing Outlet
Request for STPC at KUL, as per IATA guidelines, originating from non-MAS
ticketing outlets (off-line agents and interlines) will be handled by the nearest
Malaysia Airlines Ticketing outlets and followed up by telex.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
The booking agent (either off-line agent or interline) would have generated a
booking through MAS and the PNR would have been updated accordingly. Upon
arrival at KULAP, the passenger will have to proceed to the transfer desk where
the Passenger Transport/Accommodation/Meal Coupon would be issued.
6.6.5 STPC ON SALES INCENTIVE AUTHORIZATION FORM
To: (Local Reservations/or Ticketing Officer) From: Local Sales Office
Ref: ……………………… Date: …………………………
STPC ON SALES INCENTIVE
This is to authorize arrangement of STPC as follows:
PNR reference:
Name of passenger(s):
……………………….
……………………….
……………………….
……………………….
Ticket number (s):
Itinerary Class Sub Class
……………… ………… ……………………………..

……………… ………… ……………………………..
……………… ………… ……………………………..
……………… ………… ……………………………..
Point of STPC:
Number of rooms: TRPB:………………… DBLB:…………….

SGLB:……………
Date In/Out:………………………………
Cost of be recharged to Responsibility Centre:………………………….(Station own R.C)

Account Code: 5520200
……………………………………….
Signature & Stamp
Note: Sales Incentive STPC must not be offered to all FOC/AD/IA ticket holders irrespective of
class of travel.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
6.6.6 Passenger Transport Accommodation/meal (PTAM) Coupon
Selling stations must ensure that the PTAM voucher is issued at time of ticketing
and prior to passenger departure except due to unavoidable cases whereby
passengers are to be advised to collect upon arrival at the transit station. The
transit station Airport operational must be advised when such arrangement is
involved through telex.
(Refer to specimen of PTAM, on next page)

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
6.6.7 Sample of Passenger Transportation, Accommodation & Meal Coupon –

PTAM
i. PTAM Cover
ii. PTAM Transport Coupon

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
iii. Issuing Office Coupon
(1) (2) (12)

(3)
(4) (10)
(5) (6)
(7)
(9)
(8)
(11)
6.6.8 STPC PTAM Voucher Layout & Issuance Procedures – For STPC Request
As per the above PTAM sample, following are guidelines to be adhered in

the issuance of Transport/Accommodation/Meal coupons for passenger
on connection purpose at MAS ticketing office.
(Please refer to the Quick Reference Guide in the completion of PTAM

Voucher, on the next page)

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
6.6.8.1 Quick Reference Guide to Completion of a “Normal STPC” PTAM Voucher
BOX ENTRY REQUIRED
(1) Enter Name in “Block Letters”

(2) Number in party - must be filled in words even if for one person
(3) Ticket number(s) issued to the passenger entitled for STPC
(4) City at transit point where STPC is to be provided
(5) Check-In date
(6) Check-Out date
(7) Room Accommodation - Type of Room Requested
(Delete where Applicable)
- Meals – Type of Meal
- Transportation *- Delete where applicable.
Important:
If the Hotel booked is within the Airport area, i.e. transport is not required.
Indicate “VOID” in the transport coupon and extract it out and clip to
Issuing office coupon.
(10) Indicate reason (/) for the PTAM issuance, either:

- Delay
- Offload
- Misconnection
- Connection
(11) Indicate a (/) against connection in the reason for issuance column. Fill in
the relevant fight details i.e. flight no, date, from / to.
(12) Date and Place of Issue:
The issuing office coupon, the transport coupon (if any issued), the hotel
coupon and passenger coupon must be validated with the station
validating stamp.
Note:
i) For normal STPC stations are to indicate RC80KUL553 A/C 5502400

ii) For Sales Incentive STPC stations are to indicate Local Station Responsibility
Cost Centre.
iii) For Missed/Delayed Connection at Transfer stations to indicate RC80KUL515
/ AC 6304800
6.6.9 Handling of Lost or Stolen PTAM

These are the actions that need to be undertaken upon handling a lost or stolen
PTAM at transit point or at turnaround station:-
 Passenger reports at Visitor Service Center of misplaced, lost or stolen

PTAM.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
 Staff is required to verify if PNR indicates PTAM number.
 Visitor Service Center will have to advise passenger to pay for his or her own
accommodation to a maximum of MYR150.00. Passenger to get reminded to
get a reimbursement on the amount paid from the selling station upon their
return. The station will have to send telex notification to alert the original
issuing office on the lost of PTAM and that passenger would revert to them
for reimbursement upon their return.
A telex must be sent to: Selling station (SITA telex of original issuing office)
MASholidays
Note:
Malaysia Airlines will not pay any reimbursement for STPC hotel expenses
that exceeds MYR150 for stolen/lost PTAM.
6.6.10 Non-Collection of PTAM At Boarding Point
Due to last minute booking and confirmation within 72 hours of departure

requiring STPC, the selling station will need to notify the Visitor Service Center
by sending telex and indicating in the PNR that passenger will collect their PTAM
coupon upon arrival i.e.:
RMK: PTAM COLLECTION ON ARRIVAL DUE TO LATE HTL BKG CFMTN/

NK/23JUN
Visitor Service Center has to issue the PTAM as per the remarks updated by the
selling station in the PNR. Send telex notification to the selling station upon
issuance of the PTAM coupon.
A telex must be sent to: Selling station (SITA telex of original issuing office)
MASholidays.
6.6.11 Issuance of PTAM Register
All issuance of PTAM must be recorded and register must be maintained. This
register is to be submitted to the respective Area / District Manager on a monthly
basis for control purposes.
6.7 Non-Eligibility for STPC

There are occasions where under normal IATA STPC ruling passengers are
eligible for the STPC but due to passengers purchasing a special discounted

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
ticket, STPC is not accorded. Under such situation passengers are to be

thoroughly briefed in the non-eligibility for the STPC and reflected accordingly
under RMK: element in the PNR.
Example:
RMK: NOT ENTITLE FOR STPC AT KUL 15OCT09 DUE SPCL

DISCTD FARE TKT/NK/23JUN
Consequently at time of ticketing the following restriction must be stamped or

entered in the endorsement box (AXE) of the applicable flight coupon for the
outward journey:
Entry:
AXE STPC KUL/15OCT NOT ELIGIBLE
6.8 STPC Briefing for Passenger Transfer at KLIA
Passenger has to be briefed at uplifting station that when arriving at KLIA after
proceeding CIQ clearance, passenger does not have to go to the Visitor Service
Counter (VSC) unless if there is a flight delay in arriving at KLIA in which case
the in/out dates indicated in the coupon may have to be amended at the VSC.
Passengers issued with a transport coupon has to be briefed that on arrival at

KLIA after CIQ clearance, the location for STPC passengers to wait for their
transportation to the hotels is at Level 1 (Gate 2 or Gate 3). To avoid any
complaint, Airport Operations staff at KLIA must remind passenger to proceed to
Level 1 (Gate 2 or Gate 3) to board their transport to the hotel.
Gate 2 – Transportation to Hotels
 Allson Klana Seremban

 Equatorial Bangi
 Grand Blue Wave
 Palm Garden
 Holiday Inn Glenmarie
 Regent of Kuala Lumpur
 Royal Adelphi
 Shangri La Putrajaya for FRCL/BSCL

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
Gate 3 – Transportation to Hotels
 Concorde Inn Sepang

 Empress Sepang
Level 2: PAN PACIFIC KLIA – Walking distance from airport through Sky
Bridge.
To get to level 1, use lifts to level 1 and avoid using lifts with sticker Express Rail
Link.
STPC passengers, who decide to arrange their own transport to the hotel, will
have to be bearing the cost by themselves.
Passenger shall surrender the transport/PTAM coupon to the transport operator

of the respective hotels. The transport operator shall then transfer the passenger
to the hotel booked.
Should STPC passengers decide to arrange own transport to hotel, the cost will
have to be borne by them. Any request for reimbursement shall not be
entertained.
Upon checking into the hotel, passenger has to reconfirm with the hotel the time
of passenger pick-up back to the KLIA.
Transport coupons need not be issued if passenger is staying at the Pan Pacific
Hotel KLIA, which is situated next to the airport.
6.9 Hotel Accommodation Meals and Surface Transport Multilateral Agreement

(IATA 1775)
Multilateral Agreement covering the provision of hotel accommodation, meals

and surface transport has been signed by the airlines listed in the Multilateral
Agreement Table whereby the parties agree as follows:
6.9.1 Article I – Scope of Agreement
 This Agreement shall be subject to the terms of Resolution 102 (Passenger

Expenses en Route) and other applicable Resolutions.
6.9.2 Article II – Physical Arrangements, Hotel, Meals and Surface Transport

 At interline connecting points, the delivering carrier shall be responsible for
arranging hotel accommodation, meals and surface transportation‟s as

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
applicable, for interline passengers, and for settling the cost, including any
airport service charges or transit taxes that are required to be paid.
6.9.3 Article III – Peroration of Hotel, Meal and Surface Transport Expenses
 The peroration of hotel, meal and surface transportation expenses incurred
by the delivering carrier shall be handled as follows, where the interline
connection on the passenger‟s itinerary involved:
 Inter conference carriage by one carrier and intra conference carriage by

another, the peroration shall be 75% for the carrier performing the inter
conference carriage and 25% for the carrier performing the intra conference
carriage;
 Intra conference carriage by both carriers, or inter conference carriage by

both carriers, there shall be no peroration and the delivering carrier shall
assume the entire cost;
 International carriage by one carrier and domestic carriage by another carrier,

notwithstanding (a) and (b) above, there shall be no peroration and the carrier
performing the international carriage shall assume the entire cost.
 Notwithstanding anything in this Article (III), no portion of the expenses

incurred need be assumed by a carrier indicated above when the applicable
normal one-way local fare for its portion of the passenger‟s carriage is less
than NUC350.00 (or equivalent in local currency).
 When the prorated share per billing made by a carrier based on billings in
one city during the carrier‟s billing period regardless of the number of cases
or passengers involved amounts to less than USD25 (or equivalent in local
currency), it shall not be recharged.
Note: In case when it is the hotel, which sends a prorated invoice directly to
each carrier, the downward limit of USD$25 (or equivalent in local currency)
shall not apply.
6.9.3.1 Definitions:
Inter Conference Carriage – travel from one IATA area to another IATA area
Inter Conference Carriage – travel within one same IATA area
Notes:
 In certain cases airlines participating in the Multilateral Agreement have

qualified their participation by means of notes, the numbers of which are
shown in the right hand column of the Multilateral Agreement Table
followed by the texts of the notes.
 The Bilateral Agreements provide for the delivering carrier to make the
physical arrangements except where indicated otherwise by the notes
relating to certain airlines.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
 Where surface transport is provided free of charge at interline connecting

points, the delivering carrier will arrange and pay for surface transportation
from airport to hotel on arrival and the receiving carrier will arrange and pay
for surface transportation from hotel to airport on departure. There shall be
no peroration of cost incurred for surface transportation.
6.9.4 At Connecting Points (Extract from Resolution 102)
When a passenger is connecting between flights of one or more carriers and

requires a hotel room, meals, ground transportation at the connecting point, such
expenses may be absorbed by one or more carriers concerned, under the
following conditions.
a) The passenger is ticketed for onward confirmed travel before arrival at the
transfer point; and
b) Expenses are only absorbed:
If the passenger is booked on the first connecting flight of the ticketed carrier
within 24 hours up to departure of the flight‟s;
or
If space is not available on the first connecting flight of the ticketed carrier and
the passenger is booked on the first flight of the ticket carrier on which space is
available within 24 hours; up to departure of the flight on which the passenger
travels;
or
If space is available on the first connecting flight of the ticketed carrier and the
passenger is not booked on this flight but is booked on another connecting flight
of the ticketed carrier within 24 hours; up to a departure of the connecting flight of
the ticket carrier,
or
If there is no connecting flights of any carrier within 24 hours and the passenger
is booked on the first connecting flight of the ticketed carrier: up to 24 hours.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
6.9.5 IATA Hotel Accommodation, Meal and Surface Transport Multilateral

Agreement
EFFECTIVE
CARRIER NOTES
DATE
Aerolineas Argetinas 26 OCT 1963

AEROMEXICO – Aerovias de Mexico 23 JUL 1972 4
AVIANCA – Aerovias
Navionales de Columbia Sa 01 AUG 1963
Air Afrigue 01 AUG 1963 8
Air Algerie 11 APR 1969 47,60,74
Air Austral 04 JUL 1992 2,10,21,47,48
Air Canada 01 AUG 1963 11,17
Air France 01 AUG 1963 8,86
Air India 01 AUG 1963 10,16,16A,21
Air Madagascar 30DEC 1966 14,21,56,57,58
Air Malawi LTD 01 MAR 1969 18
Air Mauritius 01 FEB 1978 32
Air New Zealand LTD 24 NOV 1965
Air Niugini 01 JUN 1976 2,41,91
Air Zimbabwe Corp. 15 SEP 1981 8
ALITALIA 01 AUG 1963 6,14,21,34,37,48,50
Air Nippon Airways Co Ltd 26 AUG 1986 52,65,92
American Airlines Inc 05 MAY 1983 75,76
Ariana Afghan Airlines 01 JAN 1979
Australia Airlines 01 AUG 1963
Annett Australia 01 APR 1995 21,72,87
*Barman Bangladesh Airlines 01 AUG 1978 2,16
British Airways P.L.C. 01 APR 1974 15,30,35,42,44
Cameroon Airlines 01 MAY 1978 13,21
Cathay Pacific Airways Ltd 01 AUG 1963 2,10,28,40,48,54
Ceskoslovenske Aeroline (CSA) 01 AUG 1963 59

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
IATA Hotel Accommodation, Meal and Surface Transport Multilateral Agreement

(Cont)
EFFECTIVE
CARRIER NOTES
DATE
*China Airlines 01 APR 1969 28,60,62,65

Cyprus Airways 01 JAN 1964 2,14,40,48,59,62,89
Cubena do Aviacion S.A
Delta Air Lines INC 15 MAR 1972 1,3,4,22,40,71,72,73
Dragonair Hong Kong 01 APR 1990 2,21,28,47,48
EGYPT Air 01 AUG 1963 10,34,40,60,61,62

EI AI Israel Airlines Ltd 01 AUG 1963 24
Emirates 01 APR 1987 64,71,83,84
Ethiopian Airlines, S.C. 01 AUG 1963 10,12,31
EVA Airways Corporation 01 DEC 1992 24,40,60,65,70,72
73
FINNAIR 01 FEB 1969
GB Airways Limited 01 JUN 1993

Garuda Indonesia 01 JAN 1964
Ghana Airways 21 SEP 1963 20,25,62,65,79
Gulf Air 20 JUN 1974 38
IBERIA 01 AUG 1963

Iran Air 01 DEC 1963 40,49,50,51
Iraqi Airways 01 AUG 1963 26,29,45
Jamahiriya Libyan Arab Airlines 01 OCT 1967

Japan Air Lines Co Ltd 01 AUG 1963 9,20
Japan Air System 30 MAR 1990 65,52
JAT – Jugoslovenski 01 DEC 1999 2,4,7,60,62,84
Aerotransport – Jat
25 AUG 1977 14,67
Kenya Airways Limited 01 OCT 1967
Korean Airways 01 AUG 1963 10,23,25,47
Kuwait Airways Coporation
LAM – Linhas Aereas de 22 MAR 1975 8

Mocambique 01 FEB 1969
LAN – CHILE(Liniea Aerea Nacional
de Chile) 21 AUG 1986
LAP(Lineas Aereas Parquayes)
01 OCT 1972 27,47,48,65
Malaysian Airlines System 01 JAN 1965 47,48,60
MALEV-Hungarian Airlines 01 AUG 1963 77
MEA-Middle East Airlines
Nigeria Airways Limited 17 OCT 1963 13

Northwest Airlines 01 AUG 1963 4,10,20,28,40,69,70,71,72,73,90
Olympic Airways 01 AUG 1963

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
IATA Hotel Accommodation, Meal and Surface Transport Multilateral Agreement

(Cont)
EFFECTIVE
CARRIER NOTES
DATE
Pakistan International Airlines 01 AUG 1963 21,53
Polish Airlines (LOT) 01 JAN 1991
Qatar Airways 31 JUL 1963 64,71,83,84

Qantas Airways Limited 01 SEP 1965 21
Royal Air Maroc 01 AUG 1963 47,55,64

Royal Jordanian 07 APR 1964 2,4,10,40,60,61,62
63,68,88
Royal Swazi National Airways Corp. 01 DEC 1983
SABENA 01 AUG 1963 1,3

Saudia Arabian Airlines 01 NOV 1967 33,36,39,40,43
Singapore Airlines Ltd 01 OCT 1972 21,47,48,65
South African Airways 01 AUG 1963 8
Sudan Airways 01 AUG 1963 3,16
Syrian Arab Airlines 01 SEP 1968 34
SILKAIR (Singapore) Pte. Ltd 31 JAN 1992 2,21,47,48
Sri Lankan Airlines Limited 01 SEP 1979 64,85
TAP Air Portugal 01AUG 1963 21

Trans World Airlines Inc. 01 AUG 1963 1,3,4,67
Tunis Air 01 JUN 1972 7,11
Trinidad & Tobago (BWIA 09 OCT 1963
International) Airways Corp.
United Airlines 01 MAY 1984 2,21
VARIG – Brazilian Airlines 01 AUG 1963 80
Yemenia – Yeman Airways 01 JUN 1993 34,40,81,82
6.9.6 IATA Hotel Accommodation, Meals and Surface Transport Multilateral

Agreement
( Notes )
1. In case a Company, party to this Agreement, should introduce a note to the

latter so as to modify the prorating rules indicated in Article 3, Subparagraphs
3.1 and 3.1.2 in such a way that carrier would have to bear a charge higher
than provided for in the Agreement, carrier shall consider itself freed from the
obligations arising from the present agreement contracted with the said
Company for any traffic covered by such note.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
2. Carrier does not wish to assume any hotel, meal and surface transport
expenses when connecting with the domestic service of another carrier and
therefore wishes to be excluded from Article 3, subparagraphs 3.1.3
3. Carrier when acting as a receiving carrier reserves the right to make physical
arrangements and pay for the hotel accommodation, meals and surface
transport where the delivering carrier is not prepared to pay for these
expenses.
4. Notwithstanding Article 3, Subparagraph 3.1.2 for intra conference carriage

by both carriers, carrier will participate only on a 50% proration basis.
5. Carrier shall not absorb connecting expenses in Venezuela for passengers

traveling to/from interior points in Venezuela.
6. Carrier, when acting as receiving carrier at Athens, Frankfurt, London, Paris

and Rome and when the applicable one-way fare for the delivering carrier‟s
portion of carriage is less than NUC350 (or equivalent in local currency)
reserves the right to make physical arrangements and pay hotel
accommodations, meals and surface transport when other carriers are not
prepared to share in these expenses, provided that the carrier transports the
passenger(s) to a point south of Cairo.
7. Carrier will bear expenses for hotel accommodation and meals, provided that
the published normal economy one-way fare for the portion flown on its
service(s) is NUC120.00 or more irrespective of the type of fare paid, and
there is no same day connection.
If however, there is a through connection service on a particular day of the week
but the passenger elects to travel to such transfer point the day before when
there is no such through connecting service, the passenger will be
responsible for his own overnight expenses.
8. Carrier will not bear any expenses when transportation is wholly within the
Africa sub-area.
9. Carrier will not bear en-route expenses when one way fare applicable to
portion flown on its services is less than NUC800.00
10. Carrier will only bear en-route expenses when one way fare applicable to
portion flown on its services is more than NUC350 (or equivalent in local
currency).
11. Carrier will not absorb connecting expenses for passengers at Antigua,
Bahamas, Barbados, Bermuda, Jamaica or Port of Spain, where these points
are used for connecting purpose on journeys between Canada and the West
Indies or any of the islands of the Caribbean Sea.
12. Carrier will not absorb passenger layover expenses at Abu Dhabi, Dubai,
Brazzaville, Douala, Jeddah, Khartoum, Kinshasa, Luanda and Monrovia
except on explicit written authorization.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
13. On its West African route, Carrier while participating on an interline journey,
will only hear hotel expenses if both sectors of the journey are performed on
its services.
14. Carrier will not bear any passenger expenses when travel is at an IT-fare.
15. Carrier will not absorb any hotel, meal or ground transportation costs at any
point in India, Pakistan, Bangladesh, Sri Lanka and the Middle East sub-area
for passengers traveling on journeys wholly within or between points in these
areas except for First Class and Club Class passengers traveling between
Kuwait and India/Pakistan for whom absorption of such costs will be
permitted.
16. Carrier will not bear any hotel, meal and ground transportation costs at Abu
Dhabi, Bahrain, Doha, Dubai, Dhahran, Jeddah, Kuwait, Muscat, Ras al
Khaymah, Riyadh and Sharjah in connection with travel originating or
terminating at points within the Middle East sub-area, Pakistan, India and
Bangladesh. As an exception of traffic to/from points in Iran, en route
expenses may be borne at these points.
16a. Air India will absorb hotel/meal expenditure at Kuwait for connecting transit
passengers only if transit time exceeds six hours.
17. Carrier will not absorb ground transportation expenses between Montreal‟s
Dorval and Mirabel Airports.
18. Carrier will not bear any expenses at any point in East Africa for intra
conference traffic except that when acting as a receiving carrier, will be
responsible for paying the surface transportation from town to airport on
departure.
19. Carrier will not absorb any connecting expenses in Kuwait when acting as a
delivering or receiving carrier.
20. Carrier will only bear hotel accommodation, meals and surface transportation
cost for passengers traveling at premium/First Class, Business Class, or Full
Economy fares.
21. Carrier will only bear hotel accommodation, meals and surface transportation
costs for passengers traveling on Supersonic, Premium/First Class, Business
Class or full Normal/Standard Economy fare basis.
22. Carrier will only bear hotel accommodation, meals or surface transportation
costs for passengers traveling on Seamen‟s Fare or no discounted First
Class, Business Class or Full Economy Fares.
23. Carrier will not bear en-route expenses for passenger(s) holding ticket(s) at
50% reduction or more (issued for any reason) of the normal fares, First or
Economy Class or tickets issued at local selling fares, IT fares (individual or
group except when otherwise stated in the related resolution or conditions).

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
24.Hotel meal and/or ground transportation costs will be borne only for
passenger
traveling on first or normal fare basis. These expenses will also be borne for
passengers traveling on individual excursion fare to and from South America
and South Africa.
25. Carrier will not bear en-route expenses for passengers traveling on group
fares.
26. Carrier will not bear en-route expenses when one-way fare applicable to
portion flown on its services is less then IQD170.00
27. Carrier will not absorb any hotel, meals or surface transportation expenses in
Japan for any passenger traveling between Taiwan and Japan.
28. Carrier will not absorb connecting expenses in Hong Kong for passengers
traveling to/from China.
29. Carrier will not absorb any hotel, meal or ground transportation costs at Abu
Dhabi, Bahrain, Doha, Dubai, Kuwait, Muscat and Sharjah for passengers
traveling wholly between India or Pakistan, on the one hand and Iran, Iraq,
Kuwait, Oman, Bahrain, Qatar and United Arab Emirates on the other hand.
30. Carrier will not absorb any hotel, meal or group transportation costs at Cairo
if the emplaning or deplaning point(s) on the passenger‟s itinerary
immediately before or after Cairo is/are at point(s) in the Middle East sub-
area.
31. Carrier will not bear any expenses:
a. When complete itinerary of the passenger is wholly within:
i. Ethiopia
ii. Europe
b. For connecting passengers domestic to international and international

to domestic.
c. When travel is at an IT fare.
d. For passengers traveling on discounted tickets of 75% or more.
e. When connecting time is less than four hours.
32a. Carrier will not bear any expenses for passengers connecting at Nairobi.
32b. Carrier will not bear hotel accommodation, meals and surface transportation
costs at Singapore for passenger traveling at first, business class or full
normal economy fare basis.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
33. Carrier will not bear en-route expenses when the one-way fare applicable to
the portion flown on its services is less than 550 NUC for all
Normal/Excursion F/C and J/C fares and 450 NUC for all normal/excursion
Y/C fares. However, carrier may absorb en route expenses for passenger
performing his entire journey on its services.
34. Carrier will not bear any expenses either acting as delivering or receiving
carrier when transportation is wholly within the Middle East sub-area.
35. Carrier will not absorb any hotel, meal or ground transportation costs at
Nairobi in respect of passenger traveling between South Africa and Kenya.
36. Carrier will not bear en route expenses for passenger(s) holding all reduced
rate tickets (ID, AD, IT, individual or group) (except when otherwise stated in
the related resolutions or conditions) and passengers holding promotional
and bilateral fare CT, RTW, YZ Seaman tickets (except for unaccompanied
minor).
37. Carrier will not bear any expenses, when the applicable local one-way normal
„C‟ Class (Business/Economy) fare for the portion flown on its services is less
than
- NUC500.00 for all non-discounted normal „F‟ Class (First) „C‟ Class
(Business/Economy and „M‟ Class (Tourist) fares
- NUC700.00 for all other fares (including family/spouse fares where head
for family pays the full normal fares).
38a. Carrier will not absorb any hotel, meal or ground transportation costs at
Abu Dhabi, Bahrain, Dhahran, Doha, Dubai, Kuwait, Muscat, Ras al
Khaimah and Sharjah for passengers traveling on journeys wholly within
the Middle East sub-area, wholly
between India or Pakistan or Bahrain, Oman, Qatar and United Arab
Emirates.
38b. Notwithstanding paragraph (a) mentioned hereabove and paragraph (3.2) of

Article 3, Carrier may absorb passenger expenses at Abu Dhabi, Bahrain,
Dhahran, Doha, Kuwait, Muscat, Ras Al Khaimah and Sharjah for
passengers traveling on journeys wholly performed on carrier‟s services
between Larnaca and Bahrain, Oman, Qatar, Saudi Arabia and United Arab
Emirates.
39. Passenger must hold a single ticket or conjunct tickets in the same currency
with a confirmed space for onwards journeys.
40. Carrier will not beat hotel, meal or ground transportation expenses where
connecting time is less than six hours.
41. Carrier will not absorb connecting expenses for passengers connecting at
points in the South East Asia sub-area.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
42. For travel between Seychelles and Sri Lanka, carrier will only absorb within
these countries any hotel, meal or ground transportation costs of First Class
passengers or when ticketed on British Airways beyond these countries of
Club Class passengers.
43. Carrier will not absorb en-route expenses at Abu Dhabi, Amman, Bahrain,
Doha, Dubai, Kuwait, Muscat and Sharjah.
44. Carriers will only bear hotel accommodation, meals or surface transportation
costs for passengers traveling on Supersonic, Premium/First Class, Business
Calls or full Normal/Standard Economy Fare basis and provided that the
applicable one-way fare for the portion flown on its services is GBP350.00 or
more.
45. Carrier will not bear en-route expenses for passenger(s) holding ticket(s) at
any reduction (issued for any reason) of the normal fares, First or Economy
class or ticket issued at local selling fares and IT fares (individual or group
except when otherwise stated in the related resolutions or conditions). Carrier
will not grant accommodation in Iraq for passengers of any airline with a
connecting flight on the domestic network.
46. Carrier will not absorb connecting expenses in Zaire for passengers traveling
to/from points in Zaire.
47. Carrier will not bear hotel expenses where connecting time is less than six
hours.
48. Carrier will not bear any expenses if a through same day connection exists
and the passenger elects to commence travel to the connecting point on the
previous day.
49. Carrier will not absorb any hotel, meal, or ground transportation costs for
passengers traveling with excursion fare to Iran.
50. Carriers will not render any hotel, meal or ground transportation costs for
passengers holding tickets at more than 50% reduction of the normal fare
except for unaccompanied minor or tickets issued except basis of IT-fares
(individual or groups) except otherwise stated in the related resolutions or
conditions.
51. Carrier will not accept any hotel, meal or ground transportation costs at any
point in the Persian Gulf for passengers to/from Iran via those points.
52.Carrier will not only bear hotel accommodation, meal or surface transportation
cost for passengers traveling at First Class, Intermediate Class or Normal
Economy Class fares.
point in India, Pakistan, Bangladesh, Sri Lanka and the Middle East sub-area
for passengers traveling on journeys wholly within or between points in these
areas.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
54. Carrier will only bear hotel accommodation, meal or surface transportation
costs for passengers (including unaccompanied minors) traveling on
Supersonic, Premium/First Class, Business Class or full Normal Economy
fare basis. Carrier will not render any hotel, meal or ground transportation
costs for passengers holding tickets issued on the basis of IT-fares (individual
or group) and passengers holding discounted AD/ID/TG tickets.
55. Carrier will not bear hotel accommodation, meal or surface transportation
costs:
A. For passengers holding tickets issued on the basis of IT fares (individual

or group) and passengers holding discounted AD/ID/TG tickets.
B. For passengers traveling on discounted tickets of 75% of more.
C. For connecting passengers domestic to international and international to

domestic.
56. Carrier cannot be charged passenger accommodation when the fare for the
portion flown by Air Madagascar is less than NUC350 on the domestic
network of Air Madagascar or with a flight for passengers of any airline with a
connecting flight on the domestic network of Air Madagascar or with a flight to
La Reunion.
57. Carrier grants no free accommodation in Nairobi, Mauritius, Djibouti Comores

Islands and Johannesburg to passengers in transit through those points.
58. Carrier will not absorb any passenger expenses en-route when the applicable
local adult one-way fare in the class used for the portion flown on its services
is less than NUC450.
59. Carrier will not bear layover expenses when travel is on IT, Group Fares,
GIT, YZ, SD, individual or group APEX. CD, family fares, Seamens fares,
local selling fares or teachers fares. Moreover, carrier will not bear layover
expenses for passengers holding tickets issued at any discount (AD, ID, DG,
TG, RG etc). thus carrier will bear layover expenses for passengers holding
full F, C, Y, YE, fare tickets only.
60. Carrier will not bear layover expenses either acting as delivering or receiving
carrier when travel is wholly within the Middle East also when travel is
between the Middle East and Libya.
61. Carrier will not bear layover expenses for passengers holding two separate
tickets.
62. Carrier will not bear any hotel, meal or ground transportation expenses in
Europe for passengers holding on-line fares.
portion flown on its services is less than NUC400.
portion flown on its services is less than NUC800.
Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
65. Intentionally Left Blank
66. Carrier will not bear en-route expenses when the one-way fare applicable to
portion flown on its services is less than 250 NUC.
67. For transportation over North Atlantic carrier will not bear or share in hotel
accommodation in points in Europe unless the fares paid are the normal full
fares.
68. Carrier will not bear any en route expenses for passengers holding
discounted AD, CG, (TC/TG) or ID tickets.
69. Carriers will bear any en route expenses only once on each one way or half
round trip journeys.
70. Passenger must hold a through reservations and a single ticket or

conjunction tickets in the same currency to an international destination
beyond the interline connecting point.
71. Carrier will not bear any expenses if a through same day connection exists,
regardless of availability and the passenger elects to travel to the connecting
point at which it is proposed passenger expenses are to be absorbed, the
previous day.
72. Carrier reserves the right to predestinate hotel accommodation facilities for
which it will accept expenses proration.
73. When acting as delivering carrier and when one-way fare applicable to the
portion flown on its services is less than 350 NUC (or equivalent in local
currency), carrier will not be responsible for arranging hotel accommodation,
meals and surface transportation and for settling the costs at interline
connecting point.
74. Carrier will only bear layover expenses when its services are used for
intercontinental transportation purchased at (published tariff) full normal fare
levels, when the passenger is connecting to/from other international services
and same-day connecting services involving carrier are not scheduled or
available. Carrier will only participate in proration of expenses when services
are provided at airports designated by carrier and specifically designated
hotels (including when carrier is the receiving carrier). Hotel
accommodations will only be provided when connecting time exceeds
six hours and when arranged in advance of arrival at the transfer point.
75. American Airlines shall participate in the absorption of involuntary layover

costs only as specified in the following chart:

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
On Routing Expense Accepted at Cities

Between And Served by Carrier in
TC1 TC2/TC3 Europe (excluding Budapest

& Bremen)
Central/ TC2/TC3 The U.S. or Puerto Rico So.

America
TC1 TC3 The North Pacific
TC2 The U.S. Pacific
76.Carrier will not bear hotel accommodation, meals or surface transport

expenses when acting as a delivering carrier at the following stations:
Bahrain/Cairo/Damascus/Dhahran/Doha/Istanbul/Amman/Athens/Jeddah/
Khartoum Kuwait/Larnaca and Tripoli.
77. Internationally Left Blank
78. Carrier will not bear any expenses where origin and destination of the journey
fall wholly within the West Africa Sub Area.
79. Carrier will not bear any hotel, meal and surface transport expenses in
Portugal when connecting with service of another carrier and therefore
wishes to be excluded from Article 3.
80. Carrier will not bear en-route expenses for all kinds of promotional or ID
fares.
81. Carrier will only bear en-route expenses when one-way fare applicable to
portion flown on its services is more than NUC550 (or equivalent in local
currency) for first and business class and NUC450 for economy class.
point in Bangladesh, India, Pakistan, Sri Lanka and the Middle East for
passengers traveling on journeys wholly within or between these two sub-
areas, except for first and business class fare paying passengers.
83. Carrier will not absorb any hotel, meal or ground transportation costs if a
through same day interline connection exists and the passenger elects to
commence travel to the interline connecting point on the previous day or on a
flight(s) which will not provide such through same day interline connection.
84. Carrier will not absorb any en-route expenses at any point in the Middle East
sub-area.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
85. Carrier will only bear hotel accommodation, meal and surface transportation
costs for passengers traveling on Concorde, First class, business class of full
economy fare basis and provided that the applicable one-way fare for the
portion flown on its services is NUC700 or more.
86. Carrier will not absorb any hotel, meals or surface transportation expenses
when connecting with domestic services within Australia and/or New Zealand.
87. Carrier will not bear any hotel, meal or ground transportation cost at AUH,
BAH, DOH, DXB, DHA, JED, KWI,MCT, RKT,RUH and SHJ in connection
with travel whether acting as delivering or receiving carrier.
88. Carrier will not bear any hotel, meal and ground transportation expenses at
Amman, Bahrain, Cairo Damascus, Dubai, Jeddah Riyadh Tel-Aviv when
acting as a receiving carrier.
89. Carrier will not bear any expenses if a through same day connection
exists/with less than or an equal number of connections/regardless of
availability.
90. Carrier will not bear any expense if a through same day connection exist/with
less than or an equal number on connections/regardless of availability.
91. Carrier shall not absorb connecting expenses for passengers connecting at
points in Japan.
92. Carrier will not bear any en-route expenses for the passengers using
NH5801-5850 and NH6000-7999.
Updates:
Note 65 of the multilateral agreement now to read as follows :-
Carrier will not bear en-route expenses when one-way fare applicable to portions
flow on its services is less than NUC 800.
Passengers will not be absorbed at any connecting points when the normal fare
for the online carriage by MAS is less than NUC 800 and when travel involves
voluntary stopover.
Note 2, 47, 60, 62 and 84 of the Jugoslovenski Aerotransport – JAT – now to

read as follows :-
Note 2 : Carrier does not wish to assume any hotel, meal and surface transport
expenses when connecting with the domestic service of another carrier.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
Note 47 : Carrier will not bear hotel expenses where connecting time is less than
6 hrs.
Note 60 : Carrier will not bear layover expenses when travel is on IT, group
fares, GIT, YZ, SD, individual or group APEX. CD, family fares, SEAMENS fares.
Local selling fares or teachers fares. Moreover, carriers will not bear layover
expenses for passengers holding tickets issued at any discounted –
AD/ID/DG/TD/RG ETC. Thus carrier will bear layover expenses for passengers
holding full F/C/Y, YE fares tickets only.
Note 62 : Carrier will not bear layover expenses for passengers holding two
separate tickets.
Note 84 : Carrier will not absorb any hotel, meal or ground transportation costs if
a through same day interline connection exists and the passengers elects to
commence travel to the interline connecting point on the previous day or on a
flights which will not provide such through same day interline connection.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
6.10 Non-Adherence to booking procedures of STPC request
Stations are not adhering to laid down procedures or to extent of being ignorant
whenever effecting request for stopover at carrier expense request. This resulted
in unnecessary workload in Kuala Lumpur District Reservations to query and
verify with booking station which undoubtedly will cause delay in the actioning of
the STPC request.
All requests for stopover at carrier‟s expense request are in the correct format
and in compliance with the various ruling on the application of STPC.
Requesting stations are responsible to check on the passengers eligibility as per

itinerary in the passenger name record and fare pain, correct date of check in
and if not accorded the normal STPC whether on sales incentive STPC as
approved by Sales Department of stations.
The latter must be with the cost centre and account code indicated in the
passenger name record against the auxiliary segment concerned.
The responsible Cost Center for STPC are as below :
80 KUL 553 A/C 5520200 - SIN STPC

A/C 5502400 - NORMAL / IATA STPC
Appended below are some of the common errors or non-compliance of

procedures committed by stations :
o Inbound flight still waitlisted – Flight must be confirmed before STPC can be
requested.
o No arrival information or connection flight.
o STPC not indicated in the request.
o STPC requested for two or three nights, i.e. no indication on sales incentive
with
o cost centre.
o Number of room does not tally with the number of passengers .
o Fare below NUC 800.
o Date in for hotel does not coincide with the arrival date of the inbound flight –
o date change of flight was overlooked.
o STPC requested not from the transfer connection city but from the boarding
o City of the inbound flight e.g. at DXB or LAX requested through KUL.
o Stopover exceeding 24hours – no indication of STPC for the first 24 hours.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
o STPC requested for ID tickets.
o STPC requested one day after arrival date into KUL.
o STPC requested where connecting time is less than 6 hours.
o Passengers opted not to take same day connections.
o Stations need to ensure that all requests for STPC in the PNR are correctly
entered and the eligibility for STPC have been verified.
o Hotels will charge cancellation fees if passengers who have made prior
bookings no show for their hotel accommodation.
o When passenger cancel their flights, hotel segment need to be cancelled as

well.
6.11 Non-adherence to normal STPC procedures
All request for normal STPC must be in the correct AIRIMP format and also
within the context of the reservations procedure passenger expenses en-route.
Selling stations are responsible to establish whether a passenger is entitled to

STPC at transfer point prior to making the normal STPC request.
The following are the brief conditions for normal STPC request :
o The passenger must be ticketed.
o Inbound /outbound flights must be confirmed.
o Fare more than NUC 800.
o The connecting time is more than 6 hours.
o No connecting services within 24hrs after arrival.
6.12 KLIA Airside Transit Hotel (International Satellite Building, KLIA)
Stations must not make STPC bookings directly with KLIA Airside Transit Hotel.
All STPC requests must only be made through KUL, Sita telex: KULRLMH.

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
STPC Meal Guidelines & Eligibility
Following are the guideline on the eligibility and the accordance of meals for
STPC passengers, accordingly to the arrival/departure time at KLIA:-
Standard Time of Arrival (STA)
o Breakfast - before 0900 hrs

o Lunch - before 1300 hrs
o Dinner - before 0001 hrs
Standard Time of Departure (STD)
o Breakfast - after 0600 hrs

o Lunch - after 1400 hrs
o Dinner - after 2100 hrs
6.13 Sita Telex Addressee for Visitor Service Center (VSC) at KLIA
Telex addressee: KULK1MH.
Any handling of last minute authorization and confirmation of STPC, a telex

notification must be sent to - KULK1MH and a copy to passenger handling
department – KULKPMH, for issuance and collection of PTAM.
Handling of meet and assist passengers MAAS who has to collect their PTAM at
“VSC” upon arrival, a telex notification must be sent to customer services
Hospitality Department - KULK4MH and to copy - KULK1MH and KULKPMH.
STPC at Narita (NRT) for Passengers from Malaysia to Los Angeles (LAX)
Passengers traveling from Malaysia to Los Angeles on the following flight are not
entitled for STPC at Narita Airport.
Flight details:
MH 070 KUL / NRT DAY 3

MH 092 NRT / KUL DAY 4

Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC

Date : 01JUL2009
Revised Date :-
SECTION 7 – ADVANCE SEAT REQUEST
SECTION 7 – ADVANCE SEAT REQUEST (ASR)
7 Introduction
7.1 Advance Seat Request - ASR
Advance Seat Reservation (ASR) is an automated application to reserve specific

passenger seating on booked future flights at the time of the passenger booking
or during subsequent retrieval periods.
The general entries allow reservations staff to do the following functions:
o Display Seat Maps

o Seat Reserve Entries
o Reserve Seat PNR Modifications
The ASR entries allows staff to display a seat map, which shows the layout of
seats for each aircraft type/configuration and the type of seats (Infant, Non-
Reclining, Smoking, Non-smoking, etc)
It is possible to retrieve the passenger-processing lists, ASR information by:
- Multi-Selection Passenger List (criteria code RS), and

- Passenger Name List (PNL)
Seat selection has become an integral part of service in Malaysia Airlines.

Whenever a passenger makes reservations on our services, passengers must be
asked if they have any preference for seating on the aircraft. This is more so on
our international flights. It is recommended that seat selection/seat request is
offered to passengers in advance so as to avoid inconvenience/delay at check-in
when passenger requested for a specific seats at the airport.
With the opening up of seat selection facility to economy class passengers on all
flights (including F50/ATR on MASWINGS services) except Twin Otter aircraft
type, it is imperative that staff are familiar with various entries and related
procedures. These are similar to that currently used for the request of seat
selection for First and Business Golden Club class.
Informatively, all Malaysia Airlines flights have been restricted as “Non Smoking”,
effective 29 October 2000.
Following are steps required and procedures to be followed for the seat selection
request:
i. Create or retrieve PNR in the normal manner;

ii. Establish passengers need, i.e. row and seat number, window/aisle seat;
iii. In order to establish which seats are available on the aircraft, staff are to
retrieve the availability of such seat on the seat map.
Entry: To display aircraft seat availability
Date : 01JUL2009
Revised Date :-
SECTION 6 – STPC
ADM: 2
Number 2 denotes segment element
Response:
Explanation of the entry:
A - Facility seat recommended for use

. - Seat occupied
E - Exit row seat
R - Not recline seat
X - Block seat
S - Smoking
N - Non smoking
W - Window
B - Front (bulkhead)
C - Center of Cabin
G - Group of 4 or less together
I - Passenger with infant
H - Handicapped
Entry: To book specific seat from the display
ASR:28K

Date : 01JUL2009
Revised Date :-
7.2 Facility Seats
Under the context of Inventory Management, facility seats are inventory

controlled facilities or seat related inventory in this row for safety or comfort
reason the number of certain facilities is limited per flight. In this connection
certain specific seats are assigned to a specific need of a passenger which is
identified with the alphabet (H) in the cabin display.
These are categorized as follows:
Inventory controlled facility - BLND/STAF/WCHR/WCHS *No special

seating
Seats related and inventory - BSCT
Seat related facility with - UMNR
mandatory item description
Facilities controlled by the - STCR/WCHC/MEDA
system but final confirmation
given by Inventory Control
7.3 Seat Request on Emergency Row
The emergency row seats are not available for advance seat selection due to
safety reasons. This inhibition is indicated with an - X - in the cabin display
availability. However in order to meet commercial needs selling stations must
indicate such passenger information in the SSR element of the PNR.
It must be emphasized that acceptance of these in the emergency rows is

subject to strict criteria as mentioned below.
i. Adult passengers
ii. Able bodied and not physically handicapped
iii. Not traveling with children and/or infants
iv. Not elderly, e.g. physically unfit

Date : 01JUL2009
Revised Date :-
7.4 Advance Seat Reservations – General Entries
Also contained in this section are definitions concerning the use of the ASR flight
indicator, flight seat map displays, the seat reserve entry and ASR PNR
modifications. A blinking "R", which is an ASR flight indicator, appears at the end
of the flight segment. The blinking "R" is displayed in the segment sell display
and alerts staff that the passenger is booked on a flight that is set up for ASR.
The blinking "R" character is only an indication that the flight is set up for ASR.
Staff must enter an additional ASR entry to verify that there is an actual seat
available for the flight segment.
A flight seat map can be displayed from:
i.) A PNR for a specific confirmed flight segment or during creation of PNR.
ii.) Flight availability display.
The flight seat map display provides information on the current reserve seat
status for the flight. Flight compartment configurations, available seats, special
seat-types, buffer zones, aisle positions, non-smoking areas, etc., are part of the
seat map display.
Once a PNR is under creation or has been displayed, a specific seat, or generic
seat request can be entered.
If the requested seat is available, the system takes the following steps:
- Changes the status of the seat to occupied on the flight seat map
- Automatically adds an ASR element to the PNR

Date : 01JUL2009
Revised Date :-
The ASR elements are always stored and displayed as the first SSR: element in
the PNR (system processing considers ASR elements as SSR: elements). ASR
is not valid for block seat PNRs.
The code "RS" (Reserve Seat) has been added to the reservations multi-
selection entry in order to provide a list of PNRs containing ASR elements. The
ASR multi-selection list provides a list of all ASR passengers for the flight and
date entered. The following entries are included in this section:
- ASR Flight Indicator

- Display Seat Map (ADM:)
- Seat Reserve Entry (ASR:)
- Reserve Seat PNR Modifications
There are no restrictions for use of the general agent entries. All slashes (/) for
the ASR entries are mandatory unless otherwise specified.
7.5 ASR Flight Indicator – “R”

The ASR flight indicator is displayed as a blinking "R" character at the end of the
segment display. The ASR indicator is designed to alert staff that the booked
flight/segment has been specified as an ASR flight and is not an indication of
ASR availability. Conditions can exist that cause ASR attempts to reject even
though the indicator is displayed (maximum ASR percentage reached, all seats
occupied, etc.) and additional entries must be entered to verify ASR availability.
The standard direct sell entry is used in the following example. However, the
results are the same for segment creation from a timetable, schedule or
availability display.
Entry:
SS: MH004Y21SEPKULLHRNN2
The response below is in standard format with the addition of the ASR flight
indicator (blinking "R" character) at the end of the display.
Response:
7.6 Display Flight Seat Map - ADM:

The purpose of the display flight seat map entry (ADM) is to provide the means to
display:

Date : 01JUL2009
Revised Date :-
- the flight seat map for referenced (from a PNR):, confirmed flight segments in
the itinerary of a displayed PNR (retrieved or under creation);
- a non-referenced (by flight/class/date/city pair) flight seat map
The displayed flight seat map can then be used to find specific available seat-
types before the PNR creation/display or before the reserve seat entry.
Only seats that are the same seat-type and smoke-status on legs within a
segment are displayed. If the cabin configuration changes (for example, curtain
is moved) at intermediate stop B, the seat map displayed for segment A-(B)-C
could be different from either of the flight seat maps for legs A-B or B-C.
Attempts to display flight seat maps for flights, which contain aircraft equipment
changes enroute results in one of two responses.
- System processing combines the different aircraft cabin maps and displays a
combined flight seat map containing the common seat-types.
- The response "NO ASR" is returned due to the incompatibility of the
individual aircraft cabin configurations.
The seat maps display the seats from left (the nose) to right (the tail) of the
aircraft. That is, the nose of the aircraft is toward the left of the screen.
7.7 PNR Referenced Segment Entry From A PNR – ADM :

For illustration purposes, the entry examples in this section are based on the
following retrieved PNR:
Note: Flight MH1134, routing from KUL-PEN

Date : 01JUL2009
Revised Date :-
Entry:
ADM:2
ADM: Function designator

2: PNR segment element number (mandatory).
Referenced segment must have a confirmed status code (HK, KK, TK, KL, or
RR)
Response:
7.8 Non-Referenced Entry (By Flight/Class/Date/City Pair) – ADM:

It is possible, before a PNR is created or displayed, to enter the ADM: entry
code, flight number, class, segment city/airport codes and receive the flight seat
map display. The non-referenced flight seat map can then be used to review
available seat-type statuses.
Entry:
ADM: MH1134/Y/21SEP/KULPEN

Date : 01JUL2009
Revised Date :-

ADM: Function designator
MH1134 Airline code, flight number (mandatory)
/ Slash (optional)
Y Class codes (mandatory). Must be a code for which a seat map
exist with this class as the main class
/ Slash (optional)
21AUG Departure date for segment (mandatory)

/ Slash (optional)
KULPEN Segment (mandatory)
On the seat map shown in this example, from A-J row contains the seat-type
lines. Actual system seat maps display the required number of rows (4-n) based
on the configuration of the master seat map. Lines starting with a letter (seat
designator) contain seat-type information. Lines starting with a blank space
indicate aisle positions.
Each line starting with a letter seat designator contains, in the appropriate
positions (under the row numbers), the following seat-type codes as they apply to
the flight:
A - Available for assignment

Z - Buffer seats, individual buffer seats or zone buffer seats. Not
available to the general agent
H - Handicapped seat (available for assignment)
E - Exit row seat (available for assignment)
I - Seat for a passenger with infant (available for assignment)
R - Non-reclining seat (available for assignment)
X - Block seat (not available)
V - Normal seat, but the movie can not be seen from this position
(available for assignment)
T - Multiple seat types. This code is shown when there are different
seat-types for the same seat over different legs of the same flight
segment
Y - Preferred seats used for top tier Frequent Flyers (available for
assignment)
. - Occupied seats (not available for assignment)
() - Seats shown within parentheses are smoker seats

Date : 01JUL2009
Revised Date :-
Example:
MH0020/Y/21SEP/KULCDG/3321/W15-27
Below is the seat map display showing the availability from row 11– 41, ranging
from Alphabet A - K seats from the front of the aircraft to the tail of the aircraft.
Explanation of the Response:
MH0020 - Airline code and flight number

Y - Compartment code
21SEP - Departure date of segment. This date can be different
from PNR segment date (only when/if the last leg of a
referenced multiple leg segment has ASR and there is a
date change between the two departure airports)
KULCDG - Segment
772 - Aircraft type (three characters)
W15-27 - Wing-position (the letter "W" followed by the applicable
from-to row numbers)

Date : 01JUL2009
Revised Date :-
7.8.1 Cabin Row Number Lines
Header Line
The above seat map begins at row 11 and ends with row 41.
Seat-Type Lines
7.8.2 Seat Reserve Entry - ASR :
A flight seat map display (ADM:) is not required before the seat reserve entry
(ASR:) is entered, but can be displayed for seat selection.
The seat reserve entry can be entered for only one flight segment, or multiple
segments can be requested in the same entry. However, all flight segments
must be specified as ASR flights in the system.
If multiple flight segments are requested in the same ASR seat request entry, it
is suggested that staff use the generic seat request.
If a specific seat number is used for multiple flight segments, it is possible that
not all of the flight segments will have the same seat configuration or
availability.
If the requested seat is not available on any one of the flight segments, a seat
map is displayed for the unable segment along with the reject reason. In
addition, no seats are reserved for any of the flight segments.

Date : 01JUL2009
Revised Date :-
7.8.3 Generic Seat-Type Codes.
Seat Type Generic Code
Smoking S
Non-Smoking N
Window W
Aisle A
Left Side L
Right Side R
Front (Bulkhead) B
Center of Cabin C
Group of 4 or less together G
Exit row E
Infant (Passenger with an infant) I
Handicapped H
Note:
Generic Infant seat request processing has been designed so that seat
numbers adjacent to reserved infant seats will not be available for reservations
using generic seat requests, i.e. ASR:2/I.
Adjacent to infant seat types can still be reserved using a specific seat request,
e.g. ASR:2/11B/ where 11B is a seat adjacent to the reserved “I” seat type.

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 8 – RECONFIRMATION PROCEDURES
8 Reconfirmation - Procedures & Policy
As per IATA practice 1762 recommends to maintain reconfirmation procedures

by all member airlines. Despite of the above, Malaysia Airlines management has
withdrawn its participation in the above practice in its effort to provide better
customer service so as not to inconvenience them, effective 01 October 1992.
Nevertheless, there are several Malaysia Airlines flight sector(s) which still
requires passenger to reconfirm their return flight reservations in view of high
percentage of „No-Shows‟ at the airport, on the day of flight departure. Non
reconfirmation of the return flight reservations within the stipulated period of time
will result in the cancellation of the confirmed booking.
Passengers who are in the above situation and who had turn-up at the airport on
the day of flight departure and who were not able to be accepted as „Go-Show‟
on the flight will be offered alternative flight/date.
8.1 Reservations handling procedures
1. Reservations staff is required to request for the ticket number details, if it was not
updated in the PNR earlier;
2. Obtain the local contact at point of embarkation/disembarkation, in order to

contact and inform the passenger in the event of a schedule change;
3. Change segment status code to „RR‟;
4. To verify and book any request for Advance Seat Request, Special Meal,
Bassinet, Child Meal etc, if there was a request made earlier by the passenger.
8.1.1 Beirut (BEY) Bound Passengers Travelling From Australia & New Zealand
to Lebanon
The requirement for flight reconfirmation for return journey on Malaysia Airlines
flight at/to the above destination has been withdrawn, effective 03 July 2009.
8.1.2 Dhaka (DAC) Bound Passengers on KUL/DAC sector, vice-versa
The requirement for reconfirmation on return journey on Malaysia Airlines flight

at/to the above destination has been withdrawn, effective 03 July 2009.
.

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 9 – FLIGHT CANCELLATION
9 Flight Cancellation - Handling Procedures
9.1 Malaysia Airlines reserved the rights to cancel/reschedule its flight

services, cease or terminate its flight services to airport/city of destination
and downgrading of an aircraft type due to following reasons:
 Operational Reasons
- Poor passenger load

- Cessation of flight services to an airport/city due to sales strategic &
planning
 Safety Reasons
- Airport closure due to caused of nature (Flood, Volcanic eruption,

Earthquake)
- Country/Government instability, War, Riot at the country/city of
destination
- Closure of Air Space/No fly zone
- Technical/Mechanical problems of the aircraft
 Revenue Protection & Revenue Generation Reasons
- Improve flight connectivity to compete with other airlines schedules

- Airport authorities requirement in meeting the Minimum Connecting
Time (MCT)
In any of the above scenarios, special attention and extra care must be taken to
ensure that our customers will not be inconvenience out of the above reasons
and therefore a proper handling of the internal reservations procedures and
processes must be exercised.
9.2 Cancellation of Scheduled Flight Due To “Poor Load”
Following are the cancellation procedures of flights with “Poor Load”.
9.2.1 Criteria for Flight Cancellation
Preload
Any Domestic or International flights should only be considered for cancellation, if
the “Preload” is below 25%-30% each, in both directions.

Date : 01JUL2009
Revised Date :-
9.3 Availability of alternative flights for passenger reallocation
The flight with poor load can only be cancelled provided:Domestic Flight
The next available flight must be within the next 5 hours and should have
sufficient capacity to accommodate the reallocation of the passengers from the
cancelled flight(s).
For example, if a KUL/JHB flight which is scheduled to depart KLIA at 0800 hours
is planned to be cancelled, the affected passengers should be able to be re-
accommodated on the next flight from KUL/JHB which is departing from KUL, not
later than 1300 hours. For a last flight scheduled to depart for the day and
planned to be cancelled, the re-accommodation of passengers should be on an
earlier flight.
9.3.1 International Flight
i. The next available flight from that station (or the nearest station if there is
only one flight on that day) must operate within 24 hours from the STD
(standard departure time) of the cancelled flight, e.g. a AMS flight can be
cancelled if passengers can be reallocated to LHR with AMS/LHR booked on
interline services;
ii. In the event that the alternative flight to be booked does not have sufficient
EYCL seats to accommodate the affected passengers, passengers can be
predetermined to be upgraded to higher classes, i.e. GCCL or FRCL provided
seats are available in these 2 classes and such upgrading must be done
according to the existing upgrading policy. This will also apply to Domestic
flight services.
iii. The affected passengers should only be accommodated on another Malaysia

Airlines flight unless the passenger specifically requests for an option to travel
on another airline.
9.4 VVIP Travelling
A flight must not be cancelled if a VVIP is booked on board the aircraft.
The term VVIP refers to:
i. HRH Yang DiPertuan Agong (King of Malaysia) and his consort;

ii. Sultans of the states in Malaysia and their consorts;
iii. Governors of the states in Malaysia;
iv. Prime Minister of Malaysia and his wife;
v. Deputy Prime Minister of Malaysia and his wife.

Date : 01JUL2009
Revised Date :-
9.5 Medical Case (MEDA)
With regards to Medical cases such as passengers on Stretcher (STCR) and

passengers requiring Oxygen assistance, the cancellation of fights which
involved these categories of passengers should be carefully considered on a
case-by-case basis before initiating the cancellation so as to avoid mishandling
of these passengers. Such category of passengers will require special equipment
to be on board. The reallocation of these passengers on the subsequent flight
must be done properly as other departments in the company such as
Engineering need to be advised in advance to enable them to prepare the
required equipment(s) on the aircraft operating on the alternative flight.
The flight involving passenger travelling on Medical Case may be cancelled

provided the alternative flight is able to accommodate the request made by such
passengers.
9.6 Inbound/Outbound Connecting Passenger
Revenue Management Department is required to take into account the severity

of misconnecting Inbound/Outbound passengers before any decision is made to
cancel a flight.
9.7 Development Flights
Development Flights should not be recommended for cancellation for a period of

06 months to a year. However, if passenger load is poor on a flight, it may be
recommended for cancellation.
9.8 Lead Time Required to Effect Cancellation of Scheduled Flights
Domestic Flights
A) Lead Time to review the “Preloads”

The flight load on a domestic flight normally builds up very close to the
actual departure date, hence the load taken too far ahead in advance
would be unrealistic. The load taken 3-4 days prior to the departure date
would be fairly realistic.
Revenue Management Department is required to review the load of

Domestic flights 3-4 days in advance and recommend OPD/FMC the
flights to be cancelled taking into consideration the various criteria listed
in item 1 above.

Date : 01JUL2009
Revised Date :-
B) Lead Time to effect flight cancellation

Sufficient Lead Time must be provided to Revenue Management to
inform the passengers of the flight cancellation. Lead Time is also
required for passengers to change their own personal arrangement
arising from the disruptions caused to them by the flight cancellation.
The Lead Time is also necessary for the operating departments to make
adjustments resultant from the cancellation, e.g. to advise the crew on
their change in duties.
Taking cognizance of the above, the cancellation of Domestic flight

should be undertaken not later than 03 days before the flight departure.
However, should Flight Management Centre (FMC) find any flight with
extremely low booked load due to further attrition, FMC may cancel the
flight only after consulting Revenue Management. A 10% booked load or
below can be used as the trigger point.
C) Passenger UTC
With regards to the passenger who could not be contacted (UTC) and
consequently could not be informed of the flight cancellation, Airport
Operations Department will advise the affected passengers upon
checking-in at the airport. Revenue Management Department will inform
the Airport Operations staff at the airport in advance by telex, indicating
the affected passenger names.
9.9 Department Recommending/Authorising Flight Cancellations
Flights Within Peninsular Malaysia
The originator of the proposal for flight cancellation could be from Revenue
Management, FMC or stations. However, the decision shall be made by Network
Revenue Management Department (NRM) with consensus by Sales Planning
Department who upon deciding based on the agreed guidelines, shall provide
details of the flights to be cancelled to either Operations Planning (Sita telex:
KULSPMH) or Flight Control (Sita telex: KULWWMH), if request is within 48
hours.
9.10 Organisation of Revenue Management Department
Revenue Management is organized according to 10 different sections covering

regions as reflected below. Flights proposed to be cancelled must be addressed
to the appropriate sections with copy to General Manager, Revenue
Management.
1) Region : Domestic Malaysia - FQP

Headed by : Norzalela Md Din
E-Mail : norza@malaysiaairlines.com

Date : 01JUL2009
Revised Date :-
2) Region : UK & Europe - FQK

Headed by : Ignatius Ong
E-Mail : iong@malaysiaairlines.com
3) Region : South Asia - FQI

Headed by : Leong Wai Yoong
E-Mail : leongwy@malaysiaairlines.com
4) Region : Orient - FQO

Headed by : Elaine Ho Kit Yee
E-Mail : elaineh@malaysiaairlines.com
5) Region : Australia & New Zealand - FQF

Headed by : Odin Ching Wei Hing
E-Mail : odin@malaysiaairlines.com
6) Region : North Asia - FQJ

Headed by : Proteek Kumar Sengupta
E-Mail : proteek@malaysiaairlines.com
7) Region : ASEAN - FQR

Headed by : Josephine Liew
E-Mail : joliew@malaysiaairlines.com
8) Region : Middle-East - FQS

Headed by : Mohd Zin Husin
E-Mail : zzane@malaysiaairlines.com
9) Region : AMERICAS (North America & South Africa) -

FQN
Headed by : Elaine Fan
E-Mail : elaine@malaysiaairlines.com
10) Region : South America

Headed by : Firdaus Abd Wahab
E-Mail : fird@malaysiaairlines.com
All advice to Revenue Management after office hours will be handled by the Duty
Supervisor, Sita telex: KULRRMH with copy to Duty Administrator (Shift) at
KULRCMH.
9.11 Flights Within Sabah & Sarawak
As for Sabah & Sarawak Reservations office based in BKI and KCH respectively
will monitor the flights and undertake cancellations through their respective
operations office, i.e. BKIOOMH and KCHOOMH. However, guidelines agreed
above must be observed.
Date : 01JUL2009
Revised Date :-
9.12 Authority & Final Approval for Cancellation/Withdrawal
Network Revenue Management Department (NRMD) will monitor the

performance of the frequently cancelled flights and recommend to General
Manager, Network Revenue Management for decision for withdrawal of such
flights after obtaining clearance from higher authorities, on scheduled basis.

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 10 – RESERVATIONS BOOKING DESIGNATOR
10 Reservations Booking Designator - RBD
In order to standardized and streamline the application of various RBD‟s

categorized by Passenger Fare Types, below tabulation indicates the RBD‟s in
line with the practice of Fare Class Hierarchy.
PASSENGER TYPE MAIN BOOKING CLASS

COMPARTMENT
CLASS
Full Paying Passengers F F

C C
Y Y
Discounted Paying
Passengers
F A/P
Note C D/J
CSP Fare: Y K/B/H/M/Q/L
Book RBD as per the Fare
Display in the system
Guests of MAS / Lucky Draw F A

Winners / Contra / C D
Complimentary Ticket
Y L
Recipients / Supersaver
FFP Redemption including F R

Enrich C I
Y T
MH Staff F R
C I
Y N

Date : 01JUL2009
Revised Date :-
Reservations Booking Designator – RBD (Cont)
PASSENGER TYPE MAIN BOOKING CLASS

COMPARTMENT
CLASS
Inter Airline Staff Discounts
For Interline Discounts:- F R

ID00, ID90, ID75 C I
Y N
For Interline Discount:- F A

ID50 C D
Y M
Staff of Travel Agencies
For Agency Discount (AD): F R

AD00, AD50, AD75 & AD90 C I
Y N
Important Note
Interliners should effect reservations through their respective Airline Reservations
System (ARS). Full published fare are to be applied and the basis for fare
calculations.
For requests and reservations made at stations other than KUL, all reservations
must be applied through the Area/District Managers.
For International/Domestic routes where booking sub-classes of A,D,L or A,D,M

does not exist (Domestic include SIN/BWN, the classes to be applied will be F,C
and Y.

Date : 01JUL2009
Revised Date :-
10.1 Reservations Booking Designator (RBD) – Malaysian Domestic Flights
Effective 23 May 2006, for bookings made on/after 01 June 2006 will apply the
new RBD for all Malaysia Domestic sectors:-
NO TYPE OF FARE DISCOUNT CLASS REALIGN TO RBD

LEVEL
1 Normal EYCL Nil Y Y

International Add-On Fare Nil Y Y
2 Security Forces – Duty 7% C D

Travel Y M
W
3 Discover Malaysia Pass USD199 Y Q
4 Security Forces – 20% C D

Personal Travel Y M
W
5 DCA – Personal Travel 20% Y M
6 Member of Parliament 25% C C

Y Q
7 Blind / Disable 50% Y Q

Escort 25% Y Q
8 Student 50% V Q
9 Senior Citizen 50% Y S
10 Mass Media 50% Y Q

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 11 – STAFF TRAVEL
11 MH Staff Travel
11.1 Staff Travel Handling Procedures
Staff travel may be categories into:
1. Duty travel
2. Annual privilege travel
3. Concessional travel
4. 90% FIRM
5. Subject-to-load (Standby)
11.2 MH Staff Travel Priority Code
Duty Travel-priority codes: D1/D11/D11B and D11C
D1-D11A/B/C Travel
Reservations must be made through Human Resources Department or
Reservations Department. For station other KUL reservations must be made
through the local reservations office.
Privilege Travel – priority codes: S1 S1AP S1A and C11A/B/C, H11A/B/C and
S1R
S1 Travel
Reservations must be made through Human Resources Department or
Reservations Department. For station other than – KUL – reservations must be
made through the local reservations office.
S1AP Travel
Reservations can be only made through Human Resources Department staff unit
section KULAP two weeks in advance and not earlier than two months of the
intended date of travel. The result of the successful application for seat will be
announced a day after the allocation is made. This is in the case for staff based
in Malaysia and other overseas stations except for staff based in East Malaysia
and Penang.
For staff based in East Malaysia and Penang application for privilege travel
should be channeled to the local Human Resources office respectively. This is
for recording purpose.
Seats for S1AP travel are booked against blocked seats allocated depending on
the type of aircraft.
The number of blocked seats allocated are as follows:
I. All wide body aircraft - }

Date : 01JUL2009
Revised Date :-
All B747/B772/A330 Aircraft types } 12 seats

II. All narrow body aircraft - }
All B737/F50/ATR Aircraft types
III. Rural air services -RAS - Not applicable for staff travel
11.3 Seat Allocation
Staff travel unit will allocate the seat based on criteria set on a first come first
serve basis followed by seniority in service. The company impose travel embargo
from time to time because of commercial demand.
In the event the reserved seats allocated for annual privilege travel been fully
booked, staff can apply to travel subject to availability of seats and approval by
Revenue Management Department.
S1A Travel
Reservations can be only made through Human Resources Department staff
travel section KULAP in the case for staff based in Malaysia and other overseas
stations except for staff based in East Malaysia and Penang.
For staff based in East Malaysia and Penang application for privilege travel
should be channeled to the local Human Resources office respectively. In the
event where blocked seats are utilized staff applying for S1AP travel will be
placed on waiting list seats may be confirmed 96 hours prior to the scheduled
departure time of the desired flight by Reservations Department depending on
the availability of seats. This will only be applied of non-embargo flights. Refer
item 3 on embargo.
However, for staff covered under the AWUS and ATWUS collective agreements
(Sabah & Sarawak) booking may be made 168 hours prior to the schedule
departure time. Action code – LL – will be used when booking the flight segment.
S1R Travel
Reservations can be only made through Human Resources Department staff
travel section KULAP in the case for retirees who domicile in East Malaysia and
Penang.
For retirees who domicile in East Malaysia and Penang any applications for the
above travel reservations will be made to the local Human Resources office
respectively.
11.4 MH Staff Concessional Travel
11.4.1 Priority Code: S1C S1B S11 N1 and N11
Firm Travel – S1C

Reservations may be made through Human Resource Department or
Reservations Department only. For stations other than – KUL – reservations
must be made through the local reservations office.

Date : 01JUL2009
Revised Date :-
For N1 firm travel reservations will only be made by reservations department –

KUL – or local reservations office in the case for overseas stations. Reservations
can only effected on non-embargo flights.
Subject-to-Load Travel - S11 N1

No one is authorized to effect firm reservations against sub-load tickets. Staff
contravening this procedure may render to disciplinary action.
Staff holding sub-load tickets on travel should report at the airport at the airport
check-in counter before normal check-in time to allow traffic staff to attend to
their requirement without affecting the normal passenger check-in process. If
seats are available and theservice is not likely to be overbooked staff member
will be check-in to their destination like normal fare paying passengers.
However, at the time to checking-in if seats are not available traffic staff will
inform the staff member accordingly and his/her name in the standby list pending
the availability of seats arising from no show/late cancellation etc.
On occasion where seats are available to the intermediate point only at the
discretion of the traffic check-in personnel staff may be accepted to travel on the
service with the understanding that he/she may be offloaded in the intermediate
station should there be no seat eventually. Therefore the staff concerned will
have to ensure that he/she in possession of valid travel documents – passport
visa etc.- to enter the country of the intermediate station and enough fund for
his/her stay if he/she is offloaded en-route.
The staff will have to bear all expenditure during his/her stay in the intermediate
station.
Transit stations en-route should treat sub-load staff passenger like commercial
passengers and offloading should not be affected unless circumstances where
commercial passengers are likely to be offloaded.
11.5 Embargo
The company will determine the period for sectors to be placed on embargo. For
annual privilege travel –S1AP- staff applying to travel during such period will be
placed on waiting list once the blocked seats are exhausted. On receiving the
above application staff travel section will create a PNR and place the staff name
under wait list. Action code – LL- will be used when booking flight segment.
Confirmation of seats on first-submit first-to-confirm basis depending on the date
when the application form was received.
On occasions when there is a cancellation on any staff whose name is placed

first on the wait list will be given the priority in confirming his/her seat. In cases
where seat confirmation on the requested flight cannot be obtained in time for the
actual date of staff are then required to place his/her name on standby at the
traffic check-in counter. This must be done on the day of departure if he/she
wishes to standby. Traffic department will only uplift such passengers subject to
availability of seats.

Date : 01JUL2009
Revised Date :-
Details on embargo pertaining to the applicable period and designated flights are
listed in the system under EZ pages.
11.6 Duty Travel – D1-
Definition
Firm travel above commercial passengers – “No Offloading”
11.6.1 Applicable
 Position air crew

 AOG rectification
 Aircraft accident investigation
Staff Ranking
 All board members

 Managing Director
 Divisional Heads
11.6.2 Class of Travel
F/C/Y – depending on seats availability
Endorsement of Travel
Priority – D1- must be endorsed on the STA and ticket
11.6.3 Issuing Authority – STA/ATR
 Divisional Heads or their nominees
11.7 Duty Travel – D11
Definition
Firm travel on similar status as commercial passengers
11.7.1 Applicable

Date : 01JUL2009
Revised Date :-
 Official duty on company business, posting, transfer, training, reporting for

duty etc.
 Contractual firm travel for expatriate staff and eligible dependents
11.7.2 Staff Ranking In Order Of Priority
D11A - Managerial Grade/Captain

D11B - Administrative grade/Co-pilot/Flight Engineers/Management
Trainees/ Cadets Flight Engineers.
D11C - Graded staff/Trainees
D11A - F/C
D11B - F/C
D11C - Y
11.7.4 Endorsement of Tickets and STA/ATR
Priority D11 followed by the appropriate alphabet e.g. D11A means firm Duty
Travel for managerial staff and captains must be endorsed on the STA and ticket.
For offloading purposes within D11 category of travel, priority will depend ON
rank i.e. D11A will take precedence over D11B and D11C if rank is the same,
then priority will be decided by the airport operations staff concerned on the basis
of urgency of travel/date of booking.
11.7.5 Issuing Authority for STA/ATR
 Divisional Heads or their nominees
11.8 Staff Travel –S1
Definition
Firm travel below the status of commercial passengers.
11.8.1 Applicable
Annual privilege/Concessional

Date : 01JUL2009
Revised Date :-
11.8.2 Staff Ranking
 Board members
 Divisional Heads
F and C
Issuing Authority for STA/ATR
 Divisional Heads in respect of S1 category for themselves and members of
their family
11.9 Staff Travel – S1AP
Definition
Firm travel below status of commercial passengers
11.9.1 Applicable
Annual privilege travel
All grades of staff
F and Y or as applicable
Exception
Board members/Managing of Human Resources or his nominees in respect of
S1 and S11 categories of staff and their eligible dependents.
11.10 Staff Travel – S1A (FIRM)
Definition
Firm travel below status or commercial passengers

Date : 01JUL2009
Revised Date :-
11.10.1 Applicable
Annual Privilege Travel (APT)
All grades of staff and their dependents including expatriates staff opting for
(APT) in lieu of Annual Contract Travel - ACT.
F and Y class
Exception
- Board members
- Managing Director
- Divisional Heads
Note: Seats reservations only on non-embargo sectors
11.11 Staff Travel - S1A (Subject-To-Load)
Definition
Sub-load travel below the status of commercial passengers
11.11.1 Applicable
Annual Privilege Travel - APT
Staff dependents including dependents of expatriates staff opting for APT in

lieu of Annual Contract Travel - ACT.
F - 100 percent
Y - 90 percent
Exception
- Board Director
- Managing Director
- Divisional Heads
Date : 01JUL2009
Revised Date :-
11.11.4 Confirmation
At 96 or 168 hours prior to departure date depending on seats availability. Seat
reservations only non-embargo sectors.
11.12 Staff Travel -S1A (90% Firm)
Definition
Firm travel below the status of commercial passengers
11.12.1 Applicable
Festive travel 90 percent firm
 First Officer
 Second Officer
Economy Class
Conditions
Rebated travel applicable to first and second officers posted or transferred to BKI
or KCH for travel between Sabah/Sarawak and Peninsula Malaysia during festive
seasons and/or annual leave up to a maximum of 7 times a year. Seat
reservations in only on non-embargo flights.
11.13 Staff Travel – H11/Home Leave
Definition
11.13.1 Applicable
- Home leave travel

- Family visit travel

Date : 01JUL2009
Revised Date :-
 Managerial/Flight Commander
 Administrative/Co-pilot/Flight Engineers/Management Trainees/Cadet Pilots/
 Cadet Flight Engineers
 Graded Staff/Trainees
Economy Class – EYCL
11.13.4 Eligibility
Once a year to home base and return applicable to national staff and
dependents transferred overseas.
Seats reservations is permitted regardless of embargo status.

3 times a year FOC passage provided to spouse and children of staff in the
station of transfer from home base if family choose not to follow staff.
11.14 Staff Travel – C11
Definition
11.14.1 Applicable
Annual Contract Travel – ACT
C11A - Managerial and Commander

C11B - Administrative/Copilot and Flight Engineers
C11C - Graded Staff
F and Y class
11.14.4 Eligibility

Date : 01JUL2009
Revised Date :-
Once a year FOC firm return passage applicable to expatriate staff and
dependents.
Seat reservations is permitted regardless of embargo status.
Failure to confirm the seat it will compel the company to purchase 50 percent firm
tickets on other airlines. One-way FOC firm passage applicable on joining/leaving
the company
11.15 Isuing Authority For STA/ATR
General Manager of Human Resources or his nominee
Please refer to specimen of “Staff Travel Authority – STA” (New format), on

next page.

Date : 01JUL2009
Revised Date :-
11.15.1 Specimen of Staff Travel Authority – STA (New format)
(Please refer to guideline in completion of the new STA form on next page)
New STA Completion Guidelines

Date : 01JUL2009
Revised Date :-
Index Explanation
A User to tick on type of travel
B User to fill travel details as requested
C For Privileged Travel, HR to fill up the information as below

- Staff number
- Priority – booking priority for e.g.: SIA, SIR
- Entitlement year
- Date of appointment
- Validity period – ticket validity
- Privileged applicable rebate
- Reference number – PNR number
- Remark
For Duty Travel, the department secretary to fill up the information below
- Staff number
- Priority – booking priority for e.g.: SIA, SIR
- Date of appointment
- Validity period – ticket validity
- Reference number – PNR number
- Remark
D For duty travel, the department secretary to fill up the information under
Item 2
E Secretary to indicate if the company (MAS or the subsidiary company name
for e.g. MASKargo)
F To indicate the department/division name for e.g. Revenue Accounting/
Finance)
G Secretary to indicate the related Fare Basis
H Secretary to tick on the related box
I&J For MAS and other subsidiary, secretary to indicate the related AC and RC
K Ticketing staff to key in the indicated AC/RC as the FOP (Form of Payment)
L Authorized signatory
- For duty travel the authorized signatory is the respective
department head
For privileged travel, the authorized signatory is HR
M Ticketing staff to fill up the related information under Item 3

Date : 01JUL2009
Revised Date :-
11.16 Creation of PNR
11.16.1 Reservations Booking Designator – RBD
Reservations for staff travel whether it is on duty or privilege travel must be

effected with the correct reservations booking designator of the respective
Boarding compartment in accordance with the staff entitlement.
11.16.2 Firm Booking – RBD table
COMPARTMENT RBD NOTE
F R Entitlement FRCL staff to be booked on

R-CLASS
C I For flight operating GCCL/EYCL

Entitlement FRCL staff to booked on
I-CLASS
Y N Entitlement EYCL staff to booked

N-CLASS
S N All staff to be booked on N-CLASS
Entry:- (Entry to Direct Sell)
SS 783 I 23JAN BKKKUL LL1

SS 002 R 24JAN KULLON LL1
OSI: Element must be inserted in every staff PNR created which includes the
priority code (e.g. R1-Firm Travel or R2-Space Availability) to be reflected in
the PNR indicating the nature of travel and a standard date joining the
company for duty travel and actual date joined the company, for
privilege/concessional travel).
Entry:
OSI: MH PAD ID00R1/S1AP/ 21JAN75

(MH staff ID100% Annual Privilege Firm Travel – S1AP priority code
with staff actual date of joined)
OSI: MH PAD ID00R1/DIIC/01OCT90

(MH staff ID100% Firm Duty Travel – DIIC priority code with actual date
of joined, i.e. 01JAN1990)
OSI: MH PAD ID90R2/S1B/03SEP93

Date : 01JUL2009
Revised Date :-
(MH staff ID90% Concessional Travel – S1B priority code with actual
staff date of joined, i.e. 03SEP1993)
Note: Above OSI: element information will be transmitted and reflected in the
PNL for check-in purposes.
11.17 Annual Privilege Travel (S1AP Priority Code)
S1AP travel PNRs can only be created by Human Resources Department staff
travel section. Use the appropriate sub-class code i.e. R/I or N to create a staff
normal PNR and the applicable OSI: element for staff travel.
11.18 Industry Discount (ID) and Agent Discount (AD)
Apart from the firm reservations for staff the same RBDs shall apply to the
booking of industry discount and agent discount passengers.
Reservations must be made through local reservations office. OSI Element (OSI)
must be inserted in every PNR created to reflect applicable discount.
Example - OSI: BA PAD ID50R1

(BA staff on ID50% discount – Firm Travel travelling on MH
services)
OSI: MH PAD AD75N2

(Agency Discount on AD75% rebate, Subject-to-Load/Space
Availability
basis travelling on MH services)
OSI: KE PAD ID75R2

(MH staff on AD75% rebate, Subject-to-Load/Space Availability
basis travelling on KE services)
Note: Above OSI: element information will be transmitted and reflected in the
PNL for airport staff check-in purposes.
11.19 Seat Selection And Facility Request For Staff Travel
Staff and their dependents are allowed to request for seat selections with the
following conditions:
a. Seat requests are only confined to seats in the rear section of the aircraft.
b. Emergency exit seat rows and facility seats are strictly not permitted.
Such requests may only be confirmed upon check in by Ground Services
staff.
c. Only confirmed bookings may be allowed to make seat selection request.

Date : 01JUL2009
Revised Date :-
11.20 Meal Request
Staff and their dependents irrespective of the type of travel are not permitted to
such request for meal bookings. However, meal request maybe entertained on
medical and religious grounds.
11.21 Special Functions Name List
To view all MH staff AD/ID booking a special function name list can be request
from the system.
Entry: MLID/002/25APR
11.22 Authority to Send Telex
Staff who are offloaded while on annual privilege travel may request anyone of
the
following MH officials to send an –OFFLOAD- message to their
department/section
Heads advising that they will not be able to report for duty on time:
1. Airport Manager/Station Traffic Head
2. Area Manager/Sales Manager
3. District Reservations Manager/Reservations

Controller/Reservations Administrator/Passenger Reservations
Standards and Procedures Manager Or the Station Reservation
Head.
4. Station Human Resources Departmental Head
11.23 Staff Reporting Time For Flights
Staff and/or eligible dependents particularly those holding confirmed tickets are
required to report at the traffic counter of the airport concerned as follows:
11.24 Airport Check-In Time
 International Flights - 90 minutes before schedule departure time

 Domestic Flights - 60 minutes before schedule departure time
In the event that staff/eligible dependents report after the above deadlines they
may not be accepted for travel even though they hold confirmed tickets.

Date : 01JUL2009
Revised Date :-
11.25 Staff Priority Code
The acceptance of staff passengers traveling on duty travel must be in

accordance to priority code of travel.
Please refer to table explaining in details of their rank in order of priority.
11.26 Uplifting Downgrading and Offloading Priority Order
Uplifting is to be on a descending order as shown in table as below. The order of

offloading is to be on a descending order as shown in table –B- as below.
However N1 priority passengers who hold confirmed bookings should not be
offloaded in preference to S1A ticket holders who have no bookings.
Order of Codes
Uplifting Priority Downgrading and Off-loading Priority
(On descending order) (On descending order)
D1 S11
D11A S1R
D11B S1B
D11C S1C
S1 S1A
S1AP S1AP
S1A S1
S1C D11C
S1B D11B
S1R D11A
S11 D1
For downgrading purpose notwithstanding rank of services seats will be allocated

according to the date of booking e.g. if a staff entitled to S1A travel is booked
earlier he should not be downgraded in preference to a staff on D11A travel
booked later.
Eligible dependents will enjoy the same priority and class of travel appropriate to
annual/privilege/contractual travel as the staff member.
Length of service will be determined according to the date of appointment of the

staff with MSA and Malaysia Airlines.

Date : 01JUL2009
Revised Date :-
E.g. Where 2 staffs are of the same grade then the staffs who is more senior
in services will enjoy a higher priority. On complimentary on discounted
travel for other airlines staff with N11 priority codes lowest priority for
uplifting is given.
E.g. N11 uplifting priority is below S11
11.27 Staff Traveling On Compassionate Grounds
11.27.1 Introduction
Assistance are to be rendered to staff requesting tickets on compassionate
travel applied must be supported by a photocopy of the documentary evidence
of death or serious illness of the relative of the staff and must be submitted to
Human Resources Department staff travel section within 2 weeks after the
actual date of travel.
Compassionate travel is defined as the serious illness or death or a parent,
child, wife, husband, brother, sister, grandparent or parent in-law of a employee
of Malaysia Airlines.
Create a normal staff PNR with appropriate RBD and staff facts. The class of
travel will based on class entitlement column reflected under staff concessional
travel date in reservation system.
11.27.2 Ticketing Entries
i. Class of travel - F/Y depending on their entitlement

ii. Fare Basis - FS1D or YS1D/ or YS1D YS1C
iii. Endorsement Column - Compassionate travel S/N: 012345
iv. Fare Box - No Fare or 50% to be charged for MESA
staff on firm basis whichever is applicable
v. Validity - Duration of compassionate leave
vi. Form of payment column - None * LA to follow or cash credit card
11.28 Staff Travel on MH Services – Dress Code-
Its is imperative that all staff traveling on MH and interline services be properly
dressed. It is essential that this is being complied. This will project a good image
of the company in the eye of passenger and inter liners.
Below are the dress code which are to be observed:
11.28.1 First/Business Or Golden Club Class-International Duty/Leisure Travel
Male Staff - Full suit or minimum of collar and tie

Female Staff - As appropriate

Date : 01JUL2009
Revised Date :-
11.28.2 First/Business Or Golden Club Class-National Duty/Leisure Travel
Male Staff - Full suit or minimum of collar and tie.

On leisure travel Long-Sleeve batik is acceptable
11.28.3 Economy Class-International Duty/Leisure Travel
Male Staff - Collar and tie

11.28.4 Economy Class-National Duty/Leisure Travel
Male Staff - Collar and tie. On leisure travel long or short sleeve Batik
shirt are encouraged
Important Notes:
The wearing of jeans/t-shirt/rubber shoes and outlandish dress which could
attract adverse comment from the public will not be permitted on all services.
11.29 MH Staff Travel – Self Ticketing Facility For Travel On Other Airlines
Malaysia Airlines staff requesting for a rebated fare ticket to travel on other
airlines may do so at any MH reservations/ticketing offices system wide. This self
ticketing facility has been made available for the convenience of MH staff
travelling on duty or vacation.
Note:
Any request for duty travel flight reservations must be authorized and
reservations are to be made by the respective staff departmental heads with the
reservations department.
Following are the reservations/ticketing guidelines:-
11.29.1 Reservation Procedure
1. Create PNR as per normal PNR creation.
a. Book the flight segment of the airline the staff intends to travel using the
appropriate RBD as per the SRRT agreement updated under the EZ
Pages on Staff Rebated Travel On Other Airlines. However, in the

Date : 01JUL2009
Revised Date :-
absence of any assigned RBD in the SRRT agreement, staff is required

to book on the normal F / C / Y class compartment.
2. Insert OSI Element, e.g. OSI:TG ID50% MH STF FIRM TRVL
3. Insert general fact item:-
OSI: TG S/N 01258-7 MH STF ON DUTY OR VACATION TRAVEL
11.29.2 Ticketing Procedure
1. Ticketing staff is to verify that the staff identification (ID) card number,
name and details of dependant‟s in the staff travel database under
Human Resources system (iHRMS) to match with the PNR details.
2. Retrieve the PNR and verify the flight segment booked with the SRRT
agreement in EZ pages and ensure that it is booked in accordance with
the stipulated SRRT conditions.
3. Issue ticket accordingly.
11.29.3 Privilege/Concessional Travel for MAS Graded Staff
The age limit for fully dependant children/dependant brother or sister from 21 to 26
years old for the purpose of privilege/concessional travel.
The above privilege will only be given to those dependants who are full time students
at government recognized institution of higher learning.For queries pertaining to the
above reservation notice kindly refer to :-
Human Resources Manager (Employee Relations Department)

Date : 01JUL2009
Revised Date :-
11.30 Introduction to Zonal Employee Discount (ZED)
Malaysia airlines participation under the above agreement will only be for travel on
economy and business class based on the bilateral agreement with the participating
Airlines.
Reservations status will be on subject-to-load basis for both class of travel.
11.30.1 About ZED
ZED is a non-profit-making organisation based in Prague, Czech republic. Its members

consist of 145 airlines around the world and the number is still increasing. Zed is
managed by a board and has a Member Service Centre (MSC). The function of (MSC)
is to provide standard guidelines for Airline employee/s reduced rate travel on personal
travel.
11.30.2 Main objectives
 Provide easy and flexible travel for airline employee/s and other eligible person‟s
 Enabling recovery of all variables costs for transporting airline
 Setting common standards and finding new ways to simplify or automate airline
Employee travel
 Coordinate and to hold forum for discussion amongst member airlines on activities
related to industry discount travel.
11.30.3 Zonal Employee Discount (ZED)
a. All Malaysia Airlines staff are allowed to purchase ZED tickets to travel on MH flight
services system wide. It gives staff more options or alternative for travel on as
specific route either on Malaysia Airlines or if it is not possible, on other airlines to
the destination of their choice. The class of travel will be on Economy class only.
b. Malaysia Airlines participation under the Zonal Employee Discount travel

agreement known as ZED also will be for travel on Economy and Business Class
based on the bilateral agreement with the concerned airlines.
Reservations status will be on subject-to-load basis for both classes of travel.
About Zonal Employee Discount (ZED)
Zed is a non-profit-making organization based in Prague Czech Republic. Its members

consist of 145 airlines around the world and the number is still increasing.
ZED is managed by a board and has a Member Service Centre (MSC). The function of
MSC is to provide standard guidelines for airline‟s employees reduced rate travel for
company business as well as for personal travel.

Date : 01JUL2009
Revised Date :-
A multilateral personal travel agreement.
Members can bilaterally concur with other Members, as they choose.
It is a flexible program that provides:
a. Interchangeability of tickets among carriers and markets
b. Reduced administration for ticketing and refunding of unused back up tickets.
Based on easy to calculate flat rate service charges applicable to:
a. Nine (9) mileage bands
b. Two classes or service
11.30.4 Benefits
 Provide easy and flexible travel for airline employee(s) and other eligible person
 Enabling recovery of all variables costs for transporting airline.
 Setting common standards and finding a new ways to simplify or automate airline
employee travel.
 Coordinate and to hold forum for discussion amongst member airlines on

activities related to industry travel.
11.30.5 ZED Agreement with Participating ZED Carriers
Eventually, all the existing Staff Reduced Rate Travel (SRRT) agreement with the
other airlines will be replaced and converted to ZED agreement.
Note: Refer EZ page for travel eligibility, list of ZED participating member airlines and
ZED fares.

Date : 01JUL2009
Revised Date :-
11.30.6 Table on ZED Fare Participating Airlines & Eligibility
STAFF/ CHILD PARENT OF WIDOW/ CLASS

COD AIRLINE NAME RETIREE/ UNDER SINGLE/ WIDOWER OF RMKS
E 24 YRS RETIREES TRAVEL
SPOUSE
AA AMERICAN REFER
ZM ZM - - Y
AIRLINES NOTE
AC AIR CANADA ZM ZM - - Y
AF AIR FRANCE ZM ZM - - Y
AI AIR INDIA REFER
ZM ZM ZM - Y
NOTE
AP AIR ONE ZM ZM ZM - Y REFER
NOTE
AS ALASKA EFF
ZM ZM ZM - Y 01MAY09
AIRLINES
AV AVIANCA REFER
ZM ZM ZM - Y
NOTE
AY FINNAIR ZM ZM - - Y
AZ ALITALIA ZM ZM - - Y
BA BRITISH
ZM ZM ZM ZM Y
AIRWAYS
BD BRITSH MIDLAND REFER
ZM ZM ZM - Y
NOTE
BR EVA AIR REFER
ZM ZM ZM - Y
NOTE
CI CHINA AIRLINES ZM ZM - - Y
CX CATHAY PACIFIC ZM ZM - - Y
DL DELTA AIRLINES ZM ZM - - Y
EK EMIRATES ZM ZM ZM - Y
ET ETHIOPIAN
ZM ZM ZM - Y
AIRLINES
EY ETIHAD AIRWAYS REFER
ZM ZM ZM ZM Y
NOTE
GA GARUDA REFER
ZM ZM ZM - Y
NOTE
GF GULF AIR ZM ZM ZM - Y
IR REFER
IRAN AIR ZM ZM ZM ZM Y
NOTE

Date : 01JUL2009
Revised Date :-

CODE AIRLINE NAME RETIREE/ UNDER SINGLE/ WIDOWER OF RMKS
24 YRS RETIREES TRAVEL
SPOUSE
KA DRAGON
ZM ZM ZM - Y
AIRLINES LTD
KC AIR ASTANA REFER
ZM ZM ZM - Y
NOTE
KE KOREAN
ZM ZM ZM - Y
AIRLINES
KL KLM DUTCH REFER
ZM ZM - - Y
AIRLINE NOTE
KM AIR MALTA ZM ZM ZM - Y
KU KUWAIT AIRWAYS ZM ZM ZM - Y
LH LUFTHANSA REFER
ZM ZM - - Y
NOTE
LX SWISS INTL
ZM ZM - ZM Y
AIRLINES
MK AIR MAURITIUS ZM ZM ZM - Y
ME MIDDLE EAST
ZM ZM ZM ZM Y
AIRLINES
MS EGYPT AIR REFER
ZM ZM - - Y
NOTE
NH ALL NIPPON ZM ZM - - Y
NW NORTHWEST ZM ZM - - Y
NX AIR MACAU REFER
ZM ZM ZM - Y
NOTE
OA OLYMPIC
ZM ZM ZM ZM Y
AIRLINES
OK CZECH AIRLINES REFER
ZM ZM - - Y
NOTE
OS AUSTRIAN
ZM ZM - ZM
AIRLINES
OU CROATIO REFER
ZM ZM ZM - Y
AIRLINES NOTE
OZ ASIANA AIRLINES ZM ZM ZM - Y
PK PAKISTAN INTL
ZM ZM - - Y
AIRLINES
PX AIR NIUGINI ZM ZM ZM ZM Y
QF QANTAS REFER
ZM ZM - - Y
AIRWAYS NOTE
QR QATAR AIRWAYS ZM ZM ZM - Y
RJ ROYAL ZM ZM ZM ZM Y

Date : 01JUL2009
Revised Date :-
JORDANIAN
Table on ZED Fare Participating Airlines & Eligibility (Cont)
Table on ZED Fare Participating Airlines & Eligibility (Cont)

CODE AIRLINE NAME RETIREE/ UNDER SINGLE/ WIDOWER OF RMKS
24 YRS RETIREES TRAVEL
SPOUSE
RO TAROM REFER
RAMANIAN AIR ZM ZM ZM ZM Y NOTE
TRANSPORT
SA SOUTH AFRICAN REFER
ZM ZM - - Y
AIRWAYS NOTE
SB AIRCALIN REFER
ZM ZM ZM ZM Y
NOTE
SK SCANDINAVIAN
ZM ZM - - Y
AIRLINES
SN BRUSSELS REFER
ZM ZM ZM ZM Y
AIRLINES NOTE
SU AEROFLOT REFER
ZM ZM ZM ZM Y
NOTE
SW AIR NAMIBIA REFER
ZM ZM ZM - Y
NOTE
TG THAI AIRWAYS ZM ZM - - Y
TK TURKISH
ZM ZM ZM ZM Y
AIRLINES
UL SRI LANKAN
ZM ZM ZM - Y
AIRLINES
US US AIRWAYS ZM ZM - - Y
VS VIRGIN ATLANTIC REFER
ZM ZM ZM - Y
AIRWAYS NOTE
WY OMAN AIR REFER
ZM ZM ZM - Y
NOTE
9W 9W – JET
ZM ZM ZM - Y
AIRWAYS –INDIA
(For further info refer EZ page on ZED)
Note:
a. The ZM designator as stated under the above table indicates that the
Travel agreement with the respective ZED carriers is only applicable for the types
of category mentioned.
b. For Business Class * Subject-to-load* basis

As of to date, there is no ZED agreement signed for Business Class Travel with
ZED carriers. Please strictly adhere to the information on EZ page or the class of
travel entitlement table.

Date : 01JUL2009
Revised Date :-
c. The ZED agreement table will be updated as and when an agreement

has been signed for discounted travel on Business Class with any of the ZED
carriers.
11.30.7 Comparison between ZED Concept and Staff Reduced Rate Travel (SRRT)
Agreement
In the interim, current SRRT agreement, which has not been converted to ZED
Agreement will still be valid and the rules and regulation are updated as per current
under EZ page.
Following are the examples of ZED concept, which differ from traditional interline
agreements. With zonal agreements, the ticket price is based on the miles flown (refer
table)
Example: An airline staff plans to travel from KUL to SYD on a 90% rebated ticket.
a) Under SRRT Agreement
Sector : KUL SYD

Published EYCL Fare(one way) : MYR4198
90% Rebate : MYR420
Equivalent Fare to be paid in USD :USD111.00
b) Under ZED Concept
Sector : KUL SYD

Mileage Bracket :4081-5000 miles
ZED EYCL Fare(one way) :Zone 6(refer table)
The Fare to be collected in USD :USD59.00
11.30.8 How Does New Scheme Works
At present, Malaysia Airlines staff discounted travel is based on percentage discount of

90%, 85% and 75% of the normal published fares.
ZED application concept is based on fixed fares or prices per segment of a journey.
Uniform fares will be charged within fixed distance zones in Ticketed Point
Mileage (TPM).
For each individual coupon, one fare will be charged independent of the total
routing.
A flight coupon can be issued for any through flight within each zone, provided
that there is no involuntary stopover, unless the transporting airline advised to the
contrary.
The final cost of the journey is the sum of the fares for each individual coupon
Date : 01JUL2009
Revised Date :-
Only taxes to be added to the discounted fare but not insurance surcharge.
The discounted fare amount is quoted in US dollars, which will be converted into
the equivalent local currency amount at the prevailing Bankers Selling Rate (BSR)
11.30.9 The Mileage Based on Zoning System
i. Fares are calculated by obtaining the mileage of each segment, from point A to
point B and matching the mileage to the chart below.
ii. All flights over 9999 miles are via a point(s) en route and airlines
operating such flights want each leg to be ticketed separately.
iii. ZM – Medium Zone Fares – Economy Class / Space Available

In order to simplify fare calculation, administration, partial refunds and to have cost
recovery for each segment flow, it is agreed upon to use fixed amount per ticket
coupon issued for economy class based on space available transportation on
either airlines/s services.
Following are the mileage table/discounted fare and fare basis on ticket for economy
class travel.
FARE IN
USD
ZONE DISTANCE IN ONE- FARE BASIS FARE BASIS FARE BASIS
TPM WAY ADULT CHILD INFANT
ADULT
1 1- 450 32 YIDZM1R2 YIDCM1R2 YIDZI0R2
2 451 - 750 35 YIDZM2R2 YIDCM2R2 YIDZI0R2
Note:
All flights over TPM 9999 are via a point‟s enroute and airlines operating such flights
want each leg to be ticketed separately.
Example:
LONSYD on BA should be issued LONBKK Zone 7 plus BKKSYD Zone 6
a. Child fare aged 2 years and under 12 years old: charge 67% of adult fare

Date : 01JUL2009
Revised Date :-
b. Infant occupying no seat should pay nothing. A separate ticket with tax must be
issued for the infant passenger.
c. Fare Basis
Prime Code - Y
Fare and Passenger type code - ID
Zone fare level - ZM or ZH
ZM means Zonal Medium Fare
ZH means Zonal High Fare
11.30.10 Classification – R
Reservation Entitlement - 1 means a confirmed fare

- 2 means a standby/Subject-to-Load fare
Example:
a. Adult Fare - YIDZM2R2

It is a sub load Y class Medium Zonal Fare for an adult passenger who travels on
a 2nd Zone sector.
b. Child Passenger - YIDZM3R1CH

This is a confirmed Y class Medium Zonal Fare for a child who travels on
c. 3rd Zone sector
Travel on Business Class - Not Applicable
11.30.11 Infant Travelling on ZED
Infant is not eligible for ZED issuance for MH staff dependent on MH service only.
Please be informed that under the category of MH staff/retiree and their dependent
who is an infant is no longer eligible to apply on ZED when travelling on MH services.
Ticketing staff are to issue the infant ticket based on the staff entitled rebate under the
Staff Concessional Travel data in iHRMS system.
However, when MH staff/retiree travel in on other ZED participating airlines on ZED

issuance, the ticket issuance for their dependent infant will be free of charge (FOC).
Non-compliance of the above staff will be subjected to disciplinary action and SCI will
be raised to them accordingly.

Date : 01JUL2009
Revised Date :-
Fare Basis – E.g. Economy Class (EYCL) – ZED Fare Basis & Explanation
Example of Fare Basis: YIDZM1R2 and explanation

Y ID ZM 1 R 2 REMARKS
SUBJECT TO LOAD
CLASSIFICATION
DESIGNATOR
ZONE 1
ZED MEDIUM FARE LEVEL
INTERLINE DISCOUNT
EYCL COMPARTMENT
11.30.12 ZED Fare - Benefits to Malaysia Airlines’ staff
a. ZED concept is over and above the current Union Collective Agreement baseline.
b. Staffs pay lesser fare amount when traveling on other airlines as compared to
some MH sectors.
c. Parents of single MH employee/retiree will now be accepted to travel on other

airlines as compared to MH policy (they are not eligible)
d. MH retires are able to get unlimited number of tickets to travel on other airlines as
compared to only four tickets a year on Malaysia Airlines.
e. MH staff may choose and pay to travel on Business Class on other airlines if MH is
not able to offer seats on its flight. For travel on Business Class is subjected to the
bilateral agreement signed with the ZED member airline.
11.30.13 ZED Fare - Benefits to Malaysia Airlines
a. ZED is a source of revenue
b. Ease of management as compared to Staff Reduced Rate Travel (SRRT)

agreement.
Date : 01JUL2009
Revised Date :-
c. Comparison of inward/outward billing in regards to other airlines staff

Traveling on MH and vice versa.
11.30.14 Zonal Employee Discount Travel Scheme - Eligibility
TYPE OF CATEGORY DEFINITION
A - STF/SPS - STAFF/SPOSE
- RETR/SPS - RETIREE/SPOUSE
CHD UNDER 24YRS - CHD OF STAFF/RETRIEE
UNDER 24YRS
F - PARNT SGL - PARENT OF SINGLE

STAFF STAFF
- PARENT OF RETIRED
SINGLE STAFF
L - WIDO/WIDOWER - WIDOWS/WIDOWERS OF
STAFF
- WIDOWS/WIDOWERS OF
RETIRED STAFF
Eligibility
a. Full time employee
b. Applicable class of travel Y on sub load basis
c. Restriction – Not applicable on all Code Share flights

- Children under 16yrs must be accompanied by employee
d. For Reservations/Ticketing procedures please refer IDS page
e. ID50 Firm Duty/Vacation Travel
For ID50 Firm Duty/Vacation Travel, kindly refer remarks to the respective Airlines or
IDS page. Please take note that the above discounted travel does not fall under ZED
Agreement .
 ID50 Firm Duty and Vacation Travel
 For ID50 firm duty and vacation travel, refer to the respective airlines EZ pages.
Note: The above discounted travel does not fall under ZED agreement
Date : 01JUL2009
Revised Date :-
11.30.15 Reservation Procedures
a. There will not be any flight segment booked as it will be on standby (Subject-to-
load basis).
b. Nevertheless, staff is advised to contact the local airline office, which they intend to
travel on for request on meals (if any).
11.30.16 Ticketing Procedures
ZED tickets will be issued on self-ticketing basis:
a. MH staff planning to travel on ZED airlines is required to purchase their ZED ticket
from any of the MH ticket offices system wide of GSA office.
b. Other ZED airlines staff planning to travel on MH must get their ZED ticket issued
by their respective airline ticket offices before checking for MH flight.
11.30.17 Eligibility for travel on ZED
a. MH staff - to produce staff identification card
b. MH staff‟s dependent - to produce identity card or passport
Note: MH staff must be present at time of their dependant ticket issuance.
11.31 Change of Routing and Reissuance
The fuel and insurance surcharges (YQ), which are applicable on ZED tickets,
will be waived.
In view of the waival on “YQ” tax for issuance of ZED ticket, the following
requirements
must be followed:
a. If change of routing on MH services where fare is the same zone is original

ticketed, Airport Operations to uplift staff;
b. If any reissuance requires, Airport Operations to redirect staff to their

original issuing office/carrier, as tickets are on self-ticketing.
11.32 Duty and Leisure Travel on Malaysia Airlines by Company’s Board of

Directors
Applications for air tickets for either duty or leisure travel on Malaysia Airlines
services by members of the company‟s board of directors, can be approved by
company secretary En.Rizani Bin Hassan.

Date : 01JUL2009
Revised Date :-
Ticketing staff are advised to honour only ATR/s issued and duly signed by our
company secretary En. Rizani Bin Hassan.
11.33 Ticket Issuance For MH Expatriates On ID50 Annual Privilege Travel

Against (STA)
Tickets for MH expatriates travelling using their ID50 annual privilege entitlement
are issued against staff travel authority (STA), where the fare is chargeable to
their respective departmental Cost Centre and Account Number. However, any
applicable taxes or surcharges are to be paid by expatriates themselves.
Ticketing staff are required to indicate only the STA number in the ticket and not
details of the departmental cost centre and account number.
11.34 Issuance of Electronic Ticketing for Staff Travel on MH Services
Ticketing staff are allowed to issue an electronic ticket for all staff travels. This
will include staff annual privilege travel and concessional travel, either on firm
basis or/and subject-to-load basis.
However, for ZED ticketing on other carriers and exception cases involving
sector/s which are non e-eligible, paper ticket issuance are to be issued
accordingly.
Note:
The above is applicable on all MH operated services only and services on MH
9000 series are to be excluded.
In view of the above, staff will be issued with an itinerary receipt (IR) and it is
mandatory that staff must present their (IR) upon check-in at the airport to
facilitate smooth check-in processes.
Failure to produce the (IR) at airport check-in counter, staff are required to
purchase a new ticket with a new (IR) before check-in can be performed. The
check-in process will not be possible without the Itinerary Receipt (IR) which
contained the Electronic Ticket Number issued to the staff.
11.35 Fare Application for MH Staff Rebated Travel
As per current practice, following are the applicable MH staff rebated ticket
issuance on domestic and international travel.
For Domestic Travel will be inclusive of SIN and BWN.

Date : 01JUL2009
Revised Date :-
11.35.1 Domestic Travel
Staffs are allowed to apply the lowest MH Fare Brand display in the airfare
pricing.
Important Note:
In the event, MHLOW Fare Brand (VLF) is not available, staff are to apply the
next higher fare brand i.e.: MHBASIC (QBC).
Other special promotional fares on MHLOW using Fare Basis

(LLF) or XTRA etc, are strictly not to be applied.
Example:
FSDKULAOR
KULAOR/MH/MYR
1 NUC : 3.713700 MYR ROUNDING UP TO 1.00 MYR
04APR09*04APR09/MH KULAOR/EH/ /TPM 241/MPM....../MYR
01 CBZ / 419: 838/C* . / /MYESR
02 DBZ / 373: 746/D/ . / /MYEZR
03 YFX / 304: 608/Y* . / /MYESR
04 WST / 244: 488/w/ . / /MYEGR
05 QBC / 152: 304/Q/ . / /MYEGR
06 VLF / 92: 184/V/ . / /MYEZR
11.35.2 International Travel
Staff are to apply any lowest published IATA Fares or any excursion fare
display by airfare pricing.

Date : 01JUL2009
Revised Date :-
Example Lowest Published IATA Fares and Excursion Fares
FSDKULMEL
KULMEL/MH/MYR
SEE GRPF
04APR09*04APR09/MH KULMEL/EH/ /TPM3938/MPM 4725/MYR
01 FIF / 11800 /P* . / /FLSE
02 CIF / 12867/J* . / /FLSE
03 YIF / 10509/W/ . / /FLSE
04 YEE0W1 / 2424 /Y/ . / /MH01
/ TKTCD:YEEOW /
05 YEE1Y1 3616/Y/ 5D.12M / /MH02
Example the Nett Market Fares
FSDKULLON
KULLON/MH/MYR
SEE GRPF
04APR09*04APR09/MH KULLON/EH/ /TPM 6562/MPM 8347/MYR
01 FIF / 31409/P* . / /ESEA
02 CIF / 21606/J* . / /ESEA
03 YIF / 16615/W/ . / /ESEA
04 YPXIF6M / 9169/W* 6D.6M / /EUSE
05 MAP90 / 3893/M1 14.90D / /MHTP
Note:
For International Travel, the Nett Market Fare Brands are not applicable.
11.36 Malaysia Airlines Staff Access to Airport Lounges
Eligibility
In addition to the normal First Class, Golden Club Class and Enrich members,
the following FOC/REBATED ticket holders are also eligible to access to the
airport lounges.
They are as follows:-
1. First Class and Business class agents rebated tickets.
2. Passengers on contractual assignment with Malaysia Airlines holding First

class and Business class tickets
Date : 01JUL2009
Revised Date :-
3. Malaysia Airlines Chairman / Managing Director / Board Of Directors / Senior

General Manager / General Managers.
Nevertheless, the above annotation is only to be reflected on the FOC /Rebated

passenger tickets subject to the approval as indicated on the STA/ATR.

Date : 01JUL2009
Revised Date :-
11.37 Malaysia Airlines Staff Family Travel Scheme
11.37.1 Introduction
The primary objective of the above scheme is to promote sales of seats on

those routes, which experience low seasonal load factors.
Employee Benefit Department, KULAP will be responsible to promulgate

updates on the applicable routes, periods, fares and conditions of sale.
11.37.2 Salability
The program is salable throughout all MAS offices worldwide.
11.37.3 Eligibility
Category A
Permanent employees of Malaysia Airlines and their:
 spouse and children

 parents and grandparents
 brothers, sister, their spaces and children
 parents in-law
 brothers and sisters in-law and their children
Additionally: - employees on contact their spouses and children

- trainees (all categories)
- retirees, spouses and their children
- medically boarded out staff, spouses and children
Category B
Full time employees (minimum 1 year‟s services) of Malaysia Airlines associated

and support companies, their spouse and children.
11.37.4 Reservations Procedures
When effecting Reservations for the scheme, the following details are
additionally to be obtained:
 Staff number of the staff applicant.

 Relationship of the staff to the passenger.
 The name of the organization if the staff is from an associate or support
company.
These details are to be entered in the Host Airline Fax of the PNR.

Date : 01JUL2009
Revised Date :-
11.37.5 PNR Creation
Create the PNR in the normal manner, however for:
Reservations Booking Designator (RBD) apply “L”

Entry: SS 002 L 21DEC KULLHR LL1
Staff Family Travel Scheme identification
Enter OSI: element with SFTS Staff Number of the applicant, relationship to
passenger and name of associate or support company if applicable.
Example:
OSI: MH SFTS
OSI: MH SISTER OF SN…../KLIA BHD
11.37.6 SFTS - Ticketing Time Limit
Impose ticket time limits as tabulated below:
DAYS BOOKING MADE BEFORE TIME LIMIT IMPOSE

DEPARTURE
Beyond 21 Days 21 Days
Between 21 & 15 Days 14 Days
Between 14 & 8 Days 07 Days
Between 7 & 1 Day By the following day
Within 1 days Within reasonable time
Category A: MAS Staff Employees
All applications must be made on a prescribed Malaysia Airlines Staff Family

Travel Scheme form.
Staff applying for the above scheme should produce their ID at the time of
purchasing tickets.
Category B: Affiliated and Suppers Companies:
Staff from the above organizations must produce a letter of declaration from
their respective Human Resources Unit verifying that the applicant is on
employee of that organization and is eligible for the scheme. The names, of
dependents (traveling alone or otherwise) as well as their relationship must

Date : 01JUL2009
Revised Date :-
also be specified. The applicant must sign the application, which must be duly
endorsed and stamped by the Human Resources Manager.
11.37.8 Ticketing Entries
Create as per normal TST creation.
Fare Basis - Y STS - For MAS staff

(AXB) Y STSO - For associate and support companies
Endorsement - Valid on MH only/Non Endorsable/Non Reroutable

(AXE)
Maximum Stay 90 days

(AXV)
Airline Date - STS - For MAS Staff

(AXI)
STSO - For affiliated and support companies
Form of - Cash or credit card only

Payment
(FOP)
11.37.9 One Way Travel
The fare charged is 60% of the return quoted fare.
11.37.10 Children / Infant Fare
Children between 2 and below 12 years are charged less 50% of the quoted
return or one way fare. Infants will be charged 10% of the quoted return or one
way fare.
11.37.11 Connecting Flights Ex – KUL
Passengers traveling to and from points within Malaysia in conjunction with

flights on the above scheme Ex-KUL are allowed a 50% rebate on those
sectors.
11.37.12 Prepaid Ticket Advice (PTA)
PTAs may be initiated through the normal procedure. The respective local
surcharge will apply. Ticketing staffs are to issue and MCO and indicate
“Payment for Service Charge on PTA/SFTS” under the column “Type of
Service for which it is issued”

Date : 01JUL2009
Revised Date :-
11.37.13 Stopover
Stopovers are not permitted
11.37.14 Cancellation Fee
A cancellation fee of 25% is applicable for cancellations made less then 72

hours before departure.
11.37.15 Administration Fee

An administration fee of MYR200 is charged for refunds in Malaysia. Outside
Malaysia the respective local applicable rate will apply.
11.37.16 Refund
Refund of any unutilized portion shall be the difference between the fares paid
less the applicable one-way fare of 65%.
11.37.17 No-Show
MYR300.00 per international flight coupon no-show fee is inclusive of

change/reissue
Fee:
- For outbound sector -this fee applies for any changes made within 24hours
prior to departure.
- For inbound sector - not applicable.
11.37.18 Lost Ticket Fee
The fee will be MYR175.00 to be applied worldwide.
11.37.19 SFTS Application Form
The official SFTS application must be duly completed by the staff applicant and
signed.
(Refer to the specimen of SFTS form, on next page)

Date : 01JUL2009
Revised Date :-
11.37.20 Specimen of “SFTS” FORM
MALAYSIA AIRLINES STAFF FAMILY TRAVEL SCHEME APPLICATION FORM
Name of staff:…………………………………….
Staff No:…………………………………………..
Designation:………………………………………
Dept/Section:…………………………………….
Location:………………………………………….
Name of Staff Dependents Relationship
1………………………………………………….. ………………………….
2…………………………………………………. ………………………….
3………………………………………………….. ………………………….
4…………………………………………………. ………………………….
5…………………………………………………. ………………………….
Itinerary/Sector Flight No. Date of Travel
………………. …………. ………………

……………… …………. ………………
……………… …………. ………………
I declared that the information provided is true and I understand that disciplinary
action may be taken against me in the event that the information contained herein is
found to be false.
………………………….
Signature of applicant
Dated:
…………………………
NB: To be completed in duplicate

Date : 01JUL2009
Revised Date :-
11.38 Malaysia Airlines (MH) & Eurostar (9F) - Staff Rebated Travel
Malaysia Airlines staff will be granted rebated travel on all Eurostar Rail
services. The agreement which was signed to be in effect from 01 February
2006 will provide MH staff an alternative mode of transportation to enable them
to travel by rail within Europe. Malaysia Airlines will also reciprocate the above
facilities for EUKL staff to travel on its selected flight routes.
Eurostar Railway Station : Three-Letter City Code
 Waterloo (London) - QQW

 Ashford (London) - QDH
 Paris - XPG
 Brussels - ZYR
 Disneyland Paris - XED
 Lille - XDB
11.38.1 MH Staff Travelling on 9F Services - Eligibilty
 All permanently full time employee who have completed at least 06 months
continuous employment;
 Permanent employees who are married including their spouse and their
dependant children under 21 years old;
 Permanent employee who are not married (Single staff) and/or parents of
Single staff;
 Children under 16 years old must be accompanied by an adult.
As per the normal MH/9F reservations commercial agreement procedures.

Reservations must be made not later than 04 days prior to date of travel.
OSI: Element in PNR
Entry: OSI:9F MH STAFF REBATED TRAVEL
11.38.3 Special Meal Request
Standard Class
Request for special meal is strictly not allowed
Leisure Select Class

Request of special meal must be made using the standard AIRIMP format.
Eurostar do accommodate for Kosher/Moslem and vegetarian meals. Other
dietary requests can be made but Eurostar will advise if such request can be
accommodated.
Date : 01JUL2009
Revised Date :-
11.38.4 Ticket Issuance
Eurostar tickets can be purchased on Self-Ticketing basis, i.e. tickets can be

issued by any MH ticketing offices at stations system-wide. Staff and retired
(Retirees) MH staff are required to present a valid MH staff ID Card before
boarding the Eurostar train service.
11.38.5 Applicable Fare & Class Code
For travel between Waterloo/Ashford and Paris, Brussels, Disneyland Paris,

Calais and Lille, the fare will be at an agreed amount as follow:-
Economy Class Standard Class – Class Code: V
 GBP24.50 (one-way)
 GBP49 (return)
First Class Leisure Select – Class Code: S
 GBP49.50 (one-way)
 GBP99 (return)
i. Tickets can be purchased from any Malaysia Airlines ticket offices located
system-wide
ii. Ticket validity

Valid on booked date and time shown on ticket
iii. Changes
Not permitted once ticketed
iv. Fare Basis

Economy Standard Class : BYPASB
First Class Leisure Select : HZRASB
Note: The Fare Basis must be reflected in the “Fare Basis” box of the ticket.
v. Endorsement Box
NON REFUNDABLE/NON CHANGEABLE
vi. Fixed fares are charged per coupon, per segment of the journey
vii. Equivalent Fare Paid

Date : 01JUL2009
Revised Date :-
Fare to be quoted in GBP and converted to the currency of the country

where the ticket was issued
viii. Form of Payment

Cash or Credit Card only
ix. Reissuance/Rerouting
Not permitted
x. Refund
Permitted only on any unutilized flight coupon(s).
Note:
MH tickets once uplifted and exchanged to 9F train ticket cannot be
refunded.
xi. Guidelines for MH staff when making request to issue Eurostar ticket at
Malaysia Airlines Ticket Office:
 Applicant must be present when purchasing Eurostar ticket;

 Staff to provide the PNR reference number;
 Produce MH staff identification card (ID) for ticket office verification.
11.38.7 Application for Calais
Calais is not available for booking via CRS, applications shall be made via
Eurostar Ashford Terminal by the authorized signatory giving 14 working days
notice. Full payment by Credit or Debit card shall be attached. Sufficient time
must be given to allow cheques to be cleared before tickets can be issued by
Eurostar.
Contact details for “Personal” travel application for Calais only:
Attention Cashiers – Jo Fletcher

Ashford Terminal
Eurostar (UK) Limited
Newtown Road
Ashford
Kent.TN24 OPS
Tel : +44 123 389 8292

Fax : +44 123 361 8513

Date : 01JUL2009
Revised Date :-
11.38.8 9F Staff Travelling on MH Services - Eligibility
 Permanent full time employee who have completed at least 06 months

continuous employment;
 Permanent employee who are married including their spouse and their
dependant children under 21 years old;
 Permanent employee who are not married (Single staff) and/or parents of
single staff;
 Children under 16 years old must be accompanied.
11.38.9 Submission of Application for Travel on MH Services
i. All applications must be signed by an authorized Eurostar Manager on an

official Eurostar letter-head with confirmations indicating:
- Details of employee;
- Date of joined;
- Employees ID number and/or
- Details of dependant(s)
ii. All requests must be submitted at least 07 working days prior to the
intended departure date, to the following address:-
Mr Syed Abdillah Syed Abd Aziz

Regional Manager UK/Ireland
Malaysia Airlines
No 247/249 Cromwell Road
London SW5 9GATel : +44 207 341 2060
Fax : +44 207 737 2314
E-mail : abdillah@malaysiaairlines.com
iii. Issuance of these tickets can only be made at Malaysia Airlines London
City Ticket Office.
iv. A valid photo identification card issued by Eurostar must be produced

upon check-in at the MH standby check-in counter at LHR. In the
absence of 9F staff as a traveler, the dependant(s) of the 9F staff are
required to produce a letter of authority from the respective staff or a
confirmation letter issued by Eurostar on Eurostar official letter-head.
The application, conditions on Reservations and Ticketing procedures and

eligibility will be based on existing ZED (Zonal Employee Discount) concept
and policies.

Date : 01JUL2009
Revised Date :-
i. Flight Segment
There will not be any flight seat reserved a 9F staff will be on standby
(subject-to Load basis;
ii. Meal Listing

Advance meal listing must be made at least 24 hours prior to the departure
date by calling the Malaysia Airlines Reservations office in London or any
other Malaysia Airlines offices located worldwide;
iii. Airport Check-In Time

Eurostar employees are required to report at the airport check-in counter 120
minutes before the schedule time of flight departure;
iv. Travel restrictions

Travel is not permitted on MH9000 series, Malaysia Airlines Code Share
partner airlines.
11.38.11 Request for Ticket Issuance

Eurostar staff must submit an official letter of travel request issued by their
company. Such travel application must be made 07 days before the intended
date of departure and can only be made at LONMH Ticket Office.
At LONMH Ticket Office

Upon receive of the official letter from Eurostar (EUKL) requesting for the 9F
staff rebated travel, MH ticketing staff is required to verify and ensure that the
details stated in the letter matches the details as shown on the identity card or
passport.
Important Notice
9F staff must be briefed that they are to report at the airport check-in counter
120 minutes before the intended flight departure time and their acceptance on
the flight will be on subject to seat availability basis.
11.38.12 Applicable Fares & Specified Flight Routes
The fare will be based on ZED (Zonal Employee Discount) concept and
policies. The information on the applicable fare and Mileage Table for Adult and
Child can be found under the ZED Fare procedures updated in this manual.
Applicable Routes
Europe - Sector : LON/KUL v.v.

: PAR/KUL v.v.
ASEAN - Sector : KUL/SIN v.v.

: KUL/JKT v.v.
Date : 01JUL2009
Revised Date :-
: KUL/MES v.v.
: KUL/SUB v.v.
: KUL/DPS v.v.
: KUL/MNL v.v.
: KUL/CEB v.v.
: KUL/HAN v.v.
: KUL/SGN v.v.
: KUL/PNH v.v.
: KUL/REP v.v.
: KUL/RGN v.v.
: KUL/BKK v.v.
: KUL/HKT v.v.
: KUL/BWN v.v.
Australia - Sector : KUL/PER v.v.

KUL/Adl v.v.
KUL/SYD v.v.
KUL/MEL v.v.
KUL/BNE v.v.
New Zealand - Sector : KUL/AKL v.v.
The applicable ZED Fare procedures, concept, policies and eligibility shall
apply.
Following are the fare application:
i. Fares
Fixed fares are charged per flight coupon, per segment of a journey.Fare
quotation are based on the journey established against the Zone of travel,
i.e. ZED fare concept
ii. Equivalent Amount
Fare on the ticket will be quoted and shown in USD and converted to the
local currency, at the Bankers Selling Rate (BSR)
iii. Fare Calculation Box

Fix discounted fare in USD for each flight coupon will be reflected on the
fare calculation box
iv. Taxes
All airport taxes, Fuel and Insurance surcharges will be collected and
reflected on the ticket;
v. Validity
Date : 01JUL2009
Revised Date :-
Valid for 03 months from the date of issuance
vi. Endorsement Box
- STAFF OF 9F
- Date/Month/Year joined company
- Employee ID number
- VALID ON MH ONLY
vii. Form of Payment
Cash or Credit Card
viii. Child Fare
Children under 12 years old will be charged 67% of the ZED adult fare
ix. Infant Fare

Infant will be carried “Free”. Only Insurance Surcharge will be applicable.
Note: Two diagonal lines will be drawn across the ticket to indicate that
the travel will be on standby, subject to space availability. This will only be
applied on “Paper” Ticket issuance.
11.38.14 Meal Listing Guidelines on MH Services
The following meal listing guidelines: -
Request for meal listing is generally not required for travel.
Whenever a booking is made, the meal listing is automatically generated by the

system. In cases of space available, standby, subject – to – load travel where
there is no booking is made in the system, no meal listing can be generated,
thus a manual meal listing will have to be made.
A meal listing request will have to be made if staff/dependants wish to have a

meal when traveling on standby on sectors/classes where meals are served.
A. Request for meal listing is not required for the following:-

 If a confirmed booking is made or
 If staff/dependant does not want a meal when traveling on standby
or
 If the sector is a non-meal sector or
 If no meal is served in the class of travel
B. Meal request is required for the following:-

 If staff/dependant wants a meal when traveling on standby and
 If the sector is a meal sector and

Date : 01JUL2009
Revised Date :-
 If meals are served on the class of travel
For the current operations, meal service is as follows:-
CLASS COMPARTMENT
No SECTOR FRCL GCCL EYCL
1 Within Peninsular Malaysia - YES NO
2 Within Sabah/Sarawak - YES NO
3 Between Peninsular Malaysia to - YES YES
Sabah/Sarawak
4 Between KUL to SIN - YES YES
5 Between PEN/KCH/BKI to SIN - YES YES
6 All international Flights YES YES YES
In-flight/catering imposes a minimum lead time of 6 hours before departure for

request of meal listings through reservations and 2 hours before departure
through check-in.
Within the 6 hours lead time, all request made through reservations are to be
accepted irrespective of applicability and channeled accordingly. The
appropriate fulfillment party will determine applicability.
11.38.15 Staff Seat and Meal Request
Staff and their dependants are allowed to request for seat and special meal.
 Special meal request me be strictly on medical or religious grounds.

 Special request items such as honeymoon cake/birthday cakes are not
permitted.
 Seat requests are only confined to seats in the rear selection of the aircraft.
 Emergency exit seat tows and facility seats are strictly not permitted. Such
request may only be confirmed upon check-in by ground services staff.
 Only confirmed bookings may be allowed to make seat and special meal
request.

Date : 01JUL2009
Revised Date :-
11.39 Reduced Rate Travel for IATA Employees
Introduction
All IATA directors, officers and employees traveling on official business on

Malaysia Airlines international services are entitled to special rebates.
Notes: For this purpose, KUL/SIN vv will be considered as international sector.
Business/Economy class only
11.39.2 Applicable Discount
50% Firm
11.39.3 Reservations
As per normal MH staff travel reservations procedures, under OSI: element to
indicate:
Entry: OSI:MH STAFF ID50/IATA
11.39.4 Embargo
The embargo periods and conditions as applicable to MH staff travel shall be
applied.
11.39.5 Ticketing
As per normal staff interline ticketing procedures:
i. Fare Basis - ID50/IATA

ii. Ticket Validity - 3 months
iii. Form of Payment - Cash/Credit Card only
11.39.6 Rerouting
No rerouting is permitted
11.39.7 Documentation
All requests for the issuance of the above tickets must be signed and approved
by an authorized senior IATA official.

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 12 – RESERVATIONS PROCEDURES - GENERAL
SECTION 12 – RESERVATIONS PROCEDURES – GENERAL
12 Introduction
This section covers all related Reservations information and guidelines which are
part of the procedures are not mentioned under the relevant sections found in
this Manual.
12.1 Divulging Of Passenger Names to Public
The management has directed that we should not, as a rule, divulge to the public
any information pertaining to a particular passenger movement whether or not
the passenger is on board or has travelled on any particular flight.
This policy will be enforced strictly but Station/Area/District Manager or District

Reservation Managers/Reservations Controller in BKI or KCH are allowed to give
the information to those inquiring only after establishing the following:
 That in your judgment, the inquirer is related to the passenger and looks
genuine in his request or sounds genuine on the telephone.
 That the inquirer is a man of public standing i.e. Politician, High Ranking
Military or Police Personnel.
If any staff is approached by people who want to inquire on arriving or departing

passengers, the inquirer is to be told politely that it is our policy not to divulge
passenger names due security reasons. If the inquirer still persists, the staff is to
communicate with his/her duty officer.
If any particular passenger has made a specific request that his travel is not to be
made known to anybody and this is to be reflected in the PNR as:-
RMK: MH NO PUBLICITY
The verification process as stated below must be followed:
 Establish the reason as to why the caller wants to know.

 Establish the callers identity and relationship to the passenger
 Staff must be alert to cross check family name of passenger and caller
 Ask caller for PNR reference
 Verify name
 Verify number of passengers booked
If the caller is able to provide the information correctly it is okay to reveal that
passenger was booked on MH flight. Staff is not to reveal such passenger name
is onboard or not onboard MH flight.

Date : 01JUL2009
Revised Date :-
If the caller is not able to provide PNR reference than continue verification
process below:
 Ask for passenger name

 Sector booked
 Flight number/date/flight time
Note:
Staff are to provides answers and details to specific questions asked only.
 If “Caller” able to provide the correct details
If caller is able to provide the correct answer it is okay to reveal that

passenger is booked on MH flight. Staff is not to reveal that the
passenger is onboard or not onboard MH flight.
 If “Caller” not able to provide the correct details
If caller is not able to provide correct flight details do not reveal. Staff are
to advice caller that it is company policy not to reveal names to protect
our passengers interest.
Please adhere to the verification process so as to reveal passenger information

only to a genuine caller.
12.2 Name Change Procedures
Introduction
Change of the current name which appears in a PNR cannot be entertained at

all. Change name of passenger who has been confirmed on any Malaysia
Airlines flight is strictly not allowed. This will upset our standard and credibility
and pose a lot of problem to other priority wait listed passengers who have been
wait listed for a long time. As a result of this, no change of name is permitted and
no one is authorized to deface the names in a PNR.
However is seats are available on the flights involved, than the original PNR must
be canceled and fresh reservations should be effected for the new name which
must carry a new PNR.
Name change is only allowed on a conditional basis where it needs editing of

names adding the correct spelling as it appears in the travel document of
passengers. However to avoid this problem, the correct spelling of the passenger
must be establish and rectified in a PNR ending transaction.
Notwithstanding the above, when a flight is on wait list and basing on

circumstances, e.g. VIP, compassionate cases business commitment,

Date : 01JUL2009
Revised Date :-
substitution of a booked passenger by an un-booked passenger from the same

organization will have to be cleared with the Revenue Management Department.
Revenue Management Department will view the flight involved and at their
discretion will either authorize or reject such name change subject to flight
situation. However, care must be exercised in the handling of such transaction so
as to ensure goodwill of passengers and travel agents are maintained.
In the case of group booking, change of name in the group is only permitted after
having obtained the necessary concurrence from the Revenue Management
Department.
12.2.1 Application
Name change of a passenger holding confirmed seats on Malaysia Airlines is

strictly prohibited. However, to ensure that requests for name change are
handled in the right perspective, the following guidelines are to be observed:
12.2.2 F.I.T Passenger
When seats are available on all sectors, name change can only be entertained
through the normal change process or alternatively to be treated as normal
cancellation and rebooking with the new name.
12.2.3 When Seats Are Not Available
Name change involving VVIP/VIP/Compassionate case and personnel within the

same company/Organization or Government Department must have concurrence
from revenue management and such request must be addressed to “KULRCMH”
during weekdays and “KULRRMH” during weekends for assistance.
Name change from one met passenger to another or any other passenger is not
possible as PNR was created against the met reservations mask. In this case
create a normal PNR and seek assistance from inventory control to “Do All
Possible – DAPO”.
Name change under any other circumstances or those involving a wait listed
passenger must not be entertained. The original booking is to be canceled and a
new PNR created for the new booking.
12.2.4 Inhibit Name Change
Revenue management has the authority to set and inhibit name change indicator
on fully booked RBD. This indictor will influence the handling of individual PNR.
Corporate Group PNR – GN: is not affected by the inhibition.

Date : 01JUL2009
Revised Date :-
If ARO tries to change name before the slash on a fully booked RBD it will be
possible just once and for a maximum of 2 characters. 2nd attempt is not possible
to end transaction.
Any name change done by an un-mechanized or CRS‟s Agents via teletype, the
segment will be sent back with action code HX if the change of the name before
the slash is for more than two characters.
The entering of fictitious names with the intention to change name is not allowed.
Firm booked passenger in a full flight/class cancels selling offices are not
authorized to transfer a waitlisted passenger to this firm booking by a name
change the decision onto which waitlisted passenger is confirmed will be taken
by revenue management.
Example of Name Change after Inhibit Name Change Has Been Set
Change Of Name Before Slash
First Attempt
Kamaruddin/Ismailmr
Change to Allowed
Kamalluddin/Ismailmr
Second Attempt
Kamalluddin/Ismailmr
Change to Not Allowed
Kamaludin/Ismailmr
Error Response
No EOT possible due to name change on MH… flts cancel MH… flts before
name chng and rebook
Examples:
Change Of Name After Slash
First Attempt

Date : 01JUL2009
Revised Date :-
Peter/Mcdowell
Peter/Mcdounalmr
Second Attempt
Peter/Mcdounalmr
Peter/Douglasmr
Third Attempt
Peter/Douglasmr
Peter/Mcdouglasmr
12.2.5 Group Booking – (GN:)
When passenger names are updated in the group PNR, irrespective of flight
situation, the following will apply:
- If un-ticketed, irrespective of the number of days before departure, a name

change of one or more passengers must have the occurrence from inventory
control. Complete name change of all the passengers in the group will not be
entertained. This will be taken as a total cancellation for the group.
- When some of the group passengers are ticketed, name change on un-
ticketed passengers must have the concurrence from Inventory Control.
Name change of ticketed passenger will not be entertained but will be treated
as a cancellation, i.e. reduction in group size.
- When group passengers are ticketed any name change will not be
entertained, irrespective in the number of days before departure. This will
considered as a reduction in group size and a new GN: created for the
passenger.
12.2.6 Change of Group Name
 A name change for the GN: name element, with implication that another
agent will be taking over the booking i.e. transfer from one agent to another,
is strictly prohibited. The booking held by the original agent id to be canceled.

Date : 01JUL2009
Revised Date :-
 A confirmed group booking held by one agent but not ticketed by another
agent will not be entertained. The normal process of canceling and rebooking
will apply.
 In seek the occurrence from Inventory control, the request for the name
change is to be reflected under remarks of PNR with reason which is then to
be queued to the respective sector control queue. Alternatively sent a telex
to KULRCMH quoting the PNR reference and name change details together
with the reason.
 Inventory control will view the flights involved, subject to flight situation, will
either authorize or reject such name change.
 It is the utmost importance that in the handling of a request for a name

change, care and tact must be exercised to ensure goodwill of passenger and
travel agents is maintained.
12.2.7 Name Change Procedure for Travel Agents in Malaysia
Name change of a passenger holding confirmed seat on Malaysia Airlines is

strictly prohibited. Following guidelines are to be adhered to:
Booking Made Through CRS System
No name change is allowed if the itinerary involves MH segment. Travel Agents

are required to rebook and cancel the previous booking for the passenger for
flight with seats available. If the flight is on waitlist Travel Agent should contact
$$DAPO at 78402654 / 78402675 or local reservations office for assistance.
Booking Made Through Host Airlines Reservation System
This procedure is only applicable for PNR created through Host Airlines
Reservation System Terminal and solely for PNR with pure domestic flights
segment.
Change name is allowed for spelling errors. However on a fully booked flight the
name change can only performed once and for a maximum of any two
characters.
Any unauthorized name change will result in cancellation of your booking without
any further reference.
Travel Agent is therefore reminded to comply with the above change name
procedure.

Date : 01JUL2009
Revised Date :-
12.3 Cabin Baggage Policy
Introductions
The one baggage policy on MH flights be re-enforced to all Airports System wide.
Each ticketed passenger traveling on MH flights is allowed only one piece of
cabin bag in all classes plus one personal item, such as a purse, briefcase of
laptop computer.
An excess hand luggage is a safety hazard and inconvenience to passengers

especially during an emergency. Hand baggage is defined as luggage that can
be hand-carried into the aircraft without any charge, suitable for placing in the
overhead compartment or the passenger seat in front. The dimensions of the
hand baggage should not exceed 56cm x 36cm x 23cm or 22ins x 14ins x 9ins
and the weight must not exceed 5kgs.
Hand luggage test kits will be made available at the entrance points to the check-
in area in the departure hall. Airlines may allow passengers to carry more than
one piece of hand baggage but these must be identified by exemption tags
attached to the luggage.
Check-in staff are to request all passengers to show their cabin baggage and
advise passengers of the “ONE PASSENGER & ONE BAGGAGE” policy.
When in doubt, staffs are to use the measuring kits provided at the check-in area.
However at KLIA, premier class Enrich Gold/Platinum passengers will allowed a

second cabin bag and the bag will affixed with a yellow exemption tag issued by
the check-in counter.
Important Notice:
All passengers departing EX-India will allowed only one piece of hand baggage.
Civil Aviation Security Authority have informed that First Class and Business
Class passengers are NOT EXEMPTED from this ruling and even laptop is
considered a second piece of hand baggage.
12.3.1 Objective
This “ONE PASSENGER AND ONE BAGGAGE” policy, there will be improve
passenger boarding and disembarkation while enhancing the safety and comfort
of all passengers.

Date : 01JUL2009
Revised Date :-
12.4 Baggage Weight Limitation All MH Services
12.4.1 Introduction
The following information are provided in relating to the new procedures of

check-in 32kgs baggage weight limitation for each check-in baggage at all
Airport.
12.4.2 What is meant by 32kgs weight limitation check-in baggage?
Each check-in baggage is to weigh “NOT” more than 32kgs. If the baggage
exceeds 32kgs, MH will not accept the baggage. Passenger will need to repack
the baggage into two separate baggage. This is for the purpose of safety
reasons.
Passenger needs to comply with the current free baggage allowance requirement
under the class of travel:
 First Class : 40kgs

 Business Class : 30kgs
 Economy Class : 20kgs
First Class Passenger - FRCL

The First Class passenger who are allowed 40kgs will need to ensure that the
weight is spread out into 2 bags not weighing 32kgs each and not more than the
40kgs allocation.
Note:
On baggage weighing more than 32kgs, Check-in staff will affix a “Heavy Load”
label.
Passenger will be required to pay for any excess baggage charges if exceeding
the stipulated free baggage allowance as above.
Following are the possible questionnaires from passenger:
i) What happens if passenger refuses to re-pack the baggage?
Passenger refuses to repack the heavy baggage. MH will not accept the
baggage and passenger will need to decide whether to fly or postpone their
flight. All cost as a result of flight postponement or rescheduling will be borne
by the passenger concerned.
ii) What are the Industry best practices?
 In Europe, the 32kgs ruling is enforced by the respective Airport Authorities;
 In Australia, this is covered under the labour law

Date : 01JUL2009
Revised Date :-
 In Malaysia , only MH has yet to enforce this. It is not enforced by MAB
 Other Airlines operating out of KLIA enforced 32kgs ruling especially those
that operate from countries that have imposed this rulings.
iii) What are the benefits for Malaysia Airlines?
 Complying with the best of Industry practices – Lufthansa /Royal Brunei ./

KLM / Cathay Pacific / Qantas / British Airways
 MH is already complying with this at Airports in Australia / New Zealand /

Europe / North America – US and Canada / Taiwan.
 Minimize exposure to back pain in manual-handling and cause injuries

from lifting the bags by staff at baggage and check-in
iv) What are the benefits for the passengers?
 Passenger can lift baggage with ease during check-in process.
 Passenger can lift baggage with ease from the baggage carousel
 Minimize damage to baggage during any part of the travel journey
 Minimize inconvenience to the passenger while waiting for baggage to be

fixed or compensation to be processed if the damage is incurred
 This will be a system-wide application to all MH stations within the

network
v) What are the problems with baggage weighing more than 32kgs?
 Heavy baggage gets damaged easily especially when on the baggage

conveyor belt
 For example at KLIA, if baggage travels from the MTB check-in to the
contact pier (Gates A/B), it will take 7 minutes. Baggage from MTB check-
in to satellite building takes 18 minutes and it can get caught in the
service of the conveyor belt and get badly damaged
vi) What are the operational contingencies that will be in place when this
ruling is implemented?
 For a limited time, a re-pack area will be set aside

Date : 01JUL2009
Revised Date :-
 For a limited time, Airport Operations to confirm whether the vendor

(POWERTECH) could sell boxes complete with masking tape or marker
pens for those who need to repack their bags
vii) What happens if passenger has excess baggage when re-packing the
bags?
 Passenger will be required to pay for excess baggage charges
 For International , 1.5% of the economy class published fare or 1% of the

first class fare
 For sector within Peninsular Malaysia and East Malaysia, MYR5 (per kg)
 Between Peninsular Malaysia and East Malaysia, MYR8 (per kg)
Any further queries pertaining to the above subject, please contact the following:
Department : Airport Operations / Standards and Procedures
Telex Address : KULKYMH
Contact : 603 – 87775485 or 87775755

Date : 01JUL2009
Revised Date :-
12.5 US Electronic System Travel Authorisation (ESTA) Via The Internet
The Department of US Customs And Border Protection have issued a notification

that the application for US Electronic System for travel authorization (ESTA) is
now accessible via the internet for citizens and eligible nationals of Visa Waiver
Program (VMP) countries. This will only apply to passengers who wish to apply
for advance authorization to travel to the United State under the VMP
arrangement.
Effective 12 January 2009, all Visa Waiver Program (VMP) travelers will be
required to obtain an electronic travel authorization prior to boarding a carrier to
travel by air or sea to the United States of America.
After the above date, VMP travelers who do not apply for a receive travel
authorization via ESTA prior to their travel date may be denied boarding.
Following are the countries currently enrolled in the Visa Waiver Program:
- Andorra - Japan - Sweden

- Australia - Liechtenstein - Switzerland
- Austria - Luxembourg - United Kingdom
- Belgium - Monaco
- Brunei - Netherlands
- Denmark - New Zealand
- Finland - Norway
- France - Portugal
- Germany - San Marino
- Iceland - Singapore
- Ireland - Slovenia
- Italy - Spain
For more information, please on to the ESTA Website at: https://esta.cbp.dhs.gov

Date : 01JUL2009
Revised Date :-
12.6 Malaysia Airlines & Eurostar (9F) Air/Rail Transportation Agreement
12.6.1 Introduction
Malaysia Airlines has concluded an agreement with Eurostar (UK) Limited

“EUKL”, a railway company that provide high-speed international passenger train
service operating between the United Kingdom and mainland Europe vice versa.
Eurostar services are jointly operated by Eurostar (UK) Ltd, SNCF (French
Railways) and SNCB (Belgian Railways). In conclusion, this agreement will allow
Malaysia Airlines to provide connections and supplemental rail services for its
passengers to travel by rail to certain cities in the United Kingdom, France and
Belgium.
The two-letter IATA prefix for Eurostar is 9F.
Railway stations involved under the agreement
Railway Station Name City Psuedo City Code

London Waterloo London QQW
Ashford International London QDH
Paris Gare Du Nord Paris XPG
Marne La Vallee Disneyland Paris XED
Brussels Midi Brussels ZYR
12.6.2 Salability
Sale can be made at all Malaysia Airlines reservations and ticketing offices
system-wide.
12.6.3 Child Discount
 Published Fare – IATA published child fare shall apply.
 Special Nett Fare – 75% of the applicable adult discounted fare shall
apply. (Depending on respective stations Sales authorization)
12.6.4 Reservations Booking Designator (RBD) – 9F
The applicable RBD‟s displayed in the system for 9F services.
12.6.5 Applicable 9F fare
- Normal published fare - As per SITA airfare pricing.
- Nett Fare – As per the applicable published Special/Nett fare displayed in the
system

Date : 01JUL2009
Revised Date :-
12.6.6 Eurostar - 9F Fares
Class Of Service Fare Basis RBD Adult Fare Child Fare

GBP GBP
Premium First First Class F Refer to Refer to

(Between LON and Fares Sales Dept Sales Dept
PAR only)
First and J “ “
First Class Service (All Normal
route except XED) Business
Class Fares
Discounted Z “ “
Business
Class Fares
Castle Class Service All First and Z “ “

(XED only) Business
Class Fares
Normal Y “ “
Standard Class Service Economy B
Class Fares
Discounted H “ „
Economy K
Class Fares
N

Date : 01JUL2009
Revised Date :-
Bookings on Eurostar Rail services can be made through Malaysia Airlines

Reservations System and must be booked in-conjunction with MH international
flight segment. Booking must be created under the same PNR.
Note: Group Reservations

As per current group PNR creation procedures, interline segment must be
booked under a separate PNR.
Waitlist booking status is permitted.
Reservations made on Eurostar services must be ticketed not later than 04

working days prior to the train departure date.
Example of Air/Rail routing:
No Routing Airline Prefix
1 KUL – PAR MH
SURFACE -
QQW – XPG 9F
SURFACE -
PAR – KUL MH
2 KUL – LON MH
SURFACE -
QQW – XED 9F
XED – XPG 9F
SURFACE -
PAR – KUL MH
3 XPG – ZYR 9F
ZYR – QQW 9F
SURFACE -
LON – KUL MH

Date : 01JUL2009
Revised Date :-
12.6.8 Request For Special Meals
Request for Special Meals can be made for Premium and First Class passengers
using standard AIRIMP format. Request for meals due to religious reason such
as MOML, KSML, VGML and dietary requirement will be on request basis.
12.6.9 MEDA Request

Not available on 9F services.
12.6.10 Reservations Handling Process
i. Create PNR as per normal manner for itinerary:
Example routing:
KUL – LON
SURFACE
QQW – XPG
SURFACE
PAR –KUL
ii. Book 9F sector based from availability display in the system
iii. Under PNR to indicate OSI: element, e.g.
Entry: OSI:MH QQW/XPG ON EUKL SVCS
Response: OSI MH QQW/XPG ON EUKL SVCS
iv. Request Special Meal, if any, e.g.
Entry: SSR:4MOML 9F NN1
Response: SSR MOML 9F HK1 QQW/XPG 9009B22JUL
v. EOT

Date : 01JUL2009
Revised Date :-
12.6.11 PNR Creation on 9F Services
Example of a PNR Created in Malaysia Airlines Reservations System with

OSI: & SSR: Elements
Note: i. 9F rail segment booked under line element number 4

ii. OSI information updated indicating sector QQW/XPG is on
Eurostar service
iii. SSR (Special Service Request) Request for Muslim Meal on 9F
sector
Tickets on 9F services must be issued under the same ticket in-conjunction

with MH international flight segment(s).
Tickets on 9F Rail Services must not be issued separately for travel solely on
Eurostar services.
Upon arrival at the railway station, passenger is required to produce the airline
ticket or Electronic Ticket Receipt (ETR) at the railway ticket counter. The
airline ticket will be exchanged to a Eurostar train ticket before the passenger is
allowed to board the train.
Important Note:
There are no facilities to exchange the airline ticket to a train ticket at Marne la
Vallee Disneyland Paris station. Passenger must be briefed to get their ticket
exchanged at the railway stations other than mentioned above.
Airline ticket are not valid for travel on Eurostar services until it is exchanged
for a Eurostar train ticket.

Date : 01JUL2009
Revised Date :-
12.6.13 Ticket Validity
As per published Special/Nett fare rules & conditions on validity
12.6.14 Tour Code (On ticket)
To be assigned/authorized by the respective sales office at station
12.6.15 Open-Dated Ticket
Not permitted
Important Notice For Passengers Travelling on Eurostar Rail Services
Upon ticket issuance, ticketing staff is required to print-out the “Important

Notice” for travel on Eurostar and to be given to the passenger. Passenger
must be briefed on the content of the print-out containing information and
instructions pertaining travel on Eurostar.
Ticketing staff is than required to update the PNR under remarks element, as
follow:-
RMKS:HV PRINTED 9F IMPORTANT NOTICE /BRIEFED PAX THE

CONTENT/AZ/ 13JUN09
(Please refer to the sample of “Important Notice” for 9F passengers, on next

page).

Date : 01JUL2009
Revised Date :-
12.6.16 Important Notice on 9F Services (Customer’s Copy)

IMPORTANT NOTICE
The enclosed Airline Ticket Receipt must be presented as proof of purchase to Eurostar
Railway Company and to be exchanged for a Eurostar ticket bearing an individual
coach/seat number allocation on the date/time specified before travel on Eurostar can
commence.
Please present your Airline Ticket Receipt to the appropriate Eurostar ticket counter not
less than 01 hour to departure. Tickets can be exchanged up to 90 days in advance of
travel but not later than 30 minutes before the train scheduled departure time or otherwise
the booking will automatically expire and travel may be affected.
It is strongly recommended that for Group booking, the tour leader would exchange the
tickets, a day prior to the intended travel date.
There are no facilities for passengers to exchange airline tickets for Eurostar tickets at
Marne La Valee - Chessy (Disneyland Resort). If you are holding an airline ticket
originating from this point, you must exchange this at Paris “Gare Du Nord” in advance.
Prior to commencement of travel, changes and cancellation should be referred to your

airline or travel agent. Upon your arrival in Europe, assistance is available from the
Eurostar Contact Centre at telephone number: 44 177 7777877 or in person at the
authorized Eurostar ticket offices.
Ticket for travel on Eurostar are subject to the conditions sets out in the Eurostar conditions
of carriage and/or the uniform rules concerning the Contract of International Carriage
ofPassengers and Luggage by Rail (CIV) rules applicable to international rail travel, copies
of which are available on request from Eurostar. Alternatively, these can be viewed on the
following Websites:-
Eurostar Conditions Of Carriage

Carriage - www.eurostar.com
CIV Rules - www.otif.org/e/pdf/cotif-civ-1980-e.pdf
Following are the authorized Eurostar Ticket Office:-
London - Waterloo International

Ashford - Ashford International, Kent
Paris - Gare Du Nord
Brussels - Brussels – Midi, Zuid
Important Note:
United Kingdom Immigration Requirements

Nationals of non EEA member countries departing from Gare Du Nord must complete the
landing card to enter UK before they go through the Eurostar check-in gates.

Date : 01JUL2009
Revised Date :-
12.6.17 PNR Creation and Ticket Issuance/Ticket Mask Creation on 9F
Example: Create PNR on MH flight involving 9F sector
Sector: KUL/LHR - MH flight service

LHR/QDH - SURFACE
QDH/XED - 9F rail service
XED/QQW - 9F rail service
QQW/LHR - SURFACE
LHR/KUL - MH flight service
i) Entry to retrieve PNR:- RTW4QVV
Response:
(
+
)
S
i
g
n
Indicate there is more information in the PNR (OSI: , SSR: elements etc)
To see more: Entry: PN
Response:
M
a
l
a
y
sia Airlines is required to issue a “Paper Ticket” to the passenger and later the flight
ticket coupon will be exchanged to Eurostar “Rail Ticket”. This will be done on the
departure date by the Eurostar check-in staff at the railway station.
Ticketing Entries For Travel on 9F Services

Date : 01JUL2009
Revised Date :-
ii) Entry: FQT: (To price the itinerary in PNR for Auto Tarification)
Response:

Date : 01JUL2009
Revised Date :-
iii) To create Ticket Mask
Entry: TPN:1/P1
Response:
iv) Proceed to complete to update the relevant information to issue the ticket:
i. Form of Payment (FOP) – CA (Cash)
ii. Endorsement/Restriction column (AXE)

“VALID ON MH/9F SVCS/1ST LEG VALID ON FLT/DATE SHOWN”
iii. Tour Code (AXI) - MH9F4132 (Discounted fare approved by Sales)
v) Press “Transmit” to issue the ticket (Paper ticket will be issued on the printer)

Date : 01JUL2009
Revised Date :-
SECTION 12 – SPECIAL MEAL
12.7 Unauthorised PNR Creation By Non Reservations/Ticketing Staff
Creation of PNR‟s can only be performed by a Reservations/Call Centre or

Ticketing staff at Malaysia Airlines stations system-wide.
Staff working other than the above mentioned departments are prohibited from
transacting any bookings and PNR creation. The level restriction assigned to
them to access the Reservations System is only for the purpose of viewing of
flight information and other work related information in the system.
All departmental heads are required to brief and monitor the staff assigned with
such facilities to use the Reservations system to confine only to the function
assigned to them, as per the department job description.
Failure to comply to the above requirement will be treated as an abuse of

company facilities which may entail to a disciplinary investigation taken against
such staff.
12.8 Defective Seats
Process reporting of “Defective Seat”
KULECMH – Will send out the telex on defective seat with seat number details,
aircraft type, flight date/sector and the category type 1, 2 & 3 below.
HDQRRMH
1. Will reduce the capacity according to the number of defective seat.

2. Will cancel the seat number in the seat map accordingly.
3. If DCS is active, reservation cannot perform ASR seat selection, whereby
SDCS will wblock in the check-in system.
The telex from Engineering Maintenance Centre, Sita Telex Address:

KULECMH under the subject “Defective Seat” will be addressed to all
reservation department at stations.
Upon receiving such telex – to check on PNS of the flight/date sector to identify
if any passenger is pre-seated on the defective seat. If so, reservation staff is to
reallocate the passenger to a alternative seat.
This information is to be telexed to the embarking station at the airport to make

sure the customer services is aware of the seat change.
Version : 1.0 310

Date : 01JUL2009
Revised Date :-
SECTION 12 – SPECIAL MEAL
12.9 New B738 Business Product Offering
Malaysia Airlines has introduced B737-800 leased into our network. These
aircrafts will be operations for selected routes on Malaysian Domestic, ASEAN
and ASIAN destinations.
This is the first step towards replacing the B737-400, A330-200 and A330-300
operating in the above regions. These are various in cabin lay out for leased
B737-800 Business Class cabin.
Following are the differences in product offering in Business Class for leased
B737-800 with aircrafts previously operating the same routes:
Facilities:
PRODUCT DIFFERENTIATION IN BUSINESS CLASS
FEATURES LEASED B747-400 A330-300 A330-200

B737-800
Seat Config 18 Seats 16 Seats 44 Seats 42 Seats
Seat Pitch 30-32 Inches 36 Inches 45 Inches 60 Inches
Seat Triple Seater

arrangement *Middle Seat Double Seater Double Seater Double
will not be Seater
open for Sale*
Seat recline 4.5 Inches 7 Inches 9 Inches 8.5 Inches
Width between 17.3 Inches 21.31 Inches 18.5 Inches 18.51

armrest Inches
Coat closet Nil Yes Yes Yes
Version : 1.0 311

Date : 01JUL2009
Revised Date :-
Facilities (Cont.)
PRODUCT DIFFERENTIATION IN BUSINESS CLASS
FEATURES LEASED B747-400 A330-300 A330-200

B737-800
Communications Nil Nil Satellite Insert power

Telephone points and
Satellite
Telephone
IFE Shared drop- Portable Personal In-

down screen Nil Media seat Video
Player
Frequently Asked Questions
The current operating environment requires us to make these changes as we

review our network and capacity demands.
The leased B737-800 Aircrafts comprise of new generation Aircraft and is the
latest B737-800 version. This is a prelude to us renewing the B737-400 fleet to
our own brand B737-800 starting from end of 2010.
Politely inform the customers that:
 This was an ad-hoc operational change made based on capacity

requirements.
The routes currently impact are:
The leased B737-800 will be a permanent feature as we will be replacing our

old B737-400 with brand new B737-800 starting 2010. Our own B737-800 will
include improved product services such as personal in-seat video with in-flight
entertainment *IFE* system audio on demand.
Politely inform customers to contact:

customer@malaysiaairlines.com
to make a complaint or feedback.
They can also speak to any one of the cabin crew on duty who will write down
their feedback in the voyage report. This will be channeled to the customer
response unit for services recovery.

Date : 01JUL2009
Revised Date :-
No ticket fare discount for domestic routes. However the 20pc discount for
Business Class fare is applicable for international destinations using this leased
B737-800 Aircraft type.
B777-200 Series Seat Features
Passenger configuration
FRCL 12
GCCL 33
EYCL 233
Recline:
FRCL 17.5 Inches
GCCL 14.0 Inches
Width between armrest:
The dimensions are:
FRCL 20 – 21 Inches
GCCL 20 – 20 Inches
EYCL 18 Inches

Date : 01JUL2009
Revised Date :-
B777-200 Series Seat Features (Cont)

FEATURES DESCRIPTION
FEATURES DESCRIPTION
Buffer seats row EYCL – 33/34/35

Seat pitch FRCL 72IN Abreast 6
GCCL 50IN Abreast 7
Over wing ROW34IN
EYCL - 12 Abreast 4-Row12
ROW – 27Abreast 9-Row 14-26
Abreast 5- Row 27
Handicapped seats SEATS - 30CDHJ
Abreast 4- Row 29
- 31DH
Abreast 9- Row 30-38
Abreast 8- Row 39-40
Young passenger seats ROW - 14 Abreast
AC 6- Row 41
-15AC
Business Centre AFT of door 2 left
(facilities
Bassinetavailable)
seats Fax
FRCLmachine
–1AK
Printer
GCCL – 9 A K
Laptops:
EYCL –Apple
12AK power
/ 14EGbook/Compaq
/ 30EG
Presario/LTE/IBM Think pad/NEC
versa/Toshiba Dyna-Pad/Protégé and
Stretcher position EYCL –telephone
Satellite 12JK / 14JK / 15JK
Stretcher
Fold can only be accepted on
down chair/table
condition that oxygen is not required by
passenger
Prayer room Door 2R

Crew seat SEATS – 41JK
Least preferred seats NIL

Interactive system All classes entertainment:
Video – 11 channel
Cabin selection boundary FRCL ROW 1-2
GCCL ROW 4-6
ROW 9-10
EYCL ROW 12- 27
ROW 29 -41
Emergency exit seats ROW 29

Date : 01JUL2009
Revised Date :-
Audio -21 tracks

Games -PC/NINTENDO
Information: New Broadcast
Destination information
Shopping: Delivery services
Air-shows: 1 channel
Communication: FAX Gram

Date : 01JUL2009
Revised Date :-
B747-400 SERIES SEAT FEATURES

Following are seat features and additional cabin facilities for the latest version
of B747-400 Series.
Passenger Configuration
FRCL 18
GCCL 50
EYCL 318
Seat Pitch
FRCL 76 Inches
GCCL 46 Inches upper deck

50 Inches lower deck
EYCL 33/34 Inches
Recline
FRCL 17.5 Inches
GCCL 14 Inches

Date : 01JUL2009
Revised Date :-
Width between Armrest
FRCL 20 - 21 Inches
GCCL 20 - 21 Inches
EYCL 17 - 31 Inches
Stretcher Seat Position:
Aircraft Zone in Seats to Stretcher Attendant

Type cabin blocked position seats
B747-400P C 29 30 31 HJK 29 30 31JK 29 30 31H
Features Description
Over-wing seat rows EYCL row 29-43
Handicapped seats GCCL row 17C

EYCL row 28-37H
row 30-37G
Young passenger seats EYCL row 30ABC

row 33ABC
Business centre FRCL : Centre position of row 4

Date : 01JUL2009
Revised Date :-
Prayer room Door 2R
Handicapped toilet Rear of door 2R
Emergency exit seats FRCL row 4

GCCL row 10
EYCL row 28/38/48
Cockpit crew seats 4 seats
Cabin attendant seats EYCL 13 seats
Crew rest seat GCCL 14A/C – upper deck

EYCL 62ACHK
Insert video Available in passenger aircraft types
Location of power outlet FRCL row 2 (for info only)

GCCL row 17 (do not request)
EYCL row 26 and 28
Note:
The arm rest for Economy Class seats cannot be raised fully due to the design.
Passenger requiring more than one seat due to the size cannot be booked on
the Economy Class compartment.

Date : 01JUL2009
Revised Date :-
B737-400 Series New Configuration
Passenger configuration GCCL – 16

EYCL – 128
Bassinet seats GCCL – 1AF

EYCL – 5BE
Stretcher seats EYCL – 5/6/7 DEF
Handicapped seats EYCL – 26D/27C
Young passenger seats EYCL – 6/7/8 ABC
Emergency seats EYCL – row 11/12/14
Seat pitch ( B737-400 ) GCCL – 36 Inches

( B737-400 ) EYCL – 30 Inches
AIRBUS A330-200 Seat Features
Passenger configuration GCCL – 42

EYCL – 187
Over-wing seat rows EYCL – row 21-30
Emergency seats EYCL – 32ACHK
Handicapped seats EYCL 28AC 29AC 33AC

Date : 01JUL2009
Revised Date :-
AIRBUS A330-200 Seat Features (Cont)
UMNR Seats EYCL 33HK 34HK 35HK
Bassinet seats GCCL – 4AGK

EYCL – 20F / 21AK
Stretcher seat position

(temporary suspended- stretcher/oxygen EYCL – 43AC 44AC 45AC
kit lit cannot be installed. Do not REQ
UFN)
Lease preferred seat
EYCL – 29DEFG
30ACHK
44DFG
GCCL – 4/5/6 : 62 Inches

Seat pitch 7/8 : 61 Inches
9/10: 72 Inches
EYCL – 20 : 34 Inches
21-37: 31 Inches
38-45: 32 Inches
Seating recline GCCL – 141 Degrees

EYCL – 114 Degrees

Date : 01JUL2009
Revised Date :-
12.10 Name Element for Reservation and Passenger Tickets
International Air Transport Association (IATA) has recommended following

guideline in view of the enhanced security in place airports and other passenger
service locations. In many instances passenger pnr and ticket data is being
compared against name information contained in passports as a positive
identification measure. This check is being undertaken by airline, ground
handling and control authority staff.
Staff and agents need to ensure that passengers names recorded in PNR‟s and
on tickets match exactly the names of passenger as shown in passport (where
space allows). Failure to provide accurate name information can result in
problems with security, control authorities and passenger processing.

Date : 01JUL2009
Revised Date :-
12.11 Distribution Department KUL - Reservations Standards & Procedures
– SITA Telex Group Addressees
GROUP GROUP
GROUP ADDRESS SITA TELEX ADDRESSEES
CODE NUMBER
ALL CORPORATE KULRBMH, KULRQMH, KULRSMH, KULRVMH,
RESERVATIONS HEAD KULV1A 001 KULRXMH, KULRYMH, KULRZMH
- KUL
KULRBMH, KULRFMH, KULRKMH, KULRLMH,
ALL RESERVATIONS/
002 KULROMH, KULRPMH, KULRQMH, KULRSMH,
TICKETING SECTION KULV2B
KULR2MH,KULR4MH, KULR5MH, KULSFMH,
HEADS - KUL
KULTJMH, SZBRAMH,XKLRAMH, XKLRKMH
ALL CALL CENTRE 003 ADLR1MH, ADLR2MH, KCHRQMH,KCRR1MH,
KULV3C
HEADS – KUL/ KCH/ ADL KULRBMH, KULRLMH, KULROMH, KULRQMH
AORROMH, IPHROMH,JHBROMH, KBRROMH,
ALL RESERVATIONS
004 KUAROMH, KULRBMH, KULROMH, KULRQMH,
HEAD - PENINSULAR KULV4D
KULRSMH, LGKROMH, MKZROMH, PENRQMH,
MALAYSIA
TGGROMH
ALL RESERVATIONS BKIRQMH, BTUROMH, KCHRQMH, KCHR1MH,

HEAD SABAH & KULV5E 005 KULRBMH, LBUROMH, LDUROMH, MYYROMH,
SARAWAK SBWROMH, SDKROMH, TWUROMH
AORROMH, AORSZMH, BKIRQMH, BKIZQMH,

BTUROMH, BTUSZMH, IPHROMH, IPHSZMH,
JHBROMH, JHBSZMH, KBRROMH, KBRSZMH,
ALL RESERVATIONS KULV6F 006 KCHRQMH, KCHR1MH, KCHZQMH, KUAROMH,
HEAD – MALAYSIA KUASZMH, KULRBMH, LBUROMH, LBUSZMH,
LDUROMH, LDUSZMH, LGKROMH, LGKSZMH,
PENRQMH, PENSZMH, SDKROMH, SDKSZMH,
TGGROMH, TGGSZMH, TWUROMH, TWUSZMH
AORROMH, AORSZMH, BKIRQMH, BKIZQMH,
BTUROMH, BTUSZMH, IPHROMH, IPHSZMH,
ALL RESERVATIONS JHBROMH, JHBSZMH, KBRROMH, KBRSZMH,
HEAD & REGIONAL/ KCHRQMH, KCHR1MH, KCHZQMH, KUAROMH,
DISTRICT MANAGERS KULV7G 007 KUASZMH, KULRBMH, LBUROMH, LBUSZMH,
- MALAYSIA LDUROMH, LDUSZMH, LGKROMH, LGKSZMH,
PENRQMH, PENSZMH, SDKROMH, SDKSZMH,
TGGROMH, TGGSZMH, TWUROMH, TWUSZMH
ALL RESERVATIONS KULRBMH, KULRKMH, KULROMH, KULRQMH,
HEAD & REGIONAL/ 008 KULRSMH, KULR4MH, MKZROMH, MKZSZMH,
DISTRICT MANAGERS KULV8H MYYROMH, MYYSZMH, SBWROMH, SBWSZMH
- MALAYSIA
ADLROMH, ADLR1MH, AKLROMH, AMSRSMH,
AORROMH, BEYROMH, BJSROMH, BKIRQMH,
BKKRQMH, BLRRSMH,BNEROMH, BOMROMH,
KULVDI BRUROMH, BTUROMH, BUEROMH,
ALL RESERVATIONS 009 BWNROMH, CAIROMH, CANROMH, CEBROMH,
HEAD SYSTEMWIDE
CHIROMH, CNSROMH, CPTROMH, DACROMH,
DELROMH, DRWROMH, DUBROMH,
DURROMH, DXBROMH, FLLROMH, FRAROMH,
FUKROMH, KULRBMH

Date : 01JUL2009
Revised Date :-
Distribution Department KUL - Reservations Standards & Procedures

– SITA Telex Group Addressees (Cont)
GROUP GROUP
CODE NUMBER
GVAROMH, HANROMH, HKGRQMH,
HKTROMH, HYDROMH, IPHROMH, ISTROMH,
JEDROMH, JHBROMH, JKTRSMH, JNBROMH,
KBRROMH, KCHRQMH, KCHR1MH, KHHROMH,
ALL RESERVATIONS 010 KHIROMH, KUAROMH, KULRBMH, KULRQMH,
KULVEJ KULRSMH, LAXRQMH, LBUROMH, LDUROMH,
HEAD SYSTEMWIDE
LGKROMH, LONROMH, MAARQMH,MADROMH,
MANROMH, MELRQMH, MESROMH,
MKZROMH, MNLRQMH
CMBROMH, DPSROMH, KULRBMH, MLEROMH,

MYYROMH, NGOROMH, NYCROMH,
OSAROMH, PARRSMH, PENRQMH, PERRSMH,
PNHROMH, PNKROMH, PUSROMH,
ALL RESERVATIONS RGNROMH, ROMROMH, SBWROMH,
KULVFK SDKROMH, SELRQMH, SFOROMH, SGNROMH,
HEAD SYSTEMWIDE 011
SHAROMH, SINRQMH, SUBROMH, SYDRQMH,
TGGROMH, TPERQMH, TWUROMH,
TXGROMH, TYORQMH
KULRBMH, VIEROMH, WASROMH, WLGROMH,

ALL RESERVATIONS XMNROMH, YTOROMH, YVRROMH,
KULVGL 012
HEAD SYSTEMWIDE ZAGROMH, ZRHROMH
ADLROMH, ADLR1MH, AKLROMH, AKLZ1MH,

AMSRSMH, AMSZQMH, AORROMH, AORSZMH,
BEYROMH, BETSZMH, NJSROMH, BJSSZMH,
ALL RESERVATIONS BKIRQMH, BKIZQMH, BKKRQMH, BKKZQMH,
HEAD/REGIONAL/AREA/ 013 BLRRSMH, BLRSSMH, BNEROMH, BNESSMH,
KULVHM
DISTRICT MANAGERS BOMROMH, BOMSZMH, BRUROMH,
SYSTEMWIDE BRUSSMH, BTUROMH, BTUSZMH, BUEROMH,
BUESZMH, BWNROMH, BWNSZMH,KULRBMH
CAIROMH, CAISZMH, CANROMH, CANSZMH,

CEBROMH, CEBSSMH, CHIROMH, CHISSMH,
CBSROMH, CNSSSMH, CPTROMH, CPTSZMH,
ALL RESERVATIONS DACROMH, DACSZMH,DELROMH, DELZQMH,
HEAD/REGIONAL/AREA/ DPSROMH, DPSSZMH, DRWROMH,
KULVIN DRWSSMH, DUBROMH, DUBSSMH,
DISTRICT MANAGERS 014
SYSTEMWIDE DURROMH, DURSSMH, DXBROMH, DXBZQMH,
FLLROMH, FLLSSMH, FUKROMH, FUKSSMH,
KULRBMH

Date : 01JUL2009
Revised Date :-

GROUP GROUP
CODE NUMBER
GVAROMH, GVASSMH, HANROMH, HANSZMH,
HKGRQMH, HKGZQMH, HKTROMH, HKTSZMH,
ALL RESERVATIONS
HYSROMH, HYDSSMH, IPHROMH, IPHSZMH,
HEAD/REGIONAL/AREA/
KULVJO ISTROMH, ISTSZMH, JEDROMH, JEDSZMH,
DISTRICT MANAGERS 015 JHBROMH, JHBSZMH, JKTRSMH, JKTSZMH,
SYSTEMWIDE
JNBROMH, KHHSSMH, KUAROMH, KUASZMH,
KULRBMH
KHIROMH, KHISZMH, KULRBMH, KULRQMH,
KULRSMH, KULRZMH, LAXRQMH, LAXZQMH,
LBUROMH, LBUSZMH, LDUROMH, LDUSZMH,
ALL RESERVATIONS
LGKROMH, LGKSZMH, LONROMH, LONZQMH,
HEAD/REGIONAL/AREA/
KULVKP MAARQMH, MAASZMH, MADROMH,
DISTRICT MANAGERS
016 MADSSMH, MANROMH, MANSSMH,
SYSTEMWIDE
MELRQMH, MELSZMH, MESROMH, MESSZMH,
MKZROMH, MKZSZMH, MLEROMH, MLESZMH,
MNLRQMH, MNLZQMH
KULRBMH, MYYROMH, MYYSZMH, NGOROMH,
NGOSSMH, NYCROMH, NYCSSMH,
OSAROMH, OSASSMH, PARRSMH, PARSZMH,
ALL RESERVATIONS PENRQMH, PENSZMH, PERRSMH, PERSZMH,
HEAD/REGIONAL/AREA/ KULVLQ 017 PNHROMH, PNHSZMH, PNKROMH, PNKSZMH,
DISTRICT MANAGERS PUSROMH, PUSSSMH, RGNROMH, RGNSZMH,
SYSTEMWIDE ROMROMH, ROMSZMH, SBWROMH,
SBWSZMH, SDKROMH, SDKSZMH,SELRQMH,
SELZQMH
KULRBMH, SFOROMH, SFOSSMH, SGNROMH,

SGNSZMH, SHAROMH, SHASZMH, SINRQMH,
SINZQMH, SUBROMH, SUBSZMH,SYDRQMH,
ALL RESERVATIONS SYDZQMH, TGGROMH, TGGSZMH, TPERQMH,
HEAD/REGIONAL/AREA/ 018 TPEZQMH, TWUROMH, TWUSZMH, TXGROMH,
KULVMR
DISTRICT MANAGERS TXGSSMH, TYORQMH, TYOZQMH, VIEROMH,
SYSTEMWIDE VIESZMH, WASROMH, WASSSMH, WLGROMH,
WLGSSMH, XMNROMH, XMNSSMH
CMBROMH, CMBSZMH, KULRBMH, YTOROMH,

ALL RESERVATIONS YTOSSMH, YVRROMH, YVRRSS, ZAGROMH,
HEAD/REGIONAL/AREA/ KULVNS ZAGSZMH, ZRHROMH, ZRHSZMH,
019
DISTRICT MANAGERS
SYSTEMWIDE
AMMRRMH, ATHROMH, AUHRRMH,
CGPRRMH, COKRRMH, CPHRRMH,
DOHRRMH, GOAROMH, GOTRRMH,
ALL GSA’s/PSA’s HELRRMH, ISBRRMH, KTMRRMH, KULRBMH,
KULVOT 020 KWIRRMH, LHEROMH, MCTRRMH, MILROMH,
SYSTEMWIDE
MRURRMH, OSLRRMH, QJUROMH, SCLRRMH,
STOEEMH, TRNROMH, WAWRRMH

Date : 01JUL2009
Revised Date :-
GROUP GROUP
CODE NUMBER
AORRFMH, BKIRFMH, JHBRFMH,JHBRKMH,
ALL TICKETING OFFICES 021 KBRRFMH, KCHRFMH, KVHRKMH, KUAKDMH,
KULVA1 KULRFMH, KULRKMH, KULRSMH, KULRQMH,
MALAYSIA KULTPMH, LBUKDMH, LBURKMH, LGKRFMH,
MYYKNMH
BTUKNMH, BTURKMH, KULTJMH, MYYRFMH,
ALL TICKETING OFFICES 022 MYYRKMH, PENRFMH, PENRKMH, SBWKNMH,
KULVB1 SBWRKMH, SDKKNMH, SDKRKMH, SZBRAMH,
MALAYSIA TGGKDMH, TGGRKMH, TWUKNMH,
TWURKMH, XKLRKMH
BDORKMH, BKKRKMH, BTHRKMH, BWNRKMH,
ALL TICKETING OFFICES KULVC1 CEBKDMH, MNLRKMH, PDGRKMH, PNHRKMH,
023
- ASEAN REPRKMH, RGNRKMH, SGNRKMH, SINRFMH,
SINRKMH, SUBRKMH
AMDRKMH, NJSRKMH, BLRRRMH, BOMRRMH,
CANRKMH, CGPRRMH, CMBRRMH,
DACRKMH, DELRKMH, HKGRKMH, HYDRRMH,
ALL TICKETING OFFICES ISBRRMH, KHHRKMH, KHIRKMH, KMGRRMH,
KULDV1 024
- ASIA KTMRRMH, LHERKMH, MAARKMH, NGORKMH,
NRTKNMH, OSARKMH, PNQRRMH, PUSRKMH,
QJURKMH, SELRKMH, SHARKMH, TASRRMH,
TPERKMH, TRZRRMH, TYORKMH, XMNRKMH
AMSKNMH, AMSRKMH, BRURKMH, CPHRRMH,
ALL RESERVATIONS/ 025 DUBRKMH, FRARKMH, GOTRRMH, HELRRMH,
TICKETING OFFICES KULVE1 LONKNMH, LONRKMH, MADRRMH, MANRKMH,
- EUROPE MILROMH, OSLRKMH, PARRKMH, ROMRKMH,
STORKMH, ZAGRRMH, ZRHRKMH
ALL RESERVATIONS/ BUEROMH, LAXRKMH, NYCRKMH, SCLRRMH,

TICKETING OFFICES KULVF1 026 WASRRMH,
- USA
ALL RESERVATIONS/ ADLKKMH, ADLR1MH, ADLRKMH, AKLKKMH,

TICKETING OFFICES 027 AKLRKMH, BNEKDMH, BNERKMH, MELKDMH,
KULVG1 MELRKMH, NOURRMH, PERKKMH, PERRKMH,
- AUSTRALIA/
NEW ZEALAND SYDKKMH, SYDRKMH
AUHRRMH, BAHRRMH, BEYRKMH, CAIRRMH,

ALL RESERVATIONS/
028 DAMRRMH, DOHRRMH, DXBRKMH, ISTRRMH,
TICKETING OFFICES KULVH1 JEDRKMH, KWIRRMH, MCTRRMH
- MIDDLE-EAST
ALL RESERVATIONS/ 029 DURRRMH, CPTRKMH, JNBRKMH, MLERKMH,

TICKETING OFFICES KULVI1 MRURKMH,
- SOUTH AFRICA

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 13 – SPECIAL MEAL REQUEST
13 Children Meals
13.1 Baby Meal – BBML
This consists of two baby strained meat and vegetables, one baby strained
dessert and one baby juice. All foods prepared will be from fresh
fruits/vegetables with as little sugar added as possible. A request can also be
made for commercial products such as Gerber or Heinz to name a few.
13.2 Child Meal – CHML
These will be given automatically for unaccompanied minors under 12 years but
a special request is necessary for children traveling with their parents. A smaller
portion of foods most a dored by children will be served. Refreshment provided
will give the same calorie value as a main meal for MAS cares and is committed
to provide healthy meals for your children.
13.3 Medical Meals
13.3.1 Diabetic Meals – DBML
This menu is devised by a nutrition expert to include the same foods as normal
diet but is limited in concentrated sugars, fats and salt. This is suitable for both
non-insulin dependant and insulin dependant diabetics for it contains complex
carbohydrates and an increased amount of fiber.
13.3.2 Gluten – Free Meal - GFML
These meals are exclusively designed for those who cannot tolerate gluten in
their diet, Foods made with gluten – containing grains such as wheat, rye, oats
and barley are eliminated from this diet to prevent damage to the intestinal tract
of patients with diseases such as celiac disease and non-tropical spruce.
13.3.3 Low Fiber Meals - LOML
These meals are prescribed for people who have a disorder of Purine
metabolism. Since people with this disorder produce 3 to 15 times the normal
uric acid pool, that have a high purine content are restricted while those with
moderate Purine are used sparingly.
13.3.4 Bland Meal – BLML
This diet consists of foods that are tender but not ground or pureed. Whole
meats, cooked vegetables and fruits of moderate fiber content will be included in
the meals. Highly seasoned, fried or raw foods are not well tolerated and are
therefore excluded form this menu.

Date : 01JUL2009
Revised Date :-
13.3.5 Low Purine Meal – PRML
These meals are prescribed for people who have a disorder of the purine
metabolism. Since people with this disorder produce 3 to 15 times the normal
uric acid pool, foods that have a high purine content are restricted while those
with moderate purine are used sparingly.
Non Lactose Meal (No Milk/No Dairy) - NLML
No milk or dairy products will be included in these meals to prevent diarrhea and
abdominal pain, which are the common symptoms for lactose in tolerance
condition. Substitutes such as coffee rich, milk-free baked good, mochamix, nut
milk and several other foods will be added to enhance flavour and nutrient
contents of the meals.
Seafood Meal – SFML
This meal will not include any meat or poultry. All kinds of fresh seafood are
available and will be served with vegetables and potatoes, bread or rice. This is a
western style meal.
13.4 Religious Meals
13.4.1 Kosher Meals – KSML
These are prepared according to Jewish law. The food catered by us or other line
stations are closely monitored to ensure that they abide to Jewish law.
13.4.2 Muslim Meal – MOML
These meals will not contain any pork, bacon, ham or alcohol in any form. All
poultry and meats that are used will have be slaughtered and cooked according
to HALAL rules. Foods catered by line stations are closely monitored by MAS
that they abide to the Muslim rules.
13.4.3 Hindu Meal – HNML
An Indian style meal. No beef or veal in any form will be used but other meat
such as poultry or seafood may be served. For a strict follower of Hinduism, a
vegetarian dish is available. For details refer to Indian vegetarian
“ AVML” – Indian.

Date : 01JUL2009
Revised Date :-
13.5 Health Meal
13.5.1 Low Sodium Meal (No Salt Added) - LSML
These meals are prepared especially for those who have heart problems,
hypertension, kidney problems or edema *fluid retention*. No salt is used during
preparation and foods containing added salt are avoided. All foods are prepared
from fresh, frozen or specially
processed low-sodium canned foods. Glutamate are also exclused from this diet.
Seasonings and spices will be used to enhance flavours.
13.5.2 Low Cholesterol Meal (Low Fat) - LFML
This diet is for those with heart problems, gall bladder or liver disorders and will
not include animal products that are high in cholesterol such as egg yolks and
organ meats. All other products that have cholesterol such as milk, meat and fat
exchange * mayonnaise, salad dressing * will be used in a limited amount.
13.5.3 Low Calorie Meal - LCML
This meal is suitable for those trying to cut down on calories. The maximally
restricted diet will have 100 grams carbohydrate and 0.8 to 1.2 grams protein/kg
ideal body weight. Fat and sugar will be restricted to make up a weight-reducing
diet of 1200 calories. The meals are nutritionally balanced in carbohydrate,
protein, fat, vitamins and minerals.
13.5.4 Low Protein/Potassium Meal - LPML
This diet is prescribed for people with some form of liver or kidney diseases. This
diet will be low in protein with no added sodium. At least 75% of the protein
supplied in this diet will be of high biological value * HBV * or complete proteins
to assure that the essential amino acid requirements are met. Potassium content
of foods will be closely monitored.
High Fiber Meal – HFML
This diet high on dietary fiber such as starches/bread, vegetables and fruits. The
meals will increase roughage in the intestinal tract and are low in calories.
13.6 Vegetarian Meals
Western Vegetarian – Lacto Ovo – VLML
This is also known as Ovo-Lacto Vegetarian. It does not include meat or seafood,
but does have dairy products such as butter, cheese, milk, ice cream and eggs.
This meal is specially planned to provide the required energy and nutrients and is
balanced in its carbohydrate, protein and fat contents.

Date : 01JUL2009
Revised Date :-
Western Style Vegetarian (Strict Vegetarian) – VGML
This is also known as Vegan. It does not include any meat, seafood, poultry or
dairy products. This menu is consist of assorted vegetables from various groups
to provide a balanced diet. Examples of the vegetables used are green leafy,
flowering seed, root, stalk, fruit and bulb vegetables.
Asian Vegetables (Indian Style) – AVML

This is a vegetarian meal cooked in an Indian style and does not include any
meat, egg, seafood, poultry or dairy products such as milk, cream and cheese.
30 % of the diet is composed of legumes or beans to provide sufficient protein.
Raw Vegetables Meal – RVML
This is a special meal prepared with only fresh raw vegetables it does not include
meat or seafood, but does have diary products such as butter, cheese, milk, ice
cream and eggs. This meal is specially planned to provide the required energy
and nutriens.
13.6.1 Vegetarian Meal Requests On The Indian Routes
To avoid passengers not having their preferred meal request onboard, due to the
wrong meal type request, staff must specify the type of vegetarian meal required
i.e.
 AVML – Asian Vegetarian Indian Style

 VGML – Western Vegetarian
It is always mistaken that VGML * Western vegetarian * is for Indian passengers

when actually the required meal is AVML * Asian vegetarian *.
It is imperative that staff check with passenger the type of vegetarian meal and
request accordingly.
13.7 Special Meal Request with Seat Selection
Any special meal requests by passengers on MH services, staff must ensure that
passengers have their preferred seats booked and confirmed before request is
made.
The above is required to provide better and more efficient meal distribution by the
catering staff and cabin crews especially for passengers with special meals
requests.

Date : 01JUL2009
Revised Date :-
If passengers do not have seat selection made for them, staff are to offer and
make reservation for their preferred seats accordingly before accommodating to
any special meals requests to be update in the PNR.
Failure to do so will result in passengers not having his requested special meal
served for him on board.
13.8 New Child Meal – CHML
The new CHML features new seats of menu the will be changed on a monthly
basis.
It is based on the concept of a wholesome of fun. Wholesome as all the main

course considers the balance of nutrients such as carbohydrate, protein and fat.
Fun as it is also giving a treat to the children with the inclusion of chocolate bar,
jelly and potato chips. The child meal is available for children between 2 to 12
years old.
Infant requiring CHML – Under 2 years –
Infant who requiring the CHML should be requested under the mother or parent
name with the optional description to indicate the * INF * and the infant name.
Entry: SSR: ALL CHML MH NN1/P2
This is to enable catering to verify if the mother or parent also requiring a special
meal.
Availability
This meal is available (effective 14 February 2005) for all meal sectors flight ex-
KUL inclusive of double catering sectors catered by KUL.
For ex stations, it is also available but the packaging will not be as per what we
have out of KUL and it is status quo as per current practice.
13.9 Seafood Meal – SFML – REQUEST
In order to be consistent on the delivery of SFML at stations and KUL please be

informed that Malaysia Airlines will honor this request system wide for
FRCL/BSCL and EYCL where applicable effective 14 august 2001.
However, the request of special meals is still on medical religious grounds only.

Date : 01JUL2009
Revised Date :-
13.10 Group Meal Request
Special meal request based on religious/medical ground for passengers booked

in a group under Group PNR will now have to be requested specifically to the
individual passenger name.
Special meal request should not be booked against the corporate name,
Example:
GN:20FOLLOW/TOUR
Entry : SSR: ALL AVML MH NN20

| | | |
1 2 3 4
1. For all segment booked

2. Special meal type
3. Airline code
4. Total passengers
Group passengers which need to request different special meal to part of the
passengers in the group, meal must be booked individually.
The requirement to implement the above procedures is due to the new catering
system.
This new catering system is now interfaced with SITA which will takes the
individual names and seat number if assigned.
This will allow cabin crew to facilitate meal distribution more efficiently. Currently
the names captured are by the group corporate names.
13.11 Avoiding Duplicate Meal Request
Only one meal request is permitted for same passenger on same flight and same
date. Do not make any duplicate meal bookings as this can cause a discrepancy
in the catering meal count leading to wastage of special meals or depriving other
passengers of their normal meals on flight.
13.12 Meal Request on Codeshare Services and Other Airlines
Requests of Muslim meal -MOML- will have to be requested for Muslim

passengers who are booked on other airlines including our codeshare services
operating by partner carrier. Flights operating by our codeshare partner under the
codeshare

Date : 01JUL2009
Revised Date :-
agreement can be determined as having the following features in an availability

display:
 The airline designator will still be MH even though the sector is operated by
the codeshare partner carrier.
 The flight number will be in four digits beginning with the numeric series -9-
eg. 9999
 The fact item immediately shown below the air segment will describe the
codeshare flight as well as the actual airline operating the segment .
Example Entry: AVAMSKUL21JUN
Response:
MH 9017 /CR DR JR SU21JUN AMSKUL 2055 1500+1 777 0 M E

K4 W4 Y4 H4 Q4 B4 M4 LR V4 S4
MH/TG Code Share Sectors
Meal uplifted on TG codeshare operated flights i.e. TG415/416

TG419/420/TG429/430 TG425/TG426 are prepared “HALAL”.

Date : 01JUL2009
Revised Date :-
13.13 Special Meals Codes
The following are the types of special meals available.
Medical or Therapeutic Meals/Others

Code Description
BLML BLAND MEAL/SOFT MEAL
DBML DIABETIC MEAL
GFML GFML - GLUTEN FREE MEAL
HFML HIGH FIBRE MEAL
LCML LOW CALORIE MEAL
LFML LOW CHOLESTEROL/LOW FAT MEAL
LPML LOW PROTEIN MEAL
LSML LOW SALT MEAL
NLML NON LACTOSE MEAL
PRML LOW PURINE MEAL
FPML FRUIT PLATTER MEAL
ORML ORIENTAL MEAL-NON VEGETERIAN MEAL
SFML SEAFOOD MEAL

Date : 01JUL2009
Revised Date :-
13.14 Meal Request Which Are Not To Be Entertained
On short-haul or domestic routes, do not make any requests as only refreshment

is served. Special requests such as Caviar, Chicken Tikka, Don Perignon are
strictly not to be entertained.
Important notice:
Any other special requests e.g. Peanut not to be served on the entire cabin
section shall not be accommodated. Therefore, do not accept such passenger
for travel on MH services.
To prevent any mishandling or complaint, you are reminded that all meal
requests must be registered correctly in PNR as shown in the various examples
above.
Any request of Special Meal under “SPML” must be approved by catering

department Sita Telex: KULHHMH before confirming to passenger.

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 14– COUNTRY REGULATIONS, CIQ
AND CURRENCY CONTROL
SECTION 14 – COUNTRY REGULATIONS, CIQ AND CURRENCY CONTROL
14 Country Regulations
14.1 Administrative Fine – Philippines
The fine of Five Thousand Pesos (PHP5000.00) which was charged by the
Philippines Immigration Department as an administrative liability to deter the
landing of undocumented or improperly documented aliens into the Philippines
has been increased to Fifty Thousand Pesos (PHP50000.00).
All passengers must be briefed that for travel into the Philippines, they are
required to be in possession of a valid passport and visa including a
return/onward ticket required for the next destination. This has been clearly
stated in the TIMATIC.
Non-compliance with the above will result in MH being liable to the above fine
and will have to bear the transportation expenses of the passenger back to the
country of origin.
14.1.1 Immigration Fines at Philippines International Airport
The three main causes that may incur unnecessary cost to the airline are
identified as follows:
 Unaccompanied minor traveling without biological parents, e.g. UM holding

Malaysian Passport traveling with aunty;
 Nil onward/return ticket, e.g. passenger holding British Passport with no

return ticket, e.g. MNL/KUL/MNL with no onward connection ex MNL or the
subsequent return MNL/KUL. Any foreigner besides holding a working permit
must hold onward/return ticket out of Manila/Philippines.
 Nil entry Visa, e.g. passenger holding People Republic of China Passport
with nil Visa into Philippines.
14.1.2 Travel Requirement
Following are the travel documents stipulated by the Philippines Immigration.

Stations are reminded that non compliance with the requirements will result to
passenger mishandling and the remittance of fines imposed to the stations
responsible.

Date : 01JUL2009
Revised Date :-
14.1.3 Holders of expired foreign passport
Arriving foreign nationals whose passport is valid for a period of less than sixty
(60) days, maybe allowed admission, provided:
 They must have their embassy/consulate in the country, to enable them to

extend or revalidate their passport, or secure new passport, or travel
document, if necessary.
 Their intended period of stay in the Philippines should not be more then the
length of time left on the validity of their passport and they comply with
other existing immigration requirements for entry or aliens.
14.1.4 Expired permit to re-enter the Philippines
Arriving foreign nationals who are Permanent Resident and holders of permit to
re-enter the Philippines which have expired for not more than thirty (30) days
maybe allowed to have their re-entry permit revalidated at the main office
provided holder have not been out of the country for more the one (1) year.
Suspension by the President on the implementation of Bureau of

Immigration Law Instruction Number-99-001.
The implementation of The Bureau of Immigration Law instruction number-99-

001 has been suspended immediately until such time when problems relating
to its enforcement have been minimized if not totally resolved. The
authentication of foreign document by the Philippines Consulate/Embassy is
not required anymore.
The Philippines Immigration will admit all minors below fifteen (15) years old,
unaccompanied by nor coming to a parent, unless there are other legal
impediments to their admission, provided the following documents are
submitted to The Bureau within three (3) days from admission:
 Affidavit of request, consent and guaranty by either parent or legally

appointed guardian of the child naming therein the person who will be
accompanying the child to the country.
 Birth certificate of the child and
 Clear photocopy of the data page of the child/s passport.
The Philippine Immigration will hold the passport of the concern minor and
immediately transmit the same to the office of the commissioner which shall
release same to his guardian as soon as Waiver of Exclusion Ground (WEG) is
secured and the fees are paid for.
Failure to the concerned minors to comply with the above-stated requirements
within the said period shall cause their admission status to be cancelled ad
their names included in The Bureau/s blacklist.

Date : 01JUL2009
Revised Date :-
14.2 Country Immigration Regulations – Australia
Proof of Identity Required for Australian Domestic Passengers Travelling

on Domestic Sectors of International Flights
Domestic passenger travelling on domestic sector of International flights will be

required to produce identity documents which are in force and contain a
photograph and full name of the person. Acceptable identity documents will
include:
 A passport issued to the person in the form in which it was issued
or
 A motor vehicles driver/s license issued under
or
 A document issued by the Commonwealth, or a state or territory, or by an

authority of the Commonwealth, or a state of territory, that identifies the
person
or
 A aviation security identity card issued by the operator of the aircraft or the
operator of an airport in Australia.
14.3 Country Immigrations Regulations - Malaysia
Proof of Identity for Domestic Passenger Travelling Within Peninsular

Malaysia and Within Sabah/Sarawak
Passenger traveling on Malaysian Domestic sectors, i.e. for travel within

Peninsular Malaysia and within Sabah/Sarawak will be required to produce
identity documents which contains the full name and photograph of the bearer
(for child/infant to produce birth certificate) upon request by the airline staff at
the boarding gate.
This is to verify that the name sown on the boarding pass is as per the actual
ticket holder. The above policy will be enforced at all airports in Malaysia.
In order to comply with the above requirement, all Reservations/Ticketing Staff
must be ensure that all the time of creating a PNR in the reservations system,
the names/s entered must be as per the passenger passport/identity card/birth
certificate.
Following are document/s acceptable for verification:-

Date : 01JUL2009
Revised Date :-
 A Passport issued to the person
 Identity Card ( IC )
 A Motor Vehicles Driving License
 Employee Security Identity Card
 Credit Card with Photograph
 Birth Certificate for child and infant
14.3.1 Visa on Arrival For Passenger Ex Chennai
Visitor from Chennai, India are advised to apply for their visas at the Malaysia
Consulate in Chennai prior to visiting Malaysia.
For more information, please contact:

Address : Arihant Nitco Park
90 Dr Radhakrishnan Salai
Mylapore
Chennai – 600 004 India
Telephone : Resvn – 091 421 999 99

Admin/Sales/Cargo – 091 421 919 19
Fax : 091 421 992 99
14.3.2 Malaysia Abolished Visa on Arrival
Malaysia Government has abolished Visa On Arrival (VOA) scheme for 27

countries, among the countries are India, Afghanistan, Sri Lanka and Pakistan
with effect from 01August2008.
The Deputy Immigration Director-General of Malaysia has issued a formal

decision addressing the changes in the VOA policy and setting the
implementation date effective 01August2008.
Passport holders of the following countries must obtain a visa before entering
Malaysia.
 National of African Countries:
- Angola - Ethiopia
- Burkina Faso - Guinea – Bissau
- Burundi - Ghana
- Cameroon - Liberia
- Mali - Central African Republic
- Cote D Ivoire - Mozambique
- Republic Congo - Niger
- Nigeria - Democratic Republic of Congo
- Djibouti - Rwanda
- Equatorial Guinea - Western Sahara
- Eritrea

Date : 01JUL2009
Revised Date :-
 Nationality Of Afghanistan
 Nationality Of Colombia
 Nationality Of India
 Nationality Of Israel (Visa denied w/out prior approval in Malaysia)
 Nationality Of Pakistan
 Nationality Of Republic Of Montenegro
 Nationality Of Republic Of Serbia
 Nationality Of Sri Lanka
The above nationalities of normal passport holders planning to travel to

Malaysia from 01August2008 will have to obtain a proper visa prior to arrival in
Malaysia from the Consulate General Of Malaysia or from The High
Commission Of Malaysia in their respective countries.
All international visitors who would like to transit Malaysia and want to apply for
VOA must be fulfilled certain requirements as below:
 Must use Visa Application Form IM.47-PIN.1/97
 The VOA will be specifically for tourist purpose only and valid for a duration
period of fourteen (14) days
 Visitor must hold confirmed onward/return flight ticket (E-TKT)
 Visitor must state their Malaysia address of stay for record purposes. This
is a mandatory requirement. Incomplete applications will not be considered.
 Visitor must have a sponsor in Malaysia (relative, organization, registered

travel agents, etc)
 Biographical page of travel document (passport) will be scanned for a

security purposes and confirmation of application information.
 The VOA facility will only be available at the following International

Gateways:
- Kuala Lumpur International Airport (KUL) Sepang

- Penang International Airport (PEN) Penang
- Senai International Airport (JHB) Johor
- Kuching International Airport (KCH) Kuching
- Kota Kinabalu International Airport (BKI) Sabah
Date : 01JUL2009
Revised Date :-
- Sultan Abu Bakar Complex Tanjung Kupang Johor
 VOA fee is MYR100.00.
Those visitors who would like to visit Malaysia in group tour will be given Social
Visit Pass up to 14 days only instead of 30 days which previously granted.
The above information has been updated in TIM September, TIMATIC and
www.timaticweb.com to reflect the changes.
14.4 Country Immigration Regulations – Turkey
Saudi Diplomats Visa to Enter Turkey
General Authority of Civil Aviation of Saudi Arabia issued a circular to all

airlines, stating that any Saudi Nationals holding Diplomatic Passport should
obtain entry visa prior to arrival into Turkey to avoid sending them back on
same flight.
14.5 Country Immigration Regulations – South Africa
Transit Visa Exemption for PRC Passport Holders – South Africa
In view of clearing the rest of MH booked, PRC passengers returning without

transit visa for South Africa, the department of Home Affairs South Africa has
given an authority of special arrangement that MH can uplift and carry PRC
passenger to EZE vice-versa without a transit visa provided the passengers will
remain on board and not enter the transit areas. In case of JNBAP option is
given by the authority either to disembark and make use of the departure
lounge during transit or remain onboard.
This action is effective immediately and will remain in effect until

15January2006.
This special arrangement is given only for nationals of the Peoples Republic of
China (PRC).
New booking of PRC passengers and the rest of the nationals listed in the CSN
206.05 dated 09/12/05 are still abiding by the transit visa requirements effective
on 01December2005.

Date : 01JUL2009
Revised Date :-
14.6 Travel Document Requirement in PNR
14.6.1 Passport Information
All Malaysia Airlines operating flights into the USA/South Korea/Japan/New

Zealand/Australia and China are to input passport information in the PNR. The
United States/Korean /Japanese/New Zealand/Australian and Chinese
authorities requiring airlines to provide passport (PSPT) information of
passengers and crew prior to arrival.
All flights into USA/Korea/Japan/New Zealand/Australia and China are required

to transmit an API-Advance Passenger Information to their immigration
authorities.
This is a mandatory requirement imposed by USCS (USA Custom And

Immigration/Australian/Japanese/Korea/New Zealand and Chinese authorities).
Therefore with immediate effect all USA/Korea/New Zealand/Australian/Japan

and China bound passengers must be advised to provide passport details
when issuing their tickets.
14.6.2 Reservations/Call Centre Staff Action
When effecting booking always request following:
 To request the correct name as it appears in the passport.

 To effect the reservation
 To advice passenger to bring along the passport when purchasing ticket.

 To indicate in remarks:
RMK: HV ADV PAX TO BRING PSPT TO TKT CTR/HH/21SEP
14.6.3 Ticketing Staff Action
When issuing ticket, staff must ensure to perform the following:
 Retrieve the booked PNR.

 To request for passenger passport.
 To enter the passport details as follows:

Date : 01JUL2009
Revised Date :-
Entry:
SSR:PSPT MH HK1/P1234567/MY/21SEP85/HASLINA/ABDKARIM/F/P1
A B C D E F G
Note:
A - Standard SSR information

B - Passport number
C - Country code
D - Date of birth
E - Passenger name in the passport
F - Gender
G - PNR associated name
Response:
14.6.4 Various Guidelines for (PSPT) SSR entry
 Passport without date of birth.
Host Airline –MH-
SSR:PSPT MH HK1/P1234567/MY//HASLINA/ABDKARIM/F/P1
Left space or blank due date of birth not available

where components of passport information are not provided

Date : 01JUL2009
Revised Date :-
Response:
Other Airlines
SSR:PSPT UA HK1/P1234567/MY/HASLINA/ABDKARIM/F/P1
Airline Code
Response:
 Passenger Travelling with Infant
Host Airline – MH
SSR:PSPT MH
HK1/P1234567/MY/21SEP85/HASLINA/ABDKARIM/F/H/P1
Indicate primary passport holder

Date : 01JUL2009
Revised Date :-
SSR:PSPT MH HK1/P7654321/MY/01OCT09/EIRIN/EMIRAMISS/FI/P1
Airline Code Female infant
Response:
Other Airlines
SSR:PSPT NW HK1/P1234567/MY/21SEP85/HASLINA/ABDKARIM/F/H/P1
Airline Code Indicate primary passport holder
SSR:PSPT UA HK1/P7654321/MY/01OCT09/EIRIN/EMIRAMISS/FI/P1
Airline Code Female infant

Date : 01JUL2009
Revised Date :-
Response:
 Infant Travelling on a Portion of The Trip and No Seat Booked
Host Airline – MH –
SSR:PSPT MH HK1/P1234567/MY/21SEP85/HASLINA/ABDKARIM/F/ H /P1
SSR:PSPT MH HK1/P7654321/MY/01OCT09/LILY/KHUSAILY/MI.BABY HYPERACTIF/F1/P1
Airline Code Additional

information
Response:

Date : 01JUL2009
Revised Date :-
Other Airlines
SSR:PSPT UA HK1/P1234567/MY/21SEP85/HASLINA/ABDKARIM/F/H/P1
SSR:PSPT UA HK1/P7654321/MY/01OCT09/LILY/KHUSAILY/MI.BABY HYPERACTIF/F1/P1
Airline Code Additional

information
Response:

Date : 01JUL2009
Revised Date :-
 Passport with more than one passenger travelling
14.6.5 New SSR Codes for Advanced Passenger Information System (APIS)
Background
Due to increased security procedures in airlines industry, new measures have

been introduced to enhance the way advanced passenger data is collected.
This take the form of three new special service requests –SSR- :SSR DOCS,
SSR DOCO and SSR DOCA which are collectively known as the advanced
passenger information system or in short –APIS-.
Although it is stated that this information exchange as bilaterally agreed

between carriers, airlines operating into United States/Canada/Australia/New
Zealand/Korea/Japan and China are required to provide such information to the
respective country customs authority.
Justification
To receive and input SSR DOCS, SSR DOCO and SSR DOCA information in
compliance with the mandatory requirements of the United
States/Canada/Australia/New Zealand/Korea/Japan and China customs
authorities.
System Specification
 The three SSR elements DOCS, DOCO and DOCA will be for each
individual passenger using the non-automated format.
 This information is also required for capture in the PNR as well as in the
PNL/ADL, PNI and PBI listing
 Airline code (YY) is not permitted.

Date : 01JUL2009
Revised Date :-
Explanation of the Keywords
 SSR DOCS: For primary travel document information such as passport

data or national identity card.
 SSR DOCO: For secondary travel document information such as visa
information, or to provide the passengers place of birth.
 SSR DOCA: For the passengers home/residential address or the
passenger/s destination address.
SSR DOCS (primary travel document information-passport data or national

identity card)
Construction rules and sequences of components (non-automated format)

An oblique */* is inserted between each of the elements following the status
code. Where the components of the documents information are not provided,
an oblique */* is inserted to indicated an element is missing. This is not required
when no further components are provided.
Note:
For station where the airport SDCS system cannot support the New APIS
entry, the old APIS format entry can still be used by staff to update the passport
information.
14.6.6 SSR DOCS

Primary Travel Document Information (Passport Data or International Identity
Card
 Construction rules and sequences of components (non automated format).
I.An oblique */* is inserted between each of the elements following by the
status code, where the components of the documents information are not
provided, an oblique */* is inserted to indicated an element is missing.
This is not required when no further components are provided.
For Single Passenger
Mrs. Sanjay Sunjay Sugen is travelling with an American Identity Card number
S1234567
Exam ple:
SSR:DOCS MH HK1/ P/USA/S1234567/USA/21SEP75/F/21JAN10/SANJAY/SUNJAY/SUGEN
A B C D E F G H I J K L

Date : 01JUL2009
Revised Date :-
A - Airline Code
B - Status Code
C - Travel Document Type (I – Identity)
(P – Passport)
D - Travel Document issuing country/state

E - Travel Document number
F - Passenger Nationality
G - Date of Birth
H - Gender of Passenger (F – Female)
(M – Male)
(FI – Female Infant)
(MI – Male Infant)
(U – Undisclosed Gender)
I - Travel Document Expiry Date

J - Travel Document Surname
K - Travel Document First Given Name
L - Travel Document Second Given Name
Response:
14.6.7 For Multi Passenger (Primary Passport holder, include letter –H-)
Multi passenger passport, passenger Ms Norhafizah Ahmad with New Zealand

Passport number P7654321, is travelling in the company of an infant Miss
Norhana Ahmad.
Example: (To indicate travelling with Infant)

Date : 01JUL2009
Revised Date :-
SSR:DOCS MH HK1/P/NZL/P7654321/NZL/15MAR72/F/21SEP10/AHMAD/ZULKIFLI/NORAFIZAH/ H/
A B C D E F G H I J K L M
SSR:DOCS MH HK1/ I/ NZL/P7654321 / NZL/15MAR08/FI/21SEP10/AHMAD/ZULKIFLI/NORHANA
A B C D E F G H I J K L
A- Airline Code
B- Status Code
C- Travel Document Type (I – Identity)
(P – Passport)
D- Travel Document issuing country/state
E- Travel Document number
F- Passenger Nationality
G- Date of Birth
H- Gender of Passenger (F – Female)
(M – Male)
(FI – Female Infant)
(MI – Male Infant)
(U – Undisclosed Gender)
I- Travel Document Expiry Date
J- Travel Document Surname
K- Travel Document First Given Name
L- Travel Document Second Given Name
M - If Multi-Passenger Passport and this SSR is for the primary
passport
Holder include letter –H-

Date : 01JUL2009
Revised Date :-
Response:
14.6.8 SSR DOCO

Other/Secondary Travel Document Information- Visa Information
 Construction rules and sequences of components (non automated format)

An oblique ( / ) is inserted between each of the elements following the
status code. Where the components of the document information are not
providing, an oblique ( / ) is inserted to indicate an element is missing. This
is not required when no further components are provided.
Requiring Visa Document
A passenger Ms Haslina Abd Karim is requiring Visa Document for this PNR.
Example:
SSR:DOCO MH HK1/ AMBER HILL GBP/V/S1234567/LONDON/21SEP03/USA
A B C D E F G H
A - Airline Code
B - Status Code
C - Passenger/Crew Place of Birth
D - Travel Document Number (V – Visa)
E - Visa Document Number
F - Visa Document Place of Issue
G - Visa Document Issue Date (DD/MM/YY)
H - Country/State for which the visa is applicable

Date : 01JUL2009
Revised Date :-
Response:
14.6.9 Indicating Place of Birth
A passenger indicating they were born in Amber Hill United Kingdom
Example:
SSR:DOCO MH HK1/AMBER HILL GBR
A B C
Explanation of Entry:
A - Airline Code
B - Status Code
C - Passenger Place of Birth
Response:

Date : 01JUL2009
Revised Date :-
14.6.10 Travelling with Infant
A passenger travelling with infants – passenger Greys/Shida with Visa Number

9876543 is traveling in the company of infant Greys/Suzykhusaily (not
occupying seat) with Visa Number 9123456
Example:
SSR:DOCO MH HK1/AMBER HILL GBR/V/9876543/LONDON/21SEP03/USA

SSR:DOCO MH HK1/AMBER HILL GBR/V/9123456/LONDON/21SEP03/ USA/ I
A B C D E F G H I
A - Airline Code
B - Status Code
C - Passenger Place of Birth
D - Travel Document Type (V – Visa)
E - Visa Document Number
F - Visa Document Place of Issue
G - Visa Document Issue (DD/MM/YY)
H - Country/State for which the Visa is applicable
I - Infant indicator (I – Indicator)
Response:

Date : 01JUL2009
Revised Date :-
14.6.11 SSR DOCA
Passenger Address Information
 Construction rules and sequences of components (Non automated format).

An oblique */* is inserted between each of the elements following the status
code. Where the components of the document information are not
provided, an oblique */ Is inserted to indicate an element is missing. This
is not required when no further Components are provided.
The city elements must be provided and should be identified using the full city
name given that border control authorities will require full city names.
The following elements must be provided if available address details,

state/province/country (should be identified using ISO3166-2 country sub-
division code or as free text, zip code/postal code.
14.6.12 Passenger/s Residence Address
A passenger/s residence address (type of address-r) is 1160 Smith Street,

Houston, Texas 77001, United Stated Of America.
Example:
SSR:DOCA MH HK1 / R / USA / 1160 SMITH STREET/HOUSTON/TEXAS/77001
A B C D E F G H
Response:

Date : 01JUL2009
Revised Date :-
14.6.13 Passenger Destination Address:
The destination address (type of address – D ) For a passenger is Holiday Inn

Arlington USA
Example:
SSR:DOCA MH HK1 / D / USA / HOLIDAY INN / ARLINGTON
A B C D E F
A- Airline Code
B- Status Code
C- Type of destination (D – Destination )
( R – Residence )
D- Country with 3 ISO Code
E- Address details
F- City
G- State/Province/Country
H- Zip code/Postal code
Response:

Date : 01JUL2009
Revised Date :-
14.6.14 Passenger/s Traveling with Infant
A passenger traveling with infant – passenger Ms John Eirin whose

destination address is Holiday Inn Houston USA is traveling in company of
infant Miss John/Emira (not occupying seat) whose destination address is
1600 Smith Street Houston Texas 7001 USA.
Example:
SSR:DOCA MH HK1 / D / USA / HOLIDAY INN / HOUSTON / TEXAS / 77001

SSR:DOCA MH HK1 / D / USA / HOLIDAY INN / HOUSTON / TEXAS / 77001 / I
A B C D E F G H I
A - Airline Code
B - Status Code
C - Type of destination (D – Destination )
( R – Residence )
D - Country with 3 ISO Code
E - Address details
F - City
G - State/Province/Country
H - Zip code/Postal code
I - Infant Indicator
Response:

Date : 01JUL2009
Revised Date :-
14.7 Currency Restriction - Malaysia
14.7.1.1 Payment in SGD by KULCC/KCHCC
Kuala Lumpur and Kuching Call Centre is able to accept Tele-payment sales in
Singapore Dollars (SGD) for point of sales Singapore under SOC 32392942.
All queries pertaining to ticket issuance using SOC 32392942 re to be sent to

telx address KULRQMH and KULROMH for further actions.
Note:
Kuala Lumpur and Kuching Call Centre will only PERFORM (SGD) Tele-
payment transactions it will be in Malaysia Ringgit and refund process will be at
SINMH Ticket Office.
14.7.2 Government of Malaysia - Currency Control
Malaysian Government Exchange Control Measures on The Import and Export

of Currency Notes by Travellers
Under the Exchange Control of Malaysia notice/ECM 13/ enforced on

1September1998, the following amounts of Currency Notes, defines to include
Currency Notes and Traveller Cheques, are allowed into and out of the country.
Import Of Currency Notes
 For Non-Resident Travellers
A non-resident traveller visiting Malaysia is permitted to carry with him/her

any amount of Foreign Currency Notes and Travelers Cheque,
denominated in foreign currencies, but it is required to the declare to the
authorities the amount of Foreign Currency Notes and Travelers Cheques
carried y him/her into Malaysia.
A non-resident traveller visiting Malaysia is permitted to carry him/her

Ringgit Currency Notes up to RM1000 only.
 For Resident Traveller
A resident traveller returning to Malaysia is permitted to carry with him/her

any amount of Foreign Currency Notes and Travellers Cheques
denominated in Foreign Currency.
A resident traveller returning to Malaysia is permitted to carry with him/her


Date : 01JUL2009
Revised Date :-
14.7.2.1 Export Of Currency Notes
For Non-Resident Traveller
A non-resident traveller leaving Malaysia is permitted to carry with him/her

Foreign Currency Notes and Travellers Cheques denominated in Foreign
Currency up to the amount brought into Malaysia.
A non-resident traveller leaving Malaysia is permitted to carry with him/her

For Resident Traveller
A resident traveler leaving Malaysia is permitted to carry with him/her

Traveller Cheques denominated in Foreign Currencies and Foreign Currency
Notes up to the equivalent or RM10000.
A resident traveller leaving Malaysia is permitted to carry with him/her Ringgit

Currency Notes up to RM1000 only.
Under The Exchange Control ACT,1953 A Resident is Defines As:
 A citizen of Malaysia, including a person who has obtained Permanent

Resident status outside Malaysia bit is residing in Malaysia.
 A non-citizen of Malaysia who has obtained Permanent Resident status in

Malaysia and is residing in Malaysia.
A Non Resident is Defines As:
 Any person other that resident.
 A Malaysian citizen who has obtained Permanent Resident status outside

Malaysia and is residing outside Malaysia.
Any person who needs to carry Ringgit Notes, Foreign Currency Notes and
Traveller Cheque in excess of the permitted amounts will have to seek prior
written approval from:
Head of Department
Balance of Payments Department
Bank Negara Malaysia
Jalan Dato Onn
50480 Kuala Lumpur

Date : 01JUL2009
Revised Date :-
14.7.2.2 Procedures:
For Resident Traveller
As a general rules, residents are not required to make a declaration if they

are carrying Currency Notes within the permitted limits. If they are carrying
Currency Notes in excess of the permitted limits, they are required to
complete a – Travellers Declaration Form – for submission to the Immigration
Officer at all entry/exit points in Malaysia. To facilitate Immigration clearance,
such travelers ought to have obtained prior exchange control approval from
the balance of payments department of Banks Malaysia.
For Non-Resident Traveller
All non-resident travelers including a child are required to complete and

submit a – Travellers Declaration Form - to the Immigration Officer at the
point of entry, indicating the amount of Foreign Currency Notes and
Travellers Cheques in their possession, including Ringgit Notes in excess of
RM1000. The –Travellers Declaration Forms- will be endorse and attached to
the non-resident travelers passport, to enable the non-resident traveler to
declare on the same form the amount of Foreign Currency Notes and
Travellers Cheques and Ringgit Notes in his possession at the time of
departure. If this exceeds the amount brought in, prior approval of the
Controller of Foreign Exchange is required.
To enable travelers to familiarize themselves with the new procedures, the

requirement to complete a –Travellers Declaration Form- will be implemented
progressively, starting with departures from the Kuala Lumpur International
Airport (KLIA) from 15September1998 and extending to Penang, Langkawi,
Kuching, Kota Kinabalu, Johor Baharu, Padang Besar, Bukit Kayu Hitam and
Rantau Panjang on 21September1998. By 01October1998, the requirement
to complete the –Traveller Declaration Form- by both incoming and outgoing
travelers will be extended to all the 34 major entry/exit points in the country.
Consequences of Non-Declaration
With the enforcement of ECM, the importing and exporting Ringgit Notes,
Foreign Currency Notes and Travellers Cheques in excess of the permitted
limits is an offence under the Exchange Control act 1953.The unapproved
excess amount of Ringgit Notes, Foreign Currency Notes and Travellers
Cheques is liable to seizure or forfeiture, and even prosecution.

Date : 01JUL2009
Revised Date :-
14.7.2.3 Information on Travellers Declaration Form
The Travellers Declaration Form is applicable to:
 All Non-resident travelers
 Resident travelers carrying Ringgit Notes exceeding RM1000 into and out
of Malaysia
 Resident travelers carrying out of Malaysia Foreign Currency and Travellers

Cheques exceeding the equivalent of rm1000.
Notes:
If not fall in the above categories, please make a verbal declaration to the
Immigration Officer.
What to do with TDF:
On Arrival:
 Complete your TDF prior to Immigration clearance

 Submit your complete TDF to Immigration Officer for endorsement
 When the TDF is returned to you by the Immigration Officer, do not
remove it from your passport.
On Departure:
 Complete your TDF prior to Immigration clearance

 Submit the completed TDF to the Immigration Officer for endorsement
and retention
Where to obtain the TDF
 All entry/exit points

 Airports
 Malaysia Tourism Promotion Board Office
 Embassies/Malaysia High Commissions
14.8 Entry Of Pregnant Women Into Malaysia

Foreign women who are not citizen of Malaysia and who are in advanced stage
of pregnancy, i.e. 6 month or more will not be allowed entry into Malaysia, with
the exception if being in transit for a stay of maximum 72hours (further
extension is not allowed).
Female foreign passengers who fall under this category must not be accepted
for travel into Malaysia.
This is still enforced by the Malaysian Immigration Authorities.

Date : 01JUL2009
Revised Date :-
14.9 Country Regulation - Philippines
14.9.1 Carriage of Minors under 15 years of age into Philippines
All Minors under 15 years of age travelling into the Philippines are required to
apply for Waiver of Exclusion Ground (WEG) regardless of whatever type of
passport minor is holding under section 29/A/12 of the Philippines immigration
Act of 1940 as amended before proceeding to the country.
Application for the Waiver of Exclusion Ground (WEG) shall be filed by the
parent directly to the office of :
The Commissioner
Bureau Of Immigration
Magallanes Drive
Intramurous Manila
Philippines
Tel : 632-527 3316
Fax : 632-527 3259
The application shall be made at least five (5) working days before the
scheduled arrival of the minor.
The Following documents are needed by the bureau in support of the

application of WEG :
 A certified or notarized letter of support and consent executed by either or

both parents of the minor applicant allowing the latter to travel
unaccompanied to the Philippines.
 Photocopy of the date and photograph page of the minors passport.
 Waiver fee in the amount of PHP3120.00 payable before arrival in Manila

by a relative in the Philippines or upon the minors arrival at the Ninoy
 Aquino International Airport or any other designated international port of
entry in the Philippines.
 The following guidelines shall be observed by bureau of immigration :
 The waiver can be issued within a period of two working days from the date
of receipt of application at the bureau of immigration in Manila provided all
prescribed documentary requirements are submitted.
 If the bureau of immigration does not respond by the time the minor depart,
The embassy may issue a visa with a notation that the WEG application
has been sent via fax, the date sent with the required document and fee of
PHP3120.00

Date : 01JUL2009
Revised Date :-
 The required letter of consent is necessary for security and other reasons.
An uncertified and notarized letter of consent is unacceptable.
 Children born in the United States of America of Filipino parents or when

either parent is a Filipino at the time of birth, and holder of American
Passports are deemed Filipino citizens under the Philippine constitution.
Thus, WEG is not required. However in such cases the consular officer
would issue a consular certification that the child is recognized as a Filipino
citizen. This certification should be presented to the airline in lieu of the
WEG.
The Philippine government also imposes a regulation for the applicants of

WEG for Non-Filipino travelers arriving at Ninoy Aquino International airport
(NAIA) 1 or NAIA CT 2 who are below 15 years neither accompanied by or not
coming to join a parent in the Philippines shall be signed and approved by the
head supervisor BI-NAIA subject to the following conditions:
 Submission of AFFIDAVIT of request and consent by either parent or

legally. Appointed guardian of the child naming therein the person who will
be accompanying the child to the Philippines and with whom the child will
reside in the country.
 Clear photocopy of the data page of the child‟s passport.
 Clear photocopy of the data of the passport of the accompanying adult or

guardian.
 Payment Immigration fees.
For other queries it should be communicated to :
Attn: Edgardo L.Mendoza

Chief Immigration Regulation Division
Bureau of Immigration
Magallanes Drive Intramuros
1002 Manila
Tel : 338 4533 / 527 3249 / Fax : 338 4459

Date : 01JUL2009
Revised Date :-
14.10 Carriage of Life Animal-Pet Into United Kingdom
Carriage of live animal into UK as checked baggage is not permitted.

Live animals or pets which are being brought into UK must be carried or shipped
as Manifested Cargo Freight and not as checked baggage.
A telex must be sent by originating station to the destination Cargo Department
advising the details of:
 Flight and Date of shipping

 Airway Bill Number
 Type of Pet
 Import License Number
 Name of Shipper and Owner
Failure to comply with these regulations will result in GBP2000 fine and or
imprisonment for owner and up to GBP2000 fine for carrier.
Other MH on-line Stations that require live animals or pets to be shipped as

manifested Cargo Freight and not as checked baggage is as follows:
 All Australian Stations

 AKL
 BKK
 BOM
 CPT
 DPS
 EZE
 HKG
 IST
 JNB
 KMG
 MES
 MNL
 REP

Date : 01JUL2009
Revised Date :-
SECTION 15 – AIRPORT FACILITIES & MCT

Date : 01JUL2009
Revised Date :-
SECTION 15 – AIRPORT FACILITIES & MINIMUM CONNECTIONG TIME (MCT)
15 Airport Facilities & MCT
15.1 Malaysia Airlines Golden Lounge – KLIA / Passenger Categories
Golden Lounge (KLIA) - Category “A”, “B” , “C”

Passengers are to be invited to Golden Lounge at KLIA
Category “A” - Fare Paying Passenger
FRCL Passengers – Travelling on MH, MH code share or joint services.
 Departure (International) : Passengers to be invited to FRCL Lounge

at Satellite Building,
Main Terminal Building
 Arrival (International) : Passengers may utilize the FRCL Lounge

at Satellite building.
Passengers should not use Domestic Golden Lounge due to capacity constraint.
BSCL Passengers – Travelling on MH, MH Code Share or Joint Services.
 Departure (International) : To be invited to BSCL Lounge at Satellite

building.
 Departure (Domestic) : To be invited to DOM Lounge at Contact
Pier, KLIA
 Arrival (International) : Passenger may utilize the BSCL Lounge at
satellite building only.
Category “B” - Upgraded Passenger
Passenger upgraded by MAS Chairman, Managing Director, General Manager

Sales and Senior General Manager Airport Operations.
BSCL passengers upgraded to FRCL : To be invited to FRCL Lounge

EYCL passengers upgraded to BSCL : To be invited to BSCL Lounge
Passenger upgraded by Duty Manager due to overbooking
BSCL passengers upgraded to FRCL : To be invited to FRCL Lounge

EYCL passengers upgraded to BSCL : To be invited to BSCL Lounge
Passengers upgraded by Duty Manager due to Mishandling
BSCL passenger upgraded to FRCL : To be invited to FRCL Lounge

EYCL passenger upgraded to BSCL : To be invited to BSCL Lounge

Date : 01JUL2009
Revised Date :-
Category “C” - Enrich Card Members
Enrich Platinum Card Holder - To be invited to Platinum Lounge

Enrich Gold Card Holder - To be invited to KLIA Golden Lounge
Enrich Blue travel on FRCL & BSCL - To be invited to KLIA Golden Lounge
Category “D” - MAS Staff
Chairman and Board of Members, Managing Director and family members
Departure (International) : Invitation to Platinum Lounge at Satellite

building
Departure (Domestic) : Invitation to DOM Lounge at Contact Pier.
Senior General Manager Sales, General Managers and family members
Departure (International) : Invitation to FRCL or BSCL Lounge

according to
the ticketed class of travel.
Departure (Domestic) : Invitation to DOM Lounge
Category “E” - KLM Royal and Silver Wings
KLM Royal and Silver Wings cardholders when travelling on:
MH services or Code Share /Joint Operations services annotated with “MH” in

the “CARRIER” column on ticket:
FRCL : To be invited to FRCL Lounge

BSCL or EYCL : To be invited to BSCL Lounge
15.2 Golden Lounge KLIA - Operational Hours
The official operational hours of the Golden Lounges at Kuala Lumpur

International Airport – KLIA are as follows:
i. Golden Lounge at Satellite, KLIA : 0500 – 0100 Hours/ Daily
ii. Golden Lounge Domestic at Contact Pier, KLIA: 0500 – 2400 Hours/ Daily

Date : 01JUL2009
Revised Date :-
15.3 Buggy Services Guideline at KLIA
No Services Description Ownership
1 VVIP‟S are defined as DYMM SERI PADUKA HOSPITALITY UNIT

BAGINDA YANG DIPERTUAN AGONG and RAJA
PERMAISURI AGONG, PEMANGKU AGONG and GL shall undertake all VVIP
His Consort, Head Of States, i.e. Sultans of the movement by providing
states in Malaysia, Governors, their Deputies and GLO to attend the
Consorts, Malaysian Prime Minister, his Deputy and movements only.
their spouse and Foreign Head of States, Being *Hospitality Unit to provide
Kings, Queens, Presidents and their Deputies buggy and driver at satellite
travelling on Malaysia Airlines services only. and pier.
2 Enrich Platinum (EPLTN) members and their GOLDEN LOUNGE

spouses, families and travelling companions,
travelling on all flights departing from KLIA Satellite GL shall undertake all
building. EPLTN members
movements and to provide
Enrich Platinum (EPLTN) members and their buggy and driver at
spouses, families and travelling companions, satellite.
travelling on MAS domestic departure only at
Contact Pier, KLIA ARIEN Airport Services to
provide buggy services at
contact pier as and when
need arises.
3 MAS Chairman and Managing Director GOLDEN LOUNGE
GL shall undertake all

Chairman‟s and MD
movements and to provide
buggy and driver at
satellite.
Hospitality Unit to provide
buggy services at contact
pier as and when the need
arises.
4 Expedite and assist Last Minute Change - LMC, HOPITALITY UNIT

Minimum Connecting Time - MCT passengers, Hospitality shall undertake
elderly passengers and mothers with infants on a all LMC and MCT
selective basis depending on passengers situation movements and provide
and condition. buggy and driver at satellite
and contact pier.

Date : 01JUL2009
Revised Date :-
Buggy Services Guideline at KLIA (Cont)
No Services Description Ownership
5 Special handling passengers defined as ARIEN

Unaccompanied Minor - UM, Elderly Passengers, AIRPORT SERVICES
Wheelchair bound and mothers with infants. Arien Airport Services shall
undertake all special
handling passengers‟
movements and provide
wheelchair only at satellite
and contact pier.
6 Passenger from Golden Lounge GOLDEN LOUNGE

GL shall undertake all
requests for services from
passengers within the
golden lounge.
ARIEN Airport Services to
provide buggy and driver at
satellite and contact pier.
Contact Golden Lounge Hospitality Unit
Telephone Number 603-8776 1546 603-8776 1221/0848/0854

Fax Number 603-8773 2541 603-8787 4672
Telex Code KULKRMH KULK4MH
Email $KULKRMH $$HOSP
15.4 Left Baggage Facility at KLIA
There is a left luggage services for storage of luggage‟s at KLIA which is

operating 24hrs, it is located at level 3 (Arrival Hall) and level 5 (Departure Hall).
15.5 Minimum Connecting Time (MCT)
Definition

Date : 01JUL2009
Revised Date :-
Minimum time interval is required between Scheduled Arrival and Scheduled

Departure of connecting time intervals. This will determine interline minimum
connecting time intervals for efficient flight operations.
The following factors should be taken into consideration:
- Physical and operating characteristics of the particular airport, e.g. Air Traffic
delays, ramp and baggage sorting area congestion, history data of the airport
On-Time performance;
- Time to unload baggage from delivering carriers aircraft and transport to its
sorting area;
- Time to sort and transport baggage to receiving carrier;
- Time for receiving carrier to assemble, sort, transport and load baggage on
its Aircraft;
- Time for passenger and baggage to clear CIQ-Customes, Immigration and

Customs controls etc.;
- Time for passenger to proceed to receiving carrier taking into considerations

surface transportation time between terminals and/or airport, where
applicable;
- Minimum passenger check-in time for receiving carrier.
- Time for any other local factors.
15.5.1 Terms used in Minimum Connecting Time – MCT
 Domestic to Domestic - Transfer between domestic flights
 International To International - Transfer between international flights.
 Domestic To International - Transfer from a domestic flight to an

international flights.
 International To Domestic - Transfer from an international flight

to a domestic flights.
15.5.2 Point of References
The Minimum Connecting Time table has been updated and will be maintained in
SITA Host Database in Atlanta.

Date : 01JUL2009
Revised Date :-
15.5.3 MCT Compliance
Compliance of the Minimum Connecting Time at any transfer points is crucial to

ensure that the passenger and his baggage can rely on making the flight
connection.
It is the responsibility of the booking office when making immediate transfer to

ensure these minimum connecting times are met.
Boarding stations has the authority to cancelled the bookings on PNR‟s which
does not comply with the minimum connecting time stipulated in the stations
minimum connecting time table. For any cancelled PNR‟ due to the above, staff
are to rebook the passenger to the next available flight with compliance to the
MCT and to advice the booking source accordingly on the new travel details.

Date : 01JUL2009
Revised Date :-
15.6 Minimum Connecting Time – MCT (Malaysian stations)
Below are the various Minimum Connecting Time at the respective airports
located in Malaysia.
FLIGHT ROUTE MINIMUM CONNECTING TIME

Station: KUL & Peninsular Malaysia
KLIA
Domestic – Domestic 1.00
Domestic – Singapore 1.30
Domestic – International 2.00
International – International 2.00
International – Singapore 2.00
KL Sentral City Air Terminal “XKL” 2.00
Station: BKI
Domestic–Domestic –Within Sabah 1.00

Domestic–International/Peninsular 2.00
Malaysia/ Singapore/
Sarawak v.v.
International-International 2.00
Station: KCH
Domestic-International/Peninsular 2.00
Malaysia/ Singapore/Sabah/
Sarawak v.v. 2.00
Exceptions:RAS services within Sarawak

Date : 01JUL2009
Revised Date :-
Minimum Connecting Time – MCT (Malaysian stations) (Cont)
FLIGHT ROUTE MINIMUM CONNECTING TIME

Station: PEN
Domestic-Domestic 1.00
Domestic-International v.v. 2.00
Station: JHB
Domestic-Domestic 1.00
Domestic-International 2.00
Station: MYY
For all connecting between services 1.00

RAS Services
Domestic-RAS 1.00
Other Domestic Stations
For all connection between services 1.00
Entry: To check the MCT at KLIA(KUL) for Routing 1
MCT: R1 / KUL
1 2 3 4
Explanations:
1 - MCT - Entry code

2 - Routing 1
3 - / (slash – mandatory )
4 - Three letter airport code
Response: (Refer to next page)

Date : 01JUL2009
Revised Date :-
Response:
Explanation:
MCT: - Function Code

R - Report Type, there are 2 reports to choose from:
R - All City/Airport Codes
R1 - Only Airport Codes
APT - Airport Code
AL - Airline
FLNB - Flight Number
ORG - Origin
EQP - Equipment
DES - Destination
DD - Domestic to Domestic
DI - Domestic to International
ID - International to Domestic
II - International to International
HMM - Hour/Minute/Minute

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 16 – VVIP/VIP & BMA ADVICES
16 VVIP / VIP & BMA Advices
16.1 “Very Very Important Passenger - VVIP”/ “Very Important Passenger- VIP”
& Board Members -BMA” Advices
Malaysia Airlines offers special courtesies to Very Important People travelling on

it‟s flight services and ensures that these courtesies are accorded accordingly
and efficiently. It is imperative that appropriate departments within the company
and Route Stations are notified of their itinerary.
As a guideline, “Important People” have been classified as follows:
VVIP - VERY VERY IMPORTANT PERSON
 DYMM Seri Paduka Baginda Yang Dipertuan Agong and Permaisuri Agong.
 DYTM Sultan/Regents of states in Malaysia and their consort.
 The Hon. Prime Minister of Malaysia and spouse.
 The Hon. Deputy Prime Minister of Malaysia and spouse.
 All Yang Di-Petua Negeri and Spouses.
 The Heads of The States of Penang, Malacca, Sabah and Sarawak and their
spouses*
 All Foreign Heads os State
 Minister of Transport of Malaysia
VIP - VERY IMPORTANT PERSON
 All Malaysian Cabinet Ministers(Excluding Deputy Minister)All Malaysian

Cabinet Ministers of Sarawak and Sabah (Excluding Assistant Ministers)
 Menteri Besar and Chief Ministers of States of Malaysia
 Minister of Foreign Governments
 Persons holding the title “TUN”
 Chief Secretary to the Government of Malaysia
BMA - BOARD MEMBERS ADVICE
Chairman of Malaysia Airlines

Members of MAS Board of Directors
Managing Director and their wives
16.2 PROCEDURES SELLING OFFICE
The code VVIP, VIP or BMA together with status must be updated under Other
Service Information (OSI: Element) in the PNR:
OSI: Element:- OSI: MH HK1.VVIP PRIME MINISTER OF MALAYSIA/P1

Date : 01JUL2009
Revised Date :-
OSI: Element:- OSI: MH HK1.VIP MINISTER OF EDUCATION MALAYSIA/P2
OSI: Element:- OSI: MH HK1. BMA MANAGING DIRECTOR MALAYSIA

AIRLINES/P1
OSI: Element:- OSI: BA HK1.VVIP PRIME MINISTER OF MALAYSIA/P1
Notification Procedure
Selling stations is responsible to initiate VVIP/VIP/BMA advices irrespective of

where the passenger originate his/her travel on MAS services. However, the
following guidelines are to be adhered.
16.2.1 On-Line Stations
 If the selling station and the initial embarkation station is the same, the
selling stations is to take VVIP/VIP/BMA advice.
 If the initial embarkation is from another mechanized station, VVIP/VIP and

BMA advice is to be dispatched by the embarkation station.
 If the initial embarkation is from an un-mechanised station VVIP/VIP and

BMA advice is to be taken by the selling station.
 The reference of the VVIP/VIP and BMA advices taken must indicated in
the remark items of the passenger name record.
16.2.2 Interline Bookings
If the first board point is a mechanized station, the mechanized station will effect
VVIP/VIP/BMA advice for the entire itinerary.
If the board point is non-mechanised, respective boarding station will raise

VVIP/VIP/BMA Advice for the sectors from their station.
Notes:
i. There are occasions when an agent after having initiated an itinerary with a
carrier. In USA/EUROPE contacts MAS off-line offices to effect
VVIP/VIP/BMA advice. In such cases MAS off-line are to telex the MAS
boarding point with copy to “HDQRRMH”.
ii. In the case of VVIP travel an alert message should be dispatched in

advance, so that the following are aware of the travel arrangements, then
followed by the usual VVIP advice mentioned below. Such alert message
should be addressed to (KULZZMH, KULDZMH, KULDPMH KULCFMH,
KULZQMH, KULDGMH, KULGZMH).

Date : 01JUL2009
Revised Date :-
iii. In view of certain stations having a five (5) working days in a week
VVIP/VIP/BMA advice must be dispatched in time to ensure receipt by
addresses not later than 72 hours before then passenger arrival at
destination points. For bookings made within 72 hours, the advices should
be dispatched immediately, such advices must be given “QU” message
priority code.
iv. In the case of VVIP/VIP/BMA travel, the embarkation, route, transit, transfer
and destination stations must be advised. However, for one sector flight,
only the embarkation and disembarkation stations must be notified.
Similarly, whenever the spouse of VVIP/VIP/BMA‟s travel, all concerned
must be notified.
v. All VVIP/VIP/BMA advices which are dispatched by on-line selling stations

irrespective of where the passenger originates/transit/terminates are to be
copied to Catering Manager Services (Telex: KULHNMH).
16.2.3 Alert Message – VVIP Travel
An alert message must be sent whenever a booking for V VIP effected

irrespective of the sector. This message must be addressed to following
addressee:
1. MAS Chairman - KULZZMH

2. Managing Director - KULDZMH
3. Commercial Director - KULDPMH
4. Senior General Manager NRM - KULCFMH
5. Senior General Manager Sales - KULZQMH
3. Senior General Manager Airport Operations - KULDGMH
4. Head of Security - KULGZMH
Example of telex sent out for VVIP Travel:
TY QU KULZZMH KULDZMH KULDPMH KULCFMH KULZQMH KULDGMH KULGZMH KULKDMH

KULK1MH KULRRMH LONZQMH LONRRMH LHRKDMH LHRKKMH
.KULRRMH
ATTN : ALL CONCERNED
SUBJ : V VIP BOOKING ALERT
NAME : DATUK SERI NAJIB/TUNRAZAK
TITLE : PRIME MINISTER OF MALAYSIA
PNR : R83OL
ITIN : MH002F21JUL KULLHR ETD 2330

Date : 01JUL2009
Revised Date :-
The local Reservations head is responsible to dispatch the message through

telex.
Example of telex sent out for VVIP Travel:
With copies to the respective station airport personnel and Regional/Area/District

Managers.
TY QU KULZZMH KULDZMH KULDPMH KULCFMH KULZQMH KULDGMH KULGZMH KULKDMH

KULK1MH KULRRMH LONZQMH LONRRMH LHRKDMH LHRKKMH
.KULRRMH
ATTN : ALL CONCERNED
SUBJ : V VIP BOOKING CANCELLATION
NAME : DATUK SERI NAJIB/TUNRAZAK
TITLE : PRIME MINISTER OF MALAYSIA
PNR : R803L
ITIN : MH002F21JUL KULLHR HX1 ETD 2330

P
re and Post departure staff is to check the V VIP PNR 12hours before departure.
In the event of cancellation or a change in the itinerary after the VVIP alert
message has been dispatched by the en-route stations staff who is involved in
the changes. A telex to that effect is to be sent in following manner
Example of VVIP Booking Cancellation:
SUBJ: V VIP ADVICE
1DATUK SERI NAJIB/TUNRAZAK
PRIME MINISTER OF MALAYSIA
PNR K803L
MH002F21JUL KULLHR HK1 ETD 2330/0600
Note: Annotate in the PNR on advice and action taken.
The term V VIP is not a recognized AIRIMP code insofar as transaction on

interline are concerned. It is basically applicable as information notification
relating to Malaysia Airlines flights. Message which is intended for transmission
to interline carrier shall continue to use the term VIP,
e.g. OSI:JL HK1.VIP MINISTER OF TRANSPORT MALAYSIA/P1

Date : 01JUL2009
Revised Date :-
16.2.4 Itinerary Changes and/or Cancellation
- Originating Station
Itinerary changes and/or cancellation for V VIP/VIP and BMA must be action in
the normal manner. If the advice has been dispatched, an amended advice
signal quoting details of the previous reservations must be sent to the addresses
concerned.
- En-route Station
When VVIPS/VIPS/BMAS change their itinerary en-route, a normal cancellation

and rebooking action must be taken accordingly. An amended VVIP/VIP/BMA
advice is to be sent to the affected route stations, including details of the previous
reservations now canceled as well as any new bookings. Staff at stations who
involved in the cancellation/amendment of VVIP/VIP/BMA bookings within
12hours before flight departure, should alert Pre Post departure staff at the
originating station for them to dispatch the VVIP/VIP/BMA cancellation advice.
- V VIP Advice
For all V VIP travel, reservations offices must telex the embarkation, transiting
and disembarkation station and for all departures, transiting and arrival involving
KUL the following addresses must be copied.
16.2.5 V VIP Advice Telex Addressees
i. Chairman -KULZZMH
ii. Managing Director -KULDZMH
iii. Executive Director -KULDRMH
iv. Commercial Director -KULDPMH
v. Senior General Manager, NRM -KULCFMH
vi. Senior General Manager Sales -KULZQMH
vii. Senior General Manager Airport Operations -KULDGMH
viii. Assistant General Manager, Distribution -KULRZMH
ix. Reservations Manager, Distribution -KULRBMH
x. District Reservations KUL -KULRRMH
xi. General Manager Aircraft Maintenance Dept -HDQERMH
xii. Customer Services Hospitality -KULK1MH
xiii. Engineering Maintenance -KULEMMH
xiv. Engineering Line Maintenance -KULELMH
xv. Senior General Manager Flight Operations -KULDOMH
xvi. Operations Dispatch Centre -KULOCMH
xvii. Flight Control Centre -KULWWMH
xviii. Security Manager -KULGZMH
xix. Security General -KULGGMH
xx. Senior General Manager Airport Operations -KULDGMH
xxi. KLIA Customer Services Manager -KULKZMH
xxii. KLIA Passenger Services Manager -KULKDMH
xxiii. Customer Services Manager-Line Stations -KULKUMH

Date : 01JUL2009
Revised Date :-
xxiv. KLIA/FMC Customer Services Duty Officer -KULKVMH

xxv. KLIA-Golden Lounge -KULKRMH
xxvi. KLIA Passenger Handling Officer -KULKPMH
xxvii. Fleet Manager Wide Body (Cabin Crew) -KULJWMH
xxviii.Fleet Manager Narrow Body (Cabin Crew) -KULJNMH
xxix. Controller and Administrator Wide Body (Cabin Crew) -KULJOMH
xxx. Controller and Administrator Narrow Body (Cabin Crew) -KULJAMH
xxxi. Inflight Services Operations Manager -HDQHVMH
xxxii. General Manager-Production-MCSB -KULHUMH
xxxiii.Catering Duty Room – Operations -KULHMMH
xxxiv. Customer Response Centre -KULHNMH
xxxv. Inflight Services Purchasing -KULHAMH
xxxvi. Food and Beverage Department -KULHVMH
xxxvii. Cabin Planning Department -KULHSMH
xxxviii. Catering Duty Room (Production) -KULHHMH
xxxix. Aircraft Interior Cleaning Administrator -KULKHMH
xl. RAMP Services Manager Ground Services KLIA -KULKGMH
xli. KLIA Check-In Counter Office -KULTKMH
xlii. Duty Executive (Cabin Crew) -KULJEMH
xliii. General Manager-Operations-MBSB -KULHTMH
xliv. General Manager-Passenger Sales -KULSXMH
xlv. Senior Passenger Relations Officer -HDQKRMH
xlvi. RAMP Services Administration Office -HDQKFMH
16.2.6 VIP Advice Telex Addressees
i. Managing Director -KULDZMH

ii. Executive Director -KULDRMH
iii. Commercial Director -KULDPMH
iv. Senior General Manager, NRM -KULCFMH
v. Senior General Manager Sales -KULZQMH
vi. Senior General Manager Airport Operations -KULDGMH
vii. Assistant General Manager, Distribution -KULRZMH
viii. Reservations Manager, Distribution -KULRBMH
ix. District Reservations KUL -KULRRMH
x. KLIA Airport Operations Manager (Operations) -KULKZMH
xi. KLIA Passenger Services Manager -KULKDMH
xii. KLIA Golden Lounge -KULKRMH
xiii. Senior General Manager Flight Operations -KULDOMH
xiv. Operations Dispatch Centre -KULOCMH
xv. Engineering Line Maintenance -KULELMH
xvi. Security General -KULGGMH
xvii. Food and Beverage Department -KULHVMH
xviii. Customer Response Unit -KULHNMH
xix. Flight Control Centre -KULWWMH
xx. KLIA/FMC Airport Operations Duty Officer -KULKVMH
xxi. Fleet Manager Wide Body (Cabin Crew) -KULJWMH
xxii. Fleet Manager Narrow Body (Cabin Crew) -KULJNMH
xxiii. Senior Manager Airport Operations (Lines Stations) -KULKUMH
xxiv. KLIA Airport Operations Check-In Counter Office -KULTKMH
xxv.
xxvi. Cabin Crew Duty Room -KULJEMH

Date : 01JUL2009
Revised Date :-
xxvii. Catering Duty Room Operations -KULHMMH

xxviii.Controller and Administer Wide Body (Cabin Crew) -KULJOMH
xxix. Controller and Administer Narrow Body -KULJAMH
xxx. Passenger Services Manager -HDQKDMH
xxxi. Senior Passenger Relations Officer -HDQKRMH
xxxii. Airport Operations KLIA Hospitality -KULK1MH
16.2.7 Malaysia Airlines Board Member Advice - BMA Advice
For all BMA advices, telex should be sent to the embarkation/transfer point and
Disembarkation stations, as follow:
BMA Telex Addresses
i. Commercial Director - KULDPMH

ii. Senior General Manager, NRM - KULCFMH
iii. Senior General Manager Sales - KULZQMH
iv. Senior General Manager, Airport Operations - KULDGMH
v. Assistant General Manager Distribution - KULRZMH
vi. Reservations Manager, Distribution - KULRBMH
vii. Security General - KULGGMH
viii. Food and Beverage Department - KULHVMH
ix. Customer Response Unit - KULHNMH
x. District Reservations KUL - KULRRMH
xi. KLIA Airport Operations Senior Manager - KULKZMH
xii. Fleet Manager Wide Body (Cabin Crew) - KULJWMH
xiii. KLIA/FMC Customer Services Duty Officer - KULKVMH
xiv. KLIA Check-In Counter Office - KULTKMH
xv. Duty Executive (Cabin Crew) - KULJEMH
xvi. Fleet Manager Narrow Body (Cabin Crew) - KULJNMH
xvii. Controller and Administrator Wide Body (Cabin Crew) - KULJOMH
xviii. Controller and Administrator Narrow Body (Cabin Crew) - KULJAMH
16.3 VVIP/VIP/BMA Group Addressees
Group Code Addressees by stations
Group addressees has been created in the system to simplify sending out of
messages to the relevant parties within the company and stations including route
stations.
(Please refer to next page, on the programmed telex “Group Addressees”)
Note:
i. Route stations must be copied in all VVIP/VIP/BMA : To send telex to -
KD/KK/SZ/RR
ii. For all VVIP message involving royalty travel KULHIMH KULHPMH must be
copied.

Date : 01JUL2009
Revised Date :-
16.4 VVIP / VIP & BMA SITA Group Addressees (By stations)
CITY GROUP
ALPHA CODE CODE
ADLKDMH, ADLKLQF, ADLROMH, ADLR2MH, ADLSSMH,

ADL ADLSVA
ADLSSMH, ADLSZMH ADLR4MH
AKLKDMH, AKLRKMH, AKLZQMH, ADLR2MH
AKL AKLSVA
AMDROMH, AMDKDMH, AMDKPIC, AMDKKIC, AMDSZMH

AMD AMDSVA
A
AMSRRMH, SPLKDMH, SPLKKMH, SPLPHKL, AMSSSMH,
AMS AMSSVA AMSSZMH
AORKKMH, AORRRMH, AORSZMH

AOR AORSVA

ARN ARNRAA

BEY BEYSVA
BKIZQMH, BKIKKMH, BKIKDMH, BKIKRMH, BKIKJMH, BKISSMH,

BKI BKISVA
BKIRRMH, BKIGGMH, BKIKIMH
BKKKDMH, BKKKKMH, BKKKRMH, BKKRRMH, BKKSSMH,
BKK BKKSVA
BKKKKTG, BKKKJMH
BNESZMH, BNEROMH, BNEKDMH, ADLR2MH
BNE BNRSVA
B BRUKKMH, BRUAPMH, BRUSZMH

BRU BRUSVA
BTUKKMH, BTURRMH, BTUSZMH

BTU BTUSVA
EZEKDMH, EZESPLH, EZESOLH, EZESHSR, BUESZMH,

BUE BUESAA
BUERRMH
BWNKNMH, BWNSZMH, BWNRRMH, BWNKGBI
BWN BWNSVA
CAN CANKDMH, CANAPAC, CANRRCA, CANSZMH

CANSVA
CEB CEBRRMH, CEBSZMH, CEBKDMH, CEBKPPR, CEBKZPR

CEBSVA
C
CMB CMBKJUL, CMBKGUL, CMBRRMH, CMBKSUL, CMBKPUL,
CMBS1A CMBKDUL
CPT CPTKKSA, CPTKDMH, CPTSZMH, CPTRRMH

CPTSBA
CAI CAIRCA CAISZMH, CAIKKMS, CAIKDMH, CAIRRMH

Date : 01JUL2009
Revised Date :-
VVIP / VIP & BMA SITA Group Addressees (By stations) – Cont.
CITY GROUP
ALPHA CODE CODE
DAC DACSBA DACSZMH, DACOABG, DACKDMH, DACRRMH
D
DEL DELSVA DELKNMH, DELKPIC, DELRRMH, DELSZMH
DPSKDMH, DPSRRMH, DPSKKGA, JKTRCGA, DPSKVGA,

DPS DPSSVA DPSKIGA, DPSKWGA, DPSKPGA, DPSKKMH
DXBKKMH, DXBKDMH, DXBSSMH, DXBSZMH, DXBRRMH

DXB DXBSVA
E EWR EWRFOXD, EWRKDMH, EWRKKMH, NYCSZMH
EWRAAA
F FRA FRASVA FRAKDMH, FRAXCMH, FRASZMH, FRASSMH, FRARRMH
HANSZMH, HANKDMH, HANKDVN, HANAPVN, HANRRMH,

HAN HANSVA HANKKVN
HKGSZMH, HKGSSMH, HKGKDMH, HKGKRMH, HKGRRMH,

HKG HKGSVA HKGKKMH
H
HKTKLTG, HKTKTTG, HKTKJTG, HKTKKMH, HKTSZMH,
HKT HKTSVA HKTRRMH
I IST ISTSVA ISTRRMH, ISTAPMH, ISTSSM,H ISTSZMH, ISTSTMH
JED JEDSVA JEDKDMH, JEDKKMH, JRDSZMH, JEDRRMH
JHB JHBSVA JHBKKMH, JHBRRMH, JHBSSMH, JHBSZMH
JNB JNBSVA JNBZQMH,JNBKDMH.JNBROMH
JKT JKTSVA CGKKDMH,CGKKNMH,JKTSZMH,JKTSSMH,JKTRRMH

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
KBR KBRSVA KBRKMH, KBRSZMH, KBRRRMH

KCHZQMH, KCHKDMH, KCHKNMH, KCHGGMH, KCHROMH,
KCH KCHSVA
KCHKRMH KCHKKMH
KHISVA
KHI KHIKKMH, KHIRRMH, KHISSMH, KHISZMH
KULZZMH, KULDZMH, KULDEMH, KULOUMH, KULDPMH,

KULSXMH, HDQRVMH, KULDOMH, HDQERMH, KULEMMH,
VVIP:
KUL KULELMH, KULOCMH, KULHLMH, KULJSMH, KULWWMH,
KULS1A
KULGZMH, KULGGMH, HDQHVMH, KULHPMH, KULDGMH,
KULKZMH, KULKDMH, KULKUMH, KULK1MH, KULKRMH
KULKPMH, KULJWMH, KULJNMH, KULJOMH, KULJAMH,
KULHUMH, KULHMMH, KULHNMH, KULHAMH, KULHVMH,
KULHSMH, KULHHMH, KULKGMH, KULTKMH KULJEMH,
KUL KULS2A KULHTMH, KULJMMH, KULOVMH, KULDMMH, HDQERMH,
HDQHVMH, HDQRVMH, KULDMMH, KULDOMH,
K KULDPMH, KULELMH, KULGGMH, KULHHMH, KULHLMH,

KULHMMH, KULHSMH, KULHVMH, KULJEMH, KULJMMH,
KULJNMH, KULJSMH, KULKAMH, KULKRMH, KULKUMH,
VIP : KULKZMH KULK1MH, KULOCMH, KULOVMH, KULDEMH,
KUL
KULS3A KULTKMH KULWWMH, KULKDMH, KULDGMH, KULHNMH,
KULJAMH, KULKRMH, KULGGMH, KULHIMH, KULHKMH
HDQRVMH, KULKZMH, KULKDMH, KULJMMH, KULK1MH,

BMA : KULTKMH, KULHNMH, KULJWMH, KULJOMH, KULJEMH,
KUL KULHVMH KULHSMH KULJNMH
KULS4A
KUAKKMH, KUASZMH, KUARRMH

KUA KUASVA
KHHKDMH, KHHKKMH, KHHKRMH, KHHAPC,I KHHRRMH,

KHH KHHSVA KHHSSMH, KHHSZMH
LAX LAXSVA LAXKDMH, LAXKKMH, LAXZQMH, LAXSSMH, LAXROMH

LBU LBUSVA

LDU LDUSVA
L
LGKSVA
LGK LGKKKMH, LGKSZMH, LGKRRMH
LHRKDMH, LHRKKMH, LHRKRMH, LONZQMH, LHRT3MH,

LON LONSVA LHRKOSK, LHRHHMH, LHRBBCR, LONRRMH, LHRKZMH,
LHRLPSK
CITY GROUP
ALPHA
Version CODE
: 1.0 CODE Page 386 of 461
Date : 01JUL2009
Revised Date :-
MAA MAASVA MAAKDMH, MAAKKMH, MAAKZAI, MAASZMH, MAARRMH
M MADSZMH, MADKDMH, MADRRMH, MADKRIB, MADKVIB,

MAD MADSVA
MADKZIB
MAN MANS1A MANROMH, MANKDMH, MANKKCH, MANOOXH
MEL MELSVA MELKDMH, ADLR2MH, MELSZMH, MELSSMH, MELROMH
MES MESSVA MESKDMH, MESSZMH, MESROMH, MESRRMH
MLE MLERHA MLERRMH, MLESSMH, MLEKKMH, MLEKCQ2
MNLKDMH, MNLKKMH, BBSKMBA, MNLSZMH, MNLSSMH,
MNL MNLSVA
MNLRRMH
MYY MYYSVA MYYKKMH, MYYSZMH, MYYKPMH, MYYRRMH
SHA SHASVA SHARRMH, PVGKDMH, SHAZQMH

SINKDMH, SINKRMH, SINKKMH, SINSZMH, SINSSMH, SINRRMH,
SIN SINSVA
SINKPMH
S SUB SUBSVA SUBSZMH, SUBKDMH
ADLR2MH, SYDKDMH, SYDKKMH SYDSZMH, SYDSSMH,
SYD SYDSVA
SYDRRMH, SYDZQMH
TGG TGGSVA TGGKKMH, TGGSZMH, TGGRRMH

TPEKDMH, TPEKKMH, TEPKRMH, TPEAPCI, TPERRMH,
TPE TPESVA
TPESSMH, TPESZMH
T TWU TWUSVA TWUKKMH, TWUSZMH, TWUSSMH, TWURRMH
NRTKDMH, NRTKKMH, TYOZQMH TYORRMH, TYORQMH,
TYO TYOSVA
TYOSMMH, NRTKIJL
Z ZRH ZRHSVA ZRHKDMH, ZRHSZMH, ZRHRRMH


Date : 01JUL2009
Revised Date :-
CITY GROUP GROUP

ALPHA
Z CODE
ZRH CODE
ZRHSVA NUMBER
ZRHKDMH, ZRHSZMH, ZRHRRMH
ADLKDMH, ADLR2MH, ADLKLQF, ADLSSMH,

93 ADLSZMH, ADLROMH, KULHLMH, KULHHMH,
ADL ADLSVB KULHMMH
FOR ROYALTY -ADDITIONALLY INCLUDE KULHPMH

AKLZQMH, AKLKDMH, AKLRKMH, KULHLMH,
94 KULHHMH, KULHMMH
AKL AKLSVB
FOR ROYALTY - ADDITIONALLY INCLUDE KULHPMH

A AMSRRMH, SPLKDMH, SPLKKMH, SPLPHKL,
95 AMSSSMH, AMSSZMH KULHLMH, KULHHMH,
AMS AMSSVB KULHMMH

AORKKMH, AORRRMH, AORSZMH, KULHLMH,
96 KULHHMH KULHMMH
AOR AORSVB

BEYRRMH, BEYKDMH, BEYZQMH, BEYKPME,
97 KULHLMH, KULHHMH, KULHMMH
BEY BEYSVB

BKIZQMH, BKIKKMH, BKIKDMH, BKIKRMH, BKIKJMH,
98 BKISSMH, BKIRRMH, BKIGGMH, KULHLMH,
BKI BKISVB KULHHMH, KULHMMH

BKKKDMH, BKKKKMH, BKKKRMH, BKKRRMH,
99 BKKSSMH, BKKZQMH, BKKKKTG, BKKKJMH,
BKK BKKSVB KULHLMH, KULHHMH, KULHMMH
B
BNESZMH, BNEROMH, BNEKDMH, KULHLMH,
BNESVB 100 KULHHMH, KULHMMH
BNE
FOR ROYALTY - INCLUDE KULHPMH

BTUKKMH, BTURRMH, BTUSZMH, KULHLMH
BTU BTUSVB 101 KULHHMH, KULHMMH FOR ROYALTY -
ADDITIONALLY INCLUDE KULHPMH
BWNKNMH, BWNSZMH, BWNRRMH, BWNKGBI,
102 KULHLMH, KULHHMH, KULHMMH
BWN BWNSVB

Date : 01JUL2009
Revised Date :-
VVIP / VIP & BMA SITA

CITY Group Addressees (By
GROUP stations)
SITA – Cont.
TELEX ADDRESSEES
ALPHA CODE CODE
CANKDMH, CANAPCA, CANRRCA, CANSZMH, KULHLMH,

CAN CANSVB KULHHMH, KULHMMH
CEBRRMH CEBSZMH CEBKDMH CEBKPPR, CEBKZPR
KULHLMH KULHHMH KULHMMH
CEB CEBSVB

CMBKJUL, CMBKGUL, CMBRRMH, CMBKSUL, CMBKPUL,
CMB CMBS1B CMBKDUL, KULHLMH, KULHHMH, KULHMMH
C
CPTKKSA, CPTKDMH, CPTSZMH, CPTRRMH, KULHLMH,
CPT CPTSBB KULHHMH, KULHMMH
CAISZMH, CAIKKMS, CAIKDMH, CAIRRMH, CAIKDG,F CAIKKGF,
CAI CAIRCB KULHLMH, KULHHMH, KULHMMH
DELKNMH, DELKPIC, DELRRMH, DELSZMH
DEL DELSVB KULHLMH, KULHHMH, KULHMMH
DPSKIGA DPSKWGA, DPSKPGA, DPSKKMH, KULHLMH,
DPSSVB KULHHMH, KULHMMH
DPS
D
DXBKKMH, DXBKDMH, DXBSSMH, DXBSZMH, DXBRRMH,
KULHLMH KULHHMH KULHMMH
DXB DXBSVB

FRAKDMH FRAXCMH FRASZMH FRASSMH, FRARRMH
FRA FRASVB KULHLMH KULHHMH, KULHMMH
F
HANSZMH, HANKDMH, HANKDVN, HANAPVN,
HAN HANRRMH, HANKKVN, KULHLMH, KULHHMH, KULHMMH
HANSVB
HKGSZMH, HKGSSMH, HKGKDMH, HKGKRMH, HKGRRMH
HKG HKGSVB HKGKKMH, KULHLMH, KULHHMH, KULHMMH
H HKTKLTG, HKTKTTG, HKTKJTG, HKTKKMH, HKTSZMH,
HKT HKTSVB HKTRRMH, KULHLMH, KULHHMH ,KULHMMH FOR ROYALTY -
ADDITIONALLY INCLUDE KULHPMH

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
D DAC DAC
ISTRRMH, ISTAPMH, ISTSSMH, ISTSZMH, ISTSTXH, KULHLMH

IST ISTSVB KULHHMH, KULHMMH
I
JEDKDMH, JEDKKMH, JEDSZMH, JEDRRMH, KULHLMH,
KULHHMH KULHMMH
JED JEDSVB

JHBKKMH, JHBRRMH, JHBSSMH, JHBSZMH, KULHLMH,
JHB JHBSVB KULHHMH KULHMMH
J JNBZQMH, JNBKDMH, JNBROMH, KULHLMH, KULHHMH,
KULHMMH
JNB JNBSVB

CGKKDMH, CGKKNMH, JKTSZMH, JKTSSMH, JKTRRMH,
JKT JKTSVB KULHLMH, KULHHMH, KULHMMH
KBRKKMH,KBRSZMH,KBRSZMH,KBRRRMH,KULHLMH,KULHHM
H,KULHMMH
KBR KBRSVB

KCHZQMH,KCHKDMH,KCKKNMH,KCHGGMH,KCHROMH,KCHKR
MH,KCHKKMH,KULHLMH,KULHMMH
KCH KCHSVB

KHIKKMH, KHIRRMH, KHISSMH, KHISZMH, KULHLMH, KULHHMH
KHI KHISVB KULHMMH
KULZZMH, KULDZMH, KULKFMH, KULKVMH, KULDPMH,
K HDQRVMH, KULDEMH, HDQERMH, KULEOMH KULEMMH
KULELMH, KULDOMH, KULOCMH, KULWWMH, KULGZMH,
KUL KULS1B KULGGMH, KULOVMH, KULKZMH, KULKDMH, KULDMMH,

KULK1MH, KULKRMH, KULKPMH, KULKUMH, KULJMMH
KULDJMH, KULJEMH, HDQRVMH, KULDEMH, KULHUMH,
KULHMMH, KULHNMH, KULHAMH, KULHVMH, KULHSMH,
KULHHMH ,KULKHMH, KULKGMH, KULTKMH, KULJWMH,
KUL KULS2B
KULHTMH, KULJNMH, KULJOMH, KULJAMH, KULDCMH,
HDQHVMH, KULHLMH, KULHPMH, HDQSIMH,
KULJSMH,KULJEMH

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
KULKOMH, KULHSMH, KULKFMH, KULKVMH, KULKAMH,

KULDJMH, KULDPMH, KULDSMH, HDQRVMH, KULKZMH,
KUL KULS2C KULKDMH, KULKRMH, KULDOMH, KULOCMH

KULELMH,KULGGMH,KULHIMH,KULHKMH,KULWWMH,KULK1MH
,KULHNMH,KULJNMH,KULOVMH
KULDMMH,KULTKMH,KULDEMH,KULHMMH,KULJMMH,KULHVM
KUL KULS3B H
K FOR ROYALTY - ADDITIONALLY INCLUDE KULHPMH

KULHSMH,KULJNMH,KULJOMH
KUL KULS4B
KUAKKMH, KUASZMH, KUARRMH, KULHIMH, KULHNMH
KUA KUASVB
KHHKDMH, KHHKKMH, KHHKRMH, KHHAPCI, KHHRRMH
KHHSSMH, KHHSZMH, KULHIMH, KULHNMH
KHH KHHSVB
FOR ROYALTY ADDITIONALLY INCLUDE KULHPMH

LAXKDMH, LAXKKMH, LAXZQMH, LAXSSMH,LAXROMH,
LAXSVB KULHIMH, KULHNMH
LAX

LBUKKMH, LBUSZMH, LBURRMH, KULHIMH
LBUSVB
LBU
LDUKKMH, LDUSZMH, LDURRMH, KULHIMH,KULHNMH
LDU LDUSVB
L LGKKKMH, LGKSZMH, LGKRRMH, KULHIMH, KULHNMH

LGK LGKSVB
LHRKDMH, LHRKKMH, LHRKRMH, LHRZQMH
LHRMHEI, LHRKSEI, LHRHHMH, LHRDHCR, LONRRMH,
LON LONSVB KULHLMH KULHHMH, KULHMMH

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
MAAKDMH, MAAKKMH, MAAKZA,I MAASZMH, MAARRMH,

KULHLMH, KULHHMH, KULHMMH
MAA MAASVB

MANROMH, MANKDMH, MANKKXH, MANOOXH, KULHLMH,
KULHHMH, KULHMMH
MAN MANS1B

MELKDMH, MELKIAN, MELSZMH, MELSSMH, MELRRMH,
MEL MELSVB

MESKDMH, MESSZMH, MESROMH, MESRRMH, KULHLMH,
KULHHMH, KULHMMH
MES MESSVB

M MNLRRMH, KULHLMH, KULHHMH KULHMMH
MNL MNLSVB

MYYKKMH, MYYSZMH, MYYKPMH, MYYRRMH, KULHLMH,
KULHHMH, KULHMMH
MYY MYYSVB
FOR ROYALTY - INCLUDE KULHIMH KULHPMH

OSASZMH, KIXKDMH, OSARRMH, KULHLMH, KULHHMH,
KULHMMH
O OSA OSASAB

CDGKDMH, RSYKPAF, RSYKXAF, KULHLMH, PARSZMH,
PARSVB PARSSMH PARRRMH, KULHHMH, KULHMMH
PAR

PEKKDMH, PEKAPCA, BJSRRMH, BJSSZMH, KULHLMH,
P KULHHMH KULHMMH
PEK PEKSVB

Date : 01JUL2009
Revised Date :-
VVIP/ VIP & BMA SITA Group Addressees (By stations) – Cont.
CITY GROUP
ALPHA CODE CODE
PENKDMH, PENKRMH, PENKKMH, PENGGMH,

PENSSMH, KULHIMH PENRRMH, PENKPMH, PENSZMH,
PEN PENSVB KULHLMH, KULHHMH, KULHMMH
P FOR ROYALTY - INCLUDE KULHPMH
PERKPQF, PERKDMH, PERSZMH ,PERRRMH,
PER PERSVB

PNHRRMH, PNHSZMH, PNHKDMH, KULHLMH,
PNH PNHSVB KULHHMH, KULHMMH

RGNSZMH, RGNKDMH, RGNKKMH, RGNROMH,
RGN RGNSCB
R ROMRRMH, FCOKKMH, KULHIMH, KULHLMH, KULHHMH

ROM ROMS1B KULHMMH

SBWKKMH, SBWSZMH, SBWSSMH, SBWRRMH,
SBWKPMH, KULHLMH, KULHHMH, KULHMMH
SBW SBWSVB
FOR ROYALTY - INCLUDE KULHPMH :

SDKKKMH, SDKSZMH, SDKSSMH, SDKRRMH,KULHLMH,
SDK SDKSVB KULHHMH, KULHMMH
SELKDMH, SELSZMH, SELRRMH, SELKIKE, KULHLMH,
S KULHHMH KULHMMH
SEL SELSV

SGNKDMH, SGNSZMH, SGNKKVN, SGNRRVN,
SGN SGNSV KULHLMH, KULHHMH, KULHMMH

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
SHARRMH, PVGKDMH, SHAZQMH, KULHLMH,

SHA SHASVB KULHHMH, KULHMMH
SINKDMH, SINKRMH, SINKKMH SINSZMH, SINSSMH
SIN SINSVB SINRRMH, SINKPMH, KULHLMH, KULHHMH KULHMMH
SUBSZMH, SUBKDMH KULHLMH, KULHHMH, KULHMMH
SUB SUBSVB FOR ROYALTY - INCLUDE KULHPMH
S
SYDKIAN, SYDKDMH, SYDKKMH, SYDSZMH, SYDSSMH,
SYDRRMH, KULHLMH, KULHHMH, SYDZQMH,
SYD SYDSVB KULHMMH
TGGKKMH, TGGSZMH, TGGRRMH, KULHLMH,
TGG TGGSVB KULHHMH, KULHMMH
TPEKDMH, TPEKKMH, TEPKRMH, TPEAPCI,TPERRMH,
TPESVB
TPE TPESSMH, TPESZMH, KULHLMH, KULHHMH, KULHMMH
TWUKKMH, TWUSZMH, TWUSSMH, TWURRMH,
TWU TWUSVB KULHLMH, KULHHMH, KULHMMH
T
NRTKDMH, NRTKKMH, TYOZQMH,
TYORRMH,TYORQMH TYOSMMH, NRTKIJL, KULHLMH,
TYO TYOSVB KULHHMH, KULHMMH
ZRHKDMH, ZRHSZMH, ZRHRRMH, KULHLMH,
Z ZRH ZRHSVB KULHHMH KULHMMH

Date : 01JUL2009
Revised Date :-
VVIP/ VIP & BMA SITA Group Addressees (By stations)
CITY GROUP
ALPHA CODE CODE
ADLKDMH, ADLKLQF, ADLROMH, ADLR2MH, ADLSSMH,

ADL ADLSVC ADLSSMH, ADLSZMH
AKL AKLSVC AKLKDMH, AKLRKMH, AKLZQMH, ADLR2MH

AMDROMH, AMDKDMH, AMDKPIC, AMDKKIC, AMDSZMH
AMD AMDSVC
AMSRRMH, SPLKDMH, SPLKKMH, SPLPHKL, AMSSSMH,

AMS AMSSVC AMSSZMH
AORKKMH, AORRRMH, AORSZMH

AOR AORSVC
A
ARN ARNRAC

BEY BEYSVC
BKIZQMH, BKIKKMH, BKIKDMH, BKIKRMH, BKIKJMH, BKISSMH

BKI BKISVC BKIRRMH, BKIGGMH, BKIKIMH
BKKKDMH, BKKKKMH, BKKKRMH, BKKRRMH, BKKSSMH,

BKK BKKSVC BKKKKTG BKKKJMH
BNESZMH, BNEROMH, BNEKDMH, ADLR2MH

BNE BNRSVC
B
BRUKKMH, BRUAPMH, BRUSZMH
BRU BRUSVC
BTUKKMH, BTURRMH, BTUSZMH

BTU BTUSVC

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
EZEKDMH, EZESPLH, EZESOLH, EZESHSR, BUESZMH ,

BUE BUESAC BUERRMH
B
BWNKNMH, BWNSZMH, BWNRRMH, BWNKGBI
BWN BWNSVC
CANKDMH, CANAPAC, CANRRCA, CANSZMH

CAN CANSVC
CEB CEBSVC CEBRRMH, CEBSZMH, CEBKDMH, CEBKPPR, CEBKZPR

CMBS1C CMBKJUL, CMBKGU,L CMBRRMH, CMBKSUL, CMBKPUL,
CMB CMBKDUL
C
CPTSBC CPTKKSA, CPTKDMH, CPTSZMH, CPTRRMH
CPT
CAI CAIRCC CAISZMH, CAIKKMS, CAIKDMH, CAIRRMH

DACSZMH, DACOABG, DACKDMH, DACRRMH
DAC DACSBC
DELSVC DELKNMH, DELKPIC, DELRRMH, DELSZMH

DEL
D
DPS DPSSVC
DPSKIGA DPSKWGA, DPSKPGA, DPSKKMH
DXBSVC DXBKKMH, DXBKDMH, DXBSSMH, DXBSZMH, DXBRRMH:
DXB
E EWR EWRAC EWRFOXD, EWRKDMH, EWRKKMH, NYCSZMH
FRAKDMH, FRAXCMH, FRASZMH, FRASSMH, FRARRMH

F FRA FRASVC
HANSZMH, HANKDMH, HANKDVN, HANAPVN, HANRRMH,

HAN HANSVC HANKKVN
H
HKGSZMH,, HKGSSMH, HKGKDMH, HKGKRMH, HKGRRMH,
HKGSVC
HKG HKGKKMH

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
HKTKLTG, HKTKTTG, HKTKJTG, HKTKKMH, HKTSZMH,

HKT HKTSVC HKTRRMH
H
ISTRRMH, ISTAPMH, ISTSSMH, ISTSZMH, ISTSTMH

I IST ISTSVC
JEDSVC JEDKDMH, JEDKKMH, JRDSZMH, JEDRRMH

JED
JHBKKMH, JHBRRMH, JHBSSMH, JHBSZMH

JHB JHBSVC
J JNBSVC JNBZQMH, JNBKDMH, JNBROMH

JNB
CGKKDMH, CGKKNMH, JKTSZMH, JKTSSMH, JKTRRMH

JKT JKTSVC
KBRKMH, KBRSZMH, KBRRRMH

KBR KBRSVC
KCHZQMH, KCHKDMH, KCHKNMH, KCHGGMH KCHROMH,

KCH KCHSVC KCHKRMH, KCHKKMH
KHIKKMH, KHIRRMH, KHISSMH, KHISZMH

KHI KHISVC
KULZZMH, KULDZMH, KULDEMH, KULOUMH, KULDPMH,

KULS1C KULSXMH HDQRVMH, KULDOMH, HDQERMH, KULEMMH,
KUL
KULELMH, KULOCMH, KULHLMH, KULJSMH, KULWWMH,
K KULGZMH, KULGGMH, HDQHVMH, KULHPMH, KULDGMH,
KULKZMH, KULKDMH, KULKUMH, KULK1MH, KULKRMH,
KUL KULS2D KULKPMH, KULJWMH, KULJNMH, KULJOMH, KULJAMH,

KULHUMH, KULHMMH KULHNMH, KULHAMH, KULHVMH ,
KULHSMH, KULHHMH, KULKGMH, KULTKMH, KULJEMH,
KULHTMH KULJMMH KULOVMH KULDMMH, HDQERMH,
HDQHVMH, HDQRVMH, KULDMMH, KULDOMH

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
KULDPMH,KULELMH,KULGGMH, KULHHMH, KULHLMH,

KULHMMH, KULHSMH, KULHVMH, KULJEMH, KULJMMH
KULJNMH, KULJSMH, KULKAMH, KULKRMH, KULKUMH,
KUL KULS3C
KULKZMH KULK1MH, KULOCMH, KULOVMH, KULDEMH,
KULTKMH KULWWMH, KULKDMH, KULDGMH, KULHNMH ,
KULOUMH,KULJAMH, KULKRMH, KULGGMH, KULHIMH,

KUL KULS3D
KULHKMH
HDQRVMH, KULKZMH, KULKDMH, KULJMMH, KULK1MH,
KULTKMH KULHNMH, KULJWMH, KULJOMH, KULJEMH ,
KUL KULS4C KULHVMH, KULHSMH KULJNMH
K
KUAKKMH, KUASZMH, KUARRMH
KUA KUASVC
KHHKDMH, KHHKKMH, KHHKRMH, KHHAPC,I KHHRRMH,

KHHSVC
KHH KHHSSMH, KHHSZMH
LAXKDMH, LAXKKMH, LAXZQMH, LAXSSMH, LAXROMH

LAX LAXSVC

LBU LBUSVC

LDU LDUSVC
LGKKKMH, LGKSZMH, LGKRRMH

LGK LGKSVC
L
LHRKDMH, LHRKKMH, LHRKRMH, LONZQMH, LHRKAXH,
LON LONSVC LHRKEXH LHRHHMH, LHRBBCR, LONRRMH, LHRKZMH
MAAKDMH, MAAKKMH, MAAKZA,I MAASZMH, MAARRMH

M MAA MAASVC

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
MADSZMH, MADKDMH, MADRRMH, MADKRIB, MADKVIB,

MAD MADSVC MADKZIB
MANROMH, MANKDMH, MANKKXH, MANOOXH

MAN MANS1C
MELKDMH, ADLR2MH, MELSZMH, MELSSMH, MELROMH

MEL MELSVC
MESKDMH, MESSZMH, MESROMH, MESRRMH

MES MESSVC
MLERRMH, MLESSMH, MLEKKMH, MLEKCQ2

M MLE MLERHC

MNLSVC
MNL MNLRRMH
MYY MYYSVC MYYKKMH, MYYSZMH, MYYKPMH, MYYRRMH

OSASZMH, OSARRMH, KIXKDMH
OSA OSASAC
O
PARSVC CDGKDMH, RSYKPAF, RSYKXAF, PARRRMH, PARSZMH,
PAR PARSSMH
PDGRDC PDGKOGA, PDGKDMH, PDGRRMH, PDGSZMH, PDGKKMH

PDG
PEKSVC PEKKDMH, PEKAPCA, BJSRRMH, BJSSZMH

PEK
PENKDMH, PENKRMH, PENKKMH, PENGGMH, PENSSMH,

P PENSVC
PENRRMH PENKPMH, PENSZMH
PEN
PERRRMH, ADLR2MH, PERKDMH, PERSZMH

PER PERSVC

Date : 01JUL2009
Revised Date :-
CITY GROUP
ALPHA CODE CODE
PNHRRMH, PNHSZMH, PNHKDMH

PNH PNHSVC
P PUSSZMH, PUSKDMH, PUSRRMH

PUS PUSS1C
REPROMH, REPSZMH, REPKDMH, REPWK7X, REPKLXH

REP REPRSC
RGNSZMH, RGNKDMH, RGNKKMH, RGNROMH

RGN RGNSC
R
ROMRRMH, FCOKKMH, ROMSZMH
ROM ROMS1C
SBWKKMH, SBWSZMH, SBWSSMH, SBWRRMH, SBWKPMH

SBW SBWSVC
SDKKKMH, SDKSZMH, SDKSSMH, SDKRRMH

SDK SDKSVC
SELKDMH, SELSZMH, SELRRMH, SELKIKE

SEL SELSVC
SGNKDMH, SGNSZMH, SGNKKVN, SGNRRVN

SGN SGNSVC
S
SHARRMH, PVGKDMH, SHAZQMH
SHA SHASVC
SINKDMH, SINKRMH, SINKKMH, SINSZMH ,SINSSMH,
SINRRMH SINKPMH
SIN SINSVC
SUBSZMH, SUBKDMH
SUB SUBSVC
ADLR2MH, SYDKDMH, SYDKKMH, SYDSZMH, SYDSSMH
SYD SYDSVC SYDRRMH SYDZQMH
TGGKKMH, TGGSZMH, TGGRRMH

TGG TGGSV
T TPEKDMH, TPEKKMH, TEPKRMH, TPEAPCI,TPERRMH,

TPE TPESV TPESSMH TPESZMH

Date : 01JUL2009
Revised Date :-
GROUP
CITY CODE SITA TELEX ADDRESSEES
ALPHA CODE
TWU TWUSV TWUKKMH, TWUSZMH, TWUSSMH, TWURRMH
NRTKDMH, NRTKKMH, TYOZQMH, TYORRMH,TYORQMH,

TYO TYOSV
TYOSMMH NRTKIJL
Z ZRHKDMH, ZRHSZMH, ZRHRRMH

ZRH ZRHSV

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 17 – GOVERNMENT OF MALAYSIA (GOM)
SECTION 17 – GOVERNMENT OF MALAYSIA TRAVEL (GOM)
17 Policy on Government of Malaysia Passengers Travelling On Malaysia Airlines
It is the policy of the Government of Malaysia “GOM” on their officials travelling

entitlement to revise and establish new class priorities the travelling for GOM paid
passengers in relation to their designations in the government.
As a guideline, the procedures and conditions have been classified as follows:
17.1 To be Upgraded Automatically at time of Reservations
 Government Federal Minister and Deputy Minster

 Chief Justice of Malaysia (Ketua Hakim Malaysia)
 Speaker of Parliament (Dipertua Dewan Rakyat)
 President of Senate (Dipertua Dewan Negara)
 State Chief Minister (Menteri Besar)
 Parliament Secretaries
 Government Chief Secretary
 Federal Ministries Secretaries (KSU)and Deputy Chief Secretaries (TKSU)
 Chief and Armed Forces and Deputy Chief of Armed Force
 Inspector General Police and Deputy General Police
 Federal Attorney General
17.2 Upgraded to First Class from Business Class when paying Full Business Class
fare
17.2.1 To be upgraded Subject to seat availability
 Other government officials
Upgraded to First Class when paying Full Business Class fare

Government Officials paying full economy class fare vide GOM Warrant will also to
be upgraded to business class at time of reservation but subject to seat availability
basis only.
Government Officials paying excursion or advance purchase excursion economy

class fare will NOT BE ENTITILED for upgrading. The terms and conditions of the
excursion fare must be abided strictly except for the minimum stay and ticketing
dateline. This exemption applicable only on Malaysia Airlines Services
Government Officials on privilege or leisure travel but paying discounted fares will
be excluded from the above arrangements.

Date : 01JUL2009
Revised Date :-
Malaysia Airlines will allow Government Officials to be considered for upgrading to

higher class at the time of ticketing upon payment of the fare difference
 Government passengers who are entitled to travel on YEE fare and willing to
pay the difference for full economy class fare can be considered for upgrading
to business class but subject to seat availability basis only
 Government passengers who are entitled to travel on economy and willing to
pay fare difference for business class fare can make firm advance reservations
business class and also be considered upgrading to first class but subject to
seat availability only
 Government passengers who are not entitled for automatic upgrading from
business class to first class but willing to pay the fare difference for first class
fare can make firm advance reservation for first class
 Paying higher fare difference is also applicable for Government Officials who
are travelling domestically. However, such Government Official or sponsored
passengers must produce a letter of concurrence for their respective
department or sponsor prior to ticketing. This is to avoid unnecessary enquiry
from the GOM Department Heador Auditor later.
17.3 Reservations Policy
Staffs are t apply booking designator *RBD* as follows:-
Type of Fare Paid New *RBD* to be Booked
C Y
Y C
Staffs are to insert REMARK item in the reservations to reflect as follows
 To reflect GOM categories
OSI:MH GOM OF MALAYSIA
 To reflect GOM designation
OSI: MH GOM KSU KEMENTERIAN KESIHATAN

Date : 01JUL2009
Revised Date :-
For GOM Officials, seats are booked on business class or economy class and
reserved on first class or business class upon reservations respectively. The
REMARK item must also be inserted in the PNR to reflect the fare basis accordingly.
Example: OSI : MH GOM/Y or OSI : MH GOM/C
For GOM Officials paying published excursion or advance purchase excursion

economy fare seat is booked on economy class only upon reservations. OSI:
element must be inserted in the PNR to reflect the fare basis.
Example: OSI: MH GOM/YEE
For GOM Officials paying higher fare difference, seat is booked on economy class
and reserved on business class upon reservations. Reservations staffs are required
to insert OSI: element to reflect the GOM fare basis and mode of payments.
Example: OSI: MH GOM/YEE - PAX/CASH
For GOM Officials paying higher fare difference, passengers can make advance
reservations on business class and first class respectively. Reservations staffs are
required to insert OSI: element to reflect the GOM fare basis and mode of payments.
Example: OSI: MH GOM/Y - PAX/CASH
17.4 Mode of Payment
 Warrant Perjalanan Udara - WPUA

 Civil Air Transport Warrant - CATW
 Air Transport Request - ATR
 Warrant Penerbangan Malaysia - WPM
 Fare Difference - CASH / CHEQUE
Note: Cheque required 7-10 working days before date of departure or on

ticketing time limit. The above mode of payment is applicable only for
`IATA published fares.
17.5 Ticketing Policy
Staff must ensure correct booking class as shown on the Warrant or Air
Transport Request.

Date : 01JUL2009
Revised Date :-
17.6 GOM Business Class paying passengers
 For GOM Officials, issued business class open dated ticket accordingly for
MH sectors where first class is applicable.
 To show “ C” in fare basis and class of travel
Reissue flight coupon according to the confirmed seat
17.7 GOM Economy Class paying passengers
 For GOM Officials ,issue a economy class open dated ticket accordingly for
MH sectors where business is applicable
 To show economy class in fare basis and class travel
 Reissue flight coupon to the confirmed seat
17.8 GOM Excursion Economy Class paying passengers
 For GOM Officials paying published excursion economy class fares , issue
“ YEE “ or “APEX” class ticket
 To show the “YE” in class of travel
 For GOM Officials traveling Domestic routes ,the published excursion
economy class fares are applicable
17.9 GOM Passengers paying higher fare difference
 If paying for full published economy class fare , issue economy open-dated
ticket accordingly for MH sectors only where business is applicable
 Reissue flight coupon to the confirmed seat
 If paying for business class fare, issue a business class firm ticket
accordingly
 To show Y or C or F in fare basis and class of travel accordingly
Ticketing to indicate in the form of payment both mode of payment if in one ticket
part payment is by warrant and differential paid by passenger in the form of
cash/cheque or credit card.
Example:
FOP : GR*W10223*81023429
FOP : CA/200MYR – Taxes to be paid by cash
FOP : CH/200MYR – Taxes to be paid by cheque

Date : 01JUL2009
Revised Date :-
For GOM passengers paying higher fare difference after ticket is issued, ticketing
staff is to reissue the ticket and to indicate the necessary entry.
17.10 Endorsement Box: Government of Malaysia
Ticketing staff must ensure that the indicators on GOM travel i.e. under OSI: is
updated under the PNR.
Example:
OSI :MH GOM OF MALAYSIA
Other Airlines: OSI: KL HK1. GOVT OF MALAYSIA
Failure to update with the above information may result in the booking being
cancelled due to doubtful.
17.11 Refund policy
 Airfare will be refunded accordingly to Malaysia Airlines refund procedures

 In cases where GOM passengers paid fare difference for full economy
class or higher class and get upgraded but subsequently were involuntarily
downgraded because of facilitating higher ranking GOM officials
reservations or late check-in of GOM passengers. Ticket are to be refunded
fully only for the fare difference accordingly. The traffic staff must duly
stamp * INVOLUNTARY DOWNGRADING* and the flight/date on the
passenger coupon to facilitate passenger claim for refund.
 No refund will be entertained for GOM passengers who paid the fare
difference and confirmed and accepted for travel in the higher class prior to
check-in.
17.12 Downgrading Policy
 Reservations and/or customer services/traffic staff to downgrade only the

lower on ranking GOM Officials on duty or privilege travel to facilitate
booking confirmation of late check-in for upgrading of higher ranking GOM
Officials or their superiors on GOM paid duty or privilege travel.
 Downgrading also applicable to lower ranking GOM Officials who paid
higher fare difference.
 Travel on other carrier/code share operated by partner carrier
 Upgrading is NOT ALLOWED for travel on other carrier, strictly as per paid
i.e. economy or business and first class, this restriction also applied to MH
joint services and code-share flights operated by partner carrier.
 GOM passengers must get endorsement from Manager Government and
Student travel before they can travel on other carriers.

Date : 01JUL2009
Revised Date :-
17.13 Discounted Travel for Malaysian Members Of Parliament
Introduction
A special discount is offered to Malaysian Members of Parliament and their

spouse for travel on Malaysia Airlines flight services. This fare applies to one-way
or return travel within Malaysia.
Class of Travel
First/Business/Economy Class
Applicable Discount
25% of the normal published fare
Period of Application
All year round
Document
Member of Parliament is not required to apply in person when purchasing the

tickets. However, the person who purchases the ticket on behalf of the Member
of Parliament must produce the original membership card. No special form is
required to be completed.
17.13.1 Reservations Procedure
The normal PNR creation applies.
Under OSI element to indicate:
OSI: MH MEMBER OF PARLIAMENT
Ticketing Procedure
Fare basis - First Class - FWRM

Business Class - CWRM
Economy Class - YWRM
Restriction / Endorsement: MEMBER OF PARLIAMENT
Form of Payment: CASH/CHEQUE/CREDIT CARD/
CHEQUE – Acceptance of cheque is subjected to

procedures on cheque acceptance grace
period (7 full working days)

Date : 01JUL2009
Revised Date :-
17.13.2 Cancellation and Refunds
If changes at any time (more than 24 hours), the applicable penalty would be
MYR65.
If the travel is less than 24 hours or NOSHO, the applicable penalty would be
MYR75 (per sector) for travel within Peninsular Malaysia or within
Sabah/Sarawak.
For travel between Peninsular Malaysia and Sabah/Sarawak, the amount will
be MYR100.
17.13.3 Advertising and Sales
Restricted only to sales made in Malaysia. Reservations and ticketing can only
be performed by Malaysia Airlines offices.

Date : 01JUL2009
Revised Date :-
17.14 Diplomatic Mission Discount
Members Of Malaysian Diplomatic Mission/Government Bodies And

Agencies Overseas
Introduction
This special fare applies to members of Malaysian Diplomatic Mission,

Government Bodies and Agencies based Overseas.
17.14.1 Eligibility
Malaysian Government Officials (Home-Based Staff)
a) All members of Malaysian Diplomatic Mission Overseas, their spouse and

children below 12 years old who are unemployed;
b) All Malaysian staff of:
i. Tourist Development Corporation (TDC)

ii. Majlis Amanah Rakyat (MARA)
iii. Malaysian Industrial Development Authority (MIDA)
iv. Federal Land Development Authority (FELDA)
Stations overseas and families.
17.14.2 Loyalty recruited staff
i. All locally recruited staff with their families who must have served for at
lleast one year with Malaysian Diplomatic Mission/TDC/MARA/ MIDA and
FELDA overseas.
ii. They must be in active service with the department at the time of
application
iii. Staff can only utilize this special fare once a year.
First/Business/Economy class
17.14.4 Applicable Discount
i. For children between the age of 2 but below 12 years, 50% discounted
fare apply.
ii. A 90% discount on all applicable discounted fare is offered to infants.

Date : 01JUL2009
Revised Date :-
Other Conditions
i. This fare will be applicable on MH services only. Tickets issued under this
fare are non-endorsable to other carriers and non-reroutable.
ii. All tickets must be purchased in Cash or Cheque. Credit cards and MCO
will not be entertained.
iii. The normal procedures and conditions as applicable on any other tickets,
e.g. Baggage, Weight, Validity Period and Fare types will not change.
iv. The sale of this ticket will be a direct transaction between MH and
passenger and not through travel agents.
v. A certification letter from the Malaysian Missions overseas must be

submitted to MH at the time of making a request for issuance of this
special fare tickets. For applications made in KUL, issuance of tickets will
be handled by Government Travel Section, No. R26, Mezzanine Floor
Kompleks Perbadanan Putrajaya, Pusat Pentadbiran Kerajaan
Persekutuan, Presint 3, Putrajaya.
17.15 Ticketing Entries
Fare Box - Applicable discounted fare

Fare Basis - DP50/DP65/DP25 e.g. YFX/DP50
(two digits to indicate percentage of discount)
Validity - 1 year or as per fare applied
Endorsement - Valid on MH services only
Endorsable/Non-Reroutable
Form of Payment - Cash or Cheque
Manager Government/Student Travel

No. R26, Mezzanine Floor
Kompleks Perbadanan Putrajaya,
Pusat Pentadbiran Kerajaan Persekutuan,
Presint 3, Putrajaya
Sita telex: KULSMMH

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
SECTION 18 – GROUP HANDLING PROCEDURES
SECTION 18 - GROUP HANDLING PROCEDURES
18 Introduction – Group Booking
A group is defined as a party consisting of Nine or more adult and/or child

passengers excluding infants, traveling together.
Groups are an important source of revenue. However, as the average fare can
be much lower than that paid by individual passengers and a high number of
seats reserved in a single transaction, it is important that strict control be
exercised in the handling of group bookings in order to avoid seat wastage and
loss of revenue either through inaccurate forecasts or improper group handling
procedures.
18.1 Objective
 To achieve optimum materialization of Group bookings to maximize revenue
 To prevent deliberate protection of seats by Selling Stations and subsequently

transferring group bookings from one agent to another
 To avoid manipulation of seats by travel agents
 To ensure early release of seats to the Inventory with adequate lead time for
resale to other high yield bookings/bona fide passengers
 To minimize mishandling of group bookings.
18.2 General Procedures
Written applications with descriptions of the desired travel are to be submitted by

travel agents/tour operators/sponsors to the Sales Department of the station
concerned. As for KUL station, travel agents are allowed to transact Group
bookings themselves.
The respective Regional/Area/District Manager will discuss with the travel

agent/tour operator/sponsor on the group size, itinerary and pricing.
On no occasions will the travel agents/tour operators/sponsors is permitted to

secure in small number through separate individual transactions either directly
with MAS or through their CRS‟s for purpose of accumulating of these seats to
form group reservations. MAS will cancel all such activities without further
reference with the booking source.

Date : 01JUL2009
Revised Date :-
18.3 Revenue Management, NRM Department Responsibilities
In order to achieve optimum materialization of groups, RMD/NRM will enforce

the following guidelines:
 Confirm group requests based on demand, yield and past performance of the
requesting station with a view to maximize revenue
 Prohibit the transfer of groups from one agent to another
 Ensure that group content during peak seasons is reduced. Speculative
series and suspected doubtful bookings are not to be entertained.
 Review all confirmed groups reserved on critical flights during peak period
with the objective of reducing group content for higher yield traffic. Selling
Stations are to effectively act on these checks.
18.4 Reservations Responsibilities – Selling Stations
Ensure all requests for group reservations have been approved by the respective
Regional/Area/District Manager at the station.
Act on group reservations requests only after approval by the respective

Regional/Area/District Manager
Group PNR‟s are to be created using NN action code with RBD (G) for economy
class
Group PNR‟s will be routed back to the respective Contact Field City confirmation
queue.
Note: Any request for group reservations on specific flight(s) during identified
peak periods will be held in abeyance until a predetermined date
(months) before departure. This predetermined date will be decided upon
by RMD and the respective Regional/Area/District Manager. For such
group reservations during these periods, group deposits are to be
collected on confirmation of groups.
18.5 Group Ticketing-Time-Limit
The Reservations Office at the station, on receiving group confirmations or

otherwise will relay same to Sales Department for their follow up action with the
agent/sponsors concerned. Ticketing Time Limit must be entered in each of the
PNR‟s for the mandatory periodical firming checks.
Transfer of a confirmed group from one agent to another should not be

entertained; instead it must be treated as a normal cancellation and fresh
booking creation.
Names for individual members of a group which has been confirmed must be
received, updated in the PNR and ticketed before the departure date, according
to the stipulated period. (Refer table on next page).
GROUP NAMELIST SUBMISSION TICKETING TIME LIMIT

Date : 01JUL2009
Revised Date :-
CONFIRMATION DATELINES/PNR UPDATE (TTL)

Beyond 30 days 30 days 14 days
Between 30-15 days 14 days 10 days
Between 14-7 days The following days
6 days & less The same day
Time limit for group name is mandatory element and must be immediately
updated in the PNR after receiving the confirmation.
Entry: OP/30JUN/KUL001/CHK NAMES
Note: Should market demands at a station require deviations to above, such

station
should liaise with RMD or otherwise the booking must be cancelled.
18.6 Name Change
Once a group is ticketed, name changes are strictly prohibited. It has to be

treated as a normal cancellation and reduction in group size and a fresh request
rebooked in the usual manner. Under extenuating circumstances, RMD may
consider requests for name
changes but this must be kept to a minimum. In such cases, the changes
together with valid reasons are to be entered in the RMK: of the PNR and
queued to the Sector Control City of the first air segment.
Notwithstanding the various periodical checks, Firming Checks queries initiated

by RMD must be acted within 24 hours of receipt.
Once a group is ticketed and firmed, the Selling Station is to:
 Indicate in the RMK: of the PNR, the name of the tour operator/contact at
each stopover point in the itinerary.
 Ensure group seating request is undertaken for each segment.
For groups confirmed on other carriers, ensure comply with their requirements for
names and TTL. In all transactions advise names or reductions/increases in
group sizes accordingly. Ensure that the names/ticketing details/contact
number/TCP information/group seat request etc. have been confirmed and
updated in other carriers system.
e.g. OSI: LH GRP TCP 20 RESEARCH/FORD/EUROPE/GRP

OSI: LH CTCA FRA EXCELSIOR HTL/AGT ABC TRVL
In the course of performing periodical and/or Firming Checks, cancellations

received must be action immediately. No attempt whatsoever must be made to
reallocate seats to another group.

Date : 01JUL2009
Revised Date :-
18.7 Group PNR
Reservations staffs are not permitted to obtain seats from the Inventory for 10 or
more passengers, in any single transaction. However for purpose of effecting
group reservations, staff may do so provided the Name Element of the PNR is
made up of a Corporate Name, the appropriate Reservations Booking Designator
and Action Code LL are applied, the fare level paid by the group and the group
information under RMK: are entered.
18.8 Corporate Name in Group Name Element
Create the name based on the group type, strictly complying with the format.
Following are the two letter mandatory group booking and group type identifier
for group PNR creation.
GROUP BOOKING TYPE AD ADHOC

SR SERIES
GROUP TYPE CM CLUB MEDITERRANEAN

CN CONTRACTUAL
FM FAMILIARISATION
GH MAS HOLIDAY
GV GOVERNMENT
LB LABOUR
SD STUDENT
SM SEAMAN
SP SPORTS
PR PROMOTION
OT OTHERS
18.9 Reservations Booking Designators (RBD) – Group Booking
Apply the RBD for the class compartment of travel as tabulated, on next page:

Date : 01JUL2009
Revised Date :-
Reservations Booking Designators (RBD) – Group Booking
CLASS COMPARTMENT APPLICABLE RBD
F A
C D
Y G
S G
T G
18.10 OSI: Element in Group PNR
Additionally SSR: element must also be entered to indicate the total number of
passengers booked particularly if the reservations process involves more than
one PNR. These actions will also come about as a result of increase or
decreases in group sizes.
Example: OSI: MH GRPS TCP20HKG/AD/MORNING/STAR/GRP
To facilities expeditious retrieval of PNR when more than one PNR is created for
a group, PNR references should be cross-referenced in the RMK: element of
each PNR.
18.11 Group PNR Creation - GN :
Group Name and Group Element

A Group Name entry ( GN : ) is mandatory for PNR creation whenever a PNR
has 10 or more passenger names. The maximum number in any one group of a
PNR is 511. The group name is limited to letters and slashes. For example, a
group of 25 passengers traveling as “JUBILEE TOUR 25” is booked and entered,
as shown below.
Important: Passenger names consisting of 10 or more names require a

Group PNR to be created.
It is also mandatory to input the following information in every Group PNR :

i. SSR: Element – Entry: SSR: GRPF MH MYR1500 (Actual amount per pax)
ii. RMK: Element – Entry: RMK:S/SOC20395174 (Sales outlet code of group
sales made at station)
(Refer to next page on example of Group PNR creation)

Date : 01JUL2009
Revised Date :-
Entries:
1. GN25JUBILEE/TOUR/TWO/FIVE
2. SS MH784 G 16MAY KULBKK NN25
3. SS MH785 G 25MAY BKKKUL NN25
4. CTB / KUL / JUBILEE TOUR
5. TKTL / 1700 / 01MAY/KUL20395174
6. OP /. +7/ KUL001 /CHK DEPOSIT PAYMENT
7. OP /. + 21/ KUL001 / ADV NAMES
8. OP /. + 30/ KUL001/ FINAL PAYMENT
9. OP /. + 35/ KUL001/ TKT ISSUANCE
10. RMK:S/SOC20395174
EOT/End Transaction: * RT
Note: Line No 10, station‟s SOC is enter under RMK: to register the sale.
Response:
After the group name is entered and the PNR is stored, the group name
cannot be changed unless it meets the following guidelines:
- PNR has to be a Host Mechanized office created PNRs Only

- PNR should only have host segments
- Group Name change is possible only before the PNL delivery
- The group PNR can be retrieved by either method.
- Group name and any actionable segment or
- Any individual name within the group and any actionable segment.

Date : 01JUL2009
Revised Date :-
A group element is created automatically by Reservations System when the

group name is entered. This group element contains the items listed below.
1) Seats held by the group at creation

2) Seats cancelled
3) Seats split
4) Firming date - if it has been entered
Always start each group name with the number of seats to be reserved for that
group. The number in party is a necessary part of that group name.
The total number of names in each PNR must not exceed 511.
The total number of seats indicated in the group name element must agree with
the number of seats in the Segment element.
Group Name Entry Examples
Entry - Group name:
GN:25 TRIWAYS TRAVEL

Or
GN 25 TRIWAYS TRAVEL
Entry - Group name with a number as part of the group name:

GN: 25VISIT/EUROPE/ONE/TWO/THREE

GN: Group name function designator
25 Number in the group
TRAVELAMERICA Group name
VISIT..THREE Group name (no numbers)
Entry - Group name with an inclusive tour as part of the group name:
GN: 30BANDONG TOURSINCLUSIVEGROUP
GN: 30BANDONG /TOURS/INCLUSIVE/GROUP

BANDONG GROUP Group name

Date : 01JUL2009
Revised Date :-
Entry - Group name with a family name as the group name:

GN: 12ZAKARIA/FAMILY

ZAKARIA Group name
When two or more parties having identical family/surnames are booked in the
same PNR, but are not related, the individual parties can be booked as individual
name elements.
NM2KAMAL/ARIFFIN/ROSLAN 3BAKAR/ABU/ALI/AHMAD
18.11.1 Display a PNR (Initial Retrieval)
There are two options to retrieve an active PNR. An active PNR can be
retrieved by either method.
- Passenger Name and Segment

- Reservations System Record Locator
18.11.2 PNR Retrieval Options
Option Description
A Option for an active or current display.
C Option for a complete display (includes

history information).
N Option to include individual passenger

names in a group PNR display.
Note: Reservations System creates an index when a PNR is created. Once a

flight is cancelled, PNRs are placed in the Miscellaneous Index since
there is no flight index to associate the PNR.

Date : 01JUL2009
Revised Date :-
Entry - Group PNR without individual names, flight, date:
RT TRAVELAMERICA/MH094/10OCT
Entry - Group PNR with individual names, flight, date:

RT N/TRAVELAMERICA/MH094/10OCT
Entry - Complete, name, miscellaneous index, group name, flight, date, city
pair:
RT CNM/TRAVELAMERICA/MH784/10OCT/KULBKK
Entry - Active PNR by record locator:

RT JJH03
Entry - Name, active PNR by record locator:

RT N/JJH03
Explanation of the Entries:

RT: Retrieve/re-display PNR
C Complete PNR including history
N Individual names in a group PNR
TRAVELAMERICA Group name
N/TRAVELAMERICA Individual names within a group PNR
JJH03 Record locator
N/JJH03 Individual names, display by record locator
Entry:
RT:JJH03
Or
RT:TRAVELAMERICA/MH002/10OCT
Or
RT:BARNES/MH094/10OCT
Or
RT:N/TRAVELAMERICA/MH785/10OCT
Note: Display the PNR using either flight number or any one of the passenger
names as well as the group name.

Date : 01JUL2009
Revised Date :-
Entry:
RT:N/JUBILEETOUR/MH784/16MAY
Response:
The response is the PNR for a group of 25. Since the N option was included in
the name of the group, the PNR was displayed with all of the individual names.
Available Options (General Use)

RTC Re-display with complete PNR
RTA Re-display active PNR only
RTN Re-display with individual names
NONE If no option is used the PNR will re-display in the original format
Displayed PNR:
The zero in the name element indicates this group PNR. To display the PNR
with the individual names, the following entry is used.
Entry: RTN

Date : 01JUL2009
Revised Date :-
Response:
T
The response is a re-display of the group PNR with the individual names. The
following EOT options RN, RC, or RNC allows reservation agents to combined
EOT and redisplay of Individual or group PNR(s) with Passenger Name and/or
Historical portion of PNR. Since 'C' option is currently used to override
continuity checks, apply the following rule.
When 'C' follows 'R' or 'N', it will be used as a PNR display option. Otherwise
'C' will Override continuity checks.
18.11.3 Group Name (GN:)
Substitute Passenger Names With A Group Name (0/)
This entry is used to correct the situation that exists when the group name in an
incoming Teletype message is missing. In addition, this entry is used when a
group name appears as an individual name instead of a group name.
Example:

Date : 01JUL2009
Revised Date :-
Entry:
O/VISTATOURS

0 Group element number
VISTATOURS Group name
A group name is created using the number of seats in the PNR. The existing
passenger name element is placed in history. After the modification, the PNR
appears as shown:
Response:
Change a non-group PNR into a group PNR. The entry is rejected if more than
one individual name exists with a different spelling.
Incoming Teletype sale (FS, SS, LK, or NK action code) for group space of four
or less seats will now reject to the CN queue with descriptor “Action code”..
Reservations System complies with the AIRIMP definition of a group which
states “A group is a party traveling over one or more segments for which space
has to be requested and may have a group fare.
18.11.4 Readout Displays (RO:)

A Readout Display contains the inventory details about the legs and segments
of a flight. The readout display is related to a specific flight number and date.
The normal response to a readout entry is a screen display. A hardcopy
address can be included in the entry if the readout is to be sent to a printer. A
readout can also be requested by making reference to a segment element
number in a displayed PNR.
Each readout display contains the following information:
Header line
- Leg/compartment information line for each leg of the flight
- Segment/class information line for each segment and class that contains
information The header line of the readout display contains information that
applies to the entire flight. This includes the following information.

Date : 01JUL2009
Revised Date :-
Two or three character code of the Host Airline or Four character code of
the Host Airline and the other airline code when the flight is a Host
controlled pool flight
- Flight number
- Classes of service (RBDs)
- Date
- Type of flight
- Origin city and destination city when no city or segment is specified in the
entry
- Requested city or segment when that option is selected
- Number of days before the departure date
- Aircraft equipment code
- City code of any city where a change of aircraft equipment takes place
- Revised aircraft equipment code
- City and office responsible for controlling the flight
The leg information lines of a readout contain the following:
- Compartment information
- Day change indicator (when appropriate)
- Departure city/airport code
- Number of seats open or available for sale or
- Number of seats overbooked
- Maximum capacity which includes any overbooking formula that is being
applied
- Actual aircraft capacity
- Number of seats booked for transit and boarding passengers
- Group seats open.
- Group seats sold, through and boarding
- Seats on request status
- Seats blocked from sale by an agent
- Leg indicators (described later in this section)

Date : 01JUL2009
Revised Date :-
The segment information lines of a readout contain the following:

-
- Segment departure and arrival city/airport codes
- Class codes
- Seats booked
- Group seats booked
- Seats blocked from sale by an agent
- Seats waitlisted
- Several segment indicators (described later in this section)
Note: Paging storage for a one-page readout (RO) display has been removed.
Effective with this change if the response to a RO entry consists of a one-
page display, it will no longer be possible to redisplay the RO using
Paging entries (PG/PN/PB etc.). Any attempt to do so will redisplay
whatever is stored from a previous display for this paging level.
18.11.5 Readout Request Entry

Following are the options that can be used to request a readout display from a
PNR displayed on the screen.
Entry - Screen display for segment three:

RO:C/3
Entry - Printed copy for segment three:

RO:C/3/H/1514

RO: Readout function designator
C/ (Mandatory) C selection criteria code (count request) and a
Mandatory slash
3 PNR segment element reference number used in place of
specifying an Airline code and flight number
H/1514 Optional hardcopy address when a screen display is not
desired
The following are the optional entries than can be used to request a direct (no
PNR displayed) readout display. All display requests are made for one specific
flight.

Date : 01JUL2009
Revised Date :-
Entry - By departure date:

RO:C/MH002/17JUL
Entry - For a specific class:

RO:C/MH095/Y/17JUL
Entry - For a specific boarding point:

RO:C/MH030/Y/17JUL/PAR
Entry - For a specific city pair (segment):

RO:C/MH723/Y/17JUL/KULCGK
Entry - For a specific class, date, segment, printer number address:

RO:C/MH124/Y/17JUL/KULPER/M/1514

C/ C (mandatory) selection criteria code (count request) and a slash
slash
(/) mandatory)
MH124 Airline code (optional, defaults to host airline code) mandatory
Flight number including any alpha suffix.
RO:C/MH124E/Y/17JUL/SOF
/Y Slash (/) (mandatory) and class code (optional)
17JUL Flight departure date or leg or segment date
/KUL Slash and optional departure city code or segment
/KULPER Slash and optional departure city code or segment
M/1514 Optional printer address when a screen display is not desired
MH002 SA17JUL KULLHR 122 744 FA/JCD/YMKQVB RT3 KUL001 IND N
Header Line Description:

MH Airline code
002 Flight number and suffix (when applicable)
SA17JUL Day of week and date
KULLHR Flight origin and destination or the requested segment when
specified in the entry
122 Number of days until flight departure
744 Equipment at origin of flight
FA/JCD/YMKQVB Reservation booking designators with each compartment
separated by a slash
RT3 RBDC Table 3 is associated to this flight
KUL001 Control group city and office that is responsible for controlling this

Date : 01JUL2009
Revised Date :-
Flight
IND Indicator column for flight followed either by a „Y‟ for YES or „N‟ for
„ N‟. Specific indicator codes such as no waitlist for this flight
(all codes described later in this document).
Leg Line Description

Leg information for an inventory flight is shown by compartment and contains the
following:
- Any day change information

- Departure airport code
- Availability status
- Seats open (available for sale) or overbooked
- Maximum aircraft capacity including any overbooking formula
- Actual aircraft capacity
- Seats booked for transit and local boarding passengers
- Group seats open or overbooked
18.11.6 Various leg indicators:

If limit sales are in effect for a class within a compartment, these values are
shown in a separate leg information line.
Explanation of the Leg Line Descriptors:

C LEG OPN MAX CAP T/B W/L GRO GRS BLK IND
C Compartment (or class for limit sales only).

An equal sign (=) followed by totals for all compartments (omitted
for one compartment flights).
LEG Leg code for origin city of each leg.
OPN Number of seats that are open/available for sale until the MAX
value is reached. If the seats are overbooked, it‟s negative for
example –250. The field size limit is four characters.
MAX Aircraft capacity including the Payload Control Formula (PCF)
overbooking value.
CAP Aircraft capacity.
T/B Number of seats booked, including transit and local boarding
individual and group passengers, seats blocked by an agent.
Maximum number of seats shown in the readout display is 999
due to the field size limit of three characters.
W/L Number of seats waitlisted for this leg.
GRO Group seats open. Zero if all group seats are sold.
GRS Group seats sold with transit and local boarding group
passengers.
Date : 01JUL2009
Revised Date :-
BLK Number of seats blocked from sale by an staff action.

IND The following leg indicators are displayed if the condition
exists:
-B Stop booking indicator

-C Combined status is in effect
-D Night coach indicator
-E Emergency lock is in effect
-I Inventory close out have been entered out of this
city for the flight
-L Control nesting indicator
-N Name closeout has been entered out of this city for
the flight
-P Compartment nesting indicator
-R PNL has been sent for this city
-X Cancelled city
A number or dash (-) to the left of the city is the day change out of that city
indicator relative to the origin date of the flight. The possible values are -1 to
+5 day change. The minus one is shown as a dash (-).
An asterisk to the right of the city code of the final leg of the flight indicates the
final destination city has been cancelled with the Inventory Management IM X
entry.
18.11.7 Segment Line Description

Segment information for an inventory flight is shown by class and
contains the following:
- Segment departure and arrival airport codes

- Class code
- Number of seats booked
- Blocked seats booked
- Waitlisted seats
- Various segment indicators
Each class is displayed on a separate line. Classes that do not contain

any information are not included in the display.
The categories are as follows:
SEG CLS BKD GRS BLK W/L T/R INDICATOR
SEG CLS BKD GRS BLK W/L RQ T/R INDICATOR

Date : 01JUL2009
Revised Date :-
Explanation of the Leg Line Descriptors:

SEG Segment city pair
CLS Class code
Equal sign (=) followed by totals for all classes (omitted for
one class flights).
BKD Seats booked for this segment including group and
blocked seats
GRS Group seats booked for this segment
BLK Seats blocked from sale for this segment
W/L Seats waitlisted for this segment
RQ Seats on request
T/R Traffic restrictions
INDICATOR The following segment indicator codes are displayed by
class if the conditions exist. Flight indicates the indicator is
flight oriented and is applicable to all classes. Class
indicates the indicator is class oriented and is applicable
only to the indicated class(es).
-A Inhibit automatic waitlist acceptance - (Class)

-C Cancelled class - (Class)
-E Electronic Ticket Eligible - (Segment)
-G Inhibit name change non-group PNRs only - Class)
-I Irregular flight operation - (Segment)
-K Inhibit automatic confirmation of waitlist - (Class)
-L This class is part of inventory control nesting -

(Class)
-M A market restriction exist for this segment - (Class)
-N Inhibit name change - (Class)
-O Overbook PNR exists - (Segment)
-P Government Approval - (Class)
-R Permanent Request - (Class)
-S Invalid segment - (Segment)
-X NOOP class - (Class)
-Y Married Segment – (Class)
A traffic restriction (T/R) column has been added to the readout display. If
there are no restrictions on the flight, this column will be blank as in the
example below. A complete list of the restriction codes that may be seen in
the T/R column is shown on the next page.
Entry:
RO:C/MH780/25MAY

Date : 01JUL2009
Revised Date :-
Response:
Example:
The flight operates from Kuala Lumpur (KUL) to Bangkok International Airport.
It is two (2) days before departure and the aircraft is a Boeing 737-400 series.
The office controlling the flight is Kuala Lumpur (KUL) office 001.
There are two compartments on the aircraft.
- Compartment one has one class of service (C) with a capacity of 16 seats.
- Compartment two has 8 classes of service (YWKBHMQLOSTV) with a

capacity of 128 seats.
- There are a total of 4 seats booked in compartment one, which leaves 8 open
seats
- There are a total of 144 booked in compartment two.
- There is a traffic restriction on a class of service as well as on a segment of
the flight.
Entry: RO:C/MH002/10MAY

Date : 01JUL2009
Revised Date :-
Response:
The flight is set up as a code share flight. The readout is the same with the
exception of the C in front of the classes of service for the marketing partner.
Entry:
RO:C/090/12MAY
Response:
Note: The C indicates the flight is set up as a code share flight.

Date : 01JUL2009
Revised Date :-
18.11.8 Response to a Hardcopy Request:

When requesting that the readout display be printed rather than displayed on
the screen, the response is the Start of Entry (SOE) followed by the cursor.
The cursor is in the first position of the next available line following the entry.
The printed Inventory Readout response is in the same format as the screen
display described earlier in this section. The standard hardcopy header line will
appear before the text of the message.
A readout option to display only Leg Compartment Totals (RO T/) is also
available.
Entry - Screen Display:

RO:T/MH780/15OCT

T Leg readout with total counts only
/ (Mandatory) slash
MH 780 Airline code (optional for Host Airline) and mandatory flight
number
/ (Mandatory) slash
15OCT Date
Response:
The response shows there is a total of 68 seats booked out of Kuala Lumpur
one waitlisted total of 17 open seats, 51 seats booked and no waitlisted
passengers.
18.11.9 Partially Confirm and Partially Waitlist Group Space

A group can be partially confirmed and partially waitlisted on a Host airline
inventory controlled segment for the same flight, class and date. The total of
the confirmed and waitlisted seats must equal the total number in the group.
Therefore, staff can confirm a portion of the seats requested or waitlisted for a
group. Partially confirmed group PNRs are given special consideration by
automatic waitlist processing.

Date : 01JUL2009
Revised Date :-
Displayed PNR:
The following entry is used to partially confirm and partially waitlist the segment
on a Host flight. When the PNR is closed with the EOT entry, it will queue back
to the responsible office. Therefore, the booking office/agent can be notified. It
is a good idea to add a Remark or OSI element to explain why reservation
staffs have only partially confirmed the requested space.
Entry:
9/KK20

9 Element number of the requested segment
/ Slash (mandatory)
KK Action code
20 Number in group to be confirmed
Re-displayed PNR:
The re-displayed PNR indicates that Reservations System confirmed 20 seats

(line 9) and created a new segment (line 10) for the seats that could not be
confirmed at this time.
Confirm All Group Space
Confirming all requested space for a group PNR:

Date : 01JUL2009
Revised Date :-
Displayed PNR:
The following entry is used to confirm all of the space for this PNR with a request
status (HN35). When the PNR is closed with the EOT entry, it will queue back to
the responsible office so the booking office/agent can be notified.
Entry:
17/KK

17 Element number of the requested segment
/ Slash (mandatory)
KK Action code
R
e
s
p
o
n
s
e
:
S
Segment 17 has been updated to show that the segment has been cleared and
the passengers need to be notified. The PNR will now be placed on queue for
passenger notification.
18.11.10 Cancel Names in a Group PNR without Decreasing Seats

A special form of the Name Change entry allows cancellation of individual names
in a group PNR without reducing the seat count. This entry is helpful when the
airline reservations will be needed at a later time. For example, the individual
names are not available at this time to replace the ones that have been
cancelled. This special name change is done as follows.

Date : 01JUL2009
Revised Date :-
Displayed PNR:
Entry:
15/16/17/18/4G
Slash (mandatory) - Passenger ID of the individual name to be

changed

changed

changed

changed
Number of seats decreased - must equal the passenger ID's
Group indicator
Response:
The response is the SOE on the line following the entry.

Date : 01JUL2009
Revised Date :-
Re-displayed PNR:
The re-displayed PNR shows that there are still 25 seats for the group.
However, only have 21 names in the PNR at this time. The names for the
remaining four seats can be added at any time.
18.11.11 Decrease of Number in the Group (XE:G)

If the segment for the group is partially confirmed and partially waitlisted, the
waitlisted seats are cancelled first. The number in the group can be decreased
before all individual names are entered. Only those seats not associated with
individual names can be cancelled with this entry.
Displayed PNR:
Entry:
XE:G/4

XE: Cancel element function designator
G Group identifier
4 Number by which the group is decreased or reduced

Date : 01JUL2009
Revised Date :-
The number in the group name and the segment in the itinerary are reduced by
the number in the entry. In this case, the group is reduced by four.
If the group PNR contains waitlisted and confirmed segments for the same
flight, date, and segment, the waitlisted seats are cancelled first. If the number
of seats to be cancelled is more than the number of waitlisted seats,
Reservations System will then go to the confirmed segments to cancel the
remaining seats. For example, originally there was a group of 30. Only 20
seats are confirmed and the other 10 are waitlisted. If 12 seats are cancelled,
Reservations System will cancel the 10 waitlisted seats first and then 2 of the
confirmed seats not associated with a passenger name. The group total is 18.
18.11.12 Cancel both Passengers and Unassigned Seats in a Group PNR

When seats from a group PNR are cancelled, a duplicate group name for the
number cancelled is created and inactivated. This element is placed in the
history portion after EOT. The number in the original group name is reduced
by the number cancelled. The cancellation count in the group element is
updated.
The combination of the cancellation of passenger seats and unassigned seats

in a group PNR is shown below. Using the above PNR example, the entry to
cancel two unassigned seats and passengers BLASS/A and BAKER/C is.

Date : 01JUL2009
Revised Date :-
Entry:
XE G/2/P1/3

XE Cancel element function designator
G Group indicator
2 Cancel two unassigned seats
P1/3 Cancel passenger one and three in the PNR
Because this is a combined entry, the reduction in passengers is a total of four;

two from unassigned group seats and two actual passengers.
There are still 16 seats for the group. However, there are only 6 names in the
PNR at this time.
When the user parameter URGRPQ is set to 1 this inhibits queuing of group
PNRS with 9 or less seats to the CP and GR queue.
The determination to queue or not queue group PNRS of 9 or less seat is made
based on the number of seats in the PNR at the time of the update. For
example, if a group PNR of 10 or more seats is reduced to 9 or less, the PNR
is queued by the update that resulted in the reduction to 9 or less seat. Once
the PNR is reduced to 9 or less seats there is no queuing for any additional
updates.
18.11.13 Group Firming Entry - GF :

A series of user parameters determine the cycle of queuing for all groups
booked on the Host flights. These parameters are URGFHC, URGFHO,
URGFOC, URGFOO, URGFD1-URGFD9, URGFF1-URGFF9, URGFH1-
URGFH9, and URGFO1-URGFO9. The Group firming entry is used to stop all
the automatic group reviews for a group PNR.
The group firming entry is used to tell Reservations System that the group PNR
is complete and all the necessary information needed prior to departure has
been received. When a group PNR is created, Reservations System will
automatically place the PNR on queue for periodic review. The group is firmed
when the following conditions are met. There is a final count for the group and
names to match .Any special services required have been requested and
confirmed.

Date : 01JUL2009
Revised Date :-
The Group Firming GF entry is used to take the following action.

Stop the automatic queuing of the PNR. Record the date and update numbers
in the group element.
Displayed PNR:
E
ntry:
GF:

GF: Group Firm function designator
The latest firming date is displayed in the complete PNR display for a group
element as follows.
Re-displayed complete PNR:

Date : 01JUL2009
Revised Date :-
Response:
020 16.BKD 15 CNL 0 SPLIT 4 FIRMED 17FEB
Explanation of the Response:

020 Display period when this element was created
16 Element number
. Separator
BKD 15 Number of passengers booked in group
CNL 0 Number of passengers cancelled from group
SPLIT 4 Number of passengers split from group
(Passengers now on a separate PNR):
FIRMED 17FEB Latest firming date
Group Readout (GO)

The Group Readout is a display providing group booking summary information
for a flight/date. The total group bookings, their status and related information
are included in the displays.
Entry - Group Boarding for a Specific City Pair

GO:MH780/25MAY/KULBKK

GO: Group Readout function designator
MH780 Flight
25MAY Departure date
KULBKK City Pair / Segment
Group Readout Entries and Responses

When requesting a Group Readout, Reservations System will respond even if
there are not groups booked.
Entry:
GO:MH723/25MAY/KULJKT

Date : 01JUL2009
Revised Date :-
Response:
GO:MH723/25MAY/KULJKT
C SEG HK HL HN HX NM R LOC BKGOFF NAME MH 780 25MAY
*NIL GROUPS
The response shows there are no group bookings on flight MH723/25MAY from
KUL to JKT.
Entry:
GO:MH723/14MAR/KULJKT
Response:
The response shows all groups booked for MH723/14MAR for the specific
segment requested. The asterisk (*) before the group name *KULMH indicates
that this group has been split and there is more than one record locator for this
group.
Explanation of the Header Line:

C Compartment
SEG Segment, City Pair
HK Holding Confirmed PNR status and number in party.
HL Holding List PNR status and number in party.
HN Holding Need PNR status and number in party.
HX Cancelled PNR status and number in party.
NM Number of individual names advised in group PNR
R LOC PNR record locator
BKGOFF Booking office
NAME Group name
MH723 Airline code and flight number
14MAR Departure date
It is possible to request group readout by range of specified classes.
GO: flt/date/class/class/class
GO:BA114/15DEC/Y/L/S
GO:BA114/15DEC/NBO/Y/L/S

Date : 01JUL2009
Revised Date :-
Note: Each class of service must be separated by a slash.
Entry:
GO:114/15DEC/Y/L/S
Response:
T
h
e
r
e
q
u
e
s
t
w
a
s
The response shows all the groups are booked in Y class only. Since a
segment was not specified in the entry, the response was for all segments.
In addition to displaying a group readout by flight, it is possible to display group
readout from Availability Display for a Host or Associated Host flight.
AVSINPEN10MAY
1-*MH 9022 C J D Y W Q MO10MAY SINPEN 0805 0930 772 0 M E
2 MH 652 C J D Y W Q MO10MAY SINPEN 1105 1225 734 0 M E
3 MH 9028 C J D Y W Q MO10MAY SINPEN 1855 2020 333 0 M

Date : 01JUL2009
Revised Date :-
Entry:
GO:R2

GO Group readout function designator
R Routing indicator
2 Line number of availability display
Response:
The response shows there is a group of 20 passengers for flight 652/10MAY

holding confirmed. They were booked by Kuala Lumpur office 001. The name of
the group is the High Group; however, no individual names have been entered
into the PNR. The record locator is H1P2C.
18.11.14 Group Recap - GR :

Group Recap displays consist of a complete summary of all groups departing on
a single date. Staff responsible for reviewing group bookings prior to their
departure can use the group recap. The group recap can be a request for a
display of All (A) groups booked or only those groups that are Incomplete (I). In
other words, the group still has some seats that do not have individual names
assigned. The group recap is automatically printed unless an agent requests
the display to the screen.
Groups are sorted in a group recap by flight number. Groups will appear in flight
number sequence, from lowest too highest. If there are multiple groups for the
same flight, they will be sorted alphabetically.
A request can be made for a group recap for a date range with the following
restrictions:
Date range is limited to 30 days if the recap is requested for a specific flight.
Date range is limited to 7 days if the recap is requested for all flights.
Entry:
GR:A/MH780/28FEB/S (Specific Flight, Specific Date, Screen Display)
GR:A/MH780/28FEB/27MAR/H/15796 (Specific Flight, Date Range, Printer
Address)

Date : 01JUL2009
Revised Date :-

GR Group Recap function designator
A ALL groups booked
MH780 Flight number
28FEB Departure date
28FEB/27MAR Date range
S Screen display
H/15796 Printer address
Entry:
GR:I/28FEB/H/MOWTO (All flights, Specific Date, Print Display)
GR:I/28FEB/5MAR/HK/HL/H (All flights, Date Range, With HK and HL Status
Associated Printer)

GR: Group Recap function designator
I INCOMPLETE groups Only
28FEB Departure date
28FEB/5MAR Date range
HK/HL Status requested
H/ Associated printer
H/MOWTO Printer address
Group Recap Entries and Responses
Entry - All groups, Screen Display:

GR:A/MH780/12AUG/S
Response:

Date : 01JUL2009
Revised Date :-
The response is a display of ALL groups booked on MH780 for 12 AUG for all
cities in the flight itinerary.
Entry - Incomplete Groups, All Flights, Status HL, Date Range, Screen
Display:
GR:I/15JAN/16JAN/HL/S
The response is for all incomplete groups who are waitlisted for January 15 and
16. The flights are displayed in order by flight number - highest to lowest.
Entry - Incomplete Groups, Specific Flight, Screen Display:

GR:I/HA148/23JUL/S
Entry - All Groups, Specific Flight, Screen Display:

GR:A/MH780/25JUL/S
Response:
GR:A/MH780/25JUL/S
GROUP RECAP 25JUL 121 DAYS
NIL GROUPS
END
The response shows that there are no groups booked for flight MH780/25JUL.
Entry – Incomplete Groups, Specific Flight, Date Range, Screen Display:

GR: I/1438/27AUG/31AUG/S
R
e
s
p
o
n
s
e
:

Date : 01JUL2009
Revised Date :-
Although Flight 1438 does not operate on 27AUG, Reservations System will
return a display of all dates applicable to date range requested. In this case,
there are incomplete groups booked on 28AUG and 31AUG.
Entry:
GR:I/1438/04SEP/S
Response:
GR:I/1438/04SEP/S Flight 1438 operates on 04SEP, however,
GROUP RECAP HA 1438/04SEP there are no groups booked on this date.)
NIL GROUPS
END
Entry:
GRI/1438/09SEP/S
Response:
GR:I/1438/09SEP/S Flight 1438 operates on 09SEP but there are
GROUP RECAP HA 1438/09SEP no incomplete group booking, which was
NO DATA WITH THIS CRITERIA requested with the I.
END
18.11.15 Entering Flight with Related SSR Items for Meal Requests
If the whole group needs and identical meals, use the Individual Name to
request,
e.g. Kosher Meal.
Entry: SSR: ALL KSML MH NN20 (For all 20 passengers)
Entry: SSR: ALL KSML MH NN4/P5/7/10/15

|
Individual Passengers
18.11.16 Periodical Review of Group Confirmation/Finalization
It is mandatory that the Source of Booking (SOB) undertakes to perform

periodical group reviews. This ensures advance release of unwanted seats as
well as finalization in accordance with group finalization procedures.
Negligence in reviews will only result in serious revenue losses. TTL must
therefore be set from the time of confirmation for purpose of enforcement of
revert periodical checks, follow-up action and finalization.

Date : 01JUL2009
Revised Date :-
TTL imposed should always be for 1200 hours. When a booking is finalize or
cancelled, the TTL must be deleted.
18.11.17 Group Seat Request (Application to All Groups In General)
Group seat requests are only to be initiated after a group is finalized i.e. when
all names are received and updated in the PNR. Seats are to be assigned
accordingly to Rows within the respective non-smoking zone and away from
Facility seats.
Against the cabin display, advise the available rows and request accordingly.
Entry: ADM: 4
SSR: 4/17ABCDEF/18ABCDEF
18.11.18 Selling Stations – Confirmation and Finalization
On confirmation or otherwise, the selling station is to advice the organizer

accordingly.
Offer group seating based on Rows.
Based on availability, reserve the desired rows, preferably away from facility
seats. Only those members who have facility seat needs may be reserved at
these seats and these are to be transacted in the normal manner.
To book the rows:
In the name-field, enter the group size number followed by NTBA

*Pending Names-List submission.
Example:
Sample of the name – field on display name
Request for a cabin availability display:
0.20DGKOM/GROUP NM0 HYD7C
Entry: ADM: 3
Against the Cabin Display, advise the available rows and reserve.
Entry: ADM:3/15-17ABCDEF
Note: In the contact element, enter the contact at each stopover point in the
itinerary. When inserting the names of the individual group members,
the NTBA must be removed.

Date : 01JUL2009
Revised Date :-
18.11.19 Group Seat Request – Individual Seating
No earlier than 72 hours) before the schedule flight departure, members of the
group may be assigned with individual seat preferences. This however, is
confined to seats earlier protected under rows.
Entry: (For Group Booking)
ASR: 3/15ABC/P1/2/3
At 48 hours before commencement of the first leg in the itinerary, reservations at

the line station is to advice both traffic and reservations at each boarding station,
the following details pertaining to the group.
- Group Name
- Full Itinerary
- Hotel/Tours and other ground arrangement at each stopover point.
- Handling agent at each stopover point.
18.11.20 Incentive Group Baggage Label
For easy identification, incentive group baggage labels are available in 3 different
colours.
The varying colours are designed to differentiate the baggage of one group from
another. Each label has the wording (incentive group) boldly printed on it.
Area/District Managers of stations effecting bookings are to advise Sales

Manager KUL of the group size and number of labels required by completing the
form; Incentive Group Handling (IGH) at least a month prior to the flight
departure.
On receipt of labels, Area/District Managers will hand them to Group Organisers

who will stamp the name of their companies on the reverse side prior to
distribution to individual members. Members can then fill in their individual
names/addresses accordingly.
18.11.21 Personalized Headrest Covers
Cabin Planning Controller (KULHSMH) will arrange with the sponsor of the group
for the artwork of the company‟s corporate logo for and overprint on seat
headrest covers.
This is to be requested using form IGH which must reach Cabin Planning
Controller (KULHSMH), together with the artwork at least one month prior to
departure. The station responsibility center and account code are to be indicated
in the form.
The overprinted headrest covers will only be provided on international sectors.

Cabin Planning Controller(KULHSMH) will arrange to dispatch the overprinted
headrest covers to Station Managers at boarding stations for dressing on the
allocated seats.
Date : 01JUL2009
Revised Date :-
Station Managers at enroute stations are to ensure that Cabin Cleaners do not
remover the headrest covers from the seats allocated.
18.11.22 Personalized Menu Cards
Cabin Planning Controller (KULHSMH) will arrange with the sponsor of the group
for the supply of the artwork of the company‟s corporate logo for an overprint on
menu cards.
This is to be requested using form IGH which must reach Cabin Planning
Controller (KULHSMH) together with the artwork at least one month before
departure.
The overprinted menu cards will only be provided on international sectors.
Cabin Planning Controller (KULHSMH) will arrange to position the overprinted

menu cards on the sectors requested (international)
Arrangements for Cabin Crew to be briefed on the distribution of the menu cards
using PNRs as reference, will be made by Cabin Planning Controller
(KULHSMH).
Members of a group are identified by headrest covers.
18.11.23 Welcome Aboard Announcement
Cabin Crews will be briefed to make the welcome announcement to the group.
The welcome message text must be indicated in the space provided for in Form
IGH.
18.11.24 Corporate Video for Large Incentive Groups
This is applicable for a group occupying an entire zone of the aircraft.

The Area/District Manager has first to ascertain that the video tape to be
screened is non-offensive by making arrangements with the organizer to view it.
To ensure that the video tape is acceptable for on board viewing, the
Area/District Manager is required to provide certification in the space provided for
in Form IGH.
The Area/District Manager is also to ensure that the video tape is handed over to
the Senior Chief Steward at the originating station.
The Senior Chief Steward must be briefed to return the video tape to the group
leader after the screening.
The video tape should not exceed 15 minutes and be of HI-8 tape and NTSX HI-
Band format. This facility is availability on on B747/772 and A330 aircraft.

Date : 01JUL2009
Revised Date :-
18.11.25 Special Give-away
Toilet kits can be purchased as special give-away for use of the group at the
following costs.
FRCL KIT For Men USD3.45 For Ladies USD3.30
GCCL KIT For Men USD2.25 For Ladies USD2.35
*Prices are subject to change.
Over printing of a company‟s corporate logo on toiletry kits is not possible

owing to the PVC material used.
The toiletry kits can be requested using form IGH and must reach Cabin
Planning Controller (KULHSMH), KULAP, at least one month prior to departure
from the originating station.
Cabin Planning Controller (KULHSMH) will arrange with Cabin Services and
Cabin Crew Departments to distribute the give-away to members of the group
on board the aircraft.
The stations responsibility cost center and the account code have to be
indicated in form IGH for debit to the station concerned.
Important
Incentive group passengers should be the last category of passengers to be
transferred/offloaded in the event a flight is overbooked.
Stations Manager must ensure that once seats are assigned to the group by
reservations, they must not be reallocated to other passengers.
To facilitate group check-in, the Area/District Manager must brief the group
organizer/Leader of the following:
- To approach the group check-in counter at respective airports with tickets

and valid travel documents of all members of the group as per check-in
time for groups at least 4 hours before flight departure.
- To assist gather all baggage belonging to the group near the group
check-in counter to expedite identification and check-in.

Date : 01JUL2009
Revised Date :-
- To ensure that all airport taxes have been paid.
- To ensure that the group check-in as group and not as individuals.
18.11.26 Special Arrangement for Immigration Clearance at KULAP
Special arrangements can be made for incentive groups to clear immigration at

KULAP either on arrival or transit to a domestic destination. However such
special arrangements are subject to prior clearance from Immigration
Department KULAP.
KULKDMH will be responsible to make pre-arrangements with Immigration

Department KULAP.
18.11.27 Group Incentive Handling Form (Form IGH)
(Refer to specimen of Form IGH, on next page)
FORM
Incentive Group Handling (IGH)
To : In-flight Services Operation Manager

3rd Floor, Administration Building,
South Support Zone,
Kuala Lumpur International Airport (KLIA), 64000 Sepang
Attn : Mdm Nomie Aliza Mat Lias
Fax No. : 6-03-8783 3100 Telex: KULHLMH

Tel No. : 6-03-8777 2824

Date : 01JUL2009
Revised Date :-
Email : nomie@malaysiaairlines.com
Cc copy to ainni@malaysiaairlines.com & rahani@malaysiaairlines.com
From : _________________________ Date: _______________________

(Station)
Submission of request to be at least 15 working days before departure.
INCENTIVE GROUP HANDLING
Group Name : ---------------------------------
PNR Reference : ---------------------------------
GROUP OUTBOUND INBOUND PNR

FLIGHT DATE
FLIGHT
NUMBER/SECTOR
GROUP SIZE
Group Leader Name: ____________________________________
18.11.28 Specimen of Incentive Group Handling (IGH) Form
Completion of IGH Form (Cont)
In the IGH Form, to specify the followings:
o Please Supply
Comfort Kits (To specify the required quantity), for example:
CLASS QUANTITY COST
FRCL RM35.00 X PCS RM
GCCL RM30.00 X PCS RM

Date : 01JUL2009
Revised Date :-
TOTAL PCS RM
o Overprinted Headrest Covers EYCL
QUANTITY 1 COLOUR 2 COLOUR 3 COLOUR 4 COLOUR
LESS 50 PCS __PCS X RM4.50 __PCS X RM4.90 __PCS X RM5.50 __PCS X RM5.70
51-120 PCS __PCS X RM4.00 __PCS X RM4.35 __PCS X RM5.10 __PCS X RM5.30
ABOVE 401 PCS __PCS X RM2.55 __PCS X RM2.80 __PCS X RM3.55 __PCS X RM3.80
TOTAL COST ___PCS RM ___ PCS RM __ PCS RM __ PCS RM
Completion of IGH Form (Cont)
o Overprinted Menu Card
Please tick (/) where applicable]
( ) Out-bound ( ) In-bound RM:
QUANTITY 1 COLOUR 2 COLOUR 3 COLOUR 4 COLOUR
LESS 50 __PCS X RM3.20 __PCS X RM3.80 __PCS X RM4.50 __PCS X RM5.10

PCS
121-250 __PCS X RM2.55 __PCS X RM3.20 __PCS X RM3.80 __PCS X RM4.40

PCS

Date : 01JUL2009
Revised Date :-
251-400 __PCS X RM2.30 __PCS X RM2.90 __PCS X RM3.55 __PCS X RM4.20

PCS
ABOVE 401 __PCS X RM1.80 __PCS X RM2.55 __PCS X RM3.20 __PCS X RM3.80
PCS
TOTAL __ PCS RM __ PCS RM __ PCS RM __ PCS RM

COST
Important
Out-bound message:
_______________________________________________________
In-bound message:
________________________________________________________
Note: Submission of request to be at least 15 working days before departure.
Incentive Baggage Labels
TOTAL ITEMS COST: ____________________________________
Please debit above cost to:
Responsibility Centre Number: _____________________________
Account Code : ______________________________
Special announcement:
Welcome Aboard Message (in-flight) is:

Date : 01JUL2009
Revised Date :-
Out-bound Message: (Flight Number/Sector/Date)
_______________________________________________________
_______________________________________________________
In-bound Message: (Flight Number/Sector/Date)
_______________________________________________________
_______________________________________________________
CC: Airport Operations, Passenger Services Manager

(KLIA)
- Please meet and assist group upon arrival and departure.
CC : All On-line Route Station Managers
- Please ensures overprinted Headrest Covers & overprinted

Menu Cards are not to be removed by Cabin Cleaners at on-line
stations
- Please do not reallocate seating of group.
CC :Incentive & Convention Manager, SZBAP
Fax No : 6-03-7842 4297 Telex : KULSIMH
Note: Incentive Baggage Labels supplied by Incentive & Convention Dept.
CC : Station Manager ---------------------------

(originating Airports)

Date : 01JUL2009
Revised Date :-
18.11.29 Deposit
In line with industry practices, travel agents are required to place deposit
payments for groups which have been confirmed on our services. The
requirement is intended to deter the market from effecting speculative group
reservations at the expense of bona-fide group and/or FITs and also to ensure
that confirmed achieve a high level of materialization.
Deposit payment by travel agents however is only required:
When Incentive groups travel on international routes
When other groups types travel on international routes during indentified peak
periods.
As and when determined by Network Revenue Management Department.
Peak Periods identified are:
- Malaysian school holidays

- Christmas holidays
- Chinese new year
- Hari Raya Aidilfitri
- Haj season
- Seasonality based on high season fares
The deposit to be collected per passenger/route are as follows,
1. Peak/Super peak period – 30% of the group nett fare.

2. Off Peak period/Incentive group – 15% of the group nett fare.
18.11.30 Procedures for Payment of Group Deposit
MAS Appointed Agents holding Ticket Stock:
For MAS appointed agents holding ticket stock, payment should be made in a
form of an MCO and submitted to Malaysai Airlines Group Desk Department.
The MCO in addition to other normal entries should show the following
information:
Name of passenger (box) Group name preceded by number of

passengers, followed by PNR reference
Type of service for “BEING PAYMENT FOR GROUP

DEPOSIT” which issued (box)

Date : 01JUL2009
Revised Date :-
Amount in letters & Amount in Value of MCO i.e. total deposit amount in
figures (box) words and its equivalent figures.
Reservation data (box) The flight details booked
18.11.31 MAS Appointed Non-Ticketing Agents
For agents not holding ticket stock, payment must be in cash or cheque
supported with the agents Exchange Order. The MAS office is to issue against
the payment an MCO as per the data input described above.
Note: In all case MCO/Payment received as deposits are not to be utilized as

part payment when issuing tickets.
18.11.32 Deposit Payment Datelines
All deposits are required to be submitted to Group Desk based on the number
of days from the date of the group seat confirmation as per the schedule below:
Non-compliance of the above datelines in deposit payments will result in
automatic cancellations of seat protections. Where a station is unable to
comply due to commercial requirements, it should liaise with RMD for revised
datelines. RMD may at its discretion request for a “Passenger Copy” of the
MCO to which selling stations must respond within 24 hours.
18.11.33 Register For Group Deposit Collection
A register on collection of Group deposits must be updated and maintained and

to be kept by Group Desk.
The register must contain the following headings.
a. Date received
b. Name of travel agent
c Flight details/number of seats
d. MCO number
e. Value
f. Number of seats cancelled or no showed
g. Materialization/Actual uplift
h. Amount forfeited/MCO number, based on cancellations/no shows
i. Amount refunded/MCO number, based on actual uplift
j. Staff initial/date - the Senior Reservations Official indicating that the MCO
has been forwarded to the agent and that the account for the group is
closed.

Date : 01JUL2009
Revised Date :-
Note: Items f - j is to be completed after the group has departed from the point
of origin.
All MCO‟s received as deposit payments must be filed in a chronological order

from the date of receipt and kept in Safe.
PNR Update
Details of the MCO to be entered in the RMK: Element of the PNR, as follows:
Entry - RMK: GRPD/MYR2500/MCO232217123456/WE/24AUG

| | | | | I
Remark Group Amount MCO Number Date of Receipt
Element Initials
Record details of the MCO in the register book.
18.11.34 Cancellation and Refunds
Once payment is received on Group deposit, there will be no refund on any

cancellation or no-show. Refund if any, is only applicable based on the number
of passengers in the group who actually traveled after actual group
materialization.
a. When the materialization is 100 percent, a full refund will be due. To

initiate the refund process, the Exchange Coupon of the MCO is to be
stamped “FULL REFUND”. It must than be signed and stamped with the
official designation of the Senior Reservations official following which it is
returned to the travel agent/tour operator/sponsor to process refund.
b. When there are cancellations and/or no show, the equivalent amount will
be forfeited and the balance refunded based on the number traveled. The
original MCO is to be reissued into two new MCO‟s:
c. When the whole group does not materialize, the total deposit paid is
forfeited. The Exchange Coupon of the MCO is to be submitted to
Accounts Department under a covering memo or perform for their
necessary action.
Note:
The Exchange Coupon of MCO “A” is for the amount to be forfeited and is to be
submitted to Accounts Department under a covering memo or perform for their
necessary action.
Date : 01JUL2009
Revised Date :-
The Exchange Coupon of MCO “B” is for the amount to be refunded and is
returned to agent for their refund action.

Date : 01JUL2009
Revised Date :-

Date : 01JUL2009
Revised Date :-
Sample of Malaysia Airlines “Medical Information Form” – MEDA Form
(Front Page - Part 1)

Date : 01JUL2009
Revised Date :-

MAS RESERVATIONS PROCEDURE MANUAL Version 1.0 PDF

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MALAYSIA AIRLINES

Several main points of interest with regards to this Manual are:

SITA Telex Address: KULRBMH

Prepared by: Distribution - Reservations Standards & Procedures - SZB

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Item Subject Page

Section 1 – Reservations Service Standards………………………………….47 - 54

Section 2 - Special Handling Procedures …………………………………. 55 - 83

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2.1.3 Conditions Of Acceptance ..................................................................................... 56

2.1.3.1 Age Requirements And Regulations ...................................................................... 56

2.1.3.2 Have Not Reached The 5th Birthday ....................................................................... 56

2.1.3.3 Children Between 5 and 7 Years Of Age................................................................ 56

2.1.3.4 Children Between 7 and below 12 Years of Age .................................................... 56

2.1.3.5 Children Between 12 and below 15 Years of Age .................................................. 56

2.2.1.1 The Parent / Guardian ........................................................................................... 57

2.2.1.2 The Passenger Escorting The Child....................................................................... 58

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2.14 Crew Slip ............................................................................................................... 66

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Section 3 – Code Share Services & Procedures……………………………..84 - 96

3.4.2.3 Myanmar Airways (8MI) ........................................................................................ 88

3.4.2.4 Philippines Airlines (PRI) ....................................................................................... 88

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3.10 Example of Outgoing Booking Message Sent to GA Reservations System ............ 93

Section 4 – Medical Case Handling Procedures…………………………….97 - 156

4.10.1.1 Selling Station ...................................................................................................... 106

4.10.1.2 Embarkation. ....................................................................................................... 106

4.10.1.3 In Flight ........................................................................................................ 106

4.10.1.4 Transit Station...................................................................................................... 107

4.10.1.5 Transfer Station ................................................................................................... 107

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4.13 Carriage of Elderly Persons ................................................................................. 108

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4.21.12 Reporting Time At Airport .................................................................................... 127

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Section 5 – Payment of Denied Boarding Compensation (DBC) ………157 - 179

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5.6 USA Scheme ....................................................................................................... 172

Section 6 – STPC …………………………………………………………….... 180 - 214

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6.6.2 Ground Services Function ................................................................................... 187

Section 7– Advance Seat Request (ASR) …………………………………. 215 - 226

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7.6 Display Flight Seat Map - ADM: ........................................................................... 219

Section 8 – Flight Reconfirmation Procedures …………………………...227 - 228

Section 9 – Flight Cancellation …………………………………….………. 229 - 237

Section 10 – Reservations Booking Designator - RBD …………………. 238 - 239

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Section 11 – MH Staff Travel ……………………………………………..…. 240 - 288

11.12 Staff Travel -S1A (90% Firm) ............................................................................... 247

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11.28.1 First/Business Or Golden Club Class-International Duty/Leisure Travel ............... 256

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11.36 Malaysia Airlines Staff Access to Airport Lounges ............................................... 272

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11.38.7 Application for Calais ........................................................................................... 281

Section 12 – Reservations Procedures - General ……………………….. 289 - 326

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12.4.1 Introduction .......................................................................................................... 296

Section 13 – Special Meal Request …………………………………….… 327 - 336