Frequently Asked Questions

V 2020 10 15

What is MHupgrade?

If you have purchased a confirmed Economy Basic and Flex seat with Malaysia Airlines,

you will able to check your eligibility at Manage My Booking to purchase a MHupgrade,

which provides you an option to upgrade to Business Class at a fixed price on selected

routes.

Price of MHupgrade

1. How much do I have to pay for MHupgrade?

Eligible passengers will be able to purchase an upgrade to business class at a

fixed price. The total payment will be in addition to the fare of the original ticket.

MHupgrade Eligibility

1. How do I know I am eligible to purchase for MHupgrade?

You can check your eligibility in Manage My Booking site website, by entering your

booking reference and surname/last name: http://www.malaysiaairlines.com

2. Which flights is MHupgrade available?

MHupgrade is available for Domestic flights operated by Malaysia Airlines only.

The option is not available for codeshare flights, charter flights or flights which are

not operated by Malaysia Airlines.

3. How much does it cost to make a MHupgrade purchase?

This is subject to the eligible sector. If you are eligible, the MHupgrade option will

be available on the website where the fixed price will be displayed.

The price is subject to charges without notice, and additional charges may be

imposed by your bank for processing.

V 2020 10 15

4. If I booked my flight through a travel agent, am I eligible to purchase the

MHupgrade?

Only tickets booked through MH platforms, Internet Booking Engine, Contact

Centre, Airport Ticket office will be eligible for MHupgrade. Bookings ticketed from

other platforms such as travel agencies and online travel agencies like Expedia are

not eligible for MHupgrade via Manage My Booking.

5. Would it possible for me to purchase the MHupgrade for my confirmed

Economy Class ticket to a Business Suite ticket?

No. MHupgrade can only be purchased for the next higher cabin. For Economy

Class ticket, the next higher cabin will be Business Class.

6. I visited the website and have accidentally clicked on the purchase button,

does this mean the transaction is valid?

No. MHupgrade purchase is deemed to be completed when payment is successful

and upon you receiving an Electronic Miscellaneous Document (EMD) receipt.

7. If I’m travelling with an infant, am I eligible for MHupgrade?

Yes, an adult travelling with infant is eligible for a MHupgrade purchase. Once the

upgrade is successful, the infant gets a complimentary upgrade to the higher cabin

class accompanying the adult.

8. If I’m travelling on Domestic and International flight tickets, am I eligible for

MHupgrade?

a. Passengers on Domestic Travels are only eligible to purchase Cash

Upgrade on Domestic flights:

For example: Passenger is travelling from PEN to BKI transit via KUL, Cash

Upgrade will be available for PEN to KUL and KUL to BKI only.

b. Passengers travelling on Domestic and International Travels are eligible to

purchase on the Domestic sector only:

For example: Passenger is travelling from PEN to SIN with a transit

via KUL, MHupgrade will be available for PEN to KUL only.

9. Are children travelling alone (unaccompanied minor), eligible for

MHupgrade?

No.

V 2020 10 15

10. If I am holding a redemption ticket, am I eligible for MHupgrade?

No.

Purchasing MHupgrade

1. What are the steps I need to purchase MHupgrade?

Step 1: Choose the flight sector you would like to upgrade, review the fixed price

and click on the “Upgrade your flights” button.

Step 2: Enter your email address and payment details.

Step 3: Review and submit your details. After completion, you will receive an

Electronic Miscellaneous Document (EMD) receipt of your MHupgrade

purchase. Please ensure that you keep the email for reference.

Note: You will not be charged until your MHupgrade purchase is accepted and

acknowledged.

2. Are there any additional charges to the MHupgrade?

No. Malaysia Airlines does not charge any processing or administration fees for the

purchase of MHupgrade. However, if your MHupgrade purchase is accepted, in

addition to the value you purchased, your bank may charge you for additional fees

i.e.: cross border fee. Any fees or charges imposed by your bank shall be borne by

you.

3. Do I still need to place my bid to secure the MHupgrade?

No. MHupgrade is no longer bidding process. It now offers passenger to purchase

seat upgrades at fixed prices, with immediate confirmation upon seat availability

4. Where do I purchase the MHupgrade?

You can purchase the MHupgrade on the Manage My Booking tab at

www.malaysiaairlines.com. Once you key in your booking reference and

surname/last name, the availability of MHupgrade will be indicated to the

passenger. Should MHupgrade be available on a sector on your travel itenary,

you will be presented with the option to purchase the upgrade, with the stipulated

fixed price quoted.

V 2020 10 15

5. Will there be any additional taxes on top of the MHupgrade?

Any additional taxes payable will be displayed separately and will be included in

the final total payable.

In the event there are taxes collectable at departure airports, this will not be

included in the MHupgrade final price and will be borne by the passenger.

For Domestic sectors, additional SST 6% tax is applicable in addition to the

MHupgrade fixed amount.

6. If my itinerary has more than one eligible sector, do I need to purchase the

MHupgrade on all sectors?

No. If your itinerary has more than one eligible sector, you do not need to make a

purchase on all sectors. You may click “Upgrade Your Flight” button on your

preferred sector.

7. How long before my travels do I have to submit my MHupgrade purchase?

The purchase window closes 6 hours prior to the departure of your flight.

8. If I didn't receive an invitation, can I still make a MHupgrade purchase?

You can check your eligibility at our website: http://www.malaysiaairlines.com

by entering the booking reference and your surname/last name.

If your booking is eligible, you will be directed to the purchase page.

9. If there are multiple passengers on my bookings, do I have to make a

purchase for all passengers?

Yes.

10. If there are multiple passengers in my booking, can I purchase for certain

number of passengers only?

Yes, you may follow the steps below:

Step 1: For Internet or Contact Centre bookings: Call our Contact Centre at 1-300-

88-3000 (local Malaysia) or +603-7843-3000 (international) and request to

split the booking for those who are interested in MHupgrade from the

remaining passengers.

V 2020 10 15

Step 2: After the booking has been split, check your eligibility for the upgrade at

Manage My Booking website http://www.malaysiaairlines.com by entering the

booking reference and surname/last name.

All purchases must be submitted no less than 6 hours before departure of each

sectors.

11. What forms of payment are accepted for my purchase?

Payment can be made by credit card, debit card and alternative methods of payment

(i.e. online banking, PayPal, Union Pay etc.)

12. When will my payment be charged?

You will only be charged if your MHupgrade is accepted.

13. Can I use my Enrich Miles to make MHupgrade purchase?

No, we do not accept Enrich miles as form of payment for the MHupgrade purchase.

Changing/Cancelling Purchase

1. Can I change or cancel my MHupgrade purchase?

No. Once your purchase is accepted, it will be immediately charged to your

payment card.

2. Can I change my purchase amount?

No. Once your purchase is accepted, it will be immediately charged to your

payment card.

3. I need to switch to a new payment card to make my MHupgrade purchase.

How can I do this?

Once the purchase is accepted, you will not be allowed to change your payment

details.

V 2020 10 15

4. I need to change a flight, for which I have made MHupgrade purchase. Can I

transfer my purchase to my new flight?

No. Once purchase is accepted, it is non-transferable and non-refundable. New

MHupgrade purchase must be made for the new flight itinerary.

5. How do I make a MHupgrade purchase for my new flight after I’ve changed

my itinerary (e.g change of flight number, travel date, sectors,

number of passengers etc).

To make a MHupgrade purchase for your new flight, please check your eligibility

at Manage My Booking hosted at https://www.malaysiaairlines.com (refer to

MHupgrade section, question No.1) by entering the booking reference and

surname/last name.

6. I’ve successfully purchased my MHupgrade. Can I make another purchase on

the same flight?

No. MHupgrade is sellable for one (1) time purchase only on each flight segment.

Once purchase is accepted, it is non-cancellable and non-refundable.

Selection/Rejection of Purchase

1. Will I receive extra Enrich Miles if I purchase the MHupgrade?

Enrich members will earn Enrich Miles on MHupgrade for travel on Malaysia Airlines

operated flights issued on the 232 document only. Enrich Miles will be awarded

based on the Amount (fare) paid for the MHupgrade for the respective sectors.

V 2020 10 15

2. When will I be informed if my MHupgrade is accepted?

Depending on seat availability, if your purchase is accepted, you will receive

confirmation in the form of an Electronic Miscellaneous Document (EMD) via email.

You may perform online check-in at Malaysia Airlines website,

www.malaysiaairlines.com. Alternatively, please print the EMD receipt and present

it when you report for check in at the airport on the day of departure.

For itineraries involving Domestic sectors only, additional SST 6% tax will be applied

in addition to the MHupgrade fixed price.

3. I have successfully purchased my MHupgrade, but my flight was

cancelled. Will I receive a refund?

In the event of a flight cancellation, you will be fully refunded (excluding bank-related

charges) and the amount will be credited to your payment card.

4. I have successfully purchased MHupgrade, am I allowed to choose a row

to sit onboard the aircraft?

No. You are only allowed to be seated based on the MHupgrade seat number

advised in the Electronic Miscellaneous Document (EMD) receipt email and the

boarding pass.

5. I was notified by my issuing bank that my purchase was successful but, why

have I not received any confirmation from Malaysia Airlines?

The final acceptance of your purchase and payment is only made to your payment

card when you receive an Electronic Miscellaneous Document (EMD) email.

Benefits of MHupgrade

V 2020 10 15

Benefits of MHupgrade

1. Am I entitled to the benefits of my upgraded cabin class?

Yes, you are entitled to all the benefits of travel on the next higher class. Check

out the benefits of the upgraded class on the Malaysia Airlines website.

2. What baggage allowance applies to my MHupgrade booking?

Additional 10kg baggage allowance will apply to your upgraded sector only.

3. What if only part of my itinerary is upgraded?

You will be entitled to upgraded class baggage allowance for the entire journey,

subject to the following conditions:

a. For domestic travels only

b. Your baggage is checked through to the final destination and

c. Your transit time is within 24 hours.

d. Applicable to travel on Malaysia Airlines -flights only.

Example: If you travel from PEN-KUL-BKI and were upgraded to business class

on either PEN-KUL or KUL-BKI sector, you will be given the additional 10kg

baggage allowance all the way from PEN to BKI.

Any excess baggage will be charged following the prevailing excess baggage

fees.

4. What fare rules apply to my upgraded booking?

The fare rules of your original booking will continue to apply to your upgraded

booking.

5. I have purchased my preferred seat selection, prepaid excess baggage, lounge

excess etc. under my original booking, Will this affect my MHupgrade

purchase?

Seat selection, lounge access and prepaid excess baggage will no longer be valid.

The amounts paid for seat selection, lounge access and prepaid excess baggage

will be forfeited without any refund.

However, these are subject to terms and conditions of the original purchase.

V 2020 10 15

6. How many Enrich Miles will I earn if my bid offer is successful?

Enrich member will earn one (01) Enrich Mile for every MYR 5.00 (or local

equivalent) paid on the fare, one-way.

7. When will the Enrich Miles be credited to my account?

Enrich Miles will be credited within two weeks of completing the qualifying flight.

8. What if the Enrich Miles are not credited into my account within the two

weeks?

Members must submit missing miles within 06 months (180 days) from the date of

travel upon completing the journey.

Members must submit the e-ticket and boarding pass when claiming the missing

Enrich Miles for the MHupgrade to [email protected].

9. If I am an Enrich Silver, Gold or Platinum member, am I entitled to Elite tier

bonus miles?

Top tiered members will not be eligible for Elite tier bonus miles for this MHupgrade.

10. Will I earn Elite Miles and Elite Sectors when I am successfully upgraded?

Enrich member(s) will not earn Elite Miles and Elite Sectors for the MHupgrade.

Refund for MHupgrade

Field Code Changed

Formatted: Not Highlight

V 2020 10 15

1. When am I eligible for a refund?

We may consider providing you with a refund if you have fully paid for the

MHupgrade, but we were unable to provide you with a seat in the upgraded cabin

of the flight which you have paid for, and such inability is due to reasons which we

determine were fully attributed to Malaysia Airlines for example, denied boarding

(not attributed to visa/passport issues or other issues within passenger’s control),

change of aircraft type, flight cancellation, flight delay, etc.

2. If I am downgraded involuntarily, will I get Enrich Miles for the MHupgrade?

For involuntary downgrades where the member is refunded with the MHupgrade

amount paid, Enrich Miles will not be earned.

Enrich Miles will only be credited for a completed journey on the MHupgrade class

of travel.

3. How do I request for a refund?

You may send your request for refund to

mhupgrade.enquiry@malaysiaairlines.com together with the following

documents:

a. Boarding Pass for the flight in question

b. Electronic Miscellaneous Document (EMD) receipt email notifying

you that you have been upgraded

c. Any other relevant documents

All decisions made will be final and appeals will not be entertained.

4. How will my MHupgrade purchase be refunded?

The refunded amount will be credited to your nominated payment card account in

the currency charged. Bank-related charges will not be refunded.

Need further help? Send your enquiries to:

mhupgrade.enquiry@malaysiaairlines.com

Field Code Changed

Formatted: Right: -0.01", Space After: 0 pt, Line spacing:

single

V 2020 10 15