Flight cancelled or 5+ hours late: full refund

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Flight cancelled, or delayed 5 hours or more and you'd rather not travel? Under the Malaysian Aviation Consumer Protection Code (MACPC), the airline must refund the full ticket price, including taxes and fees, to your original payment method within 30 days. You choose: money back, not a voucher.

1. Delayed 2 hours or more: ask the airline counter for meals, phone calls and internet access. Delayed 5 hours or more: add a hotel and transport to it if needed, OR choose a full refund if you decide not to travel.
2. Flight cancelled: choose either a full refund (taxes and fees included, within 30 days to your original payment method) or rerouting to your destination at no extra cost. Even if it's cancelled for weather or other things beyond the airline's control, it must offer a refund first; vouchers or credit only if you agree.
3. Request the refund through the airline's website, app or counter. Need proof for travel takaful or insurance? Ask for a delay/cancellation verification letter; the airline must give it within 7 working days.
4. No answer or not happy after 30 days? File a free complaint with the Civil Aviation Authority of Malaysia (CAAM) through the online complaint form at flysmart.my. The Code covers all local and foreign airlines for incidents in Malaysia.

Official site Open in the app

Checked 30 Oct 2026