Firefly

General

Is it free seating on the flights?

Firefly will assign a seat to a passenger upon check-in. This is no guarantee that you will get the seat you want or that you’ll end up sitting with your entire party. To ensure you get the seat you want, make your selection for a fee when you purchase your ticket. Please refer to our fee schedule for the price of selecting a seat.

How early do I need to check in for my flight?

Generally, the check-in counters open one and a half hours before scheduled time of departure and close 30 minutes before scheduled time of departure. We advise passengers to arrive at the airport with sufficient time to check in.

What if I need to travel today? Where can I get tickets?

You can book your tickets at www.fireflyz.com.my if there are more than 24 hours to planned time of departure. If your desired flight is less than 24 hours but more than six hours, buy your ticket through our call centre at +603-7845 4543 , and airport and city ticketing offices. If your desired flight is less than six hours away, purchase your ticket at an airport ticketing counter provided there are available seats. Please ensure you have sufficient time to check in after buying your ticket.

We’re travelling as a group, how do I book?

You can make use of our Group Bookings service if your group has more than 9 passengers. Just email us at groups@fireflyz.com.my with your itinerary details, number of passengers and telephone number and we will send you a quotation.

Changing flight details, flight re-time or delay

How do I change my flight details?

Name and date changes may be allowed, depending on the fare rules of the purchased ticket. Unfortunately, no changes to the routes will be allowed. You can contact our call centre at +603-7845 4543, or visit a city ticketing office for enquiries. Such changes will incur a fee as well as differences in fare, if any.

What if my flight is delayed/ retimed/ rescheduled?

We may change, cancel, reschedule or delay any flight that we reasonably consider to be justified because of circumstances beyond our control, or for safety or commercial reasons. Firefly shall endeavour to contact you in advance to inform you of the change in flight schedule, so it is very important that you give us accurate contact details to ensure that you receive our notification.

Wheelchair assistance service

How do I inform Firefly that I require wheelchair assistance?

We advise passengers who require wheelchair assistance to contact our call centre at +603-7845 4543 when you purchase your ticket to make the arrangements; acceptance of carriage is subject to our General Conditions of Carriage. There may be a nominal fee for this service; however this service is extended at no cost to passengers with an OKU (Orang Kurang Upaya) identification card issued by Social Welfare Department of Malaysia; while passengers flying from an Indonesian destination will not be charged a fee for requesting wheelchair assistance.

What if I forget to notify Firefly that I need wheelchair assistance before my flight?

Firefly will do its best to meet the ad-hoc request for special or wheelchair assistance at the airport but this may take longer than usual or not be available due to constraints on resources. Additionally, the ad-hoc request for special or wheelchair assistance can only be granted if the passenger has, at point of purchasing ticket, declared that he or she has a medical or physical condition that needs special assistance. The ad-hoc request for special or wheelchair assistance can also be considered if at check-in, the passenger has a condition that requires it and there are available wheelchairs at that point in time.

Helping you manage sports equipment

What is sports equipment handling fee?

This refers to a nominal fee that Firefly charges for the carriage of water skiing equipment, scuba diving gear, and golf sets that weigh up to 20kg. These types of equipment are not considered part of a passenger’s checked-baggage allowance.

What if my golf set weighs more than 20kg?

Our usual excess-baggage fees will apply, as laid out in our fee schedule if it exceeds the baggage allowance purchased or offered.

Will other sports equipment incur charges?

Sports equipment other than scuba diving gear and golf sets are subject to excess-baggage fees, as laid out in our fee schedule.

Is there a limit on the carriage of sports equipment?

Sports equipment must not weigh more than 32kg – if a set of equipment weighs more than 32kg, it must be re-packed into two or more sets.

Can I get a refund on sports equipment handling fee if I don’t use it?

Firefly is unable to refund the sports equipment handling fee if it’s not utilised. Each passenger is entitled to one piece of sports equipment and passengers cannot pool their sports equipment allowance. Additionally, the fee cannot be transferred to another passenger.

Checked-baggage allowance

What is my checked-baggage allowance?

Passengers are offered complimentary 20kg checked-baggage, which is subject to conditions and limitations; baggage that weighs more than 20kg will be charged excess baggage fees. To avoid this, purchase a heavier checked-baggage allowance when you buy your ticket.

Checked-baggage that weighs more than the purchased weight allowance will incur excess-baggage fees. Learn more about our excess-baggage fees.

My baggage is too small to be checked in. Can I carry it with me onboard?

Only one piece of baggage may be hand-carried onboard provided that it does not exceed the dimensions of 56cm x 36cm x 23cm and does not weigh more than 7kg. The piece of hand-carry baggage must fit under the seat in front of you or in an enclosed storage compartment in the cabin or it will be checked-in as checked baggage. If overweight, over-sized and extra hand baggage is found at the boarding gate, it will be checked in and a fee imposed.

Items determined by us to be of excessive weight or size or of an offensive nature will not be permitted onboard. Firefly reserves the right to remove said item of excessive weight and size, and check into the baggage compartment.

Can I buy online checked-baggage allowance rates at the counter?

No, standard excess-baggage rates will apply at the airport. Checked-baggage allowance rates must be booked and paid upon booking of flight online or through Group Bookings desk at least 24 hours prior to departure, or through the call centre and airport ticketing offices six hours before scheduled flight departure. If you purchase your flight from a city ticketing office, you can purchase your checked-baggage allowance up to three hours before scheduled departure.

Is there a limit to the weight of each piece of baggage?

Regardless of which checked-baggage allowance category you purchase, each piece of checked baggage cannot exceed 32kg in weight. For example, if you buy a checked-baggage allowance of 35kg, you may have two pieces of checked baggage that add up to 35kg or even exceed 35kg, in which case excess-baggage fees will apply, but you may not check in one piece of checked baggage that is heavier than 32kg.

If I don’t use the entire checked-baggage allowance, can I get a refund?

No, we’re unable to offer a refund in this instance.

What if the actual baggage weight exceeds the weight category bought?

If actual weight exceeds the weight category bought, standard excess-baggage fees will be charged to the difference.

Can the checked-baggage allowance be transferred to another passenger?

No, checked-baggage allowance is not transferable.

Can I take perishable food or frozen seafood and meat on board the aircraft?

No, we do not accept perishable food or frozen seafood and meat as checked baggage. You may, however, carry them onboard as hand-carry baggage provided these conditions are met:

• The perishable food or frozen seafood and meat are securely-packed (air- and water-tight) at the source.
• The container is within the hand-baggage weight and size limitations: 56cm x 36cm x 23cm and does not weigh more than 7kg.
• No more than 2.5kg of dry ice is used to pack the frozen food.

Can I take plants or flowers on board the plane?

No, we’re unable to accept any plant or plant product on international flights as checked-baggage or hand-carry baggage. This rule applies regardless of whether the plant is potted in soil, or has roots or seeds. For more information, please contact our call centre at +603-7845 4543 or a ticketing office

Buying Firefly flights through Malaysia Airlines

Why is it that I can buy a Firefly flight through Malaysia Airlines’ website?

Firefly has a one-way code-share arrangement with Malaysia Airlines, our parent company, so Malaysia Airlines is able to market or sell seats on flights operated by Firefly Airline.

What are the benefits to buying a Firefly seat through Malaysia Airlines?

Passengers who buy a Firefly seat through Malaysia Airlines will be accorded the same rights and benefits as a Malaysia Airlines passenger, namely complimentary checked baggage allowance of 20kg and in-flight meals, as governed by Malaysia Airlines General Conditions of Carriage and Fare Rules.

Additionally, a passenger who is an Enrich member can accrue miles when he or she books a Firefly seat via Malaysia Airlines. However, a code-share guest is unable to redeem his or her Enrich miles with Firefly at present.

What is the minimum time required to make my connecting flights if I book them through Malaysia Airlines?

Minimum of ONE hour if the connections take place within Penang International Airport.

Minimum of FOUR hours if the connections involve both KL International Airport and Skypark Terminal, Subang.

Does Malaysia Airlines or Firefly provide shuttle transfers between KL International Airport in Sepang and Skypark Terminal in Subang?

No we do not; but taxis from KL International and Skypark Termimal in Subang are readily available and the taxis employ a coupon system. Just purchase a coupon at the Taxi Counter to pay a fixed sum determined by geographic zones. It takes approximately one hour to travel between KL International Airport to Skypark Terminal in Subang by taxi.

There is a minimum connection time of FOUR hours if the connections involve KL International Airport and Skypark Terminal, Subang.

Is there a baggage check-through facility accorded by the code-share arrangement?

Not at present; we’re working with Malaysia Airlines to make this possible. At present, passengers would need to collect their baggage and check them in again for the onward journey.

If I buy a Firefly seat through Malaysia Airlines, who do I call for customer service?

Please call Malaysia Airlines for assistance at 1-300-88-3000 (within Malaysia) or +603-7843 3000 (outside Malaysia) because the services you’re entitled to (such as flight date or time change, and flight delay handling) would be governed by Malaysia Airlines’ Fare Rules and General Conditions of Carriage.

Web Check-in

Who can use web check-in?

Any passenger travelling within Malaysia or between Malaysia and Singapore can enjoy web check-in except those travelling with infants or require special assistance. Pregnant women can also enjoy web check-in; she would need to sign a Limited Liability Statement as provided under our General Conditions of Carriage and this should be done at point of document check.

Passengers with reduced mobility and require special assistance, or are travelling with infants need to check in at the check-in counters.

Where can I use web check-in?

Currently, for all Firefly flights within Malaysia, and to and from Singapore only.

What do I require to perform web check-in?

To check in online, you’ll need access to a computer, stable internet connection, a printer and A4 paper. Please have your Confirmation Number (you can obtain this from your Firefly Flight Itinerary), departure and arrival destinations at hand to retrieve your reservation to perform check-in. Boarding passes must be printed on A4 paper, a soft copy is not valid.

Can I select my seat while checking in online?

No, please select your seat via Manage My Booking before you check in online.

Must I check in all passengers in one reservation at the same time?

No, if the reservation has more than one passenger, a list of names will be displayed. Passenger can check in whomever they wish at the time. The other passengers can check in at a later time, up to 1 (ONE) hour before scheduled time of departure.

What is the maximum number of passengers I can check in each time?

The maximum number of passengers you can check in each time is 9 (nine).

What happens if the computer hangs or internet connection is lost during online check in?

If your web check-in is successful, you’ll be able to print your boarding pass; once your internet connection or computer is restored, attempt to RE-PRINT your boarding pass. If you’re unable to print it, perform the online check-in process again.

How early can I web check-in?

Passengers can check in online at the earliest 400 days and at the latest 1 (ONE) hour before scheduled time of departure.

After checking in online, when do I need to be at the airport?

All passengers with or without checked baggage:
Proceed to Flight Information Display System (FIDS) to check / verify your boarding gate number.

Passengers on domestic flights without checked baggage:
Proceed to the boarding gate with boarding pass and positive identification such as passport and MyKad at least 10 minutes before scheduled time of departure for document check. The boarding gate will close 10 minutes before scheduled time of departure, after which we would not accept passengers for boarding.

Passengers on domestic flights with checked baggage and passengers on international flights:
Proceed to check-in counters with boarding pass and positive identification such as passport and MyKad at least 30 minutes before scheduled time of departure to drop off baggage and document check.

The check-in counters will close 30 minutes before scheduled time of departure, after which we would not be able to perform document checks or accept checked baggage.

What if I’ve lost my boarding pass after I printed it?

Go to the Online Web Check-in link at www.fireflyz.com.my to RE-PRINT your boarding pass or proceed to check-in counter for assistance at least 30 minutes before scheduled time of departure.

What happens if there is a flight change after I’ve checked in?

All passengers are advised to check the Flight Information Display System (FIDS) as soon as they arrive at their departing terminal for the latest info on their flights such as boarding gate number and scheduled time of departure.

If there is a flight time change:
Retain your boarding pass, you don’t need to check in again. Proceed to document check or baggage drop off (if applicable)

If there is a flight cancellation:
A Firefly staff will notify you via text message, email or telephone with new travel details, please proceed t¬o check in again with your new travel details. If you could not be contacted with new travel details prior to your arrival at the airport, you can seek assistance at the check-in counter on day of departure.