Frequently Asked Questions
Firefly? What’s that?
(Find the answer here)
Wow it’s an airline! Where does Firefly fly?
(Please check the details here)
I want to get my Firefly ticket now!
There are a few ways you can book your flights on Firefly.
- Through our online booking at www.fireflyz.com.my
- Through our call centre at + 60 (3) 7845 4543 from 8.00am to 9.00pm daily.
- At our Sales office in KOMTAR, Penang.
- At our appointed MAS ticketing offices, and our airport sales counters
- At our registered travel agents
- From our representatives at Phuket and Koh Samui in Thailand
It’s a group trip! What do I do?
You can make use of our Group Bookings service for groups more than 10 passengers. Just email us at groups@fireflyz.com.my with your itinerary details, number of passengers and telephone contact number. We will then send you a quotation.
What are the terms and conditions that I must be aware of?
(Please check the details here).
Is it free seating on the flight?
No, the seats are numbered and you will be allocated your seat upon check-in at the airport for all our flights.
What is my check-in baggage allowance?
You may transport free of charge checked baggage up to a maximum weight of 20 kg subject to the conditions and limitations contained herein. Anything above the allowable maximum weight will be charged at the excess baggage rates (please refer to Fee Schedule).
My baggage is too small to be checked in. Can I carry it with me?
Only one (1) piece of baggage may be carried on board provided that it does not exceed the dimensions of 56cm X 36cm X 23cm and does not weigh more than 5kg. Such baggage must fit under the seat in front of you or in an enclosed storage compartment in the cabin. Items determined by us to be of excessive weight or size or of an offensive nature will not be permitted on board. Anything above the allowable maximum weight will be charged at the excess baggage rates (please refer to Fee Schedule).
I’ve lost my baggage! What should I do?
You may report it at our Operations Centre located on Mezzanine Floor, Bayan Lepas International Airport, Penang. If you do not collect it within a reasonable time, your baggage needs to be stored at our premises, and we may charge a storage fee. If your checked baggage is not claimed within three (3) months of the time it was made available to you, we may dispose of it without first notifying you and without any liability to you whatsoever.
How early do I need to check in for my flight?
Our check-in counters are open ninety (90) minutes before departure time It will close thirty (30) minutes before the scheduled flight departure time. Check-in deadlines may vary at different airports and for particular flights; it is your responsibility to ensure that you comply with these deadlines. Please prepare with you your travel documents and proper identification upon checking in.
What if I have a last minute plan and need to travel today? Where would I be able to get tickets?
You can book your tickets online www.fireflyz.com.my for flights departing more than 24 hours from the time of booking. For less than 24 hours and more than 6 hours, you can easily call our call centre at +60 (3) 7845 4543 or walk-in to our Sales Office at KOMTAR or any of the appointed MAS ticketing offices to book your tickets. If the flight is less than 6 hours, you can still purchase your ticket at the airport ticketing counters provided there are available seats. Ensure that you are at the counter 90 minutes or more before departure for international flights, and 60 minutes or more before departure for domestic flights.
How to 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 call our call centre at +60 (3) 7845 4543, or walk-in to our Sales Office in Penang or the appointed MAS ticketing offices for enquiries. Changes are subject to payment of a charge. Please check for any differences in fare here.
What if my flight is delayed/ retimed/ rescheduled?
At any time after a booking has been made we may change or cancel or reschedule or delay any flights where we reasonably consider to be justified by circumstances beyond our control or for reasons of safety or commercial reasons.
We will endeavour to contact you in advance to inform you of the change in flight schedule. So, it is very important that you insert your contact details accurately to ensure that we are able to advise you of a change. We also advise you to check on your bookings by calling in to confirm the details, when nearing to your flight date.
My flight has been cancelled! Now what?
In the event of a flight cancellation, you have the option of:
- Taking the next available flight, depending on availability.
- Crediting the entire value of the ticket purchased into an account with Firefly where you can choose to utilize the credited amount to travel on any other flights at a different date (please check the details here).
- Getting a refund, subject to conditions (please check the details here)
How can my travel agency become a Firefly registered agent?
(Please check the details here).
