Please refer to the table below to find out which category you should select when applying for a refund and the steps to raise your service recovery option request.

Flight Operated by Firefly from 31^st Jul– 15^th Oct 2021*

Eligibility
Ticket issued on/before	Travel dates impacted
01^st Jul 2021	31^st Jul – 15^th Oct 2021

Service Recovery

Methods

Change Date

One (1) time free flight change
Change Fee Waived
Fare differences applies
At least two (2) hours before the flight departure time

Through Firefly “Manage Booking” website Firefly

https://booking.fireflyz.com.my
/RetrieveBooking.aspx

Refund via Credit Account

Credit account (180 days validity)
Cancellation Fee Waived
More information regarding Firefly Credit Account, please click link FAQ below
https://www.fireflyz.com.my/contact-us/faq

Passenger need to send email with details as below

Booking Reference Number/PNR
Travel Date
Destination
Email address
Phone Number

to customer_care@fireflyz.com.my or callcentre@fireflyz.com.my for assistance.

For 3^rd party booking e.g. (viaTravel Agent, Malaysia Airlines codeshare MH5000) please contact your TravelAgent or Malaysia Airlines Contact Centre for refund process.

Passengers may call our Contact Centre at +603 7845 4543 (General Hotline) or +65 3158 8279 (within Singapore).

*This offer is not applicable for passengers travel to/from Langkawi sector.