Firefly Airlines | General Conditions of Carriage

General Conditions of Carriage

1.1 Definitions: As you read these Conditions of Carriage, the following expressions mean: “Airline Designator Code” The letter and number code which identify a particular carrier. “Flight Operations” The operation of turbo propellers and jet aircrafts. “Authorized Agent” A passenger sales agent who has been appointed to represent us in selling air transportation on our services. “Airline Designator” The letter and number code which identify a particular Carrier. “Baggage” Your personal property accompanying you on your flight. Unless otherwise specified, it includes both your Checked and Unchecked Baggage. “Baggage Check” A document issued to Passenger by us as proof of receipt for Checked Baggage and which relate to the carriage of Checked Baggage and includes the Baggage Identification Tag. “Baggage Identification Tag” A document issued by us solely for identification of Checked Baggage. “Boarding Pass” The boarding document exclusively issued by us upon check-in. “Carrier” An air carrier that carries or undertakes to carry the passenger and/his baggage or performs or undertakes to perform any other services related to such air carriage. “Charges” The Passenger Service Charge, Administrative Charges, Fuel Surcharge and the Insurance Surcharge or any charges, which may be levied from time to time. “Checked Baggage” Baggage of which we take custody and for which we have issued a Baggage Identification Tag; it is also sometimes referred to as “registered baggage”. “Code” The Malaysian Aviation Consumer Protection Code 2016 including all amendments made from time to time. “Conditions of Contract” Those statements contained in or delivered with the Itinerary, identified as such and which incorporate by reference, these General Conditions of Carriage and notices available at our offices and check-in counters. “Convention” The Conventions as applicable under the Carriage by Air Act 1974. “Damage” Includes death, bodily injury to a passenger, loss or damage to the Baggage or loss or damage suffered by a passenger caused by delay, and any loss, partial loss or other damage of Baggage, arising out of or in connection with carriage or other services incidental thereto performed by us. “Fees Schedule” The schedule as published in our Website listing the prevailing surcharges, fees, taxes, processing fees and service charges, which may be amended from time to time. “General Conditions of Carriage” This Terms and Conditions of Carriage. “Itinerary” The document we issue to Passenger either on paper or in digital or electronic format containing Passenger’s name, flight information, booking number, Conditions of Contract and other notices, which we may include therein. “Passenger, you, yours and yourself” Any person, except members of the crew, carried or to be carried in an aircraft with our consent and expressly named in a Ticket or Itinerary. “Route” The flight from the airport at the point of origin to the airport at the point of destination. “Regulations”, Our terms and conditions, other than these Conditions of Carriage, published by us and in effect on the date of ticket issued, governing carriage of passengers and/or baggage and shall include any applicable tariff in force. A copy of the relevant terms and conditions may be viewed at www.fireflyz.com.my. “Seat” A seat in our aircraft operated for your flight. “Tariff” The published fares, charges, and related conditions of carriage of an airline which have been filed where required with the appropriate authorities and published electronically or on paper. “Ticket” The Itinerary and receipt issued by us or on our behalf either on paper or in digital or electronic format, detailing the Passenger’s name, flight information and booking number as contained in our database, including all notices, these General Conditions of Carriage and Regulations. “Unchecked Baggage” Any baggage other than Checked Baggage including all items brought by you into our aircraft cabin in accordance with our Regulations. “We, our, ourselves, us and Carrier” Firefly or Flyfirefly Sdn Bhd. “Website” The internet site www.fireflyz.com.my provided by us for making online bookings and to access information about us. 1.2 Captions: The title or caption of each Article of these General Conditions of Carriage is for convenience only and is not to be used for interpretation of the text. 1.3 Language: The language of these General Conditions of Carriage is English and irrespective of publication of translations of these General Conditions of Carriage into other languages, English shall be the sole language used in the interpretation of these General Conditions of Carriage. Version 2.4 (01 March 2022)

2.1 GENERAL 2.1.1 These General Conditions of Carriage apply to the carriage by air or by surface transportation of Passengers and Baggage performed by us or on our behalf and to any liability we may have in relation to that carriage and transportation. 2.1.2 These General Conditions of Carriage shall also apply to gratuitous or promotional fare carriage except to the extent that we have provided otherwise in the Conditions of Contract attached to such carriage. In the event of inconsistency between these General Conditions of Carriage and any Conditions of Contract or any other regulations we may have dealing with particular subjects, these General Conditions of Carriage shall prevail. 2.2 CHARTERS If carriage is performed pursuant to a charter agreement, these General Conditions of Carriage shall apply only to the extent provided in the charter agreement and the charter ticket. Where there are no charter regulations applicable, these General Conditions of Carriage shall apply to such carriage in so far as they are not excluded by or inconsistent with the terms of the charter agreement and the charter ticket. By accepting the carriage pursuant to a charter agreement, whether or not concluded with the passenger, the passenger agrees to be bound by the applicable provisions of such agreement. 2.3 CODE SHARES On some services we have arrangements with other carriers known as “Code Shares”. This means that even if you have a reservation with us and hold a Ticket where our name or Airline Designator Code is indicated as the carrier, another carrier may operate the aircraft. In such cases, where there is any difference between our General Conditions of Carriage and those of the carrier operating the aircraft, the latter will prevail. If such arrangements apply, we will advise you of the carrier operating the aircraft before you purchase your Ticket or, if the identity of the operating carrier is not yet known at the time of reservation, ensure that you are informed of the same as soon as such identity is established. 2.4 OVERIDING LAW To the extent that any provisions contained or referred to in these Conditions of Carriage is contrary to anything contained in the Convention, where applicable, or the Code, or any applicable laws, government regulations, orders or requirements that cannot be waived by agreement by the parties, such provisions will not apply. The invalidity of any provisions shall not affect the validity of any other provisions which remain valid. 2.5 CONDITIONS OF CARRIAGE PREVAIL OVER REGULATIONS Except as provided in these Conditions of Carriage, in the event of inconsistency between these Conditions of Carriage and our Regulations, these Conditions of Carriage shall prevail. Version 2.4 (01 March 2022)

3.1 TICKET AS PRINCIPAL EVIDENCE OF CONTRACT 3.1.1 The Ticket shall constitute as prima facie evidence of the contract for carriage between us and the Passenger named on the Ticket. The Ticket, these General Conditions of Carriage and our Conditions of Contract (including applicable Tariffs) together constitute the terms and conditions of the contract of carriage between us and the Passenger. We will provide carriage only to the Passenger named on a Ticket (or holding, as a proof payment, or part payment, any other document) issued by us or our Authorized Agent. The Ticket is and remains at all times the property of the Carrier that issues it. 3.1.2 Identification of Passenger You will be required to produce appropriate identification at check-in in to prove you are the Passenger named in the Ticket before you are allowed to board our flight. 3.1.3 Valid Ticket is Required for Carriage You shall not be entitled to be carried on a flight unless you provide positive and valid identification and a Ticket which is valid and duly issued in accordance with our Regulations. You shall not be entitled to be carried if the Ticket presented has been altered by anyone other than us or our Authorized Agent, or if the Ticket or details therein is not contained or similarly reflected within our database. 3.1.4 Ticket not Transferable A Ticket is issued to you personally and is not transferable. You must not give it to anyone else to use. 3.2 PERIOD OF VALIDITY 3.2.1 Except as otherwise provided in the Ticket, these Conditions of Carriage or our Regulations, or in any Tariff which may apply to your Ticket, your Ticket is valid only for the flight as scheduled by us. 3.2.2 When you are prevented from travelling within the period of validity of the Ticket because at the time you request a reservation we are unable to provide space on the flight, the validity of such Ticket will not be extended unless otherwise provided in our Regulations. 3.2.3 In the event of your death during your journey, the Tickets of the persons accompanying you may be modified by waiving any minimum stay requirement or extending the validity. In the event of a death in your immediate family once you have commenced your journey, the validity of your Tickets and those of your immediate family accompanying you may be likewise modified and such request for modification shall be submitted to customer_care @fireflyz.com or For assistance, you can chat with MAVIS, our virtual assistant, available 24/7 on our official website: https://www.fireflyz.com.my . Any such modification shall be made upon receipt of a proper death certificate and other necessary documents the Carrier deems fit and any extension of validity shall not for a period longer than thirty (30) days from the date of death. 3.2.4 If you are prevented from travelling due to events detailed under Article 9.3, we may provide you with credit equivalent to the value of the unused portion of the fare, if any, for future travel with us, subject to deduction of a reasonable administration fees and proof of such event. 3.3 USE OF YOUR TICKET 3.3.1 The Ticket you have purchased is valid for transportation from your point of origin as shown in your Ticket. You will use the Ticket as per the sequence of travel provided in the Ticket. The Ticket may automatically lose its validity if you omit to use any of the sectors and you did not make any prior notification to us. 3.3.2 The fare you have paid is calculated on the basis of the entire sequence of travel shown in your Ticket. Should you wish to change your journey, you must contract us in advance. The fare for your new journey will be recalculated and you will be given the option of accepting the new price or maintaining your original journey as ticketed. Should you change your journey without our agreement, we reserve the right to assess the correct fare for your actual travel and collect from you (or refund to you, as the case may be) any difference between the fare you have paid and the fare applicable for your revised journey, inclusive of any other costs and expenses incurred by us as a result of the revised journey. 3.3.3 Please be aware that while some type of changes will not result in a changed fare, others such as changing your point of origin or reversing the direction you travel can result in an increase in price. Many special fares are valid only on the dates and flights shown on the Ticket and cannot be changed. Any changes will be subject to the fare rules and conditions applicable to your Ticket. 3.4 OUR NAME AND ADDRESS ON THE TICKET Our name may be abbreviated to the FY Airline Designator Code on the Ticket. Our registered address is Level 1, Administration Building, Southern Support Zone, Kuala Lumpur International Airport - KLIA, 64000 Sepang, Selangor, Malaysia. Please see our website www.fireflyz.com.my for more details on how to contact us 3.5 ACCURACY All of details in our Ticket which includes our fares and charges, flight schedules and routes published are correct at the time of its publication. We reserve the right to revise any fares (including the Conditions of Contract) and flight schedules at any time and from time to time at our discretion and without first notifying you. Version 2.4 (01 March 2022)

4.1 GENERAL Our fares apply only to carriage from the airport at the point of origin to the airport at the point of destination unless we say otherwise. Fares do not include ground transport services between airports and between airports and town/city terminals. 4.2 APPLICABLE FARES Applicable fares are the published fares that are in effect on the date of payment in full of the Ticket applicable for the date of commencement of first flight travel segment. Subject to government requirement and our Regulations, the applicable fare is the fare valid for the carriage on the date of each flight specified on the Ticket as indicated for each flight segment in the Itinerary. If the fare that we (or our Authorized Agent) have collected from you is not the applicable fare, the difference shall be paid by you, or, as the case may be, refunded by us, in accordance with our Regulations. 4.3 INFANTS Infant(s) whose age on the date of travel is below two (2) years but above eight (8) days old shall be subject to the prevailing fees as provided for in the Fees Schedule. An infant may travel provided he sits on an adult’s lap. Only one (1) infant is allowed per adult. We do not allow baby seats, carriers or strollers on board the aircraft and the same must be stowed in the aircraft hold during flight. 4.4 GOVERNMENT TAXES, CHARGES AND INSURANCE SURCHARGE Any taxes, charges or insurance surcharge imposed on air travel by the Government, relevant authority or the airport operator (in whichever country or locality) in respect of Passenger’s use of any of our services or facilities will be in addition to our fares, administration fees and charges and shall be borne by Passenger, unless otherwise specifically stated by us or set out in our Conditions of Contract. The aforementioned taxes, charges and insurance surcharge imposed on air travel may change from time to time and can be imposed even after the confirmation of Passenger’s booking and shall still be borne by Passenger as and when they fall due to prior to departure. Please refer to our Fees Schedule for the prevailing amount payable. 4.4 CURRENCY You must pay any taxes, fees, charges, and surcharges in the currency of the country in which the Ticket is issued, unless we or our Authorized Agents say you must use another currency at or before the time you pay. We may, at our discretion, accept payment in another currency. Version 2.4 (01 March 2022)

5.1 RESERVATION REQUIREMENTS 5.1.1 The booking or reservation of a Seat is confirmed after full payment of the Tariff and/or fees and charges as per the Fees Schedule is received by us and Passenger is issued with an Itinerary. In the event that the Tariff and/or fees and charges as per the Fees Schedule has not been paid in full when a booking is confirmed for any reason whatsoever, we reserve the right to cancel the booking prior to check-in and/or to disallow you to board the aircraft. Once confirmed, the booking cannot be cancelled and any portion of the paid Tariff and/or fees and charges as per the Fees Schedule is not refundable. If Passenger fails to travel on the flight as booked, the booking will lapse and not be substitutable for other flights. 5.1.2 As provided in our Regulations, certain fares may have conditions which limit or exclude your right to change or cancel the reservations. 5.2 TICKETING TIME LIMIT If you have not paid for your Ticket prior to the deadline we or our Authorized Agents have set, we or our Authorized Agents have the right to cancel your reservation. 5.3 USE OF PERSONAL INFORMATION 5.3.1 The collection and use of personal information will be in accordance with our Privacy Policy, a copy of which may be viewed or obtained from our website www.fireflyz.com.my. 5.3.2 We may use the personal information for the purpose of, but not limited to, making a reservation, purchasing and issuing a ticket, accounting, billing and auditing, verifying and screening credit or other payments cards, immigration and customs control, safety, security, health, administrative and legal purposes, and customer relations. 5.3.3 As per the purpose set out in Article 5.3.2 above, we are hereby authorized by you to retain, transmit and/or release such personal information to our own offices, affiliates, subsidiaries, other carriers or the providers of such services or related services, government and enforcement agencies, and credit and other payment card companies in whatever country they may be located. 5.4 GROUP BOOKINGS These are governed by specific terms that vary from time to time. Please contact us for further details. 5.5 FLIGHT CHANGE 5.5.1 Once a booking number has been issued, all flight changes are subject to the following terms: No changes are allowed for any flight changes made within two (2) hours prior to the scheduled flight departure time. Flight changes up to two (2) hours from the scheduled flight departure time shall be subject to payment of the charges as provided for in the Fees Schedule, and shall further be subject to the following conditions: If a lower fare is available, the difference in fares will not be refunded to the Passenger; If the new flight booked is in a higher fare class than that of the cancelled booked flight, the difference in fares shall be paid by the Passenger before the cancellation or change can be made; The change is not confirmed until we issue you a revised Itinerary and/or booking number; and Changes are subject to fare rules. Name Change and route change are strictly not permitted on a confirmed booking. 5.5.2 Please refer to our Fees Schedule for the prevailing amount payable. 5.6 SEATING 5.6.1 We do not guarantee allocation of assigned seat in the aircraft and the Passenger agrees to accept any seat that may be allotted on the flight for which the Ticket has been issued. We reserve the right to assign or reassign Seats at any time, even after Passenger has boarded the aircraft or if Passengers have selected a seat of choice during booking and have paid the requisite fee as may be necessary due to operational, safety or security reasons. Version 2.4 (01 March 2022)

6.1 CHECK-IN AND BOARDING REQUIREMENTS OF FLIGHT OPERATIONS 6.1.1 Jet Operations Our check-in counters are open two (2) hours and closes one (1) hour before the flight departure time and are subject to the rules and regulations of the respective airports. Check-in deadlines may vary at different airports and for particular flights; it is your responsibility to ensure that you comply with these deadlines, the particulars of which will be available at the time you make your booking. 6.1.2 Turbo Propellors Operations Our check-in counters are open ninety (90) minutes and close thirty (30) minutes before the domestic scheduled flight departure time and forty-five (45) minutes for international scheduled flight departure time, and are subject to the rules and regulations of the respective airports. Check-in deadlines may vary at different airports and for particular flights; it is your responsibility to ensure that you comply with these deadlines, the particulars of which will be available at the time you make your booking. 6.1.3 Without derogation from the generality of other provisions of these General Conditions of Carriage governing the right of refusal of carriage, we reserve the right not to allow you to check in without any liability to you and without having to refund to you any Tariff and/or fees and charges as per the Fees Schedule paid: If you fail to have proper identification or fail to identify yourself to our staff as Passenger; If you fail to have the proper valid Travel Documents as per Article 6.7 herein; If you have not fully paid any fare or other fees or charges due to us; If you have been violent to our staff or caused any disturbance or nuisance at our counter or have abused our staff whether physically or verbally; If you are prohibited from checking in or boarding the aircraft by the Government or any other authorities for any reason whatsoever; If in our judgment, you are not fit to travel due to intoxication or any obvious adverse medical condition; If in our judgment, you are not medically fit to travel or your medical condition poses or could pose a danger or threat to the health of other passengers or the smooth operation of the flight; and/or If you will not surrender your travel documents for our or our agents’ or authorities’ inspection or to be lawfully held by them when so requested. 6.1.4 If you do not complete the check-in process by the check-in deadline set by us and no Boarding Pass was issued to you, we may decide to cancel your reservation and not to carry you. 6.1.5 You must be present at the boarding gate within the time as set out under Article 6.4 herein. We may decide not to carry you if you fail to arrive at the boarding gate on time. 6.1.6 We will not be liable for any loss, damage or expense in the event you fail to meet the check-in deadlines, fail to present yourself for check-in on time or fail to arrive at the boarding gate on time. 6.1.7 We will not delay the departure of our flight if you do not check-in or board on time. 6.2 SELF CHECK-IN We offer self-check-in facilities via web or kiosk for selected flights. The facilities are subject to specific requirements which may be viewed on our website under “Self Check-In”. 6.3 NO CHANGES AFTER CHECK-IN Once you have checked-in, you are not allowed to make any changes to your booking. 6.4 BOARDING You must be at the boarding gate at least thirty (30) minutes before the scheduled departure time. Priority for boarding is given to the handicapped, elderly and those traveling with young children and requiring special assistance. 6.5 NO-SHOW If you fail to check-in on or board the aircraft on time, the fare/Ticket costs and any Tariff and/or fees and charges as per the Fees Schedule you have paid will not be refunded to you for any reason whatsoever. 6.6 COMPLIANCE You are solely responsible for complying with all laws, regulations, orders, demands and requirements by the Authorities of countries flown from, into or over and with our General Conditions of Carriage (and any special conditions that would be published from time to time on our Website), notices and instructions given by us relating thereto. We shall not be liable in any way whatsoever to you in connection with obtaining necessary documents and/or approvals or complying with such laws, regulations, orders, demands, notices, requirements or instructions, whether given orally or in writing or otherwise, or for the consequences to you resulting from your failure to obtain such documents or to comply with such laws, regulations, orders, demands, notices, requirements or instructions. 6.7 TRAVEL DOCUMENTS 6.7.1 Passengers are responsible for obtaining and must possess and have available for presentation all exit, entry, health, identification and other documents as required by any governmental authorities’ law, regulations, order, demands, directions or requirements of the jurisdictions flown from, into or over. All documents must be presented in original copies and we reserve the right to take and retain copies thereof. 6.7.2 We reserve the right to deny the boarding of any Passenger who has not complied with, or whose documents do not appear to comply with, such applicable laws, regulations, orders, demands or requirements in Article 6.7.1 above. 6.8 REFUSAL OF ENTRY You agree to pay the applicable Tariff and/or penalties or fines whenever we, on order of any Government or immigration authority, are required to return you to your point of origin or elsewhere, due to your inadmissibility into a country, whether of transit or destination. In such event the fare paid for your travel will not be refunded to you. 6.9 PASSENGER RESPONSIBLE FOR FINES, DETENTION COSTS, MEDICAL COSTS ETC. If we are required to pay or deposit any fine or penalty or to incur any expenditure by reason of your failure to comply with laws, regulations, orders, demands or other travel requirements of the countries flown from, into or over or to produce the required documents, or administering any medical care including paramedic services in cases of emergencies at the ports of departure and arrival, you shall on demand reimburse to us any amount so paid or expenditure so incurred or to be paid. We may apply towards such payment or expenditure the value of any carriage unused by you, or any funds due to you, which are still in our possession. 6.10 SECURITY & HEALTH INSPECTIONS You shall submit to any security or health checks by governmental authorities, airport officials, 3 rd party health providers or by us. Version 2.4 (01 March 2022)

7.1 RIGHT TO REFUSE CARRIAGE We reserve the right to refuse carriage of you or your baggage or remove you or your baggage from the aircraft if, in the exercise of our reasonable discretion, we determine that: If carrying you would be contrary to government laws, regulations or orders, or if the immigration authority for the country you are travelling to, or for a country in which you have a stopover, has told us (either orally or in writing) that it has decided not to allow you to enter that country, even if you have, or appear to have, valid travel documents. If you do not meet the visa requirements. If carrying you or your Baggage may put the safety of the aircraft or the safety or health of any person in the aircraft in danger. If carrying you or your Baggage may affect the comfort of any person in the aircraft. If you are drunk or under the influence of drink or drugs. If your mental or physical state is a danger or risk to you, the aircraft or any person in it. If you have not obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security. If you refuse to submit to a security and/or health inspection to be carried out on you or your Baggage. If you fail to meet the requirements of the security and/or health inspection set and carried out by governmental authorities, airport officials, 3rd party health providers or by us. If the applicable fare or any charges or taxes payable have not been paid, or credit arrangements agreed between us and yourself (or the person paying for the Ticket) has not been complied with. If you do not appear to have proper documents for your journey. If you are not properly or are objectionably attired. If you have used threatening, abusive or insulting words towards our ground staff or another passenger or a member of the crew of the aircraft. If you have behaved in a threatening, abusive, insulting or disorderly way towards a member of our ground staff or a member of the crew of the aircraft. If you have deliberately interfered with a member of the crew of the aircraft carrying out their duties. If you have put the safety of either the aircraft or any person in it in danger. If you have made a hoax bomb or other security threat. If you have committed a criminal offence during the check-in or boarding processes or on board the aircraft. If you have not presented a valid ticket. If you destroy your travel documents during flight. If you refuse to surrender travel documents to us for examination or photocopying or to be held by the flight crew, against receipt, upon our request. If the travel documents you present: are not valid or are unlawfully acquired; was not purchased from us or our Authorised Agents; was not issued by us or our Authorised Agents; has been reported as being lost or stolen; is a counterfeit ticket; or If you cannot prove that you are the person named on the Ticket. If the name on the Ticket and the name on your identification documents are different. If you have failed to complete the check-in process by the check-in deadline. If you have failed to arrive at the boarding gate on time. If you have behaved in any way mentioned above on or in connection with a previous flight and we reasonably believe that you may repeat this behaviour. Any other behaviour, conduct, omission and action by you that, in our reasonable discretion, affects the health, safety and security of other passengers, our crew and the Flight Operations. 7.2 UNACCOMPANIED MINORS 7.2.1 Children from the age of 5 years and above but who are less than 12 years old traveling alone are considered as Unaccompanied Minors. 7.2.2 We will not carry Unaccompanied Minors unless prior arrangements have been made with us in accordance with our Regulations and subject to handling fee (where applicable). 7.3 SPECIAL ASSISTANCE 7.3.1 If you are a Passenger with a disability and you require any special assistance, you should inform us at the time of booking of your special need. We may, in our reasonable discretion, provide special assistance to passengers with disability and provide carriage to passengers with illness or a medical condition, subject to us first agreeing to provide such special assistance and carriage. 7.3.2 Passengers with illness or a medical condition must advise us of any special requirements and are required to produce a medical certificate at check-in confirming that they are fit to travel by flight. For safety of other passengers, we reserve the right to deny carriage of passengers suffering from infectious, contagious or chronic diseases. 7.3.3 Passengers requiring special assistance and passengers with illnesses or a medical condition must contact our MAVIS, our virtual assistant, available 24/7 on our official website: https://www.fireflyz.com.my to make prior arrangements with us for the type of special assistance required. On flights where assistive devices such as wheelchair, cane, portable oxygen, infant incubator, or stretcher (the “Assistive Device(s)”) are permitted to be transported or used, you are required to make your own arrangements for the carriage of such assistive device(s) and to contact as set out in our Regulation. Failure to adhere to the terms and conditions under the Regulation may result in the service being unavailable on arrival at the airport and/or being denied carriage. If you do not inform us at the time of booking of your special needs, we will nevertheless use reasonable efforts to accommodate your special needs, subject to availability of the services during the flight and applicable charges, if any. 7.3.4 Some health conditions may require a passenger to get medical assessment and clearance from us before flying. Medical clearance may be required, and the Passenger needs to adhere to the procedure stipulated under our Regulation, including the submission of Medical Information Form (MEDIF) for our approval. Notwithstanding anything to the contrary, we may deny carriage if after having been advised of the Passenger’s illness or condition and having agreed to provide carriage, it is in our reasonable discretion that we determine that the Passenger’s illness or condition has been misrepresented to us (whether in good faith or otherwise) and/or is worse than previously informed. 7.3.5 Passenger requiring special assistance must travel with an able-bodied person (family or friend) whom can accompany and assist in cases where the passenger is not self-reliant and may pose a risk to his/her own safety and health. Passenger must be able to sit upright and aligned without distracting of others movement. Where passenger is travelling with an accompanying passenger, we will do our best to ensure the accompanying passenger is seated next to the passenger. 7.3.6 We may charge a fee for providing any of the above-mentioned special assistance requirements. Please refer to our website at https://www.fireflyz.com.my/flights/terms-and-conditions for the terms and conditions applicable for the use or transport of Assistive Device(s). 7.3.7 In addition to any of the provisions set out herein in connection to a Passenger with a disability, our obligations and your rights as a Passenger with a disability are provided for in the Code and the Schedule thereof where applicable. 7.4 PREGNANT PASSENGERS 7.4.1 Firefly will carry normal pregnancy passengers for both domestic and international destinations subject to the following: Pregnancy of 36 weeks and below - You are required to declare your pregnancy and to complete and sign a Release and Indemnity Form. Pregnancy of above 36 weeks – You will not be accepted for flight. 7.4.2 Medical clearance will otherwise be required if you are having complications with your pregnancy. If MEDIF forms are required then they must be issued no more than one month before travel, otherwise a new MEDIF form will be required. All MEDIF forms must be provided to us no later than three (3) days before departure. 7.4.3 Pregnant Passengers are deemed to be aware of the above article when booking their flights, and, to accurately declare their pregnancy at the Check-in counter when checking in for flight. 7.5 INFANTS LESS THAN 8 DAYS OLD 7.5.1 We reserve the right not to carry infants less than eight (8) days old. We may in our absolute discretion decide to carry such infants on our flights when such carriage is expressly sanctioned in writing by a medical practitioner and when the parent/s of the infant signs a limited liability statement. 7.6 CARRIAGE OF PETS/ANIMALS 7.6.1 Pets or animals of any kind will not be accepted on our flights. Version 2.4 (01 March 2022)

8.1 ITEMS UNACCEPTABLE AS BAGGAGE OR TO BE CARRIED INSIDE BAGGAGE 8.1.1 We reserve the right to refuse carriage of such Baggage or such items found in Baggage as follows: Items improperly packed, to ensure safe carriage with ordinary care and handling; Items specified in the Dangerous Goods Regulations of the International Civil Aviation Organization (ICAO) and the International Air Transport Association (IATA) and in our General Conditions of Carriage and Conditions of Contract, including and not limited to, items which in our discretion are likely to endanger the aircraft or persons or property on board; Items the carriage of which is prohibited by applicable laws, regulations or orders of any state or country to be flown from, to or over; Items which in our reasonable opinion are unsuitable for carriage by reason of their weight, shape, size, odour or character; Live or dead animals; Human or animal remains; Risk items such as any form of weapons, firearms, swords, knives and similar items provided that such items may be allowed as Checked Baggage at our absolute discretion for very special reasons. These cannot be carried into the aircraft for any reason whatsoever. Power banks and batteries which capacity exceeds 100wh or 12V. Electronic cigarettes (E-cigarettes), personal vaporizers or any other electronic simulated smoking materials and products are not allowed as items in Checked Baggage and are required to be carried on board as hand luggage for Passenger use at destination, provided they remain stowed at all times and are unused in the passenger's hand luggage. Use of any of these items on board our aircraft is strictly prohibited at all times. Small vehicles or personal movement devices that are powered by lithium-ion batteries, whether such vehicles or devices are carried with or without batteries. Smart Luggage & Luggage Equipment Policy – Luggage or luggage-related devices and equipment that are powered by or contains lithium-ion batteries, motors, power banks exceeding 100wh, and/or incorporates GPS tracking, GSM, Bluetooth, RFID and/or Wi-Fi technology are not permitted to be checked-in as Checked Baggage or carried on board as Unchecked Baggage. 8.1.2 For the carriage of items other than those specified in 8.1.1 above, it will be subject to our Terms and Conditions and approval. Please contact us for further details. 8.2 PERISHABLE ITEMS 8.2.1 We accept carriage of perishable food items, seafood or frozen meat as Checked Baggage and Unchecked Baggage. For Unchecked Baggage, the items are subject to the following: the items are properly packed in cooler or Styrofoam box and sealed to prevent leakage. Items packed in cardboard boxes are prohibited; items are within the Baggage weight/size limitations; items are in good condition, with no spill and smell present; and dry ice, if used to preserve the condition of these items, is subject to a maximum of 2.5 kilograms per passenger inclusive of total weight of Baggage. Use of wet ice is prohibited. 8.2.2 Should Passengers refuse inspection, we have the right to disallow carriage of the items. 8.3 VALUABLE AND FRAGILE GOODS 8.3.1 Passengers are strongly advised not to check in items such that are fragile or perishable, artwork, cameras, money, jewellery, precious metals, computers, electronic and/or telecommunications equipment or devices, optical or photographic equipment, digital devices/items, silverware, prescribed medicine or drugs, negotiable papers, securities, business and legal documents, manuscripts or deeds, passports and other identification documents or samples, or any other valuables. If such items are checked in as Baggage, Passengers shall bear the risk of any possible loss or damage of the items. 8.3.2 Except as provided under the Convention, we are not liable for damage to fragile or perishable items, artwork, cameras, money, jewellery, precious metals, computers, electronic and/or telecommunications equipment or devices, optical or photographic equipment, digital devices/items, silverware, prescribed medicine or drugs, negotiable papers, securities, business and legal documents, manuscripts or deeds, passports and other identification documents or samples or any other valuables, which are included in your Checked Baggage, whether with or without our knowledge. The applicable Convention limitations of liability apply. We are also not liable for damage resulting from the inherent defect, quality or vice of the baggage. 8.4 RIGHT TO SEARCH For reasons of safety and security, we may request that you permit a search, x-ray or scan be made on you or your Baggage, and we may search or have searched your Baggage in your absence if you are not available for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in Article 8.1 or any firearms or ammunitions which have not been presented to us in accordance with Article 8.5. We are not liable for any damage caused by such search, x-ray, and/or scan. 8.5 CHECKED BAGGAGE 8.5.1 We may refuse to accept Baggage as Checked Baggage unless it is in our reasonable opinion that the Baggage has been properly and securely packed in suitable containers to ensure safe carriage with ordinary care in handling. Upon delivery to us of Baggage to be checked, we shall take custody thereof and issue a Baggage Identification Tag for each piece of Checked Baggage. Checked Baggage must have your name or other personal identification affixed securely to it. Checked Baggage will be carried on the same aircraft as you unless we decide for safety, security or operational reasons to carry it on an alternative flight. If your Checked Baggage is carried on a subsequent flight we will deliver the same to you within a reasonable time to the airport of departure or arrival of that flight unless applicable law requires you to be present for customs clearance. 8.5.2 Pooling of Baggage It is permitted subject to the following conditions: a) Passengers must check in at the same time; b) Passengers must travel on the same flight and over the same itinerary; c) (a) and (b) are subject to local regulation imposed by any governmental authorities. 8.6 BAGGAGE ALLOWANCE Your baggage allowance is as detailed in your Ticket and is subject to the conditions and limitations contained herein. 8.7 EXCESS CHECKED BAGGAGE You may not transport Baggage in excess of the specified baggage allowance. If, in our absolute discretion, Baggage in excess of the baggage allowance is accepted for carriage, you shall pay a charge for the carriage of that excess Baggage at the rates published by us (which rates may be changed or varied at any time and from time to time and will be available upon request and at our check-in counters). Please refer to our Fees Schedule for the prevailing amount payable. 8.8 SPORTING EQUIPMENT Golf set, diving equipment, bicycle and surfing board are subject to a separate handling fee for each item. 8.9 UNCHECKED BAGGAGE 8.9.1 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 provided that it does not weigh more than 7kg. 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. 8.9.2 Objects that we consider unsuitable for transportation in the cargo compartment (including delicate musical instruments and the like) will only be accepted for transportation in the cabin compartment provided we have given our permission in advance. You must pay a charge for the transportation of such objects in accordance with our Regulations. 8.9.3 We will not be liable for any Damage to Unchecked Baggage unless such Damage is caused by our own negligence. 8.10 COLLECTION AND DELIVERY OF BAGGAGE You shall collect your Baggage as soon as it is available for collection at the assigned location. If you do not collect it within a reasonable time and Baggage needs to be stored at our premises, we may charge a storage fee. If 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 your and without any liability to you whatsoever. Only the bearer of the Baggage Check delivered to the Passenger at the time the Baggage was checked is entitled to delivery of Baggage. If a person claiming the Baggage is unable to produce a Baggage Check for identification of the Baggage, we will deliver the Baggage to such person only on condition that he has proven to our satisfaction his right thereto, and if required by us, such person shall furnish adequate security to indemnify us for any loss, damage or expense which may be incurred by us as a result of such delivery. Acceptance of Baggage by the bearer of the Baggage Check without complaint at the time of delivery is evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage. Version 2.4 (01 March 2022)

9.1 SCHEDULES We will use our best efforts to avoid unreasonable delay in carrying you and your Baggage. We will endeavor to adhere to the published schedules in effect on the date of travel. However, times shown in our timetables, schedules or elsewhere are subject to change at any time and from time to time, due to the travelling conditions and circumstances. Furthermore, our timetables and published schedules shall form no part of your contract with us. If you provide us with sufficient contact information, we shall notify you of any changes or re-timing of schedules. 9.2 CANCELLATION, CHANGES OF SCHEDULES At any time after a booking has been made we cancel or delay a flight, unable to provide previously confirmed space, fail to stop at your Stopover or destination point, or cause you to miss a connecting flight on which you hold a reservation (whether or not due to our route cessation or flight rescheduling), except as otherwise provided by the Convention or the Code, we may elect to offer you either one or more of the following options with due consideration to your reasonable interests and applicable circumstances: carry you on another of our scheduled services on which space is available; within a reasonable period of time, re-route you to the destination indicated on your Ticket or applicable portion of your Ticket by our own scheduled services or the scheduled services of another Carrier, or by means of surface transportation. If the sum of the fare, excess Baggage charge and any applicable service charge for the revised routing is higher than the refund value of the Ticket, or applicable portion of the Ticket, we will collect no additional fare or charge from you, and will refund the difference if the fare and charges for the revised routing are lower; make a refund in accordance with the provisions of Article 10.3; or reasonable assistance and care/compensation such as meals, refreshments, limited telephone calls, internet access, hotel accommodation and/or airport transfer. 9.3 CANCELLATION, CHANGES OF SCHEDULES DUE TO UNCONTROLLABLE CIRCUMSTANCES / FORCE MAJEURE In the event your flight is cancelled or rescheduled due to causes beyond our control such as, but not limited to Acts of God, war, meteorological conditions incompatible with the operation of the flight concerned, epidemic, pandemic, movement restrictions imposed by governmental authorities, security risk, unexpected flight safety shortcoming or strikes, Firefly will not be liable to you in any way whether directly or indirectly for any cost and/or losses incurred and shall be under no immediate obligation to comply with Article 9.2 although we shall make reasonable efforts to assist you as best as we can in the prevailing circumstances 9.4 SOLE REMEDIES Upon the occurrence of any of the events set out in Article 9.3, the options outlined in Article 9.2 (a) to (d) are the sole and exclusive remedies available to you and we shall have no further liability to you. We strongly recommend you to obtain a comprehensive travel insurance to cover all your travel needs. 9.5 CONNECTING FLIGHTS We are a point-to-point Carrier. We shall not be responsible for any costs or expenses you incur as a result of a missed connection, even if the missed connection was due to one of our flights being delayed/ rescheduled/ cancelled. Version 2.4 (01 March 2022)

10.1 GENERAL If we fail to provide carriage in accordance with the contract of carriage, or if you choose not to use your Ticket, we will refund the unused Ticket or any unused portion in accordance with the fare rules and conditions applicable to your Ticket in the form of credit and in the currency paid as set out in Article 10.7. 10.2 PERSON TO WHOM REFUND WILL BE MADE 10.2.1 Except as provided in this Article, we shall be entitled to make a refund either to the person named in the Ticket, or to the person who has paid for the Ticket upon presentation of satisfactory proof of such payment. 10.2.2 If a Ticket has been paid for by a person other than the Passenger named in the Ticket, we may make a refund only in the same manner as how the payment was received. 10.2.2 A refund made to anyone presenting the details of the unused portion of the Ticket, and holding himself or herself out as a person to whom a refund may be made pursuant to Articles 10.2.1 or 10.2.2, will be deemed a proper refund and will discharge us from liability to you or any other person for a refund. 10.3 INVOLUNTARY REFUNDS If we cancel a flight, fail to operate a flight reasonably according to schedule, fail to stop at a point to which you are destined or ticketed for a Stopover, are unable to provide previously confirmed space, or cause you to miss a connecting flight on which you hold a reservation pursuant to Article 10.2.2, subject to the fare rules and conditions applicable to your Ticket, the amount of the refund shall be: If no portion of the Ticket has been used, an amount equal to the ticket price; or If a portion of the Ticket has been used, the refund will not be less than the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used. 10.4 VOLUNTARY REFUNDS 10.4.1 If you wish to obtain a refund of your Ticket for reasons other than those set out in Article 10.3, subject to the fare rules and conditions applicable to your Ticket, the amount of the refund shall be: If no portion of the Ticket has been used, an amount equal to the fare paid, less any reasonable service charges or cancellation fees; or If a portion of the ticket has been used, the refund will be an amount equal to the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used, less any reasonable service charges or cancellation fees. 10.4.2 For the avoidance of doubt, any portion of the ticket price relating to taxes or fees imposed by governmental authorities or prescribed under any written law will not be refunded. 10.5 OUR RIGHT TO REFUSE REFUND 10.5.1 We may refuse to refund a Ticket which has been presented to us or to government officials of a country as evidence of intention to depart, unless you establish to our satisfaction that you have permission to remain in the country or that you will depart by another Carrier or another means of transport. We may refuse to refund a Ticket in the circumstances described in Article 7.1 of these General Conditions of Carriage. 10.6 CURRENCY OF REFUND All refunds will be subject to the laws, rules, regulations and government orders of the country in which the Ticket was originally purchased and of the country in which we make the refund. Subject to the foregoing provision, refunds will normally be made in the currency in which the Ticket was paid for or in the currency of the country where the refund is made or at the option of the Carrier, in an amount equivalent to the amount due in the currency originally collected and may be made in another currency. 10.7 PERSONS AUTHORISED TO MAKE REFUNDS Voluntary refunds will be made only by the Carrier which originally issued the Ticket or by its Authorised Agent. Version 2.4 (01 March 2022)

11.1 UNACCEPTABLE CONDUCT If, in our reasonable opinion, you conduct yourself on board the aircraft in a manner which could endanger the aircraft or any person or property on board, or obstruct or hinder the crew in the performance of their duties, or fail to comply with any instruction of the crew including but not limited to those with respect to smoking, alcohol, use of cellular telephones or other prohibited electronic equipment, or use any threatening, abusive or insulting words towards the crew or behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers or the crew, we may take measures as we deem necessary to prevent continuation of such conduct including restraint. You may be offloaded and refused onward carriage at any point and may be prosecuted for offences committed on board the aircraft. 11.2 GENERAL INDEMNITY If, as a result of your conduct we decide, in exercise of our reasonable discretion, to divert the aircraft for the purpose of offloading you, then you shall be liable for all costs which we may incur, of any nature whatsoever, resulting from or arising out of the diversion. 11.3 USE OF ELECTRONIC EQUIPMENT For safety reasons, we may forbid or limit operation on board the aircraft of electronic equipment, including but not limited to, E-cigarettes, cellular telephones, laptop computers, portable recorders, portable radios, CD players, electronic games or transmitting devices, including radio-controlled toys, walkie-talkies or other wireless telecommunications equipment. Operation of hearing aids and heart pacemakers is permitted. Use of E-cigarettes, personal vaporizers or any other electronic simulated smoking materials and products on board our aircraft is strictly prohibited at all times. 11.4 NO OUTSIDE FOOD Passengers are not allowed to consume their own food on board. 11.5 NO SMOKING Smoking is strictly prohibited on all our flights. 11.6 NO ALCOHOLIC BEVERAGES ALLOWED Consumption of alcoholic beverages is strictly prohibited on all our flights. Version 2.4 (01 March 2022)

12.1 LIMITATION OF LIABILITY Your journey may be governed under the Carriage by Air Act 1974, the Carriage by Air (Applicable Provisions) Order 1975 and the Convention, which provides for the limits of liability in the event of death, personal injury and in respect of loss or damage to baggage. 12.2 WHERE THE CONVENTION IS NOT APPLICABLE Where your carriage is not subject to the Convention, the following rules shall apply: 12.2.1 We shall not invoke any applicable limit of liability for recoverable compensatory damages arising out of your death, wounding or other bodily injury subject only to proof of loss. 12.2.2 In respect of any claim arising out of death, wounding or other bodily injury, we will not exclude or limit our liability by proving that we and our agents have taken all necessary measures to avoid the damage to the extent of damages up to the sum of 151,890 SDR for international flights. 12.2.3 Except as provided in Articles 12.2.1 and 12.2.2 above, we reserve all defences available under applicable law to any such claim, and we reserve all rights of recourse against any other party and any third party, including without limitation, rights of contribution and indemnity. 12.2.4 Neither the waiver of limits under Article 12.2.1 above nor the waiver of defences under Article 12.2.3 above shall be applicable in respect of claims made by public social insurance or similar bodies, which claims shall be subject to any liability limit and defences under applicable law, and we will compensate you and your dependents for recoverable compensatory damages in excess of payments received from any public insurance or similar body. 12.2 WHETHER OR NOT THE CONVENTION IS APPLICABLE To the extent where there is no conflict with the foregoing and whether or not the Convention applies: 12.3.1 We will not be liable for any damages to you due to negligence on your part, which causes or contributes to the Damage in accordance with applicable law. 12.3.2 We will not be liable for Damage to Checked Baggage or Unchecked Baggage unless such Damage is caused by our negligence and such Baggage was within our control and custody. 12.3.3 Except in the case of an act or omission done with intent to cause Damage or recklessly and with knowledge that Damage would probably result, our liability in the case of Damage to Checked Baggage and Unchecked Baggage shall be limited to amount as provided for in the Fees Schedule. If the weight of the Baggage is not recorded on the Baggage Identification Tag, it is presumed that the total weight of the Checked Baggage does not exceed the applicable free baggage allowance for the class of carriage concerned. If in the case of Checked Baggage a higher value is declared in writing pursuant to an excess valuation facility, our liability shall be limited to such declared value. 12.3.4 We will not be liable for any Damage arising from our compliance with applicable laws, Government rules, regulations or directions, or from your failure to comply with the same. 12.3.5 Except where other specific provision is made in these General Conditions of Carriage, we shall be liable to you only for recoverable compensatory damages for proven losses and costs in accordance with applicable law. 12.3.6 We are not liable for any Damage caused by your Baggage. You shall be responsible for any Damage caused by your Baggage to other persons or property, including to our property. 12.3.7 We shall have no liability whatsoever for Damage to articles or items not permitted to be contained in Checked and Unchecked Baggage, including but not limited to fragile or perishable items, items having a special value, such as money, jewelry, precious metals, computers, photographic equipment, personal electronic devices, negotiable papers, securities, or other valuables documents such as business documents, passports and other identification documents, title deeds or samples. We are not liable for any damage resulting from the inherent defect, quality or vice of the baggage. 12.3.8 We are not responsible for any illness, or disability, including death, attributable to your age, physical and/or mental condition or for the aggravation of such condition even if such condition is contracted aboard the aircraft by being in the close proximity of any person on board suffering from a communicable condition. 12.3.9 We will not in any circumstance be liable for: Any losses or costs not reasonably foreseeable by us at the time the contract of carriage was concluded; Any losses or costs caused otherwise than by our breach of contract or breach of duty to you (except where the Convention or applicable law otherwise requires); Any loss of profits or business losses; Any losses which indirectly flowed from the breach of contract or breach of duty to you (except where the Convention or applicable law otherwise requires); or Any indirect or consequential loss when you are travelling in the course of or for the purpose of business and/or pleasure. 12.3.10 The contract of carriage including these General Conditions of Carriage and exclusions or limits of liability, applies to our authorized agents, servants, employees and representatives to the same extent as they apply to us. The total amount recoverable from us and from such authorized agents, servants, employees and representatives shall not exceed the amount of our own liability if any. 12.3.11 Nothing in these General Conditions of Carriage of the Conditions of Contract shall waive any exclusion or limitation of our liability under the Convention or applicable laws unless otherwise expressly stated by us. Version 3.1 (01 March 2022)

13.1 NOTICE OF CLAIMS 13.1.1 Any action for Damage to Checked Baggage will be barred unless the person entitled to its delivery claims from us immediately after the discovery of the Damage, and, at the latest, within seven (7) Days from the date of receipt. In the case of delay, any action for Damage will be barred unless the claim is made at the latest within twenty-one (21) Days from the date on which the Baggage has been placed at your disposal. 13.1.2 Notwithstanding the foregoing, any complaint in relation to any claim must be submitted to us in writing to our address or by way of electronic mail to the designated electronic mail address, which can be found in our Website, no later than one (1) year from the date of the event giving rise to the claim, made in writing, and submitted to us directly by you together with your contact details. 13.2 LIMITATION OF ACTIONS Any right to damages against us shall be extinguished if an action is not brought against us within two (2) years from the date of arrival at the destination, or the date on which the aircraft ought to have arrived, or the date on which your carriage with us stopped. The method of calculating the period of limitation shall be determined by the law of the court where the proceedings are brought. Version 2.4 (01 March 2022)

14.1 MODIFICATION AND WAIVER None of our agents, employees nor representatives has authority to alter, modify or waive any provisions of these General Conditions of Carriage. Version 2.4 (01 March 2022)

15.1 OTHER CONDITIONS Carriage of yourself and your Baggage is also provided in accordance with certain other regulations and conditions which may be applicable or adopted by us. These General Conditions of Carriage or such other regulations and conditions may be varied at our discretion from time to time and may be imposed either by us or by a regulatory body due to its importance in relation to your carriage and the same may be made available to you at our website or our check-in counters. Version 2.4 (01 March 2022)