Travel Advisory:
  1. All Firefly passengers are required to wear face mask in airports/on board flights.

  2. For passengers flying within Malaysia, no other document required other than IC for Malaysian and passport for foreigners.

  3. For passenger flying from Subang Airport to Seletar airport, please click link: https://safetravel.ica.gov.sg/arriving/general-travel/fully-vaccinated

  4. For passenger flying to Subang Airport from Seletar Airport, please click link: https://www.mysafetravel.gov.my/

Clause 10

Clause 10

REFUNDS

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:

  1. If no portion of the Ticket has been used, an amount equal to the ticket price; or
  2. 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:

  1. 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
  2. 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)

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