Firefly Passport Terms & Conditions

1. Only Firefly member will be able to purchase Firefly Travel Pass
2. Purchase and book your flight using Firefly Passport seven (7) days ahead, subject to seat availability via Firefly Passport website; https://travelpass.fireflyz.com.my.
3. Flight changes for Firefly Passport can be done seven (7) days ahead, subject to seat availability and change fee is applicable. Flight changes can ONLY be made through Firefly Passport website; https://travelpass.fireflyz.com.my.
4. Name change not allowed for Firefly Passport.
5. Change destination not allowed for Firefly Passport.
6. The Firefly Passport is non-transferable and non-refundable.
7. There are no refund of Passenger Fuel Surcharge (YQ) if NO SHOW for Firefly Passport booking and pass will be forfeited after two(2) times.
8. Upgrade to FlyPremier / FlyInfinite not allowed for Firefly Passport.
9. Add-on products can be purchased separately.
10. Passenger name should be entered in full as per official travel documents used and as per in Firefly Passport account.
11. The Firefly Passport is not available for Firefly Holiday and Codeshare bookings.
12. The Firefly Passport is only available to be purchased by Firefly traveller on Firefly’s Passport website; https://travelpass.fireflyz.com.my.
13. Firefly Passport is only valid for base fare and does not include any add-ons, surcharges, taxes, and SST.

Hand & Checked Baggage

1. Reference is made to FY GCC Passenger & Baggage Clause 8, sub-clause 8.9.
2. Pursuant to the above mentioned sub-clause 8.9, passengers who are found to have carried with them hand baggage (unchecked baggage) exceeding the allowed piece, dimension and/or weight, shall be imposed a charge (please refer to the Fees Schedule) and the excess hand baggage will be checked-in prior to boarding of the aircraft. Payment for such charge shall be made in cash.
3. Firefly will make every attempt to transport excess hand baggage checked-in from the gate on the same flight as the passenger. This is however further subject to operational requirements.
4. Firefly will not be liable for any loss due to lost/delayed/pilfered/damaged unchecked baggage claimed or suffered by the passenger.
5. Passengers who are found to have carried with them hand baggage (unchecked baggage) exceeding the allowed piece, dimension and/or weight and who refuse to check-in their excess hand baggage at the boarding gate will be subjected to FY GCC Passenger & Baggage Clause 7, Sub-Clause 7.1(e).

Terms & Conditions for online seat selection

1. Passenger can book preferred seats with travel companions;
2. If passenger chooses not to select a seat, the airline will automatically assign vacant seat/s to the passenger and travel companions at the point of check-in. There is no guarantee that the passenger and travel companions will be seated together and would be given seat preference;
3. A charge will be levied for every seat selection. Please refer to our fee schedulefor further information;
4. Fees are non-refundable;
5. Available at least 2 hours prior to flight departure.
6. Seats are assigned separately for outbound and return flights;
7. Fees are non-transferable to another booking;
8. The airline reserves the right to block off selected seats;
9. Seat requests may not be accommodated at check-in if passengers do not meet the criteria on emergency exit row seats;
10. Some exit row seats cannot be reclined as they would obstruct access to the exit;
11. For safety reasons, passengers travelling with infants are only allowed to occupy certain seats. If there is more than 1 infant seated in a row, passenger may be moved by cabin crew for safety reasons;
12. Passengers with medical conditions are advised to contact Call Centre to arrange for their seat selection and for other special assistance requests;
13. If flight has been cancelled due to circumstances beyond our control or in cases of aircraft change for operational reasons, the airline will make best effort to place the passenger in the same or similar seats on the alternate flight.

Terms & Conditions on Emergency Exit Row Seats

1. Passenger must be at least 18 years old;
2. Passenger must be able to understand and carry out instructions which will be given in English onboard the flight;
3. Passenger must be able to speak in English;
4. Passenger must not be travelling with someone that requires his/ her assistance in an emergency;
5. Passenger must be fit and able-bodied;
6. Passenger must not have any permanent or temporary impairment (e.g. deaf, hearing impaired, blind, vision impaired, any strength or mobility limitation or intellectual impairment);
7. Passenger must be able to check outside conditions and react to crew commands;
8. Passenger must be able to reach, open, lift and throw out the exit door in an emergency;
9. Passenger must acknowledge the exit row briefing given by Cabin Crew once onboard the aircraft;
10. Passenger must be willing to help or assist cabin attendants in the unlikely event of an evacuation/ emergency situation;
11. Passenger must not be seated with an infant;
12. Passenger must not be pregnant;
13. Passenger must not require the use of an extension seat belt;
14. Passenger must not be elderly.

Notice : 
Firefly has the sole discretion, at check-in or boarding, to determine whether a passenger meets the requirements to sit in an Emergency Exit Row Seat. If the passenger does not meet the requirements, they will be assigned a different seat.

Terms & Conditions for In-flight ProductsFF

1. The provision of in-flight products is subject to availability.
2. In-flight products or are non-refundable and non-transferable once purchased.
3. The airline does not accept any bookings or changes to in-flight products within 24 hours from the scheduled flight departure time.
4. The boarding pass is proof of purchase of pre-booked products or meals and must be presented to the cabin crew onboard to redeem the pre-booked products.
5. All prices quoted for pre-booked products are correct at the time of booking. However, the airline reserves the right, without prior notice, to amend/change the prices or substitute any component of the pre-booked products.

T&C FOR MEAL PURCHASE

These terms and conditions (“Terms and Conditions"), as may be amended from time to time, apply to our meal booking service made available online, through any mobile device, by email or by telephone. By accessing, browsing and using our website or any of our applications through whatever platform and/or by completing a booking, you acknowledge that you have read, understood and hereby agree to the Terms and Conditions as set out below.

“Passenger", “you", “your" and “yourself" means any person, booking/purchasing the meal through www.fireflyz.com.my.
“We", “our", “ourselves", and “us" means FlyFirefly Sdn Bhd.
"Meal" means any food and/or non-food agreed in the contract to be supplied by Kampong Kravers (M) Sdn Bhd (“Kampong Kravers") to you.
“Meal Voucher" means Kampong Kravers voucher for purchase of products offered by Kampong Kravers subject to Kampong Kravers’ further terms and conditions that shall be applicable and enforceable from time to time.

1. MEAL BOOKING SERVICE
   1. By placing an order with us through www.fireflyz.com.my (“Meal Booking"), you are entering into a contract with Kampong Kravers on the basis of these Terms and Conditions (the "Contract"). You and Kampong Kravers are bound by the Contract only when Kampong Kravers accepts to process the order and you have been given confirmation on your Meal Booking.
   2. We are ONLY providing to you the meal booking service platform via www.fireflyz.com.my. The Meal is provided and prepared solely by Kampong Kravers and Kampong Kravers shall be solely responsible towards you for the Meal and in all matters pertaining thereto.
   3. Meal may contain nuts, gluten, seafood, eggs or dairy. You are solely responsible to check the recipes and ingredients in relation to your Meal. We shall not be liable for any loss, injury, or damage to you, including but not limited to food poisoning, food allergies, spoilt food.
   4. Meal selections are subject to changes from time to time and are subject to availability of stocks and market conditions.
   5. The quantities of the Meal supplied to you may be limited in quantity. In the event of non-availability of any Meal ordered, a reasonable substitute Meal or Meal Voucher may be offered to you.
   6. The Meal Booking is only available for flights originating from Sultan Abdul Aziz Shah Airport, SubangSkypark Terminal (“Subang Airport") ONLY.
2. PURCHASE OF MEALS, CANCELLATION, REFUND AND CHANGES
   1. Purchase of a Meal will be subject to fees/charges based on the selected Meal that is displayed and purchased during the flight booking process and in Manage My Booking.
   2. Your Meal Booking is confirmed only after you complete your online flight booking and the required payment is made and we issue to you a booking number and flight itinerary. It is your responsibility to collect the Meal within twenty-four (24) hours from your flight departure date and time. If you do not collect within the prescribed period, your Meal will be deemed forfeited and no refund will be entertained.
   3. Once your Meal Booking is confirmed, your booking cannot be cancelled or changed and all payment(s) related to the said Meal Booking is not refundable. Meals may be further added by contacting Firefly Call Centre at +603 78454543 or via Manage My Booking.
   4. No changes or add-ons will be allowed within 48 hours before your flight departure date and time. The changes made to your Meal must be equivalent to the amount purchased for the previous Meal.
3. MEAL REDEMPTION
   1. Your booking number and flight itinerary (in hard copy or any other form acceptable by us) shall be proof of purchase for your Meal and must be presented to Kampong Kravers’s staff to redeem your Meal.
   2. No other form or document presented will be entertained.
4. FLIGHT RESCHEDULE, DELAY OR CANCELLATION
   1. If your flight is rescheduled or re-timed to another day or cancelled, it is your responsibility to either change your Meal in accordance with Clause B(4) above or collect the Meal twenty-four (24) hours from your original date and time of departure. If you do not collect your Meal within the prescribed time, your Meal will be deemed forfeited and no refund will be entertained.
   2. Any enquiries or complaints in relation to your Meal may be directed to at the following details:
      Email: customer_care@fireflyz.com.my
5. FFDISCLAIMER
   1. While reasonable endeavours would be made to ensure that the Meal provided is fit for human consumption, we do not extend any express or implied guarantee as to the quality of food served.
   2. Subject to the limitations as set out in these Terms and Conditions and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by you due to an attributable shortcoming of our obligations in respect to the Meal Booking services, up to an aggregate amount of the aggregate cost of your booking as set out in the confirmation email (whether for one event or series of connected events).
   3. However and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees, agents or others involved in creating, sponsoring, promoting, or otherwise making available the site and its contents shall be liable for (i) any punitive, special, indirect or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim, (ii) any inaccuracy relating to the (descriptive) information (including rates, availability and ratings) of the Meal as made available on our website, (iii) the services rendered or the products offered by the Meal provider or other business partners, (iv) any (direct, indirect, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the use, inability to use or delay of our website, or (v) any (personal) injury, death, property damage, or other (direct, indirect, special, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, whether due to (legal) acts, errors, breaches, (gross) negligence, willful misconduct, omissions, non-performance, misrepresentations, tort or strict liability by or (wholly or partly) attributable to the service provided herein or any of our other business partners (including any of their employees, directors, officers, agents, representatives or affiliated companies) whose products or service are (directly or indirectly) made available, offered or promoted on or through the website, including any (partial) cancellation, overbooking, strike, force majeure or any other event beyond our control.
6. MISCELLANEOUS
   1. To the extent permitted by law, these terms and conditions and the provision of our services shall be governed by and construed in accordance with the laws of Malaysia and any dispute arising out of these Terms and Conditions and our services shall exclusively be submitted to the competent courts in Kuala Lumpur, Malaysia.
   2. If any provision of these Terms and Conditions is or becomes invalid, unenforceable or non-binding, you shall remain bound by all other provisions hereof. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and you will at least agree to accept a similar effect as the invalid, unenforceable or non-binding provision, given the contents and purpose of these Terms and Conditions.

7. In our continuous efforts to improve our Meal Booking services to you, we look forward to your thoughts, questions and feedback. You may please direct your feedback to customer_care@fireflyz.com.my

TERMS AND CONDITIONS FOR THE E-WALLET PROGRAMME

1. DEFINITIONS
   • “Bonus”means the amount of cash Firefly deposits into an FY e-wallet Account in relation to the Deposits made;
   • “Deposits” mean the amount of funds deposited into an FY e-wallet Account by an E-Wallet Member;
   • “FY e-wallet Account” is an account maintained with Firefly under which e-wallet Members have made Deposits;
   • “e-wallet Member” is a person who has registered for the FY e-wallet Programme;
   • “e-wallet Programme” means a programme where e-wallet Members may purchase Firefly flight tickets using Deposits;
   • “Registration Form” means the form prescribed by Firefly which can be found at ewallet.fireflyz.com.my filled by E-Wallet Members upon registration for the FY e-wallet Programme; 
   • “Terms and Conditions” means these Terms and Conditions as may be varied or modified from time to time at Firefly’s sole    discretion. 
   • “Validity Period” means the period during which e-wallet Members may use their Deposits to purchase Firefly flight tickets.
2. FY E-WALLET PARTICIPATION
   1. Membership to the FY e-wallet Programme is free and open to anyone aged 18 years and above in countries and territories where such programmes are legal.
   2. Acceptance of membership to the FY e-wallet Programme will be at the sole discretion of Firefly. Membership shall not be confirmed until the Registration Form online is processed and approved by Firefly. Upon approval, Firefly will send an email confirmation to the email address provided. In the event that membership is not approved for whatever reason, Firefly shall return all Deposits made. Firefly’s decision shall be final and absolute. No discussion, correspondence, enquiry, appeal or challenge shall be entertained.
   3. e-wallet Members must and shall be obligated to ensure accuracy of the information given in the Registration Form and keep Firefly updated in writing of any changes in the particulars furnished. Any false information shall render the membership of the E-Wallet Members to be disqualified.
   4. During registration, Members are required to create a log in identification and a password. The log in identification and password must be treated with full confidential and private. e-wallet Members must not share or disclose the log-in identification and password to any third party. Any breach of this confidential information shall disqualify the membership immediately. Firefly shall not be responsible for any breach of confidential information in anyway whatsoever. In the event that the e-wallet Member suspects that there is a breach of such information, the e-wallet Member shall notify Firefly immediately.
   5. Corporations and/or other legal entities are not allowed to enroll in the FY e-wallet Programme.
   6. Any one (1) person may only maintain one (1) FY e-wallet Account.
   7. The Deposits in an FY e-wallet Account is not transferrable to another FY e-wallet Account or to any third party.
   8. Any taxes imposed by a government or governing body as a result of participating in the FY e-wallet Programme shall be the responsibility of the e-wallet Member.
3. FY E-WALLET DEPOSITS
   1. e-wallet Members may make Deposits into their FY e-wallet Accounts in the following denominations:
      1. Ringgit Malaysia One Thousand (RM1,000.00);
      2. Ringgit Malaysia Three Thousand (RM3,000.00);
      3. Ringgit Malaysia Five Thousand Five Hundred (RM5,500.00); or
      4. Ringgit Malaysia Ten Thousand (RM10,000.00).
   2. e-wallet Members may top-up their FY e-wallet Accounts at any time during the Validity Period at the denominations specified under Clause C.1.
   3. Firefly shall credit the following Bonus into the FY e-wallet Accounts according to the Deposits denominations:
      

      Deposits	Bonus
      RM 1,000.00*	RM 250.00
      RM 3,000.00	RM 750.00
      RM 5,500.00	RM 1,375.00
      RM 10,000.00	RM 2,500.00

      *GOLDEN WALLET category is only applicable for individuals above the age of 50.
   4. Firefly shall also credit Bonus into the respective FY e-wallet Accounts for top-ups made according to the denominations under Clause C.1
   5. The Validity Period of the Deposits and top-up amounts are as follows:
      

      Deposits	Validity Period
      RM 1,000.00	90 days
      RM 3,000.00	90 days
      RM 5,500.00	180 days
      RM 10,000.00	180 days

   6. The Validity Period for the Bonus shall follow the respective Validity Period of Deposits made.
   7. Upon the expiry of the Validity Period, the Deposits and Bonus or any balance thereof will be forfeited. The Validity Period cannot be extended, transferred, purchased, sold or given to another e-wallet Member or third party.
   8. Once Deposits are made, Deposits are not refundable. Deposits or any balance thereof and Bonus which are not used for flight purchase by the end of the Validity Period shall be forfeited and shall not be returned to the e-wallet Members.
   9. Purchase of flight tickets using the Deposits and Bonus can only be made via www.fireflyz.com.my. However, e-wallet Members may send an email to groups@fireflyz.com.my where e-wallet Members intend to make a group booking. Group booking is the purchase of flight tickets for more than nine (9) passengers. Firefly may also allow flight purchase via Firefly`s call centre in the event that the booking engine at www.fireflyz.com.my is made unavailable by Firefly for operational reasons such as repair, maintenance or improvement or because of an emergency.
   10. The detailed process of flight purchase using the Deposits and Bonus can be found in the FAQ section www.fireflyz.com.my/en/contact-us/faq
   11. The e-wallet Member must be a passenger for each flight tickets purchased using the Deposits and Bonus.
   12. Only e-wallet Members may log onto their FY e-wallet Account to purchase flight tickets.
   13. The Deposits and Bonus may be used for payments towards flight tickets, ancillary products, taxes and surcharges on all Firefly-operated flights purchased directly from Firefly.
   14. Where there are insufficient Deposit and Bonus to purchase flight tickets, e-wallet members may pay for the balance using their credit, debit cards or E-Vouchers.
   15. e-wallet members are able to check their account status online by logging onto their account in ewallet.fireflyz.com.my
   16. No refunds shall be given for flight cancellations made by an e-wallet Member using his FY e-wallet Account.
   17. Where Firefly cancels a flight and an e-wallet Member is not agreeable to the re-scheduled time or date provided by Firefly, Firefly shall refund the amount made for the purchase of the affected flight. Such refunded amount shall have a validity period of ninety (90) days from the date it is credited into the FY e-wallet Account.
4. CLOSING AN ACCOUNT
   1. An FY e-wallet Account with an expired Validity Period will be closed.
   2. An e-wallet Member may close their FY e-wallet Account at any time with written notice to Firefly at customer_care@fireflyz.com.my.
   3. An FY e-wallet account once closed, for any reason, will not be reinstated.
   4. In the event of an e-wallet Member's death during the Validity Period, the FY e-wallet Account will be closed. Upon written request and proof of death and relationship, the Deposit or any balance thereof in the deceased FY e-wallet’s Account may be transferred to the next of kin. The Bonus or any balance thereof shall be forfeited.
   5. Firefly reserves the right to close any member’s FY e-wallet Account if the FY e-wallet Account is found to be fraudulent and/or if upon investigation by Firefly it was found to be in connection with any illegal activities.
   6. Firefly reserves the right to audit any FY e-wallet Account at any time for compliance with the Terms and Conditions without prior notice being given.
5. GENERAL CONDITIONS
   1. Flight tickets purchased under the FY w-wallet Programme are subject to Firefly’s General Conditions of Carriage.
   2. Firefly may change the FY e-wallet Programme’s rules or benefits from time to time with or without prior notice.
   3. Firefly reserves the right to terminate the FY e-wallet Programme, or any part thereof, at any time with or without notice. Upon such termination, Firefly shall return to the e-wallet Members the Deposits or any balance thereof. The Bonus or any balance thereof shall be forfeited.
   4. Without prejudice to or limiting any of its rights, Firefly may with or without notice and for any reasons withdraw, suspend, cancel and/or terminate any FY e-wallet Account and/or any of the benefits and services thereby offered including but not limited to the forfeiture of all Deposits, upon the occurrence of any or more of the following events:-
      1. engagement in any fraudulent, illegal or unlawful purpose under the FY e-wallet Programme;
      2. misuse or abuse of the FY e-wallet Programme;
      3. misrepresentation at any time of any information in any manner whatsoever;
      4. failure to follow any policies and procedures set by Firefly;
      5. failure to comply with any of the Terms and Conditions; or
      6. failure to comply with Firefly’ General Conditions of Carriage and any other applicable rules, regulations and any applicable laws.

      7. failure to comply with Firefly’ General Conditions of Carriage and any other applicable rules, regulations and any applicable laws.

         The e-wallet member may also be held liable for all damages and litigation costs. Notwithstanding the listing above which are non-exhaustive, Firefly shall be under no obligation to disclose or assign any reasons for the withdrawal, suspension, cancel and termination. Firefly shall retain the Deposit or any balance thereof in accordance with applicable legislation, regulation and/or guidelines. The e-wallet Member shall not be entitled to claim any form of compensation for any loss arising therefrom.

   5. e-wallet Members must report any suspected unauthorised activity from their FY e-wallet Account immediately. Failure to do so may result in the e-wallet Member being held liable for the activity in question.
   6. Firefly shall not be liable for, or indemnify any e-wallet Member against any claims, losses, liabilities, proceedings, demands, costs and expenses (including but not limited to legal fees) which may result or which Firefly may sustain in connection with or arising from the use of theFY e-wallet Programme due to the e-wallet Member’s negligence.
   7. Firefly shall not be liable to e-wallet Members or any third party authorized by or claiming through the e-wallet Member for any loss or damage, whether direct, indirect, special or consequential, or for loss of business, revenue or profits or of any nature suffered by e-wallet Members arising from or occasioned by:
      1. the use or inability to use the e-wallet Programme or any part thereof;
      2. any malfunction of the e-wallet Programme for whatever reasons;
      3. any act, omission, error, default or delay by Firefly, its officers, employees and agents in relation to the FY e-wallet Programme;
      4. any suspension or restriction imposed by Firefly on the FY e-wallet Programme; or
      5. any act or omission beyond the reasonable control of Firefly.
   8. All notices and/or other communications to be given by Firefly to e-wallet Members may either be by:
      1. published in Firefly’s website; or
      2. ordinary mail to the e-wallet Member’s address provided in the registration form.
   9. All notices and/or other communication to be given by e-wallet Members to Firefly must be communicated to the following address: Email Address: customer_care@fireflyz.com.my Office Address: Lot R-01, 3rd Floor, Citta Mall, 1 Jalan PJU 1A/48 Ara Damansara, 47301 Petaling Jaya Selangor Darul Ehsan, Malaysia Fax No: +603 7846 6461
   10. If any provisions of the Terms and Conditions become invalid, illegal or unenforceable, such provision shall be ineffective to the extent of such invalidity, illegality or unenforceability and will not affect the other provisions.
   11. Failure by Firefly to enforce any provision of the Terms and Conditions shall not be construed as a waiver of its right to enforce the breach of such provision or any other provision in the Terms and Conditions or as a waiver of any continuing, succeeding or subsequent breach of any provision of the Terms and Conditions.
   12. In participating in the FY e-wallet Programme, the e-wallet member agrees to abide by the Terms and Conditions in its entirety.
   13. Firefly reserves the right at its sole discretion to vary or amend any of the Terms and Conditions herein at any time, without any prior notice.
   14. The Terms and Conditions shall be governed by and construed in accordance with the laws of Malaysia and the e-wallets Members hereby agree to submit to the exclusive jurisdiction of the Malaysian courts.

Firefly Holiday

1. Your booking is confirmed after full payment of the package price is received by us and a booking reference number and your ticket(s) are issued as stated in booking confirmation email sent by us.
2. All packages are FINAL and CANNOT BE CANCELLED, REFUNDED, CHANGED, EXCHANGED OR TRANSFERRED to other individuals.
3. Taxes and surcharges are generally included in the ticket price. There may be exceptions where tax must be paid locally upon check-in as required by local regulators and authorities.
4. If your trip involves any international destinations, it is your responsibility to ensure that you have the relevant visa or transit visa and travel with a passport with validity of at least 6 months, and that you comply with all immigration requirements.
5. Flight times may change at the discretion of the airline. It is important to reconfirm your flight departure times and terminal with the airline at least 24 hours before departure.
6. Fees may be charged by airlines for services such as golf sets, preferred seat selection, baggage handling, excess baggage or wheelchair services. Please note that fees are determined and charged by the airline and may vary anytime.
7. All passengers are subjected to the applicable flight fare rules and restrictions in accordance to the flight tickets purchased and flight times shown as local times.
8. In the event you fail to show up for your flight or fail to check-in the hotel booked in the package, the booking will lapse and not be substitutable for other hotels, or refunded, nor any credit given for any unused portion of the package and cannot be used for future purchases.
9. All packages confirmed are subject to Firefly Holiday Terms and Condition, airline General Conditions of Carriage and also the respective hotel policies and Terms and Conditions.
10. Packages purchased do not include any transfer to/ from the arrival airport to the hotel, ferry connection or any connection (unless otherwise specified in the package details) and Firefly Holiday is not responsible for such onward transfer, or any consequential disruption or expenses or losses howsoever caused.
11. At time of booking, all special requests including but not limited to non-smoking rooms / adjoining / interconnecting / disabled room will be made known to the hotel. These are subject to availability and at the discretion of the hotel.
12. The airlines and hotels may refuse carriage or acceptance of you, your guests or your baggage if, in the exercise of our reasonable discretion, we determine either that the payment of your package is fraudulent or the booking of your package has been done fraudulently, unlawfully or has been purchased from a person not authorised by Firefly Holiday.

THE LOUNGE ONLINE BOOKING SERVICE

BY MAKING A BOOKING FOR THE ENTRY AND USE OF THE LOUNGE FACILITIES, YOU AGREE TO BE BOUND BY THE FOLLOWING TERMS AND CONDITIONS. PLEASE READ THEM CAREFULLY BEFORE YOU PROCEED WITH YOUR BOOKING.

1. GENERAL
   1. These terms and conditions ("Terms and Conditions"), as may be amended from time to time, apply to all bookings made available online via Firefly Website for the entry and use of the The Lounge, which is located in Subang Skypark Terminal, Sultan Abdul Aziz Shah Airport (referred as the "Lounge"), by Firefly passengers. By accessing, browsing and using our website or any of our applications through whatever platform and/or by completing a booking, you acknowledge and agree to have read, understood and agreed to these Terms and Conditions set out below.
   2. The booking confirmation issued by us confirming your booking ("Booking Confirmation") shall constitute a legally binding contract between you and Nasim Sdn Bhd and shall be further supplemented by the Lounge’s terms of use that apply.
   3. In these Terms and Conditions,
      
       "Passenger", "you", "your" and "yourself" means any person booking the Lounge Service through Firefly Website;
      
       "Firefly", "We", "our", "ourselves", and "us" means FlyFirefly Sdn Bhd (346606-K);
      
       "The Lounge" means SKYPARK FBO MALAYSIA SDN BHD (Company No. 819380-P);
      
       "Lounge" means the The Lounge operated and managed by Nasim Sdn Bhd located at Subang Skypark, Sultan Abdul Aziz Shah Airport;
      
       "Lounge Service" means any non-chargeable facilities and services provided by The Lounge to you;
      
       "Website" means the website and webpage owned, operated and managed by FlyFirefly Sdn Bhd known as https://www.fireflyz.com.my.

2. ONLINE BOOKING
   1. Bookings may be made only online via Firefly Website.
   2. Full payment must be made at the time of booking. We accept payment by Visa or Mastercard credit/debit cards or FPX payment. The available payment options are displayed during the booking process on Firefly Website. A payment processing fee may apply.
   3. Once your booking has been successfully completed, a Booking Confirmation will be issued and sent to the email address provided by you. You MUST produce your boarding pass, travel itinerary or Booking Confirmation upon entering the Lounge, together with your original valid photo identification document (national registration identity card, passport, driver's licence or other identification card or document as The Lounge may require). If you do not receive your Booking Confirmation within twenty-four (24) hours from the time of booking, please contact Firefly Call Centre at +603 7845 4543.
   4. During the booking process, you will be advised to ensure the accuracy of your booking details (full names, Malaysian I/C or foreign passport details, booking reference numbers, flight details, etc). We will not be responsible or liable for errors in booking details.
   5. Bookings are subject to occupancy capacity of the Lounge and The Lounge reserves the right to refuse entry due to full load capacity as further detailed below.
   6. Booking is only available for flights departing from or arriving at Sultan Abdul Aziz Shah Airport, Subang Skypark Terminal (“Subang Airport") ONLY. The Lounge is only available for use only at Subang Airport.

3. BOOKING FEE/CHARGE
   1. Bookings are subject to such fees/charges based on the displayed rate during the flight booking process and in Manage My Booking.
   2. Booking fees/charges may include service tax, service charge, Goods & Services Tax (GST), where applicable, and/or other similar charges or tax subject to the requirements of the applicable law.
   3. Once your booking is confirmed it cannot be cancelled and is non-refundable. Any refunds shall be made subject to these Terms and Conditions.
   4. No changes to the Lounge booking are allowed. However, should you change your flight time and flight date, the booking of your The Lounge will follow suit.
   5. If you wish to make a Lounge booking at a later stage after you have confirmed your flight booking, you may do so by contacting Firefly Call Centre at +603 7845 4543 or via Manage My Booking.

4. RESTRICTIONS
   1. The Lounge is subject to maximum capacity limitations. You agree that entry to the Lounge shall be permitted on a “first come, first served" basis and that once the space allocated for admittance reaches full capacity, The Lounge shall have the right to refuse your entry. In such case, you may either return at a different time or request for a refund pursuant to Clause F.1 below (Please refer FAQ for further details).
   2. The following restrictions apply to the use of the Lounge:

• No pets or any other animals shall be allowed
• No smoking allowed
• No outside food and drinks shall be allowed
• No alcohol allowed

3. The Lounge may remove and/or confiscate any of the above items found in the Lounge immediately without notice to you and to charge you for any costs incurred for taking such action or for any loss or damage caused to The Lounge, the Lounge staff and premises or to any other guests or third party as a result of your failure to comply with this policy.
4. The Lounge further reserves the right to ask you to leave the Lounge and immediately if they, in their sole opinion, deems that you have used the Lounge in an irresponsible manner or in a manner that will compromise the safety of, or cause damage and/or harm to the Lounge premises, the other guests, our staff or any other persons or the reputation of The Lounge, without any compensation and/or any reimbursement to you.

5. OPERATING HOURS
   1. The Lounge will be available for use by the guests from [6.00am until 9.30pm]. However, you may only enter and use the Lounge within [one and half hour] prior to your scheduled flight departure at Subang Airport. (Please refer FAQ for further details)
   2. In the event of no-show, no refunds or postponement will be entertained.

6. DAMAGE
   1. You are liable for any damage howsoever caused to the Lounge or to the premises caused by you during the use of the Lounge. We reserve the right to claim compensation or make good the loss, damage, costs or expenses incurred or suffered by us as a result of the aforesaid. Regardless, we further reserve the right to commence legal proceedings against you without notice.

7. RIGHT TO REFUSE ENTRY
   1. The Lounge reserves the right to refuse your entry in the event the Lounge reaches its full capacity for admittance. In such event, you may either return at a different time or you may request for a refund of the booking fee/charge paid pursuant to Clause B.1 above by emailing us at customer_care@fireflyz.com.my.
   2. The Lounge reserves the right to refuse your entry or any person(s) without any notice and terminate any booking without being liable for any refund or compensation for the following reasons:

• the booking has been paid through fraudulent means
• the booking has been altered by anyone other than us or our authorised agent or has been tampered with or the Booking Confirmation has been defaced (in which case The Lounge reserves the right to retain such booking documentation)
• the person checking in is not or cannot prove that he/she is the person named in the Booking Confirmation
• as permitted under the provisions of these Terms and Conditions

8. LIMITATION OF LIABILITY
   1. The Lounge is responsible for providing the Lounge facilities and services stated in the Booking Confirmation(s) in accordance with these Terms and Conditions. We do not accept any liability for failure to provide the services contracted or any of them due to circumstances beyond our control.
   2. Subject to the limitations set out in these Terms and Conditions and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by you due to an attributable shortcoming of our obligations in respect to the online booking services, up to an aggregate amount of the aggregate cost of your booking as set out in the confirmation email (whether for one event or series of connected events).
   3. To the extent permitted by law, we shall not be liable for any event arising out of any occurrences beyond our control including but not limited to acts of terrorism, acts of God, flood, war, strikes, riot, theft, delay, cancellation, civil disaster, government regulations or changes in itinerary or schedule (collectively, “Force Majeure").
   4. Without affecting any statutory consumer rights or other laws that cannot be lawfully excluded or limited, we shall not be liable for loss of any kind whatsoever arising out of, caused by, attributable to or resulting from your booking, use of the Firefly Website or use of the Lounge even if caused or contributed to by The Lounge’s negligence, wrongful act / omission or breach of these Terms and Conditions or breach of duty or otherwise.
   5. All activities have inherent risks to health and safety and we shall not be responsible for any eventualities related to any activities or services booked through the Firefly Website or during use of the Lounge.
   6. We shall not be responsible for any loss or damage of property left in the Lounge premises. You are advised to obtain insurance to cover curtailment, and loss of luggage, personal effects, damages, personal injury and money/valuable belongings.

9. PRIVACY & DATA PROTECTION
   1. We will retain all personal information you provide during booking. By making a booking with us or using the Firefly Website, you consent to our use and/or disclosure of your personal details to our affiliates, assignees, proposed assignees, agents, commercial partners, service providers and/or any other parties engaged by us to enable or assist us in the provision of services or to exercise or enforce our rights hereunder and/or any other party as we may, in our sole and absolute discretion, deem necessary for the following purposes:

• to process your booking and for other administrative purposes
• to provide you customer support and services
• to send you information on products and services, and special or promotional offers, newsletters or customer survey forms and questionnaires. You may unsubscribe from these at any time by clicking on the "unsubscribe link" on the relevant email communications.

2. We may also be legally obliged to disclose, and you irrevocably consent to our disclosing, your personal information to government and enforcement agencies, regulatory bodies and public authorities or as may be required by law. This may involve sending your personal information between different countries.
3. We will use our best endeavours to use your personal information in the manner stated herein and will not otherwise disclose your personal information without your prior written consent.
4. Please refer to our Privacy Policy at https://www.fireflyz.com.my/about-us/privacy-policy/ for full data privacy and data protection terms, which forms part of these Terms and Conditions.

10. COPYRIGHT & TRADE MARKS

1. The Firefly Website including the booking and other applications, text, graphics, designs, audio and video clips, information and all other content thereon are the property of Firefly and/or The Lounge.
2. You may use the Firefly Website and its content solely for personal, non-commercial and private use subject always to applicable copyright laws.
3. All trademarks, trade names, service marks and all other marks, whether registered or unregistered, on the Firefly Website are owned by or licensed to Firefly and their respective owners and may not be used, reproduced or modified without our prior written approval.

11. DISCLAIMER
    1. The Firefly Website, the online booking services provided and all content thereon are supplied "as is" and "as available". We provide no guarantee regarding the website and its content. You are solely responsible for your own use thereof.
    2. While we will make every effort to ensure that the information on Firefly Website is accurate and published in good faith. Without affecting any statutory consumer rights that cannot be lawfully excluded or limited, we do not warrant or represent the accuracy of the information displayed and disclaims to the maximum extent permitted by law all warranties expressed or implied by statute, custom or usage.
    3. We shall not be liable for any direct, indirect, consequential, punitive losses or damage (including without limitation loss of revenue, loss of goodwill, loss of reputation and loss of, or damage to data), arising out of the use of Firefly Website or the use thereof or the online booking services purchased from the Firefly Website, or any errors, inaccuracies or omissions in the services or content provided howsoever caused.

12. MISCELLANEOUS
    1. To the extent permitted by law, these terms and conditions and the provision of our services shall be governed by and construed in accordance with the laws of Malaysia and any dispute arising out of these Terms and Conditions and our services shall exclusively be submitted to the competent courts in Kuala Lumpur, Malaysia.
    2. We reserve the right to cancel, amend or vary the arrangements and content featured on the Firefly Website and/or change, amend, vary or add to these Terms and Conditions at any time without prior notice. You will be notified of any changes to these Terms and Conditions as made available on the Firefly Website. Please check the Firefly Website regularly for updates to these Terms and Conditions.
    3. If any provision of these Terms and Conditions is or becomes invalid, unenforceable or non-binding, you shall remain bound by all other provisions hereof. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and you will at least agree to accept a similar effect as the invalid, unenforceable or non-binding provision, given the contents and purpose of these Terms and Conditions.
    4. Any enquiries or complaints in relation to your bookings may be directed to us at the following details:
        Email: customer_care@fireflyz.com.my

Terms and Conditions Firefly Air Cargo

The followings are the terms and conditions entered between you, as the Sender and Firefly Air Cargo. By using Firefly Air Cargo service, the Sender is agreeing that the Terms and Conditions shall apply from the time that Firefly Air Cargo accepts the Item and the Sender shall be deemed to have accepted the terms and conditions herein, with or without signing the Sender Declaration on Consignment Form. "Items" means all documents or parcels which may be carried by any means that Firefly Air Cargo chooses.

• Posting of Original and/or Official documents
• Posting of Dangerous Goods and Prohibited Items
• Exception of posting prohibited items
• Sender's obligation
• Declaration of the content
• Insurance
• Airport to airport
• Item acceptance

  • Firefly Air Cargo undertakes to transport, subject to the availability of suitable equipment and capacity, all shipments, unless otherwise excluded by Firefly Air Cargo regulations and provided:

  • 
    
    1. The transportation, or the exportation or importation thereof is not prohibited by the laws or regulations of any country to be flown from, to or over;
    2. Items are packed, labeled and described in a manner ready for carriage as required by the issuing Carrier and any subsequent Carrier;
    3. Items are accompanied by the requisite shipping documents;
    4. Items are not likely to endanger aircraft, persons or property, or cause annoyance to passengers;
    5. To the extent permitted by law the Carrier reserves the right without assuming any liability to refuse carriage of cargo when circumstances so require.

  • If, in our absolute discretion, the item exceed allowance is accepted for Firefly Air Cargo, the Sender shall pay an excessive charge 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).

• Price
• Payment
• Collection and Unclaimed Item
• Cancelation
• Delayed Delivery
• Circumstances beyond Firefly Air Cargo control

  • Firefly Air Cargo shall not be liable for any loss for lost, damage, failure or delayed delivery caused by matters or circumstances outside and/or beyond the control and/or power of Firefly Air Cargo. These include but not limited to:

  • 
    
    1. Act of God, natural disaster such as earthquake, hurricane, flood and others
    2. War, embargo, aeroplane accident
    3. Fire or robbery
    4. Electrical or magnetic damage to, or erasure of, electronic or photographic images, data or recordings; any defect or characteristic related to the nature of the item, even if known to Firefly Air Cargo
    5. Local, regional and/or global epidemic and/or pandemic that is affecting the country/ destination for Firefly Air Cargo and resulted in air travel restriction and/or changes in flight schedule, and;
    6. Items that are seized or detained by the Customs department or any other relevant authority of the country of origin and/or country of destination.

  • The Sender is solely responsible for any tax, duty, fines or penalties that imposed by the Customs Department or any other relevant authority of the country of origin and / or country of destination.

• Consequential damage
• Complaint and/or Claim for Damaged and/or Partially Lost of Contents
• Severance
• Variation of Terms and Conditions
• Contact us

POSTING OF HUMAN ORGANS, EMBRYOS, TISSUE AND BLOOD

Firefly accepts on-board any human organs, embryos, tissues and blood intended for use in transplant or transfusion from National Transplant Resource Center (NTRC).

Teams that will require mobilisation:

1. National Transplant Resource Center (NTRC) clinical coordinators and
2. Procurement team from
   • Hospital Kuala Lumpur (HKL)- the urology team,
   • Hospital Selayang (HS)- the hepatobiliary surgery and urology teams,
   • Institut Jantung Negara (IJN) and
   • Institut Perubatan Respiratori (IPR). 20.1.1 Condition of Acceptance
3. Human organs, embryos, tissues and blood must not come under any category of DGR classification.
4. Firefly only accept human organs, embryos, tissues and blood for transplant / transfusion. Samples for experiment or study are not allowed.
5. Doctor’s letter required from Government / Private Hospital stating that the human organs, embryos, tissues and blood are free from pathogens and do not contain any DGR as defined by the IATA DGR manual.
6. Packaging must confirm to the IATA DGR Manual. Refer item 3.6.2.2.3.8(b).
7. Full fare applies. Extra seat is required. Government warrant are not accepted.
8. Human organs, embryos, tissues and blood only can be carried as hand carry – located on the seat next to a person who carries the item. Check-in, overhead compartment storage and placing on floor is forbidden. FY Standard hand carry size / weight limit applies.
9. NTRC clinical coordinators are to alert Malaysian Airport Berhad (MAB) authorities via telephone and formal letter informing clinical coordinators and procurement teams’ passage through the departure airport carrying items pertaining to human organ and tissue procurement.
10. Procurement team members are responsible for handling own luggage including procurement surgical instruments, organ preservation fluids and organ carrier boxes.
11. NTRC clinical coordinators are responsible for handling tissue carrier boxes, tissue preservation fluids, tissue replacements (e.g saw bones) and therapeutic drugs for the maintenance of donor.
12. NTRC clinical coordinators and procurement teams must ensure that the carrier boxes to be carried into the passenger cabin are of the following dimensions:
    • Width x length x height = 22 cm x 33 cm x 33 cm (maximum)
    • The organ or tissue carrier boxes are to be sealed securely to avoid spillage of contents and labelled discreetly to avoid public attention.
    • The organ or tissue carrier boxes in the passenger cabins must be declared and described of its contents to the steward in charge. The letter of declaration to MAB authorities must also be shown to him/her.
    • All carried boxes or luggage shall be secured with plastic wrap or safety belt.

ITEMS UNACCEPTABLE AS BAGGAGE OR TO BE CARRIED INSIDE BAGGAGE

Examples of smart luggage (devices or equipment) include features such as:

FY FARE BASED ACCRUAL

TERMS AND CONDITIONS

1. How do I join Enrich? Is there an annual fee for Enrich?
   Membership is free and open to individuals above the age of two years old. You may visit https://www.enrich.malaysiaairlines.com/EnrichWebsite/signup to enrol as a member.
2. 
   
3. What are my benefits as an Enrich member?
   Enrich members can earn and redeem Enrich Points earned for air tickets, Enrich Hotel and non-air partner merchandise. This includes flights with Firefly and its codeshare.
   With continuous travel on eligible flights, an Enrich Member may climb up the tier status ladder.
4. 
   
5. How do I earn Enrich Points?
   Effective 1 July 2022, Enrich members will earn Enrich Points for completed eligible Flight journey on Firefly and codeshare flights only on Plus, Extra and Flex.
6. 
   
7. How do I collect Enrich Points for Firefly and Firefly code share flights?
   Enrich Points will be awarded for bookings made directly with Firefly upon completion of the travel. All you need to do is key-in the 9 digit Enrich card number at time of booking or present your Enrich card or Enrich membership number when checking-in for your flight
   Note: Enrich Points accrual is not applicable for Group, FY Holiday & Charter bookings.
8. 
   
9. If I forget to update my membership number upon purchase, can I still earn Enrich Points?
   Yes, please update the Enrich membership number by using "Manage Booking" available on Firefly website or during check-in prior to your flight departure.
10. 
    
11. Can I earn Enrich Points for flights taken before I enrolled?
    Flights taken before enrolment (backdate) do not earn Enrich Points. Members will only earn Enrich Points for flights flown after enrolment as an Enrich member.
12. 
    
13. What should I do if Enrich Miles are not credited to my account?
    First, log in to the Enrich site https://www.enrich.malaysiaairlines.com/EnrichWebsite/index then fill in the relevant form under "Claim Missing Points" with supporting documents. Alternatively, you may submit the claim via your Enrich account online or you may call the Malaysia Airlines Contact Centre at 1 300 88 3000 (within Malaysia) and +603 7843 3000 (outside Malaysia). Be sure to retain your original travel documents (i.e. boarding pass and ticket stubs) as you will need this in order to complete the Missing Enrich Points Claim Form.

Firefly Redemption

The Enrich Points required to redeem an award ticket on Firefly flights is as per the Firefly Redemption Table provided below.

1. Redemption on Firefly must be booked and ticketed at least 48 hours before flight departure via the Online Enrich Redemption portal, https://enrich.fireflyz.com.my
2. Codeshare flights are not eligible for redemption of Award Tickets.
3. Redemption on Firefly does not apply for connecting flights, e.g. Penang – Subang - Singapore return. Flight tickets for each connecting flight must be redeemed separately. Only point-to-point redemptions are allowed (eg. Penang – Subang – Penang OR Subang – Singapore - Subang).
4. Stopover and open jaw are not permitted when redeeming an Award ticket on Firefly.
5. The Points required for a mixed class travel for an Award ticket on Firefly is priced according to the actual cabin classes taken. Members to contact Firefly Call Centre for the exact Points required.
6. Origin or turnaround point may not be used as an intermediate point in a one way or return trip journey.
7. Backtracking is not permitted except as required by route restrictions. Backtracking occurs when a journey does not continue in the same direction where it began. An itinerary continuing a backtracking sector not required by route restrictions may require separate tickets.
8. An Award ticket redeemed on Firefly is valid for six (6) months from the first outbound travel date.
9. Extension of validity is strictly not allowed.
10. Change fee of USD20 or local equivalent will apply as below:
    1. Change of date (fully/partly unutilized).
    2. Rerouting for fully unutilized ticket is allowed. Enrich Member must have sufficient Enrich Points in the Enrich account to top up any additional Enrich Points required for the new routing.
11. No rerouting is allowed for partly utilized ticket.
12. Points will not be refunded for seat downgrade or any flight cancellations for Award Travel issued on Firefly.  Member are to contact Firefly directly for re-booking.
13. Travel Award tickets once issued on Firefly cannot be changed to another oneworld or Enrich Airline partner flight.
14. A ticket redeemed on Firefly is non-endorsable (i.e. not to be endorsed to another airline), non-reroutable, non-transferable and non-refundable. Firefly shall be entitled to cancel or invalidate any Redeemed Ticket if found to be in breach of any of these Terms and Conditions, Enrich Terms and Conditions or any other applicable rules and regulations of Firefly.
15. Points redeemed and taxes paid for an Award Travel is NOT refundable to the original account or used in exchange for a different Award Travel. This applies regardless of whether the refund request is made before the Award Travel has been issued or whether the Award Travel is completely unused or partly used.
16. Award Travel issued on Firefly shall be subject to Firefly's Conditions of Carriage, copies of which may be obtained directly from Firefly.
17. The utilization of Enrich Points and the redemption of tickets, are further subject to other standard reservations and ticketing rules and regulations including but not limited to, General Conditions of Carriage, Firefly rules and regulations, and Enrich Terms and Conditions. In the event of any discrepancy between these Terms and Conditions with other terms and conditions, the General Conditions of Carriage, Firefly rules and regulations, and Enrich Terms and Conditions shall prevail to the extent of such inconsistency.
18. Enrich and Malaysia Airlines reserve the right to make changes to the changes to the terms and conditions associated with an Airline Partner Award on Firefly from time to time, including the Points requirement published in the Firefly Redemption Table.