KUALA LUMPUR, April 18 — Malaysia Airlines is offering affected customers a one-time change to their travel itinerary free of charge or opt for a full refund irrespective of their fare family due to Indonesia’s Mount Ruang volcanic eruption.
In a statement today, Malaysia Aviation Group (MAG) said affected customers who wish to change their flights or cancel their travel may do so via ‘My Booking’ on its website.
“Alternatively, customers may also reach out to our Live Chat support available on the website or call our Global Contact Centre,” it said.
At the same time, it said passengers are urged to update their contact details via My Booking on Malaysia Airlines’ website to receive timely updates from time-to-time via email and SMS.
Earlier today, Malaysia Airlines cancelled 19 flights between Kuala Lumpur International Airport (KLIA) and destinations in Sabah and Sarawak following Mount Ruang’s volcanic eruption.
The national carrier said 11 of the cancelled flights were to and from Sabah and eight flights involved Sarawak.
“This has led to unavoidable disruptions in our flight schedules, impacting travel plans for many of our valued customers.
“While we understand the inconvenience this has caused, the safety of our passengers and crew remains our utmost priority,” it said.
Low-cost carrier AirAsia has reinstated several flights scheduled to and from East Malaysia today.
AirAsia, in a statement, said the 19 reinstated flights, among others, involve the Bintulu, Kuching, Sibu, Johor Bahru and Kota Bharu routes.
The statement added that AirAsia has notified all affected passengers and those who are travelling to and from the affected destinations are encouraged to check their registered email and mobile phones for cancellation notifications.
Earlier, AirAsia group chief executive officer Bo Lingam said affected AirAsia passengers can move their flights by making a one-time change to any new travel date within 30 days from the original departure date on the same route without additional cost, subject to seat availability.
They can also retain the value of the flight booking in the guest’s Airasia Rewards member account for future travel with AirAsia, to be redeemed within 730 calendar days (2 years) from the issuance date.
“AirAsia is continuing to monitor Mount Ruang volcanic activity and will provide more information on the latest developments,” he said.
Meanwhile, Malaysian Meteorological Department said the ash cloud generated by the eruption of Mount Ruang does not affect the surface air quality in Sabah and Sarawak based on the Air Pollutant Index (API)
Its director-general Muhammad Helmi Abdullah said, however, the ash cloud generated by the eruption of the 725-metre high volcano at 9.45am on Tuesday affected flight operations in the two states.
“The eruption height recorded is up to 55,000 feet, and the ash cloud formed can pose a risk to aircraft safety. METMalaysia will continue to monitor the effects of the eruption of Mount Ruang on the country,” he said in a statement.
He said Indonesia has raised the volcanic eruption warning to Level 4 and expects the volcano to remain active and may erupt from time to time.
“The public is advised to always be aware of information issued by METMalaysia through its official website, myCuaca application, and social media,” he said.
— Bernama
