|Dear Valued Customer,
It is said that one’s true colours are revealed during the worst storms in life. And in this turbulent season, we would like to thank you for standing by us with patience and understanding as we navigate our way through this storm.
These are unprecedented times, with borders closed and the world coming to a standstill. To be honest, these past weeks have been one of the most challenging moments in the history of Malaysia Airlines as we have had to cancel more than 14,000 flights leaving most of our aircraft on the ground with nowhere to fly to. We are now operating at minimum capacity, leaving just a small fleet undertaking rescue flights to bring people home to their loved ones and for transporting those in essential services.
We believe that as the national carrier and an international airline, we have an obligation to our nation and to the foreign governments who have reached out to us in getting people safely home. Despite the challenges we faced in getting cross border approvals, we endeavoured to ensure that we fulfil this obligation, knowing the hope and faith that students, parents and or globe trotters have placed upon us. Not only to travellers, we have also mounted extra flights to deliver critical medical supplies to hospitals and frontliners as well as essential goods not just within Malaysia, but in different parts of the world.
As you may have been aware, we have put in place certain measures for those whose flights have been affected. For those who have chosen to convert cancelled flights to travel vouchers, we thank you for your support and look forward to serving you once we are all ready to fly again.
In view of the travel restrictions, we understand your concerns and have put in place the Extended Flexibility programme. With Extended Flexibility, you will be able to make unlimited changes to travel dates and even to a new travel destination with the change fee waived. We have extended the travel period to 30 June 2021 to give you more flexibility on your travel arrangements. Do remember to rebook your flight by 31 Dec 2020 so we can make the necessary arrangements to have you on board with us. We greatly appreciate your understanding and flexibility as the situation continually changes.
As all of us prepare to navigate the days ahead, we hope that you are taking care of your physical and emotional well-being, as well as tending to the needs of others. May your true colours shine bright to those around you in the middle of this storm.
From our family to yours, stay safe. And to my fellow Muslims, I wish you a blessed Ramadan as we enter a very unique and certainly testing, fasting month.