Malaysia Airlines

YorkshireSorsha

Hello. I booked a flight / Hotel bundle via Expedia in February for travel to Kuala Lumpur from London in December. At end of August Malaysian government extended ban on tourists entering country until at least 31st December. Malaysia Airlines cancelled the return leg of my flight and offered an alternative which was unsuitable. When I heard we could not enter Malaysia I tried to cancel but Expedia will not refund as the flights and hotels were booked as non refundable. I managed to get cancellation of the hotels by contacting the hotels myself. Expedia contacted Malaysia Airlines and they refused to refund. I contacted them directly and they said the outbound is going ahead so not covered by EC regulation and inbound was cancelled but not covered by EC regulation as departing from Malaysia. As I booked the flight as a return and part of it was cancelled by the airline, in my head that's like saying we won't refund you for a broken teapot as one half of it is fine. Does anybody know how it works in this case? I've been offered travel vouchers to book before June 2021 and travel before December 21 but my partner and I are unable to travel long haul next year. I've also been down the charge back route on my credit card and they rejected as merchant was not breaching t&cs. I contacted my travel insurance (I have annual insurance and as booked in February should be covered but I am forced to wait until 31 days before flight departure). The uncertainty is causing me a lot of anxiety so would just like to get it sorted and any advice would be welcome. Thanks

Caz3121

have a read of 10.2 and 11.3 of the Malaysian Airlines conditions of carriage
https://www.malaysiaairlines.com/content/dam/mas/pdf/2020-General Conditions-of-Carriage - Malaysia-Airlines.pdf
what was the original flight and the alternative offered?

Alan_Bowen

Malaysian are reported to have not refunded anyone so far, irrespective of the reason. You should complain to the CAA whose job it is to investigate and persuade airlines to comply. Your problem is that your date of travel has not yet arrived so I suspect no one will intervene at this stage. The email for the CAA is passengercomplaints@caa.co.uk