MAG Privacy Policy

1. personal information that links back to an individual;
2. contact information;
3. payment information;
4. travel information;
5. health information;
6. technical information;
7. IP address and GPS location service of mobile device accessing to our website or/and mobile application; and
8. statistical data.

We may use your Personal Data for the following purposes:

1. to enable us to provide our services and perform our obligations to you;
2. to facilitate your travel (e.g., making a booking) and freight arrangements;
3. to verify identity of passengers and perform luggage check-ins;
4. to provide flight alert messages;
5. to facilitate internet check-in;
6. to process any commercial transaction (e.g. In-flight sales);
7. to maintain your Enrich loyalty account, facilitate your participation in Enrich loyalty programme or third parties’ loyalty programmes which have partnership with us;
8. to enable experience using your Enrich loyalty account or any other loyalty programme under Malaysia Aviation Group;
9. to protect the safety and well-being of yourself and/or other customers;
10. to investigate and respond to claims and inquiries from you;
11. to remind you to complete your booking and/or offer our assistance (in case, for instance, failure to complete due to technical difficulties);
12. to provide in-flight catering and other services that best meet your preferences and needs;
13. for financial purposes such as credit or other payment card verification, accounting, billing and audit; and / or
14. for business development purposes such as statistical, research and marketing analysis, systems testing, maintenance and development, quality assurance, customer surveys, customer relations to advise on alterations to flights or to help us in any future dealings with you, for example by identifying your requirements and preference;
15. to customise the content in our website or mobile application according to your needs, preferences and personality;
16. to share your Personal Data with our selected partners or/and our group of companies within Malaysia Aviation Group to enable us and/or our partners to personalise the services or products offered to you;
17. to comply with any legal or regulatory requirements;
18. to communicate and facilitate promotions, offers, product, services and information on products and activities, offers to upgrade or other notifications in relation to your booking;
19. to allow you to participate in our programmes or features via our website or/and mobile application when you opt to do so; and/or
20. to operate our competitions, promotions, programmes and events via our newsletters and other communications offered by Malaysia Airlines, any group of companies under Malaysia Aviation Group or our selected business partners.

Some of the Personal Data processing above may be an optional service. You may choose not to receive these emails at any time by following the unsubscribe link at the bottom of each such email or email to [email protected] to request for removal of subscription notification. Kindly note we may not be able to optimise your user experience when using our products or services by doing so.

We may use your Personal Data for the following purposes:

1. to enable us to provide our services and perform our obligations to you;
2. to facilitate your travel (e.g., making a booking) and freight arrangements;
3. to verify identity of passengers and perform luggage check-ins;
4. to provide flight alert messages;
5. to facilitate internet check-in;
6. to process any commercial transaction (e.g. In-flight sales);
7. to maintain your Enrich loyalty account, facilitate your participation in Enrich loyalty programme or third parties’ loyalty programmes which have partnership with us;
8. to enable experience using your Enrich loyalty account or any other loyalty programme under Malaysia Aviation Group;
9. to protect the safety and well-being of yourself and/or other customers; j) to investigate and respond to claims and inquiries from you;
10. to investigate and respond to claims and inquiries from you;
11. to remind you to complete your booking and/or offer our assistance (in case, for instance, failure to complete due to technical difficulties);
12. to provide in-flight catering and other services that best meet your preferences and needs;
13. for financial purposes such as credit or other payment card verification, accounting, billing and audit; and / or
14. for business development purposes such as statistical, research and marketing analysis, systems testing, maintenance and development, quality assurance, customer surveys, customer relations to advise on alterations to flights or to help us in any future dealings with you, for example by identifying your requirements and preference;
15. to customise the content in our website or mobile application according to your needs, preferences and personality;
16. to share your Personal Data with our selected partners or/and our group of companies within Malaysia Aviation Group to enable us and/or our partners to personalise the services or products offered to you;
17. to comply with any legal or regulatory requirements;
18. to communicate and facilitate promotions, offers, product, services and information on products and activities, offers to upgrade or other notifications in relation to your booking;
19. to allow you to participate in our programmes or features via our website or/and mobile application when you opt to do so; and/or
20. to operate our competitions, promotions, programmes and events via our newsletters and other communications offered by Malaysia Airlines, any group of companies under Malaysia Aviation Group or our selected business partners.

Some of the Personal Data processing above may be an optional service. You may choose not to receive these emails at any time by following the unsubscribe link at the bottom of each such email or email to [email protected] to request for removal of subscription notification. Kindly note we may not be able to optimise your user experience when using our products or services by doing so.

There are a number of different ways that we are lawfully able to process your Personal Data. We have set these out below.

Where using your Personal Data is necessary for us to carry out our obligations under our contract with you
We are allowed to use your Personal Data when it is necessary to do so for the performance of our contract with you.
For example, we need to collect your contact details in order to be able to book your flight or provide you with any additional services you have requested.

Where processing is necessary for us to carry out our legal obligations
As well as our obligations to you under any contract, we also have other legal obligations that we need to comply with and we are allowed to use your Personal Data when we need to in order to comply with those other legal obligations.
For example, we are required to transfer certain Personal Data to government authorities for anti-terrorism purposes.

Where using your data is in our legitimate interests
We are allowed to use your Personal Data where it is in our interests to do so, and those interests aren’t outweighed by any potential prejudice to you. We believe that our use of your Personal Data is within a number of our legitimate interests, including but not limited to:

• To enable us to provide our services to our customers;
• To help us satisfy our legal obligations (for example, in relation to anti-terrorism);
• To help us understand our customers better and provide better, more relevant services to them; and
• To help us keep our systems and physical premises secure and prevent unauthorized access or cyberattacks.

We don’t think that any of the activities set out in this Privacy Policy will prejudice you in any way. However, you do have the right to object to us processing your Personal Data on this basis. We have set out details regarding how you can go about doing this above.

Where you give us your consent to use your Personal Data
We are allowed to use your data where you have specifically consented. In order for your consent to be valid:

• It has to be given freely, without us putting you under any type of pressure;
• You have to know what you are consenting to – so we’ll make sure we give you enough information;
• You should only be asked to consent to one thing at a time – we therefore avoid “bundling” consents together so that you don’t know exactly what you’re agreeing to; and
• You need to take positive and affirmative action in giving us your consent – we’re likely to provide a tick box for you to check so that this requirement is met in a clear and unambiguous fashion.

As part of our relationship with you, we may ask you for specific consents to allow us to use your data in certain ways. For example, we currently ask for your consent to provide you with marketing communications. If we require your consent, we will provide you with sufficient information so that you can decide whether or not you wish to consent.

You have the right to withdraw your consent at any time. We have set out details regarding how you can go about this above.

You have various rights in relation to the Personal Data which we hold about you.

We have described these below. To get in touch with us about any of these rights, please contact us at:

Group Business Integrity,
Malaysia Aviation Group, 1^st Floor, Administration Building,
South Support Zone, KLIA, 64000 Sepang, Selangor, Malaysia.
[email protected]

We will seek to deal with your request without undue delay, and in any event within one month (subject to any extensions to which we are lawfully entitled). Please note that we may keep a record of your communications to help us resolve any issues which you raise.

Right to object
This right enables you to object to us processing your Personal Data where we do so for one of the following reasons:

• because it is in our legitimate interests to do so (for further information please see below);
• to enable us to perform a task in the public interest or exercise official authority;
• to send you direct marketing materials; or
• for scientific, historical, research, or statistical purposes.

Right to withdraw consent
Where we have obtained your consent to process your Personal Data for certain activities (for example, for marketing), you may withdraw this consent at any time and we will cease to use your data for that purpose unless we consider that there is an alternative legal basis to justify our continued processing of your data for this purpose, in which case we will inform you of this condition.

In particular, you may elect to stop receiving promotional activities by:

1. unsubscribing from the mailing list;
2. editing the relevant account settings to unsubscribe; or
3. sending a request to [email protected]

Data Subject Access Requests
You may ask us for a copy of the information we hold about you at any time, and request us to modify, update or delete such information. If we provide you with access to the information we hold about you, we will not charge you for this unless permitted by law. If you request further copies of this information from us, we may charge you a reasonable administrative cost. Where we are legally permitted to do so, we may refuse your request. If we refuse your request we will always tell you the reasons for doing so.

Right to erasure
You have the right to request that we “erase” your Personal Data in certain circumstances. Normally, this right exists where:

• The data are no longer necessary;
• You have withdrawn your consent to us using your data, and there is no other valid reason for us to continue;
• The data has been processed unlawfully;
• It is necessary for the data to be erased in order for us to comply with our obligations under law; or
• You object to the processing and we are unable to demonstrate overriding legitimate grounds for our continued processing.

We would only be entitled to refuse to comply with your request for erasure in limited circumstances and we will always tell you our reason for doing so.
When complying with a valid request for the erasure of data we will take all reasonably practicable steps to delete the relevant data.

Right to restrict processing
You have the right to request that we restrict our processing of your Personal Data in certain circumstances, for example if you dispute the accuracy of the Personal Data that we hold about you or you object to our processing of your Personal Data for our legitimate interests. If we have shared your Personal Data with third parties, we will notify them about the restricted processing unless this is impossible or involves disproportionate effort. We will, of course, notify you before lifting any restriction on processing your Personal Data.

Right to rectification
You have the right to request that we rectify any inaccurate or incomplete Personal Data that we hold about you. If we have shared this Personal Data with third parties, we will notify them about the rectification unless this is impossible or involves disproportionate effort. You may also request details of the third parties that we have disclosed the inaccurate or incomplete Personal Data to. Where we think that it is reasonable for us not to comply with your request, we will explain our reasons for this decision.

In particular, you may update or make amendments to your Personal Data as below:

1. for online registered customers, you may login to your online account and update your Personal Data; or
2. for every other customer, you may email your request to [email protected]

Right of data portability
If you wish, you have the right to transfer your Personal Data between service providers. In effect, this means that you are able to transfer the details we hold on you to another third party. To allow you to do so, we will provide you with your data in a commonly used machine-readable format so that you can transfer the data. Alternatively, we may directly transfer the data for you.

Right to complain
You have the right to lodge a complaint with our regulator, who is the Commissioner of Personal Data Protection in Malaysia. In Europe, you may access to the privacy regulators for each Member State are listed (along with contact details) by clicking the link.

We will not trade or sell your Personal Data to third parties. Your Personal Data shall only be disclosed or transferred to the following third parties appointed or authorised by the Company, who may be located within or outside Malaysia:

1. our travel and freight service providers or travel-related businesses;
2. our partner airlines and other carriers;
3. airport authorities;
4. our other affiliates and service partners where it is necessary to facilitate your travel;
5. our group of companies within Malaysia Aviation Group to provide services, products or personalised offers or/and messages;
6. credit card verification providers,
7. IT service providers;
8. data analytics including search engine providers and/or marketing agency which assist us to improve and optimise your experience in using our website and mobile application;
9. advertisers and advertising networks which require certain data to offer relevant adverts to you and/or other selected partners to provide better customised offers, promotions, or/and personalised messages to you or others;
10. other third parties in order to process your commercial transactions;
11. participating merchants and partners of our Enrich loyalty programme or/and any other programmes within Malaysia Aviation Group offering products and services by using or through our website or mobile application hosted by us;
12. legal bodies as permitted or required by law such as in compliance with a warrant or subpoena issued by a court of competent jurisdiction; and/or
13. customs, immigration or other regulatory authorities applicable to you;
14. if necessary, prevent passengers who have been issued notices from flying or using any of the services under Malaysia Aviation Group; and/or
15. safety and security personnel.

In addition to the above, your Personal Data may also be disclosed or transferred to any of the Company’s actual and potential assignee, transferee or acquirer (within or outside Malaysia) (including our affiliates and subsidiaries) of our business, assets or group companies, or in connection with any corporate restructuring or exercise including the restructuring to transfer the business, assets and/or liabilities.

We shall take reasonable and practical steps in accordance with the law and acceptable industry standards to ensure that their employees, officers, agents, consultants, contractors and such other third parties mentioned above who are involved in the collection, use and disclosure of your Personal Data will observe and adhere to the terms of this Privacy Policy.

We will store your Personal Data in the country in which we are based (i.e. Malaysia). As discussed above, we may also disclose your Personal Data to our group companies and their service providers located in Malaysia and elsewhere, and to employees operating outside of the EEA who work for us or for one of our group companies or their respective service providers.

We want to make sure that your Personal Data is stored and transferred in a way which is secure.

We will therefore only transfer data outside of the EEA where it is compliant with data protection legislation and the means of transfer provides adequate safeguards in relation to your data. For example, this could be:

• By way of an intra-group agreement between MAB entities, incorporating the current standard contractual clauses adopted by the European Commission for the transfer of Personal Data by controllers in the EEA to controllers and processors in jurisdictions without adequate data protection laws;
• By way of a data transfer agreement with a third party, incorporating the current standard contractual clauses adopted by the European Commission for the transfer of Personal Data by controllers in the EEA to controllers and processors in jurisdictions without adequate data protection laws; or
• By transferring your data to an entity which has signed up to the EU-U.S. Privacy Shield Framework for the transfer of Personal Data from entities in the EU to entities in the United States of America or any equivalent agreement in respect of other jurisdictions; or 
• By transferring your data to a country where there has been a finding of adequacy by the European Commission in respect of that country’s levels of data protection via its legislation; or
• Where it is necessary for the conclusion or performance of a contract between ourselves and a third party and the transfer is in your interests for the purposes of that contract; or
• Where you have explicitly consented to the data transfer.

Where we transfer your Personal Data outside the EEA and where the country or territory in question does not maintain adequate data protection standards, we will take all reasonable steps to ensure that your data is treated securely and in accordance with this Privacy Policy.

We will take all reasonable precautions necessary to protect your Personal Data from misuse, interference and loss; and unauthorised access, modification or disclosure. In addition, the Company will secure your data in following ways:

1. register all those who are allowed access;
2. control and limit access based on necessity;
3. maintain proper record of access and transfer of Personal Data;
4. ensure all employees of the Company protect confidentiality;
5. conduct awareness programmes to all employees on responsibility to protect Personal Data;
6. establish physical security procedures;
7. bind third parties involved in processing of Personal Data; and
8. do not use removable device and cloud computing service to transfer or store Personal Data unless with written consent from top management of the Company.

We will not retain your Personal Data longer than necessary for the purposes for which they are collected. However, relevant Personal Data may be retained subject to the conditions below:

1. as and when required under legislation; or
2. where legal actions have arisen and are pending.
3. commercial/operational purposes of Malaysia Airlines

If you opt-out or withdraw your consent to marketing, we will remove you from our marketing database. You may do so by clicking the opt out link provided at the bottom of such email or send us your opt out request to [email protected].

We may link this website and/or our applications to other companies or organizations websites (collectively, “Third Party Sites”). This Privacy Policy does not apply to such Third Party Sites as those sites are outside our control. If you access Third Party Sites using the links provided, the operators of these sites may collect your personal information. Please ensure that you are satisfied with the privacy statements of these Third Party Sites before you submit any personal information. We try, as far as we can, to ensure that all third party linked sites have equivalent measures for protection of your personal information, but we cannot be held responsible legally or otherwise for the activities, privacy policies or levels of privacy compliance of these Third Party Sites.

Cookies are small text files that are placed on your device (computer, smartphone, tablet) when you visit our website. They help the website remember your preferences, track your usage, and enhance your browsing experience. Cookies can be either session cookies (which expire when you close your browser) or persistent cookies (which remain on your device for a specified period or until deleted).

We use the following types of cookies:

• Strictly Necessary and Performance Cookies:we use cookies to ensure you have a smooth user experience such as logging in and filling out forms. It is not possible to switch off these cookies in our systems. We respect your privacy and do not store any personally identifiable information. However, if you do not allow the usage of these cookies, it might affect the functioning of these services partially or completely.
• Preference Cookies:we value your time and preferences. These cookies help us to provide enhanced functionality and personalized services. Functional cookies can include first-party, third-party, persistent, or session cookies. Thus, facilitating us to remember your site preferences and choices. However, if you do not allow these cookies, it might affect the functioning of these services partially or completely.
• Statistics Cookies:we use cookies to ensure you have a smooth user experience such as logging in and filling out forms. It is not possible to switch off these cookies in our systems. We respect your privacy and do not store any personally identifiable information. However, if you do not allow the usage of these cookies, it might affect the functioning of these services partially or completely.
• Marketing Cookies:we would like to inform you that these cookies are placed by us and our advertising partners. It facilitates serving you with personalized content and relevant offers. However, if you choose to block these cookies, you will still view generic advertising that is not based on your interest.
  
  

Third Party Cookies
We may use third-party services that place cookies on your device. These third-party cookies are subject to the privacy policies of the respective third parties. In furtherance, we also imposed a strict security protocol and standard to our third-party services managing the cookies.  

You can manage your cookie preferences through your browser settings. Most browsers allow you to block or delete cookies. Please note that blocking or deleting cookies may affect your ability to use certain features of our website and services.

To manage cookies:

• For Chrome: Manage Cookies in Chrome 
• For Firefox: Manage Cookies in Firefox
• For Safari: Manage Cookies in Safari
• For Edge: Manage Cookies in Edge

By using our website, you consent to the use of cookies as described in this Cookies Policy. You can withdraw your consent at any time by changing your browser settings or by using any opt-out mechanisms provided.

If you still have inquiries or complaints in relation to our handling of your Personal Data or our Privacy Policy or wish to exercise any of your rights as described above, please contact us via the details as described below:

Chief Privacy Officer,
Group Business Integrity, Malaysia Aviation Group,
Administration Building, South Support Zone, KLIA,
64000 Sepang, Selangor, Malaysia.
[email protected]

Malaysia Airlines’ UK Office,
No. 247-249, Cromwell Road,
Kensington, London SW5 9GA,
United Kingdom.
Contact Details: +44 (0) 207 341 2075
[email protected]

If you are our Enrich members and wish to change your personal details, you may login to Enrich portal here. If you wish to amend either your Name or Date of Birth, please contact our Enrich team here.

If you have any queries or issues regarding your reservation and flight details, please click here.