T. ENRICH FREQUENTLY ASKED QUESTIONS

T. ENRICH FREQUENTLY ASKED QUESTIONS

Becoming an Enrich member

1. What is Enrich? Enrich is Malaysia Airlines Frequent Flyer Programme and it aims to recognize and reward frequent flyers with free travel and special benefits.

2. How do I join Enrich? The easiest way to join is to sign up online. Membership is free and open to individuals above 2 years old.

3. Will I receive a membership number when I enroll online? Yes, you will receive your membership number and a printable membership card by email within 24 hours. You will be eligible to participate in Enrich activities as soon as you enroll to become a member.

4. Can I enroll as an Enrich member even if I do not live in Malaysia? Yes, Enrich membership is open to individuals in all countries where such programmes are permitted under the applicable laws.

5. Is there an enrolment fee or annual fee for Enrich? Membership is free. There is no enrolment fee or annual fee.

6. Can I have more than one Enrich account? One for business and one for personal use? An individual may have only one Enrich account. A business or legal entity is not allowed to have an Enrich account. This account is not transferable.

7. Is there an expiry date for this Enrich membership? No, Enrich memberships do not expire. However, your Enrich account will be closed if no activity is registered in your account for 36 continuous months.

Earning Enrich Miles

8. How do I earn Enrich Miles? You will earn Enrich Miles each time you travel with Malaysia Airlines, oneworld® member airlines and Enrich partner airlines on a qualifying fare. Enrich Miles can also be earned when you use the products and services of Enrich partners in the following categories: hotel, car rental, credit/charge card, telecommunications, spa, shopping and lifestyle.

9. How many Enrich miles can I earn for my flight? It depends on the qualifying fare category purchased, the flight distance and your Enrich tier status (where applicable).

10. How do I keep track of my Enrich Miles? The best way is to log in at the Enrich site. You will be able to view your latest Enrich transactions, as well as your activities in the past six months. A monthly electronic statement summary will be sent to you.

11. Can I earn miles by flying other airlines besides Malaysia Airlines? Yes, you can. Enrich Miles can be earned when you travel on oneworld member airlines and Enrich partner airlines. To ensure you receive mileage credit for your travel, please quote your Enrich membership number when making your reservation and present your Enrich membership card when you check in with the partner airline.

12. If I purchase my Malaysia Airlines tickets from a travel agent, will I earn the same number of

miles as those purchased from a Malaysia Airlines ticket office?

Yes, as long as the tickets purchased are eligible to earn Enrich Miles, it does not matter where you purchase the tickets from.

13. Can I earn miles for flights taken before I enroll as an Enrich member? Members are only allowed to earn miles on flights flown after enrolling as an Enrich member. Flights taken before enrolment are not eligible to earn Enrich Miles, except for Malaysia Airlines operated flights within 60 days prior to enrolment.

14. Will I earn Enrich Miles when I fly on an Award Travel Ticket? No, you cannot earn miles when travelling on an Award Travel Ticket.

15. How long does it take for Enrich Miles to appear in my account? For miles earned on Malaysia Airlines, please allow up to 7 days; for miles earned with Enrich partners, please allow 4 – 6 weeks.

16. What should I do if miles are not credited to my account? First, log in to the Enrich site, then complete the relevant form under “Claim Missing Miles”. Be sure to retain your original travel documents (i.e. boarding passes and ticket stubs) and partner receipts (i.e. hotel receipts, copy of car rental agreement, invoices/receipts/statements from other Partners) as you will need this to complete the Missing Enrich Miles Claim online.

17. How do I transfer my credit card points to my Enrich account? You need to contact the credit card company or bank directly and request for your Bank points to be transferred to Enrich. They will inform you of the conversion rate at the time of the transfer. Please allow up to 2 weeks for the miles to appear in your account.

18. Can I transfer miles from my account to another account? Yes, you can transfer Enrich Miles into another member’s account for a small fee. You can transfer as many miles as you like to other members; however, each individual member may only receive a maximum of 50,000 transferred miles per year.

19. If I do not have enough Enrich Miles to redeem for a ticket, can I purchase the miles? Yes. You may purchase a minimum of 1,000 Miles and a maximum of 50,000 Enrich Miles per transaction. You are allowed to purchase a maximum of 150,000 Enrich Miles per calendar year.

20. What is the rate to buy the Miles ? The rate is USD 0.025 per 1 Enrich Mile and must be purchased online.

Redeeming Enrich Miles

21. Can I redeem on all fares offered by Malaysia Airlines? You may redeem on the following booking classes and upgrade according to eligible fares.

CABIN

Business Suite

Business

Economy FARE CLASSES RBD F A P J C D Z Y B / H K / M / L / V S / N Q / O / G REDEMPTION

NO YES NO NO NO YES NO NO YES YES YES NO UPGRADE TO 1ST HIGHER CABIN

N/A N/A N/A YES YES YES YES YES YES YES YES

NO UPGRADE TO 2ND HIGHER CABIN

N/A N/A N/A N/A N/A N/A N/A YES YES YES

NO NO

Fare with booking classes Q / O / G / Y / Z /C / J / P / F fare excluded and cannot be booked in miles. However, you may still purchase the flight tickets using cash / credit card. Codeshare flights and MASwings flights operated with DHT aircraft type are excluded and cannot be booked in miles.

22. What is an Upgrade Award? An Upgrade Award Travel is when you redeem Enrich Miles in order to upgrade from the fare class you paid for to the next higher fare class. You must first purchase an eligible revenue fare ticket before you are allowed to redeem miles for Enrich Redemption upgrade.

23. I want to use my miles to upgrade my tickets. How can I do it? You may upgrade on eligible revenue fare ticket (on a 232 document) using Enrich Miles via Malaysia Airlines Call Center at 1-300-88-3000 (within Malaysia) and + 603-5562 6330 (outside Malaysia) or Malaysia Airlines Ticket offices. Enhancements on making the upgrade option available online will be made progressively in the future.

24. Can I redeem a ticket if I do not have sufficient Enrich Miles?

Yes. You have 2 options :

• Members can redeem with Miles & Cash. • Purchase Miles

25. Can I redeem my Enrich miles for an Award Travel for someone else? Yes. As long as you have sufficient miles to redeem for an Award Travel you can request for the Award Travel to be in anyone’s name. Log in to the Enrich site, call or stop by any Malaysia Airlines ticketing office to make your reservation.

26. Will I be able to redeem on other partner airlines tickets through Enrich Online? No. Enrich Online is strictly for Malaysia Airlines and MASwings flights. Please contact the Call Centre at 1300 88 3000 (within Malaysia) or 603-55626330 (outside Malaysia) for other partner airlines redemption.

Enrich Miles & Cash

27. What is Miles & Cash? Miles & Cash is a redemption option to the normal full miles for Award Travel Redemption. The number of miles required to redeem a Miles & Cash Award Travel varies according to fare conditions. Member will NOT earn miles for the cash value paid on the Miles & Cash Award Travel redemption

28. I want to book a ticket, but I do not have enough miles. Can I pay the remaining amount with

cash / credit card?

Yes. You can have the choice of paying the remaining amount with cash / credit card under the Miles & Cash option via Enrich Online, Malaysia Airlines Call Center at 1-300-88-3000 (within Malaysia) and +603-5562 6330 (outside Malaysia) or Malaysia Airlines Ticket offices.

29 What is the minimum number of Enrich Miles required for Miles & Cash redemption online? A minimum of 1,000 Enrich Miles is required for an Award Travel Redemption online.

30. I’ve purchased a Malaysia Airlines ticket by Miles & Cash. Can I use the ticket to fly on another

airline?

Ticket purchased with Miles & Cash can only be used on flights operated by Malaysia Airlines and MASwings*. Miles & Cash option cannot be used for travel on any other airlines. *not valid on MASwings flights operated by DHT aircraft type at www.enrich.malaysiaairlines.com to complete the Miles & Cash redemption or contact the Call Centre or proceed to the Malaysia Airlines Ticket office.

31. I do not have a password to access to my account Online? Please log in to www.enrich.malaysiaairlines.com to request for a password. Please ensure your email address is updated in your Enrich profile as the password will be generated to a valid email address updated in the profile.

32. Is Miles & Cash award ticket considered a purchased/revenue ticket? Miles & Cash is an Award Travel ticket.

33. Will I earn Enrich Miles for the cash part paid for the redemption? No, you will not earn Enrich Miles for the cash portion paid for the redemption

34. Who is eligible to redeem this Miles & Cash award redemption? All Enrich members are eligible to redeem Miles & Cash.

35. Can I redeem on one-world or partner airlines? Miles & Cash redemption is only applicable on Malaysia Airlines operated flights.

36. If I am unable to travel, can I transfer the redemption ticket to a family member? No. Redemption ticket is not transferable.

37. If I am unable to travel and wish to extend my redemption ticket, is this allowed? This is subject to the Fare Conditions of the Redemption Ticket.

Managing Your Enrich Account

38. What is the validity of Enrich Miles? Enrich Miles are valid for the year in which they are earned, plus an additional 3 years, and will expire at the end of the month of the third year. For example, Enrich Miles earned to an account on 18th January 2019 will expire on 31st January 2022.

39. When will I receive an account statement? A monthly electronic statement summary will be sent to members. You can check your account details by logging in here.

40. Can I extend the validity of my Enrich Miles? Yes, Enrich Miles can be extended to one calendar year from the expired date/month. A fee will apply to extend the validity of your miles.

41. How do I know if my Enrich miles are going to expire? You can keep track of your miles online by logging in to the Enrich website.

42. Can I change or update my personal details at Enrich Online? You can update your address and other personal particulars online such as mailing and email address or contact details. However, you will need to contact the Enrich Customer Service Centre if you want to change the name on your account to as per passport.

43. When will I receive my Enrich newsletter? As part of our efforts to preserve the environment for future generations, the Enrich newsletter, World of Riches, is only available in electronic (PDF) format. To read up on the latest offers, browse through World of Riches here.

Enrich in oneworld

44. What is oneworld? Oneworld is one of the world’s three largest global airline alliances. In fact, it is the world’s leading airline alliance for nine years running (2003 – 2011) in the World Travel Awards. The oneworld alliance currently consists of 13 member airlines and 30 affiliates. It offers more than 14,000 daily departures to almost 1,000 destinations across 150 countries as well as access to some 600 airport lounges. Oneworld member airlines

45. What benefits will I receive now that Malaysia Airlines is a member of the oneworld alliance? The oneworld alliance enables Malaysia Airlines to offer customers more services and value than any single airline can provide on its own. As an Enrich member, many of your exclusive benefits and preferential treatment can be enjoyed across all 13 airlines within this alliance: Almost 1,000 destinations across 160 countries. Frequent flyer miles across 13 airlines, 30 affiliates. Some 650 airport lounges worldwide.

46. What benefits will I receive as an Enrich member? As an Enrich member, you can: Earn and redeem Enrich Miles whenever you fly with oneworld member airlines Earn Elite Miles on all oneworld flights for your tier status qualification Redeem multi-carrier flights via oneworld member airlines Those who are already Enrich Platinum, Gold and Silver members will automatically enjoy oneworld Emerald, Sapphire and Ruby status respectively. To help ensure our Enrich members receive the benefits that they are entitled to, our Enrich membership cards will carry the appropriate oneworld tier status: oneworld Tier Status and its Benefits and Privileges

47. How can I join oneworld? There is no standalone oneworld frequent flyer programme or a “oneworld card”. However, membership in any frequent flyer programme of a oneworld member airline will entitle you to your frequent flyer programme tier benefits across all oneworld airline networks. If you are not part of the Enrich frequent flyer programme, you can sign up as a new member at malaysiaairlines.com and you will be instantly rewarded Enrich Welcome Miles.

48. I am an Enrich Blue member. Do I receive oneworld privileges? Enrich Blue members are not entitled to the oneworld top tier privileges. As an Enrich Blue member, you can earn Enrich Miles and Elite Miles when you fly on Malaysia Airlines as well as on any oneworld member airline. Your Enrich Miles can be used to redeem flights on Malaysia Airlines and oneworld member airlines. Elite Miles can be used to qualify or maintain Enrich Elite tier status.

49. If I am an Enrich member and also a member of another oneworld frequent flyer programme, can

I earn Miles on both programmes for a oneworld flight?

No, you can only earn Miles on ONE frequent flyer programme for a oneworld flight (you cannot do a duplicate earn on different cards that you may own).

50. Can I combine or transfer Miles from one frequent flyer programme to another? No, Miles cannot be combined or transferred between oneworld frequent flyer programmes.

51. I am a frequent flyer programme member of another oneworld member airline and am eligible to

enter the lounges of oneworld member airlines. Can I access Malaysia Airlines Golden Lounge?

Yes you may, as long your frequent flyer programme has an agreement with Golden Lounge (as a third party lounge).

52. I am an Enrich Platinum/Gold member holding a frequent flyer programme card that is eligible for Malaysia Airlines lounge access. Can I access the lounges of other oneworld airlines? Yes, you can access other oneworld airline lounges when you travel on any oneworld flight.

53 I am an Enrich Blue/Silver member. Can I enjoy oneworld lounge benefits? No, you are encouraged to fly more on Malaysia Airlines to move up the tier status, as higher tiers will accord you with greater oneworld benefits which span across the entire oneworld alliance network.

For more information related to oneworld alliance, please visit oneworld.com

GUIDELINES ON LOUNGE ACCESS FOR ENRICH MEMBERS

BLUE SILVER GOLD PLATINUM

BENEFITS

Golden Lounge access for Economy Class traveller

Redeem voucher Redeem voucher First Class Lounge + 1 guest* First Class Lounge + 1 guest*

Golden Lounge access for Business Suite /Business Class traveller

Third party lounge access (Business Class Lounge only) First Class Suite at KLIA (Private Room)

Business Class Lounge or First Class Lounge access (as per ticket entitlement) Business Class Lounge or First Class Lounge access (as per ticket entitlement) Business Class Lounge + 1 guest* (First Class Lounge as per ticket entitlement) First Class Lounge + 1 guest*

Not applicable Not applicable Cardholder + 1 guest * Cardholder + 1 guest*

Not applicable Not applicable Not applicable Cardholder + 1 guest*

Applicable Flight Malaysia Airlines oneworld MW FY Codeshare^ Charter# Malaysia Airlines oneworld MW FY Codeshare^ Charter# Malaysia Airlines oneworld MW FY Codeshare^ Charter# Malaysia Airlines oneworld MW FY Codeshare^ Charter#

*Cardholder and guest must register together at the lounge. For codeshare and charter flights, cardholder and guest must travel together on same flight ^MH232 tickets on MH3000/MH4000/MH5000 only #excluding Angkatan Tentera Malaysia (ATM tickets) (ATM tickets are under blocking booking and no individual ticket is issued)

Enrich Elite Tier Status

54. What are the Elite Tiers in Enrich? Enrich has 4 tier levels: Blue, Silver, Gold and Platinum. Members qualify for Blue tier upon enrolment, and can earn Silver, Gold and Platinum tier status by travelling on First, Business Suite, Business and Economy Class with Malaysia Airlines and oneworld member airlines.

55. How do I qualify for the new tier levels? You can qualify for the new tier levels by either earning Elite miles or Elite sector credits from Malaysia Airlines and oneworld member airlines.

56. What are Elite Miles? Elite Miles are used to track an Enrich member’s qualification towards Enrich Silver, Gold and Platinum status. Elite Miles can only be earned on Business Suite, Business and Economy Class qualifying fares of Malaysia Airlines and oneworld member airlines, MASwings and Firefly. Elite Miles may not be used toward the redemption of Enrich Awards.

57. What are Elite Sectors? Elite Sectors are used to track an Enrich member’s qualification towards Enrich Silver, Gold and Platinum tier status. An Elite Sector is a flight from origin to destination which carries a single flight number. Elite Sectors can only be earned on Malaysia Airlines operated flights on Economy, Business and Business Suite. Elite Sectors may not be used for the redemption of Enrich Awards.

58. Do the miles I earn travelling on partner airlines count towards my Enrich Elite status? No, only miles flown on Malaysia Airlines and oneworld member airlines count towards Enrich Elite status.

59. Do miles earned with non-airline partners count towards Elite status? Only miles earned by flying with Malaysia Airlines and oneworld member airlines count towards Enrich Elite status.

60. Do bonus miles and promotional miles count towards Elite status? No, only miles earned by flying with Malaysia Airlines and oneworld member airlines count towards Enrich Elite status.

61. Do Tier Bonus Miles count towards Elite status? No, Tier Bonus Miles do not count towards earning or retaining Elite status.

62. Do transferred or purchased Enrich Miles count towards Elite status? No, only miles earned by flying with Malaysia Airlines and oneworld member airlines count towards Enrich Elite status.

63. How long do I have to qualify for Elite Silver, Gold or Platinum tier status? For Elite Platinum, Gold and Silver tier status, you need to earn the qualifying number of Elite miles or Elite sectors from 1 January – 31 December each year.

64. Once I become an Elite member, do I need to requalify for Elite status every year? Yes, you will need to requalify for Elite tier status each year. Elite Miles/Sector are not accumulative

65. Do I need to earn the same number of miles or credits to re-qualify for my current Elite tier

status?

The same number of miles or sectors is required to qualify and requalify for Enrich Gold and Enrich Silver. However, to requalify for Enrich Platinum, you need to earn 100,000 Elite Miles or 130 Elite Sectors from 1 January – 31 December. Refer below table.

66. Do I earn bonus miles for being an Elite member? Yes, Elite Silver, Gold and Platinum members earn Elite Tier Bonus when they travel Business Suite or Business Class on Malaysia Airlines operated flights.

Temptations

67. Will I earn Enrich miles when I purchase Temptations In-flight items on board?

Yes, for every RM 1 spent on Temptations products, Enrich member will earn 2 Enrich miles.

68. I have redeemed 2 Enrich RM50 vouchers and would like purchase a Temptations product for my next travel. What is the process?

You may present the original Enrich RM 50 Enrich Voucher as full or part payment for the Temptations product purchased to the Cabin Crew in charge. In a case where the full value of the Enrich RM 50 Voucher (s) is not utilized, no refund of cash or Enrich Miles will be given.

69. How do I contact Temptations Inflight Shopping if I have any queries?

Temptations Inflight Shopping is operated by DFASS (M) Sdn Bhd. for Malaysia Airlines Berhad (MAB). The Customer Service is open at the following times (Malaysia Time) : Monday to Friday: 9.30am-5.30pm Saturday, Sunday and Public Holidays (in Malaysia): Closed • Phone : +603 8787 6666 • Email : mhtemptations@3sixtydutyfree.com

70. What is the website address to log into if I want more information regarding the price or view the Temptations Inflight items.

All information is available at www.mhtemptations.com

71. What is the maximum Enrich RM50 vouchers can be used per transaction?

Enrich member is allowed to use a maximum of 10 Enrich RM 50 Vouchers amounting to RM500 per Temptations Items purchase. Purchases of Temptations items using the Enrich RM 50 Voucher (s) will not earn Enrich Miles.

72. Can member redeem the Enrich RM50 vouchers using Enrich miles onboard for Inflight purchases without having the actual Enrich RM50 voucher?

Enrich members must redeem the Enrich RM50 voucher (s) before their flight and present the original Enrich RM50 voucher when purchasing items during Inflight Sales on board.

73. Can I transfer the Enrich RM50 to another person if I am not travelling?

Yes. The Enrich RM 50 Voucher (s) is transferable, however, the person using the Enrich RM50 Voucher (s) must be an Enrich Member.

74 Can I combine the Enrich RM50 voucher to purchase Temptations Inflight items?

Yes. You may combine the vouchers.

75. What is the validity of the Enrich RM 50 vouchers and can I extend the vouchers if I am not travelling?

Enrich RM 50 Voucher (s) is valid for six (6) months from the date of issue. The validity of the Enrich RM 50 Voucher (s) cannot be extended and once expired, shall be void.

76. I have just purchased several Temptations Inflight items during my last travel and I have forgotten to present my Enrich card. Can I still claim Enrich Miles for these purchases?

A Missing Enrich Miles Claim must be submitted within 6 months from the date of the qualifying transaction. A copy of the purchase receipt must be provided as supporting document when making the claim. Please allow 6 weeks for Enrich Miles to be reflected in the Account.

77. Can I refund the items purchased or who do I contact if item is damaged?

Members may contact the Temptations Customer Service at the contact details provided below:

Phone : +603 8787 6666 Email : mhtemptations@3sixtydutyfree.com

Operating hours : Monday to Friday: 9.30am-5.30pm Saturday, Sunday and Public Holidays (in Malaysia): Closed

78. What are the destinations that have inflight sales?

Please refer to the destinations below:

ADELAIDE JEDDAH BANGALORE KATHMANDU BEIJING LONDON BOMBAY MANILA CHENNAI MELBOURNE COLOMBO NANJING DHAKA OSAKA DELHI PERTH DENPASAR SEOUL FUZHOU SHANGHAI GUANGZHOU SYDNEY HAIKOU TAIPEI HANOI TOKYO HONG KONG XIAMEN HYDERABAD

ENRICH AND EMIRATES SKYWARDS - FREQUENT FLYER PROGRAMME

When does the codeshare partnership of Malaysia Airlines and Emirates take effect?

The codeshare partnership will take effect from 16 February 2016.

Can I earn Enrich Miles when I travel on Malaysia Airlines codeshare flights with Emirates starting 16 February 2016?

Yes, as an Enrich member, you will earn Enrich Miles when you fly on any MH4500-MH4999 codeshare flights operated by Emirates from 16 February 2016 onwards.

Can I redeem my Enrich Miles on Malaysia Airlines codeshare flights with Emirates?

No, currently you cannot redeem your Enrich Miles for travel on any MH4500-MH4999 codeshare flights operated by Emirates.

As a top tier member of the Enrich programme, what are the benefits and privileges I am eligible for when I fly on any MH4500-MH4999 codeshare flights operated by Emirates?

Your benefits and privileges will be as per your entitlement with the Enrich Programme.

Do I get Elite Miles for travel on any MH4500-MH4999 codeshare flights operated by Emirates from 16 February 2016?

Yes.

Do I get to earn Enrich Miles if I book and ticket on Emirates flight numbers?

Yes.

LOUNGE ACCESS AT KLIA AND BEYOND

I am travelling First/Business Class, which lounges do I have access to?

First Class and Business Class passengers are entitled to access the operating carrier lounges at the airport where the flights are departing from. Example: First Class and Business Class passengers travelling on Malaysia Airlines operated flights has access to the Malaysia Airlines Golden Lounges. First Class and Business Class passengers travelling on Emirates operated flights has access to the Emirates lounges.

I am an Enrich (Platinum/Gold) member travelling on Malaysia Airlines Economy Class, do I get access to Malaysia Airlines or Emirates lounges?

Only to Malaysia Airlines Golden Lounges, according to Enrich Frequent Flyer Program benefits.

I am an Enrich (Platinum/Gold) member travelling on Emirates Economy Class, do I get access to Malaysia Airlines or Emirates lounges?

No.

I am a Skywards (Platinum/Gold) travelling on Economy on Malaysia Airlines flight, do I get access to Malaysia Airlines lounges?

No.