FAQ | Mayflower Holidays | Travel Agent Malaysia

General

Flight

Flight Booking Booking Changes Cancellation & Refund

Hotel

Hotel Booking Check-In Booking Changes Cancellation & Refund Complaint

Car Rental

Car Rental Booking Pick-Up and Drop-Off Booking Changes Cancellation & Refund

Concert Ticket

Concert Ticket Booking Ticket Collection

Flexiroam

General Info Flexiroam X App Usage Overseas Troubleshooting Purchasing Xtra Data Plans How to Make Calls with Flexiroam X App Coverage

WiFibaby Mobile Wifi

General Info Deposit & Payment

CHUBB Insurance

General Info Coverage After purchasing Chubb Assistance Benefits Claim

Tour Packages

Travel Wallet

Roaming Man

General Info Pick-up and Return

Refund Protect

General Info

About Mayflower

Why choose Mayflower Holidays when customer could book directly with hotels and airlines?

Mayflower Holidays provide hassle-free travelling experience for its customers. Furthermore, customer could choose different flight and hotel in one single transaction as well as Add-On, and Mayflower Holidays has special deals for its members.

Is it safe to book online?

Yes, Mayflower Holidays takes privacy seriously. All bookings are handled with security measures and encryption parameters.

Mayflower Membership

What are Mayflower Holidays member’s benefits?

Member receives latest promotions, deals and updates through email. The great news is that some of the deals are just available to registered member only! Promo code could also be used for further discount!

How to register as Mayflower Holidays’s member?

Step 1: Click ‘Register’ and fill-in email address and Activation Code (optional).
Step 2: Check incoming email to validate and complete the registration.
Step 3: Login to make booking and/or purchase.

What to do when the registration is somehow unsuccessful?

Register again and it should be alright. If there is a message stating ‘email address already exists’, go to Login page and click ‘Retrieve / Reset Password’. System will guide to reset password.

What to do when unable to login or forgotten the password?

Go to Login page and click ‘Retrieve / Reset Password’. System will guide to reset password.

Frequent Traveller and & Traveller Group

What is frequent traveller?

Frequent traveller is a function created for those who often book holiday in Mayflower website. This automated filling is designed to speed up your booking process without need to key in your details repeatedly.

What is traveller group?

Traveller group is combining different travellers into one group. This automated filling is designed to speed up your booking process without need to key in your details repeatedly.

How to create frequent traveller?

Step 1: Fill up your frequent traveller through here: https://book.mayflower.com.my/Tools/NewFrequentFlyer

Step 2: Add new frequent traveller by fill up the required fields

Step 3: Submit your frequent traveller details

How to create traveller group?

Step 1: Fill up your frequent traveller through here: https://book.mayflower.com.my/Tools/NewFrequentFlyer

Step 2: Add new frequent traveller by fill up the required fields

Step 3: Submit your frequent traveller details

Step 4: After that click here: https://book.mayflower.com.my/Tools/TravellerGroup

Step 5: Add new traveller group by move frequent traveller list into selected frequent traveller

Step 6: Add group name to your selected frequent traveller

Step 7: Submit your group list and speed up your booking process

Where to apply frequent traveller during booking?

After select your preferred flight / hotel, you need to select frequent traveller under guest details. Information will be automated filling. You may view the following:

Where to apply traveller group during booking?

After select your preferred flight / hotel, you need to select traveller group under contact details. Information will be automated filling. You may view the following:

Can I change my frequent traveller / traveller group after created?

Yes, you can change or update your details by clicking “edit” button.

Can I cancel/delete my frequent traveller / traveller group after created?

Yes, you are free to delete your details by clicking “delete” button.

Promo & Activation Code + Travel Credit

What is Activation Code?

Activation Code is a unique code that could be used to register as Mayflower Holidays’s member to get free Travel Credit for new member.

What is Travel Credit?

Travel Credit is a value amount available to Mayflower Holidays’s member upon successful registration. It is not exchangeable for cash.

Where/How to check the amount of Travel Credit?

After Login, click at the top right tab (Hi, ‘member name’) and amount of Travel Credit will appear thereat.

How to use Travel Credit?

Travel Credit could be used for purchase at Mayflower Holidays’s website (www.mayflower.com.my), up to a maximum of 20% of total payable.
Example: Let say there is RM100 Travel Credit in the account. If total payable is RM1,000, full RM100 Travel Credit could be used to reduce the amount payable to RM900. If total payable is RM300, RM60 Travel Credit (20% of total payable) could be used to reduce the amount to be paid to RM240.
The option to use Travel Credit will appear at payment page/stage. Member could either choose to use it for present purchase or keep it for future purchase.

What is Promo Code?

Promo Code is a code to get instant discount on purchase.

How to use Promo Code?

Enter the code either at initial stage or at payment stage.

How to know that the discount of the Promo Code has been applied?

‘Cut’ original price and ‘Promo Code Applied’ remark are shown under the discounted price as per example below:

Add-On Items

What is Add-On?

It is additional item/product which could be purchased together with flight ticket or hotel accommodation. Example of Add-On is travel insurance, wifi/data roaming, car rental and event/concert/theme park ticket. The availability of types of Add-On will change from time to time, do keep a lookout for special deals.

Is it compulsory to purchase Add-On?

Not necessary. There is exception for Japan Airlines, which require at least one Add-On to be purchased together.

Booking & Payment

How to know that the booking is successful?

The booking will be confirmed instantly upon successful payment and Mayflower Holidays will send an e-mail with attached PDF file immediately upon successful booking.

Why is booking unsuccessful?

This can be happen due to the booking session expired. Please check your email whether you have received booking confirmation from us or not. You may contact our customer service general line +603-9232 1888.

What types of payment do Mayflower Holidays accept?

Credit card (Visa or MasterCard), debit card and transfer from local bank (Maybank2u, CIMB Clicks, RHB Now, Public Bank (PBe), HSBC, Standard Chartered and Hong Leong Connect).

Do I have to bring the booking confirmations with me?

Mayflower Holidays highly recommend its customer to have the booking confirmation/itinerary/documentation available for perusal during the entire travel to avoid unnecessary circumstance.

How to retrieve booking confirmation?

For member, after login at mayflower.com.my, click at the top right tab (Hi, ‘member name’) and ‘My Upcoming Trips’.
For non-member, please send an email to cs@mayflower-group.com to request the booking confirmation.

Other enquiry about the booking made?

Mayflower Holidays welcome enquiry and aims to address it to customer’s satisfaction. Please make contact via the following channel:
i. E-mail : cs@mayflower-group.com
ii. Live chat via browser : Monday to Friday, 0900-1730 and Saturday, 0900-1300.
iii.Telephone : +603 – 9232 1888 (Monday to Friday, 0900-1730 and Saturday, 0900-1300).

What is the currency?

All price shown and payment are in Malaysian Ringgit (MYR/RM).

Flight Booking

How to book flight through Mayflower Holidays?

Step 1: Filling in your outbound, inbound, travel date, and number of passenger when you make a search, and click on “Show Me!”
Step 2: Select your preferred flight
Step 3: Fill up your personal details
Step 4: Select your add-ons (optional, except for certain airlines)
Step 5: Continue to make payment
Step 6: Once payment succeeded, a booking confirmation with Mayflower PDF itinerary will be sent to your email
Step 7: E-ticket will be issued once we have verified your payment
Step 8: Use the e-ticket to check-in for your flight

What is the maximum number of seats I can book?

A maximum of 7 seats can be booked at one time. If you need to book for more than 7 travellers you may get in touch with us for the same for the booking & price.

Can I make a booking for a check-in date of today on the Mayflower website?

No, our website only allows booking 2 days in advance when you make a search. AirAsia require at least 1 week in advance.

Which airlines need to purchase in bundle?

At this moment, only Japan Airlines require to purchase in bundle, meaning each transaction must purchase together with at least ONE add-on item. It cannot purchase solely ticket.

What are the restrictions attached with special low fare?

Once reservation for discounted airline ticket has been made and the payment has been provides to us, your reservation CANNOT be changed, and is completely NON-REFUNDABLE, subject to fare basis and airline restrictions. Tickets are completely non-refundable and non-changeable.

What is a non-refundable fare?

Non-refundable fare is a discounted fare, and no refund can be claimed from the airlines or Mayflower Holiday in case of cancellation.

What is the different between refundable and non-refundable fares?

A refundable fare is an amount returned after deducting cancellation charges and other fees. For more information on fare summary, please refer the fare summary & rules under flight details. Also, non-refundable fare is a discounted fare, and no refund can be claimed from the airline in case of cancellation.

How can I choose the best option for my flight booking?

You can filter by airlines, best deal, earliest departure time, and shortest duration.

Why I couldn’t find any available flights for my preferred date?

It might due to the limited number of flight ticket during selected day are fully booked. Sometimes, some of the airlines only provide certain travel date for the selected destinations.

Are there any additional charges we need to bear in the flight search results page?

No. All prices shown are all-in fare which includes taxes and fees per person. Any add-on items later on will require additional charges.

I cannot find certain flight promotions that mentioned in other sources that published by Mayflower Holidays. Why?

It can happen due to the limited number of flight tickets. The flight tickets prices will change from time to time.

Can I use my nickname to make reservations?

To ensure hassle free travel, all reservations must be made in the EXACT name as per IC or passport of the person travelling. Nicknames or alias cannot be used. Please note that NAME CHANGE IS NOT PERMITTED AT ANY COST. For International travel, the name on the reservation must be EXACTLY as it appears on the traveller’s passport. This is to ensure smooth check-in procedure at airport.

What will I get via email after make reservations?

You will get Mayflower booking itinerary and E-ticket. If you book for AirAsia Airline, you will get Mayflower booking itinerary and travel itinerary (from AirAsia).

What is an E-ticket?

E-ticket (electronic tickets) is a paperless electronic document with all the flight details. You can print the same and carry it along with you at the airport counter to check-in for your flight. There are 2 different codes in E-ticket:
1. Reservation Code : For Mayflower internal use only.
2. Airline Res Code : You may provide this code to Airline Company to check on your flight booking.

How do I get my e-ticket details?

Your e-ticket details will be sent to your email address, which you have provide or registered with us, when you made your reservation. Please contact our customer support immediately if you did not receive any e-ticket details after purchased from our website.

What is AirAsia travel itinerary?

AirAsia travel itinerary (electronic tickets) is a paperless electronic document with all the flight details. You can print the same and carry it along with you at the airport counter to check-in for your flight. You may provide this code to AirAsia to check on your flight booking.

How can I retrieve my Booking Reference and check my flight booking status?

There are 2 different References in our booking confirmation.
1. Mayflower Booking Reference : For our customer support team to check on your flight booking.
2. Airline Reference : For Airline Company to check on your flight booking.

I’m travelling with my family. How can we be seated together?

Airline will offer seats next to each other of passengers who are on the same flight reservation. However, depending on the flight availability, we are not able to guarantee this.

Booking Changes

Can I make changes for flight schedule?

All amendments is subject to ticket terms & conditions and seat availability. There will be airline penalty, fare & taxes differences and Agent Handling Fees.
Kindly email to cs@mayflower-group.com for further assistance.
If is urgent case, kindly contact the hotline shown in Mayflower Booking Reference.

Can I change my destination once I have made a booking?

We do not allow any change to your departure destination airport once the booking has been made.

Can I change my booking?

All amendments is subject to ticket terms & conditions and seat availability. There will be airline penalty, fare & taxes differences and Agent Handling Fees. Kindly contact our customer support and we will assist you further on. If is urgent case, kindly contact the hotline shown in Mayflower Booking Reference.

Can I change my booking after checking in online?

No, only tickets with the status “Open” can be changed online. If you wish to rebook a checked-in flight, please contact your service centre as quickly as possible.

Can I amend traveller's name?

All amendments is subject to ticket terms & conditions. Please drop us email at cs@mayflower-group.com with IC and passport copy. You need to bear the penalty expense and handling fee for fare difference.

How if I book wrong booking and I wish to change?

Cancellation & Refund

What happens if I wish to cancel my flights and get a refund?

If you wish to cancel your flight, you may request by sending us an email regard the cancellation to our customer support email: cs@mayflower-group.com. Cancellation charges depend on the airline, sector, class of booking, and time if cancellation. To know what’s applicable in your case, check the fare rules mentioned on the booking page when you’re making your reservation. We strongly recommend that our customers take out comprehensive travel insurance at the time of booking to cover for unforeseen eventualities that may prevent you from travelling as planned. All refund must be processed through Mayflower Holidays.

Do I always get a refund for flight cancellation?

No, it is depends on which airlines you booked. Different airlines have different airline’s policy. All promo tickets are non-refundable.

What happens if my flight is cancelled?

If the flight you booked got cancelled, you are entitled to a full refund, in most cases. Please send an email to us on cs@mayflower-group.com along with your booking reference ID and if you mention that your flight was cancelled, we will make sure you get a full refund, after verifying the same with the airline.

The airline I booked has suspended its operations. How do I claim my refund?

The refund is such scenarios depends on the airlines. Please click on “Contact Us” and allow us to help you.

Hotel Booking

How to book hotel through Mayflower Holidays?

Step 1: Filling in your preferred country / city, check-in date, check-out date and number of guest when you make a search, and click on “Show Me!”
Step 2: Select your preferred hotel
Step 3: Fill up your personal details
Step 4: Select your add-ons (optional)
Step 5: Continue to make payment
Step 6: Once payment succeeded, a booking confirmation with Mayflower PDF itinerary will be sent to your email
Step 7: Use the Mayflower PDF itinerary for hotel check-in.

Can I make a booking for a check-in date of today on the Mayflower website?

No, our website only allows booking 2 days in advance when you make a search.

Can I search specific hotel for certain destination?

Yes, you can filter by property name after make a search.

How can I choose the best option for my hotel booking?

You can filter by TripAdvisor rating, best deal, property ratings, and property name.

I cannot find or see a particular room type offered on the hotel page. Can you help?

All the information you see on the pages of a particular hotel is supplied by the hotel itself. We at Mayflower Holidays do not have any additional information available.

How can I find the hotel information?

The hotel info is shown under hotel page. For example, location, check-in/out time, check-in instruction, description, guest rating, hotel amenities, policies, and other extra information. You can know the nearby foods and places based on Trip Advisor, one of our global partners.

Where can I find out the maximum number of guests for each room?

After click “Select your room”, the maximum number of guests the room can accommodate is shown on the hotel page, which including guests who may incur extra person fees.

Is the hotel rate under hotel search page is all-in price?

No, all hotel rate shown is tax exclusive and based on average night. If you wish to view in all-in fare, you can tick include tax and total price (all nights) under price setting.

Does the all-in price include breakfast?

It depends on the hotel policy and type of room. You can contact our customer support if you want to further clarify about it.

Can we accommodate more than two guests in one double room?

Most hotels allow additional guests to stay in a room for an extra charge as long as the room doesn’t exceed the maximum number of guests allowed per room. If you book a room that cannot accommodate your group, the hotel may cancel your reservation or require that you book additional rooms. If you have doubts, check directly with your hotel for their extra-guest charges and the maximum number of people allowed in the room you’ve booked.

Tell me more about tourism tax.

Tourism tax is an additional charges imposed on foreign tourist for hotel rooms. From 1st September 2017 all foreign guests may be levied a tourism tax of MYR10.00 per room/per night. This is accordance with the new law gazette.

Do you offer special discounts (for senior citizens, airlines employees, etc.)?

We provide the best available rates for the dates of your stay. Discounts are already included and therefore it is not possible to have any other discount on the confirmed price.

Can children under the age of 18 book and stay in accommodation alone?

For legal and safety reasons, many hotels do not accept booking from unaccompanied children and we strongly recommend that you contact us prior to booking, as children under 18 may refused accommodation if they arrive without a responsible adult.

What if I need a specific type of hotel room (non-smoking, wheelchair friendly, etc.)?

You may input at “special request” box which at the booking page. However, your request is ultimately subject to availability when you arrive at the hotel.

Do I need to confirm my booking?

No, you don’t. If you really want to, you may contact our customer service at +603-9232-1888 to confirm your reservation. You can also contact the hotel directly if you prefer.

Check-In

Can I ask for early check in?

Early check in is always subject to individual hotels room’s availability. If you need an early check in, you may contact the hotel directly and place.

Can I check in if the booking is under someone else’s name?

No, only the person whose name and valid ID stated in the booking confirmation will be allowed to check in.

Which identity proofs are accepted by hotels?

You can show your passport. For Malaysian staying in Malaysia’s hotels can show IC will do.

Why do some hotels require a credit card imprint on check-in?

This is the standard requirement in most hotels worldwide and is only taken as a precaution, so as to guarantee payment of any incidental charges (such as telephone calls, room service etc.). But on check-out, the hotel will usually give you the option of paying by cash instead.

Booking Changes

Can I change my hotel staying period?

Yes, you can. It may incur additional charges. All the changes are subject to availability.

How if I cannot check-in?

In such case, please kindly contact the hotline shown in Mayflower Booking Reference.

Cancellation & Refund

Can I cancel my hotel booking and get back refund?

Please note that not every hotel reservation can be cancelled. To know what’s applicable in your case, you may refer the hotel’s booking policy mentioned on the booking page while making the reservation. Refund only applicable for refundable room and it may incur cancellation charges.

What is the hotel cancellation charges?

The cancellation charges depend on the hotel, time of stay (‘season time’, ‘offseason’ time), and time of cancellation. Charges may different from hotel to hotel for international hotel transactions.

Complaint

Whom should I contact if I want to make a complaint about a hotel?

We recommend that you contact the reception as soon as you notice a defect, a deficiency or the like, so the staff will get the chance to remedy the situation as soon as possible. All complaints about defects or deficiencies during a hotel stay should be reported directly to the hotel in question.

Car Rental Booking

How to book car rental through Mayflower Holidays?

Step1: Filling in your preferred destination, pick up date, drop off date, and click on “Show Me!”

Step 2: Select your preferred type of car.

Step 3: Fill up your personal details

Step 4: Continue to make payment
Step 5: Once payment succeeded, a booking confirmation with Mayflower PDF itinerary will be sent to your email
Step 6: Use the Mayflower PDF itinerary for car collection.

Car rental available for both domestic and international destination?

Currently, car rental is not available for international destination and only available for certain domestic destination (Langkawi, Kuala Lumpur, Penang Bayan Lepas, Kota Kinabalu, Senai Johor Bahru).

What type of rent car available in Mayflower website?

Sedan, MPV, Mid-Sized Sedan, Compact Sedan and SUV.

How can I choose the best option for my car rental booking?

You can filter by number of seater and vehicle name.

Can I make a car rental booking for a pick up date of today on the Mayflower website?

No, our website only allows booking 2 days in advance when you make a search.

What document should I presented upon pick-up my rental car?

You need to present Mayflower booking itinerary upon pick up the rental car.

Special Pick-up Instruction: The credit card used to book the reservation must be presented by the cardholder during pick-up. For more details, please contact the office using the information on the reservation confirmation received after booking

Other enquiry about the booking made?

Mayflower Holidays welcome enquiry and aims to address it to customer’s satisfaction. Please make contact via the following channel:

General
i. E-mail: mcr-carhire@mayflower-group.com
ii. Telephone: 1800 88 1688 (Monday to Friday 0830-1800 and Saturday 0830-1300)

Airport Counter (KUALA LUMPUR INTERNATIONAL AIRPORT)

i. E-mail: mhklia@mayflower-group.com

ii. Telephone: 03-8787 3850 , 03-8787 3851, 03-8787 3849

iii. Location: 15, Covered Car Park, Ground Floor, Block D Building, KLIA

Airport Counter (KUALA LUMPUR INTERNATIONAL AIRPORT 2)

i. E-mail: mhklia@mayflower-group.com

ii. Telephone: 03-8787 8401, 03-8787 2198

iii. Location: Lot1-06, Level1, Gateway @ KLIA2, Terminal KLIA2 International Airport, Jalan KLIA2, 6400 KLIA

Pick-Up and Drop-Off

Where is my pick-up and drop-off rental location?

You can choose to pick-up and drop-off at airport or Mayflower branch. Please click here for more details. However, you can request by call / email us to deliver, pick-up or return other than rental location and agree with additional charges.

Is there any additional charges for delivery, pick-up and drop-off other than rental location?

Yes, the additional charges depending on locations. Please contact relevance Mayflower branches in advance for arrangement if you are dropping off at a different location.

What is the pick-up time and drop-off time?

Peninsular Malaysia: 8:30am to 6:00pm

East Malaysia: 8:00am to 5:00pm

In which case I need to pay for non-operating hours / out of hours charges?

When you request to deliver or collect the rental vehicle at a time which is beyond Mayflower Car Rental’s business hours, which is 8:30am to 6:00pm (Peninsular Malaysia) ; 8:00am to 5:00pm (East Malaysia), you are require to pay for additional RM50 (exclude 6% SST) per hour, maximum of RM100 (exclude 6% SST).

Booking Changes

Can I make changes for my car rental booking?

In the event that you make any amendments to your booking (including, but not limited to, cancellations, refunds and amendments), paid amount will be refunded into your member's account in the form of 'Travel Wallet'.

Cancellation & Refund

What happens if I wish to cancel my booking?

If you wish to cancel your car rental booking, you may request by sending an email regard the cancellation to our customer support email at cs@mayflower-group.com .

Can I get a refund for booking cancellation?

Mayflower Holidays Sdn. Bhd. reserves the absolute right to charge you an administration fee of not more than RM100 per person to cover the administration costs incurred by Mayflower Holidays Sdn Bhd should you insist to refund in cash form.

More policies here - Mayflower Cancellation Policy

What happens if my flight is cancelled and I not able to reach the destination. Can I request for refund?

Yes, paid amount will be refunded into your member’s account in the form of ‘Travel Wallet’. Please contact our customer service at 03-9232 1888 or email at cs@mayflower-group.com.

Concert Ticket Booking

Can I just purchase concert ticket through Mayflower Holidays?

Unfortunately, you will need to bundle concert ticket with any products that’s available on our website (Hotel / Flight / Flight+Hotel / Travel Wallet).

Is there any fixed packages?

No, concert package are not fixed packages, the concert package available for:
>flight + concert ticket

>hotel + concert ticket

>flight + hotel + concert ticket

>travel wallet + concert ticket

How to book concert packages through Mayflower Holidays?

There are two (2) options:

For Flight/Hotel/Flight+Hotel

Step 1: Search & select your preferred flight/ hotel/ flight+hotel
Step 2: Fill up your personal details
Step 3: Select your preferred concert
Step 4: Choose your favourite category from the drop-down list
Step 5: Click select to proceed to make payment
Step 6: Once payment succeeded, a booking confirmation with PDF itinerary will be sent to your email
Step 7: Print out your booking confirmation & get your ticket redeemed

*An average spending of RM300 per pax on flight/hotel/flight+hotel will be entitled to purchase 1 concert ticket.

For Mayflower Travel Wallet

Step 1: Select your preferred concert
Step 2: Choose your preferred category (limited to 2 tickets per account, each ticket is to purchase with a minimum RM120 reload in Mayflower Travel Wallet)
Step 3: Login or register a Mayflower account, proceed with your selection
Step 4: A booking confirmation will be sent to your email
Step 5: Print out your booking confirmation and redeem on the concert day

Can I request for continuous seat for numbered-seat concert ticket?

Our system will auto-generate the “Next Best Seat” upon confirmation of purchase. However, we cannot guarantee on the continuous seat.

What is the maximum amount of concert tickets can be purchase per transaction?

For Flights/ Hotels

Total quantity of concert ticket is based on total spending and number of guests. An average spending of RM300 on flight/hotel will be entitled to purchase 1 concert ticket.

Scenario1:
When a customer placed 2 adults when make a flight / hotel search with amount of RM601, he / she is entitled to purchase 2 concert tickets.

Calculation: RM601/2=RM300.50

Scenario 2:
When a customer placed 2 adults when make a flight / hotel search with amount of RM598, there will be no concert ticket available as the average amount of RM300 has not reached yet.

Calculation: RM598/2=RM299.00

For Travel Wallet

For those who reload travel wallet, there will be a maximum of 2 concert tickets per transaction each time. Each RM120 travel wallet reload entitle you to purchase 1 concert ticket.

Ticket Collection

How can I collect my concert ticket?

You can choose to collect concert ticket on the concert day itself at the concert venue or alternatively, you can collect concert ticket before concert day at Menara Mayflower, HQ on specific time.

What document should I present upon collection of ticket?

Kindly present your booking itinerary upon collection.

Can I ask someone collect on behalf of me?

Yes, please make sure the person bring along the booking itinerary upon collection of ticket.

I am staying oversea / other states in Malaysia. Can I ask for courier my concert ticket?

No, we do not allow courier service for any concert ticket. It is to make sure that any unexpected matter happened. We will suggest you to collect concert ticket on the concert day itself. We will have Mayflower booth at the concert venue.

General Info

What is Flexiroam X?

Flexiroam X is a thin microchip that is attached to your existing SIM card and enables you to access Flexiroam’s low cost data roaming whilst overseas, connecting you to the local networks. It is an easy one-time application to overcome the hassle of switching SIMs every time you travel.

How can I use my Data?

To start using your Data, purchase a Starter Plan which comes with a FREE X Microchip. The Starter Pack contains an X-Microchip that enables you to use mobile data in over 100 countries.

How does this product work?

To use Flexiroam X, you will have to apply the microchip on the top of your existing SIM card and activate it through the Flexiroam X mobile app. After that, you can easily switch to Flexiroam X network when you travel and switch back to your home network when you return.

Can I still receive phone calls from my number?

After you've switched to Flexiroam X network, you will not be able to receive phone calls. This protects our users from being charged by their home telcos. However, users can use any applications that requires data and make calls with them.

Does the microchip read our data behavior?

No, the microchip only serves to switch between Flexiroam X network and the home network, allowing users to connect to Flexiroam partnered network operators.

What if the microchip is damaged, applied wrongly or lost?

Please contact support@flexiroam.com to request for replacement.

Can I use the FLEXIROAM X microchip with an inactive (expired or terminated) SIM card?

Theoretically, it will work on inactive SIM card, but it’s not something that we would suggest our users to do. If you happen to stumble upon the issue where by it says ‘Undetected SIM’ please remove the microchip and contact our support team for a replacement.

Do you have customer service?

Yes we do. You can call on +60326318181, Whatsapp to +60192912692, or email support@flexiroam.com.

Does Flexiroam X work well with a Nano SIM? Will it affect my SIM card?

Flexiroam X works with Nano SIMs, as long as they are not cut from micro or regular sizes. It will not affect your SIM as it is just a thin microchip that sticks on your SIM card.

What is Data Plan Validity?

Your Data Plan is valid for the duration stated. At any time you purchase a Data Plan that has a longer validity than your current plan, the validity will follow the Data Plan with longer validity. Data Plan validity starts from the date of purchase.
Example 1: Your current data plan is valid till 30 May 2017. If a 1GB Data Plan (90 days validity) is purchased on 25 May 2017, your new plan validity will be 23 Aug 2017.
Example 2: Your current data plan is valid till 1 Feb 2018. If a 500MB Data Plan (30 days validity) is purchased on 25 May 2017, your plan validity will remain 1 Feb 2018.

If I lose the X Microchip along with my SIM card, will I be able to request for a replacement and cancel the previous Flexiroam microchip?

Yes, please get in touch with support@flexiroam.com to arrange for a replacement. Please do include your name, mobile number, address and the issue that you're facing.

What data speeds will I get when traveling?

We have 3G coverage in over 120 countries and 4G coverage in 56 of those countries. We would recommend that you download the Flexiroam X App from Google Play or Apple App Store to see the complete list.

Do I get courier charges for microchip replacements?

First replacement is free subsequent ones are chargeable.

Will the X-Microchip affect my ability to make calls, receive SMS or access data on my existing network?

No, the X-Microchip does not affect your existing network or call plan in any way when not switched on. When Flexiroam X is active (switched on), you will only have access to roaming data networks via the selected roaming partners in the countries you are in at that moment. You will not be able to receive calls, SMS or access data through your home telco provider while the Flexiroam X is switched on. Just switch back to your home SIM to go back to your existing network.

What devices is the Flexiroam X compatible with?

The Flexiroam X is compatible with any unlocked internet enabled iOS and Android mobile devices with any SIM sizes. Please check with your local service provider if you need to unlock your device to enable network service by other telco providers. Note that the Flexiroam X-Microchip will not work on Nano SIMs cut from micro or regular SIM and micro SIMs cut from regular SIM due to the thickness of the SIM.
Known incompatible devices:
• Redmi Note 2
• Mi 4i
• Samsung Galaxy Note 5
• Sony Xperia M5
• Sony Xperia M5 Dual
• Sony Xperia C5

Flexiroam X App

What is Flexiroam X App?

Flexiroam X App gives travelers the convenience of international roaming data without having to queue up in a foreign country to purchase overseas SIMs, or recharging and changing SIMs. Flexiroam X also provides affordable internet data packages if users wish to recharge data quota in a rush.

Where do I download the Flexiroam X app?

You can download the Flexiroam X app from iOS App Store and Google Play store.

Can I use the Flexiroam X app without a Flexiroam X microchip?

Yes, but you will not be able to enjoy low cost roaming data without the X Microchip. The Flexiroam X app will allow you to:
• Subscribe to Flexiroam X Data Plans.
• Check your data balance.
• Recharge your data balance at an attractive rate.
• Make international calls to mobile or fixed lines. Without the Flexiroam X Microchip, you will not be able to utilize any data you have accumulated in the Flexiroam X app.

Do I have to create an account to use the app?

Yes, to use all the features in the app, you will need to register and create an account.

How to remove the Flexiroam X-KIT from notification drawer?

1. Go to the SIM Toolkit (the place where you do the switching between Home SIM and FlexiroamX).
2. Select Flexiroam X-kit > About > X-Notification > Choose *Off*.

What payment methods are available via the app?

You can pay via credit/debit card. Available for Visa and Mastercard.

What currency will I be charged in?

All transactions will be conducted in USD.

Will the data that I've purchased expire?

Data purchased will be valid according to the purchased plans. You may check the validity of your data in the Flexiroam X app.

Usage Overseas

What data speed will I expect when roaming with Flexiroam X?

You can expect up to 4G data speed in 4G enabled countries.

Will I be able to use Flexiroam X in the country I am travelling to?

You will be able to use Flexiroam X when you travel to any of our supported countries.

What happens when I run out of my data allowance?

You can easily purchase the Xtra Data Plan in the Flexiroam X app at an attractive rate.
Redeem free data through events/promotional giveaways or weekly giveaways*.

Is there a risk of accidentally using my original Telco’s roaming data while overseas?

No, when you have Flexiroam X enabled/toggled on, it will only consume data from your Flexiroam X allowance. In order to use roaming data from your original Telco, Flexiroam X must be disabled/ toggled off.

Can I use Wi-Fi when I’m roaming with X?

Yes, your phone’s Wi-Fi functionality will not be affected by Flexiroam X.

Will I be able to receive calls or SMS while using X overseas?

No, to receive calls or SMS on your personal number, you will need to disable/toggle Flexiroam X off.

Why is my data diminishing so fast?

First, check if you have any applications or updates running in the background. If you believe that your data balance is incorrect, please contact us at support@flexiroam.com.

Troubleshooting

How to Sign Up?

1. Launch the app on your mobile device and select "Sign up / Login".
2. Select one of the options (Google, Facebook, Email) to register.
3. Done!

How to Log In?

1. Launch the app on your mobile device and select "Sign up / Login".
2. Select the option (Google, Facebook, Email) that you have used to register your account.
3. You are in!

Unable to Receive Notifications/Notifications Are Not Shown on Lock Screen.

Allow notifications from Flexiroam X App when installed. For Android, you need to allow the App to receive notifications on your Settings. For iOS user, go to Settings, select ‘Flexiroam X App’ and enable notifications and choose your preferences.

Unable to Update the App / The App Is Not Accessible.

Did you disable update for the Flexiroam X App? You might have to check permissions to allow the app to access the network/phone data in your settings.

The Microphone Is Not Working / Other Users Can't Hear Me.

Allowed Flexiroam X app to access to microphone under permissions when you installed it.
(Android)You might need to check permissions in settings to allow the app to use your Phones Microchip.
(iOS) Open the settings, scroll down until you find "Flexiroam X App".
Make sure that microphone is enabled and choose your preferences.
Did you drop your phone or did your phone get damaged recently, where the microphone might have been faulty?

Unable to Hear Others / Speakers Not Working.

Allow Flexiroam X App to access speakers under permissions after the X Microchip is installed.
For Android, allow permissions in Settings for the App to use your Phones Microchip.
For iOS user, open Settings, select Flexiroam X App and ensure the speakers is enabled and choose your preferences.

Promo Code Failed.

Check the expiry date for the Promo Code.
Check if the Promo Code is applicable for all accounts, or it’s for specific accounts (New accounts).
Did you enter the promo code correctly?
Check T&C for the Promo Code usage.

How to Setup APN For Android?

1. Go to Settings.
2. Select More Networks.
3. Select Mobile Networks.
4. Turn On Data Roaming and Mobile Data.
5. Select Access Point Names.
6. Add a "New APN".
7. For "Name:" section type in flexiroam.
8. For "APN:" type in flexiroam.
9. Leave the rest as it is.
10. Save the newly created APN.
11. Select the newly created APN; flexiroam.

How to setup APN for iPhone?

1. Go to Settings.
2. Tap at Cellular/Mobile.
3. Turn on Data Roaming and Cellular or Mobile data.
4. Turn off EU internet.
5. Tap at Cellular Data Network or Mobile Data Network.
6. At "APN:" section, type in flexiroam.
7. Leave the rest as it is.
8. Tap at Cellular Data Network or Mobile Data Network; left top corner of your phone.

Which network should I connect to use my Flexiroam X data plan?

By default the Flexiroam X microchip will automatically connect to the strongest signal from the available operators; our providers. But in the event that you are not satisfy with it you may manually change it accordingly. Full list is in the Flexiroam X App, under Coverage.

Purchasing Xtra Data Plans

Why does the Flexiroam X App not showing “Get Xtra Data” option in the app dashboard?

1. You have purchased the first time Starter Plan.
2. You have scanned the Flexiroam X microchip that you received with your Starter Plan purchase.

Why does the App show "Invalid card"? My Card is Valid and I have checked with my bank on the validity?

Kindly check with your bank, if online transaction is enabled for your credit/debit card.

How to purchase Xtra data plans (Without existing credit/debit card details)?

1. Tap on "Get Xtra Data" in the App Dashboard.
2. Select the package you wish to purchase.
3. Tap "Confirm Order".
4. Enter your credit/debit card details.
5. Tap "Confirm and Pay".

How to buy extra data (With existing credit/debit card details)?

1. Tap on "Get Xtra Data" in the App Dashboard.
2. Select the package you wish to purchase.
3. Tap "Confirm Order".
4. Select your credit/debit card.
5. Tap "Confirm and Pay".

Can I purchase Xtra Data plans for another account?

At the moment you cannot purchase Xtra Data for a different account and vice versa.

Payment Unsuccessful.

In most cases, we are unable to process a transaction if:
• Your card has expired.
• The card billing address has been changed.
• Insufficient funds in your account.
• Your bank doesn’t allow recurring charges.
• Your card is not authorized to make online transactions.

What are the available channels to purchase Xtra Data plans?

You can only purchase via the Flexiroam X App with your credit/debit card.

Any restrictions on the purchased data?

No restrictions on the data, you can use the data for data voice calls, data messaging, emails and etc.

Does extra data get throttled?

No, Flexiroam X data will not be throttled.

How to Make Calls with Flexiroam X App

Why does outgoing calls show a different number?

You will need to verify your mobile number in order for your number to be shown on the receivers end when you call.

How do I verify my number?

1. Tap on Call (second to last options).
2. Tap on "Add your Caller ID".
3. Tap on "Verify" when prompted.
4. Enter your mobile number and tap on "Continue".
5. You will see your 6-digits code.
6. Do expect to receive a call within 1 minute.
7. During the call “Key in the 6 – digit code” when prompted by the operator.
8. Your caller ID will be verified once the process is done successfully.

What are the call charges?

1. If you have an active Data Plan, the call rate per minute is 10MB.
2. If you do not have an active Data Plan, the call rate per minute is 50MB.

Can I receive calls with Flexiroam X App?

Not at the moment, but we are striving to bring the feature to you very soon.

Can I call Toll Free numbers?

No, calling Toll Free numbers is not allowed with Flexiroam X app.

Can I search for contacts?

Yes, your saved contacts will be loaded into the Flexiroam X App automatically.

How long does the call take to connect?

This is dependent on your network signal, it should take less than 10 secs with 3G/4G network.

What's the minimum data balance I need to make calls?

You need a minimum of 100MB to make calls (with or without membership subscription).

Will my Home SIM card (Local SIM card) be charged?

No, there will be no charges to your Home SIM for calls made through Flexiroam X app.

Can I purchase a number for receiving calls in Flexiroam X App?

No, this feature is not available in the Flexiroam X app.

Coverage

Which countries is under Flexiroam coverage?

Albania
Anguilla
Antigua & Barbuda
Argentina
Armenia
Australia
Austria
Azerbaijan
Bangladesh
Barbados
Belarus
Belgium
Belize
Bolivia
Brazil Brunei
Bulgaria
Canada
Cayman Islands
Chile
China
Colombia
Croatia
Cyprus
Czech Republic
Denmark
Dominica
Ecuador
Egypt
El Salvador
Estonia
Faroe Islands
Fiji
Finland
France
French West Indies
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guatemala
Hong Kong
Hungary
Iceland
India
Indonesia
Iran
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Kazakhstan
Kenya
Kuwait
Kyrgyzstan
Laos
Latvia
Liechtenstein
Lithuania
Luxembourg
Macau
Macedonia
Malaysia
Malta
Mexico
Moldova
Mongolia
Montenegro
Montserrat
Myanmar
Nepal
Netherlands
Netherlands Antilles
New Zealand
Nicaragua
Nigeria
Northern Cyprus
Norway
Pakistan
Panama
Papua New Guinea
Peru
Philippines
Poland
Portugal
Qatar
Romania
Russian Federation
Saint Kitts & Nevis
Saint Vincent & the Grenadines
Saudi Arabia
Serbia
Singapore
Slovakia
Slovenia
South Africa
South Korea
Spain
Sri Lanka
St Lucia
Sweden
Switzerland
Taiwan
Tajikistan
Thailand
Trinidad & Tobago
Turkey
Turks & Caicos Islands
Ukraine
United Arab Emirates
United Kingdom
United States
Uruguay
Uzbekistan
Venezuela
Virgin Islands British

General Info

How to pick-up and return the device?

The device is to be picked-up/returned at airport according to flight schedule, before departure and after arrival respectively.

What is the operation hour for pick-up/return of the device?

KLIA1 – Tune Talk Kiosk: Level 3 Arrival Hall, Main Terminal Building,KLIA1 (Daily, 24 Hours)
KLIA2 – Tune Store Traveler (Inside): No L2-73A Level 2, Gateway&KLIA2, Terminal KLIA2 (Daily, 24 Hours)

Who should I contact for other enquiry regarding WiFibaby?

i. Mayflower : Customer Support +603-92321888 or cs@mayflower-group.com
ii. WiFibaby : Service Hotline (Whatsapp) +6011-33167228

How long does the battery last for each charging?

All of our pocket Wi-Fi are the latest version. For each charging, the battery can last from 5 to 10 hours.

How many people could share the Wi-Fi hotspot at the same time?

Most of our pocket Wi-Fi could spontaneously connect to 5 devices with recommended distance of within the range of 15 meters.

Is it necessary to bring along with a portable charger?

No, it is not a must.

What is Pocket Wi-Fi? Can I use it in mainland China?

It is a portable wireless Wi-Fi transmitter, which turns local network into Wi-Fi signal for cell phone or computer internet access. It could be used in specific destination countries only except mainland China. For login page bounce out, it is normal and please enter password to retry.

Do I need to apply international roaming for overseas Wi-Fi service?

You just simply search and connect your device to our Wi-Fi network (SSID). Some cell phone may not require a phone card. Make sure your cell phone is on with airplane mode.

Is the Pocket Wi-Fi coverage everywhere of destination country?

The pocket Wi-Fi are using local network and covering 95% of the region on average. The connection performance may varied from different areas. For example, suburban areas, subway, highway and continental railway are more likely to be defected.

What should I do if connection failed?

Please follow the instruction leaflet inside the protective bag and re-boot or re-install the SIM card. If there is no changes, please contact us by service hotline, Whatsapp(011-33167228) for aid when you have found a free WiFi spot.

Where can I find the login of pocket Wi-Fi? Can I change the password?

The login details could be found at the back of each pocket Wi-Fi and the surface of protective bag. SSID is the login name; Characters after “KEY” is password. Each pocket Wi-Fi has their unique login. No amendment is allowed.

Deposit & Payment

Will there be deposit for the device?

Yes, RM200 per device (credit card only) upon pick-up of the device from WiFibaby.

When and how will the security deposit be refunded?

Upon return of the device in good condition, the deposit will be refunded into your credit card within 14 and 21 working days.

General Info

Who provides the Chubb Travel Protection cover?

Chubb Travel Protection is underwritten by Chubb Insurance Malaysia Berhad and has been especially designed to cater to your needs.

Who is Chubb?

Chubb in Malaysia is a member of the Chubb Group of Companies®, a global leader in insurance and reinsurance serving a diverse group of clients. Headed by Chubb Limited (NYSE:Chubb), a component of the S&P 500 stock index, the Chubb Group conducts its business on a worldwide basis with operating subsidiaries in more than 50 countries.

Operating in Malaysia since 1948 as a general insurer, Chubb serves a broad cross-section of clients in the corporate, commercial and retail segments. In addition, the company has an established reputation as one of the leading direct marketing providers of Accident & Health insurance. Over the years, Chubb has established strong client relationships by offering responsive service, developing innovative products and providing market leadership built on financial strength.

What is this Chubb about?

Chubb is underwritten exclusively for customers of the master policyholder; it provides you protection from unexpected inconveniences or accident, losing your travel documents and baggage, trip cancellation and other travel inconveniences. Please refer to the Policy Wording for a comprehensive understanding on coverage and benefits.

How can I purchase Chubb Travel Protection?

You may purchase Chubb Travel Protection on http://www.mayflower.com.my when you are making your flight booking/s.

Who can purchase Chubb Travel Protection?

Our travel insurance can be purchased by all Mayflower customers. In the event if the passenger is below the age of 18, his/her guardian can enter into this contract of insurance on behalf of this passenger.
Passengers who are travelling for 45 days or less.

If I am travelling in a group and made flight booking under one booking, will everyone in my travelling party be covered?

Yes, all passengers at the time of departure will be covered.

Can I purchase Chubb Travel Protection if I am not a resident of Malaysia?

Yes

Can business travellers purchase this travel insurance?

Yes, there are no eligibility restrictions for business travelers. This insurance is available to both business and leisure travelers

What are the plans available?

For Short Haul routes, you may purchase Chubb Travel Protection – Short Haul Plan. For Medium Haul routes, you may purchase Chubb Travel Protection – Medium Haul Plan. Chubb Travel Protection is available for both One Way and Round Trip journeys.

Short-haul destinations - Cambodia, Indonesia, Singapore, Thailand and Vietnam.
Medium-haul destinations - Australia, Bangladesh, China, Hong Kong, India, Macau, Philippines, Sri Lanka and Taiwan.

What do I need to do if there are changes to my contact / personal details?

It is important that you inform us of any change of contact and personal details to ensure all communications delivered to you in a timely manner.

Where can I get further information?

Should you require additional information about personal accident insurance, please refer to the insurance info booklet on ‘Travel Insurance’, available at all our branches or you can obtain a copy from the insurance agent or visit www.insuranceinfo.com.my.

If you have any enquiries, please contact Us at:

Chubb Insurance Malaysia Berhad (9827-A)

Wisma Chubb

38 Jalan Sultan Ismail

50250 Kuala Lumpur

Wilayah Persekutuan

TF 1 800 88 2846

F +6 03 2058 3088

E Travel.MY@chubb.com

Where can I get further information?

If you have any enquiries, please contact Us at:

Chubb Insurance Malaysia Berhad (9827-A)

Wisma Chubb

38 Jalan Sultan Ismail

50250 Kuala Lumpur

Wilayah Persekutuan

TF 1 800 88 2846

F +6 03 2058 3088

E Travel.MY@chubb.com

Coverage

When does Chubb Travel Protection coverage take effect?

Flight Cancellation

Flight cancellation is effective upon the Issuance of the Certificate of Insurance and terminates when you commence your journey on the scheduled flight departure date.

Other Coverage

Please refer to our Summary of Benefits to learn about the Chubb Travel Protection benefits and limits and a brief description of what is covered by each benefit.

Also, please read the Policy Wording carefully for the complete details of the terms, conditions and exclusions of the insurance cover.

What are the covers & benefits provided?

Travel Protection provides coverage for travel flights or tour package taken from the master policyholder and is available in two separate plans for international destinations.

Travel Protection – International Return Journey Summary of Benefits

Travel Protection – International One-Way Journey Summary of Benefits

Please read the Policy Wording carefully for the complete details of the terms and conditions of Travel Protection coverage.

Does the Chubb Travel Protection have an age application limit?

You can apply for this travel insurance provided you are above 18 years old at the date of purchasing your flight ticket. Children can also be insured provided that they are residing with you. For children who are above 23 years old, and is a full time student, they can be insured as your dependant.

Can I purchase additional benefits or cover?

Only one Travel Insurance Plan per person may be purchased per trip.

Am I covered for any pre-existing illness?

No. We do not cover any pre-existing conditions i.e. any illnesses or injury for which you have reasonable knowledge of and includes:-

Any condition for which a Physician was consulted or for which treatment or medication was prescribed prior to purchasing the Chubb Travel Protection; or
A condition, the manifestation or symptoms of which a reasonable person in the circumstances would be expected to be aware of prior to purchasing the Chubb Travel Protection.

I am unable to travel due to hospitalization as a result from an accident 1 week prior to my departure date. Am I covered for the cancellation of my flight ticket?

Yes if you satisfy the terms and conditions of the Policy.

The flight cancellation benefit covers the unrecoverable costs of your flight ticket and is applicable for reasons indicated in the policy wording which includes:-

Unforeseeable Bodily Injury, Sickness or death to you or your Family Member.
Compulsory quarantine, jury service, subpoena or hijack.
Cancellation of the flight due to strike, riot and civil commotion.
Unforeseeable circumstances, which are those events or consequences of such events, other than Sickness, Bodily Injury or Death, which could not have been reasonably foreseen or expected by you and/or are beyond your control.
Your residence becoming uninhabitable following fire, storm or flood, which requires your presence at the premises on the scheduled departure day.

What are the major exclusions under this policy?

Wars, revolutions, military or usurped power
Willful or intentional acts, suicides
Childbirths, abortions or pregnancy related conditions
Any pre-existing conditions
AIDS, HIV, venereal diseases
Naval, military or air force service, manual work

Do I have to pay an excess if I make a claim?

No, unlike other Travel Insurance Plans you do not have to pay any excess. We will pay the full benefit amount up to the sum insured if you satisfy the terms and conditions of the Chubb Travel Protection policy.

After purchasing Chubb

Where can I get my full policy wording?

Your Certificate of Insurance and Policy Wording will be sent to you via email shortly after purchasing Chubb Travel Protection.

What should I do if I do not receive my Chubb Travel Protection confirmation?

If you have purchased via http://www.mayflower.com.my website you will automatically receive your Certificate of Insurance and Policy Wording shortly after confirming and making your payment. If you do not receive your certificate of insurance and policy wording, please contact

Chubb Travel Insurance Customer Service

Email : Travel.My@chubb.com

Toll Free : 1 800 88 2846

May I cancel my policy?

This insurance policy is non-cancelable and non-refundable.

Assistance Benefits

What shall I do if I need emergency assistance?

Our Chubb Assistance team is ready to assist you. Please call +603 76283703 (24 hours) anytime night or day. Please click if you like to know more about Chubb Assistance.

What shall I do if I suffer an accident and are admitted to hospital?

Please contact our Chubb Assistance team at +603 76283703 (24 hours). They will be able to arrange for medical bills to be paid directly to the hospital. Please click the link if you like to know more about Chubb Assistance.

Claim

How do I make a claim?

This is fully explained by clicking How to make a claim .

When must I inform you of my claim?

This is fully explained by clicking How to make a claim.

What documents are required to process a claim?

We require a fully completed claim form, together with a copy of your itinerary and/or certificate of insurance. Depending upon the type of claim, supplementary evidence will be required. Further information is provided in how to make a claim and claim checklist. Please click on the link for more information.

How long does it take to process my claim?

We always strive to process claims as quickly as possible. To avoid delay and to ensure your claims is handled efficiently, please complete the claim form in full and submit all required proof of loss documentation.

Please click if you like to know more about how to make a claim and to use the claim checklist as a guide.

How are claims paid?

Claims will be paid directly to the medical service provider or directly to your bank account. All claims are settled in Malaysian Ringgit (MYR).

What are the major exclusions under this Policy?

War, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power;
Engaging in military duty with any armed forces of any country or international authority;
Suicide, or any attempts thereat, suicide pacts or agreement, while sane or insane, self-inflicted injury;
Engaging in pot-holing, professional sports, racing other than on foot or riding or driving in any motor competition;
Engaging in aviation other than as a fare-paying passenger in a fixed-wing aircraft provided and operated by a regularly scheduled airline or air charter company which is duly licensed for the regular transportation of fare-paying passengers or in a helicopter provided and operated by an airline which is duly licensed for the regular transportation of fare-paying passengers, provided such helicopter is operated only between established commercial airports and/or licensed heliports;
Illegal acts of an Insured Person or the Insured Person’s executors, administrators, legal heirs or personal representatives;
The Insured Person driving any kind of vehicle while the alcohol content of his or her blood exceeds the level permitted by law of the country where the accident causing Bodily Injury occurs;
The Insured Person having taken a drug unless it is proved that the drug was taken in accordance with proper medical prescription and not for the treatment of drug addiction;
Pregnancy, childbirth or miscarriage;
Nuclear reaction, radiation, or radioactive contamination;
The Insured Person travelling contrary to the advice of a Physician or for the purpose of obtaining medical treatment;
In respect of any property specifically insured or any claim which but for the existence of this insurance would be recoverable under any other insurance;
Pre-existing medical condition;
Venereal disease, AIDS and AIDS related complex;
On or after the fourty sixth (46) day of the Insured Journey, unless such expenses was incurred as a direct result of accidental bodily injury or Insured illness which occurred prior to the fourth sixth (46) day of such Insured Journey.

Note: This list is non-exhaustive. Please refer to the policy contract for the full list of exclusions under this policy.

Tour Packages

What does "Ground Arrangement" mean?

Services covering the land portion of a trip, such as lodging, sightseeing tours and transfer between airport and hotel. Flight is not included under ground arrangement.

What is a "Seat-in-coach Tour"?

SIC is Seat-In-Coach which is arranged on sharing basis. The shared arrangements could be for the tour arrangements or transfer arrangements. You will share an air-conditioned coach or van with other tourists and you may have an English-speaking tour guide to take you to all the scenic spots listed in the itinerary that day.

What is a "Private Tour?"

A private tour is a tour where all ground services are provided by your very own personal guide, with a private vehicle and chauffeur, exclusively for your party.

What does "Min 2-to-go" mean?

It is the minimum number of pax required travelling at a time on selected packages offered by the tour operator. This may vary according to packages, as some require a minimum of 4 pax or more to operate.

What is "Free & Easy Package"?

Free & Easy package contains hotel accommodation, return airport hotel transfers and daily breakfast. The number of night is varies, depending on the package that we are offering. The return airport hotel transfers are normally on SIC basis.

Are meals included in the packages?

Is subject to the indication in the itinerary.

What is the hotel standard for the package?

All of the accommodations we offer provide private bathroom facilities that include sink, toilet, tub and/or shower. Room types and sizes vary depending on the destination.

Single rooms are usually smaller in size than twins and doubles and have one small bed.

Triples are usually a standard twin/double plus a roll away or sofa bed.

Here is a general guideline for bed types:

Double: 1 double bed which sleeps 2
Twin: 2 twin beds which sleeps 1 in each
Single: 1 single or twin bed which sleeps 1
Triple: 3 twin beds which sleeps 1 in each or 1 double which sleeps 2 and 1 roll away or sofa bed which sleeps 1

Can I bring my family on the tour?

Yes, families are welcome on our tours. However, room configuration will be subject to hotel rules. Some hotels only allow a maximum of 2 adults + 1 child in one room, so in case of bigger families, you may need to book more rooms.

Are the tours suitable for elderly people?

This will depend on the tour and the elderly person themselves. We will need prior notice before booking so we can check whether the the tour can accommodate the person.

What language are the tours conducted in?

Most of our tours are conducted in English, with some exceptions where they are conducted in Mandarin. We will try to accommodate your request for specific language, however this will be subject to availability and extra cost (if applicable)

Do I need passport and visa to travel?

You need a valid passport for travel outside of Malaysia and visa requirements vary by country and nationality. If you hold a MALAYSIA Passport and are traveling to Europe, a visa is generally not required. For Visa Requirements for other countries kindly click below link for more information. If you hold a passport from another country, check with each country you are visiting for the exact passport and/or visa requirements. It is the sole responsibility of each passenger to obtain the necessary documents for travel, including passports and visas.

https://www.imi.gov.my/index.php/en/main-services/visa/visa-requirement-by-country.html

Are the meals provided Halal?

For some packages, meals provided are Halal (kindly refer to the respective itineraries). You may request for Halal meals upon booking. We will try our very hardest to accommodate all dietary requirements but in some out-of-the-way places it can be very difficult to guarantee. We will let you know if there are places on your itinerary where this is the case. Please let us know at the time of booking of any food requirements or allergies and we’ll pass the information onto your leader.

Can I request for Vegetarian meals?

We will try our very hardest to accommodate all dietary requirements but in some out-of-the-way places it can be very difficult to guarantee. We will let you know if there are places on your itinerary where this is the case. Please let us know at the time of booking of any food requirements or allergies and we will pass the information onto your leader.

I am allergic to seafood. Can my dietary requirement be accommodated?

Can I request for a King-sized bed?

All request and bed preference are subject to availability upon check-in.

Is late checkout or early check in available?

Hotel check-in is 2 – 3 pm and hotel check-out is 11 – 12 noon. If you require an early check-in please let us know and we will send request to hotel. Note that additional charges may apply if the hotel is able to accommodate an early check-in request.

Will there be assistance with my luggage at the airport?

No. You will need to tend to your own luggage during arrival and departure.

Are the tours suitable for children?

Most of our tours are child-friendly. Some itineraries have child age restriction (e.g. 8 years above only, etc), so we will need to know the date of birth of your child(ren) prior to booking.

Can I upgrade my room to a higher category?

Yes, with additional charges (subject to availability upon request).

Can I request for a different hotel?

For SIC tours, changes are not allowed, as all passengers are grouped at the same hotel. For private tours, we will try to accommodate the request based on hotel availability. Additional charge may apply.

Do I need travel insurance?

We recommend the purchase of travel insurance to all of our customers to help protect you and your travel investment against the unexpected. For your convenience, we offer a travel protection plan through CHUBB Insurance that you can purchase with your trip. This plan is available to anybody and can be purchased when you book your tour packages.

Can we change / modify the itinerary?

Seat-in-coach tours (SIC) do not allow any itinerary change as the tour moves as a group. Private tours are more flexible, and changes to the itinerary generally can be accommodated with enough notice prior to arrival and additional costs (if applicable).

Can i cancel my tour booking?

Please refer to Terms & Conditions of the specific package for cancellation charges and procedures.

Do you accept late bookings?

All late bookings are on request and must be guaranteed with full payment.

I have children traveling with us, and what will be the price for them?

You may choose to take the child's price at the category of CWB & CNB. CWB is Child With Bed and CNB is Child No Bed.

Child category of pricing is only valid with the minimum 2 adults staying in the same room. Maximum number of child in a room is depending on the each and individual hotel's policy.

If a child staying in a room with only 1 adult, that particular child is paying on the cost of Child Share Twin.

I am not a Malaysian passport holder. Can I join your standard tour packages?

Mayflower tour packages market validity varies by destination (Malaysia market / Asia market / East Asia market / Worldwide market). In the case where your nationality is not covered under our market validity, we will have to quote you the same tour package by requesting the rate based on your nationality. This rate may differ from the standard tour packages.

Travel Wallet

What is travel wallet?

Mayflower Travel Wallet functions as a 'virtual-wallet' to provide all smart travellers an easy booking on their holiday destination. Value amount will be available to your account upon topping up credit into your registered Mayflower’s account. You may accumulate all credits and make payment for your purchases on our available products (flight, hotel, flight+hotel) from Mayflower Website!

How to use travel wallet?

Travel Wallet could be used for purchase at Mayflower website up to a maximum of 100% of total payable.
Example: Let say there is RM100 Travel Wallet in the account. If total payable is RM200, full RM100 Travel Wallet could be used to reduce the amount payable to RM100.

The option to use Travel Wallet will appear at payment page/stage. Member could either choose to use it for present purchase or keep it for future purchase.

Is there any expiry for the travel wallet?

Yes, you need to utilize it within one year after successfully top-up.

How to purchase / top-up travel wallet?

Please refer user guide here.

Can I share my travel wallet to my friends?

No, it is only available for your own Mayflower account.

Can I use my travel wallet to purchase anything available in Mayflower website?

Yes, you can fully utilize the travel wallet to purchase anything which is available in Mayflower website.

Can I check my usage history?

If the travel wallet be refunded if I accidentally booked wrongly?

Yes, please send email to cs@mayflower-group.com to request the refund.

What is the benefit if I use the travel wallet?

You may refer here!

Is there any maximum or minimum amount in travel wallet?

There is no minimum or maximum amount required for travel wallet top-up. It depends on the amount that customer want to put in the travel wallet.

Can anyone use my travel wallet?

No, it is prohibited for anyone to use the customer's travel wallet as it is a private right.

Is there any extra charges if I use travel wallet to purchase products in Mayflower?

No, the customer will be not be charged extra for use the travel wallet.

What should I do if amount in my travel wallet suddenly get deducted?

We recommend that you contact us through general line +603-9232-1888 or send email to cs@mayflower-group.com for further action.

What if my travel wallet is less than my payment amount?

You can choose either top-up your travel wallet equivalent with your purchase amount, or you may use other payment method (credit card/ debit card/ FPX).

Can I use my travel wallet together with my travel credit?

Yes, you can use together. The payment for your purchase will be deducted in the following order of priority:-

The available credit in your travel wallet.
The available travel credit in your account. In this regard, the applicable Cap Limit will be 20% of the balance outstanding amount after deduction of the available credit from your travel wallet.

Is travel wallet exchangeable for cash?

Travel Wallet are not exchangeable for cash, non-transferable and non-refundable.

General Info

What is ROAMING MAN WiFi service?

It is portable device that provides wireless internet access when travelling abroad. It is supported with Cloudsim technology which in short means it could connect to the fastest 4G local network in the area.

How to book the device?

It is available as an Add-On which could be purchased together with flight ticket at mayflower.com.my.

When is the latest time that I could book the device?

At least 1 day before flight departure date.

How long does the battery of the device will last for each charging?

The battery of the device could last from 10 to 12 hours for each full charge.

How many people could use the device at the same time?

The device could support up to 5 users at the same time.

Will there be deposit for the device?

There will be no deposit required for Malaysian. As for foreigner, a refundable cash deposit of RM350 is required upon pick-up of the device, and the deposit will be refunded within 7-14 working days after the device is returned in good condition.

Is it real 4G network?

Yes, it is 4G high-speed internet access, up to 150Mbps downloading and 50Mbps uploading. You may get 3G internet access in some countries, because the service is based on local internet service provider. The device may have weak or no signal at airport, mountain, highway, port, basement, island, high sea, etc. Please restart the device and connect to a network after moving to a more accessible location.

Do I really get unlimited internet data?

Internet data is unlimited, but in some countries, FUP (Fair Usage Policy) may be applied when an user has exceeded a certain amount of data within a specified time period. We recommend to avoid streaming videos or use excessively large amount of data. When the data usage reaches 500MB (standard) / 3GB (premium) within a day (24 hours), connection speed may slow down to 256kbps. However, connection speed will recover to high speed the following day. Each 0:00-24:00 on GMT8 (Malaysia Time Zone) is counted as one completed section of speed limit.

What devices does it work with?

Any Wi-Fi enabled device, such as smartphones, laptops and tablets, will work with our ROAMING MAN WiFi hotspot device. Up to 5 devices may be connected simultaneously.

Do I have to configure anything before connecting to the device?

No configuration is required. Turn on the device, then connect with your device's wifi by selecting the device name. Enter the password located on the back of device.

Can I check my data usage?

Daily data usage may be checked with any mobile browser. Enter 192.168.43.1 into the address window and your daily data usage will be displayed. A user guide with detailed instructions will be included in your ROAMING MAN pouch.

Where will the service works?

It works in the following 130+ destinations:

Asia Countries/Regions: Bahrain, Bangladesh, Brunei, Burma, Cambodia, China, Hong Kong China, India, Indonesia, Israel, Japan, Jordan, Kazakhstan, Kuwait, Laos, Macao China, Malaysia, Mongolia, Nepal, Oman, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, Taiwan China, Tajikistan, Thailand, UAE, Vietnam, Yemen

South America Countries: Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, Peru, Suriname, Uruguay, Venezuela

North America Countries/Regions: Anguilla, Antigua and Barbuda, Aruba, British Virgin Islands, Canada, Cayman, Curacao Islands, Costa Rica, Dominican Republic, El Salvador, Grenada, Guadeloupe, Guam, Guatemala, Haiti, Jamaica, Martinique, Mexico, Nicaragua, Panama, Puerto Rico, Saint Martin, Saint Vincent and the Grenadines, Saipan, Trinidad and Tobago, Turks and Caicos Islands, United States

Africa Countries: Algeria, Angola, Egypt, Ghana, Kenya, Madagascar, Mauritius, Morocco、Nigeria, South Africa, Tanzania, Tunisia, Western Sahara, Zambia

Europe Countries/Regions: Albania, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Isle of man, Italy, Jersey, Land Islands, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, Vatican

Oceania Countries: Australia, Fiji, New Zealand

Does the device’s wifi coverage available at all areas within the country?

The device uses local network and cover most of the area. The connection performance may vary according to different areas such as remote/rural area, subway, highway and continental railway.

Will it work on cruise ship?

It will work at port or on land where there is cell reception, but not at sea far from land (only satellite technology works far from land). It will work when the ship gets closer to port/land and at cruise destination. The closer to land, the better connection it will have.

Will it work on airplane?

Sorry, it will not work on airplane. Only satellite technology works up in the air.

Who should I contact for support, service extension and/or other enquiry?

Mayflower : Customer Support +603-92321888 or cs@mayflower-group.com.

Roamingman : 603-27159971 (Monday – Friday not include Public holiday, 9:30am to 6:30pm) or 6016-3038380 (Whatsapp only, 24-hours) or email enquirymy@roamingman.com

What is standard package?

Standard package provides 500MB 4G-high-speed internet data for each device per day, and then throttle to 256kbps thereafter.

What is premium package?

Premium package provides Unlimited 4G-high-speed internet data for each device per day, and then throttle to 256kbps thereafter.

Pick-up and Return

How to pick-up and return the device?

The device is to be picked-up/returned at airport according to flight schedule, usually about 2 hours before departure and after arrival respectively.

Alternatively on return, the device could be sent to the following address:

UCLOUDLINK SDN BHD

Q Sentral Unit No. 31-20, 2A Jalan Stesen Sentral 5,

50470, Kuala Lumpur, Malaysia

What is the operation time and location for pick-up/return of the device?

Daily, 24-hours.

KLIA – Roamingman Booth at KLIA International Departure Hall Level 5 (Beside McD).

KLIA2 – Roamingman Lot at KLIA2 International Departure Hall Level 3, Sector 2 (Near check-in counter row Y).

How to return the device?

Return at one of the two counters at Kuala Lumpur International Airport where it is picked-up.

Alternatively, please send the device to the following address:

UCLOUDLINK SDN BHD

Q Sentral Unit No. 31-20, 2A Jalan Stesen Sentral 5,

50470, Kuala Lumpur, Malaysia

What if fail to return the device?

The user/customer is responsible for the safety and timely return of the device. If it is failed to be returned on time, or it is lost somehow, the user/customer will be charged for the cost of the device.

General Info

What are Refundable Terms?

Refundable Terms are designed to upgrade the standard refund terms of the customer’s booking to
allow them to apply for a 100% refund should they not be able to attend due to an unforeseen
and/or emergency circumstance.
If the customer is affected by an unforeseen circumstance included in the Refundable Terms, they
will be entitled to apply for a 100% refund directly to their chosen bank account through a simple
online Refund Application Form. This can be any time up to the event/tour/activity/ departure and
even 60 days after if they have not attended.

What is included in the Refundable Terms?

The Refundable Terms include as many circumstances as possible that may prevent each customer from attending their booking, including (but not limited to):

Illness / Injury
Pre-existing Medical Condition
Pregnancy Complication
Death of Immediate Family
Public Transport Failure
Scheduled Airline Failure
Mechanical Breakdown
Jury Service
Court Summons
Home Emergency
Armed Forces & Emergency Services Recall
Adverse Weather
Relocated for Work
Theft of Tickets
Government Travel Ban
Changes to Examination Dates
Emergency Circumstances

Customer can find the full list of Refundable Terms here: https://refundable.me/extended/en/

Please note, the term “emergency circumstances” is designed to include an endless range of situations that the customer could experience to ensure these terms are as broad as possible.

This upgrade comes at a small fee of $XX.XX however as you can never predict any of the circumstances mentioned we would highly recommend to the customer to receive the best service that Protect Group can provide!

How would the customer apply for a Refund?

The Refund Application process is very simple; the customer would visit the online form which will be found in their booking confirmation email. This will be already auto populated for the customer with their booking details and requires them to provide basic information and evidence about their refund reason – all of which info can be found in the Terms and Conditions provided. Once validated by our dedicated Refund Team, the customer will receive the 100% refund directly to their chosen bank account within 4-7 days of form submission.

When can the customer apply for a refund?

The customer may apply for a refund via the online Refund Application Form any time up to the booking (departure) time and even 60 days after, should they have not been able to attend

What happens if their circumstance isn’t included in any of the Refundable Terms?

If the customer feels their circumstance is “unforeseen” and/or classed as an “emergency” then we would recommend the customer to still apply through the online Refund Application Form as the circumstance will be considered by our consumer-centric refund team. If it is not classed as such, the customer’s refund application will likely be denied according to the terms.

What is excluded from the Refundable Terms?

Any circumstance that is not detailed in the T&Cs nor can be considered an unforeseen and/or emergency circumstance would not be eligible for a refund. Please find a list of generic exclusions in our Terms and Conditions under “Specific reasons where refunds will not be provided:”.

We can’t give you a full specific list of exclusions due to the “emergency circumstances” which is handled on a discretionary basis, and as it would restrict our terms. However generally “I don’t want to attend/don’t feel like attending” is not a valid reason for refund.

Refundable Terms do not include if the booking / event is cancelled by the operator / organiser. The Refundable Terms are only applicable to personal unforeseen and emergency circumstances preventing the customer themselves from attending their booking.

Do Travel Wallet and Travel Credit able to purchase Refundable Booking?

Travel Wallet and Travel Credit is unable to purchase Refundable Booking. Therefore, is not get cover by Refundable Terms.Travel Wallet and Travel Credit is unable to purchase Refundable Booking. Therefore, is not get cover by Refundable Terms.

Do Refundable Term cover Chubb Insurance?

Refundable Term did not cover Chubb Insurance.