FREQUENTLY ASKED QUESTIONS

GENERAL

1. What is Journify?

Journify is a travel and lifestyle platform that has various functions for its visitors:

  • DISCOVER – It allows our customers to find information and reviews of the places that they are interested in such as restaurants, entertainment outlets, attractions, shopping malls and more. Some of these places will soon begin offering exclusive deals and coupons that you can use there.
  • PLAN – This is where people can create an itinerary for their future travels. Integrated with the DISCOVER function, you can add whatever place you like to a travel plan and estimate how long your journey will be.
  • SHOP – This is a marketplace where people can buy travel and lifestyle products and services. Customers will get the opportunity to earn Enrich Points when they buy on Journify Shop, and these Enrich Points can be used to redeem various travel and lifestyle rewards via the Enrich platform and even on Journify soon.
2. Where is Journify available?

Journify is available at https://myjournify.com and on the Malaysia Airlines app.

3. Do I need to sign up to Journify to enjoy these features?

You can freely browse our content and make a purchase on Journify. However, to earn Enrich Points, you will need to sign up for an Enrich account. If you are an existing Enrich member, you can sign in with your Enrich login details directly.

4. Is Journify a new product by Malaysia Airlines?

Journify is a new product of the Travel Solutions business under Malaysia Aviation Group which aims to be a travel companion for the customers by simplifying their travel needs. Currently, Journify is hosted on Malaysia Airlines website and mobile app.

5. I have seen the Journify website. Is this all?

There will be more features coming soon, as we progress. This is currently a Beta version, and we welcome any suggestions or feedback on how we can improve your experience. You may send in your feedback at https://journifyshop.malaysiaairlines.com > Support > Contact Us.

DISCOVER & PLAN

1. What is Discover?

DISCOVER is a feature available on both our website and app that customers can use to find information and reviews of the places that they are interested in such as restaurants, entertainment outlets, attractions, shopping malls and more.

2. What is Plan?

PLAN allows customers to create an itinerary for their future travels. Integrated with the DISCOVER function, you can add whatever place you like to a travel plan and estimate how long your journey will be.

3. Why can’t I plan a trip via the website?

At the moment, this feature is only available via our mobile app. Please download the Malaysia Airlines mobile app, click on the Journify icon and click on PLAN to create a travel plan.

4. Can Journify recommend an itinerary for me?

Yes, we are looking to add that feature very soon and you can forward to recommended itineraries including articles on the best places to eat, visit and more to plan your next trip.

JOURNIFY SHOP

1. How do I access the Journify Shop?

You can go directly to https://journifyshop.malaysiaairlines.com to browse and purchase any items we have in store.

2. What can I buy on Journify?

There are over 10 categories of products and services from various brands that you can buy on Journify today. More brands will be added on a regular basis, so you can look forward to getting all your travel and lifestyle needs on one platform.

3. How do I make a purchase on Journify?

Shopping on Journify is simple. Just follow the steps below to make your purchase:
Step 1: Add to cart
Browse our range of products/services and add them to your cart.
Step 2: Checkout
Fill in your details, confirm your order and proceed to payment.
Step 3: Receive confirmation
Once your order is placed, you’ll receive a confirmation via email.

4. Can I purchase items on Journify via the Call Centre or walk-in to Malaysia Airlines ticketing offices?

No, Journify is an online platform, and all purchases must be made at https://journifyshop.malaysiaairlines.com

5. Why should I purchase on Journify?

Every Ringgit you spend on Journify allows you to earn Enrich Points. These Enrich Points can then be used to redeem flights, hotel stays, F&B vouchers via the Enrich platform. You’ll also be able to redeem these Enrich Points for more travel and lifestyle products and services via Journify at a later stage.

6. What payment options are available on Journify?

Currently, we only accept payments via online banking and Visa/Mastercard credit and debit cards.

7. Are there any additional charges?

Signing up as an Enrich member on Journify is completely free. However, there could be additional charges for delivery, warranty or anything extra depending on the terms and conditions set by our merchants for the product or service you purchase.

8. Where can I view the Product T&C (Terms & Conditions) before making a purchase?

The merchants will provide the terms and conditions on their product pages. Please read and understand them before you make a purchase.

9. Can I make a purchase on Journify for my family and friends?

Yes, of course. All good things must be shared, and you are more than welcomed to purchase and send them to your family and friends.

10. Is Journify available to customers outside of Malaysia?

Yes, you can purchase the items on Journify from outside of Malaysia. However, delivery is only available within Malaysia at the moment. The terms of delivery are subject to our merchant’s terms and conditions.

11. Can I make a purchase on Journify using other currencies?

No, all transactions must be in Malaysian Ringgit.

12. Can I purchase multiple items in a single transaction on Journify?

Yes. You can purchase as many products as possible/services at one time via the Journify website and mobile app.

13. Why does my order status say COMPLETED when I haven’t received my order yet?

The COMPLETED status means that your payment is completed, and your order has been sent to the merchant. You will receive a tracking notification from the merchant once your item has been shipped.

1. Why is the shipping fee so high?

Journify does not determine the shipping fee as it is set solely by the merchant and is based on the cost that they incur to ship their products.

2. How do I track my order?

Orders are handled directly by our merchants. Once your item has been packed and shipped, you’ll receive a tracking notification from the merchant via email/sms.

3. How long will it take for my order to arrive?

Delivery for all products on Journify is handled directly by our merchants. As such, delivery times may vary depending the terms and conditions set by our merchants on their product pages. Please read and understand the terms and conditions before you make a purchase.

1. Can I return/exchange my purchase?

Yes, this is subject to terms and conditions set for the specific product or service you have purchased and must be notified within 3 days upon receipt. Notifications received after 3 days will not be eligible for return/exchange. Please read and understand the terms and conditions on the product page before you make a purchase.

2. Can I ask for a cash refund if I am not satisfied with my purchase?

All items are not refundable for cash unless otherwise stipulated in the terms and conditions set by our merchants.

1. Do I need to be an Enrich member to purchase on Journify?

Anyone can make a purchase on Journify. However, to earn Enrich Points for every Ringgit you spend, you will have to sign up or log in as an Enrich member before you make the purchase. Any claim to Enrich Points without signing in prior to purchase will not be eligible.

2. How many Enrich Points can I earn?

RM4 = 1 Enrich Point. This applies to all transactions on Journify unless otherwise stated in the terms and conditions of specific products and services. The more you spend, the more Enrich Points you’ll have to redeem for rewards and privileges via the Enrich platform and even on Journify soon. Any purchase made without signing in to your Enrich account will not be eligible for Enrich Points.

3. Do the Enrich Points expire?

Yes, the Enrich Points have a validity period of three years.

4. If my items are returned and replaced, will I still earn Enrich Points?

Yes

5. If I am asking for a refund from the seller, will my Enrich Points be forfeited?

Yes, if the seller agrees to a refund, your Enrich Points will be forfeited.

6. Can I use Enrich Points to redeem products/services on Journify?

This feature will be made available soon. For now, you can use your Enrich Points to redeem for flights, hotel stays, food, and dining vouchers and more via the Enrich platform. Learn more at www.malaysiaairlines.com/enrich.

1. What is Journify2U?

Journify2U (J2U) is a flagship experience where you can shop on Journify and have your items delivered to you at the boarding gate of Kuala Lumpur International Airport (KLIA). Later on, you may also choose to self-collect at various locations within the airport.

2. How do I order something with Journify2U?

You can browse and make your purchase under the Journify2U category at https://journifyshop.malaysiaairlines.com or via the Malaysia Airlines app. Kindly place your orders at least ONE day before your flight (by 9pm GMT+8). If the order is placed after the cut off time, the service may not be available for you. Orders are currently only applicable for Domestic flights.

3. How long before departure must I make my order?

Kindly place your orders at least ONE day before your flight (by 9pm). If the order is placed after the cut off time, the service may not be available for you. Orders are currently only applicable for Domestic flights.

4. What can I order on Journify2U?

Currently, only food and beverage options are available under Journify2U. Please visit https://journifyshop.malaysiaairlines.com and browse the Journify2U category for more details. Kindly place your orders at least ONE day before your flight (by 9pm). If the order is placed after the cut off time, the service may not be available for you. Orders are currently only applicable for Domestic flights.

5. If I cancel my order, will I receive a refund?

No, at this moment, no refunds will be allowed unless we are unable to fulfil your order due to a flight disruption.

6. If I am asking for a refund in the event of a flight disruption, will my Enrich Points be forfeited?

Yes

7. What happens to my order if my flight is cancelled/rescheduled?

If your flight is cancelled or rescheduled, please inform us about your new flight time and date immediately via the Contact Us form at journifyshop.malaysiaairlines.com > Support > Contact Us.

8. How will I get the items I purchased via Journify2U?

The Journify2u team will deliver your item(s) to the boarding gate 50 mins before your departure time. Please ensure you arrive at the boarding gate at least 60 mins prior to your departure time.

At boarding gate:

  • Our staff will make an announcement on the Journify2U order delivery.
  • Show your boarding pass to the Journify2U staff for verification.
  • Collect your item.
9. Is there a pick-up option available for the customers?

For now, items will be delivered to you at the boarding gate. You will be able to pick up your items at a later stage and we will inform on these selected pick-up locations then.

10. Can I bring my purchased item on board the aircraft?

If the items you purchase are dry goods, you will be allowed to bring them on board with you. However, liquid or wet goods (for example, drinks) will not be permitted as we must adhere to the Carriage of Liquids, Aerosols and Gels (LAGs) restriction that has been put in place by the airport authorities. However, kindly check with your respective airlines on their policies.

11. Can I purchase via Journify2U if I am travelling on other airlines?

Yes, you can travel on other airlines and still enjoy our Journify2U experience.

12. Can I edit the delivery time to boarding gate?

No, customers are not allowed to edit/choose their time. We will deliver your item to your boarding gate 50 mins before your departure time.

13. What if my order was not delivered and I must board my flight?

Kindly inform our staff at the gate and we will investigate the delivery status for you.

CONTACT US

1. Where can I channel my enquiries/feedback?

For any enquiries or feedback, please contact us at https://journifyshop.malaysiaairlines.com/ > Support > Contact Us.