Flight Delayed or Cancelled? Know Your Rights & What Etiqa Covers
The recent developments in the Middle East have led to flight delays, reroutes, and cancellations across several travel routes that pass through the region. As a major hub for international layovers, disruptions in the region can quickly affect travel plans around the world, leaving many travelers frazzled and uncertain.
If your travel plans have been impacted, we understand how stressful and frustrating that can be. To help you navigate the situation, we’ve put together some useful information and guidance below.
When a flight is disrupted, there are two things travelers should know:
- What the airline must provide, and
- What your travel insurance or takaful plan may cover.
The Airline’s Responsibility
Under Malaysia’s aviation consumer protection guidelines (FlySmart by CAAM), airlines are required to assist passengers when flights are delayed or cancelled.
If your flight is delayed by 2 hours or more, the airline must provide:
- Meals
- Telephone calls
- Internet access
If the delay extends to 5 hours or more, airlines must also provide:
- Hotel accommodation (if required)
- Transport between the airport and hotel (if required)
If the delay becomes too long and you decide not to continue your journey, you may choose to receive a full refund of your ticket (including taxes and fees) within 30 days.
If your flight is cancelled, you have the right to choose:
- A full refund, including taxes and fees, or
- Rerouting to your final destination at no additional cost.
If your flight is rescheduled by 3 hours or more, the airline should inform you as soon as possible, and where practicable, at least 24 hours before departure.
If you believe the airline has not fulfilled these obligations, contact the airline directly. If the matter remains unresolved after 30 days, you can submit a complaint through FlySmart (CAAM).
Source: flysmart.my
How Does Travel Insurance or Takaful Help You?
Airlines handle your immediate needs at the airport, while your travel insurance or takaful plan helps protect you financially if disruptions affect your trip.
With Etiqa TripCare 360 Insurance/Takaful, the following benefits may apply, depending on your selected policy or certificate terms. You can submit all travel-related claims easily via the Etiqa+ app.
Flight Delay: Is your flight delayed for 2 hours or more? Depending on the type of plan you’ve selected, you may be entitled to a payout of up to RM5,000. Check your plan details to see how much you are covered for. If you’ve entered your flight details prior to departure, your reimbursements will be automatically credited to your bank account.
Missed Travel Connection: If a delayed flight causes you to miss your connecting flight, Etiqa offers a payout between RM400 to RM600 to cover the additional costs needed to continue your journey.
Trip or Flight Cancellation: If you need to cancel your trip before departure due to covered reasons such as illness or injury, you would be able to submit a claim to cover the loss of funds for non-refundable items such as hotel bookings and more. Again, the sum of coverage depends on the type of plan you have selected.
Cutting Your Trip Short (Curtailment): If an unexpected situation, such as illness or injury forces you to return home early, Etiqa may help cover the unused portion of your trip.
Coverage may vary depending on when your trip started, if it was before or after 28 February 2026, and when the travel advisory was issued. Please refer to the Etiqa Travel Advisory & FAQpage for more details.
What About Travel Disruptions Caused by Conflict?
The recent escalation in the Middle East has affected flight schedules worldwide, even for flights that do not pass near the conflict area. Flight delays are happening daily, with no certainty about revised schedules.
Because of this, it’s important to check your travel insurance or takaful plan. Some plans include exclusions, which means they may not cover certain events.
Generally, Etiqa TripCare 360 Insurance/Takaful does not cover events that occur directly within active combat zones. However, disruptions occurring outside conflict areas, such as flight delays caused by weather conditions, may still be covered under our Travel Inconvenience benefits.
Insurance companies and takaful providers asses all claims based on the details of the situation and your specific plan.
Need Help?
If your trip was disrupted and you need to make a claim, you can read more about the claims process in our guide. If you are unsure whether your situation is covered, we encourage you to reach out to us or refer to the Etiqa Travel Advisory & FAQ. Our team is here to guide you clearly and fairly.
Should you require any assistance, kindly contact us via:
- Etiqa Oneline: 1-300-13-8888
- Claims Care: 1-300-88-1007
- Overseas Emergency Travel Assistance: +603 2785 6565
The benefit(s) payable under eligible product is(are) protected by PIDM up to limits. Please refer to PIDM’s TIPS Brochure or contact Etiqa or PIDM (visit www.pidm.gov.my). | Member of PIDM.
The information contained in this blog is provided for informational purposes only. It should not be construed as advice on any matter. Etiqa accepts no responsibility for loss which may arise from reliance on information contained in the article. This information is correct as of 18 March 2026.
