• Online Coach Booking
  • Aeroline Card
  • e-Tickets
  • Visitor Entry
Terms and Conditions of Online Booking & Carriage

In this Conditions of Online Booking & Carriage, "You" and "your" mean the person booking, purchasing, holding, and/or utilizing the Aeroline boarding ticket and carriage. "We," "us," and "our" mean Aeroline.

1. Reservation of Seat Prior to Purchase

You may call and reserve seat for an intended travel via our Services Centres or Call Centres should you be unable to confirm of a travel you’d like to make. Reservations via online at our websites (www.aeroline.com.my and www.aeroline.com.sg) is not available.

After the seat is reserved for you, you are required to pay for it within a two (2) days period.

After the two (2) days period, the reserved seat will be released. You are advised to make payment for the seat soonest to avoid losing your seat.

For example:
If you made a reservation on 17th June for a trip at a later date e.g. for a travel on 25th June, the booking will
be held for two (2) days for you to confirm and make payment.

17th June Day of reservation Reservation is valid
18th June 1 day of reservation Reservation is valid
19th June 2 days of reservation Reservation is valid
20th June 3 days of reservation Reservation has been released

No seat may be reserved less than five (5) days before the actual departure. Payment has to be made immediately for such intended reservation and purchase.

Reservation period Reservation policy
5 days or more before departure 1. You can make your reservation and it will be held for two (2) days from the date of reservation. After which your reservation will be erased automatically if the ticket is not purchased by then.

2. Reservation can be made at either Aeroline Services Centres or our Call Centres.

3. A reference number will be given to you and this number serves as the reservation reference number so that you can present the number during your payment and confirmed purchase of the seat within the stipulated time.
4 days or less before departure 1. We cannot accept any reservations for departures that are less than 5 days from the departure date.

2. You may purchase the boarding ticket online at www.aeroline.com.my or www.aeroline.com.sg , OR via walk-in at any of our Services Centres.
2. Applicable Fares

Applicable fares are the published fares that are in effect on the date of payment in full for the boarding ticket.
The published fare at the time of reservation or purchase takes precedence over any new, intermediate, revised fare applicable to the exact same type of service, route, time and date of travel.

Upgrades or changes to a different service, route, time and date of travel may incur additional fare and the additional difference from a lower fare to a higher fare shall be paid by you. The difference in fare from a higher fare to a lower fare will not be refunded to you for whatsoever reason.

All fares represented at time of booking or purchase will be disclosed to you during your reservation or purchase process, if you do not agree with the fare and its according charges (as applicable), you may cancel your transaction before proceeding for payment.

3. Children Fare

Children below five (5) years may travel free of charge provided the child is accompanied by an adult, however
no seat will be allocated solely for the child. For children five (5) years and above, you are required to purchase
a boarding ticket.

The child boarding ticket reserved and/or purchased should not exceed the accompanying adult boarding ticket. The child boarding ticket cannot exceed the number of adult boarding ticket purchased in a single or multiple purchases.

A sole booking or purchase of a child boarding ticket only is not permitted.

4. Administrative and Processing Fee

Children below five (5) years may travel free of charge provided the child is accompanied by an
adult, however no seat will be allocated solely for the child. For children five (5) years and above,
you are required to purchase a boarding ticket.

The child boarding ticket reserved and/or purchased should not exceed the accompanying adult boarding ticket. The child boarding ticket cannot exceed the number of adult boarding ticket purchased in a single or multiple purchases.

A sole booking or purchase of a child boarding ticket only is not permitted.

5. Confirmation of Online Purchase of Seats

You are responsible to ensure your travelling date, time and destination are correct before clicking “confirm”
to proceed in confirmation for payment.

Upon receipt of the fare payment and the issuance of the Personal Identification Number (PIN) and/or the itinerary, the seat is confirmed immediately. The confirmed seat is non-refundable and non-cancellable.

6. Payment Method

Method of payment for online purchase is only by credit card. We accept credit card and cash for the methods of payment for the purchase of boarding ticket at our Malaysia service centres (except for Sg. Nibong Bus Terminal where only cash is accepted). Cash and NETS card are accepted for our Singapore service centre.

Debit card is not an accepted form of payment and any administrative charge applicable incurred as a result of its utilization for payment shall be payable by you.

7. Presentation of Personal Identification Number (PIN)
to obtain Boarding Ticket

The confirmation slip with the PIN must be presented to Aeroline Service Centre of departure at least 30 minutes before departure time. Upon verification of the PIN, our Customer Care Officer will then print your boarding ticket. Kindly present your credit card and/or identification card or passport for our verification purposes.

You are required to repurchase a new boarding ticket for the same trip if you fail to present your PIN from the confirmation slip.

8. Validity

All boarding ticket is only valid for the date, time and route specified in the ticket and its itinerary.

All boarding ticket issued shall have a confirmed travel date and time. Open ticket is not available.

9. Refund of Boarding Ticket

Confirmed and/or purchased boarding ticket is not refundable.

You are advised to either change the departure date or time of departure with the applicable administrative fee chargeable provided you present the ticket at least two (2) days before departure at the service centre or via online, in compliance to Article 12.

Refunds are also not applicable for reasons as mentioned in Article 14, please refer for more information.

10. Loss of Boarding Ticket

Without a boarding ticket, you are not allowed to board the coach. Lost, misplaced, or mutilated, boarding ticket will not be replaced or reprinted and you are required to purchase a new ticket for the same trip in full ticket fare.

As our system does not tag the boarding ticket to the passengers’ identity, each boarding ticket holds a unique ticket number with no two ticket number alike, and any lost boarding ticket still carries value and validity (until its lapse of travel date and time), therefore we will not replace the initial boarding ticket in any circumstances. Hence it is imperative for any passenger to produce the valid and physical boarding ticket before boarding.

Refunds are also not applicable for reasons as mentioned in Article 14, please refer for more information.

11. Cancellation of Ticket

Confirmed and/or purchased boarding ticket is not cancellable. You are responsible to ensure your travelling date, time and destination are correct before clicking “confirm” to proceed in confirmation for payment.

12. Change of Boarding Ticket (Date & Time of Travel)

Changes must be made at least two (2) days prior to departure. Travel sectors/routes on boarding ticket cannot be changed, i.e. KL-SIN boarding ticket cannot be changed for SIN-KL boarding ticket. Only date and time of travel may be changed.

E.g.: If a departure date of travel is on 3rd November :

Date when change is requested Number of days before departure Condition
3rd November Day of departure Not allowed
2nd November 1 days before departure Not allowed
1st November 2 days before departure Allowed with charges
31st October 3 days before departure Allowed with no charges (only for 1st change)
Please take note Aeroline Service Centre opening hours are as below :

Service Centres : Open daily 7:30am – 7:00pm
(Unless stated otherwise. More information available at our FAQ: Contact Us)

Call Centre : Open daily 7:30am – 7:30pm
Terms and Conditions of Aeroline Card

By accepting and using this Card, you agree to be bound by the terms and conditions contained in this Agreement. In this Agreement, "Card" means the Aeroline Card issued to you by Aeroline. "You" and "your" means the person
or persons who have received the Card and are authorized to use the Card as provided for in this Agreement.
"We," "us," and "our" mean Aeroline.

1. Definitions of Card

  • The Card is a Prepaid Card. The Card allows you to access funds up to the value of your Card. The Card is not
    a credit card. You will not receive any interest on your funds in the Card.
  • Since your Card's value is prepaid and the cash balance is stored in your card, you should treat it the same
    as cash.
  • Lost or stolen cards cannot be replaced and the Cash Balance in the card cannot be transferred or refunded.
    We are not responsible for any stolen or lost cards.
  • The Card value or any unused value are not refundable or exchangeable for cash.
  • Any loss resulting from loss or stolen card shall be accrued to the Cardholder. The Card value or any unused value excluding the bonus value are refundable in the event that Aeroline cease to run its business or the demise of the Cardholder. In any other circumstances, it is not refundable or exchangeable for cash.
  • You may use your Card to purchase Aeroline Tickets at any Aeroline Service Center
    or website     www.aeroline.com.my / www.aeroline.com.sg
  • The Card cannot be used concurrently with any other promotions, discount and Gift Certificates.
  • The Card will remain the property of Aeroline and must be surrendered upon demand.

2. Topping Up Your Card

  • You may increase the Cash Balance in your Card, called “Top-up” at any time.
  • There is a minimum amount of value that may be loaded onto your Card on a single transaction which is
    fixed by us.
  • There is no limit on the number of times you may top-up your Card.
  • You must present the Card and meet identification requirements to process top-up.

3. Using Your Card

  • You may use your Card to purchase the tickets wherever the Card is honored as long as purchase value does not exceed the balance available on your Card.
  • Each time you use your Card, you authorize us to reduce the value available on your Card by the amount of the transaction. You are not allowed to exceed the available amount on your Card through an inliidual transaction or a series of transactions.
  • You do not have the right to stop payment on any purchase transaction originated by use of your Card. Once the Card has been used for a payment and the relative amount has been deducted, the transaction cannot be cancelled and the amount cannot be re-credited into the card.
  • You are responsible for all transactions initiated by use of your Card. If you permit someone else to use your Card we will treat this as if you have authorized such use and you will be responsible for any transactions made subject to such use.

4. Exchange Rate

  • Transactions are in RM or S$.
  • The Conversion Rate between RM and S$ is based on a Fixed Exchange Rate as determined by us and may be adjusted without prior notice.

5. Periodic Statements

No periodic statement showing your Card Transactions will be issued to you. If you want to know your Card balance or seek information regarding your Card transactions, please log onto www.aeroline.com.my or www.aeroline.com.sg . You may view it in your Travel Summary.

6. Amendment and Cancellation

We may amend or change the terms of this Agreement at any time. You will not be notified of any changes in the manner provided by applicable law prior to the effective date of the change.

7. Record

In the event of dispute, our record of the Cash Balance in the Card and the transactions made by the Card shall
be final. We undertake to exercise due diligence in the upkeep of the record.

8. Disclaimer of Liability

IN THE EVENT OF ANY DIFFICULTIES IN USING THE CARD, PLEASE REFER TO US AND WE SHALL RECTIFY ANY PROBLEMS AS SOON AS PRACTICABLE. WE SHALL NOT BE LIABLE FOR ANY LOSSES OR DAMAGES AS A RESULT
OF THE FAILURE OF THE TRANSACTION.

9. Termination

In the event that the Card service is terminated, you shall be given 6 months notice to finish utilizing the Cash Balance in the Card prior to the termination.
e-Tickets Terms and Conditions

When electing to take advantage of our e-Tickets facility instead of collection options you should carefully note the following special Conditions. These Special Conditions apply to the issue of e-Tickets. They are in addition to the Aeroline Tickets Terms and Conditions and any special conditions relating to your selected fare, and take precedence over them.

1. you may only select an e-Tickets option if you can print the e-Tickets on a printer. Hand written tickets setting out the confirmation screen or a sample note of the e-Tickets number will not deemed to be valid ticket and will not be accepted by our coach attendance.

2. e-Tickets are non-transferable and are only valid on the journey for which they were booked.

3. you may make amendments to your e-Tickets for a charge subject to our change tickets policies.

4. We will not be obliged to refund to you any fare for your e-Tickets :-

  • If you cancel your tickets

  • If you do not wish t use your e-Tickets, or

  • Where your e-Ticket is a return and you have only made on journey

5. You may claim a refund in the case of a cancellation of the coach service on which you were booked to travel.

6. You must take your e-Tickets with you whenever you travel on a service, and you must produce your e-Tickets
for inspection by the coach attendance when boarding the coach. If you do not take your ticket with you when you travel, or do not produce your ticket when asked in the printed form required, you will be considered to have traveled without a ticket and you will have to purchase another ticket and pay the full fares for the journey you
are making

7. If we have a reasonable grounds for considering that an e-Tickets has been fraudulently used, we reserve the right to confiscate the e-Tickets and prevent you from traveling on our services. You shall not be entitled to a refund in respect of any e-Tickets confiscated in accordance with this special condition.

Entry Requirements

Dear valued customers,

Please be informed that all visitors to Malaysia must fulfill the following requirements as per the Malaysian laws and regulations:

  • A passport with at least 6 months validity from date of entry
  • Completed Arrival/Departure (Imm.26) Card
  • Valid Malaysian visa (if applicable - please refer to the Malaysian Immigration)
  • Sufficient funds to last for the intended period of stay in Malaysia
  • Confirmed return ticket
  • Not a prohibited person (anyone classified under Section 8 of Immigration Act 1959/63)
For stays exceeding 14 days, 1 month, and 3 months, the visa requirements for all countries differ. For more information and details, kindly refer to the Malaysian Immigration at www.iml.gov.my or call +603 8880 1000.

Meanwhile, all visitors to Singapore must fulfill the following requirements as per the Singapore laws and regulations:

For more information and details, kindly refer to the Singapore Immigration & Checkpoints at www.ica.gov.sg or call Singapore's ICA 24-hour Call Centre at +65 6391 6100.

Please note: You are responsible to ensure you have all valid and necessary travel documents with you. Aeroline is not to be held responsible should you be held back at the Malaysia and/or Singapore Immigration and Checkpoint. Therefore, we reserve the right to continue the journey in consideration of other passengers on board.

VOA applications are not advisable as if it takes much longer than expected, it will delay all other passengers, and we shall be required to carry on the journey regardless of the application's completion. Such applications and procedures are at the customer's liability.

We seek your cooperation and understanding to ensure a smooth and punctual journey for all travelers. Thank You!

Important: The above information is updated on 20/06/2022. You are encouraged to refer to the relevant immigration departments for the latest up-to-date information prior to travelling with us. Thank you.

AEROLINE Journey To Connect LIFE www.aeroline.com.my / www.aeroline.com.sg or visit our nearest counter.