When your flight is delayed, taking one photo of the departure board may not be enough.
The airline’s app may replace the original departure time with the updated schedule, paper receipts can fade and verbal promises made at the counter can be difficult to prove later.
Whether you plan to request assistance, submit a travel insurance claim or file a complaint, here is exactly what you should save.
First, check how long the delay is
Your entitlements depend on the length of the delay.
According to the Civil Aviation Authority of Malaysia’s guidance on flight delays and cancellations, passengers delayed by two hours or more are entitled to:
- Meals
- Telephone calls
- Internet access
For delays of five hours or more, passengers are also entitled to hotel accommodation if an overnight stay becomes necessary and transport between the airport and hotel where required.
Alternatively, passengers who decide not to continue their journey can request a full ticket refund, including taxes and fees, through their original payment method within 30 days.
Here is the evidence you should keep.
1. Screenshot the original flight details
Before the airline updates the schedule, save a screenshot showing:
- Passenger’s name
- Booking reference
- Flight number
- Travel date
- Departure airport
- Destination
- Original departure time
The original departure time is important because the airline’s app may later replace it with the new timing.
For example, if your flight was initially scheduled for 3pm but later changed to 8pm, you need proof of both times to establish that the delay lasted five hours.
Save the original booking confirmation, e-ticket and itinerary sent to your email.
2. Photograph every change on the departure board
Take a clear photo whenever the airport departure board displays a new update.
The photo should show:
- Flight number
- Destination
- Scheduled time
- Updated time
- Status such as “Delayed”
- Gate number, where visible
Do not crop the image too closely. Keeping part of the airport surroundings in the frame can provide additional context.
You should also make sure the photograph’s date and time are saved in your phone’s image information.
If the timing changes more than once, photograph every update. This allows you to build a timeline rather than relying only on the final announcement.
3. Save every notification from the airline
Screenshot every:
- SMS
- App notification
- WhatsApp message
- Live-chat update
The screenshot should clearly show the sender, date, time and complete message.
Under CAAM’s rules on communicating flight status changes, airlines operating in Malaysia must take reasonable steps to promptly contact passengers when a flight changes.
Do not rely only on a message appearing on your phone’s lock screen. Open it and save the full version.
These notifications may help show when the airline informed you and how many times the scheduled departure changed.
4. Request a flight delay confirmation letter
This is particularly important when making a travel insurance claim.
Passengers affected by a flight delay or cancellation of at least 30 minutes may request an official confirmation letter from the airline.
According to CAAM’s flight status communication guidelines, the airline must issue the letter within seven working days from the date of the request.
Ask for the letter to include:
- Passenger’s name
- Flight number
- Travel date
- Original departure time
- Actual departure time
- Total length of the delay
- Reason given for the delay
Submit your request through an official channel such as email, the airline’s website or its customer service form.
Save a screenshot of the request and its reference number. Asking verbally at the counter may leave you without proof that the request was made.
5. Keep itemised receipts, not only payment screenshots
Keep receipts for reasonable expenses caused by the delay, including:
- Meals and drinks
- Hotel accommodation
- Airport transfers
- Necessary transport
- Phone or internet charges
The receipt should clearly show:
- Business name
- Date and time
- Items purchased
- Total amount
- Currency used
A bank or e-wallet notification only proves that you made a payment. It may not show what you purchased.
Take a photograph of every receipt immediately because thermal paper can fade.
However, keeping a receipt does not automatically guarantee reimbursement. The airline or insurance provider may still assess whether the expense is reasonable and covered under its rules or policy.
6. Record exactly what the airline offered
Keep evidence of any assistance offered by the airline, including:
- Meal vouchers
- Hotel arrangements
- Transport vouchers
- Alternative flights
- Refund options
- Travel credits
Photograph both sides of any physical voucher before using it.
For a delay of five hours or more, passengers who decide not to continue their journey may choose a full refund, including taxes and fees, through their original payment method within 30 days.
If the airline offers travel credit but you prefer a refund, save the message showing the offer and your response.
You should also keep proof if you reject an alternative flight because it does not meet your travel needs.
7. Save proof of your complaint
When contacting the airline, keep:
- Your written complaint
- Date and time submitted
- Complaint reference number
- Automatic acknowledgement
- Airline’s replies
- Live-chat transcripts
- Names of staff members who assisted you
Your complaint should state the facts clearly.
For example:
Flight AK1234 was scheduled to depart from Kuala Lumpur at 3pm on 30 July 2026. The departure time changed several times, and the flight eventually departed at 8.25pm. I have attached my booking confirmation, boarding pass, delay notifications, departure board photographs and receipts.
According to CAAM’s aviation complaint procedure, airlines operating into and out of Malaysia are expected to acknowledge complaints within 24 hours and provide a resolution within 30 days.
What if you miss a connecting flight?
Save the complete itinerary showing whether both flights were booked under one ticket.
Both flights are under one booking
If a delay causes you to miss a connecting flight included under the same ticket, the airline is responsible for transporting you to your final destination.
CAAM states that the airline should accommodate the passenger on the next available flight without an additional charge.
The flights were booked separately
If you bought two separate tickets, the first airline may not be responsible for the cost of the second flight you missed.
This is why you should keep both booking confirmations and evidence showing whether the flights were issued under the same itinerary.
You can read CAAM’s examples under its flight delays and cancellations guide.
Build a simple delay timeline
Create one note on your phone and record every development.
For example:
3.00pm: Original departure time
2.30pm: Airline sends first delay notification
4.15pm: Departure board changes flight to 6pm
5.30pm: Airline provides meal voucher
6.00pm: Flight is delayed again to 8pm
8.25pm: Aircraft departs
Keep the supporting screenshot or photograph for each update.
A clear timeline makes it easier for the airline, insurance provider or CAAM to understand what happened.
What should you submit with your complaint?
Prepare the following:
- Booking confirmation
- E-ticket
- Boarding pass
- Departure board photographs
- Airline notifications
- Delay confirmation letter
- Itemised receipts
- Complaint reference number
- Complete delay timeline
- Travel insurance policy, if making an insurance claim
CAAM asks passengers to submit their complaint history, flight details, booking documents, boarding passes, screenshots, photographs and other relevant evidence when escalating a case.
When can you escalate the complaint?
You should first submit a formal complaint directly to the airline and give it an opportunity to resolve the issue.
If the matter remains unresolved 30 days after your initial complaint, you may escalate it to CAAM through FlySmart.
According to CAAM’s complaint submission guidance, passengers should receive an initial response from CAAM within seven days. CAAM may request further documents and advises allowing up to 30 calendar days for the complaint to be resolved.
The bottom line
Do not leave the airport with only your boarding pass.
At minimum, save:
- The original flight time
- Every updated departure time
- The airline’s notifications
- Your boarding pass
- An official delay confirmation letter
- Itemised receipts
- Your complaint and reference number
The more clearly you can show what happened, when it happened and how the airline responded, the easier it will be to support your complaint or insurance claim.
This article is for general information only. Passenger entitlements may depend on the length and circumstances of the delay, booking arrangement, route and applicable terms and conditions.
