SEPANG, 17 March 2020 – AirAsia is offering options for guests affected by travel restrictions imposed by various governments, including for flight cancellations and a voluntary cancellation option to selected destinations, amidst the COVID-19 outbreak.
Guests affected by travel restrictions with international bookings to or from Malaysia (bookings made before 16 March, departure on or before 30 April only), Singapore and Australia (bookings made before 7 March, departure on or before 30 April only) as well as various other countries, will be offered move flight or credit account options. Please refer to this list for various travel restrictions imposed by governments.
Guests should note that this list will be updated from time to time and it is non-exhaustive, travelling guests are advised to refer to respective governments or relevant authorities before travelling.
AirAsia guests with international bookings to or from China, Hong Kong SAR, Macao SAR, Taiwan, Japan and Korea (bookings made before 7 March, departure on or before 30 April only) are eligible for voluntary cancellations through move flight or credit account options.
1. Move flight: One-time flight change to a new travel date on the same route within 180 calendar days from the original flight time without additional cost, subject to seat availability; OR
2. Credit account: Retain the value of your fare in your AirAsia BIG Loyalty account for future travel with AirAsia. The online credit account is to be redeemed for booking within 365 calendar days from the issuance date for your travel with us. The actual travel dates can be after the expiry date as long as our flight schedule is out.
Please refer to COVID-19 Refund Request Guideto check your eligibility and on how to submit your request.
The above is applicable for direct online bookings made via airasia.com only. For group bookings made with travel agents, kindly refer to your respective third party booking agent for further assistance.
AVA is currently receiving a high volume of requests and we are doing everything we can to assist our guests during this time. Please bear with us as we prioritise guests with immediate flight departure needs first.
AirAsia assures that the safety and wellbeing of our guests and Allstars is our top priority. AirAsia is complying with advice and regulations from the local governments, civil aviation authorities, global and local health agencies, including the World Health Organisation.
AirAsia is closely monitoring this situation and reserves the right to announce further policies according to the latest developments.
Follow AirAsia on Twitter (@AirAsia) and Facebook (facebook.com/AirAsia) for the latest updates, or contact our customer support team at support.airasia.com. Guests are also encouraged to check their flight status at airasia.com/flightstatus for live updates.