For the latest updates and changes, please kindly review the information posted on the official AirAsia’s Customer Support page.
Q. What is Credit Shell?
In the event of a flight cancellation, airport closure or any other unforeseen circumstances that hampers AirAsia’s ability to provide you with your confirmed flight connection, you will receive a refund in the form of credit shell.
If you are eligible for Credit Shell, you will be notified of this by AirAsia’s personnel.
Credit Shell is a separate account created for AirAsia’s guests and not a direct refund to your credit card. Credit Shell will be created under the name of the guest, is non-transferrable and is equivalent to the value of the affected flight of your confirmed booking.
Q. Can I cancel my booking and get a refund?
Once your booking is confirmed, it cannot be cancelled and the payment you made is not refundable.
Q. Can I cancel my flight because I am ill or undergoing surgery?
Under such circumstances, AirAsia will allow you to cancel your flight. AirAsia will place the value of the fare you paid in a credit account for your future travel which must be utilized within three (3) months from the date of issue.
However, AirAsia will require a copy of your doctor’s letter for documentation purposes. Please contact AirAsia’s Call Centre for assistance.
Q. What is the validity of my Credit Shell?
You will be notified of the validity of the Credit Shell via email.
Under normal circumstances, a Credit Shell account is valid for three months and if the balance or full amount is not utilized within the three months, the amount is forfeited.
Q. How do I utilize my Credit Shell?
To utilize your Credit Shell, login with your AirAsia ID when you make a booking. The Credit Shell tab will automatically appear as an option for payment once you’ve selected your flight.
If the amount of the Credit Shell is insufficient, you can opt to use other payment methods for payment of the difference.
If you’re not an AirAsia member, an ID will be created for you and you will be duly notified.
Q. How will I find out if there is a flight delay / retime / reschedule?
In the event of a flight delay/retime/reschedule, AirAsia will contact you in advance to inform you of the change, either by email or via SMS.
Therefore, it is very important that you insert your contact details accurately to ensure that AirAsia can contact you.It is also good practice to check your itinerary on Manage My Booking for updates before you fly.
Q. What is AirAsia’s policy if a flight is cancelled?
In the event of a flight cancellation, you will be given the following options:
- another connection at the earliest possible opportunity on the next available AirAsia flight without additional charges to you and where necessary, extend the validity of your booking
- retain the value of the fare you paid in a credit account for your future travel provided you rebook within three (3) months
Q. What happens if I miss my flight with AirAsia or AirAsia X?
If you fail to check in on time or fail to board the aircraft by the time the aircraft departs, the fare you paid will not be refunded to you. You will have to purchase a new ticket to travel on the next available flight.
Hope you can find the answers for your questions.
In the event this FAQ does not answer your enquiry, please check out the AirAsia’s Customer Support page and try to find your answer there.