This page has compiled some of the most frequently asked questions on the topic of Flight Disruptions and Cancellations when flying with AirAsia and AirAsia X.
For the latest updates and changes, please kindly review the information posted on the official AirAsia’s Customer Support page.
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 due to my medical condition / illness?
1. If a guest is unfit to travel due to serious illness, a medical condition or procedure (e.g. hospitalization)
A refund will be offered in the form of a Credit Account for the unused portions of the flight booking (excluding non-refundable fees and charges).
Please submit a copy of the valid medical documents (unfit to travel during the travel period) to AirAsia’s Customer Support. The Credit Account value can be utilized within the next 90 days.
If it is due to the serious illness / medical condition of an immediate family member
A refund will be offered in the form of a Credit Account for the unused portions of the flight booking (excluding non-refundable fees and charges).
Please submit a copy of the valid medical documents (unfit to travel during the travel period) as well as proof of relationship* e.g. Birth / Marriage Certificate, to AirAsia’s Customer Support. The Credit Account value can be utilized within the next 90 days.
If a guest is unable to fly on a scheduled flight booked due to the demise of an immediate family member
A refund will be offered in the form of a Credit Account for the unused portions of the flight booking (excluding non-refundable fees and charges). Please submit a copy of the death certificate as well as proof of relationship* e.g. Birth / Marriage Certificate, to AirAsia’s Customer Support.
The Credit Account value can be utilized within the next 90 days. (if the deceased was supposed to fly, no cancellation fee shall be imposed on the deceased’s booking).
*AirAsia considers the following family members as “immediate”:
- Spouse
- Children
- Parents
- Brothers / Sisters
- Grandparents
Source: support.airasia.com
Here’s a look at how AirAsia’s refund process works! Please read through it and share it with your travel buddies!
Did you know you can check your refund status through your BIG Membership portal?
While waiting for your refund to be processed, the above picture shows you some information on the refund progress which can be view in My Cases by logging in to your BIG Member account.
Don’t have a BIG Member account? sign up now using the same email address you used to submit your case.
Q. What is AirAsia’s policy if a flight is cancelled?
AirAsia always does its best to adhere to the published schedule. AirAsia is fully aware that reschedules / cancellations not only disrupt its guests’ travel plans, it affects the on time performance too. However, just like any other airline, sometimes flights are cancelled for various reasons.
In the event cancellation is unavoidable, guests can either:
- Travel on the next available flight without additional charges; or
- Retain the value of the fare in an AirAsia Credit Account where you can utilize the value within the next 90 calendar days.
- Be offered a refund on the value to your bank account or credit or debit card if you choose not to proceed with your trip due to a flight cancellation and / or rescheduling that occurred three (3) hours or more, before or after the original scheduled departure time.
- Be offered a refund if AirAsia is unable to convey you to / from your destination within forty-eight (48) hours from the scheduled time of departure (XT, D7 – Japan / US only)
- Any compensation payable would be in accordance with the applicable Civil Aviation Requirements as stipulated by the Directorate General of Civil Aviation.
Source: support.airasia.com
Q. Can I request to re-route my flight to another destination if my flight has been cancelled?
Once the flight route is cancelled, AirAsia will notify the guests and options will be given, subject to the management’s decision.
Changes on routes are not permitted and guests may refer to AirAsia’s Terms and Conditions on this.
If the flight was cancelled (including route suspension) by AirAsia, guests may request via “Chat with AVA” and selecting “Refund” from the main menu. “Chat with AVA” is available by selecting “Support” at www.airasia.com.
Source: support.airasia.com
Q. What if one of my flights was delayed or cancelled and caused me to miss my FLY-THRU connection?
If a delay or cancellation/reschedule of AirAsia’s flight caused you to miss your FLY-THRU flight, you are entitled to the following:
1. If a flight is delayed at the point of origin:
A free move to the next available flight that connects to the final destination within AirAsia’s Connecting Time.
2. If a FLY-THRU flight is delayed:
A free move to the next available flight within AirAsia’s Connecting Time.
If your new flight does not meet AirAsia’s Connecting Time or the next available flight falls on the next day, AirAsia is unable to provide the following:
- Day or overnight accommodation
- Surface transfers
- Storage of your checked baggage. (You are required to collect your bags at the transit point and recheck-in for new FLY-THRU flight)
If you have made 2 separate point-to-point bookings, it is not a FLY-THRU connection.
Source: support.airasia.com
Q. What are the conditions should I change my flight?
Once a booking number has been issued, flight changes are subject to the following terms: Inside of forty-eight (48) hours prior to the scheduled flight departure time, no changes are allowed.
The charges for flight change outside of forty-eight (48) hours prior to the scheduled flight departure time are provided for here, subject to the following conditions:
- (a) if a lower fare is available, the difference in fares will not be refunded to the passenger;
- (b) if the new flight booked is in a higher fare class than that of the cancelled booked flight, the difference in fares shall be paid by the passenger before the cancellation or change can be made;
- (c) the change is not confirmed until AirAsia issue you a new Itinerary and/or booking number.
- (d) changes on route(s) are not allowed.
If your flight number begins with I5, you may change up to four (4) hours prior to the scheduled flight departure time, subject to the same conditions.
Source: support.airasia.com
If I miss my connecting flight or hotel reservation due to a flight reschedule by AirAsia and I’ve already paid, what should I do?
Like other point to point carriers, AirAsia is not liable for the loss of hotel bookings as a result of rescheduled flights.
AirAsia always does its best to adhere to the published schedule. AirAsia is fully aware that reschedules not only disrupt its guests’ travel plans, it affects the on time performance too.
However, just like any other airline, sometimes flights are rescheduled for various reasons, which include inclement weather. For assistance, please contact AirAsia via “Support” at www.airasia.com.
Source: support.airasia.com
My flight has been rescheduled, do I still need to arrive at the boarding gate at the original scheduled time?
No, you don’t.
However, you are required to observe the standard time to arrive at the boarding gate:
- For flight numbers beginning with AK, FD, Z2, QZ & i5, please be at the boarding gate at least 30 minutes before the rescheduled time of departure.
- For flights beginning with D7, XT, XJ please be at the boarding gate 90 minutes before the rescheduled time of departure.
Please note that AirAsia’s gates close 20 minutes prior to time of departure. You will be denied boarding if you fail to be at the gate 20 minutes prior to time of departure.
Source: support.airasia.com
What if I have developed a medical condition while travelling, can I still get on my return flight?
AirAsia’s Terms and Conditions of Carriage still apply and you will need to obtain medical certificate and sign a Limited Liability Statement upon check in.
Source: support.airasia.com
If I miss an onward flight because of an AirAsia flight delay, what should I do?
For Fly-Thru booked with AirAsia in the following situations, you can opt for the following options:
A. What if a planned / ad-hoc delay or cancellation of one flight segment causes me to miss my connection which I have booked under one booking number (booked under Fly-Thru service)?
AirAsia will move you to the next available flight of your choice, free of charge. However, the airport transfer facility may not be available thereafter if the timings between the new connections exceed the transit time. You may refer to transit time at each airport as below;
- Don Mueang & Jakarta: 90 mins – 6 hours
- Bali: 150 mins – 6 hours
- Kuala Lumpur: 90 mins – 18 hours
- Manila: 90 mins – 6 hours
- Delhi & Bangalore: 60 mins – 6 hours
B. What if a planned / ad-hoc delay or cancellation of one flight segment causes me to miss my connection which I have booked as 2 separate point-to-point flights and does not come with the Fly-Thru service?
AirAsia is strictly a point-to-point carrier, unless you have purchased its Fly-Thru booking, and shall not be responsible to you for any connecting flights. AirAsia shall not be liable to you for your failure to meet any connecting flights.
C. How long can I remain in the departure hall before my next flight in cases of delays?
All Fly-Thru services sold currently vary at each transit airports, you may refer to below transit time at each airport:
- Don Mueang & Jakarta: 90 mins – 6 hours
- Bali: 150 mins – 6 hours
- Kuala Lumpur: 90 mins – 18 hours
- Manila: 90 mins – 6 hours
- Delhi & Bangalore: 60 mins – 6 hours
This is subject to change depending on operational and airport requirements.
D. What happens when I miss my connecting flight (booked under Fly-Thru service) due to an ad-hoc delay in the Fly-Thru and need to remain in KUL?
AirAsia will try its best to assist and provide assistance upon the discretion of the airline as a part of its service recovery process. AirAsia recommends you to approach the airport staff for assistance.
AirAsia will do its best to adhere to published schedules in effect to the date of travel. AirAsia is not liable for any missed flights for strict point-to-point travel.
Source: support.airasia.com
Q. Can I still fly if I have a medical condition?
AirAsia understands that unexpected situations arise involving illness or medical procedures that can disrupt travel plans.
A guest with a medical condition / illness is required to produce,
- A valid medical certificate confirming that the guest is fit for travel and it should be dated not more than 7 calendar days before the date of travel, unless otherwise determined by AirAsia (except for flights to / from the United States). The guest is required to sign a Limited Liability Statement upon check-in confirming that the guest is fit to travel.
Guests on flights to / from the United States shall only be required to produce a valid medical certificate that dated no more than 10 calendar days before the date of travel, including:
- A guest whose medical condition is such that there is reasonable doubt that the individual can complete the flight safely, without requiring extraordinary medical assistance during the flight; or
- A guest who has a communicable disease or condition that could be transmitted to the other guests in the cabin on the flight and that poses a direct threat (this includes: chicken pox, measles, mumps, rubella, tuberculosis and whooping cough) and the medical certificate must confirm that the communicable disease or condition is not infectious to the other guests in the cabin environment.
Please view the list of medical conditions that do not require a medical certificate from the doctor to enable you to fly.
If you do not wish to fly due to serious illness or medical conditions, or need more information, please contact AirAsia’s Customer Support.
Source: support.airasia.com
Q. Can I travel if I have a minor case of an infectious disease / skin condition?
You may travel if you have a medical certificate or doctor’s letter confirming you are fit to fly.
Please be advised that a medical certificate shall not be dated more than 7 calendar days from the date of travel and you are also required to sign a Limited Liability Statement upon check in confirming that you are fit to travel.
| Illness | When may guests travel? |
|---|---|
| Chicken Pox | 5 days after the rash first appeared, providing the spots are scabbed over |
| Measles | 5 days after the rash first appeared |
| Mumps | 5 days after the swelling first started |
| Rubella | 5 days after the rash first appeared |
| Tuberculosis | If medical certificate proves that the guest is not infectious |
| Whooping Cough | 5 days after starting antibiotic treatment or 3 weeks after the onset of symptoms if not treated |
All airlines reserve the right to decline to carry passengers with medical conditions which may deteriorate during the journey.
AirAsia has the right to refuse any passengers that AirAsia feels may not be fit to travel. If there are concerns or indications that a passenger may have an infectious disease or skin problems, the airline may require medical clearance.
Source: support.airasia.com
Q. I am disabled, blind / visually impaired or have reduced mobility. Do I need to travel with a companion?
Generally, AirAsia would prefer an able bodied person to accompany you. However, if you are able to do all of the following by yourself you can then travel unaccompanied:
- Unfasten seat belt, support yourself and reach an emergency exit unaided
- Retrieve and fit a lifejacket
- Don an oxygen mask without assistance
- Able to understand the safety briefing and any advice or instructions given by the crew
- Use the toilet
- Feed yourself
- Administer your own medicines and medical procedures
Source: support.airasia.com
Q. What if I arrive without a visa?
You will need to obtain the relevant visa from your local embassy or consulate, and pay for the next flight. Visa on arrival is available depending on the country destination.
Find out if you need a visa to travel.
Source: support.airasia.com
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. How do I check the status of a flight?
You may go Check flight status page and enter the flight number to check the scheduled, estimated and actual time of the flight.
This information is available for today’s, yesterday’s and tomorrow’s flights only.
Source: support.airasia.com
Q. What happens if I miss my AirAsia flight & I need to get on the next flight?
If your booking was a one-way travel, you will have to purchase a new booking to travel to your intended destination.
However, if you also have a return flight on the same booking, you will only need to purchase a booking to replace the flight you missed.
If you fail to check-in on time or board the aircraft by the boarding time, the fare you paid will not be refunded to you. You will have to make another booking on the next available flight.
Source: support.airasia.com
Q. How do I check my refund status?
Please note that the time frame of AirAsia’s refund process usually takes up to 30 working days (subject to respective bank procedures).
Once you have submitted a refund request, you may follow up your request using the case number received by clicking on the “Chat with AVA” icon or the chat bubble located at the bottom right of the Customer Support page.
If you are using the AirAsia Mobile App, simply launch the app, click on the chat bubble, and then click on “AirAsia Support – Live Chat”.
Once AVA pops out, follow the steps below to fill up your refund request.
- From AVA’s main menu, click on “Refund”.
- Select “Check Case Status”.
- Select how you would like to check your case status either – by “Case Number” or “Email Address”.
Alternatively, you also can view the status of your refund in your My Cases accessible by logging into your BIG Member Account.
My refund status says it is rejected
If the refund status says it is rejected means you did not meet the requirements on the terms and conditions applied.
If you think you have met the terms and conditions, please submit your refund request again via AVA.
Source: support.airasia.com
AirAsia’s Flight Interruption System (FIS)
You can now self-service your recovery options with AirAsia Flight Interruption System
Due to commercial reasons AirAsia may have the occasional changes to flight schedules and frequencies.
If your flights have been affected and if AirAsia is activating its Flight Interruption System for that, you will receive an email from AirAsia with a link to the system where you can self-service the options communicated to you from AirAsia.
Please see below for a list of FAQ’s on AirAsia’s Flight Interruption System:
1. What is AirAsia’s Flight Interruption System?
AirAsia is pleased to launch an application that will allow you to process your flight reduction / cancellation refunds, credit account and changes with no penalty imposed as a result of changes to schedule by AirAsia.
2. When will I know about interruptions to my flight?
An email will be sent to your registered member email account with a link to the Flight Interruption System.
You should also receive an SMS notification of the flight cancellation, so it is important that you keep your email and phone details up to date in your AirAsia member profile.
3. How do I know what my options are and how do I proceed?
The three options available in FIS are Credit Account, Refund and Flight Re-accommodation.
You will need to confirm which option exactly is applicable to your situation – via the email from AirAsia’s team or the sms. Click on the link given in the email to allow you to access to the System. Take note that the link will no longer valid upon clicking the “Done” button.
The system is very similar to the booking process in www.airasia.com.
4. When can I start processing my options?
As soon as you receive an email from AirAsia, you may proceed to process the options available.
5. I haven’t received an SMS or email even though I know my flight is being moved or cancelled. What should I do?
Please contact AirAsia Customer Support team by selecting “Support” at www.airasia.com or walk in to AirAsia Travel Service Centers. You will need to provide your booking reference number and contact details.
6. What if the link does not work?
Try using a different internet browser. Please contact AirAsia’s Customer Support team by selecting “Support” at www.airasia.com or walk in to AirAsia’s Travel Service Centers. You will need to provide your booking reference number and contact details.
7. Can I process changes for my group booking in one go?
Yes – if you made a group booking for a few travelers under one PNR, the option you select will apply to all travelers in the group
8. If we made a group booking under one PNR, can we split and then use FIS separately?
No – any changes you make will apply to all travelers in the group. If you need to split the booking and process changes separately, you will need to contact AirAsia to process these options for you.
9. Will my pre-booked meals, seats, baggage, entertainment, and insurance be retained?
Yes – your meals, baggage, entertainment and insurance options will remain as per usual.
You may need to reselect your seat. The system will prompt you to do this. Even if your insurance coverage period has changed, AirAsia will still cover you for the revised period based on your new booking, at no extra cost.
10. What happens if there are no more hot seats left?
As per AirAsia’s Terms & Conditions, AirAsia will try the best to give you a hot seat on your new flight, failing which AirAsia will refund you the value of the hot seat.
11. Will I get my initial seat selection?
As per the Terms & Conditions, you may not get your initial seat selection as your new flight will have a different assignment.
12. When I am moving my flight, why can’t I get the flight I want?
If you are moving your flight to an earlier or later date, it may need to meet certain time frames, depending on what you have been advised. E.g. it may need to fall within fourteen (14) calendar days before or after your original booking date.
Alternatively, it means that AirAsia’s other flights are full. Do try other combinations of dates.
13. Can I change to completely different departure & arrival destinations?
This is not part of AirAsia’s standard service recovery option.
14. What if I want to change my options again?
Once you have clicked on the final “Done” button and can view your New Booking details, you will not be able to change your flight again. The link is valid for one time use only.
15. If I haven’t finished and my session times out, can I go back into FIS?
Yes you can.
16. How long will the Credit Account last for?
Credit Account is valid for 90 calendar days from the date of issuance. Please read more on information about Credit Account.
Source: support.airasia.com
More help
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.
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