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Air Asia COVID-19 Voluntary Flight Cancellation Travel Advisory (16 March 2020)

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Air Asia COVID-19 Voluntary Flight Cancellation Travel Advisory (16 March 2020)
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Lhctan1 on 16/03/2020 - 14:43 newsroom.airasia.com (1276 clicks)
Last edited 09/05/2020 - 15:59 by 2 other users

SINGAPORE, 16 March 2020 - In light of recent travel restrictions imposed by various governments, including Singapore, Australia and India, in response to the Covid-19 outbreak, AirAsia is making the following provisions available for guests who are unable to travel due to their travel history, nationalities or respective travel bans.

  1. Move flight: One-time flight change to a new travel date on the same route within 90 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.

The above options are available for flights ticketed prior to 7 March, for flight departure until 30 April.

Guests who wish to choose any of these options when making voluntary changes to their travel plans may do so via support.airasia.com.

Meanwhile, guests whose travel plans are affected by restrictions or cancellations are advised to refer to the Covid-19 Refund Request Guide.

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 government, civil aviation authorities, global and local health agencies, including the World Health Organization.

AirAsia is closely monitoring the public health situation and reserves the right to announce further policies according to the latest developments.

Follow AirAsia on Twitter (@AirAsia) and Facebook (facebook.com/AirAsiaSingapore) for the latest updates, or contact our customer support team at support.airasia.com.

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closed Comments

  • hctan1 on 16/03/2020 - 14:47

    Not sure if can get FULL refund for incoming n outgoing flights.

    • turk182 on 16/03/2020 - 14:49
      +11

      Tell them you have a minor cough but should be good to travel. Im sure they will offer you a refund

      • [Deactivated] on 16/03/2020 - 15:32

        Credit expiring in 365.

        Only one possible change.

        And goid luxk trying to get through to their customer service on the phone!!!!!

  • Pootie Tang on 16/03/2020 - 15:12

    SWEET - TERMS AND CONDITIONS

  • billyb67 on 16/03/2020 - 15:16

    Bastards.. already lost three flights in the last two weeks with zero compensation and now this.. get stuffed AA

    • sudaraka on 16/03/2020 - 15:29

      Were you able to actually contact a 'human' customer service officer? I submitted a voluntary cancellation request (chat engine), nothing has happened for a week…

      • billyb67 on 16/03/2020 - 15:35

        Yes I talked to a person, but until this announcement there were ZERO consideration regarding COVID-19

        I have emails from last week with them saying there was nothing that they could do, we're following all the recommended guidelines blah blah

        I knew then this was coming so didn't even bother getting on the flights

    • tehlee on 16/03/2020 - 15:31

      Maybe try reaching out to them in light of this announcement?

      • billyb67 on 16/03/2020 - 15:35

        been trying for a while, their website is obviously getting hammered right now, I haven't been able to load my booking for 40 minutes

  • Wardaddy on 16/03/2020 - 15:21

    How is this a deal?

    • billyb67 on 16/03/2020 - 15:36
      +12

      AirAsia offering ANY sort of compensation is a bloody miracle - this is unprecedented.. definitely a deal for the many people who have bookings right now

    • INFIDEL on 16/03/2020 - 16:36
      +2

      It is for me - I've been waiting for this.

      Up to now, comments have pointed to refund only available for airport tax - if you fail to get a boarding pass.

      In my $124 Cold Coast - KL return flights that's $80. But there are fees for refund back to payment method, no fee to keep as a credit.

      This is a much better Deal!
      Except my departure date is later on the year.

  • damop on 16/03/2020 - 15:31
    +1

    Only runs for flights until 30th April, thats sweet thinking it'll all blow over by then. I have a Bali trip booked in early May. although the airfare isnt much, would be nice to get access to a cancellation. Not fussed other than the 14day self isolation and not being able to work after if its still in place.

    Would credit card travel insurance cover?

    • billyb67 on 16/03/2020 - 15:42

      seems like NO travel insurance covers Anything pandemic related so I'd guess no.

    • currentfad on 16/03/2020 - 15:42
      +1

      Check the PDS of your credit card.

      All mine have a pandemic clause in it (Citi cards underwritten by Allianz).

      • movieman on 17/03/2020 - 08:59

        Found out yesterday that Bankwest's included CC Travel Insurance excludes everything related to a pandemic.

    • Laurenlauren on 16/03/2020 - 16:06
      +1

      They'll reassess the situation before the 30th April and I predict they'd extend it if things continue the way they are.

    • INFIDEL on 16/03/2020 - 16:41
      +1

      Quite likely Air Asia will cancel some flights due to decreased demand.

      No one wants to take a holiday & stay in their hotel room for 14 days! Similarly, few will want to come (back) to Australia to self-quarantine & not be able to work.
      Those conditions will likely make many flights uneconomic.

      So this Deal may be extended if self-quarantine is extended.

      If your flight is cancelled, you may get a refund or rebooking at that time.

      My flights are in June.
      So hoping things improve by then (unlikely), my flights are cancelled (possible) or this offer is extended (likely).
      But we will know more closer to the time.

      • INFIDEL on 09/05/2020 - 16:02

        My May & June flights have now been cancelled. Contacted by SMS & email.

        Only real option is to accept Credit with Air Asia for (likely more expensive) flights within 2 years of credit being added to my account.

  • tsunamisurfer on 16/03/2020 - 15:50
    +4

    The OP's link doesn't work, here is the updated one.

    https://newsroom.airasia.com/news/covid19-travel-advisory-up…

  • utopia on 16/03/2020 - 15:57
    +1

    Nice to see AirAisa etc give an option

    The real question is does it cost Aus govt something to declare certain countries Do Not Travel under Smarttraveller ? https://www.smartraveller.gov.au/destinations?title=&field_o…

    Why is China (under 9,889 active cases) and Iran and Venezuela on the Do Not Travel list (and possibly subject to insurance claims ) but not Italy (20,603 active cases and the highest % at 409/Millions ) ?

    • Laurenlauren on 16/03/2020 - 16:11

      Interesting…
      This is from the Smart traveller website:

      "Italian authorities have extended measures to restrict the spread of coronavirus (COVID-19) across all of Italy. As a result, we now advise you to reconsider your need to travel to Italy. We recommend you do not travel to Lombardy and other provinces in the north, which include Milan and Venice (see Travel for details). If you decide to stay in Italy, follow the advice of local authorities. Several major airports remain open, but expect travel disruptions. If you’re returning to Australia from Italy, as an Australian citizen or permanent resident, you’ll need to self-isolate for 14 days on arrival in Australia from 1800 (AEDT) on 11 March 2020. Check with the embassy or consulate of the country you are travelling to or through for any other entry or transit restrictions.
      We now advise you to:

      Reconsider your need to travel to Italy overall.

      Do not travel to the region of Lombardy, and to the provinces of Modena, Parma, Piacenza, Reggio nell' Emilia, Rimini, Pesaro and Urbino, Alessandria, Asti, Novara, Verbano-Cusio-Ossola, Vercelli, Padova, Treviso, and Venezia."

    • BlkForest on 17/03/2020 - 00:49

      Yes it's real discrepancy

    • lostn on 17/03/2020 - 13:43

      There is a social cost but not a monetary cost to update a web site.

      Countries with governments you don't like such as China and Iran, you don't mind pissing off because chances are they already don't like you anyway.

      But if a country is considered a "friend" or part of some kind of alliance, either militarily, economic or trade based, you don't want to slight them because you jeopardize a friendship or cooperation.

      Cambodia for instance, who depends heavily on Chinese investment and tourism, did not put any travel restrictions on China in either direction. Their president even visited China to meet Xi, and did not wear a face mask.

      I don't think anyone will dare risk pissing off Trump either even if the US becomes a leper colony because he is a guy known to retaliate against slights, even against allies. And he can do more damage to you than you can to him. He threw a tantrum at Denmark, canceled a visit and called their PM "nasty" when they refused to sell Greenland to him.

      • utopia on 18/03/2020 - 14:39

        Well ; now that Australia has hit 18 infections /million it's time for level 4 worldwide finally

        Now waiting for the my insurance to update their advisory (which only had China previously) : https://travel.medibank.com.au/travel-alerts
        (I booked in Oct/2019)

        • lostn on 18/03/2020 - 17:54

          being that it is a pandemic, i doubt insurance will cover you.

  • shiningstars on 17/03/2020 - 07:01
    +3

    With Malaysia not allowing entry for the next two weeks i am waiting for them to cancel my flight then i can get refunded.

    • INFIDEL on 17/03/2020 - 10:43
      +1

      Thanks for that Malaysian travel update!

      That's the best option - better for us if AA has to cancel. Expect choice of full refund, credit or rebooking options.
      That's what happened with their recent cancelled flights to Philippines:

      Strangely smarttraveller does not list yesterday's announced travel restriction! (Still current at: 17 March, Updated: 13 March)
      Due to the coronavirus (COVID-19) outbreak, foreign nationals who have visited certain destinations in the past 14 days will be denied entry to Malaysia. There are restrictions on travellers with some foreign passports (Australian passports are allowed).

      But the Straits Times discusses it
      movement control order, starting March 18 until March 31 nationwide
      There will also be a ban on all foreign tourists and visitors.

      Qantas has just announced a cut of 90% in international flight capacity. Expect Air Asia to also drastically cut flights.

      Things will develop over time for others with bookings. Subscribe to this Deal. Stay tuned…

      • shadowangel on 17/03/2020 - 15:46

        none of these airlines will be solvent soon, a few weeks-months of no earnings will quickly eat though funds.
        most airlines barely break even as it is.

      • InspironN5110 on 17/03/2020 - 21:11
        +2

        I can confirm that AA has offered the option of a full refund instead of a credit for a recently cancelled flight.

        Copy and paste below:

        Dear Guest,

        We regret to inform you that your AirAsia X flight xxx scheduled to depart from Sydney (SYD) to Kuala Lumpur (KUL) on xx April 2020 has now been cancelled due to travel restrictions.

        We sincerely apologize for any inconvenience caused, and you may select one of the following service recovery options below:

        1. Change your flight to another departure date/time within 180 calendar days, one time free of charge from the original departure date.

        Chat with Ava now at xxx with your new flight details (date and time).

        1. Request for a credit account of the value of your booking which is to be redeemed within 365 calendar days from the issuance date for your future travel with us. The actual travel dates can be after the expiry date as long as our schedule is out.

        For Credit Account, you may chat with Ava now at xxx. Once the AVA chat window opens, select “Refund” from the menu followed by “New Refund Request” and complete the fields as directed by AVA.

        1. Request for a full refund of the value of your booking.

        For refunds, you may chat with Ava now at xxx. Once the AVA chat window opens, select “Refund” from the menu followed by “New Refund Request” and complete the fields as directed by AVA.

        The options above are applicable for direct online bookings made via airasia.com only. For other types of bookings, such as those made through travel agents, kindly refer to your respective booking channel for further assistance.

        We sincerely apologize for any inconvenience caused. Please disregard this email if changes have been made.

        • INFIDEL on 17/03/2020 - 22:04

          Thanks for confirming. I think they will be sending a lot of those emails with Malaysia stopping & Australia restricting entry.

  • [Deactivated] on 17/03/2020 - 14:31

    peanuts and monkeys lol

  • shiningstars on 17/03/2020 - 19:08
    +2

    As predicted my flight just got cancelled so i can now apply for full refund. Dont convert to credit too soon.

    • INFIDEL on 17/03/2020 - 19:14

      That will be a relief!

      Sadly, I'm having my Malaysian holiday closer to home!

      $8 Meals for 14 Days @ Papparich😉
      Today was Nasi Lemak. Tomorrow is Curry Chicken Laksa. But it lacks the noise & spices of Malaysia😢

    • Eeples on 17/03/2020 - 22:56

      Did the AVA refund process work for you?
      thanks.

  • Eeples on 17/03/2020 - 22:53
    +1

    I received a few hours ago; a cancelled flight email.

    24/4/20 D7220 SYD-KUL (no mention of the return leg on the same booking PNR).

    3 options. One of which is full refund.

    Unfortunately the refund process fails on the last step with AVA.

    When I find the booking in My Bookings it is all screwy… negative balance error.

    (I plan to claim accommodation and other missed flights with Insure and Go, I took out last year, (I am covered for pandemic if government restricts travel) based on this cancelled flight. I’ve read the PDS a few times and I’m not sure if I will be successful.

  • Associatedacidfreako @ AirAsia on 18/03/2020 - 00:26
    +2
    1. Select "COVID-19" from AVA's main
      menu
    2. Select "COVID-19 Voluntary
      Cancellations"
    3. Select either "Credit Account" or
      "Move Flight"
    4. Proceed to the next steps as instructed
      by AVA
      https://support.airasia.com/s/article/Covid-19-Refund-Reques…

    I just submitted cancallation to have credit in my big member account

    • Eeples on 18/03/2020 - 12:16
      +1

      It failed after I entered in my correct gmail account email.

      My flight is actually cancelled by air asia.

    • Eeples on 19/03/2020 - 12:12
      +1

      Refund process finally worked thru AVA.

      In about the 10th try.

      Now, I have to wait for the refund (unless they go bankrupt).

  • Associatedacidfreako @ AirAsia on 18/03/2020 - 00:27

    the attach document seems not to be working so i didnt bother.

    i had a transit in KL so i have to submit two credit refund for that 1 booking

  • d-hunterz on 18/03/2020 - 08:31

    has anyone heard anything back from AA?

  • billyb67 on 18/03/2020 - 09:20

    Scomo just banned ALL international travel so bring on the refunds!! Woohoo

    • INFIDEL on 18/03/2020 - 10:06

      No he didn't - 'The travel advice to every Australian is do not travel abroad. Do not go overseas.' Scott Morrison. No great change.

      That's a big difference for refunds.

      But massively reduced number of travellers means flight cancellations by AA, with refunds.

      Being incorrectly reported in some media as a "ban". Read the details / watch the press conference for the facts rather than the clickbait headlines.

      • billyb67 on 18/03/2020 - 10:22

        No I watched the entire thing live, and in the very next sentence he said the word ban, maybe YOU had better go back and check your facts first..

        to quote the PM's next sentence if you'd even bothered to look because of your obvious eagerness to come across as a smug know-it-all - “That is an indefinite ban but, as you are seeing from other countries around the world, they are putting similar restrictions on entry, just as Australia has on others coming into Australia and you would expect that to be in place now and that is the stage we have reached.”

        I'm pretty sure the word BAN means BAN.

        • INFIDEL on 18/03/2020 - 10:26

          It has since been clarified. While the PM used the word Ban it's only travel advice.

          Discussion by those who should know say the government can't legally Ban people leaving Australis for overseas travel.

          SmartTraveller state there is a Level 4 (highest level) advice not to travel overseas.

          • billyb67 on 18/03/2020 - 10:28

            @INFIDEL: ok so as usual them, the PM is just a fool who doesn't even know what he's talking about. Proceed as usual..

            • INFIDEL on 18/03/2020 - 10:29

              @billyb67: He misspoke / went off script at the end. I think Scomo wanted a ban, but couldn't get it. So it just slipped out.
              It's just strongly worded advice!

              "I'm pretty sure the word BAN means BAN."
              Normally, but Scomo came from the advertising world - where words don't necessarily mean what we think they do…😉

              It would require an Act of parliament to change the laws - stopping Australians leaving Australia. That may be complex & potentially unconstitutional to block free passage of Australians / trade. (There has been a recent High Court ruling on who can be here - the Government lost.)

              Australia can fairly easily control who comes into Australia, but controlling who leaves is very complex. We don't usually consider that with Border Control.
              Unless passports are revoked or there is a court order against a person leaving - there are limited options for control on exit.

              The Federal Government can't even control (for isolation) many of those who have entered Australia - that's left up to the States & Territories.

              After all, a person leaving to start work overseas for an extended period is no threat to Australia. It's people returning that may be a threat.

              But with few available flights out of Oz - we already had severe overseas travel restrictions. Airlines won't want to risk further restrictions, so will cancel services.

    • INFIDEL on 24/03/2020 - 21:52

      Scomo has admitted in tonight's update media briefing - the announced overseas travel "Ban" was never a Ban. It was a travel advisory.

      The Government is now trying to use the Biosecurity Act to "Ban" people leaving Australia. But not all people. If they have a legit reason to travel - they still can go. But not for holidays.

      That is a strange use of the Biosecurity Act - denying people leaving. The Act is to protect Australians & the economy from hazards entering Australia. It could always be used on those returning to Australia.

      That's why it was not possible earlier - it's a complex matter which could be legally challenged. They're still working on it.

  • perthhunter on 18/03/2020 - 13:41

    I have a PER-KUL flight on Sat that still hasn't been cancelled.
    I tried to get a credit through AVA but it failed twice.
    Live Chat just keeps saying the queue is full and try again later.
    My booking doesn't even appear under "Manage Bookings" - pretty pathetic service.

    • shadowangel on 18/03/2020 - 14:36

      most airlines are being slammed. when they are running out of cash putting on more people really is there last priority.

    • Eeples on 20/03/2020 - 21:38

      Make sure you enter in your first and middle name in the first name question in AVA…. if you provided your 1st and middle name in the actual booking.

  • Eeples on 20/03/2020 - 21:37

    I have KUL-Bali return booked for late April. Went thru the process to get credit.
    It seems you need to do the process twice? Once for each leg?
    Second leg didn't work for me.

    • shadowangel on 25/03/2020 - 00:07
      +2

      yes Airasia bookings are all separate.

  • PotPlant on 25/03/2020 - 15:39

    Just wondering if anyone has successfully managed to get either a flight credit or a refund from Air Asia as yet? I applied for a credit approx 10 days days ago and at this point in time, I can't even login to "my bookings" to see the existing flights. Anyone had any success?

  • INFIDEL on 29/03/2020 - 09:49

    FLIGHT SUSPENSIONS ANNOUNCED

    CHANGE: NOW move your flight unlimited times without any charge to another date prior to 31 Oct

    Email received yesterday…

    hibernation of most of AirAsia Group’s fleet which has resulted in a suspension of flights or reduced frequency across the network.

    e.g. AirAsia X Malaysia (D7)
    Temporary suspension of most flights from 28 March 2020 to 31 May 2020.
    (D7 only flies international routes)

    You have the option of converting your flight booking into a credit account that is valid for future redemption for 365 days or moving your flight unlimited times without any charge to another date prior to 31 Oct 2020. You can perform these changes via AirAsia virtual Allstar AVA on airasia.com or support.airasia.com.

  • [Deactivated] on 28/04/2020 - 17:45

    I have a flight late June from Indonesia to Australia. Already cancelled the Australia to Indonesia leg with another carrier. Do I take the credit or risk it and hope for a cancellation to get a full refund. Any advice?

    • INFIDEL on 28/04/2020 - 18:51

      Its complex…

      I booked a flight for late May to KL.
      Received cancellation email - below.

      Return flight in June hasn't been cancelled yet.

      Air Asia initiated cancellations - there is now No Refund.
      Only option is to move travel dates as late as October & hope, or credit for a year      .

      Flight was for family matter in May-June. So travel is no longer needed. Would want a refund as I have no future travel planned with Air Asia.
      Cost was $124 return, & prepaid meals costing another $17.

      Could book flight in early October & hope for return date late October. Free to change dates - if seat available.
      But that affects my availability to travel elsewhere in 2021…

      That's if we can travel by October!!

      Seeming like Air Asia credit is only possibility. But flights will likely be more expensive. So need to pay more for flight I don't really want!

      URGENT : AirAsia X Flight Cancellation Notice

      you may select one of the following service recovery options below:

      1. Unlimited flight change: Change to any new travel date before 31 October 2020 on the same route any time up to 48 hours before flight departure an unlimited amount of times without any additional cost subject to seat availability.

      For change travel date, you may chat with Ava now

      2. Credit account: Request for a credit account of the value of your booking which is to be redeemed within 365 calendar days from the issuance date for your future travel with us. The actual travel dates can be after the expiry date as long as our schedule is out. Credit Accounts are not only faster to redeem, but also have a longer validity, and are more convenient for you, as you can simply top up for future bookings, if need be.

      For Credit Account, you may chat with Ava now at https://air.asia/CA. Once the AVA chat window opens, complete the fields as directed by AVA.

  • INFIDEL on 09/05/2020 - 15:48

    [UPDATE]
    Air Asia credit now lasts for two years* from the date the Credit is issued into your BIG Member Account.
    *Effective 6th May 2020

    Other choice:
    Unlimited flight change: Change to any new travel date before 31 October 2020 on the same route any time up to 48 hours before flight departure an unlimited amount of times without any additional cost subject to seat availability.
    (Unlikely we'll be able to or possibly want to travel by then.)

    Received email of June flight cancellation today.

  • INFIDEL on 09/05/2020 - 16:08
    +1

    As this is an ongoing issue for Air Asia customers - 'EXPIRED Deal' has now been extended until end of year.

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