Travel Advisory: AirAsia flights status due to Mt Tengger eruptions - as of 16 March 2019 1930hrs (GMT +7)
SURABAYA, 16 March 2019 - Due to the recent eruptions of Mount Tengger in East Java, AirAsia is operating limited flights to and from Surabaya, Indonesia.
The following flights are affected on 16 March 2019:
Affected guests will be notified of their flight status via email and SMS.
Guests whose flights have been cancelled are entitled to choose one of the following service recovery options:
Option 1: Move flight: Change to a new travel date on the same route within 30 calendar days from original flight date without additional cost and subject to seat availability; OR
Option 2: Credit Account: Retain the value of fare in a credit account for future travel with AirAsia. The online Credit Account to be redeemed within 90 calendar days from the date of issue, for travel date of your choice; OR
Option 3: Full Refund: Obtain a full refund in the amount equivalent to your booking in the form of original payment. This can be done strictly via e-form available on support.airasia.com. Refund for bookings made through travel agents including online travel agents must be done via travel agents from which the booking was made.
AirAsia guests who are travelling to/from Surabaya between now and 21 March 2019, and wish to change their travel plans may also choose one of the service recovery options above.
We strongly encourage all guests to update their contact details at airasia.com to ensure that they are notified of any updates to their flights.
We will continue to monitor the situation closely and keep our guests updated on the latest developments.