Dear valued guests,

First and foremost, our hearts are with those who have been affected by Covid-19. In this unprecedented and challenging time, we want you to know that we are doing what we can to ensure your travel safety and to provide maximum flexibility to all of our guests.

We’re monitoring the situation closely.

The health and wellbeing of our guests and staff is always our top priority. We continue to monitor the public health situation closely and adhere strictly to all advice by local governments and global health authorities.

We’re here to help.

In light of the unforeseen circumstances, we are experiencing a much higher-than-usual volume of queries at this time. We are continuing to work around the clock to provide assistance to any guests affected by a disrupted service, and would like to sincerely thank all of you for your patience.

In order to better handle the surge in queries and requests, we have mobilised additional support to our customer service team, including volunteers from other functions who are stepping up to assist during this difficult time. 

Importantly, we have set up a comprehensive guide for our guests, who might be affected by travel restrictions or cancellations, due to their nationalities, travel history, or governmental bans. This is to give them clarity on their travel options, eligibility and other information. (See link: Covid-19 Refund Request Guide.)

We’re offering flexibility.

We understand the urgency of customer queries relating to the current health situation and any changes to their travel plans. AirAsia has made it a priority to minimise the impact on our guests and to address their concerns. 

We recognize that travel may not be your first thought now, which is why we are offering affected guests with options to convert flight bookings into Credit Accounts to be used to book a new flight within 365 days. 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. You also have the option to move your flight to some other date within 180 days, when it is more convenient for you to travel. These voluntary changes can be made via our virtual Allstar AVA on airasia.com, or support.airasia.com.

Any changes to our flight schedule are provided on our website (newsroom). But you can trust us, as always, that you will be notified directly via SMS, email and on our social channels, should your flight be affected by any disrupted service.

We’re maintaining the highest standards to ensure everyone’s safety.

Lastly, we want to assure you that we are taking extra measures to disinfect our aircraft in addition to the robust health and safety measures that are already in place. Any aircraft back from a nightstop goes through a deep sanitising cleaning. There are also HEPA filters in all of our aircraft that provide quality air filtration. 

It is our commitment to you that our flights will continue to operate normally, wherever there is no elevated risk highlighted, to minimise the impact on our guests.

The entire AirAsia family would like to express our sincere gratitude for your patience and kind understanding at these trying times. We promise to do our best to provide care and support to each and every one of you.

Thank you for your continued support.

Bo Lingam

President (Airline)

AirAsia