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COVID-19 Flight Changes Guide

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COVID-19 Flight Changes Guide

Apr 2, 2020 • FAQs

Answer
 
We understand the highly uid situation caused by the COVID-19 outbreak and the impact it has on your travel with us, exible options
below will be provided for all affected guests:
 
Convert the amount paid for your current ight booking into a Credit Account
(https://support.airasia.com/s/article/How-do-I-use-my-credit-account?language=en_GB) which can be redeemed for a new ight
booking in the next 365 days; OR 
Change your ight date without additional charges to any date before 31 October 2020; OR

 
You may submit your request with AVA according to the categories listed below
1. My ight is cancelled by AirAsia
2. I want to change/cancel my ight

Please note:
For bookings made through travel agents including online travel agents, requests for changes to your booking must be made via the
respective travel agents.
 
Below are the categories available and its respective steps to make the request as you chat with AVA:

     Categories on AVA                      Eligibility                            Steps to request           

 If your ight has been 1. Select "COVID Flight

cancelled by AirAsia, you will Changes" from AVA's main
receive an email or SMS menu
through the registered 2. Select "AirAsia cancelled My
My ight is cancelled contact.  Flight"
by AirAsia   3. Select either "Credit Account"
Please refer to that email for or "Move Flight" 
more information as the 4. Proceed to the next steps as
options offered may differ instructed by AVA
from time to time. 

 
You are eligible for this 1. Select "COVID Flight
category if: Changes” from AVA's main
Your ight booking was menu
made on or before 22 of 2. Select "I want to
I want to change/cancel
March 2020. change/cancel my ight" 
my ight
Your ight departure falls 3. Select either "Credit Account"
between 23 March 2020 or "Move Flight" 
until 31 May 2020. 4. Proceed to the next steps as
instructed by AVA

 
 
For a successful request submission with AVA, please ensure the following:
 
1. Your email address must match the one used for your ight booking. 
 2. Your rst name and surname are identi ed correctly according to this page here
(https://support.airasia.com/s/article/How-should-I- ll-up-the-guest-and-contact-details-when-booking-a- ight?language=en_GB).
  
3. If you are moving your ight date, please ensure that there are ights available on the date you wish to move your ight. 
4. Reply AVA with one answer at a time, following exactly as instructed by AVA. For more tips on how to interact with AVA effectively,
please refer here (https://support.airasia.com/s/article/How-do-I-use-AirAsia-Virtual-Allstar-AVA?language=en_GB). 
5. For bookings made through travel agents including online travel agents, requests for changes to your booking must be made via
the respective travel agents.  

 
Case number and checking your case status
 
If your request is successfully submitted, you will receive a case number at the end of the conversation with AVA which will also be sent to
your email address. 
 
You can check the status of your request using the “My Cases (https://www.airasia.com/member/mycases?culture=en-GB) ” feature accessible by
logging into your BIG Member Account.
 
*Please note that due to the overwhelming number of requests at the moment, it will take approximately 30 days for your request to
be processed.
 
If the status shows “Declined”, it probably means that your request did not meet the requirements on the terms and conditions
applied. 
 
Cannot nd your answer here? Check out the FAQ (https://support.airasia.com/s/article/COVID-19-Flight-Changes-FAQs?language=en_GB) for more
information.

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