AirAsia will change its flight schedule in line with the Philippines’ government order to close Boracay island for rehabilitation from April 26 to Oct 26, 2018.
During the six-month period, AirAsia will make the following changes to its scheduled Caticlan (MPH) and Kalibo (KLO) flights.
To not disrupt their guests’ holiday plans, AirAsia will mount additional flights to popular leisure destinations Palawan, Bohol, Cebu, and Davao in the Philippines.
Guests who are affected by the changes and hold flight bookings from 26 April to 26 Oct, 2018 will be notified via email and SMS.
“AirAsia strongly urges all guests to keep their email address and mobile number (with country code prefix) updated in their AirAsia member profile to ensure we can reach them for timely assistance,” said the low-cost airline in a statement on Thursday.
For immediate assistance and additional information, customers can reach AirAsia via their contact channels listed on support.airasia.com.
Listed below are the guides provided to assist customers.
Affected guests will be able to choose one from the following service recovery options:
a. Change destination: Option to be accommodated on any domestic flights operated by AirAsia Philippines (carrier code Z2) within 30 days of the original travel date at no extra cost, subject to seat availability and government mandated taxes. Fare difference shall apply for international flights and changes to travel date beyond 30 calendar days; or
b. Move flight date: Change to a new travel date on the same route without additional cost, subject to seat availability; or
c. Credit account: Retain the value of fare in your AirAsia BIG Loyalty account for future travel with AirAsia. The online credit account is valid for booking within 180 calendar days from the date of issue; or
d. Full refund: Obtain a full refund to your original payment method for the amount equivalent to your booking.
Guests who wish to opt for move flight date, change destination or credit account are urged to fill in an e-Form available on support.airasia.com:
1. Click on the Email Us tab on the right panel
2. Select Enquiry/Request under Type of Feedback
3. Select Booking under Sub Category 1
4. Select Boracay Closure for Sub Category 2
5. Type in your option under Subject: “Boracay – Move Flight” OR ”Boracay – Change Destination” OR “Boracay – Credit Account”
6. Complete the remaining form fields and click Submit to proceed
a. For move flight, please provide new flight details (date and time) and passenger name(s)
b. For change of destination, please provide new destination, flight details (date and time) and passenger(s)
c. For credit account, please provide your AirAsia BIG Loyalty member ID
Guests wanting a full refund must fill in an e-Form available on support.airasia.com:
1. Click on the Email Us tab on the right panel
2. Select Refund under Type of Feedback
3. Select Flight Cancellation under Sub Category 1
4. Type in Subject field: “Boracay – Refund”
5. Complete the remaining form fields and click Submit to proceed