File photo of an AirAsia flight taking off.
KUCHING: AirAsia is canceling selected flights to and from mainland China until Feb 29, while allowing guests with flight bookings to or from all destinations in mainland China as well as Hong Kong and Macao to obtain a credit account or full refunds in light of the current Wuhan coronavirus outbreak.
According to an AirAsia travel advisory released at 10pm on Monday, all flights to and from Wuhan remain suspended until Feb 29.
“Certain destinations within AirAsia’s flight network have imposed travel bans for guests based on nationalities, cities of origin, travel history or the purpose of travel.
“Guests are recommended to check with respective governments or embassy offices prior to travel,” said the advisory released on AirAsia’s official website.
Following the cancellation, AirAsia is offering several options – move flight, credit account or full refund for guests who were affected by the flight changes or wish to make changes to their flight.
Affected guests are allowed to have a one-time flight change to a new travel date on the same route within 30 calendar days from original flight time without additional cost, subject to seat availability.
This option is applicable for guests affected by cancelled flights (except flights to or from Wuhan) and travel restrictions imposed.
Alternatively, affected guests can retain the value of their fare in AirAsia BIG Loyalty account for future travel with AirAsia.
The online credit account is to be redeemed for booking within 90 calendar days from the issuance date for their travel with AirAsia.
“The actual travel dates can be after the expiry date as long as our flight schedule is out. Applicable for all flights to or from mainland China, Hong Kong and Macao until 15 February 2020 (or 29 February 2020 for flights to/from Wuhan only) that was ticketed prior to 28 January 2020,” pointed out the advisory.
Affected guests can also opt for a full refund to their original payment method for the amount equivalent to their booking.
This option is applicable for all flights to or from mainland China, Hong Kong and Macao until Feb 15 that was ticketed prior to Jan 28.
“Guests whose flights fall into the above date range can obtain a full refund in the amount equivalent to that booking in the form of original payment.
“Refund requests can be made with AVA at support.airasia.com. From the main menu categories available, click on ‘Refund’ then ‘New Refund Request’ and finally ‘AirAsia flights to/from Wuhan’ for flights to/from Wuhan or ‘China Voluntary Refund’ for flights to/from other China destinations, including Hong Kong and Macao. From there, simply follow the instructions as directed by AVA,” said AirAsia.
AirAsia also strongly encourages guests to update their contact details using the ‘My Bookings’ feature on airasia.com to ensure that they receive timely notifications.
Guests can also check on their flights via the ‘Flight Status’ function on their website and mobile app.
For bookings made through travel agents including online travel agents, refund requests are to be made via the respective travel agents.
“AirAsia assures that the safety and wellbeing of our guests and Allstars is our top priority. AirAsia is complying with the advice and regulations from the local government, civil aviation authorities, global and local health agencies, including the World Health Organisation.
“AirAsia is closely monitoring this situation and reserves the right to announce further policies according to the latest developments,” added the advisory.
Follow AirAsia on Twitter (@AirAsia) and Facebook (facebook.com/AirAsia) for the latest updates or contact its customer support team at support.airasia.com.
Guests are also encouraged to check their flight status at airasia.com/flightstatus for live updates.