Air Asia has cancelled all domestic and international flights in the Philippines until April 30 after the Philippine government extended its community quarantine period in Luzon until the last day of the month.
The budget carrier said all affected guests will be notified through email or SMS.
It is encouraging guests to update their contact details using the “My Bookings” feature on airasia.com to ensure that they receive timely notifications.
The carrier said guests with flight bookings made on or before March 22 with a departure date until May 31 this year will now be able to select an “extended flexibility options for future travel”.
Air Asia said passengers with booked flights can choose from the following options using the airline’s AI chatbot AVA on support.airasia.com or airasia.com:
1. Unlimited flight change: Change to any new travel date before October 31, 2020 on the same route for an unlimited number of times without any additional cost subject to seat availability.
2. Credit account: Retain the value of the flight booking in the guest’s Air Asia Big Member account for future travel with Air Asia, which needs to be redeemed within 365 calendar days from the issuance date. The travel date of the new booking can fall on any date within the published flight schedule on airasia.com.
The airline said guests whose travel plans are affected by restrictions or cancellations are advised to referred to its Covid-19 flight changes guide.
For bookings made through travel agents including online travel agents, Air Asia said refund requests need to be made via the respective travel agents.
“Air Asia is closely monitoring this situation and reserves the right to announce further policies according to the latest developments,” reads a statement from the airline.
The carrier said last month that it would temporarily hibernate most of its fleet across its network until the end of April due to the increasing number of countries imposing border restrictions amid the ongoing coronavirus (Covid-19) crisis.