Overview
AirAsia, a leading low-cost airline based in Malaysia, offers a flexible flight change policy to accommodate passengers needing to modify their travel plans. Changes can be made online via the Manage Booking portal on the AirAsia website or app, through the Customer Support Center, or at airport counters, subject to fare rules and availability. The policy encourages rescheduling over cancellations to provide flexibility while maintaining affordability.
Key Policy Highlights
- Risk-Free Period: Changes or cancellations are free within 24 hours of booking for tickets purchased directly through AirAsia’s website, mobile app, or Customer Support Center, provided the departure is at least seven days away. This applies to individual bookings but not group fares or award tickets.
- Eligible Tickets: Most fare types, including Low Fare, Value Pack, Premium Flex, and Premium Flatbed, allow changes. Low Fare and Value Pack tickets incur fees after the risk-free period, while Premium Flex and Premium Flatbed offer greater flexibility, with Premium Flex allowing two free changes and Premium Flatbed allowing unlimited free changes. Promotional fares may have stricter conditions or be non-changeable.
- Fare Difference: If the new flight is more expensive, passengers must pay the fare difference. If the new flight is cheaper, the difference is not refunded but may be issued as a travel credit for Premium Flex or Flatbed fares, valid for one year.
- Change Fees: Fees vary by fare type, route, and timing. Low Fare and Value Pack tickets incur a fee after the 24-hour risk-free period. Premium Flex and Premium Flatbed fares are exempt from change fees. Additional service fees may apply for changes made offline through the Customer Support Center or airport counters. Specific fees include flight changes, name corrections, destination changes, and infant flight changes, though exact amounts depend on the route and fare rules.
- Same-Day Changes: Changes can be made up to 48 hours before departure for most flights. For specific flight codes (e.g., Z2 flights), changes are allowed up to 12 hours before departure, and for i5 flights, up to four hours before departure, subject to availability and fare rules.
- Name Changes: Full name changes or ticket transfers are not permitted. Minor corrections (up to four characters in the first, middle, or last name) for spelling errors or legal name changes are allowed with approval, subject to a fee unless within the 24-hour risk-free period.
- Third-Party Bookings: Tickets booked through travel agencies or unauthorized portals must be changed through the original booking source. AirAsia may charge the full ticket fare as a change fee for unauthorized portal bookings.
- Time Restrictions: Changes are not allowed within 48 hours of the scheduled departure for most flights, or within 12 hours for Z2 flights and four hours for i5 flights. No-show passengers may forfeit the ticket’s value, and onward or return flights may be canceled.
- Codeshare Flights: For flights operated by partners, the operating carrier’s change policy applies, which may differ from AirAsia’s rules.
How to Change Your Flight
Online:
- Visit the AirAsia website or app and navigate to the “My Bookings” section.
- Log in with your BIG Member ID or enter your booking reference and last name to retrieve your reservation.
- Select the flight to modify, choose a new date or time, and review any fees or fare differences.
- Pay any applicable fees or fare differences and receive confirmation via email.
Offline:
- Contact AirAsia’s Customer Support Center via phone, live chat (AVA), or social media for assistance.
- Visit an AirAsia ticket counter or sales office at the airport for in-person changes.
Special Circumstances
- Airline-Initiated Changes: If AirAsia cancels or significantly delays a flight (e.g., over three hours), passengers can rebook on the next available flight without fees or request a refund or credit. For FLY-THRU connections, if a delay or cancellation causes a missed connection, passengers are rebooked on the next available flight within AirAsia’s connecting time at no cost. EU/UK passengers may be eligible for compensation under EC 261/2004 for delays or cancellations within the airline’s control.
- Medical or Bereavement: In cases of serious illness or medical conditions preventing travel, a refund as a credit for unused portions may be offered with valid medical documentation. Fee waivers may be granted for bereavement with appropriate documentation, subject to approval.
Additional Notes
- Non-Transferable Services: Extras like seat selection, baggage allowances, or in-flight add-ons may not transfer to the new flight and are subject to availability. If unavailable, these services may not be refunded.
- International Flights: Changes to international flights may involve additional taxes or visa requirements. Passengers must ensure compliance with destination-specific regulations.
- Travel Credits: Credits issued for changes or cancellations are valid for one year and can be used for future flights, upgrades, or add-ons but not for hotels or activities.
- Customer Support Challenges: Some passengers report delays in customer service responses, so early action is recommended for changes. Using the AVA chat feature on the AirAsia website can help track refund or change status.
