Overview
AirAsia’s missed flight policy is governed by its Terms and Conditions and fare rules. As a low-cost, point-to-point carrier, AirAsia has strict policies for missed flights, with outcomes depending on the fare type, ticket conditions, and whether the booking includes the Fly-Thru service. For flights to/from the EU, EU Regulation 261/2004 may apply. Below are the key points for handling missed flights.
Missed Flight Due to Passenger’s Responsibility
If you miss your flight due to arriving late, failing to check in on time, or lacking valid travel documents, the following applies:
- Non-Refundable Tickets: Most AirAsia fares (e.g., Low Fare) are non-refundable. If you miss your flight, the fare is forfeited, but you may request a refund of airport taxes and fees within 6 months of the departure date or 1 year from the booking date. Submit requests via the AVA chatbot by selecting “Refund” from the main menu.
- Flexible Fares: Premium Flex or Premium Flatbed fares may allow changes to a later flight, subject to availability and a fare difference. Changes must be made at least 2 hours before departure via “Manage My Booking” or the AirAsia MOVE app. A change fee may apply.
- No-Show Policy: If you fail to check in on time or board the aircraft, the fare is non-refunded, and onward or return flights may be canceled if part of a Fly-Thru booking. For point-to-point bookings, return legs remain valid.
Note: Check-in closes 1 hour before international flights and 45 minutes before domestic flights. Online check-in is available 14 days to 1 hour before departure. Boarding gates close 20 minutes before departure. Ensure accurate contact details in your booking to receive updates.
Missed Connecting Flight Due to Airline Delays
If you miss a connecting flight due to a delay or cancellation of an AirAsia-operated flight, the policy depends on whether it’s a Fly-Thru booking (single booking number) or separate point-to-point bookings:
- Fly-Thru Bookings: If a delay or cancellation causes you to miss your Fly-Thru connection, AirAsia will rebook you on the next available flight to your final destination at no extra cost, provided it meets their Connecting Time. If no suitable flight is available or the connection falls on the next day, AirAsia may provide assistance (e.g., meals, accommodation) at their discretion.
- Point-to-Point Bookings: AirAsia is not responsible for missed connections on separate bookings, as they operate as a point-to-point carrier. You must purchase a new ticket for the next available flight.
- Right to Care: For delays within AirAsia’s control (e.g., technical issues), you may receive meals, communication access, and, if an overnight stay is required, accommodation and transport to/from the airport, especially for EU-regulated flights.
- Compensation: For EU-regulated flights delayed 3+ hours at the final destination due to reasons within AirAsia’s control, you may be eligible for compensation of €250–€600, depending on flight distance:
- €250 for flights up to 1,500 km
- €400 for flights between 1,500 and 3,500 km
- €600 for flights over 3,500 km
Compensation is not available for delays due to extraordinary circumstances (e.g., weather, air traffic control).
- Refund Option: If you choose not to travel due to a cancellation, you may request a full refund of the ticket, including taxes and fees, to your original payment method or a credit account. Refunds are processed within 30 days.
Note: For Fly-Thru bookings, baggage is checked through to the final destination, and you don’t need to clear immigration at transit hubs. For separate bookings, you must collect baggage and check in again, increasing the risk of missing connections.
Steps to Take if You Miss a Flight
If you miss your flight, follow these steps:
- Contact AirAsia Immediately: Use the AVA chatbot on the AirAsia website or MOVE app, or approach AirAsia staff at the airport. For urgent issues, call the AirAsia Contact Centre.
- Provide Booking Details: Have your 6-letter booking reference and flight details ready (available in your confirmation email or MOVE app).
- Explore Options: For non-refunded tickets, you may need to purchase a new ticket. For Fly-Thru delays, request rebooking. For refundable taxes, submit a request via AVA. Flexible fare holders can change flights via “Manage My Booking.”
- Submit a Claim (if applicable): For delays within AirAsia’s control, file a claim via AVA or the Customer Support page with your booking reference, boarding pass, and receipts for expenses. For unresolved issues, contact the Malaysian Aviation Commission (MAVCOM) via their
