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Document Korea - Philippines New Flight Schedule

AirAsia Zest is implementing the following changes in its Korea-Philippine route to improve our service, safety, and operations for the benefit of our valued passengers

1.    What are the new schedule for AirAsia Zest flights between Korea and the Philippines?
2.     Flight # Departure Arrival Departure Arrival Effective Date
Z2048 Cebu Incheon 1845hrs 0015hrs 1 July 2014
Z2049 Incheon Cebu 0115hrs 0455hrs 1 July 2014
Z2038 Kalibo Incheon 1040hrs 1555hrs 1 July 2014
Z2039 Incheon Kalibo 1655hrs 2010hrs 1 July 2014
Z28038* Kalibo Incheon 1420hrs 1935hrs 1 September 2014
Z28039* Incheon Kalibo 2030hrs 2345hrs 1 September 2014
Z2884 Manila Incheon 0735hrs 1235hrs 1 August 2014
Z2885 Incheon Manila 1325hrs 1640hrs 1 August 2014
* Canceled and merged with Z2 038/039
 
3.    When will the new schedule take effect?
New schedule for Incheon to Kalibo and vice versa will start 1 July 2014 while Incheon to Manila via flight Z20884 and Z2885 begins 1 August 2014.
The   second daily flight between Incheon-Kalibo via Z28038 and Z28039, meanwhile, is scheduled to be cancelled on September 1, 2014 instead of the earlier announcement of July 1, 2014 due to the peak season.
4.    Are there any changes for other AirAsia Zest flights in Korea such as Kalibo-Busan route and the second Manila-Incheon route via flight Z2084/Z2085?
There are no changes for these routes and the same original schedule will be operated as below.
Flight Number Origin Destination Depart ure time Arrival time
Z2084 Manila Incheon 14:55 19:55
Z2085 Incheon Manila 20:55 00:10
Z2058 Kalibo Busan 13:55 18:50
Z2059 Busan Kalibo 20:00 23:05
 
5.    Are there any changes in the terminal for flights between Manila and Incheon?
There are no changes as of the moment as flights for Manila to Incheon via Z2884 and return flights via Z2885 will continue to depart/arrive from NAIA Terminal 3 while terminal for flights Z2084 and Z2085 of the same route will depart/arrive at NAIA Terminal 4. 
 
 
6.    Why do you need to make the changes in schedule?
We sincerely apologize for the inconvenience caused by these changes. We are working on improving our services per route, increasing our safety process and efficiency on our operations, all for a better travel experience for our valued passengers
7.     How about guests who have booked and confirmed their flights? Will they be offered anything?
Guests will have the following options for each affected route:
A)   Flights Z28038 (Kalibo-Incheon) and return flight Z28039 (Incheon-Kalibo) has been reinstated and will continue to operate until August 31, 2014.
·         Passengers who have already changed to other flight re-routings or requested refunds BUT would like to take our reinstated 8038/8039 flights, we will accommodate them as requested.  Those passengers, we will send e-mails and SMS to inform them that their original flights have been reinstated and they have the option to be re-booked.  For this, passengers will need to contact our Customer Call Center, Incheon Airport office, send an e-mail to aaz_korea@airasia.com, or utilize Live Chat or submit eForms via the AirAsia website.
·         Passengers amendable with the re-route and refund option. No changes will be made
 
B)    Effective September 1, 2014, flights Z2 8038 (Kalibo – Incheon) and Z2 8039 (Incheon – Kalibo) will be cancelled. Passengers of these flights will be merged to flight Z2 038 (Kalibo-Incheon) and  Z2 039 (Incheon – Kalibo).
 
Please note that starting July 1, 2014, flights Z2038 and Z2039 flight will have re-timings as highlighted below.
 
 
Flight /Route Z2 038 (Kalibo to Incheon) Z2 039 (Incheon to Kalibo)
Current Timing 02:10 – 07:25 08:25 – 11:40
Re-Timing 10:40 – 15:55 16:55 – 20:10
 
 
·         Passengers of cancelled flights Z2 8038 / Z2 8039, will be automatically moved to flights Z2 038 / Z2 039 which depart on the same day as the original date but with new timing which is ~3.5 hours earlier than their original departure times as shown below. 
 
Time Change Move passengers from Z2 8038
to Z2 038
Move passengers from Z2 8039
to Z2 039
Current New Current New
Timings 14:20 – 19:35 10:40 – 15:55 20:30 – 23:45 16:55 – 20:10
Difference -3:40 hours earlier -3:35 hours earlier
 
Passenger Compensation:
 
·         For each affected passengers, a credit shell of $100 USD will be given. The credit shell is valid for one year from issuance as a compensation which can be used to purchase AirAsia, AirAsia Zest and AirAsia X seats to any destinations including online products and services.
 
Service Recovery Options available for this route:
 
·         Passengers may request full refund of the ticket value for the flight.
 
·         Passengers who requested full refund can receive credit shell amounting 20% of the ticket fare excluding taxes.
 
·         If passengers are unable to make the earlier timings for Z2 038 / 039, we will provide passengers with the option to change their travel date or travel via Manila (i.e., Incheon – Manila – Kalibo – Manila – Incheon) based on seat availability.
 
·         If the Manila connection requires an overnight layover, we will provide complimentary hotel accommodations, transfer between hotel and NAIA airport, and meal vouchers
 
·         For the Manila connections, complimentary shuttle transfer between Terminal 3 (Incheon to Manila or Manila to Incheon segments) and Terminal 4 (Manila to Kalibo or Kalibo to Manila segments) will be provided to passengers.
 
·         For affected passengers who wish to change their flights but cannot be accommodated via change in travel date or flight re-routing via Manila due to no seat availability, we will request passengers to purchase economy class tickets on alternate airlines and will provide reimbursement upon submission of appropriate itinerary and purchase receipt to AirAsia Zest.
 
·         Passengers who present themselves at the Incheon or Kalibo airports at the original Z2 8038 / 8039 flight times because they claim to not have received prior notification on the new timings, will be accommodated to the next available Z2 038 / 039 flight and will be provided with complimentary airport hotel, hotel transfers, and meal vouchers
 
 
C)   Effective July 1, 2014, flights Z2 048 (Cebu – Incheon) and return flight Z2 049 (Incheon - Cebu) will have re-timings as highlighted below:
 
Flight /Route Z2 048 (Cebu to Incheon) Z2 049 (Incheon to Cebu)
Current Timing 00:30 – 06:00 08:15 – 11:55
Re-Timing 18:45 – 00:15 01:15 – 04:55
 
 
·         Passengers will be automatically moved to the flight with re-timings which will now depart Incheon on the following day for Incheon to Cebu route and on the same day for Cebu to Incheon route. 
 
  • We sincerely apologize for the inconvenience caused and are offering following compensation and options for the timing change for this route.
Passenger Compensation:
 
  • A credit shell of $120 USD, valid for one year from issuance, will be given. The credit shell can be used to purchase AirAsia, AirAsia Zest and AirAsia X seats to any destinations including online products and services.
 
Service Recovery Options:
 
  • Full refund of the ticket value for the flight plus a credit shell amounting to 20% of the ticket fare excluding taxes.
  • Change travel date or travel via Manila (i.e. Incheon – Manila – Cebu – Manila – Incheon). Subject to seat availability
  • Affected passengers on Z2 048 (Cebu – Incheon):
    • Will be provided with a  complimentary Cebu airport hotel accommodation, transfers between airport and hotel, and meal vouchers for the next day flight, if needed
    • Allowed a reimbursement for taxi services of up to KRW 50,000 for residents of Metro Seoul Area travelling to Incheon. Reimbursement to be processed upon submission of proper documentation/ receipts. 
    • For those who wish to stay overnight, Incheon airport hotel accommodations, transfers between airport and hotel, and meal vouchers for passengers will be provided.  Passengers are responsible for their own transportation the follow morning.
 
  • For affected passengers on Z2 049 (Incheon to Cebu) who have hotel reservations in Cebu, we will reimburse the cost of one night’s stay – provided passenger submits proper evidence of reservation/payment/hotel rate. 
  • For the Manila connections requiring an overnight layover, we will provide complimentary hotel accommodations, transfer between hotel and NAIA airport, and meal vouchers
  • For the Manila connections, there will be a complimentary shuttle transfer between Terminal 3 (Incheon to Manila or Manila to Incheon segments) and Terminal 4 (Manila to Kalibo or Kalibo to Manila segments)
  • If we are unable to accommodate your change in travel date or flight re-routing via Manila due to no seat availability, you may purchase an economy class tickets on alternate airlines, and we will provide reimbursements upon submission of appropriate itinerary and purchase receipt to AirAsia Zest and upon confirmation by our AirAsia Zest agents.
 
 
 
 
 
 
 
D)   Effective August 1, 2014, flights Z2 884 (Manila to Incheon) and return flight Z2 885 (Incheon to Manila) will have re-timings as highlighted below:
 
Flight /Route Z2 884 (Manila to Incheon) Z2 885 (Incheon to Manila)
Current Timing 02:25 – 07:25 08:25 – 11:45
Re-Timing 07:00 – 12:00 12:45 – 16:00
Difference +4:35 hours
 
 
Passenger Compensation for this route:
 
·         For each affected passengers, a credit shell of $80 USD will be given. The credit shell is valid for one year from issuance as a compensation which can be used to purchase AirAsia, AirAsia Zest and AirAsia X seats to any destinations including online products and services.
 
Service Recovery Options available for this route:
 
·         Passengers may request full refund of the ticket value for the flight.
 
·         Passengers who requested full refund can receive credit shell amounting 20% of flight fare excluding taxes.
 
·         Passengers who present themselves at the Incheon or Manila airports at the original Z2 884 / 885 flight times because they claim to not have received prior notification on the new timings, will be accommodated to the next available flight and will be provided with complimentary airport hotel, hotel transfers, and meal vouchers (estimated value worth up to 150 USD).
 
 
Evidential document for submitting to travel agencies, hotels and insurance company:
 
Upon request by the affected passengers, AirAsia Zest will provide official document about AirAsia Zest’s new schedule for the passengers to submit it to travel agencies, hotels and insurance company.
 
Moreover, a certificate of disruption can also be provided upon your request. Please send an email to aaz_korea@airasia.com with your name, contact details and we will get back to you immediately to confirm.

8.    How can I claim my credit shell?
To receive your credit shell compensation, please register via this link:  https://member.airasia.com/register.aspx?culture=ko-KR
For those who have already registered or have an existing AirAsia Member ID, you will automatically receive an instruction via email on how to use the credit shell amount to purchase AirAsia, AirAsia Zest and AirAsia X seats, products and services online.  

9.    How do I get in touch with AirAsia Zest to facilitate the refund / credit shell / changes due to cancellation and new schedule?
 
Guests will be contacted via e-mail and SMS, as well as phone calls from our pre-flight team to notify them of these changes as well as the options that are available to them.

Passengers may also call us at the following:
 
·         Call Center (00798 1420 69940) from 8am - 5pm (GMT +9), Monday to Friday OR at our Incheon Office (+82 32 7438048) 10am - 5pm (GMT +9), Monday to Friday.
·         Send us an email at aaz_korea@airasia.com with your name, phone number, service request, and available time so we can immediately call you back.  We will also respond via e-mail once we have processed your request.
 
·         You may also access the LiveChat function on our AirAsia website for online connectivity to our customer service agents.
 
·         For walk-ins, you may visit our Customer Service Desk at the AirAsiaZest office in Incheon Airport.  We are open daily from 10am – 5pm.
 
10.  I haven’t received an SMS or email even though I know my flight is being moved or cancelled. What should I do?

Send us an email at aaz_korea@airasia.com with your name, phone number, service request, and available time so we can immediately call you back.  We will also respond via e-mail once we have processed your request.
 
You may also access the LiveChat function on our AirAsia website for online connectivity to our customer service agents.
 
For walk-ins, you may visit our Customer Service Desk at the AirAsiaZest office in Incheon Airport.  We are open daily from 10am – 5pm.
 
A copy of the Service Recovery Options with detailed guidelines can be accessed through the following links:
English version http://www.airasia.com/ph/en/latest-news/new-airasia-zest-flight-schedule.page 
Korea version   http://www.airasia.com/kr/ko/latest-news/new-airasia-zest-flight-schedule.page
 
If you are unable to connect to our Call Center or Incheon Airport office, we strongly recommend the use of our e-mail address or LiveChat functions to timely support/follow up.
 
 
11.  How long will the credit shell last for and how can we claim it?
 
Credit shell which is part of the compensation package is valid for one year from date of issuance.
The credit shell is like a travel fund which may be used to purchase AirAsia, AirAsia Zest and AirAsia X seats to any destinations including online products and services valid for one year from issuance.
 
On claiming the credit shell please refer to #7
 
 
12.  When will I get my refund?
 
Please clink on this link for the refund process. Please note our refund process usually takes up to 30 working days. In the event you are entitled to a refund but have yet to receive payment after 30 working days, please fill up the e-form and our Customer Care Team will get in touch with you in 3-5 business days, or contact us via Live Chathttp://twitter.com/AskAirAsia
 
 
13.  How can I get a certification for my insurance claim?
 
For any insurance claim, a certificate of disruption may be secured at our Korea airport station which can be reached at +82 32 743 8048 from 10am to 5pm, Monday to Friday or at 00798 1420 69940 from 8am to 5pm, Monday to Friday. If you are unable to reach us via this line due to high volume of calls, please send us an email at aaz_korea@airasia.com with your name, contact details and we will get back to you immediately to confirm. from 8am – 5pm (GMT +9), Monday to Friday
 
Guests can also access the LiveChat function on http://www.airasia.com/my/en/live-chat.page for online connectivity to our customer service agents, Monday to Sunday, 8am to 8pm or call +632.7422742 for Philippines contact center, Monday to Sunday, 7am to 11pm
 
 
14.  I received a notice that my booking for Incheon-Kalibo route via Z28038 and return flight via Z28039 has been cancelled and I also received another notice that my flight is no longer cancelled what should I do?

We sincerely apologize for the confusion and inconvenience you have experienced.  After thorough review, flights Z28038 and Z28039 will continue to operate during this peak season of July 1 to August 31, 2014. Cancellation of these flights, however, will be implemented effective 1 September 2014 instead.
So for those who hold bookings from July 1 to August 31, 2014, they will have the option to be re-accommodated on their original flight (kindly refer to #6, reinstatement of Kalibo-Incheon route via flights 8038/8039, for the passenger options)
Moreover, to our dear passengers whose flights will be cancelled and hold bookings from September 1, 2014 onwards, they will be able to choose from the following options also mentioned in Item #6 (Cancellation of Kalibo-Incheon route via flights 038/039) which we trust will minimize the inconvenience.

15.  What about my hotel reservations / ground transportation / connecting flights / missed tours or any other out of pocket expenses which I have booked? Will AirAsia Zest be providing any compensation for these items?

Yes, AirAsia Zest will be providing support as needed to the affected passengers. Item # 6 details which routes and flight destinations will receive hotel, meal and transport subsidies.
To highlight, when affected passengers need additional 1 night accommodation due to new schedule, accommodation and meals will be provided in the Philippines
In the case of those who were unable to check-in at hotel due to new schedule for Incheon-Cebu, 1 night accommodation cost will be provided upon request and by providing an official receipt and/or other evidential document.
For the affected passengers for Cebu route who will be arriving at 00:15 in Incheon, AirAsia Zest will compensate up to KRW50,000 for taxi upon request with evidential document as well.
16.  Route withdrawals and changes in timing or schedule of flights are considered a violation of consumers’ right. How does AirAsia Zest respond to this issue?
AirAsia Zest offers service recovery options and compensation package to affected passengers in line with the consumer and aviation regulatory laws of both Korea and the Philippines.
 
17.  How many guests will be affected by the route suspension?
We are unable to provide the required information. Our primary focus remains on informing and assiting affected passengers.
 
18.  Have guests been notified of the changes and frequency reduction for Incheon-Kalibo as well as the available options?
All affected passengers will receive notification in stages through e-mail, SMS and phone calls. We have also assigned special customer service desk with teams to personally assist passengers at the airport by providing them immediate assistance and information.
 
 
A copy of the Service Recovery Options with detailed guidelines can be accessed through the following links:
English version http://www.airasia.com/ph/en/latest-news/new-airasia-zest-flight-schedule.page 
Korea version   http://www.airasia.com/kr/ko/latest-news/new-airasia-zest-flight-schedule.page
 
To know more about your options for Kalibo-Incheon route changes, please refer to item # 6
 
19.  Will AirAsia Zest cover interest charges and late charges on guests’ credit card should the refund process take longer?
 
We apologize but coverage for interest charges and late charges on guests’ credit card is not part of the service recovery options. For update on your refund, kindly contact us through +82 32 743 8048 from 10am to 5pm, Monday to Friday or at 00798 1420 69940 from 8am to 5pm, Monday to Friday.
 
If you are unable to reach us via this line due to high volume of calls, please send us an email at aaz_korea@airasia.com with your name, contact details and we will get back to you immediately to confirm.
 
Guests can also access the LiveChat function on http://www.airasia.com/my/en/live-chat.page for online connectivity to our customer service agents, Monday to Sunday, 8am to 8pm or call +632.7422742 for Philippines contact center, Monday to Sunday, 7am to 11pm
 
20.  Will guests be given the option to be transferred to another airline at no additional cost?
 
For affected passengers on CEBICNCEB and KLOICNKLO route whose requested flights cannot be accommodated via change in travel date or flight re-routing via Manila due to no seat availability, can purchase economy class tickets on alternate airlines and we will provide cash reimbursement upon submission of appropriate itinerary and purchase receipt to AirAsia Zest and subject to confirmation by the authorized AirAsia Zest agent.
 
21.  Will AirAsia Zest bear the cancellation cost of hotel bookings and tours?
 
We apologize but AirAsia Zest will not be covering the cancellation cost of hotel bookings, tours and other expenses as this is not part of our service recover option.  Appropriate service recovery options including the compensation package for each affected passenger are already included in the email notice sent to all affected passengers. Kindly refer to #6 for the detailed compensation and service recovery option for affected passengers per route.
 
22.  Who can the affected passengers contact for further information and assistance?
 
AirAsia Zest can be contacted through the following:
 
Send us an email at aaz_korea@airasia.com with your name, phone number, service request, and available time so we can immediately call you back.  We will also respond via e-mail once we have processed your request.
 
You may also access the LiveChat function on our AirAsia website for online connectivity to our customer service agents.
 
For walk-ins, you may visit our Customer Service Desk at the AirAsiaZest office in Incheon Airport.  We are open daily from 10am – 5pm.
 
If you are unable to connect to our Call Center or Incheon Airport office, we strongly recommend the use of our e-mail address or LiveChat functions to timely support/follow up.
 
A copy of the Service Recovery Options with detailed guidelines can be accessed through the following links:
English version http://www.airasia.com/ph/en/latest-news/new-airasia-zest-flight-schedule.page 
Korea version   http://www.airasia.com/kr/ko/latest-news/new-airasia-zest-flight-schedule.page
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Korea-Philippines, AirAsia Zest, Korea, Philippines, new flight schedule
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