For a quick guide and convenient access to our changes or cancellation
terms, please click on the links below for:-
| 1. |
Use of Site |
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You may use the website to make legitimate enquiries or bookings. You will not make any speculative, false or fraudulent bookings or any booking in anticipation of demand. If we are reasonably of the opinion that such booking has been made we shall be entitled to cancel the booking and inform the relevant authorities.
You also undertake to provide correct and accurate email , postal or other contact details to us and acknowledge that we may use these details to contact you in the event that this should prove necessary (see our Privacy Policy). |
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| 2 |
Bookings - Go Holiday Packages |
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2.1 |
These are the terms and conditions that apply to your booking. |
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2.2 |
Your contract comes into existence at the time you receive your
Package Confirmation summary from us. |
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2.3 |
A Go Holiday Package is a pre-arranged combination of least 2 of
the following components when sold at an inclusive price when the
services cover a period of more than 48 hours or include 2 nights
stay. The components are:
- Air Transport;
- Accommodation;
- Other tourist services not ancillary to the above (eg. car hire,
transfers, attractions) accounting for a significant proportion
of the package services.
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2.4 |
When you book products/services that are not a Go Holiday Package,
or if you book product(s) sold or offered for sale outside of Malaysia,
clause 2 applies. |
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| 3 |
Bookings - Hotel Only |
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3.1 |
If you book accommodation, or any other activities or events or
car hire on separate occasions or your booking does not otherwise
fall within definition of a Go Holiday Package (for example because
it does not cover a period of more than 48 hours) we are acting only
as your booking agent. |
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3.2 |
The contract for the provision of activities referred to above is
between you and the supplier or provider of it and the contract is
governed by the terms and conditions thereof. |
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3.3 |
Because we are only acting as your booking agent we are not liable
to you in the event that you suffer injury, loss or damage of any
kind whether caused negligently or otherwise in the course of or arising
out of the provisions, of those activities. |
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3.4 |
Clause 2.3 above does not apply if we are the supplier or provider
of the activities referred to in 2.1 above or if any injury, loss
or damage is caused by our own negligence or that of our employees
acting in the course of their employment. |
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3.5 |
When you book a non package arrangement eg. Hotel only clauses 1,
8, 9 and 10 of these Booking Conditions do not apply to you. |
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| 4 |
Payments |
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4.1 |
Full payment by credit card is required to make a booking. Credit cards accepted are all Visa and Master Cards. |
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4.2 |
Your 'Confirmation Summary' page will display a link to a page for
each product/service purchased and it is your responsibility to print
and retain these confirmations. |
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4.3 |
Your confirmation slips are important documents. You must take them
with you. Without them you will not be able to prove that you have
booked and paid for the relevant product/service and the product/service
will not be provided by the supplier. |
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4.4 |
We have the right to amend the terms and conditions herein at any
time and from time to time. |
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| 5 |
Price |
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5.1 |
The following are not included in the price, meals except where
otherwise specified, transfers (unless otherwise specified), excursions
(unless otherwise specified) all tips, laundry and all items of a
personal nature such as beverages, taxi and bus fares, shopping expenses,
passport and visa fees. |
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5.2 |
Once your booking is confirmed, the price of your products/services/Go
Holiday Package will not change. |
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5.3 |
Charges for booking extra nights' accommodation after your arrival
will be at the rate advertised in the hotel. |
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| 6 |
Changes or Cancellations by You |
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Non- Packages (Hotel Only) |
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6.1 |
If you wish to add extra nights in your room accommodation to your
Non Package, you can do so online, subject to availability of the
additional products(s)/service(s). You will have a different Confirmation
Number and you will need to print and retain (an) additional confirmation
for the additional product(s)/service(s) and it is your responsibility
to do this. |
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Go Holiday Packages |
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6.2 |
All purchases on Go Holiday Packages are FINAL and cannot be changed, cancelled, refunded, exchanged or transferred to another individual. Change fees are not an option. |
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6.3 |
If you wish to cancel your Go Holiday Package, the total amount
paid will be forfeited as set out in our Go Holiday Package Policy. |
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| 7 |
Changes or Cancellations by Us |
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7.1 |
It is unlikely that we will change or cancel your booking once it is confirmed.
If we do make changes then we will inform you as soon as we reasonably
can. We reserve the right to make changes that are not significant
and to correct errors in your booking details at any time without
being liable to you. |
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7.2 |
We are only liable to you for significant changes. A significant
change is one that we make to your booking before your departure
that affects an essential term of your contract. Accordingly, a
significant change is one that involves canceling the booking or
a significant part of it or changing:-
(a) Your destination area;
(b) Your booked accommodation to that of a lower rating as described
on the rating system found on the hotel information results screen.
(c) Your departure times or accommodation occupancy periods by more
than 12 hours.
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7.3 |
If we make a significant change then you have a choice. You may:
(a) Accept the changes; or
(b) Accept substitute arrangements of equivalent or superior quality
that we are able to offer you; or
(c) Accept substitute arrangements or lower quality that we are
able to offer you together with the difference in price between
the original and the substitute arrangements: or
(d) Accept a refund in the form of credit shell to be kept for a
minimum of 6 months from the actual date of departure.
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7.4 |
You must tell us which one of the above choices you make within
seven (7) days of your being informed of the significant change we
are making, or if your departure is less than 7 days from the date
you receive notification you must inform us of your choice as soon
as is reasonably practicable before the departure date. If we do not
receive notification from you about your choice you hereby agree that
you are deemed to have accepted option 7.3 (a). |
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7.5 |
We are not liable for any consequential expenses or losses. You
agree that no compensation is payable in the event of significant
changes made more than 14 days before departure because you have the
opportunity to make alternative arrangements. |
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7.6 |
We are not in any circumstances liable to you in the event that
the provision of the services and facilities you have booked is
compromised in any way by an event or a combination of events that
is beyond our control or that of our agents, suppliers or subcontractors
or in circumstances where liability is excluded here below. The
events referred to above include (but are not limited to) the following:
- War or the threat of war;
- Riot or civil disturbance;
- Terrorist or threatened terrorist activity;
- Industrial disputes or threatened industrial disputes;
- Actions of national or local governments;
- Natural or nuclear disasters;
- Fire or flood;
- Adverse weather conditions;
- Technical problems to transport;
- Airports and ports being closed or full;
- Cancellation or changes to services of scheduled transport providers;
- Changes brought about as a result of recommendations made by any
other government or international organisation or agency.
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| 8 |
Accuracy of Information |
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The hotel information and listings are compiled from information provided by the hotels. We publish such information in good faith, based on the information provided. We have taken reasonable care to ensure that the content of the website including all hotel information and listings are accurate and up-to-date. As such, we cannot be responsible for inaccuracies, errors, omissions or misleading information contained in the hotel listings or information. |
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| 9 |
Hypertext Links |
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This website may be linked to other websites that are not maintained by us. We are not responsible for the content of those websites. The inclusion of any link to such sites does not imply endorsement, sponsorship or recommendation by us of the websites and we disclaim any warranty (expressed, implied or otherwise howsoever arising) about the content and operation of these sites. We disclaim any liability for links: (i) from another website to this website: and (ii) to another website from this website. |
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| 10 |
Limitation of Liability |
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10.1 |
Where a component part of your Go Holiday Package is not provided
and you suffer death, personal injury or other attributable loss
or damage we will pay you reasonable compensation only when the
failure is the result of our negligence or that or our employees,
agents, suppliers or subcontractors provided they were acting within
the scope of, or in the course of their employment or contract.
AirAsia's liability to the guest and/or any third parties are in
any and all circumstances limited to the lesser of either: -
(a) the amount paid by the Guest of the booking; or
(b) Ringgit Five Hundred only (RM500.00).
Whichever of (a) or (b) is the lesser.
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10.2 |
We do not accept liability in any circumstances where any death,
injury, illness or other loss or damage has been caused by a third
party unconnected with the services or facilities set out on your
confirmation summary which was either unforeseeable or unavoidable
by us or our agents, subcontractors or suppliers. |
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10.3 |
We do not accept liability where any form of loss or damage (whether
by reason of death, injury, illness or otherwise) is due to your own
fault (or contributed by you in any way) or that of any party named
on your confirmation summary, or for any such loss caused by unusual
or unforeseeable circumstances beyond our control the consequences
of which could not have been avoided even if all due care had been
exercised or where any loss or damage is due to an event which we
could not have either foreseen or forestalled. |
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10.4 |
If we or our representatives arrange for you to purchase trips
or excursions or other services or facilities after you have departed
for your holiday this is done only as your booking agent. Any such
extra items do not form part of your Go Holiday Package contract with
us. In the unlikely event that you have any problem arising out of
a trip, excursion or other service or facility that does not form
part of your pre-arranged Go Holiday Package your rights are against
the person providing the trip, excursion or other service or facility
and will be governed by the terms and conditions and the law applicable
to the person supplying or providing the trip, excursion or other
product/service. |
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10.5 |
You must make any complaints or claims in accordance with this contract.
If we pay you or agree to pay you compensation you must give us or
our insurers all the rights you have to take action against anyone
else and you agree to provide us and our insurers with all due cooperation
and assistance in respect of any such action we or our insurers take. |
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10.6 |
Air transport is provided by AirAsia and accommodation by
hotel keepers who have their own terms and conditions of carriage
and business and over whom we may have no control. AirAsia
and hotel keepers strictly limit the circumstances in which compensation
is payable, and amounts of compensation payable for death or personal
injury and for all other forms of loss and damage, in accordance with
international conventions. You agree that we should not be liable
to any greater extent than AirAsia or hotel keeper. We are
not liable to pay compensation in circumstances or amounts other than
those recognised by any relevant international convention applicable
to AirAsia and hotel keepers. We are only liable to pay compensation
in circumstances and limited to the amounts that would be payable
if you sought compensation from AirAsia or the hotel keeper. |
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10.7 |
Subject to 8.7 above in the event of loss or damage to luggage or
any other personal possessions even where such loss or damage is due
to negligence or willful misconduct we further limit our liability
to each person named on the confirmation summary to a maximum of RM48.00
per kg. It is your responsibility [see clause 9] to ensure that you
have adequate and appropriate insurance coverage and you agree that
we are entitled to assume that you have. |
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10.8 |
Except in cases of death, injury or illness our liability is in
any event limited to a maximum of twice the Go Holiday Package price
attributable to the person affected. This maximum applies where everything
possible has gone wrong and you prove that no benefit or enjoyment
has been obtained. In all other circumstances we agree to pay compensation
that is reasonable and proportionate for the diminution in value of
your Go Holiday Package and any loss of enjoyment you prove subject
to the above maximum. |
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10.9 |
We may be constrained to change or end your booking arrangements
after departure. Where we are constrained to do so, we will only be
liable to refund such proportion of the cost of the Go Holiday Package
that you have not been able to use and/or the cost of such services
and facilities you have not yet used. We are not liable for any other
loss or damage whosoever. |
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10.10 |
If you encounter significant problems that are not our responsibility
and/or are the result of something that happens other than in the
course of the Go Holiday Package set out in your confirmation summary
as a result of which you suffer death, injury or illness we will
offer you reasonable and prompt assistance including assistance
in sorting out any problem with the person responsible. This assistance
is limited in money terms to the expenditure of RM5,000.00 (or equivalent
in your booking currency) per confirmation summary which you must
repay if you are successful in any claim against the person responsible.
This assistance is also limited to circumstances where you notify
us in writing of the steps that you intend to take against the person
responsible within 90 days of the relevant occurrence and obtain
our written approval [which will not be unreasonably withheld].
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| 11 |
Amendment of the Terms and Conditions |
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Each time you use this website you will be bound by the then current terms and you should review these each time you make a booking to satisfy yourself that you are happy with them. |
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| 12 |
Complaints and Claims |
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12.1 |
We can sort out problems on the spot if we know about them. If
you have cause to complain, please:
(a) tell the relevant product supplier;
(b) if the problem cannot be sorted out this way please contact
Go Holiday Support Team
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Malaysia |
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603 8660 4141 |
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Indonesia |
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0804 1333 333 |
(Within Indonesia) |
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6221 8089 9000 |
(Outside Indonesia) |
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Thailand |
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0066 2515 9889 |
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for Guest Care Service.
If the problem still cannot be resolved, then please notify us by
email or in writing: goholiday@airasia.com or Go Holiday, AirAsia Berhad, Lot N1, Level 4, Main Terminal Building, KL International
Airport, 64000 KLIA Sepang, Malaysia. |
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12.2 |
It is a precondition of your recovering compensation that you inform
us in writing at the above address of all complaints as soon as possible
and in any event no later than 42 days after your return home. This
is to give us a reasonable opportunity to make appropriate enquiries
and obtain evidence. If you do not follow this procedure we are not
liable to pay compensation for any such complaints that you make. |
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| 13 |
Your Responsibilities |
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13.1 |
Behaviour
If, in our opinion or the opinion of any accommodation manager or
other person in authority, you are behaving in a way which will cause
or be likely to cause danger or distress or annoy others or damage
property, your ground arrangement may be ended. If this happens, we
will not pay you anything and it will be up to you to make your own
travel arrangements. If we incur expense as a result of your behaviour
you shall fully compensate us for that expense. |
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13.2 |
Insurance
For your own protection, you and all members of your party must have
suitable insurance (including insurance to cover the costs of cancellation
of your holiday and the costs of assisting you if you or your party
has an accident or becomes ill during repatriation) for the full period
of your holiday. Please note, it is your responsibility to ensure
the insurance you purchase is suitable and adequate for your particular
needs. |
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13.3 |
Passport
You must ensure that you have a valid passport and any necessary visas.
Further details of passport and visa requirements can be obtained
by contacting the Immigration Department of Malaysia (Jabatan Imigresen
dan Pendaftaran Malaysia) on telephone number 60 3 20939181 or 20945108
or via http://www.imi.gov.my/ if you are a citizen of Malaysia. If
you are not a citizen of Malaysia then you will need to make your
own enquiries. We are not responsible or liable to you if you fail
to follow the correct procedures. You shall pay any penalties or expenses
that we or the relevant carrier incurs on your behalf if you fail
to follow the correct procedures. |
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13.4 |
Health
It is your responsibility to ensure that you are fit to travel and
participate in all of the services and facilities you have booked
and undertake. It is also your responsibility to ensure that you have
any necessary vaccinations for your travel arrangements and are able
to prove that you have the relevant vaccinations. Consult your doctor
about any health requirements for all destinations to which you are
traveling. We are not liable if you are refused entry to any country
or part of a country because you do not have or cannot prove that
you have the necessary vaccinations or do not comply in any way with
the health requirements of your destinations. |
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| 14 |
Data Protection |
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If you make a booking with AirAsia, we will record your personal details. Your data will be used principally to provide you with the Go Holiday Products you have purchased. We retain the data you provide from time to time, including data we collect when you use our products and services. Your data may be used for the following purposes: accounting, billing and audit, credit or other payment card verification, security, administrative and legal purposes, operation of awards schemes, systems testing, maintenance and development, customer relations and to help us in any future dealings with you, for example by identifying your requirements and preferences. For these purposes we may disclose your data to any of the following: other companies in the AirAsia group, and other companies involved in providing your Go Holiday Products, data processing companies working on our behalf, travel agents, government and enforcement agencies and credit and charge card companies. This may involve sending your data outside Malaysia. |
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| 15 |
General Legal Provisions |
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15.1 |
Your contract is governed exclusively by Malaysian Law and is subject to the exclusive jurisdiction of the courts of Malaysia. |
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15.2 |
The terms and conditions apply equally to you and to all persons named in your booking, whether you make a Go Holiday Package or Non Package contract. |
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15.3 |
The law regarding accommodation for persons with disabilities varies from country to country and AirAsia cannot guarantee that all hotels, transport and amenities will be equipped/suitable for wheelchair users/disabled passengers. |
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15.4 |
If you have special requests, we will do our best to ensure these are met but we cannot guarantee such requests nor advise you whether such requests have been fulfilled before you leave. |
