Please view our FAQ's. Most of your questions will be answered here.

get a room
Making your booking
Confirming your booking
Retrieving your booking
General information

goholiday packages
General Information
Making Your Booking
Before You Fly
During Your Flight

get a room

Making your booking

1. How do I book a hotel room?
Click here for book a hotel guide.

2. Are your hotel rates per room or per person?
The rate shown on this website is per room up to a maximum of 2 adults, NOT per person.

3. Does the rate include taxes and breakfast?
The rate quoted includes room, breakfast, local charge and government taxes (unless otherwise specified) but does not include extras such as transfers, parking, mini bar, laundry, other meals consumed at F&B outlets or other hotel facilities (unless otherwise specified).

4. What is the different of room categories?

• Single room - a single room is designed to accommodate one person only. The room contains one single bed.
• Double room - a double room is designed to accommodate two people only. The room contains one queen/king sized bed.
• Twin room - a twin room is also designed to accommodate two people only. The room contains two single beds.

5. Are extra beds/cribs available?
Most hotels offer extra beds/rollaway beds and cribs (typically at a charge $30-$60 each per night). Some may have restrictions on what room types will allow extra beds. This may listed on the Hotel Information page. If special requests are accepted, a section will appear on the "Guest Request" under the Hotel Reservation Information to insert such requests.

6. Do hotels have minimum age requirements?
You must be a minimum of 18 years of age and above when reserving a room and a valid credit card for securing a room booking on our website.

Confirming your booking

1. At what stage do I make payment?
Payment for the services requested must be paid in full by an acceptable credit card, online at the time of booking. Your booking is then subject to our Booking Terms and Conditions that you should read carefully prior to making a booking.

2. How do I pay for my bookings?
AirAsia Go Holiday currently accepts all Visa Cards and MasterCards.

3. Do I have to make any further payments?
When your HOTEL booking is confirmed the amount is debited from your account and therefore no extra payment is required for your room charges only. However, you will need to pay the hotel directly for extras i.e. parking/dining/leisure facilities etc. The hotel will request for your credit card or cash deposit for these charges upon check in.

4. Who am I making the payment to?
The payment is made directly to AirAsia Go Holiday.

5. Do I need a hotel confirmation?
Yes, always print your hotel confirmation and present it at the hotel. Simply print your confirmation email is not sufficient, you can print your confirmation by retrieving your booking on our homepage.

6. Who do I contact if I have any questions or have a query about my booking?
Always contact us as any amendments or cancellations made directly with the hotel are invalid.

Retrieving your booking

1. How do I retrieve my booking?
Use the "Retrieve Booking" link provided on the home page.

2. How do I change/amend after I have made a booking?
All purchases are FINAL and cannot be changed, cancelled, refunded, exchanged or transferred to another individual. Change fees are not an option.

General information

1. What are the directions to the hotel?
The location information of the hotel is sometimes listed on the Hotel Information page. This can identify the distance from the hotel to certain landmarks or the airport.

goholiday packages

General Information

Who is Go Holiday?
Go Holiday is the expansion of AirAsia online reservation on www.airasia.com.

What types of packages are available?
Go Holiday have two (2) types of package i.e. Do-It-Yourself Package (DIY Package) and Theme Packages e.g. Spa Retreat, Golf Package, etc) that includes AirAsia return airfares with hotel accommodation or other services in all AirAsia destinations based on a minimum of 2 nights' stay and above unless otherwise mentioned.

Making Your Booking

How do I book a Go Holiday package?
Just follow these steps - How to book online?

How far in advance can I book my package?
Up till December 31, 2005 as long as that package remains available.
Destinations and specific offer periods will constantly be updated, so please check the website.

How do I pay?
AirAsia Go Holiday accepts all Visa and MasterCards.

How can I pay for my package without a credit card?
AirAsia Go Holiday currently accepts only the above mentioned credit cards as the mode of payment. We will endeavour to offer other payment methods in the coming months.

What kind of room will I be given?
Unless stated otherwise, all packages are based on a twin-sharing basis. This info appears on the Package Confirmation when you make your booking. If you require any particular facility, or have special requests, then you may request them upon check-in.

How do you determine an infant and an adult?
Infants are children from one day up to, but not including, two (2) years old and they must be accompanied by one of the parent or guardian. Guests are required to carry proof of infant's birth certificate when travelling. If proof of age cannot be provided on request, airport staff may refuse boarding.

An infant is not entitled to a seat if the seat is not purchased and must travel on the lap or in the arms of their parent or guardian. An adult can care for only one infant at any one time. Baby car seats are not permitted on board the aircraft and should be checked in as baggage.

Adults are guests between the ages of two (inclusive) and above.

Do I receive a ticket when I book with Go Holiday?
AirAsia is a ticketless airline and you are provided with a Package Confirmation with your Package Booking Number including the Flight Booking Number and Hotel Booking Number. Go Holiday will also send an email notification on your Confirmation itinerary as relating to your holiday.

You must keep your Package Confirmation number secure and confidential and present it at the point of check in along with some identification. The Flight Booking Number on your Package Confirmation will need to be provided for your flight check-in to obtain a boarding pass and Hotel Booking Number for your hotel check-in or any other extras indicated in your package.

Can I change/cancel my Go Holiday Package after I have made a booking?
All purchases made via Go Holiday Package are FINAL and cannot be changed, cancelled, refunded, exchanged or transferred to another individual. Change fees are not an option.

Can I make it for a connecting flight?
AirAsia is point-to-point and does not encourage connecting flights. Should guests wish to do so, please allow a minimum of 3 hours in between to accommodate the long distance from arrival gate to baggage collection area and then check-in again at the departure hall.


Before You Fly

When should I check-in at the airport?
Our check-in counters are open two (2) hours before the scheduled flight departure time. The counters close forty-five (45) minutes before the scheduled flight departure time.

What kind of documentation required for check-in at the airport?
Malaysian adults are required to produce their identity cards for flights within Malaysia. The identity card or passport is required for entry to East Malaysia. Malaysian children without identity cards may be required to produce their birth certificates before they are allowed to board. Birth certificates of children without identity cards are required for entry to East Malaysia. Non-Malaysians travelling to East Malaysia from West Malaysia must possess valid passports with at least six (6) months' validity and the applicable valid visas.

How much baggage can I carry on the plane?
Only one (1) piece of baggage is allowed to be carried on board provided that it does not exceed the dimensions of 56cm x 36cm x 23cm and provided that it does not weigh more than 7 kg. Such baggage must fit under the seat in front of you or in an enclosed storage compartment in the cabin. Items determined by us to be of excessive weight or size or of an offensive nature will not be permitted on board.

How much baggage can be checked in?
You may transport free of charge checked Baggage up to a maximum weight of 15 kg. You shall pay a charge for the carriage of that excess baggage at the rates (these rates may be changed or varied at any time and from time to time and will be available from us upon request and are available at our check-in counters) as follows:

Excess Baggage Rates:

AK Flight Domestic (per kg) International (per kg) Malaysia - West RM8.00  - Malaysia - East  -  RM12.00 Malaysia - International  -  RM14.00 Thailand   THB 160 Indonesia   IDR 35,000 Macau   MOP 32 Philippines   PHP 220 Cambodia   USD 4       FD Flight Domestic (per kg) International (per kg) Malaysia  - RM 15 Thailand THB 80 THB 140 Macau  - MOP 30 Xiamen  - CNY 35 Singapore  - SGD 6 Vietnam  - USD 4       QZ Flight Domestic (per kg) International (per kg) Indonesia IDR 20,000 IDR 35,000

• excess baggage of 15 kg and above is chargeable at the above-mentioned rates
• rates are subject to local currency conversion

For more information, kindly refer to AirAsia’s Terms and Conditions of Carriage.

During Your Flight

What items are not allowed in my unchecked baggage?
No sharp instruments including nail scissors, steel manicure nail files, razors, knitting needles, crochet hooks, or syringes (unless defined medical usage while on flight).

Does AirAsia provide any food and drinks on board?
AirAsia flights offer an array of reasonably priced drinks and snacks for you to purchase on board.