klia2 FAQ

1. Are all AirAsia and AirAsia X flights affected by this move?

Yes, all of AirAsia and AirAsia X's flights will be moving to klia2 effective Friday, 9th May 2014. Please take note that there are some flights on 8th May 2014 that will land in klia2 directly instead of LCCT. Please refer to here for lists of affected flights.

2. Are there any changes to my flight schedule because of this move?

Please check www.airasia.com for the latest flight schedule before you depart for the airport. There will be some flights that will arrive into klia2 directly on 8th May 2014. Please refer to here for lists of affected flights.

3. What if I parked my car at the LCCT parking area when I travel prior to 9 May 2014, and now I am landing at klia2? How do I get from klia2 to LCCT to get my car?

A complimentary shuttle bus service between klia2 and LCCT will be provided by Malaysia Airports Holding Berhad (MAHB) from 1 May until 15 May 2014, and will be available every 15-20 minutes.The bus can be boarded at:

  • LCCT: Current staging area of the bus services (Lane 3, in front of LCCT, next to the taxi lane)
  • klia2: Bus Transit Hub, Level 1, klia2

4. Other airlines such as Malindo, Lion Air, Cebu Pacific will begin operations in klia2 effective 2 May 2014, but AirAsia is still at LCCT from that date until 9 May 2014. What are the services that will be available at the LCCT throughout that week? Will my travel plans / journey be disrupted by this?

No, your travel plans / journey will not be disrupted at all on this transition period from 2 May - 9 May 2014. All immigration, security and customs counters will still operate as usual at the LCCT throughout those dates, including public transportation into LCCT.

5. I don't want to fly into klia2, can I ask for a refund?

No refunds are allowed based on our terms & conditions. Should you require further assistance on your booking, please contact us via:

  1. AskAirAsia
  2. e-Form
  3. Live Chat (available via AskAirAsia after AirAsia member login)

6. If my flight is on 8 May 2014, but arrival time is 9 May 2014, am I arriving at klia2?

Yes, that is correct. If your arrival time is on 9 May 2014, you will be arriving at the new klia2. We would encourage you to make all necessary arrangements for transportation from klia2.

7. How do I know which counters I can check-in when I get to klia2 for AirAsia / AirAsia X flights?

We ask all guests to do self check-in using web check-in via www.airasia.com or via the AirAsia Mobile App. There is also ample signage to direct you to our self check-in kiosks and baggage drop counters in klia2. Alternatively, you may seek assistance from our staff on duty at the airport who will be more than happy to help you.

8. I did not receive any emails / SMS / calls from AirAsia about this change of airport and turned up at LCCT on my departure day - what solution will AirAsia provide me?

We have informed our guests in advance regarding the change of airport. If you did not receive any notification from us, please let us know via these channels:

  1. AskAirAsia
  2. e-Form
  3. Live Chat (available via AskAirAsia after AirAsia member login)
We strongly encourage all our guests to keep their AirAsia member profile updated so that we are able to update you accordingly.

9. Will this move mean I need a new flight itinerary?

You do not need a new flight itinerary for this airport move, as the airport code remains the same (whether you arrive in KLIA or klia2, your departing or arriving airport code will still be KUL). You will be receiving an email notification informing you of your departure or arrival terminal, which will now be changed from LCC Terminal to klia2. We encourage all of our guests to update their AirAsia member profile to ensure that you will be informed of this airport change, as well as further updates in the future.

10. What if I have already conducted web check-in before the airport move? Will I need to check-in again and print a new boarding pass?

You will not need to check-in again as the station/airport code is still the same (KUL). Guests who have already checked-in but travelling with checked baggage will be able to use the dedicated AirAsia baggage drop counters in klia2.

11. Is Red Carpet service still available in klia2?

Our Red Carpet service will be temporarily unavailable from 9 May 2014 onwards for a period of four to six weeks. This is to allow our contractors to complete works for our lounge facilities and ensure full operational readiness for klia2.

Guests who have purchased Red Carpet services for outbound journeys from Kuala Lumpur will be entitled to a credit shell for the fees paid. Bookings for Red Carpet services for travel arriving into Kuala Lumpur are unaffected.

We will keep our guests informed once the service has been reinstated.

12. What are the options that are available for me to get to klia2?

There are many choices of public transportation to get to and from klia2. For more information, please refer here.

13. What happens if I have already booked my SkyBus? Will it bring me straight to klia2?

Yes, you will still be able to utilise your SkyBus booking which you have made through the AirAsia website. The SkyBus terminal will be at Level 1 of klia2. For more information about SkyBus schedules and departure & drop-off points, kindly visit: skybus.com.my

14. What if I have booked my SkyBus and I will be arriving into klia2 after 1800hrs GMT +8 on 8th May 2014? Can I still utilise my SkyBus booking and where do I board the bus?

Yes, you can still utilise your SkyBus booking, but you will need to board the bus from LCCT. A complimentary shuttle bus service between klia2 and LCCT will be provided by Malaysia Airports Holding Berhad (MAHB) from 1 May until 15 May 2014, and will be available every 15-20 minutes. The shuttle bus can be boarded at:

  • LCCT: Current staging area of the bus services (Lane 3, in front of LCCT, next to the taxi lane)
  • klia2: Bus Transit Hub, Level 1, klia2

15. Where is the pick-up and drop off points for Skybus?

Please refer to skybus.com.my.

16. Are there any other alternatives of getting to klia2 apart from bus & taxi?

Yes, you can take the train. For more information, kindly visit here.

17. How far is the current LCCT to klia2?

It is about 20km away from the current LCCT.

18. How can I get from LCCT to klia2?

A complimentary shuttle bus service between klia2 and LCCT will be provided by Malaysia Airports Holding Berhad (MAHB) from 1 May until 15 May 2014, and will be available every 15-20 minutes. The bus can be boarded at:

  • LCCT: Current staging area of the bus services (Lane 3, in front of LCCT, next to the taxi lane)
  • klia2: Bus Transit Hub, Level 1, klia2

19. Where can I park my car at klia2 and what are the charges?

There are 6,000 parking bays available at the Integrated Complex Buiding at klia2 for visitors and airline guests. The car park is managed by MAHB and you may refer www.malaysiaairports.com.my for further information.

20. Who operates the car park at klia2?

The car park is managed by MAHB and you may refer www.malaysiaairports.com.my for further information about the car park.

21. Is the car park autopay or do I pay at the counter as I exit?

The car park is managed by MAHB and you may refer www.malaysiaairports.com.my for further information about the car park.

22. Is the car park covered?

The car park in the Integrated Complex Building is covered.

23. How long will the AirAsia and AirAsia X counters be open before scheduled departure time?

All AirAsia and AirAsia X counters will be open three (3) hours before scheduled departure time, and will be closed one (1) hour before scheduled departure time effective 9 May 2014 onwards at klia2. We would like to advise all our guests to arrive ahead of the recommended check-in time to ensure ample time to move from the check-in counters to your designated departure gates.

24. Are you using aerobridges in klia2?

Yes, all AirAsia and AirAsia X flights will be utilising the aerobridges at klia2.

25. Are there any wheelchair services in klia2?

Our staff will continue to offer full wheelchair and assistance services to guests who require this service. We request and require all guests to pre-book the required service online via Manage my Booking at www.airasia.com. Assistance desks will be clearly visible and signed for guests when they arrive in klia2.

26. What are the shopping and F&B options in klia2?

Please visit klia2's website www.malaysiaairports.com.my for the airport directory.

27. Do you have an AirAsia lounge in klia2? What are the services available at the lounge?

Lounge services are available as part of AirAsia's Red Carpet service, which will be suspended until further notice due to our move to klia2. Guests wishing to purchase direct lounge access may have the option to do so from private lounge operators, such as Premium Plaza.

28. What if I lost my baggage? Where should I go?

Guests should report any lost baggage to our Baggage Services office located in the international or domestic arrival areas. Any claims for lost or delayed baggage should be reported to our staff before exiting the arrival hall.

29. What if my baggage is damaged? Where should I go to get assistance from AirAsia / AirAsia X staff?

Guests should report to our Baggage Services office located in the international or domestic arrival areas. Any claims for damaged baggage should be reported to our staff before exiting the arrival hall.

30. Can I go 'straight-to-gate' if I don’t have any check-in baggage & I have already web checked in with a printed boarding pass?

If you have received a boarding pass that states "Proceed direct to Security and Immigration" then you may proceed directly to the checkpoint area before proceeding to the boarding gate. Guests requiring a document check will be advised by means of a notice on the boarding pass. You may proceed to our dedicated document check counters for visa/passport checks.

31. Where are your baggage drop counters?

These are the counters which AirAsia occupies in klia2: Row T, U, V, Y & Z (subject to operational change). All counters are clearly labelled and guests can check the Flight Information Display System (FIDS) monitors throughout the terminal. AirAsia and AirAsia X will operate a 'common check-in' arrangement in klia2 that creates more flexibility for our guests as there will not be dedicated counters for each flight. Please check the FIDS monitors or approach one of our friendly ground staff upon arrival at the terminal.

32. Where is the document-check counter?

Document-check counters (for guests who require this) are located on every row that AirAsia occupies. Please check signage / monitors for further information.

33. Where can I check-in if I have not printed my boarding pass?

All guests are encouraged to conduct self check-in through these methods:

  • Web check-in at our website
  • Mobile check-in through our mobile apps
  • Self check-in kiosks which are available throughout the terminal at klia2

34. Where are the AirAsia / AirAsia X self check-in kiosks at klia2?

Guests may use our self check-in kiosks which are located adjacent to our baggage drop counters at AirAsia's designated rows.

35. How far is it to walk from the baggage drop counters to the immigration & security checkpoints? How far from there to the departure gates?

The new airport encompasses an area of 257,000sqm and as it is a new environment, it would take slightly longer than normal to get from one point to another in the airport. We would encourage our guests to get to the airport ahead of the recommended check-in time to familiarise themselves with the new airport.

For your information, all AirAsia and AirAsia X counters will be opened for baggage drop three (3) hours before scheduled departure time, and will be closed one (1) hour before scheduled departure time effective 9 May 2014 onwards at klia2. We would like to advise all our guests to arrive a minimum of three hours before departure to ensure that there is ample time to move from the check-in counters to your designated departure gates.

36. What are the designated gates for international and domestic departures?

Below are the designated gates for international and domestic departures:

Domestic Flights Gates J & K
International Flights Gates P & Q
Transfer Hall between Domestic & International Terminals Gate L (international transfer)
Gates J & K (domestic transfer)

37. I have a Fly-Thru booking, how would this move affect me? Where do I catch my connecting flight?

All Fly-thru guests are to connect via the Transfer Hall (Gate L) for international transfer and (Gate J & K) for domestic transfer, located between domestic & international gates. Please approach our ground staff if you need any assistance.

38. Where can I get more information about klia2?

You can obtain more information about klia2 at this link: www.malaysiaairports.com.my

39. Are there any changes to the airport tax / passenger service charge (PSC)?

No, there are no changes to the passenger service charge (PSC).

40. How do I collect my pre-booked Tune Talk SIM Card?

You may collect your SIM card at the Tune Store Traveler at klia2 arrival hall, after the Terminal at Level 2, Lot L2-78.

41. What are operating hours of the Tune Store Traveler?

Tune Store Traveler operates daily from 5am-2am. From 1 June 2014, it will operate 24 hours daily.

42. If I need to contact someone from Tune Talk with regards to my arrival, how do about it?

You may inform us of any special requests by emailing aac@tunetalk.com before departing in order for us to prepare the necessary. Format email as below:

  • Name:
  • Passport number:
  • Arriving date:
  • Arriving time:
  • Flight booking number:

43. When does Tune Store start its operations?

Tune Store Traveler will commence its operations officially on 8 May 2014.

44. Will there be any Tune Talk kiosk that I can go to at LCCT?

No. For any inquiries regarding Tune Talk, please email to aac@tunetalk.com