Self-service via AskBo

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes', then select the booking you wish to browse

Step 5

Tap 'Resend & Download Itinerary'

Step 6

Tap 'Download Itinerary'

Step 7

Tap 'Download' to be redirected to your itinerary!

Step 8

Itinerary will display

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Tap 'Flight Change (Date/Time)'

Step 6

Tap 'Voluntary Change'.

Step 7

If you are not logged into your AirAsia account, you will be prompted to log in using your member ID. Complete the login process in order to proceed.

Step 8

Tap 'Bo, help me change my flight!'

Step 9

Tap 'Yes' to confirm that you want AskBo's assistance.

Step 10

Tap 'Select a date' to choose your preferred new flight date.

Step 11

Select your new departure date on the Date Picker.

Step 12

Tap 'Confirm date' to proceed.

Step 13

Select your preferred new flight

Step 14

Tap 'Yes' to confirm your choice

Step 15

Tap 'Yes' to proceed with the change request.

Step 16

Tap 'Click here for payment' to view applicable charges

Step 17

Choose your preferred payment option.

Step 18

Tap 'Confirm Changes and pay' to complete your payment. You will receive the revised itinerary via email once your payment is successful.

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Select the flight you wish to split

Step 6

Tap 'Other AirAsia Flight Inquiries'

Step 7

Tap 'Split Booking'

Step 8

Type 'Yes' to confirm that you want to split the booking

Step 9

Enter your Booking Number (PNR)

Step 10

Provide the requested booking details (surname and departure airport)

Step 11

Select the passenger(s) you wish to separate from the booking

Step 12

Tap 'Yes' to proceed with the change

Step 13

A new booking number will be created for the separated passengers upon successful split. Both the itinerary of the new booking and the revised itinerary of the original booking will be sent to your email.

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Tap 'Add Ons (Seats, Baggage, Meals)'.

Step 6

Tap "Baggage ".

Step 7

Tap 'Click here to continue your purchase'. You will be directed to your booking.

Step 8

Tap 'Checked baggage'.

Step 9

Select the weight you wish to purchase for each passenger. This will be the total weight you can carry, including any existing weights you have purchased for the passenger. Tap 'Done'. The paid portion will be deducted from the fee at payment.

Step 10

Tap 'Confirm changes'

Step 11

Select your preferred payment option.

Step 12

Tap 'Confirm changes and pay' to proceed with the change. The revised itinerary will be sent to your email once your payment is complete.

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Tap 'Add Ons (Seats, Baggage, Meals)'.

Step 6

Tap 'Meals'

Step 7

Tap on 'Click here to manage your meals!'

Step 8

Tap 'Santan Value Meal'

Step 9

Select the guest you wish to add the meal(s) for. Pick the meal(s) from the available options and tap 'Done'. Repeat the same for the next guest, if applicable.

Step 10

Tap 'Confirm changes'

Step 11

Select your preferred payment option.

Step 12

Tap 'Confirm changes and pay' to proceed with the change. The revised itinerary will be sent to your email once your payment is complete.

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Select the booking you wish to change

Step 6

Tap 'Add-ons (Seats/Baggage /Meals)'

Step 7

Tap 'Seat'

Step 8

Tap the link 'Click here to continue to your purchase!'.

Step 9

Tap 'Seat'

Step 10

Browse the seat map and select your preferred seats. Repeat the same for the next guest, if applicable.

Step 11

Review and confirm your selection by tapping "Confirm changes".

Step 12

Select your preferred payment option.

Step 13

Tap 'Confirm changes and pay' to proceed with the change. The revised itinerary will be sent to your email once your payment is complete.

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes' . Select the booking you wish to amend.

Step 5

Tap 'Minor Passenger Details Amendment'

Step 6

Tap 'Yes'

Step 7

Select the passenger whose name you wish to amend

Step 8

Tap 'Name correction'

Step 9

Select they type of correction you wish to make

Step 10

Enter the correct name. Review the amendment made by AskBo then tap 'Yes' to confirm the changes

Step 11

Tap 'Yes" and Your changes are completed! The revised itinerary will be sent to your email

Step 12

Tap to download your new itinerary

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Tap for carrier code

Step 6

Tap for prefer booking details.

Step 7

Tap 'Minor Passenger Details Amendment'

Step 8

Tap 'Yes' if you have the required documents with you to proceed

Step 9

Select the passenger whose Date of Birth you wish to amend

Step 10

Select 'Date of Birth correction'

Step 11

Enter the passenger’s correct date of birth according to the required format [DD-MM-YYYY]. Review the amendment made by AskBo then tap 'Yes' to confirm the changes.

Step 12

Your changes are completed! The revised itinerary will be sent to your email

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Select the booking you wish to change.

Step 6

Tap 'Minor Passenger Details Amendment'

Step 7

Tap 'Yes' and select the guest whose gender you wish to amend

Step 8

Tap 'Gender/title correction'

Step 9

Review the amendment made by AskBo then tap 'Yes' to confirm the changes

Step 10

Your changes are completed! The revised itinerary will be sent to your email.

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Key in 'Tax Invoice'

Step 6

Tap on 'Request for Tax Invoice'

Step 7

Key in your booking number (i.e. PNR)

Step 8

Tap 'Click Here' to download the requested document

Step 9

You will be redirected to your invoice!

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'No'

Step 5

Tap 'other AirAsia flights enquiry'

Step 6

Tap on the carrier of the flight in your booking

Step 7

Tap 'Feedback'

Step 8

Tap 'Check Case Status'

Step 9

Key in your case number and email address used for the flight. Your case number can be found in the case creation notification email.

Step 10

Your case details will be displayed. A copy of the information will also be sent to your email.

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Select the carrier code of the flight you wish to request credit for

Step 6

Tap 'Popular topics'

Step 7

Tap 'Refund'

Step 8

Tap 'Flight Cancellation Refund'

Step 9

Enter your booking number

Step 10

Enter your family name/surname and your member ID

Step 11

Your will receive your case reference number once the request is successfully submitted

Step 12

You may also check the progress status in 'My Cases'

Step 13

Credit Account reference confirmation will email to your email and check under my cases for the updates

Step 14

Credit Account progress (success notification)- email

Step 1

Launch your AirAsia MOVE app

Step 2

Tap on the 'Chat' icon

Step 3

Start a chat with AskBo

Step 4

Tap 'Yes'

Step 5

Select the booking you wish to change

Step 6

Tap 'Flight Change (Date/Time)'

Step 7

Tap 'Change request due to flight disruption'

Step 8

Tap 'Free Flight Change'

Step 9

If you received an email notification for the disruption, you may browse the email and tap on "Free Change Flight" to continue. Otherwise, continue to Step 10

Step 10

Tap 'No'

Step 11

Select the flight you wish to change

Step 12

Tap "I want to change the flight'

Step 13

Enter your new departure date according the the format requested (i.e. DD-MM-YYYY)

Step 14

Select the time of the day you wish to fly then select your preferred new flight.

Step 15

Review the new flight details and tap 'Continue'

Step 16

Your changes are completed! The revised itinerary will be sent to your email.

Alternatively, to ease your move flight request, we encourage you to click on "Free change Flight" in the email which was sent to you as shown and repeat from Step 8.

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