Customer Service and Tarmac Delay Contingency Plan

Service Recovery Plan for flights departing from China Airports

In the event that we cancel, divert or delay a flight, we “AirAsia” will, to the best of our ability to offer the following service recovery below:

• Notification on Known Delays, Cancellation and Diversions

  We “AirAsia”will provide guests at the airport and on-board of delayed, cancelled and/or diverted flight(s) with timely and frequent updates in respect of the same, as early as thirty (30) minutes after we become aware of such delay. We will update our flight status display(s) and other sources of flight information under our control, and provide the airport of the same in order to enable them to update their flight status display(s).

  Whenever possible, We will take reasonable steps to contact guests in advance via telephone number(s) provided in your reservation record. If you have booked our flight(s) via a travel agency and we have no information to contact you directly, our customer support will attempt to contact the travel agency instead. We therefore encourage you to provide us with a valid mobile number and email address so that we are able to send out email notification(s) or SMS updates as necessary.

  In case of any conflicts between our current Terms & conditions and this Service Recovery Plan, this Service Recovery Plan shall prevail unless otherwise specified in the updated documents.

• Flight Delays

  Unplanned Disruptions - delays at the tarmac (passengers on-board the aircraft)

  Guests are notified immediately as soon as the disruption is known and will be updated every thirty (30) minutes thereafter in the event of creeping delay. Notification(s) may be provided at check-in counter(s) and boarding gate area if such disruption is already made known when guests arrive.

  Flight displays under AirAsia and/or airport’s control will be updated within thirty (30) minutes of such delay after we are made aware of a delay, cancellation or diversion of (thirty) 30 minutes or more. We will notify our guests every thirty (30) minutes regarding the status of such tarmac delay, including the reason for the delay, if known.

  We will provide adequate lavatory facilities, as well as adequate medical attention if needed, while our aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.

  We will provide adequate meal or light refreshments and potable water, when over two (2) hours after our aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival) if our aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.

  If guests are on board already, but the departure time is unable to be confirmed and flight delay over three (3) hours, we will arrange guests to disembark the flight unless the pilot-in-command or station head determines that safety, security, and operational considerations preclude such service.

  If the delay is more than three (3) hours, guests will be provided with the following options:
  1. carry you at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your booking; or
  2. retain the value of your fare in a credit account for your future travel if you choose to travel at another time, provided that you must re-book within ninety (90) days therefrom, or
  3. refund the value to your bank account or credit or debit card if you choose not to proceed with your trip due to a flight cancellation and/or rescheduling that occurs three (3) hours or more before or after the original scheduled departure time. For avoidance of doubt, no refund will be issued when a flight is delayed, cancelled and/or rescheduled at the airport on the day of departure for which you may not have been accepted on the flight.

• Flight Reschedule & Cancellation

  We will use our best efforts to avoid delay in carrying guests. We will endeavour to adhere to the published flight schedules. Despite the aforesaid, times shown in the flight schedules may still be subjected to change for various reasons.

  In the event that we have to reschedule or cancel a flight due to circumstances beyond our control, like weather, unexpected incident, air traffic control, security guests or any other non-carrier related reasons, we will assist guest for meal and hotel. All costs shall be borne by guests.

  In the event that we have to reschedule or cancel a flight due to circumstances within our control, like aircraft maintenance, flight deployment/adjustments, aircraft rotation, crew, we will provide adequate meal or light refreshments and potable water, when flight delay over two (2) hours; and offer hotel when flight delay over six (6) hours, unless the pilot-in-command or station head determines that safety, security, and operational considerations preclude such service.

  If the delay is more than three (3) hours, guests will be provided with the following options:
  1. carry you at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your booking; or
  2. retain the value of your fare in a credit account for your future travel if you choose to travel at another time, provided that you must re-book within ninety (90) days, or
  3. refund the value to your bank account or credit or debit card if you choose not to proceed with your trip due to a flight cancellation and/or rescheduling that occurs three (3) hours or more before or after the original scheduled departure time. For avoidance of doubt, no refund will be issued when a flight is delayed, cancelled and/or rescheduled at the airport on the day of departure for which you may not have been accepted on the flight.

• Customer Feedback

  You may reach AirAsia with your compliments, requests, enquiries or complaints through:
  Website: https://support.airasia.com
  Call Centre: 0512-8555 7711 (8:00 am-9.00pm), Monday to Sunday

Service Plan for Air Transportation Users

• Action taken in case of denied boarding due to oversold tickets

  In case denied boarding due to oversold tickets is expected for a flight departing from an airport located in Korea, we will minimize involuntary denied boarding by seeking for passengers who volunteer to give up their seats for a flight at a later time, and we will compensate the remaining passengers denied boarding in accordance with the Air Transportation User Protection Guidelines (the “Guidelines”) announced by the Ministry of Land, Infrastructure and Transport of Korea (the “MOLIT”).

• Action taken in case of damage to baggage

  • In case of any damage incurred due to loss of or breakage to checked baggage, we are liable to the extent where the cause of such damage took place on the aircraft or during our management of the checked baggage. However, we are not liable in case the cause of such damage is found to be any innate defect, special nature or hidden flaw of the checked baggage.

  • In case of any damage incurred due to loss or breakage of carry-on baggage, we are liable to the extent such damage was caused by willful misconduct or negligence, our employer or agent. incurred due to loss or breakage of baggage to the extent prescribed by Conventions (defined below) or domestic law. However, in case the passenger reported the expected value as of the time of baggage claim at the destination in advance when checking in the baggage, we are liable to the extent of the reported value, unless we provide proof that the reported value exceeds the actual value at the time of baggage claim at the destination.

  • We are liable for damage incurred due to delay of baggage claim. However, we are not liable in case we, our employer or agent provide proof that any and all actions reasonably required for the prevention of damage have been implemented, or that it was impossible to take such action.

• Guideline on cancellation/refund or change of flight ticket

  We provide information on associated costs and procedures (including relevant timeframes) for cancellation, refund and change of flights, requirements for exemption of such costs on our website homepage.

• Action taken in case of delay within the Tarmac

  • We will not delay within the tarmac with passengers on board for more than 3 hours in case of domestic flight and 4 hours in case of international flight. Delay shall mean the time from close of aircraft door for departure until landing, or until opening of aircraft door to unload passengers.

  • In case of a delay within the tarmac, we will notify the passengers of the cause of such delay and any progress thereof every 30 minutes.

  • In case a delay within the tarmac lasts more than 2 hours, we will provide food as appropriate to our passengers. However, we ask for your understanding that such service may not be provided in case the Captain determines that it may threaten safety or security of the aircraft.

  • However, the foregoing may not apply in case the captain determines that there is a safety or security issue such as instruction from meteorological or government agency which inevitably require delay within the tarmac area, or in case a government agency, etc., provides its opinion that returning to boarding gate or unloading passengers at an area other than the boarding gate may cause significant confusion.

• Flight ticket changes after sale

  At any time after a booking has been made changes, cancellations, diversions, postponements, reschedules and/or delays of any flight may occur due to circumstances beyond our control or for reasons of safety or commercial reasons or government related reasons. Passenger shall be informed of the said via SMS notification as per information provided by the passenger.

• Information provision

  • Passengers may confirm the baggage charge, free baggage weight and free baggage number for flight tickets we sell in Korea on our website.

  • In case of code-share tickets we sell in Korea, we provide information on the operating carrier, the fact that there may be a fare difference between the seller and the operating carrier, airline which process the check-in procedure, and applicable baggage policy.

  • Passengers may check the cabin layout including information on seat layout, emergency exit location, etc., on our website.

  • We will provide guideline on our website for 3 months in case there is any change in our policy on baggage charge or free baggage weight.

• Others

  • “We” shall mean an airline affiliated with the AirAsia Group, registered and operating as a foreign international air transportation business operator with MOLIT in accordance with the Aviation Act of Korea.

  • “Checked-in baggage” shall mean baggage submitted by a passenger with a valid flight ticket received by us issued with a baggage claim slip, and “carry-on baggage” shall mean all other baggage.

  • “Conventions” shall mean (i) the Convention for the Unification of Certain Rules Relating to International Carriage by Air signed at Warsaw on 12 October 1929 (the “Warsaw Convention”)”, (ii) the Protocol to Amend the Warsaw Convention signed at Hague on September 28, 1955 (the “Amended Warsaw Convention”), or, (iii) the Protocol to Additionally Amend the Warsaw Convention signed at Montreal on May 28, 1999, among which has been promulgated in Korea pursuant to Article 6 of the Constitution of Korea to have the same effect as domestic law.

  • Any matter not prescribed under this Service Plan for Air Transportation Users shall be subject to aviation-related laws and the Guideline announced by MOLIT.

Customer Service Plan for flights departing from/to United States Airports

In line with U.S. Department of Transportation “Customer Services Plan” regulations (14 C.F.R. Part 259.5) the below Customer Services Plan applies to all scheduled flights that depart from or arrive at HNL.

• Lowest Fares

  We will disclose on our website, sale offices and counters, or at our call centers, that the lowest fare offered by us may be available elsewhere.

• Notifying Guests of Known Delays, Cancellations and Diversions

  We will notify guests within 30 minutes after becoming aware of a delay, cancellation or diversion of flight. This information will also be updated on flight display systems we have control over at U.S. airports and on our website, in the boarding gate area and through our telephone reservation system.

• Baggage Delivery

  We will make every effort to deliver checked baggage on the same flight as you. However, in the event that we cannot locate your checked baggage, we will make every reasonable effort to return your mishandled checked baggage promptly, failing which we shall compensate you in accordance with the provisions outlined in the Montreal Convention, and will refund any baggage fees charges if the bag is declared lost.

• Allowing reservations to be held without payment or cancelled without penalty for a defined amount of time

  We will allow guests to cancel without penalty a flight booking within twenty-four (24) hours after the booking is made, as long as that booking is made seven (7) days or more prior to a flight’s scheduled departure time. Guests will to need cancel such bookings by submitting an e-Form on our Website.

• Provide Prompt Flight Booking Refunds

  Where ticket refunds are due, we will promptly issue refunds to the credit card used at the time of booking upon receiving the request for a refund, and within twenty (20) days upon receiving the request for refund for cash and check payments, including refunding fees charged for optional services that the guests were unable to use due to an oversale situation or flight cancellation. Refunds may not appear on bank statements until a later point due to the processing cycles of the banks.

• Properly accommodate passengers with disabilities and other special needs passengers with disabilities

  We will accommodate passengers with disabilities and other special needs passengers as required by 14 CFR Part 382 and as set forth in our policies and procedures, including during lengthy tarmac delays.

• Boarding Priority on Oversold Flights

  AirAsia X does not oversell seats on our flights to guests traveling to and from U.S. However, should we oversell seats, bumped passengers will be handled with fairness and consistency in accordance with 14 CFR Part 250 and our policies and procedures for determining boarding priority.

• Disclose travel itinerary, cancellation policies, frequent flyer rules and aircraft configuration

  We will disclose cancellation policies, frequent flyer rules, aircraft seating configuration and lavatory availability on our website, sales offices and counters, and, upon request, at our call centers.

• Notifying Guests in a Timely Manner of Changes in Their Flight Bookings

  We will notify guests in a timely manner of changes to their flight bookings. If the booking was made through an agency, it is the responsibility of the agent to pass on any information that may be provided by us.

• Ensure Responsiveness to Guests Complaints

  We will acknowledge receipt of written complaints within thirty (30) days and provide a substantive response within sixty (60) days of receiving the complaint. We do not have the ability to provide a formal response to any comments or concerns posted on our social media networking sites. The Customer Support Division can be contacted via our website (https://eform.airasia.com).

• Services Provided to Mitigate Guests Inconveniences Resulting from Flight Cancellations and Misconnection

  In the event that we cancel, divert or delay a flight, we will, to the best of our ability offer service recovery such as rebook passengers on our next available flight to their destination to mitigate guests inconvenience as described in our U.S. Contract of Carriage.

• Passenger care during lengthy tarmac delays

  We will meet the needs of guests during lengthy tarmac delays, as provided in AirAsia X’s U.S. Tarmac Delay Contingency Plan.

• United States Tarmac Delay Contingency Plan

  In line with the U.S. Department of Transportation “Enhanced Protection for Airline Passenger” regulations (14 CFR Part 259), following is the AirAsia X U.S. Tarmac Delay Contingency Plan (The Plan). The Plan applies to all scheduled and public charter flights that depart from or arrive at a U.S. airport.

  As per the regulation our aircraft is not permitted to remain on the tarmac in a U.S. airport for more than four hours before allowing passengers to deplane, unless:
  (i) The pilot-in-command determines there is a safety-related or securityrelated reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or
  (ii) Air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.

  We will provide passenger with adequate food and potable water no later than two hours after our aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival) if our aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.

  We will provide operable lavatory facilities, as well as adequate medical attention if needed, while our aircraft remains on the tarmac.

  We will notify our passengers every 30 minutes regarding the status of the tarmac delay, including the reason for the delay, if known.

  We will notify our passengers 30 minutes after scheduled departure (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open, if the opportunity to deplane actually exists.

  We have sufficient resources to implement the Plan.

  We have coordinated the Plan with all applicable airport authorities, including U.S. Customs & Border Protection and the Transportation Security Administration, at all U.S. airports that we serve, including all diversion airports.