客務服務與緊急計劃

適用於由中國機場出發的航班的服務恢復計劃

當我們取消,更改航班目的地或延遲航班,我們「亞洲航空」將會,盡我們所能提供下列服務恢復:


通知客户關於已知航班延誤、取消和轉飛的消息

我們「亞洲航空」將在得知航班狀態變更後30分鐘內,向機場和機上旅客提供延誤,取消和/或轉飛航班的及時資訊,並且會不時更新。在能力範圍之下,我們會更新航班狀態顯示和其他航班資訊來源,並且會向機場提供相關資訊,讓它們更新航班狀態顯示。

情況許可時,我們會採取合理步驟,透過預訂記錄所提供的電話號碼盡早聯絡旅客。 如果您透過旅行社預訂我們的航班,而我們沒有您的直接聯絡資訊,我們的客戶服務部會嘗試聯絡旅行社。 我們因此鼓勵您向我們提供一個有效的流動電話號碼和電郵地址,讓我們可以在有需要時發出電郵通知或短訊更新。

假若在我們現行的條款與細則和此服務恢復計劃之間遇上任何衝突,以此服務恢復計劃為準,除非在修訂之文件另行註明。


航班延遲

事前未知的延誤 - 停機坪延誤(乘客已登機) 
我們會在知悉該延誤後盡早通知賓客,遇到遲滯性延誤時每三十分鐘更新資訊。假若在賓客到達時已經知悉該延誤,我們會在登機櫃位和登機閘提供通知。

我們將在得知航班延誤,取消和/或轉飛後三十分鐘或之後,會在該延誤三十分鐘內更新旗下的航班顯示和/或機場控制台。

我們將每三十分鐘通知賓客有關停機坪延誤的狀態,包括已知的延誤原因。

我們的航機仍然滯留在停機坪時,我們將提供足夠的如廁設施,並且在有需要時提供足夠醫療支援,除非機長出於安全或保安考慮拒絕此等服務。

假若我們的航班離開閘門(離境)或降落(抵達)兩小時或以上,仍然停留在停機坪,除非機長出於安全或保安考慮拒絕此等服務,我們將向乘客提供足夠膳食或小吃和樽裝水。

假若賓客已經登機,但未能確定起飛時間和航班延誤三小時以上,除非機長出於安全或保安考慮拒絕此等服務,我們將安排賓客下機。

假若延誤三小時以上,賓客可以有下列選擇:

  1. 盡早安排您在沒有任何手續費下,到我們其他還有座位的預定航班,如有需要,延長您的預訂有效期;或
  2. 假若您選擇在其他時間繼續旅程,在一個信用戶口內保留機票費用的金額供將來旅遊使用,但您必須在該天起九十天內重新預訂航班,或
  3. 假若您因航班取消和/或較原本預定起飛時間重新編排多於三小時之前或之後而選擇不繼續航程,把金額退回您的銀行戶口或信用卡或扣賬卡。 為免存疑,假若我們尚未確認您屬於該航班,而該航班在出發當天在機場延誤,取消和/或重新編排,我們將不會退款。

 

航班重新編排和取消

我們將盡最大努力避免運載包括出現延誤。 我們將盡力跟隨已發佈的航班時間表。 儘管上述承諾,航班時間表所顯示的時間仍然可能因眾多不同原因而有所更改。

假若我們因我們未能控制的情況,例如天氣,無法預計的事件,空中交通管制,保安或其他非運載原因而需要重新編排或取消航班,我們將協助賓客在膳食和酒店方面的需要。 所有費用由賓客承擔。

假若我們因我們未能控制的情況,例如飛機維修,航班調度/調整,飛機調配和員工的原因而需要重新編排或取消航班,而該航班延誤超過兩小時,我們將提供足夠膳食或小吃和樽裝水;假若航班延誤超過六小時,除非機長出於安全,保安和營運考慮拒絕此等服務,我們將安排酒店服務。

假若延誤三小時以上,賓客可以有下列選擇:

  1. 盡早安排您在沒有任何手續費下,到我們其他還有座位的預定航班,如有需要,延長您的預訂有效期;或
  2. 假若您選擇在其他時間繼續旅程,在一個信用戶口內保留機票費用的金額供將來旅遊使用,但您必須在九十天內重新預訂航班,或
  3. 假若您因航班取消和/或較原本預定起飛時間重新編排多於三小時之前或之後而選擇不繼續航程,把金額退回您的銀行戶口或信用卡或扣賬卡。 為免存疑,假若我們尚未確認您屬於該航班,而該航班在出發當天在機場延誤,取消和/或重新編排,我們將不會退款。

 

客戶回饋

你可以透過下列途徑把稱讚,請求,查詢或投訴傳送至亞洲航空:

 

Service Recovery Plan for flights departing from Chinese 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:

Service Recovery Plan for flights departing from Chinese 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: