Layanan Pelanggan dan Rencana Darurat

Rancangan Pemulihan Layanan untuk penerbangan yang berangkat dari bandara-bandara Cina

Apabila kami membatalkan, mengalihkan atau menunda sebuah penerbangan, kami "AirAsia" akan mencoba yang terbaik dengan menawarkan pemulihan layanan seperti yang tertera di bawah ini:


Pemberitahuan tentang Penundaan, Pembatalan dan Pengalihan yang telah diketahui sebelumnya

Kami "AirAsia" akan menyediakan untuk para penumpang yang berada di bandara dan dalam pesawat yang mengalami penundaan, pembatalan dan/atau pengalihan penerbangan informasi terkini mengenainya sesering mungkin dan tepat waktu, seawal 30 menit setelah kami mengetahui adanya penundaan. Kami akan memperbarui layar tampilan status penerbangan kami dan sumber informasi penerbangan lainnya yang berada di bawah pengendalian kami, dan memberikan informasi yang sama untuk pihak bandara agar mereka dapat memperbarui layar tampilan status penerbangan mereka.

Apabila dimungkinkan, kami akan mengambil langkah untuk menghubungi penumpang lebih awal melalui nomor telefon yang tercatat dalam pembelian anda. Bila anda membeli penerbangan anda melalui agen perjalanan dan kami tidak memiliki informasi untuk menghubungi anda secara langsung, layanan pelanggan kami akan menghubungi agen perjalanan tersebut. Karena itu kami menganjurkan pada anda untuk memberikan pada kami nomor perangkat seluler dan alamat email anda yang sah sehingga kami dapat mengirimkan email atau SMS pemberitahuan bila diperlukan.

Apabila terjadi pertentangan antara Syarat dan ketentuan terkini kami dengan Rancangan Pemulihan Layanan kami, maka yang akan digunakan adalah Rancangan Pemulihan Layanan kecuali bila hal sebaliknya ditetapkan dalam dokumen terkini.


Penundaan Penerbangan

Gangguan tidak Terencana - penundaan di landasan (penumpang berada dalam pesawat)
Penumpang akan diberi tahu segera setelah gangguan dapat dipastikan dan akan di beri informasi terkini setiap 30 menit setelahnya apabila terjadi penundaan yang bersambung-sambung. Pemberitahuan kemungkinan akan disediakan di area konter check in dan pintu boarding apabila gangguan sudah dapat dipastikan ketika penumpang tiba.

Layar tampilan informasi penerbangan yang dikendalikan oleh AirAsia dan/atau pihak bandara akan diperbarui dengan status penerbangan terkini dalam waktu 30 menit setelah kami menerima kepastian mengenai adanya penundaan, pembatalan atau pengalihan yang melebihi 30 menit.

Kami akan memberitahukan pada penumpang setiap 30 menit mengenai status penundaan, termasuk alasan penundaan, bila dapat dipastikan.

Kami akan menyediakan fasilitas kamar kecil yang mencukupi, dan juga perhatian medis bila diperlukan, ketika pesawat kami berada di landasan, kecuali bila pilot yang bertugas melarangnya dengan alasan keselamatan atau keamanan.

Kami akan menyediakan makanan atau cemilan dan air minum, bila pesawat kami masih berada di landasan lebih dari dua (2) jam setelah meninggalkan pintu terminal (bila pesawat berangkat) atau mendarat (bila pesawat sampai), kecuali bila pilot yang bertugas melarangnya dengan alasan keselamatan atau keamanan.

Bila penumpang sudah berada di dalam pesawat, tetapi waktu keberangkatan tidak dapat dipastikan dan penerbangan tertunda lebih dari tiga (3) jam, kami akan mengatur penumpang untuk meninggalkan pesawat kecuali bila pilot yang bertugas atau kepala stasiun menghalangnya dengan alasan keselamatan, keamanan, dan pertimbangan operasional lainnya.

Apabila penundaan melebihi tiga (3) jam, penumpang akan diberikan pilihan seperti yang tertera dibawah ini:

  1. mengangkut Anda dengan penerbangan terjadwal kami lainnya yang terawal bila tersedia tempat tanpa biaya tambahan dan, bila diperlukan, memperpanjang validitas pembelian Anda; atau
  2. bila Anda memilih untuk bepergian di lain waktu, simpan biaya penerbangan Anda dalam akun kredit untuk perjalanan Anda mendatang dengan syarat Anda harus memesan ulang dalam waktu sembilan puluh (90) hari dari hari penundaan, atau
  3. mengembalikan biaya perjalanan anda ke rekening bank atau kartu kredit atau debit bila anda memilih untuk tidak melanjutkan perjalanan anda disebabkan oleh pembatalan dan/atau perubahan jadwal penerbangan yang terjadi tiga (3) jam atau lebih sebelum atau sesudah waktu penerbangan terjadwal asal. Untuk menghindari keraguan, tidak ada pengembalian biaya ketika penerbangan tertunda, terbatal dan/atau bertukar jadwal di bandara di hari keberangkatan dimana anda mungkin belum diterima dalam penerbangan.

 

Perubahan Jadwal & Pembatalan Penerbangan

Kami akan mencoba yang terbaik untuk menghindarkan penundaan untuk mengangkut Anda dan Bagasi Anda. Kami akan berusaha mematuhi jadwal penerbangan yang ditentukan. Meskipun demikian, waktu yang tertera dalam jadwal penerbangan masih dapat berubah dengan berbagai alasan.

Apabila kami harus mengubah jadwal atau membatalkan penerbangan karena keadaan di luar kekuasaan kami, seperti cuaca, peristiwa yang tidak dapat diramalkan, pengendalian lalu lintas udara, tamu dari pihak keamanan atau alasan lain yang tidak berhubungan dengan maskapai, kami akan membantu penumpang mencari makanan dan hotel. Semua biaya ditanggung oleh penumpang.

Apabila kami harus merubah jadwal atau membatalkan penerbangan disebabkan oleh keadaan di bawah kekuasaan kami, seperti perawatan pesawat, distribusi/pengaturan penerbangan, penggiliran pesawat, awak kapal, kami akan menyediakan makanan atau cemilan dan air minum secukupnya, ketika penerbangan tertunda lebih dari dua (2) jam; dan menawarkan hotel ketika penerbangan tertunda lebih dari enam (6) jam, kecuali bila pilot yang bertugas atau kepala stasiun melarangnya dengan alasan keselamatan, keamanan, dan pertimbangan operasional lainnya.

Apabila penundaan melebihi tiga (3) jam, penumpang akan diberikan pilihan seperti yang tertera dibawah ini:

  1. mengangkut Anda dengan penerbangan terjadwal kami lainnya yang terawal bila tersedia tempat tanpa biaya tambahan dan, bila diperlukan, memperpanjang validitas pembelian Anda; atau
  2. bila Anda memilih untuk bepergian di lain waktu, simpan biaya penerbangan Anda dalam akun kredit untuk perjalanan Anda mendatang dengan syarat Anda harus memesan ulang dalam waktu sembilan puluh (90) hari, atau
  3. mengembalikan biaya perjalanan anda ke rekening bank atau kartu kredit atau debit bila anda memilih untuk tidak melanjutkan perjalanan anda disebabkan oleh pembatalan dan/atau perubahan jadwal penerbangan yang terjadi tiga (3) jam atau lebih sebelum atau sesudah waktu penerbangan terjadwal asal. Untuk menghindari keraguan, tidak ada pengembalian biaya ketika penerbangan tertunda, terbatal dan/atau bertukar jadwal di bandara di hari keberangkatan dimana anda mungkin belum diterima dalam penerbangan.

 

Tanggapan Pelanggan

Anda bisa menghubungi AirAsia dengan mengirimkan penghargaan, permintaan, pertanyaan maupun keluhan anda melalui:

 

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: