Customer Service Plan

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
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
  9. 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.
  10. 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.
  11. 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 (
  12. 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.