カスタマーサービスと緊急時のプラン

中国の空港を離陸するフライトのサービスリカバリプラン

「エアアジア」がフライトを取り消し、迂回、または遅延する場合、弊社はできるうる限り、以下のとおり、サービスリカバリを行います。


既知の遅延、取り消し、迂回の通知

弊社「エアアジア」は空港のお客様および遅延、取り消しおよび/または迂回したフライトの機内のお客様に、当該事項に関して、かかる遅延を認知してから30分後より、タイムリーかつ頻繁に、最新情報を提供します。弊社は弊社のフライトステータスの表示と弊社が管理しているフライト情報のその他のソースを更新し、フライトステータスの表示を更新できるように、同様の情報を空港に提供します。

可能な場合はいつでも、予約記録で示されている電話番号を使用して、お客様に事前に連絡するための適切な手順を講じます。旅行代理店経由でフライトを予約されている場合には、弊社は直接連絡する情報がないため、お客様のサポートは旅行代理店を通じて試みられます。 したがって、お客様には有効な携帯電話の番号とEメールアドレスをご提供いただき、弊社が必要に応じてEメール通知やSMSで最新情報を送信できるようにご協力いただけることをお願いしています。

弊社の現在の運送約款と運賃規定、および本サービスリカバリプランの間で齟齬がある場合、最新の文書で別段に指定のない限り、本サービスリカバリプランが優先されます。


フライトの遅延

予定されていない中断 - 駐機場での遅延(乗客が機内に搭乗している場合) 
お客様には中断が分かった時点で速やかに通知され、遅延が持続する際にはその後30分毎に最新情報が伝えられます。 通知はお客様が到着したときにすでに中断がわかっている場合、チェックインカウンターと搭乗ゲートエリアで提供される場合があります。

エアアジアおよび/または空港の管理に基づくフライト画面は、30分以上の遅延、取り消し、迂回がわかった時点でその30分以内に最新情報が表示されます。

弊社はお客様に、駐機場の遅延状況を、わかっている場合は遅延理由も含めて、30分毎に通知を行います。

弊社は航空機が駐機場にある間は、担当パイロットが安全上またはセキュリティを考えてサービスが不適切であると判断しない限り、適切な手洗い所の施設を提供するだけではなく、必要に応じて適切な医療措置も行います。

航空機がゲートを離れるか(離陸の場合)、航空機が駐機場に残っている場合はタッチダウンしてから(着陸の場合)2時間を超えた時点で、航空機が駐機場にある間は、担当パイロットが安全上またはセキュリティを考えてサービスが不適切であると判断しない限り、適切な食事または軽いお飲み物や飲用水を提供します。

お客様がすでに搭乗されているが、離陸時間が確認できず、フライトが3時間以上遅延した場合、担当パイロットが安全上またはセキュリティ、運用上の便宜性を考えてサービスが不適切であると判断しない限り、弊社はお客様が降機されるように手配します。

遅延が3時間以上に及ぶ場合、お客様には以下のオプションが提示されます。

  1. 別の弊社の予定するサービスでスペースがある場合に、追加費用なしで、必要に応じて予約の有効性を延長して、最も早い機会を利用してお客様を運ぶ。
  2. 別のときに旅行することにした場合、90日以内に再予約しなければならないことを条件に、将来の旅行のために、クレジットアカウントに運賃相当を保持する。
  3. 元のスケジュールされた離陸時間の3時間前以上または3時間後以降にフライトの取り消しおよび/または再スケジュールが発生したために、旅行を行わないことにした場合、銀行口座またはクレジットもしくはデビットカードに運賃相当額を払い戻す。疑いを避けるために、搭乗できなかったフライトの離陸の日と同じ日に空港で、フライトが空港で遅延、取り消し、および/または再スケジュールされた場合、払い戻しは行われません。

 

フライトの再スケジュールおよび取り消し

弊社はお客様を運ぶ上で遅延を避けるために最大限の努力を払います。公開されたフライトスケジュールを守るように努力いたします。このような努力にもかかわらず、フライトスケジュールに示された時間は、さまざまな理由で変更を余儀なくされる場合があります。

天候、予期しない事故、空港管制、お客様のセキュリティまたはその他の航空会社以外の関連理由など、弊社の管理の及ばない状況の際に、弊社はお客様に食事やホテルの支援をいたします。すべてのコストはお客様が負います。

航空機のメンテナンス、フライトの展開/調整、航空機のローテーション、クルーなど、弊社の管理の及ぶ範囲の状況のために、フライトを再スケジュールまたは取り消さなければならない場合、弊社は担当パイロットが安全上またはセキュリティを考えてサービスが不適切であると判断しない限り、適切な食事または軽いお飲み物や飲用水を提供し、6時間以上のフライトの遅延の際には、ホテルを提供します。

遅延が3時間以上に及ぶ場合、お客様には以下のオプションが提示されます。

  1. 別の弊社の予定するサービスでスペースがある場合に、追加費用なしで、必要に応じて予約の有効性を延長して、最も早い機会を利用してお客様を運ぶ。
  2. 別のときに旅行することにした場合、90日以内に再予約しなければならないことを条件に、将来の旅行のために、クレジットアカウントに運賃相当を保持する。
  3. 元のスケジュールされた離陸時間の3時間前以上または3時間後以降にフライトの取り消しおよび/または再スケジュールが発生したために、旅行を行わないことにした場合、銀行口座またはクレジットもしくはデビットカードに運賃相当額を払い戻す。疑いを避けるために、搭乗できなかったフライトの離陸の日と同じ日に空港で、フライトが空港で遅延、取り消し、および/または再スケジュールされた場合、払い戻しは行われません。

 

お客様のフィードバック

謝辞、要求、お問い合わせ、またはクレームについては、以下を通じてエアアジアにご連絡いただけます。

  • ウェブサイト:https://eform.airasia.com
  • コールセンター: 0521-85557711 (午前8:00~午後9.00)、月~土

 

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: