Rancangan Perkhidmatan Pelanggan dan Luar Jangka

Pelan Pemulihan Perkhidmatan untuk penerbangan yang berlepas dari Lapangan Terbang di China

Sekiranya kami membatalkan, mengubah haluan atau melewatkan penerbangan, kami “AirAsia” akan, sedaya upaya kami menawarkan pemulihan perkhidmatan berikut:


Pemberitahuan mengenai Kelewatan, Pembatalan dan Pengubahan Haluan Diketahui

Kami akan mengemas kini paparan status penerbangan kami dan sumber maklumat penerbangan lain yang di bawah kawalan kami, dan menyediakan yang sama kepada lapangan terbang supaya mereka boleh mengemas kini paparan status penerbangan mereka.

Pada bila-bila masa apabila mungkin, Kami akan mengambil langkah munasabah untuk menghubungi tetamu lebih awal melalui nombor telefon yang terdapat dalam rekod tempahan anda. Sekiranya anda telah menempah penerbangan kami melalui ejen pelancongan dan kami tidak mempunyai maklumat untuk menghubungi anda secara terus, sokongan pelanggan kami akan cuba untuk menghubungi ejen pelancongan tersebut. Oleh itu kami menggalakkan anda untuk memberikan kami nombor telefon dan alamat e-mel yang sah supaya kami boleh menghantar pemberitahuan e-mel atau kemas kini SMS apabila perlu.

Sekiranya berlaku konflik antara Terma dan syarat semasa kami dan Pelan Pemulihan Perkhidmatan ini, Pelan Pemulihan Perkhidmatan ini hendaklah diguna pakai melainkan dinyatakan sebaliknya dengan jelas dalam dokumen kemas kini.


Penundaan Penerbangan

Gangguan Tidak Dirancang - penundaan di landasan terbang (penumpang berada di dalam pesawat)
Tetamu akan dimaklumkan dengan segera sebaik sahaja gangguan diketahui dan akan dimaklumkan setiap tiga puluh (30) minit sesudah itu sekiranya berlaku penundaan berterusan. Pemberitahuan mungkin disediakan di kawasan kaunter daftar masuk dan pintu masuk pesawat jika gangguan sedemikian telah diketahui apabila tetamu tiba.

Kelewatan sedemikian akan dimaklumkan menerusi paparan penerbangan yang berada di bawah kawalan AirAsia dan/atau lapangan terbang dalam masa tiga puluh (30) minit selepas kami mengetahui mengenai kelewatan, pembatalan atau pengubahan haluan selama tiga puluh (30) minit atau lebih.

Kami akan memaklumkan kepada tetamu kami setiap tiga puluh (30) minit mengenai status kelewatan landasan terbang sedemikian, termasuk punca kelewatan, jika diketahui.

Kami akan menyediakan kemudahan tandas yang mencukupi, serta rawatan perubatan yang mencukupi sekiranya perlu, ketika pesawat kami masih berada di landasan terbang, kecuali jika juruterbang bertugas memutuskan bahawa faktor keselamatan atau perlindungan menghalang perkhidmatan sedemikian.

Kami akan menyediakan hidangan atau hidangan ringan dan air minum yang mencukupi, setelah melebihi dua (2) jam selepas pesawat kami meninggalkan pintu masuk (dalam kes perlepasan) atau mendarat (dalam kes ketibaan) jika pesawat kami masih berada di landasan terbang, kecuali jika juruterbang bertugas memutuskan bahawa faktor keselamatan atau perlindungan menghalang perkhidmatan sedemikian.

Jika tetamu telah berada di dalam pesawat, tetapi waktu berlepas tidak dapat disahkan dan penerbangan dilewatkan melebihi tiga (3) jam, kami akan mengaturkan supaya tetamu meninggalkan pesawat kecuali jika juruterbang bertugas atau stesen utama memutuskan bahawa faktor keselamatan, perlindungan dan operasi menghalang perkhidmatan sedemikian.

Sekiranya kelewatan adalah melebihi tiga (3) jam, tetamu akan disediakan dengan pilihan berikut:

  1. membawa anda seberapa awal yang boleh untuk menaiki penerbangan kami yang lain yang dijadualkan sekiranya terdapat kekosongan tanpa caj tambahan dan, jika perlu, melanjutkan tempoh kesahan tempahan anda; atau
  2. sekiranya anda memilih untuk membuat perjalanan pada masa lain, mengekalkan nilai tambang anda dalam akaun kredit anda untuk perjalanan pada masa akan datang dengan syarat anda mesti menempah semula dalam masa sembilan puluh (90) hari dari tarikh tersebut, atau
  3. membayar balik nilai tersebut dengan cara memasukkannya ke dalam akaun bank atau kad kredit mahupun kad debit anda jika anda memilih untuk tidak meneruskan perjalanan anda disebabkan oleh pembatalan dan/atau penjadualan semula penerbangan yang berlaku tiga (3) jam atau lebih sebelum atau selepas waktu berlepas asal yang dijadualkan. Bagi mengelakkan sebarang kekeliruan, tiada pembayaran balik akan dilakukan apabila penerbangan dilewatkan, dibatalkan dan/atau dijadualkan semula di lapangan terbang pada hari pelepasan dalam keadaan anda masih belum disahkan sebagai penumpang bagi penerbangan tersebut.

 

Penjadualan semula dan Pembatalan Penerbangan

Kami akan berusaha sedaya upaya untuk mengelakkan kelewatan semasa membawa tetamu. Kami akan berusaha untuk mematuhi jadual sebenar yang telah diterbitkan. Walaupun begitu, wakyu yang dipaparkan dalam jadual penerbangan masih tertakluk pada perubahan atas pelbagai sebab.

Sekiranya kami perlu menjadualkan semula atau membatalkan penerbangan disebabkan oleh keadaan yang berada di luar kawalan kami, seperti cuaca, insiden tidak dijangka, kawalan trafik udara, tetamu penting atau apa-apa sebab bukan berkaitan pengangkutan lain, kami akan membantu menguruskan hidangan dan hotel untuk tetamu. Semua kos hendaklah ditanggung oleh tetamu.

Sekiranya kami perlu menjadualkan semula atau membatalkan penerbangan disebabkan oleh keadaan yang berada di bawah kawalan kami, seperti penyelenggaraan pesawat, pengaturan/perubahan penerbangan, penggiliran pesawat, anak kapal, kami akan menyediakan hidangan atau hidangan ringan dan air minum yang mencukupi, apabila penerbangan lewat melebihi dua (2) jam; dan menawarkan hotel apabila penerbangan lewat melebihi enam (6) jam, kecuali jika juruterbang bertugas memutuskan bahawa faktor keselamatan atau perlindungan menghalang perkhidmatan sedemikian.

Sekiranya kelewatan adalah melebihi tiga (3) jam, tetamu akan disediakan dengan pilihan berikut:

  1. membawa anda seberapa awal yang boleh untuk menaiki penerbangan kami yang lain yang dijadualkan sekiranya terdapat kekosongan tanpa caj tambahan dan, jika perlu, melanjutkan tempoh kesahan tempahan anda; atau
  2. sekiranya anda memilih untuk membuat perjalanan pada masa lain, mengekalkan nilai tambang anda dalam akaun kredit anda untuk perjalanan pada masa akan datang dengan syarat anda mesti menempah semula dalam masa sembilan puluh (90) hari, atau
  3. membayar balik nilai tersebut dengan cara memasukkannya ke dalam akaun bank atau kad kredit mahupun kad debit anda jika anda memilih untuk tidak meneruskan perjalanan anda disebabkan oleh pembatalan dan/atau penjadualan semula penerbangan yang berlaku tiga (3) jam atau lebih sebelum atau selepas waktu berlepas asal yang dijadualkan. Bagi mengelakkan sebarang kekeliruan, tiada pembayaran balik akan dilakukan apabila penerbangan dilewatkan, dibatalkan dan/atau dijadualkan semula di lapangan terbang pada hari pelepasan dalam keadaan anda masih belum disahkan sebagai penumpang bagi penerbangan tersebut.

 

Maklum balas Pelanggan

Anda boleh menghantar pujian, permintaan, pertanyaan atau aduan anda kepada AirAsia 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: