1. What is SUPER+?

SUPER+ is an annual-based subscription that unlocks an array of perks and discounts on the airasia Superapp:

Free domestic and Asean flights (AirAsia carrier code: AK, FD, Z2 and QZ) with a travel period of 1 year from the date of subscription.

• Free delivery on airasia food in Malaysia, Thailand and Indonesia with a minimum spend of either RM15, THB30, or IDR50,000 in selected restaurants within a certain radius.

• For Malaysia, Philippines and Indonesia: Bundled pre-departure Covid Coverage is an insurance protection plan to cover flight cancellations from your redeemed flights. You will be entitled to a lump sum maximum amount of either RM150, PHP1800, IDR500,000 should you be diagnosed as being Covid-19 positive seven (7) days before your scheduled flight.

• For Thailand: Trip Cancellation due to COVID-19 is an insurance plan to cover trip cancellation which will be entitled to an insured amount of 1,200 THB under the reasons due to 1) COVID-19 infection which the insured has been diagnosed by RT-PCR as being infected with COVID-19 within 72 hours prior to the departure date, 2) Death or Serious Injury or Severe Sickness of the Insured and/or family members which causes the insured unable to travel as scheduled, 3) When the insured's residence used as a permanent residence suffers serious damage from fire, flood or similar natural disasters such as typhoons, tsunamis, earthquakes within 7 days prior to the date of departure, causing the insured unable to travel on schedule, 4) Unexpected strikes, riots, civil wars which is an event beyond control of the insured making it impossible to travel according to the schedule. And Personal Accident maximum amount of 40,000 THB.

• Trip Cancellation due to COVID-19 (Under SUPER+ subscription purchased within Thailand) are only available and applied for customers subscribing for SUPER+ subscription from 9 May 2022 onwards ONLY.

2. How do I register for SUPER+?

Registration can be made via the airasia Superapp and on the airasia.com website.

First, log into your airasia account or ensure that the account logged in belongs to you. Select the ‘SUPER+’ icon and click ‘Subscribe now’. Fill in the necessary details and purchase the subscription upon successful payment, a confirmation email will be sent to you.

**3. How do I apply the perks and discounts with my subscription? **

Welcome to SUPER+! As a subscriber, you gain access to a dashboard showing a list of exclusive perks for you to enjoy.

• For Free AirAsia flights, a unique promo code will be auto-generated from the dashboard. Select flights that are marked 100% off.

*Free delivery for airasia food will be waived upon checkout when the minimum spend is met.

*For the full benefits and claims process of the Covid Coverage, do refer to your coverage plan in the email sent to your registered email address.

4. How many types of SUPER+ subscriptions are there?

At this moment, only one (1) SUPER+ subscription is available offering unlimited free domestic and Asean routes across all AirAsia carriers.

Flights redeemed via SUPER+ are subject to government taxes and fees, add-ons and other applicable charges.

5. Can I use the same account to register for another subscription?

Each airasia account can only be tied to one (1) subscription at a time and cannot be shared. Only the account holder can enjoy the host of perks and discounts that are offered in his/her subscription.

**6. What are the payment methods? **

You can only use a credit/debit card to purchase SUPER+.

** 7. I can’t make a payment. What should I do?**

If you received a 'Payment Failed' message, please check your bank payment records if any deduction has been made. If there has been a deduction, please be patient as your payment might still be in process. Try relogging into your airasia account to check for a subscription dashboard with the list of perks and benefits. If the problem persists, kindly contact us via Bo.

8. Can anyone purchase the SUPER+?

Yes, SUPER+ is available for all airasia members residing in Malaysia, Philippines, Indonesia and Thailand. Minors who are below the age of 18 may only subscribe with the approval under the supervision of an adult and must be 12 years old and above on the day of departure to travel to enjoy the unlimited free flights.

**9. Why did I not receive an email confirmation for the purchase of SUPER+? **

The email confirmation may have entered your spam mailbox instead. If you still have not received it, please contact us via Bo, and we will resend the email confirmation to you.

10.What should I do if I am double charged?

If you have been double charged, please contact us immediately via Bo for a refund with supporting documents of the double charged payment. Once the error is verified, we will begin your refund process to be completed within 30 working days.

11. Can I cancel my SUPER+ purchase and get a refund?

No cancellations can be made to SUPER+.

12. How do I redeem my free flights?

Once you have purchased your SUPER+ subscription, you access your SUPER+ dashboard via the following options:

*a. The SUPER+ icon on the airasia homepage (Web & Mobile) *b. Your account page and the SUPER+ subscription *c. Top left icon next to your name

While you are on the SUPER+ dashboard page, to redeem free flights you can follow the steps below:

*Step 1 - Click on the Go button next to Flights *Step 2 - Your promo code will be auto-generated, click on Redeem *Step 3 - Key in your departure location From, key in your destination location To *Step 4 - Key in your departure dates, key in your return dates (if applicable) *Step 5 - Click on Flight search *Step 6 - Look for and select your 100% OFF flight fares *Step 7 - Select your relevant add-ons *Step 8 - Make your payment *Step 9 - Your redemption is successful

**13. What is the travel date of free flights eligible in my subscription? **

Your subscription entitles you to unlimited free flights for 1 year from the date of subscription, provided you are an active user. Do note that all flights require an advance purchase of 14 days.

14. Are there any fees and charges that are incurred for my flight redemptions?

Yes, using the subscription to redeem flight(s) will only waive the base fare for the flight(s) and does not include any optional add-ons, passenger service charge, regulatory service charge, departure levies, fuel surcharges and other charges set by international airports (ie border clearance levy, advance passenger facilitation charge/processing service), if any. For the avoidance of doubt, such additional fees and charges shall be payable by the passenger at the time of booking.

15. Why can't I find any Asean flights?

All flights are scheduled based on the existing border policies and requirements as set by the authorities of the relevant countries.

Do check on airasia.com/flights on the availability of flights especially when the borders reopen, which will result in more flights being commercially available.

Please note that airlines are required to adhere to the latest regulations in relation to flight operations whereby the regulations may differ from time to time.

16. Can I book multiple flights to travel on the same day?

Yes, you can book up to two (2) flights for travel on the same day. However, multiple bookings for the same travel day from the same origin of departure are not allowed.

17. Can I reschedule my flights?

Yes, if you can't make it for your flight or need to reschedule, you can change your flight via My Bookings on airasia.com using the airasia member ID that was used to make the booking. Kindly be reminded that flight changes are subject to flight availability and a fare difference fee may apply. Click here for more information on how to change your flights.

18. Why is my promo code invalid?

Try clearing the cache on your browser and access your dashboard again. Select ‘Flights’ followed by 'Generate new code' to refresh the promo code. If the problem persists, kindly contact us via Bo.

19. Can I purchase Value Pack, Premium Flex, Tune Protect insurance and other add-ons with my flights?

Yes, you may purchase Value Pack and Premium Flex bundles but only during your flight booking. Add-ons such as baggage, meals, seat selection, adding an infant and insurance can be pre-booked/added through 'My Bookings' on airasia.com.

20. What does my Covid Coverage insurance cover? (For Malaysia, Philippines and Indonesia)

You are covered in the event of necessary and unavoidable flight cancellation due to any of the following event:

A. SUPER+ subscriber is diagnosed with Covid-19 within 7 days prior to the trip

B. SUPER+ subscriber suffers a disability resulting in:

*i. Death

*ii. Permanent Total Disablement

*iii. Hospital admission occurring to Insured, Family Members or Travel Companion within 14 days prior to trip

C. a fire or natural disaster resulting in serious damage to Your Home or destination of planned trip

D. any event excluding strike which:

*i. leads to widespread violence;

*ii. is not due to reasons for purposes of asserting sovereign rights and/or operating on behalf of a sovereign state;

*iii. put your life in danger;

*iv. and (iv) following the advice and/or warning of the your government or the government of the destination country declaring unsafe conditions for travel through or by general mass media.

*v. natural disasters including but not limited to volcanic eruption, flood, earthquake, tsunami, hurricane or wildfire occurring at destination of planned trip.

21. What does my Trip Cancellation cover? (For Thailand)

A. Personal Accident Benefits; Accidental Death & Permanent Disablement Disability. Sum insured limit per person 40,000 THB

B. Flight Cancellation Benefit; Sum Insured limit per person at 1,200 THB to the insured person in the event of flight cancellation due to any of the following events.

*a. COVID-19 infection which is first diagnosed by RT-PCR method in 72 hours prior to trip.

*b. Death or Serious Injury or Sickness of the insured person or his or her Family Member, resulting in the insured person being unable to travel as scheduled.

*c. The insured person’s permanent residence is seriously damaged from fire, flood or similar natural disasters such as typhoon and earthquake within 7 days before departure, resulting in the insured person being unable to travel as scheduled.

*d. Strike, riot, or civil war, political turmoil which is unexpected and uncontrolled by the insured person , resulting in the insured person being unable to travel as scheduled.

C. Coverage Conditions:

*i. This policy only covers domestic flight or flight departure/arrival to Thailand.

*ii. In case the insured person claims for the reimbursement from this insuring agreement, the coverage of this insurance policy shall become terminated.

D. A copy of the specific terms and conditions of this Trip Cancellation due to COVID-19 will be provided to you via email upon your successful purchase of the SUPER+ Subscription.

E. Upon your purchase of this SUPER+ Subscription, you agree and acknowledge that you have read, understood and agree to be bound by the specific terms and conditions of this Trip Cancellation due to COVID-19, including but not limited to the claims process.

F. This Trip Cancellation due to COVID-19’s coverage and condition as specified above would apply to new SUPER+ subscription who subscribe from 9 May 2022 onwards ONLY.

G. SUPER+ subscription may send an email to enquiry@tuneprotect.com to request a claim. All claims must be reported within 30 days of your becoming aware of the event or loss leading to the claim. Our Customer Service Team will revert and suggest you with the necessary claim documents including Claim Form + any required documents to support the claim within 3-5 working days. You contact for further inquiries toward the coverage and claim process through 0-2180-5599 or enquiry@tuneprotect.com

**22. Will the Covid Coverage / Trip Cancellation cover the travel insurance requirement stated by different countries? **

No, the Covid Coverage under SUPER+ only covers for necessary and unavoidable flight cancellations stated in the events above.

Travellers are still required to obtain insurance indicated by the respective government of your destination country/state. We strongly encourage all travelling guests to check for the latest travel requirements prior to departure.

23. How do I purchase a flight for my infant/child below 12 years old?

For Age 0-2 Years Old*:

• Step 1 : Go to airasia.com and login as a member.
• Step 2: Go to 'My Bookings' and click on ‘Manage’ for the particular booking
• Step 3 : Click on 'Manage booking"
• Step 4 : Scroll to the guest details section and click on 'Add infant' for the particular passenger
• Step 5 : Fill in the following details: Name, Gender, Date of Birth
• Step 6 : After adding the infant, click on ’Confirm changes'
• Step 7 : Complete payment. You will be subjected to an infant fee as provided for in the fee schedule.

For Age 3-12 Years Old*:

You need to visit our sales office to add on a child guest. Kindly bring along your itinerary and the child's original identity card or passport for verification and booking purposes.

*on day of departure

24. I have two airasia accounts with active subscriptions, can I transfer one subscription to a family member/friend?

Yes this is a special circumstance and you may transfer it to a family member/friend provided they have an airasia account and do not currently own a subscription. Please contact us via Bo to make the transfer.

25. Can I use my Credit Account to purchase SUPER+?

No, your Credit Account cannot be used to purchase SUPER+ at this point of time. However, you can use your Credit Account to offset taxes, fees, and additional charges for AirAsia free flights.

26. Is there a receipt issued after purchasing SUPER+?

The receipt or invoice is attached in the email confirmation we sent. Please check your spam mailbox if you have not received it, or contact us via Bo for us to resend it to you. Tax invoices are unavailable for Super+ purchased in other countries except for Malaysia.

27. Can I cancel my auto-renewal of my yearly subscription?

Yes, you may do so by contacting our customer support service (“Bo”). Through Bo, you shall click on the “SUPER+” option and. Within the payment/confirmation issues tab, there will be an option for you to cancel the auto-renewal of your SUPER+ Subscription. For avoidance of doubt, you may only cancel the auto-renewal option. Your SUPER+ Subscription shall remain valid for 12 months from your date of purchase.

28. When will I be able to subscribe to SUPER+ and how much will it cost? (For Thailand)

You can subscribe to SUPER+ by 9th May 2022 - 15th May 2022 with special offer at THB 5,555/year (Normal price at THB 5,999 /year).