顧客服務與應變計畫

從中國機場出發的班機服務補救計畫

如果我們取消、轉降或延誤班機,我們「亞航」會盡最大的努力提供以下服務補救:


在確定班機延誤、取消即轉降的狀況須通知旅客

我們「亞航」獲知班機異動三十(30)分鐘內會及時且頻繁更新提供機場旅客搭機延誤、取消以及/或者班機轉降資訊。 我們會更新我們的班機動態以及在我們控制之下的其他班機資訊來源,並提供機場相同資訊以便讓機場更新班機動態。

一有可能,我們將採取合理步驟透過您預訂記錄中提供的電話號碼預先聯絡旅客。如果您已透過旅行社預訂我們的班機,我們便沒有資訊直接與您聯絡,我們的客服反而會試圖聯絡旅行社。因此,我們鼓勵您提供我們有效的手機號碼及電子郵件地址,萬一有必要時,我們能夠寄出電子郵件通知或SMS更新。

倘若我們目前的條款和條件與此服務補救計畫之間有任何衝突的話,除非在更新的文件中有明確說明,否則以此服務補救計畫為優先考慮。


班機延誤

意外中斷- 停機坪延誤(機上乘客) 
一得知中斷立刻通知旅客,並且在延滯性延誤的情況下每三十(30)分鐘更新資訊。 如果旅客抵達時已告知該中斷,報到櫃台及登機門區域可能提供通知。

在我們知道延誤、取消或轉降(三十)30分鐘以上之後,在亞航以及/或者機場掌控下,三十(30)分鐘內更新班機延誤資訊。

每三十(30)分鐘我們將通知旅客停機坪延誤的狀況,如果知道的話,包括延誤理由。

當我們的飛機停留在停機坪時,除非機長確定因安全或保安考量而事先排除衛廁設施及醫療照護等服務,否則我們會提供適當的衛廁設施,如有需要,也提供適當的醫療照護。

如果我們的飛機停留在停機坪時,除非機長確定因安全或保安考量而事先排除提供適當的餐點或點心及飲用水的服務,否則我們會在班機離開登機門(在出發的情況下)或著陸(在抵達的情況下)超過兩(2)小時候提供適當的餐點或點心及飲用水。

如果旅客已經上機,但是出發時間無法確定並且班機延誤超過三(3)小時以上,除非機長或站長確定因安全、保安、以及營運考量而事先排除下飛機的服務,否則我們會安排旅客下飛機。

如果延誤超過三(3)小時以上,會提供旅客以下選項:

  1. 一有機會就帶您搭乘另一架定期航班,該航班有空位且無須徵收額外費用,如有必要,延長您預訂的有效期限;或者
  2. 倘若您必須在九十(90)天內重新預訂,如果您選擇在另外一個時間搭機,將您機票票價保留在您未來搭機的信用帳號內,或者
  3. 在原預訂出發時間前後,由於班機取消以及/或者重新安排發生三(3)小時 以上,如果您沒有選擇進行旅行,將退款至您的銀行帳戶或信用卡或簽帳卡內。出發當天,當班機延誤、取消以及/或者重新安排時,您可能因此而無法上機,為避免疑問,將不退款。

 

班機重新安排與取消

我們將全力避免延誤承載旅客。 我們將努力遵守公布的航班時間表。 雖然如此,航班時間表顯示的時間仍隨時因各種理由而更改。

由於我們無法控制的因素,如:天氣、突發事件、航空交通管制、旅客安全或其他非承運人相關理由等,如果我們必須重新安排或取消班機,我們將協助提供旅客食物與旅館。 所有費用應由旅客負擔。

由於我們無法控制的因素,如:飛機維修、班機佈署/調整、飛機調度、空服員等,如果我們必須重新安排或取消班機,除非機場或站長確定因安全、保安、以及營運考量而事先排除提供服務 ,否則當班機延誤超過兩(2)小時,我們會提供適當的餐點或點心及飲用水;當班機延誤超過六(6)小時,我們提供旅館。

如果延誤超過三(3)小時以上,會提供旅客以下選項:

  1. 一有機會就帶您搭乘另一架定期航班,該航班有空位且無須徵收額外費用,如有必要,延長您預訂的有效期限;或者
  2. 倘若您必須在九十(90)天內重新預訂,如果您選擇在另外一個時間搭機,將您機票票價保留在您未來搭機的信用帳號內,或者
  3. 在原預訂出發時間前後,由於班機取消以及/或者重新安排發生三(3)小時 以上,如果您沒有選擇進行旅行,將退款至您的銀行帳戶或信用卡或簽帳卡內。出發當天,當班機延誤、取消以及/或者重新安排時,您可能因此而無法上機,為避免疑問,將不退款。

 

顧客的回應

您可透過以下項目向亞航致意、要求、詢問或抱怨:

 

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: