Sections

1. Top Questions
2. Pass & Purchase
3. Flights Benefits
4. Hotel Benefits
5. Rides Benefits & Other Perks
6. Customer Support & Service

Section 1 - Top Questions

What is the Asean Explorer Pass?

Asean Explorer Pass is an annual-based subscription with a 1 year validity that unlocks flights to Asean with international and domestic routes. To encourage Asean tourism, pass holders can redeem flights in countries other than their own with an international passport. Other travel perks include hotel, AirAsia Ride discounts and free AirAsia points.

Free flights (Zero Base Fare) for Asean International flights, within the AirAsia network (Carrier codes: AK, FD, Z2, QZ and D7) between the following countries:

• Malaysia
• Thailand
• Philippines
• Indonesia
• Singapore
• Brunei
• Cambodia
• Laos
• Myanmar
• Vietnam

Zero Base Fare for Domestic flights, within the AirAsia network (Carrier codes: AK, FD, Z2) in the following countries:

• Malaysia
• Thailand
• Philippines

Note: domestic flights destinations are for pass holders to redeem in countries other than their own (based on nationality on passport)

Unlimited use of up to 50% off Hotel discount rates for International Hotel bookings:

1. Use of 30% off voucher code “ULHOTEL” (capped at RM50) with no quantity limit. Combine with exclusive rates to get up to 50% off hotel bookings on AirAsia MOVE app.
2. Discount code is stackable with “WELCOMEAPP” and “AASTAY20” only, and can be applied on discounted prices. AirAsia Hotels has the right to amend the terms & conditions without prior notice.
3. Promo code is only applicable for ‘Pay Now’ option, not applicable with ‘Pay at hotel’ option and ‘Pay later’ option

Get 1,000 AirAsia points upon purchase of the Asean Explorer Pass, the rewards points will be credited to your account within 7-14 working days

Earn AirAsia points when you spend on AirAsia rides and hotels

1 Free airport transfer with AirAsia Ride to/from KLIA1/KLIA2 airport worth RM80 Unlimited RM2 discount on e-hailing rides with AirAsia Ride (Malaysia only)

RM50 discount or equivalent (THB388 in Thailand or SGD16 in Singapore) when paying with BigPay

3 unflown Asean Pass flight bookings (PNR) are allowed at any point in time. Subsequent booking can be made after one of the bookings is ‘flown’ or cancelled. See no. 11 for detailed illustration.

Flights must be booked 14 days in advance. Flights redeemed excludes airport and government taxes, fees, add-ons and additional charges

I purchased the Unlimited Asean Pass in March this year, what’s going to happen to me?

To show our gratitude to Unlimited Asean Pass holders, we are extending your pass validity until 6 May 2025, and travel period until 20 May 2025. The Fair Usage Policy will also be increased to 3 confirmed unflown Zero Base Fare Flight Bookings (PNR). To enable domestic flight redemptions in other countries, users need to pay for the SST a top-up is required. As SST (Sales & Service Tax) was not charged to the Unlimited Asean Pass, a pass holder needs to pay an SST amount (8% of Unlimited Asean Pass before discount) to start redeeming domestic flights from 7 May 2024 onwards. Payment must be made before 7 May 2024, A notification link is available in their Pass dashboard between 1- 7 May 2024 with details for them to pay the SST. Should the user not wish to pay for SST amount and continue to redeem International flights only, no action needs to be taken and they can continue to use their Unlimited Asean Pass with the new validity date and Fair Usage Policy enhancements.

I have the Unlimited Asean Pass, how do I pay the Sales Tax difference and when can I start to redeem domestic flights in countries other than my own?

From 1-7 May 2024, a link in your Pass dashboard indicating ‘Add-on domestic flights’ will be available. Select ‘Add-on’ where you will be directed to a payment page to pay the 8% sales tax difference in your local currency. A confirmation e-mail will be sent to you once payment is completed and successful. Starting from 7 May 2024, accessing ‘Asean Pass’ on the AirAsia MOVE app will open up the new Asean Explorer Pass dashboard where you can redeem international as well as domestic flights (in countries other than your own) within Asean. Flights that were redeemed with your previous Unlimited Asean Pass, along the active flight count under the Fair Use Policy, will be carried over to your new Asean Explorer Pass.

How long can I use my pass?

Pass validity period: Passes bought before 7 May 2024, users can utilise their benefits from 7 May 2024 onwards for 1 year.

Travel date: users can make travel bookings for flights 14 days in advance with a travel period of 1 year.

Passes bought after 7 May, will be valid immediately for 1 year. Users can make Flights bookings 14 days in advance, travel period also for 1 year.

The utilisation period of Hotel and Ride discounts and the 1 x Free Airport Ride in Malaysia follows the pass validity period and as stated in terms and conditions.

How do I purchase the Asean Explorer Pass?

You can purchase the Asean Explorer Pass on the AirAsia MOVE app or the website (airasia.com).

Log into your AirAsia account, (IMPORTANT: Ensure the account is under your name which will be used in all your subsequent Flight redemptions). Select the ‘Asean Pass’ icon and select ‘Purchase’. Fill in the necessary details and your preferred payment method. Upon a successful payment, a confirmation email will be sent to you.

What are the banks available for Instalment Payment Plans? How can I apply for Instalment Payment Plans?

Valid credit card holders in Malaysia and Thailand with the following banks will be eligible for Instalment Payment Plans:

Malaysia - Ambank, HSBC, Maybank, Public Bank Thailand - BBL (Bangkok Bank), UOB (United Overseas Bank), Citibank, SCB (Siam Commercial Bank), KTC (Krungthai Card), TTB (TMBThanachart Bank), KCC (Krungsri Credit Card), KFC (Krungsri First Choice) *Krungsri Card - Bank of Ayudhya and Central the 1 Credit Card is in this group

To pay for your pass with Instalment Payment Plans, simply choose “Instalment plan - 0% interest”, then click “Purchase”, and you will be directed to a secured 3rd party site. By entering your card details, you will be able to choose the instalment’s tenure option and complete the purchase securely in a few simple steps.

Section 2 - Pass & Purchase

I have successfully purchased the Asean Explorer Pass. How do I apply perks and discounts with my subscription?

Welcome to a new way of exploring the beauties of Asean and congratulations on being an Asean Explorer Pass holder!

Once you have purchased the pass, return to the “Asean Pass” tile on web or mobile to access your Asean Explorer Pass dashboard, where you can enjoy:

Hotel Perk: Use of discount codes which lets you enjoy up to 30% discounts on any AirAsia MOVE hotels as many times as you like. Additionally, exclusive rates of up to 50% will be available to Asean Explorer Pass holders, which is automatically shown when you search for hotels.

AirAsia Ride (Airport Ride Service): Each purchase of the Asean Explorer Pass entitles the pass holder to 1 FREE* airport ride airport service (one-way to/from KLIA T1 or T2) with a maximum of 4 pax per car. When ordering an AirAsia Ride to/from KLIA T1 or T2 airport, under ‘See More’, select ‘Asean Pass Airport Ride’ and proceed to your booking.

AirAsia Ride Perk: Hop on an AirAsia Ride and let us take care of your city commutes. When ordering a Ride with the AirAsia MOVE app, under ‘See More’, select ‘Asean Pass City Rides’ and proceed to your booking to see RM2 deducted from your ride fare.

From 7 May 2024 onwards, you can also access Zero Base Fare with AirAsia flights: a unique promo code will be auto-generated from your Asean Explorer Pass dashboard. Select ‘Book Now’ to begin searching for flights. Select flights that are marked ‘100% OFF’.

Can all subscribers redeem Domestic Flights?

The Asean Explorer Pass is designed for foreign travellers to explore Asean countries, Domestic Flights are included to provide connectivity for foreigners to explore the hidden gems of Asean. It is not intended for locals to use for frequent travel back home.

Thus, with the Asean Explorer Pass, domestic flights destinations are only for subscribers to redeem in countries other than their own (based on nationality on passport).

Indonesia Domestic flights are not available in the current offer.

Example 1, customer A is Singaporean and holds a Singapore passport, he/she can redeem Malaysia, Thailand, Philippines domestic flights available.

Example 2, customer B is Malaysian and holds a Malaysia passport, he/she can redeem Thailand and Philippines domestic flights available but not Malaysia domestic flights.

Example 3, customer C is Thai and holds a Thailand passport, he/she can redeem Malaysia and Philippines domestic flights available but not Thai domestic flights.

How do I redeem Domestic Flights?

An update of nationality is required for you to start redeeming domestic flights in other countries, this is to be done through your subscription dashboard.

The verification page will prompt you to update name and nationality when you click on the “Flight” tile during your first flight redemption, fill in the nationality as stated in the ID or passport of the traveller who’ll use this pass.

Please note that the nationality can only be updated once. You cannot change the nationality once you’ve submitted it.

Once you have completed the steps , you will be able to go back to the “ Flight” tile and start redeeming domestic flights in countries other than your own.

An error message will occur during the domestic flight redemption process if:

The nationality = domestic flight country or Nationality profile is not set up

Why are there Sales and Service Tax charges for this pass?

The Government of Malaysia has announced amendments to the service tax law during the Budget 2024 tabling in October 2023, and this takes effect from 1 March 2024. The 8% service tax is applicable to air tickets and Asean Explorer Pass.

Can I purchase the Asean Explorer Pass and get zero base fare flights for my friends and family?

The pass cannot be shared, the pass holder can only get the zero base fare flights for him/herself, when you first log in, you will be prompted to enter the name that will be used in the Flight booking.

Pass holders cannot get zero base fare flights for their friends and family using the pass under his/her name. If there are more non-subscribers under the same booking, there will be an error in applying the promo code.

What is ‘Fair Usage Policy’ and how do I benefit from it?

Pass holders can book zero base fare flights throughout their validity period, and hold 3 confirmed unflown Asean Explorer Pass Flight Bookings (PNR) regardless of International or Domestic flights. Once you have flown all sectors in one Asean Explorer Pass bookings and the status of booking becomes ‘flown’ (or “cancelled”), you will be able to book another Zero Base Fare booking.

The ‘Fair Usage Policy’ ensures that every Pass Holder can travel as much as they want and not be limited by overbooking. ‘Fair Usage Policy’ only applies for flight bookings with Unlimited class, other bookings will not be counted as part of the policy.

Below is an illustration of the ‘Fair Usage Policy’ with an example usage scenario, assume Subscriber A has already booked 3 Flight Bookings, below illustrates how he/she can continue the Flight Booking journey:

An error message of “You can only have a maximum of 3 active Asean Pass Bookings that haven't been flown yet. You can make additional Asean Pass bookings after flying.” will be shown on the flight payment page if the user tries to book when they have 3 unflown Unlimited Flight Bookings in record. Kindly book again after one of the Flight Bookings becomes ‘flown’.

I purchased the Unlimited Asean Pass in March this year, what’s going to happen to me?

To show our gratitude to Unlimited Asean Pass holders, we are extending your pass validity until 6 May 2025, and travel period until 20 May 2025. The Fair Usage Policy will also be increased to 3 confirmed unflown Zero Base Fare Flight Bookings (PNR).

To enable domestic flight redemptions in other countries, users need to pay for the SST a top-up is required. As SST (Sales & Service Tax) was not charged to the Unlimited Asean Pass, a pass holder needs to pay an SST amount (8% of Unlimited Asean Pass before discount) to start redeeming domestic flights from 7 May 2024 onwards. Payment must be made before 7 May 2024, A notification link is available in their Pass dashboard before 7 May 2024 with details for them to pay the SST.

Should the user not wish to pay for SST amount and continue to redeem International flights only, no action needs to be taken and they can continue to use their Unlimited Asean Pass with the new validity date and Fair Usage Policy enhancements.

How many types of Asean Pass subscriptions are there?

There are two types of Asean Pass:

*Unlimited Asean Pass - offering zero base fare Asean international routes from/to Malaysia, Indonesia, Singapore, Thailand, Philippines, Laos, Vietnam, Myanmar, Cambodia and Brunei.

*Asean Explorer Pass - offering zero base fare Asean international and domestic routes (domestic routes for subscribers to redeem in countries other than their own) from/to Malaysia, Indonesia, Singapore, Thailand, Philippines, Laos, Vietnam, Myanmar, Cambodia and Brunei.

Zero base fare Flights booked via both the above passes are subject to government taxes and fees, add-ons and other applicable charges.

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.

What are the payment methods?

You can use a BigPay, Credit Card, Debit Card and Internet Banking to purchase Asean Explorer Pass. You can also opt for installment plans in Malaysia and Thailand. Please refer to Top Question 3 with the list of banks and how to pay with Installment Payment Plan.

Can I change the payment currency?

The payment currency is tied to your physical geographical location (for example, in Malaysia, the payment currency is Malaysian Ringgit) when you make the purchase, currently we do not offer more than one payment currency within the same geographical location.

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 Ask Bo.

Can everyone purchase the Asean Explorer Pass?

Yes, Asean Explorer Pass is available for all AirAsia MOVE members. 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.The Asean Explorer Pass is NOT available for children 12 years old and below.

Why did I not receive an email confirmation for the purchase of Asean Explorer Pass?

The email confirmation may have entered your spam mailbox instead. If you still have not received it, contact AskBo and select ‘Asean Pass', and we will resend the email confirmation to you.

What should I do if I am double charged?

If you have been double charged, please contact us immediately via AskBo 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.

Can I cancel my Asean Explorer Pass purchase and get a refund?

No cancellations can be made to Asean Explorer Pass.

How much is the Asean Explorer Pass and how do I buy it?

The Asean Explorer Pass will be fully priced at PHP 12,488 (exclusive 8% SST) during th promotion (25 April 2024 to 30 April 2024) and thereafter the price will be PHP 14,888 (exclusive 8% SST).

Section 3 - Flights Benefits

How do I get my zero base fare flights?

Once you have purchased your Asean Explorer Pass subscription, you will be able to access your Asean Pass dashboard with the following options:

a. The ‘Asean Pass’ icon on the AirAsia homepage (Web & Mobile) b. Your account page and click “Asean Pass” under subscriptions

While you are on the Asean Pass dashboard page, to get zero base fare flights you can follow the steps below:

Step 1 - Click on the ‘Go’ button next to Flights Step 2 - Your promo code is auto-generated, select ‘Book Now’ to proceed to your Flight Search. You do not need to copy and paste your promo code Step 3 - In the Flight Search, select 'AirAsia flights only' during flight search. This option MUST be chosen before redeeming your zero base fare flight. Select your departure location in ‘From’, and your desired destination you want go in ‘To’ Step 4 - Select departure date and return date (if applicable) Step 5 - Click ‘Search’ Step 6 - Search and select AirAsia flights with ‘100% OFF’ fares Step 7 - Select add-ons (if any) Step 8 - Complete payment Step 9 - Redemption successful!

Are all seats within the AirAsia network at all dates and time available for redemption?

The allocated zero base fare seats to be booked and/or purchased by the Subscriber is limited for each flight, and is further subject to availability of this type of tickets, there might be occasions when the allocated zero base fare seats are fully redeemed on a particular date or flight schedule.

Why is it that I can find a destination available on the seat availability calendar, but I cannot redeem seats on a particular flight during that day?

The seat availability calendar is an indicative database that’s refreshed on a daily basis in the morning Malaysia time, there's a possibility that the seat of your desired time has been redeemed by other users during the day.

While there’s availability for the destination pairing during the day, there’s a possibility that the allocated seats for a particular flight time have been fully redeemed, please try for other flight time in this case.

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

Using the subscription will 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 Asean 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.

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. All flights must be from point A to point B. Fly-thru flights are not eligible for discounted price.

Are there any blackout dates or peak periods when flights cannot be booked through the subscription?

While there’s no blackout dates when flights cannot be booked through the subscription, the flights available for Asean Explorer Pass for redemption may be limited during peak periods, users are advised to make use of the seat availability calendar to do their travel planning.

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 Purchases 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, a fare difference and change fee may apply. Click here for more information on how to change your flights.

Why is my promo code invalid when I try to book my flight?

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 Ask Bo.

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

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 location 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

Do I allow myself not to turn up for my flight?

Subscribers are allowed up to three (3) no-shows for Flight bookings under Asean Explorer Pass. In the event the Subscriber exceeds the number of no-shows permitted, AirAsia shall have the right to revoke the Asean Explorer Pass Subscription, without any liability on the part of AirAsia.

Section 4 - Hotels Benefits

How do I redeem my Hotel discounts benefits?

While you are on the Asean Pass dashboard page, to get a discounted hotel, you can follow the steps below:

Step 1: Observe and Remember the promo code on your Hotel widget Step 2: Click on the Go button next to Hotel Step 3: Key in Destination, Travel Dates and Number of Rooms and Guests Step 4: Search for your Hotel Step 5: Select your Hotel, Choose your room type Step 6: Select Pay Now and Continue Step 7: Apply your promo code (ULHOTEL) Step 8: Proceed to Pay for your Hotel

How many times can I use my Hotel discounts?

There is no limit to the number of times where the hotel discount promo code can be used during your subscription validity period.

Section 5 - Rides Benefits & Other Perks

Where can I utilize my Rides benefits?

AirAsia Ride benefits are currently available in Malaysia only.

How do I redeem my 1x Free Airport Rides perk?

For airport transfers to/from KLIA, redeem your Free Airport Ride following the steps below:

Step 1: Launch the AirAsia MOVE app and click on ‘Rides’ Step 2: Choose “Schedule” and put in the scheduled time Step 3: Input KLIA1 or KLIA2 as a destination or pick-up location Step 4: Click “See More” Step 5: Select “Asean Pass Airport Ride” from the list Step 6: Discount will be applied, click “Book” and wait for a driver to be assigned

Discount is capped at RM80 covering the average rate from KLIA (Terminal 1 & 2) to Klang Valley, making the final fare RM0 upon selecting “Asean Pass Airport Ride”. Booking must be made at least 18 hours in advance for a confirmed ride. Anything less than 18 hours will be on a best effort basis. Promo is applicable for a 1-time use only per subscriber. Any additional fees shall be borne by the pass holder.

How do I use my Unlimited RM 2 discounts for City Rides?

Use your discounts for Rides in Malaysia following the steps below:

Step 1: Launch the AirAsia MOVE app and click on ‘Rides’ Step 2: Input the destination you’re headed to Step 3: Click “See More” Step 4: Select “Asean Pass City Rides” from the list Step 5: Discount will be applied, click “Book” and wait for a driver to be assigned

Section 6 - Customer Support & Service

Can I use my Credit Account to purchase an Asean Explorer Pass?

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

Is there a receipt issued after purchasing an Asean Explorer Pass?

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 Asean Explorer Pass purchased in other countries except for MY(Only for Domestic)

If my subscription is revoked, what will happen to my future flights booked with my subscription?

Once your subscription is revoked, Consequently, any future unflown flights booked from Asean Explorer Pass will also be revoked.

How can I contact AirAsia MOVE if I have a no-show?

An Asean Explorer Pass subscription might be suspended if there is a no-show of 3 or more. To resolve this, kindly drop an email to support_deals@airasia.com or contact us at via Ask Bo.

In what kind of conditions I can request to exempt my no-show?

You may contact us with the following legitimate reasons and supporting documents.

• Medical related - Covid, hospitalization
• Personal Related - Loss of family member
• Legal Issues
• Others