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Frequently Asked Questions

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 Unlimited Asean Pass?

Unlimited Asean Pass is an annual-based subscription, valid 1 year from the day of purchase, that unlocks International flights within Asean and an array of travel perks and discounts on the AirAsia MOVE App:

  • 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

  • Travel Period: Unlimited Asean Pass subscribers will enjoy unlimited free international flights within Asean with Travel Dates between 1 May 2024 to 30 April 2025.

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

(a) Unlimited use of a up to 30% off voucher code (capped at RM50), combined to give up to Unlimited 50% off discounts on hotel bookings on AirAsia MOVE app. (b) Discount code is stackable with existing AirAsia Hotels campaign discount codes. AirAsia Hotels has the right to amend the terms & conditions without prior notice. (c) Promo code is only applicable for ‘Pay Now’ option, not applicable with ‘Pay at hotel’ option and ‘Pay later’ option

  • Receive a sign up bonus of 5,000 AirAsia points upon purchase

  • Earn AirAsia points when you spend on AirAsia rides and hotels

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

  • RM50 discount (or equivalent in Thai Baht - THB 338 or Singaporean Dollars - SGD 16) for the Unlimited Asean Pass, exclusively for BigPay users

  • Only 2 unflown Unlimited flight bookings (PNR) allowed at any point in time. Subsequent booking can be made after one of the booking (PNR) is ‘flown’ or canceled. See below Q&A 7 for detailed illustration.

  • Flights must be booked 14 days in advance. Free flights not inclusive of airport taxes and fees, and other additional charges

How do I purchase the Unlimited Asean Pass?

  • You can purchase the Unlimited Asean 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 ‘Unlimited’ icon and select ‘SUBSCRIBE’. 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 Installment Payment Plans? How can I apply for Installment Payment Plans?

  • Valid credit card holders in Malaysia, Thailand and Indonesia with the following banks will be eligible for Installment Payment Plans:

(a) Indonesia - BRI, Permata (b) Malaysia - Ambank, HSBC, Maybank, Public Bank (c) 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 Installment Payment Plans, simply choose “Installment plan - 0% interest”, then click “Purchase”, you will be directed to a secure 3rd party site. By entering your card details, you will be able to choose the installments tenure option and complete the purchase securely in a few simple steps.

Section 2 - Pass & Purchase

What is the Travel Period for Flights of the Unlimited Asean Pass?

  • Unlimited Asean Pass subscribers will enjoy unlimited free international flights within Asean with Travel Dates between 1 May 2024 to 30 April 2025.

  • The Travel / Stay period on the utilization of unlimited Hotel discounts is also between 1 May 2024 to 30 April 2025.

  • The utilization period of unlimited Rides discounts and the 1 x Free Airport Ride in Malaysia follows the pass validity period.

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

  • Welcome to the ways of Unlimited and congratulations on being an Unlimited Asean Pass subscriber!

  • You now have access to Unlimited Free International AirAsia flights within Asean, alongside an array of exclusive perks. You can always assess your Unlimited dashboard

  • Zero Base Fare with AirAsia flights: a unique promo code will be auto-generated from your Unlimited dashboard. Select ‘Book Now’ to begin searching for flights. Select flights that are marked ‘100% OFF’.

  • Hotel Perk: Unlimited use of a discount code which lets you enjoy up to 30% discounts on any AirAsia MOVE hotels. Additionally, discounts of up to 50% will be exclusively available for Unlimited Asean Pass which is automatically deducted when you search for hotels.

  • AirAsia Ride (Airport Ride Service). Each purchase of the Unlimited Asean Pass entitles the subscriber to 1 FREE* airport ride airport service (one-way to/from KLIA T1 or T2). When ordering an AirAsia Ride to/from KLIA T1 or T2 airport, under ‘See More’, select ‘Free 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’ after entered your drop-off location, select ‘Unlimited City Rides’ and proceed to your booking to see RM2 deducted from your ride fare.

Can I purchase the Unlimited Asean 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 can be transferred to friends and family provided that there’s a valid reason and no redemption has been made prior.

  • Pass holder 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 error in applying the promo code.

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

  • Subscribers can book unlimited flights throughout the subscription period, at any point in time, you can only hold 2 confirmed unflown Unlimited Flight Bookings (PNR). Once you have flown all the sectors in one of the Unlimited Flight Bookings, the status of the Booking will become ‘flown’(or “cancelled”) , then you will be able to book immediately another Unlimited Flight Booking.

  • The ‘Fair Usage Policy’ ensures that every subscriber 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 2 Flight Bookings, below illustrates how he/she can continue the Flight Booking journey:

  • An error message of “You can only book Unlimited flights if you have less than 2 active unflown Unlimited PNRs. You have currently reached the limit of Unlimited unflown PNRs, you can book another Unlimited trip after you have flown.” will be shown on the flight payment page if the user tries to book when they have 2 unflown Unlimited Flight Bookings in record. Kindly book again after one of the Flight Bookings becomes ‘flown’.

How many types of Unlimited Asean Pass subscriptions are there?

  • At this moment, only one (1) Unlimited Asean Pass subscription is available offering unlimited free Asean routes from/to Malaysia,Indonesia,Singapore,Thailand,Philippines,Laos, Vietnam,Myanmar,Cambodia and Brunei.

  • Zero base fare Flights booked via Unlimited Asean Pass 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 Unlimited Asean Pass. You can also opt for installment plan in Malaysia, Thailand and Indonesia. Please refer to Top Question 3 with the list of banks[y] and how to pay with Installment Payment Plan.

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 anyone purchase the Unlimited Asean Pass?

  • Yes, Unlimited Asean Pass is available for all AirAsia 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 Unlimited Asean Pass subscriptions is NOT available for children 12 years old and below.

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

  • The email confirmation may have entered your spam mailbox instead. If you still have not received it, contact AskBo and select ‘Unlimited’, 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 Unlimited Asean Pass purchase and get a refund?

  • No cancellations can be made to Unlimited Asean Pass.

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

  • The Unlimited Asean Pass will be fully priced at RM1,188. You may also select an installment plan under the list of payment methods at RM99/month with preferred bank partners Maybank, Public Bank, HSBC and Ambank.

I have a BigPay card, how do I enjoy RM50 off?

  • As a BigPay user, you are entitled to an additional discount of RM50 or the equivalent in Thai Baht or Singaporean Dollars (RM50 / S$16 / THB388). Simply choose BigPay as the payment option and apply the voucher code BIGPAY at the checkout page.

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 Ask Bo to make the transfer.

Section 3 - Flights Benefits

How do I get my zero base fare flights?

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

(a) The ‘Unlimited’ icon on the AirAsia homepage (Web & Mobile) (b) Your account page and the Unlimited Asean Pass subscription (c) Top left icon next to your name

  • While you are on the Unlimited 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!

Can I get zero base fare domestic flights with the Unlimited Asean Pass?

  • No, Unlimited Asean Pass subscribers will only be able to get zero base fare International flights within Asean, on the AirAsia network.

What is the booking and travel date of free flights eligible in my subscription?

  • Your subscription entitles you to make bookings and utilize your subscription benefits for 1 year from your subscription start date.
  • Your subscription entitles you to unlimited free flights with travel dates between 1 May 2024 to 30 April 2025 provided you are an active user. Do note that all flights require an advance purchase of 14 days.

Can I book more than two (2) Unlimited flights in advance?

  • Subscribers can book unlimited flights throughout the subscription period, at any point in time, you can only hold 2 active unflown Unlimited Flight Bookings (PNR). This PNR can be a one-way booking or a return booking. Once you have flown all the sectors in one of the Unlimited Flight Bookings, the status of the Booking will become ‘flown’, then you will be able to book immediately another Unlimited Flight Booking.
  • The ‘Fair Usage Policy’ ensures that every subscriber 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. Please refer to Question 7 for details.

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?

  • Embargo Period
  • 30 October 2024 - 4 November 2024 : All Souls/Saints Day - Z2
  • 19 December 2024 - 5 January 2025 : Christmas and Year End Holidays - All Carriers
  • 24 January 2025 - 3 February 2025 : Chinese New Year - All Carriers
  • 27 March 2025 - 6 April 2025 : Hari Raya - AK/D7/FD/QZ
  • 10 April 2025 - 20 April 2025 : Songkran Festival - AK/D7/FD/QZ
  • 15 April 2025 - 22 April 2025 : Holy Week - Z2

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 and a fare difference 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 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 unlimited Flights. In the event the Subscriber exceeds the number of no-shows permitted, AirAsia shall have the right to revoke the Unlimited Asean Pass Subscription, without any liability on the part of AirAsia.

Section 4 - Hotels Benefits

How do I redeem my 50% Hotel discounts benefits?

  • While you are on the Unlimited 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 Step 8: Proceed to Pay for your Hotel

How many times can I use my Hotel discounts?

  • The hotel discount promo code can be used for Unlimited number of times during your subscription validity period.

Section 5 - Rides Benefits & Other Perks

Where can I utilize my Rides benefits?

  • AirAsia Ride benefits is 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: Input KLIA1 or KLIA2 as a destination or pick-up location Step 3: Click “See More” Step 4: Select “Free Airport Ride” from the list Step 5: 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 “Free Airport Ride”. 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: Choose “Schedule” and put in the scheduled time Step 2: Input KLIA1 or KLIA2 as a destination or pick-up location Step 3: Click “See More” Step 4: Select “Free Airport Ride” 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 Unlimited Asean Pass?

  • No, your Credit Account cannot be used to purchase Unlimited Asean 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 Unlimited Asean 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 Unlimited Asean 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 Unlimited will also be revoked.

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

  • You may reach us via Bo or support_deals@airasia.com.

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

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