AirAsia’s Guest Support for Flood Victims
AirAsia is committed to supporting its guests during the severe weather and flooding affecting several cities. To provide flexibility and minimize disruptions, the airline is offering Service Recovery Options (SRO) to assist affected travellers.
The following airports have been impacted due to adverse weather conditions:
– Alor Setar (AOR)*
– Kota Bharu (KBR)
– Kuala Terengganu (TGG)
– Narathiwat (NAW)
– Hat Yai (HDY)
– Chennai (MAA)
The airport authorities have announced that Alor Setar Airport (AOR) is currently closed due to runway flooding.
Guests with bookings to or from these cities will be notified directly via email and SMS regarding their flight status. During this period, affected guests can choose from the following SRO options:
1. **Move Flight**: You can change your flight to a new travel date free of charge (within 14 days of the original departure date).
2. **Credit Account**: You can keep the value of your booking in your AirAsia account for future travel.
3. **Full Refund (for Flight Cancellation)**: You can request a refund to your original payment method, subject to the terms and conditions of the flight cancellation.
4. **Flight Reroute**: Reroute options via Penang International Airport are available for guests travelling to or from Alor Setar (AOR).
Guests can easily access options for service recovery related to floods by using the dedicated “Service Recovery Due to Flood” button on the AirAsia MOVE app (formerly known as AirAsia Superapp) or on the website. The airline encourages guests to check the latest flight status by visiting airasia.com/flightstatus or using the AirAsia MOVE app. AirAsia is closely monitoring the situation and will provide updates as necessary to ensure a smooth travel experience for all guests.
